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Fibre activated - wrong profile

James252
Newbie
Posts: 2
Registered: 20-10-2015

Fibre activated - wrong profile

Morning Plusnet support team,
We had our fibre upgrade completed yesterday and from reading the forum, it looks like our profile hasn't been updated at your end.
I've used the BT Wholesale tool (screenshots attached) so I'm pretty sure my diagnosis is correct.
Please could you guys take a look?
Thanks,
James
4 REPLIES
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: Fibre activated - wrong profile

have a look at Current Line Speed - my sig for link
However the second screen shot indicates that it has so where is the problem
James252
Newbie
Posts: 2
Registered: 20-10-2015

Re: Fibre activated - wrong profile

The 2nd screenshot was when I changed the login details to BT's speedtest username, as per the instructions. I think that bypasses the Plusnet network to make sure the actual physical connection is working and 70mb/s is actually attainable.
I also checked the current line speed:
Estimated line speed:
70Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2015-10-06 14:25:06
Current line speed:
6.9 Mb
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: Fibre activated - wrong profile

Yup
Correct diagnosis  Cool
Unfortunately you can't do anything until tomorrow as non business support has finished for the day
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Fibre activated - wrong profile

I've updated the profile on our side and have passed the fault ticket back to you, you may need to do a single disconnect/reconnect for the higher speeds to come through.  Please let us know if you have any issues.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff