cancel
Showing results for 
Search instead for 
Did you mean: 

stuck IP profile- 38.71

FIXED
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

stuck IP profile- 38.71

Upgraded from fibre to fibre extra a few days ago (completion email received 0200 Monday), BTW performance test still showing IP profile as 38.71 down, 10 up.

 

Chatted with PN on Monday morning, no issue found, he suggested I needed to wait for up to 10 days.

 

PN is showing sync at 80, and I know that back in 2015 when I first got fibre, I was initially seeing 50.

Checker is showing:

2018-12-27_09-19-19.png

 

Chatted with PN again yesterday morning, Charmaine said she could see the connection was banded and she had requested a change, and I needed to reboot my router after 1630 yesterday - which I did - still no difference seen.

 

Charmaine raised #185844730 for me as well, in which she said she had increased the SNR threshold for the line, because it seemed to be set very low.

 

(I assume the banding and the SNR threshold change are 2 different things)

 

 

Is the fact that the IP profile is still set to 38.71 an issue, or is that there because the banding has not actually been changed yet?

 

 

Is it just a case of waiting, or can someone do something to assist?

 

 

Rob

Tags (2)
29 REPLIES 29
Plusnet Help Team
Plusnet Help Team
Posts: 783
Thanks: 103
Fixes: 43
Registered: ‎23-01-2018

Re: stuck IP profile- 38.71

Fix

Hi ee61re@,

 

Thank you for getting in touch and we're really sorry for any confusion caused.

 

We have updated you via ticket here

 

Please let us know if we can be of further assistance.

 

Thank you.

 

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

Re: stuck IP profile- 38.71

Thanks Ollie, I've seen the ticket update, that's great news.

Merry Christmas to you all!

Rob
Plusnet Help Team
Plusnet Help Team
Posts: 783
Thanks: 103
Fixes: 43
Registered: ‎23-01-2018

Re: stuck IP profile- 38.71

You're most welcome Rob!

 

Merry Christmas and we hope you have a wonderful New Year.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

Re: stuck IP profile- 38.71

This one seems to be going round the houses...

As of this morning, a wired test on http://www.speedtest.btwholesale.com/ is showing:

Download speedachieved during the test was - 20.22 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-44.33 Mbps .
Additional Information:
IP Profile for your line is - 44.33 Mbps

Upload speed achieved during the test was - 1.54Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps


According to https://portal.plus.net/my.html?action=data_transfer_speed

Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
21 Mb

www.speedtest.net test broadly matches the BT one.

 

Why would current line speed be half that of the IP profile?

Plusnet Help Team
Plusnet Help Team
Posts: 15,164
Thanks: 4,699
Fixes: 782
Registered: ‎21-04-2017

Re: stuck IP profile- 38.71

It looks like the profile on your account is stuck, so I've given it a nudge for you now.

If you reboot your router you should see higher speeds.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

Re: stuck IP profile- 38.71

done so, and now have downloads around 37 - so improved, many thanks.

 

Will the account profile now keep step with the BT IP profile?  Having upgraded to Extra, I would hopefully expect to see the profile increase again up to around 50, based on the BT checker.

 

I've just redone a wholesale test, and it now reports:

 

Download speedachieved during the test was - 66.04 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-44.33 Mbps .
 Additional Information:
 IP Profile for your line is - 44.33 Mbps

 

(I assume 66.04 is a lie, seeing as the profile is 44??)

 

Plusnet Help Team
Plusnet Help Team
Posts: 15,164
Thanks: 4,699
Fixes: 782
Registered: ‎21-04-2017

Re: stuck IP profile- 38.71

Glad to hear your speeds have improved. :thumbsup:

The BTW speedtester can give unreliable results occasionally, which is an issue our suppliers are aware of.

As you're above the estimates of your line, it's unlikely that we'd be able to investigate this further I'm afraid.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

Re: stuck IP profile- 38.71

Thanks - are you able to confirm whether the profile is banded?

 

If it is banded, how does it get unbanded and set to a 0-80 profile? Does that occur automatically?

Plusnet Help Team
Plusnet Help Team
Posts: 15,164
Thanks: 4,699
Fixes: 782
Registered: ‎21-04-2017

Re: stuck IP profile- 38.71

The profile is showing at 40/10 still though it's likely this just hasn't updated yet following the product change and probably isn't restricting your speeds in any way, but to be sure I've requested that your account added to the DLM reset tracker.

Let us know how your speeds look next week.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ee61re
Grafter
Posts: 26
Thanks: 2
Registered: ‎12-02-2009

Re: stuck IP profile- 38.71

will do, thanks again.

Plusnet Help Team
Plusnet Help Team
Posts: 15,164
Thanks: 4,699
Fixes: 782
Registered: ‎21-04-2017

Re: stuck IP profile- 38.71

No problem.

I've updated your fault ticket and it looks like my reply crossed with yours. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Balb0wa
Dabbler
Posts: 18
Registered: ‎26-04-2017

Re: stuck IP profile- 38.71

Hello

 

i was on plusnet before i went back to BT, is the DLM reset tracker trial just a plusnet thing?

 

Im on a banded profile, ive posted on the BT forum, but im having no joy at all at getting it reset,no BT people on there willing to help, wish id never moved from Plusnet!!

Plusnet Help Team
Plusnet Help Team
Posts: 15,164
Thanks: 4,699
Fixes: 782
Registered: ‎21-04-2017

Re: stuck IP profile- 38.71

Hi @Balb0wa

No, I believe BT Retail can also submit a remote DLM reset too if the line is showing as banded.

Not sure if there's anything else I could advise I'm afraid apart from it may be worth asking them to provide you with a GEA Service Test and you'll be able to see if your line is banded for sure or if it isn't.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Balb0wa
Dabbler
Posts: 18
Registered: ‎26-04-2017

Re: stuck IP profile- 38.71

Thanks Gandalf, there are no people willing to help on the BT forums, just people saying wait 1-2 months for DLM to kick in, which it wont if its banded'stuck.

 

This place is helpful ,only option for me is calling BT, then getting through to india! 😞