Banded Profile

[#1]

Changed my router a couple of weeks ago and it immediately became apparent that my profile has been banded at 29999kbps.  Checking router stats since tells me that the screenshot below is typical i.e. an attainable rate in excess of 39000kbps.

I have browsed similar previous posts but not found a solution.  Is there any way I can get this banding changed?  Plusnet were previously able to change my 'connection profile' remotely when I got stuck at around 16000kbps after a fault a few months ago, but it took a lot of to-ing and fro-ing before I got to someone who knew what had happened and how to sort it.

Expert ideas much appreciated.

Thanks,

Stuart

24/08

[#2]

Thanks for getting in touch @Junkman

I've tested your line and it appears that your line is indeed banded.

This has been sent off to our suppliers for them to reset and this should be done within the next 24 to 48 hours.

Let us know how you get on

[#3]

Thank you very much indeed for the quick response Matthew.  Will leave this open and update in due course.

Stuart

[#4]

Good morning.  An update and a question.  The banding was lifted after about 24hrs and my connection rate has been constantly over 38Mbps in the 40 hours since then.  My IP Profile on BTW is 35.08.  But my download speed is remaining stubbornly stuck at 23/24Mbps.  Just ran a BTW test at 22.82Mbps.  Why is this? 

Thanks,

Stuart

[#5]

Hi @Junkman,

I've raised the connection profile on your account which should allow you to make the most of your speeds. Regarding the current throughput speeds you're receiving, is this being tested over Wi-Fi or Ethernet cable? If Wi-Fi, then I'd recommend connecting via Ethernet cable and if this doesn't show any improvement (or if you've done this already), then I'd recommend setting the router up within the test socket in the property. For reference, we have a guide on how to do this here.

[#6]

Thanks TheMightyAJ.  Sorry, should have said that this test was carried out via ethernet and the master socket.  I just ran another BTW test.  Connection rate still 38.080Mbps, IP profile still 35.08Mbps, download speed only 23.63Mbps.  Now about 48 hours since the 29.999 banding was lifted.  So still not understanding this.  

Stuart

[#7]

Hi @Junkman,

Thanks for clarifying that for us. If it's still performing like that after trying the suggested steps then we're going to need to get an engineer out to see if they can find out what's causing the problem. I've raised a ticket on your account regarding this, which can be viewed here. Once you've had the chance to read and respond to the ticket then please let us know on here and we'll pick this back up for review as soon as possible.