Upgraded to Fibre Extra, but still on Standard Speed

[#1]

I upgraded to Fibre Extra at the start of the week, and had the completion email. But my speed hasn't increased and my modem is synced at 39.99 / 9.99.

The Plus.net profile shows that it's been set to 80, and I should be getting 52 - 78, and the DSL estimator shows these speeds are achievable. But, when I run the bt wholesale speed checker, it's saying the max line speed is 38.

I have raised a ticket a couple of days ago, but have had no response, so no idea whether this is just a waiting game, or if there is an actual fault?

[#2]

have you done a disconnect / connect in the router since the change occured?

[#3]

Yeah a couple of times, restarted it for good measure too

[#4]

Stats below:

Phone exchange:NORWICH NORTH

Estimated line speed:74Mb (This may vary between 52Mb and 74Mb) - Checked on 2018-03-06 11:55:45

Current line speed:80 Mb

Download speedachieved during the test was - 30.12 Mbps
 For your connection, the acceptable range of speedsis 20 Mbps-38.71 Mbps .
 Additional Information:
 IP Profile for your line is - 38.71 Mbps

Downstream:	39.99 Mbps
Upstream:	9.995 Mbps

High	Low	High	Low
VDSL Range A (Clean)	74.5	52.7	20	16.3	44.9	Available	--	--
VDSL Range B (Impacted)	65.2	40	20	11	35	Available	--	--

[#5]

Hi , IP Profile for your line is - 38.71 Mbps looks like one the staff needs to bump you profile a bit

[#6]

Hi , IP Profile for your line is - 38.71 Mbps looks like one the staff needs to bump you profile a bit

I don't think so.  The line is only synching at 39Mb, the upgrade hasn't happened yet, despite the email saying but has!

[#7 · Accepted solution]

Hi there. Sorry to hear your speeds haven't increased following your upgrade to Fibre Extra.

It doesn't look like we've placed the modify order to 80/20 with our suppliers.

I'm placing it now and I'll update your fault ticket shortly. Apologies for the inconvenience caused.

[#8]

Oops

No real inconvenience caused other than wondering what was up.

Thanks for looking into it for me

[#9]

No problems at all. Let us know how your speeds look next week.