Stuck on old speed profile
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Stuck on old speed profile
06-08-2018 6:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello, i've moved house and have upgraded my internet to upto 80mbit but i seem to be stuck on my old 40mbit profile from my old house.
Is it possible for one of you helpful Plusnet staffers to press the right buttons and get me on an 80mbit profile?
Thanks
Fixed! Go to the fix.
Re: Stuck on old speed profile
06-08-2018 6:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
This is what my line looks like
Re: Stuck on old speed profile
06-08-2018 6:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Yes it looks like they haven't upgraded your service when you moved.
Re: Stuck on old speed profile
07-08-2018 11:49 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @mrpeplow,
I'm sorry that you were placed on the wrong connection profile following your house move order. I've checked your account and can see that you have now discussed this with our customer support team and that they've placed the modify order to move you onto the correct 80/20 profile. This order should complete within 48 hours - if you don't see an increase in your speed after that time, please reboot your router.
Re: Stuck on old speed profile
16-08-2018 4:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for your reply.
Unfortunately a week later i'm still stuck on a 40mbit profile (tried rebooting router)
I was told this is BTs fault not plusnets
Re: Stuck on old speed profile
16-08-2018 7:30 PM - edited 16-08-2018 7:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I guess you spoke to someone at plusnet support what was the reason given for the upgrade not happening ?
Re: Stuck on old speed profile
16-08-2018 8:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Stuck on old speed profile
17-08-2018 7:07 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks a lot! that seems to of got things moving, I rebooted my router this morning and can see my upload has doubled and my download has increased slightly.
I take it the DLM process will need to complete again before I get full speed? (So i shouldn't turn my router off too often)
Re: Stuck on old speed profile
17-08-2018 11:47 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've taken a look at the line for you. The testing platform that we use shows that the line is banded at "0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off". Now this is obviously of out date, so ideally, I think we should wait for this record to update itself, see if the downstream is indeed banded (and if so, to what level) and then we can have Openreach remove it.
Re: Stuck on old speed profile
20-08-2018 11:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for your help, how long does it normally take for the line records to update?
Cheers
20-08-2018 1:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @mrpeplow, it should have updated by now but won't necessarily impact your speed as you're in sync at 75mb. If you are having issues though, please let us know as we may have to send it off to our suppliers.
Re: Stuck on old speed profile
20-08-2018 1:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Ah thanks for the update, if my modem is now syning at 75mb i'd considered that problem solved!
I'll check it tonight once I get back from work.
Thanks for your help
Re: Stuck on old speed profile
20-08-2018 2:23 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Stuck on old speed profile
21-08-2018 9:15 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Things are looking much better now. My speed tests are consistently 70.5mbit, I was hoping for a bit more, but 70mbit is acceptable.
Can I ask if my connection is banded or not?
Re: Stuck on old speed profile
21-08-2018 11:15 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Stuck on old speed profile