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Problems with 40/20 to 50/10 switch

oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Problems with 40/20 to 50/10 switch

My 40/20 profile gave me steady speeds in the upper 30's download and 15 or more upload. Plusnet switch to improve profits to 50/10 took a time to set in place, at least the improvement in download speed did. I was pleasantly surprised a couple of days ago when my download speed increased as promised.  Checked on BTW diagnostic and my settings were 51.26/10. Within a day they had dropped 14.26/10 and now they are stuck at 31.42/10. So I'm getting a lower upload and a lower download of 8-9 upload and 20-29 download. I was about to renew my annual line rental but I'm holding fire to see what Plusnet faults come up with.

62 REPLIES 62
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Problems with 40/20 to 50/10 switch

Just a heads up that there seems to be a physical problem, rather than the profile.

Your sync speeds are much shorter than what we'd typically expect. Once the fault is further investigated hopefully we'll look towards a fix.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Re: Problems with 40/20 to 50/10 switch

Still no improvement or Plusnet contact. The strange thing is that when I test on Speedtest.net and Broadband sites I am informed that my ISP is INFONET SERVICE GROUP   not PLUSNET.

oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Re: Problems with 40/20 to 50/10 switch

Thank you MattyC . Why the change in ISP supplier?Huh

MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Problems with 40/20 to 50/10 switch

It's still under a Plusnet IP address, it's that it's reported under Infonet. Don't worry too much about it.

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Re: Problems with 40/20 to 50/10 switch

Sorry to be so suspicious but my problems started when Infonet was reported as my ISP. Are Plusnet using an Infonet server? Hence the Infonet reported ISP. Haven't Plusnet/Bt had problems with Infonet equipment in the not too distant past? This can be checked by switching my IP back to the Plusnet server?

mikejphillips
Grafter
Posts: 31
Thanks: 3
Registered: ‎08-07-2015

Re: Problems with 40/20 to 50/10 switch

Also with problems on switch from 40/20 to 55/10. Down speed has remained unchanged (32'ish max), and performance if anything worse. Chat with 'Jake'? today and he confirmed I appear to still be on 40 cap. He siad it would be sorted - not yet! This also shown on PN page which quotes '55Mb with range 40 something to 52, actual 40.

I am also getting occasional broadband disconnects and occasional phone crackling. Altogether not impressed!

 

oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Re: Problems with 40/20 to 50/10 switch

When I looked at Plusnet speed for me it was set at 21.6 Huh and BT  is locked at 31.42 Max. I've been receiving since fibre a steady 34-37 Mbps(wireless) on the 40/20 profile but now 29-30/ 8-9 if I'm lucky. I really feel that not only has Plusnet switched us to 50/10 but also to another piece of poor equipment that BT has probably off loaded on them.

HarryB
Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: Problems with 40/20 to 50/10 switch

@mikejphillips -


@mikejphillips wrote:

Also with problems on switch from 40/20 to 55/10. Down speed has remained unchanged (32'ish max)


If you were getting 32Mbps when the download was capped at 40Mbps, I wouldn't expect it to increase when the cap was changed to 55Mbps.

You're currently in sync at 48.9Mbps down and 10Mbps up, however it looks like there may be a fault on your line.

 

I'd recommend raising this at http://faults.plus.net so we raise the fault with our suppliers for you.

 

@oldjack -

@oldjack wrote:
When I looked at Plusnet speed for me it was set at 21.6

Sorry to see that had dropped down to an ADSL cap in error. I've corrected that now to a more appropriate figure for your sync speed.

Having said this, your sync speed is lower than your estimates, so I think you've done the right thing raising a fault so we can investigate further.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet
mikejphillips
Grafter
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Registered: ‎08-07-2015

Re: Problems with 40/20 to 50/10 switch

Thanks, Harry. After my !second! go at 'CHAT' trying to get my profile raised to 55 I succeeded thanks to 'Liam'. Still trying to find out why 'Jack's' assurances of a reset yesterday did not happen! I now have a marked improvement in download - hopefuly DLM will not spoli that! - and speeds are now 'satisfactory'.

 

Next issue to crack is occasional noise on the phone line (inc in the master socket)...... I cannot see how I can 'prove' an occasional' noise to any engineer unless it happens while he/she is there?

oldjack
Grafter
Posts: 82
Thanks: 3
Registered: ‎09-05-2009

Re: Problems with 40/20 to 50/10 switch

My Plusnet speed changed to 32.2 Mbps which is still well below what is was on the original server. I believe that there are engineering works scheduled for Monday morning ,I hope this means we are being switched back to the Plusnet server. I noticed on on test that my latency was sky high and I believe that is linked with packet loss. The competition suggests speeds of 44-57 with a minimum of  36-39 worst case. Come on Plusnet you don't want to become a TalkTalk, do you? 

dnpark38
Rising Star
Posts: 432
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Registered: ‎24-02-2015

Re: Problems with 40/20 to 50/10 switch

It is Packet loss of 50% that is stopping my internet experience since I was changed last Monday.

http://www.thinkbroadband.com/speedtest/button/1476198475230638155-mini.png
KS25
Grafter
Posts: 85
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Registered: ‎19-07-2016

Re: Problems with 40/20 to 50/10 switch

how did you get your profile bumped to the new speeds?

 

i talked with a very stubborn rep that insisted that i was getting the highest speed my line was capable of... which is up to 38 and up to 9, the same speed i've gotten since i purchased this FTTC package 2 years ago - which is generally 35/5 and hovers up or down 1

 

he told me that my speeds would not go up even though plusnet emailed me stating so

mikejphillips
Grafter
Posts: 31
Thanks: 3
Registered: ‎08-07-2015

Re: Problems with 40/20 to 50/10 switch

Two 'CHAT' sessions - first 'Jack' (Friday) assured me I was stuck at 40 and he would 'sort it'. Second 'Liam' (Saturday) did the same and sent me a copy of the new profile. I asked he escalate this as a complaint as to why the first request was not actioned and I have been 'assured' a manager will look into this tomorrow.

 

'HarryB' here seems to get onthe case?

KS25
Grafter
Posts: 85
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Registered: ‎19-07-2016

Re: Problems with 40/20 to 50/10 switch

funny, the bloke i spoke to said plusnet had no way of changing my "estimated speed" which was 32-45 according to him... but then they can update profiles? why didn't he just do that for me?Huh