Request for IP Profile Reset Please
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Request for IP Profile Reset Please
02-10-2016 10:38 AM
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Hi,
I'm currently connected at a stable 54Mbps but for over a year now my IP profile hasn't budged off 38.4.
Please could someone reset the profile please so I'm capable of using the speed my modem is connected at?
Thanks in advance.
Re: Request for IP Profile Reset Please
02-10-2016 12:48 PM
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Hello there and thank you for taking the time to get in touch with us via our community forums. I'm sorry to hear that your speed profile dropped. If you private message me your username I will be happy to look into that tomorrow for you.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Request for IP Profile Reset Please
02-10-2016 12:52 PM
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Thanks for the fast response! thats very kind of you, I'll PM you now
Re: Request for IP Profile Reset Please
03-10-2016 12:52 PM
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@gemmapowell Thanks for your patience. I've updated your speed profile now, if you either reboot your router or disconnect/reconnect your PPP session you should be getting the correct throughput. Apologies for that.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Request for IP Profile Reset Please
03-10-2016 1:31 PM
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Hi @Anoush.
Thanks for that, I can see it's been updated in the plusnet dashboard but it's still stuck at 38.4 on btwholesale speedtest.
As you can see from the screenshot I'm connected above that so not sure why that isn't rising?
Thank you
Re: Request for IP Profile Reset Please
03-10-2016 1:34 PM
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If the IP profile on the BTWholesale speedtest is low you'll need to raise a fault here
Re: Request for IP Profile Reset Please
03-10-2016 1:43 PM
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Ive gone down that road a few times (as you can see if you look at the account under my username gemmapowell). It never gets resolved - hence being stuck on 38.4 since i've signed up. I just thought id have one last try before I look for alternatives now my contract is up.
Thanks anyway
Re: Request for IP Profile Reset Please
03-10-2016 2:07 PM - edited 03-10-2016 2:09 PM
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I'll test your broadband and will get back to you by the evening. Sorry that it's still not resolved.
[Edit]
I missed Matthew's post, if your IP profile is low I would also recommend raising a fault to us as we would possibly need to arrange an engineer appointment.
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Re: Request for IP Profile Reset Please
04-10-2016 10:08 AM
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Just to add to Anoush and Matthew's post, on Fibre unfortunately we cannot reset profiles or make remote alterations, this is only done after an engineer has fixed an issue.
Re: Request for IP Profile Reset Please
04-10-2016 10:32 AM
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An engineer has been sent out in the past, twice I believe, 1st one found no problems so seemed pretty annoyed to be sent out. The second one I wasn't even expecting and told him I just requested an IP Profile Reset, he also seemed annoyed and said there's nothing to do if there isn't any problems and got back in his van.
I understand you guys can't reset the IP Profile, that's fair enough. But all this time I've been paying for the 80 down package to be limited below the 40 down package threshold, when you can see from the screenshot I'm connected at a higher rate.
Thanks for your help in the matter, just a shame you guys don't have the ability to fix problems like this.
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