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New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Wed, 04 Nov 2020 12:34:51 GMT

Good afternoon all.

I'm new to BT as of a couple of days ago after moving from Plusnet, since moving we're unfortunately not receiving the same speeds we used to get.

I have attached some screenshots below which I believe shows we're on the wrong line profile for the Fibre 2 package that I signed up for.

As you can see from the Smart Hub 2 and the 'Observed Speeds' back on the 08/10/2020 when we were with Plusnet... something isn't quite right!

Please can someone advise me where I should go from here.

(Edited for Extra Info)

Smart Hub 2 is plugged into a Openreach MK3 VDSL faceplate, the phone also connects directly to this, no extension wiring exists to cause a Bridge Tap.

We're 550mtrs from the FTTC Cabinet, I've walked the line and measured via Google Earth.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

pippincp — Wed, 04 Nov 2020 13:01:41 GMT

Possibly just waiting for G.INP kicking in, takes up to 10 days and should give a speed boost.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

imjolly — Wed, 04 Nov 2020 13:03:40 GMT

I agree you are on fibre 1 not 2 check MYBT to make sure it shows your package as Fibre 2 and if so then phone 150 and get it changed

this is just a customer help customer forum and your post does not go to BT

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Wed, 04 Nov 2020 13:14:45 GMT

@pippincp Fingers crossed I guess!

@imjolly I've checked our account and it shows this

It's like the system is capping us to those artificial speeds because that's all it thinks we can get at this point.

Our line has a Bridge Tap on it which has ruined the upload since we first signed up to FTTC years ago, this Bridge Tap has to be external as the phone joins the VDSL faceplate!

Back when we had Plusnet I used a Huawei HG612B (matched to our Huawei FTTC cab) with the Hub One fed via the WAN port, this HG612B was unlocked and the tones on the line stats showed a bridge tap (according to the smart members of the ThinkBroadband Forum).

I'm now using the Smart Hub 2 which has actually managed to sync us with a slightly better upload to my surprise, maybe the technology has improved.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

imjolly — Wed, 04 Nov 2020 13:06:57 GMT

@pippincp wrote:

Possibly just waiting for G.INP kicking in, takes up to 10 days and should give a speed boost.

profile up is only 10mb so fibre 1 not 2

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

pippincp — Wed, 04 Nov 2020 14:05:52 GMT

@imjolly The max upload also shows less than 10Mb and the max observed speed in the DSL checker.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

imjolly — Wed, 04 Nov 2020 14:23:19 GMT

@pippincp wrote:

@imjolly The max upload also shows less than 10Mb and the max observed speed in the DSL checker.

I see that but if on fibre 2 the up profile would be 20mb regardless of speed but the profile here only shows 10mb so fibre1

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Wed, 04 Nov 2020 14:26:52 GMT

Thank you both for your help and input so far.

I have spoken to support and live chat and both have fobbed me off as they say I'm getting the minimum guaranteed speeds that I've been quoted for this connection.

Honestly I'm testing my hair out here, are there any mods on here who also double up as support for BT? I'd love their input too.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

imjolly — Wed, 04 Nov 2020 14:29:44 GMT

as you have tried CS and got nowhere I have asked mods to see if they can help you they are busy so could take a few days to contact you

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Wed, 04 Nov 2020 14:31:59 GMT

@imjolly You're a star, greatly appreciated. I'll keep you posted with an outcome hopefully.

Thank you once again.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

DanielS — Wed, 04 Nov 2020 14:54:41 GMT

Thanks for flagging this to me @imjolly.

@UploadJohn, we will do all we can to help you. I've sent you a private message.

Thanks

DanielS

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Wed, 04 Nov 2020 15:10:52 GMT

Thank you @DanielS

I have replied with all the information you have requested. Please don't hesitate to reach out if you need any more information, I'm also happy to speak on the phone if required.

Thanks once again to everyone involved, your help is greatly appreciated.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Sat, 07 Nov 2020 13:22:18 GMT

Just a quick update for this, our Estimates page now shows the most recent 'Sync' speeds since we moved to BT, further more proof that are line is more than capable of receiving the Fibre 2 package.

Our speeds however still remain capped to 55mbps, latest stats from the Smart Hub 2 show

Data rate: 7.996 Mbps / 55 Mbps

Maximum data rate: 7.985 Mbps / 68.828 Mbps

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Tue, 10 Nov 2020 18:22:14 GMT

I've not heard anything from anyone with regards to my issue yet.

Here are some SH2 stats took just now.

Still stuck on 55mbps with the Fibre 2 package.

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

imjolly — Tue, 10 Nov 2020 18:58:33 GMT

The mods are really busy just now. They will get back to you when your email reaches the top of the inbox as they deal with all requests in order of receipt to ensure everyone is treated equally as everyone considers their problem a priority

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

JohnC2 — Tue, 10 Nov 2020 19:16:23 GMT

Hi @UploadJohn sorry we have not been in touch yet. I've had a look and your details are near the top of the queue and one of the team will be in touch to help you with this soon.

cheers

John

Re: New Customer from Plusnet - Stuck on the wrong IP Profile?

UploadJohn — Tue, 10 Nov 2020 20:17:13 GMT

@imjolly Good Evening imjolly, I hope my post didn't come across as a complaint, I tried to word it carefully incase a member of staff saw my post and assumed the issue was fixed. I'm just trying to update the thread here with as much evidence as possible should it be of use to anyone who views it.

I appreciate your reply and will wait patiently for the mods to find the time to address my issue. Thanks for your help once again in getting this tagged for mod assistance.

@JohnC2 Thank you for taking some time out of your evening to reply JohnC2, and thanks for the update. I will wait patiently for you or one your team members to take a look at the issue. Your help is greatly appreciated!