No Speed Change after upgrade to Unlimited Fibre Extra
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No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 8:28 AM
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I have upgraded to Unlimited Fibre Extra and I have been emailed to say that it is complete.
The website now says my speed is 80, but I am still only getting a speed of 36.
Is there anything I need to do?
Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 11:32 AM - edited 12-11-2019 11:32 AM
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@saitchy Welcome to the forum.
Have you tried dropping the connection by logging into the router and properly disconnecting, leaving it for a few minutes then reconnecting? Alternatively just take the DSL cable out of the filter for a couple of minutes then put it back. Whilst it isn't recommended that you do this regularly a single disconnection will do no harm.
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Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 2:30 PM
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Hi @saitchy,
I agree with @Baldrick1 if you can try this, please.
Your profiles are all updated to 80 at the exchange and on the account but the sync of your router is stuck at 40/10 which looks to be hindering your speed capabilities.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 3:09 PM
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Thanks Baldrick, a cunning plan I will try. And thanks Jolo for confirming that Baldrick's plan might be so cunning you could stick a tail on it and call it a weasel. I will try that immediately on returning home from what I laughingly call my job.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 3:17 PM - edited 12-11-2019 3:18 PM
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Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 6:40 PM
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Afraid that had no effect!
Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 8:44 PM
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Thanks for getting back to us @saitchy
Now this is odd, when @JOLO tested your line your sync speed was at 40mbps and the line profile was 74mbps. When I'm testing it now, your sync speed has stayed at 40mbps and there's no profile.
We're adding this onto the morning handover for a colleague to check this in more detail tomorrow. We're likely to either request a remote DLM reset to fix this or arrange an engineer to investigate further and fix.
Sorry that your upgrade hasn't gone as smoothly as planned!
Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 10:12 PM
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Just one firther thought, you're not by any chance on a fixed IP address? If so the Plusnet profile can also throttle your speed. It has been known for this to have been missed.
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Re: No Speed Change after upgrade to Unlimited Fibre Extra
12-11-2019 10:14 PM
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@Baldrick1 Our profile will only ever throttle throughput if set too low. Unfortunately this is a sync speed problem although I did check the profile and it's set at 78000kbps.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
13-11-2019 9:18 AM
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Thanks for your patience @saitchy
We've looked into this further and despite us putting you on an 80/20 service your profile has been restricted to 40/10
I've passed this to the relevant team to be reset and all being well this should go through in the next 24 to 48 hours.
Let us know if you haven't seen an increase by then
Re: No Speed Change after upgrade to Unlimited Fibre Extra
13-11-2019 9:22 AM
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It was only after I had made this post and the editing time had expired that I noticed that I was commenting on a post from you. My immediate thought was whoops, that will have been checked. So my humble apologies!
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Re: No Speed Change after upgrade to Unlimited Fibre Extra
13-11-2019 9:55 AM
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@Baldrick1 I did wonder why you were questioning me. I’m joking of course, we’re all human, mistakes can inevitably be made from anyone so it’s always good to be watchful.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
14-11-2019 8:34 AM
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Thanks Matthew, I will monitor this over the period and update.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
15-11-2019 5:44 PM
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Hi Matthew,
More than 48 hours have passed, and no improvement I am afraid.
Re: No Speed Change after upgrade to Unlimited Fibre Extra
15-11-2019 6:00 PM
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Hi @saitchy I'm sorry to see you've not seen a speed increase. I can see Matt updated your fault ticket 196048466 this afternoon advising that the reset has gone through but your speeds are still slow.
Can you respond to the text message he's sent or the ticket online via your account? Feel free to post back once you've responded and we'll be happy to pick this up as soon as we can to arrange an engineer to investigate further.
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