Ip profile limited

[#1]

Hello,

I've got a call raised at the moment for my broadband not reaching the speed I'm paying for.
I've been told I should get a minimum of 40Mbps, however, my Current Line Speed (Download) is 29.6Mbps.
We've reached the point where the call has requested an engineer, however, I'm convinced that the problem is with the ip profile not being increased. I had numerous electric works last year and I think this might have flagged as a problem with my line (with the router being on and off) and this has never been rectified.
Please would someone be able to take a look?

Thank you,

[#2]

Hi @Richie81,

I'm sorry that your speed is below the estimates for the line and for any inconvenience that this is causing you.

I've tested the line and can see it's banded to 32.4mbps, however it is also showing that there is a fault on the line. We would need to resolve the fault first and then reset the SNR if it doesn't automatically go back to where it should be. Unfortunately, the test has been unable to determine whether the fault lies internal or external to your property, so an engineer visit will need to be arranged so that this may be investigated further.

EA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1624
Description	Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location	CA
Sync Status	In Sync
Downstream Speed	31.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	625.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-32.4M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-08-15T07:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	32.3 Mbps	32.3 Mbps	32.3 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	820.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-08-28T06:19:32Z	2019-08-28T06:34:32Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#3]

Hi Emily,

Thank you for getting back to me so quickly. I'm just a little bit concerned that if the engineer finds no fault then I will be charged £65.
Is this the case?
Thank you,
Richard

[#4]

Thanks for getting back to us @Richie81

You would only be charged if the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found,