How long to correct a profile ?
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- Re: How long to correct a profile ?
16-07-2019 6:53 AM
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I have fibre broadband at 36Mb, I paid for upgrade to 72Mb, had email at 00:53 on 15th saying it was upgraded, but after running BT speed tests and checking router stats it shows me still at 36M, I bounced router - no joy.
I phoned support at 08:00 yesterday and was told I was correct the profile hadn't been changed, here I am now nearly 24 hours later and its still showing 36M. - not happy !!.
Surely tweaking a profile should be a 5 min online job not "leave it around 24 hours" !!!!
Fixed! Go to the fix.
Re: How long to correct a profile ?
16-07-2019 7:47 AM
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Now being told it should take 48 hours to change a profile - so another 24 hour wait.
really pee'd off now.
Re: How long to correct a profile ?
16-07-2019 9:55 AM
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Hello @idharper
I am sorry to hear about the delay in connecting you onto our Fibre Extra service.
I have responded to your query via a ticket. You can view this ticket by Clicking Here
Should you require any further assistance, please feel free to get back in touch with us.
Kind regards.
Re: How long to correct a profile ?
17-07-2019 8:09 AM
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finally the speed has increased, but not the promised 56-72Mb with guaranteed minimum of 51.36.
On the old 36M service I was getting 34M, now on the new 72M I am barely getting 44M down and 11 up on the bt speedchecker, also my hub reports a max of 49M down and 20M up
I have bounced router, and yes I am on cat 5e cable connected direct to hub which in turn is direct to master socket.
And if you remove one building I can see the cabinet out of the window.
So how do I now get the speed I am paying for and at least the guaranteed speed ?
Re: How long to correct a profile ?
17-07-2019 10:13 AM
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Hi @idharper
I can see that your line is in sync at 49mb as you've noted in terms of the router information.
This may take a few days for the modify order we've placed to settle down - if the results of a wired speed test as still the same on Friday, raise a fault here and we'll ask our suppliers to take a look at this for you.
Best wishes
Dave
06-08-2019 7:59 AM
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After a lot of poking and back and forwards via ticket system someone did something somewhere and now I am finally getting the speeds I expected from day 1.
Shame its taken a number of pokes, plus repeatedly explaining I dont have filters - its built into the master socket so I cant plug direct to test socket
Re: How long to correct a profile ?
06-08-2019 10:39 AM
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Re: How long to correct a profile ?
on 07-08-2019 6:30 AM - last edited on 11-08-2019 5:28 AM by Mav
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I had the following email in from support overnight to which I cannot reply and am not happy about.
I completed all the tests they asked that were possible, one of the tests was to plug the filter direct into the test socket - the master socket I have, has filters built direct into it, so I HAVE NO EXTERNAL PLUG IN FILTERS so could not plug it into the "test socket" if I has one - which I dont !!.
I like the way they said they are now closing the query - I closed it yesterday morning as the speeds are now what I expect.
Rant over, now I will get back to my day job of building a new data centre for my company.
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