Major fibre broadband installation fail - plusnet

[#1]

Aha - getting somewhere, Jelv. It seems overnight things have perked up and I'm now on 37MBs download speeds. I'll give it a few days of 'training' and see how it pans out. Meanwhile we have fibre and also now have a service!
Well - it would appear things have finally got there!
Thank you everyone for your support!   

[#2]

It doesn't "train" in the way we were wrongly advised for ADSL2+.

Quote

2.2.1 Dynamic Line Management Dynamic Line Management (DLM) is employed in GEA-FTTC. DLM constantly manages lines to maintain a target link quality (speed and stability). It does this for as long as the product exists. At provision, the line is put on “wide open” VDSL2 line profiles allowing the upstream and downstream line speeds to run at the upper limit of the product option selected. On the first day of operation, DLM will intervene if severe instability is detected. Otherwise, DLM will wait until the day after provision before deciding if it must intervene, provided that the line has been trained up for at least 15 minutes during the preceding day.

BT SIN 498.

[#3]

I think I vaguely grasp that.  So what I've got is the max I'll likely ever get? 38MBs seems not to match the product information from PlusNet for the Fibre Unlimited Extra - I bought the upper limit rather that the half-way house. I'm also 134 meters from the exchange so I should be nearly as good as I can get.
This is what my blurb currently says:
Phone exchange:
REIGATE
Estimated line speed:
69Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2015-06-23 13:46:31
Current line speed:
38.6 Mb
I left the support ticket open with a request staff just give things the once over. Hopefully they'll let me know if there is a problem, but it doesn't seem to want to use the full line (I know it won't really get near 69Mb!).  I had hope 'training' would increase this speed but you're saying training's done?  I can get the odd burst to 42MBs. Stability seems good.
Hmmm.

[#4]

What does https://portal.plus.net/my.html?action=data_transfer_speed say now ?
and what does the BT Speedtest say your IP profile is ?

[#5]

I posted this a little earlier. It's still the same:
Phone exchange:
REIGATE
Estimated line speed:
69Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2015-06-23 13:46:31
Current line speed:
38.6 Mb
Download speedachieved during the test was - 37.29 Mbps
For your connection, the acceptable range of speedsis  20 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
What I bought from Plusnet:
HIS IS YOUR CURRENT BROADBAND PACKAGE
Unlimited Fibre Extra£19.99
per month
Unlimited Usage Allowance
70.5Mb download speed (estimated)
20Mb upload speed (estimated)
You've 17 months left of your 18 contract
Designed for demanding users

[#6]

Yeah, that's not right. You're on Fibre Extra so shouldn't be restricted there. Give me a few mins to have a look.

[#7]

Hi Chris
Thanks - I just updated that information for you!

[#8]

Quote

What does https://portal.plus.net/m...ction=data_transfer_speed say now ? and what does the BT Speedtest say your IP profile is ?

I see you had posted the Line Speed,  Must go to specsavers Although it's the BT IP Profile that really gives the game away that there's something wrong, it looks like you're on a 40Mb provision. I'm sure Chris will sort it out...

[#9]

Right, for some reason the order went through as a 40/2 order. I can only assume due to the initial problems with the order and the line routing causing the estimates to be a bit off.
I've just put a modify order through to fix this and it should complete on Monday.
Sorry about that!

[#10]

Thank you Chris - that's kind of you! My support ticket has the same sort of question in it; should I close that or can you amend it?
Clive

[#11]

I've already replied to it

[#12]

Thanks!

[#13]

@bluegunk
Just some info. You posted the downstream IP Profile from the BT Performance Test Further Diagnostics page. This post is no use to you at this point in time, but may help anyone with a similar problem reading this thread.
The upstream IP Profile makes it obvious, because it bears no relation to the upstream sync. It is the limit of the package ordered. Always 2, 10 or 20 depending :).

[#14]

Ermm thanks! If I truly understood what you meant I'm sure I could act on it. I was just clicking on the bits people asked me to. I'm OK with most computer things but the wonderful world of BT's fibre 'melange' of a product is a bit beyond my humble skills.   
As things are, it seems Plusnet accidentally put me on the half-way broadband fibre package instead of the full. Chris is rectifying it so by Monday pm I should have everything I ordered.

[#15]

Champagne everyone! 
Many thanks to Plusnet staff for bringing this to a very happy and satisfactory closure. Matty, Chris and all - many thanks!
I am now running at full blast (I mean broadband is - ahem, not me personally) and all is well.
And thanks for your comments all - it's been an interesting experience.
I'll sign off here and and this thread is closed. Cheers all!