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Stuck profile

jezmjohn
Dabbler
Posts: 20
Thanks: 2
Fixes: 1
Registered: ‎05-05-2016

Stuck profile

Hi Everyone

I have a weird issue - I upgraded to the faster fibre service, and the profile didn't change and it looked like we were stuck on an ADSL profile.

 

It was then change by @HarryB and it looks correct in the plus net portal - but I am still getting my old speed 34mb / 1.5mb

 

From plus net portal

Estimated line speed:80Mb (This may vary between 80Mb and 80Mb) - Checked on 2016-08-14 19:58:37

Current line speed:78 Mb

 

From helpdesk stats on home hub router:

5. DSL uptime: 0 days, 00:06:22
6. Data rate: 1999 / 39952
7. Maximum data rate: 34394 / 101346
8. Noise margin: 31.0 / 23.0
9. Line attenuation: 11.2 / 11.8
10. Signal attenuation: 11.1 / 11.8
11. Data sent/received: 11.1 MB / 126.2 MB

 

Under data rate it looks like I am still on the old profile?

 

Also attached is bt speed checker image.

 

What can I do?

Thanks

 

Jez

4 REPLIES
Highlighted
jezmjohn
Dabbler
Posts: 20
Thanks: 2
Fixes: 1
Registered: ‎05-05-2016

Re: Stuck profile

I have just done the BT wholesale test and we are still on the old profile. Will this only change on my next billing date or on the date we were told the upgrade was occurring?

Screenshot 2016-08-19 19.34.17.png

Plusnet Help Team
Plusnet Help Team
Posts: 4,427
Thanks: 999
Fixes: 193
Registered: ‎25-03-2015

Re: Stuck profile

Looks like your account is updated but it's still provisioned on 40/2 on our suppliers side.

 

I'll get and order placed straight away and it should complete within 1 working day and give you the higher speeds as expected.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
jezmjohn
Dabbler
Posts: 20
Thanks: 2
Fixes: 1
Registered: ‎05-05-2016

Re: Stuck profile

Thanks Harry, much appreciated Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 4,427
Thanks: 999
Fixes: 193
Registered: ‎25-03-2015

Re: Stuck profile

The modify order has now completed. Hopefully you should now be seeing the improved speeds.

 

Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team