Problems with 40/20 to 50/10 switch

[#1]

Thanks Harry, I think I noticed the problem end of August early September. Prior to that I noted an increase in speed to high forties which I believe lasted a couple of days. I've put the possible engineer dates on the ticket comments after realising that the e mail response didn't seem to go anywhere.

[#2]

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@KS25 wrote:

the package change does nothing for me though does it?

deliberately misleading customers is shady business harry.

even a disclaimer telling customers to run a test would've been fine, and would've allowed me to see the limits of my line, and make the concious decision to LEAVE... which i stress, i would've done if i knew

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Let me give you an analogy which may help you understand:

You have a hose pipe with a pump at the other end which can pump 40 litres a minute. If the hose pipe is very long and has kinks in it you may only get 35 litres a minute at the other end. The pump is upgraded to one that can deliver 55 litres a minute but at the same pressure. You will still only get 35 litres per minute at the other end.

If there the hose pipe was shorter and you straightened out all the kinks you may now get near to the 55 litres a minute.

Plusnet have changed the pump but your line remains the same.

[#3]

But my speed went up 20% from 30Mb to 36Mb.

[#4]

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@jelv wrote:

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@KS25 wrote:

the package change does nothing for me though does it?

deliberately misleading customers is shady business harry.

even a disclaimer telling customers to run a test would've been fine, and would've allowed me to see the limits of my line, and make the concious decision to LEAVE... which i stress, i would've done if i knew

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Let me give you an analogy which may help you understand:

You have a hose pipe with a pump at the other end which can pump 40 litres a minute. If the hose pipe is very long and has kinks in it you may only get 35 litres a minute at the other end. The pump is upgraded to one that can deliver 55 litres a minute but at the same pressure. You will still only get 35 litres per minute at the other end.

If there the hose pipe was shorter and you straightened out all the kinks you may now get near to the 55 litres a minute.

Plusnet have changed the pump but your line remains the same.

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i get it, i really do... using a broad answer that may or may not actually apply to my line to explain away why my speeds are capped (but have never changed with the various package changes)

the only cabinet i know of is 10 houses up the road, i have no other way of finding out what cabinet i connect to since there is no number on that one... if i'm connected to that one then i should be getting speeds quite a bit higher than what i'm actually getting

[#5]

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@KS25 wrote:

i get it, i really do... using a broad answer that may or may not actually apply to my line to explain away why my speeds are capped (but have never changed with the various package changes)

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I wouldn't say it's explaining why your speeds are capped as your speeds are capped at an amount higher than what your line is capable of.

If you were achieving less than 40Mbps when the speeds were capped at 40Mbps, this wouldn't increase when the cap increased to 55Mbps, as you were already receiving less than the amount you were capped at.

Had you been receiving the top end of your speed estimate(45Mbps) and hitting the 40Mbps speed cap, you would have likely seen an increase of a few more Mbps when the cap was changed to 55Mbps.

Unfortunately as you aren't right at the top end of your estimate (But you are still well within the estimate for your line) you haven't seen an increase as the speed was never being held back by the 40Mbps cap you had previously.

[#6]

KS - have you paced out the estimated distance for cab to you? PM me with house names/numbers (the ones nearest to you of the 10) and the post code and I will see what the BT estimate is for them.

[#7]

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KS25 wrote:

the only cabinet i know of is 10 houses up the road, i have no other way of finding out what cabinet i connect to since there is no number on that one... if i'm connected to that one then i should be getting speeds quite a bit higher than what i'm actually getting

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If you do not know your cabinet I got mine from this

www.dslchecker.bt.com   mine are a few feet away from each other and have the same number on them.

As yours as far as you can see has no number then walk around the area to see if next nearest have numbers you might find yours or eliminate them leaving the nearest with no number to be almost certain yours.

[#8]

HarryB prior to the move i was getting 30/5 and allways been told that is the maximum you can get but following the move I'm 36/5

[#9]

@dnpark38 Looking at your estimates, that seems in line with the 30Mbps-40Mbps estimates for your line.

Also looking at the speed profile history for your line over the past 12 months(ish) your connection seems to have always bounced between 30Mbps-36Mbps

Date	Speed	Profile
2016-09-01 21:24:58	32800	Generic Speed 32800 No Time Out
2016-08-03 17:37:13	32800	Generic Speed 32800 No Time Out
2016-07-01 17:45:48	32800	Generic Speed 32800 No Time Out
2016-06-09 01:28:56	31800	Generic Speed 31800 No Time Out
2016-04-24 22:01:03	33200	Generic Speed 33200 No Time Out
2016-03-19 22:14:13	34400	Generic Speed 34400 No Time Out
2016-03-18 07:01:21	25400	Generic Speed 25400 No Time Out
2016-02-29 21:52:45	34000	Generic Speed 34000 No Time Out
2016-02-29 16:41:09	36000	Generic Speed 36000 No Time Out
2016-02-22 05:14:04	31000	Generic Speed 31000 No Time Out
2016-02-21 08:36:07	29200	Generic Speed 29200 No Time Out
2016-02-20 11:44:04	34800	Generic Speed 34800 No Time Out
2016-02-20 06:22:02	30800	Generic Speed 30800 No Time Out
2016-02-18 20:46:38	31600	Generic Speed 31600 No Time Out
2015-09-25 17:06:53	33800	Generic Speed 33800 No Time Out

The increase you saw was likely either a coincidence with DLM, or even possibly connected to the move to the new network a week ago or so.

[#10]

@KS25 pop your telephone number in here and it should give the location of the cabinet you are connected to.

[#11]

thanks browni, this cabinet is slightly further away than i thought, 0.2 miles... so the limitation is because of the old line then, great british infrastructure...

[#12]

Harry - this is 'off-topic' but I ask you to take this to the highest level in PN Customer Support please.

This am (Friday 9/9), PN and it appears a lot of the UK has suffered a major loss of internet connectivity for whatever reason.

There has been NOTHING on PN's Service Status page, Twitter feed or ANYWHERE. Chat is 'off the air' and your phone lines are in meltdown.

If the company is to maintain any semblance of 'Customer Service' You MUST place some info somewhere for your customers. I see many people, like me, rebooting routers, and trawling what sites they can find for clues.

Something like "We have a major issue with our network today affecting connectivity. We will update here as we progress on the problem........all the usual 'sorrys' of course"

[#13]

Plusnet just won't admit that it's the "new" system equipment/hardware/software that's at fault and provide a timescale to resolve the issue. The engineers must be under a bombardment from disgruntled customers whereas the blame lies with project managers or even further up the tree.

[#14]

Sunday 2.20pm  Download speed increase....don't know why or what or who caused  it.but BTW profile now changed from 31.29/10 up to 37.69/10 and plusnet download to 37.6. Still not back to my 40/20  or 40/10 but it's progress. Engineer still booked so as I'm not clear if fault cured or it's just a test run.

[#15]

A conversation with someone further up the tree at PN yesterday suggests you may just have been moved to the new PN network which is claimed to improve performance. The move of customers is taking place in 'phases'. What is your line sync rate. OJ?