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Fibre Internet only 2mb down - Needs IP Profile reset?

J27
Grafter
Posts: 33
Registered: 30-12-2014

Fibre Internet only 2mb down - Needs IP Profile reset?

Hi,
I was late on paying my last bill because of Christmas and stuff, but ever since paying the bill my speed has been reduced to around 2 - 3Mbps download and around 1Mbps upload when my estimate is 28 download ( although it usually stayed around 20). So when I  did a wholesale speedtest it told me my IP Profile was at 2.8 Mb and the Plusnet Website is telling me the current line speed is 1.8Mb. Wondering what could be done about it because this speed is really not usable when the whole family is trying to use it at the same time.
Thanks
25 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Unfortunately we can't remotely reset a line on Fibre, can you finish the faults checker at https://faults.plus.net so we can get the line tested and the fault raised.
Your line is a lot more unstable than we'd like, it's likely the disconnection are causing the speed to be reduced:
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
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Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Could you also try plugging a phone handset in to the master socket and dialling 17070 to do a quiet line test. If there is any noise at all let us know.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
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Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Thanks for that, I'm just testing the line now. There's a fault detected on the phone line, so we need to get that fixed. Once that's resolved it should hopefully help with the broadband issues, but we may need to look at that afterwards.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Ok. I cannot complete the quiet line test because my landline is old and cannot complete the automated process ( Press 1, 2 or 3 etc), and even if it could the 0 button has stopped working, we never usually call from the landline so have never bothered getting a new one.
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

No problem, I've tested the line and a fault has been detected between you and the exchange, it's due to be fixed by Friday, so we'll take another look after that.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Okay, thanks for the help.
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Any update on this? Still no faster Sad
Community Gaffer
Community Gaffer
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Registered: 05-04-2007

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

We've not received any updates yet unfortunately, the estimate response time is right up until 11.59pm tonight. We'll check again asap and get back to you. Sorry for the issues and thanks for your patience.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Okay, just hoping this gets sorted soon.
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

So, an engineer came to the house (just left) and was in and out of the house for a while and when he was finished, he said it was sorted. The upload has gone up, but the download remains the same

So, will the download increase now or is there still a fault/problem?
Thanks
Community Gaffer
Community Gaffer
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Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Can you log in to your router and disconnect and then connect, do this once and hopefully you'll see an improvement in speeds.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Okay, a lot better Smiley

Will this go back to the 18 - 19Mbps down and 3 upload over time?
Thanks for this anyway, it's still a massive improvement over 2mb.
Community Gaffer
Community Gaffer
Posts: 17,665
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Registered: 05-04-2007

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

I'm going to suggest we leave the fault ticket open, the engineer was supposedly to fix the phone line issue. We haven't addressed any problems on the broadband as of yet.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
J27
Grafter
Posts: 33
Registered: 30-12-2014

Re: Fibre Internet only 2mb down - Needs IP Profile reset?

Okay, anything I need to do or do I just leave it for now?