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No Speed Change after upgrade to Unlimited Fibre Extra

saitchy
Dabbler
Posts: 17
Thanks: 5
Registered: ‎12-11-2019

No Speed Change after upgrade to Unlimited Fibre Extra

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?

 

27 REPLIES 27
Baldrick1
Hero
Posts: 3,778
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Registered: ‎30-06-2016

Re: No Speed Change after upgrade to Unlimited Fibre Extra

@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.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: No Speed Change after upgrade to Unlimited Fibre Extra

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
saitchy
Dabbler
Posts: 17
Thanks: 5
Registered: ‎12-11-2019

Re: No Speed Change after upgrade to Unlimited Fibre Extra

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.  

Plusnet Help Team
Plusnet Help Team
Posts: 1,127
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Registered: ‎06-08-2018

Re: No Speed Change after upgrade to Unlimited Fibre Extra

@saitchy,

 

😂🤣 Let us know how you get on, we're in until 10pm. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
saitchy
Dabbler
Posts: 17
Thanks: 5
Registered: ‎12-11-2019

Re: No Speed Change after upgrade to Unlimited Fibre Extra

Afraid that had no effect!

 

Screenshot 2019-11-12 at 18.32.09.png

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: No Speed Change after upgrade to Unlimited Fibre Extra

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!

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Baldrick1
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Re: No Speed Change after upgrade to Unlimited Fibre Extra

@saitchy 

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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Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: No Speed Change after upgrade to Unlimited Fibre Extra

@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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: No Speed Change after upgrade to Unlimited Fibre Extra

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Baldrick1
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Re: No Speed Change after upgrade to Unlimited Fibre Extra

@Gandalf 

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!

Plusnet Help Team
Plusnet Help Team
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Re: No Speed Change after upgrade to Unlimited Fibre Extra

@Baldrick1 I did wonder why you were questioning me. Cheesy I’m joking of course, we’re all human, mistakes can inevitably be made from anyone so it’s always good to be watchful. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
saitchy
Dabbler
Posts: 17
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Registered: ‎12-11-2019

Re: No Speed Change after upgrade to Unlimited Fibre Extra

Thanks Matthew, I will monitor this over the period and update.   

saitchy
Dabbler
Posts: 17
Thanks: 5
Registered: ‎12-11-2019

Re: No Speed Change after upgrade to Unlimited Fibre Extra

Hi Matthew,

 

More than 48 hours have passed, and no improvement I am afraid.

 

Screenshot 2019-11-15 at 17.42.10.png

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: No Speed Change after upgrade to Unlimited Fibre Extra

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team