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Another IP Profile Question

evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Another IP Profile Question

Hi, I got my FTTC connection last Friday and according to the "High Speed Broadband" page my profile is 35Mb but if I do a BTW Test and then the "Further Diagnosis" it says 50.14Mb down and 20Mb up as the profile. When the Openreach engineer did the install his kit said max was just over 51Mb so that equates nicely to the 50.14 profile.
So I call the support line this morning and they said that they checked and 35Mb is correct, but they would remove the cap that their end, whatever that means. But so far it still says 35Mb and nothing has changed at this end.
The reason I originally called was that I was unable to order "Extra" and the guy on the phone said this was because I was below the limit and so wasn't an option.
Thanks in advance
Mark
11 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Another IP Profile Question

It's up to you whether you go for the Extra product or not, however keep in mind it's not going to give you a huge increase in speed.
Can you try a disconnect/reconnect from your router and see if the speeds go above the 35Mbps you're currently seeing?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Re: Another IP Profile Question

I did the reconnect and speed tests were about the same 38Mb.
I must admit I'm a little confused, I thought the IP profile that was assigned was round about the speed you were expected to get, if so then just over 50Mb is quite a bit more than 35MB.
Mark
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Another IP Profile Question

You're set at 40Mbit on our side based on the product you are on. So the throughput speed of around 38Mbps is right.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Re: Another IP Profile Question

So would I notice a speed improvement between 40Mb/s and 50Mb/s if I was allowed to order it? It is 25% after all!!!
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Another IP Profile Question

You'd get a throughput of shortly under 51.8Mbps. We can change the account type for you if you like.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Re: Another IP Profile Question

Yes please
evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Re: Another IP Profile Question

Is there anything else I need to do my end other than disconnect and reconnect my router, or do I need to restart the modem as well, as my speeds have not changed at all Sad
Also the high speed broadband page has stayed exactly the same at max speed 35Mbps and connection 40Mbps
RealAleMadrid
All Star
Posts: 820
Thanks: 325
Fixes: 14
Registered: 07-07-2009

Re: Another IP Profile Question

Have PlusNet confirmed a change of account type, you could look for closed tickets, they may be waiting until your next billing date for accounting reasons.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Another IP Profile Question

Nothing has changed yet. For accountability, can you please raise me a new ticket here and post the ticket ID so I can try to get this done sooner rather than later. Thanks.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
evolve
Dabbler
Posts: 12
Registered: 17-01-2011

Re: Another IP Profile Question

Tony, I started a fault then bombed out as I didn't think I should raise a fault, but its still there its #101401952, I see you added something to it. Can you use that one, otherwise I've got no idea how to actually create new ticket, it really isn't obvious!!!
Thanks
Mark
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Another IP Profile Question

Yea, I can use that, I just need you to comment on it to confirm that you are happy with the account change. You can do that at http://contactus.plus.net/
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team