I've been on Fibre with PN since 2013 when I originally got the higher speed Fibre package (I think the sync speed have changed since then). 18 months ago I took another fixed term out and stayed on the higher band. It's always been a marginal whether or not I should go on the higher speed but it was worth it for the upload speed. I have recently taken another 24 month period out and notice that my that I was now on the standard fibre package as opposed to fibre extra. I don't quite know how this has happened since I never downgraded but when I renewed on 8th May I asked to be put on Fibre Extra again. I was told it would switch over on 11th May and should see a speed increase I was getting before ie about 55/11. I didn't see any increase in sync so I rang on 17th. They told me I was on Profile Name 0.128M-49M Downstream, Retransmission High - 0.128M-8.5M Upstream and they would remove the banding on the line. 4 Days later I was still syncing at 47/7.2 so rang again. I found out I was still stuck on the same profile but they wanted to send an engineer out. I was reluctant to have this since I didn't think there was anything wrong this end and I would be charged if there was no fault found.
Why upgrade to fibre plus if they refuse to reset the banding without sending out and engineer?
Surely just reset the band first then if that doesn't sort it out then I can look at options. My 14 days cooling off period runs out tomorrow and I'm seriously thinking of cancelling and moving on since I don't want to be tied to a service for 24 months if they cant even remove the throttling. The irony is if I moved i would get it the banding reset without having to go though this.
Fixed! Go to the fix.
Thanks for getting in touch @booji I'm sorry to see you're experiencing speed problems. I'm afraid that we can only submit a DLM reset if your speed is banded and line tests pass. I've tested your line today and the tests are showing your sync speed 46.9mbps while the banding at 49mbps so your line still has 2.1mbps to sync higher before it's restricted.
In addition the tests are showing a fault we'd need to arrange an engineer to investigate further. I've attached a copy of our testing below if you're interested in taking a look.
|GEA Test Detail|
|Circuit ID||NA||Service ID||[redacted]|
|Test Outcome Code||GTC_FTTC_SERVICE_1625|
|Description||Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report|
|Main Fault Location||CE|
|Sync Status||In Sync|
|Downstream Speed||46.9 Mbps|
|Upstream Speed||8.5 Mbps|
|Fault Report Advised||Y|
|NTE Power Status||PowerOn|
|Voice Line Test Result||Pass|
|Bridge Tap||Not Detected|
|Radio Frequency Ingress||Not Detected|
|Repetitive Electrical Impulse Noise||Not Detected|
|Cross Talk||Not Detected|
|Estimated Line Length In Metres||663.8|
|Upstream Rate Assessment||Low|
|Downstream Rate Assessment||Reasonable|
|Home Wiring Problem||Not Detected|
|Downstream Policing Discard Rate||0.0|
|Customer Traffic Level||Upstream and Downstream traffic detected|
|Current 15Min Bin Retrains||0|
|Last 15Min Bin Retrains||0|
|Profile Name||0.128M-49M Downstream, Retransmission High - 0.128M-8.5M Upstream, Error Protection Off|
|Down Stream Line Rate||47.1 Mbps||48.9 Mbps||48.5 Mbps|
|Up Stream Line Rate||7.2 Mbps||8.4 Mbps||7.9 Mbps|
|Up Time||398.0 Sec||900.0 Sec||898.8 Sec|
|Current and Last 15 Minute Bin Performance|
|Parameters||Last Traffic Count(Upto 15 mins)||Current Traffic Count(Upto 15 mins)|
|Start Time Stamp||2020-05-22T10:33:41Z||2020-05-22T10:48:41Z|
|Ingress Code Violation||11||3|
|Egress Code Violation||0||0|
|Severely Errored Seconds||0||0|
Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.