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Profile drop?

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Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Profile drop?

Just checked my router settings and looks like it is syncing just under 39Mbps and uploaded has dropped to 8. I was having this same issue previously where my profile somehow dropped and after a line fault it got sorted out and went back up to 50Mbps

Done a speediest which shows profile is 37.05 Mbps, low end of the speeds according to BT speed test.

I am on Fibre extra and should be getting around 50Mbps like I was before I had my last connection issue.

Can someone check this before I open another ticket please.

 

 

8 REPLIES 8
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Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Re: Profile drop?

2 weeks and no update from support ticket!

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Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Re: Profile drop?

Whats happened to the support here, nearly 3 weeks open ticket and nobody has checked it out?!

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Plusnet Help Team
Plusnet Help Team
Posts: 8,071
Thanks: 959
Fixes: 391
Registered: ‎01-01-2012

Re: Profile drop?

Thanks for your post @S65v10 and apologies for the delayed response.

I've just picked this up for you and updated it with the next steps.

If you can let us know once you've responded we'll get that picked up for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Re: Profile drop?

Thanks, replied with time available. Cheers.

 

Noticed on the test it says Max 40megs down, same as the profile, my router is showing connection at 34999. 

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Plusnet Help Team
Plusnet Help Team
Posts: 8,071
Thanks: 959
Fixes: 391
Registered: ‎01-01-2012

Re: Profile drop?

Thanks for getting back to me @S65v10

That's been picked up for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Re: Profile drop?

Engineer came, said he reset profile couple days later down to under 40meg again and downloading at 35meg......!

 

Somone check the profile, was expecting to be back unto 50 like he said it should be.

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Plusnet Help Team
Plusnet Help Team
Posts: 282
Thanks: 95
Fixes: 24
Registered: ‎08-04-2020

Re: Profile drop?

Hi @S65v10

Thanks for getting back in touch. I can see that you've already commented on open fault ticket on your account. One of our fault agents will retest your line and be in touch.

Grafter
Posts: 33
Fixes: 1
Registered: ‎26-01-2019

Re: Profile drop?

Something is not right, the router cannot get a connection more than 40mb...

Do you know if I am still on 0.128 - 40 profile? 

Screenshot 2020-09-13 at 13.43.29.png

 

On the speed test is says 38....

 

Screenshot 2020-09-13 at 13.48.22.png

 

Screenshot 2020-09-13 at 13.46.21.png

I wouldn't be so bothered if I was on normal Fibre, but since I am on Extra...where is the extra since BT says I should be around 44-51, like I used to be before? 🤔