Min. guaranteed line speed not met

[#1]

Hi Plusnet,

Do you know why my min. guaranteed line speed is not met?

I had been getting the following:
6. Data rate: 19999 / 69951
7. Maximum data rate: 22694 / 73410

But now I'm getting
5. DSL uptime: 23 days, 00:05:13
6. Data rate: 19999 / 52512
7. Maximum data rate: 22589 / 63795
8. Noise margin: 7.2 / 8.0
9. Line attenuation: 20.7 / 17.2
10. Signal attenuation: 20.3 / 17.2

And my account says:
Minimum Guaranteed Speed: 57.7Mbps
Current Line Speed (Download): 50.6Mbps

How do I reach what you garantee?

Thanks.

[#2]

Have you logged an incident with support yet? I'd recommend you start there Mark.

[#3]

No, I didn't know you could. What's the link?

[#4]

Ok, I found something under
Help & Settings --> Broadband Troubleshooter
Thanks.

[#5]

Whilst filling in the troubleshooter I noticed this from the BT wholesale diagnostics:

IP Profile for your line is 50.83 Mbps

This rings bells from years ago when someone at Plusnet then pressed some buttons and everything sped up again.

Not sure how to add this info to the ticket. There doesn't seem to be a portal.

[#6]

Ok, I added to the ticket why my IP profile is still 50M, even though sync is 64M and DSL uptime is currently 23 days.

[#7]

PN increased my connection profile to 78Mbps, but my BT IP profile is still set to 50.83Mbps, so no speed improvement seen.

Anyone know how to fix the IP profile? I've been up 23 days, no drops (apart from as requested since the PN connection profile increase)

[#8 · Accepted solution]

Thanks to BT for fixing this. Speeds much improved. The BT IP profile can be reset with a Dynamic Line Management (DLM) reset.