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Profile upgrade check

Jakey118118
Newbie
Posts: 7
Registered: 27-06-2015

Profile upgrade check

Hi,
About one month ago (roughly) I upgraded my mothers account from the Unlimited fibre package to Unlimited Fibre extra but haven't seen an increase in speed since the last billing date which is when it should have changed, the account currently says estimated line speed is 57Mbps and current line speed is 16Mbps.
Estimated line speed:
57Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2015-05-29 17:37:38
Current line speed:
16 Mb
Would anyone be able to have a quick check on this.
Thanks,
Jake
9 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Profile upgrade check

Something looks really wrong
Can you get your mother to run this test and report the results http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do
Terranova667
Aspiring Pro
Posts: 1,268
Thanks: 63
Fixes: 3
Registered: 19-02-2014

Re: Profile upgrade check

HI go here http://speedtest.btwholesale.com/  
this will show what the profile is set to at BTWs end,  ignore the red writing run the test when it's finished run further diagnostics and post here what it says.
it may well be that the plusnet profile hasn't updated to match the BTW one it should happen automatically but that doesn't always seem to happen.
edit.. oldjim beat me to it ever the pro  Grin

Jakey118118
Newbie
Posts: 7
Registered: 27-06-2015

Re: Profile upgrade check

Hi,
This is the first diagnostic test I ran.
1. Best Effort Test:  -provides background information.
Download Speed
14.05 Mbps

0 Mbps 16.02 Mbps
Max Achievable Speed
Download speedachieved during the test was - 14.05 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-16.02 Mbps .
Additional Information:
IP Profile for your line is - 16.02 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
3.39 Mbps

0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 3.39Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Profile upgrade check

In which case you need to do two things
Check what this says about speeds http://www.dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput and, assuming that it says something a lot higher than you are getting, raise a fault here https://faults.plus.net
If it says something in line with the profile from the BT test then you have been mis-sold the upgrade to fibre extra and Plusnet will sort it
Note that test shows that you are on fibre 40/20 not fibre extra 80/20
Was that before the product change
Jakey118118
Newbie
Posts: 7
Registered: 27-06-2015

Re: Profile upgrade check

These are the results I received from the BT checker, much higher than the speedtest results for sure. I'm currently in the process of setting up a fault.
                                                High      Low       High Low
FTTC Range A (Clean) 77.6 57.9 20 18.9 -- Available
FTTC Range B (Impacted) 70         41.3 20 12.2 -- Available

WBC ADSL 2+ Up to 1 -- 1 to 3.5 Available
ADSL Max Up to 1 -- 0.75 to 2.5 Available
WBC Fixed Rate 0.5 -- -- Available
Fixed Rate 0.5 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
Jakey118118
Newbie
Posts: 7
Registered: 27-06-2015

Re: Profile upgrade check

Yes she was on 40/20 then upgraded to 80/20 around a month ago, I waited for the next billing period to make sure I didn't raise a problem before it was expected to change.
Thanks
Edit: I've got the fault page open but haven't sent it yet just in case.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Profile upgrade check

You have a major speed fault so raise it
Jakey118118
Newbie
Posts: 7
Registered: 27-06-2015

Re: Profile upgrade check

OK, thanks for your help  Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Profile upgrade check

I can see our testing has located a external fault which has been automatically raised to our suppliers.
A engineer should go out to check in the next 24 to 48 hours.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team