This topic

Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

TheYetiWakes — Sat, 31 Jul 2021 20:05:11 GMT

Back in 2017 I was originally on BT Infinity 2 (I think that's what it was called) and due to being close to the exchange I achieved solid download speeds of over 70Mbps consistently. Apart from 1 blip, as posted elsewhere on these forums, where my service was cut to 67Mbps and needed a line reset.

However, since BT have changed their promo's and rebranded the service again they moved me over to Fibre 1. although solid and reliable I now only get a max download speed of just over 40Mbps yet the price is still eye wateringly high and has increased year on year.

If I try to upgrade my package it simply doesn't offer Fibre 2 as an option. If I put in a generic postcode for where I live rather than landline number it again only says Fibre 1 is available?

My question is how come I have broadband nearly half the speed of what it was half a decade ago with no faster options available? Is it just that people have swamped the exchange and its no longer possible?

I've done a broadband speed check (hopefully) attached and it seems to me to be reporting that the service speeds of Fibre 2 should be possible?

I run a home Nextcloud server and move a lot of files and a lot of Linux ISO's and things. Faster upload and download speeds would certainly be desirable for the amount I pay a month!

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

imjolly — Sat, 31 Jul 2021 20:39:12 GMT

Can you post stats from your hub/router

Have you been having connection problems with router dropping connection or maybe resetting trying to get better speed or maybe both

Have you checked MYBT for your current package

From dslchecker your up speed was20mb which suggests you are already on fibre 2

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

TheYetiWakes — Sat, 31 Jul 2021 21:04:33 GMT

Yes I did check current package. Its reporting as Fibre with BT Halo 1 (Had to look up what that was which I think is a modem) which I've never been sent or would use as have own third party one.

I've attached details from router. Can see max rate is over 80. I do see some CRC errors reported but again as I said previously they have me on the 1 package anyway and don't even state the Fibre 2 being available.

As for drop outs we had a powercut about a month ago but other than that its been very solid. I've been on this slower speed long before that, since they moved me from infiinity to this new package. As I say even querying BT without them knowing I'm an existing customer they only return Fire 1 as an option and don't even mention Fibre 2.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

imjolly — Sat, 31 Jul 2021 21:54:51 GMT

Did you get a free upgrade to fibre 2 speeds maybe 18/24 months ago which would explain why you package still shows fibre 1

From what you have posted I think you previously had some connection problems which resulted in the DLM putting your connection into a banded profile which explains why you have what appears to be a fixed connection speed of 44mb and up speed of 20mb

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

YetiWakes — Sat, 31 Jul 2021 22:25:10 GMT

Hi. I've not had or been offered any updates at all. I was on Infinity 2 and I've been automatically moved to Fibre 1. Just checked through and searched emails from last couple of years and there is nothing relating to anything like that.

I had problems about 4 years ago that cut speed but after posting here they done a line reset?!? and I've had near 80Mbps speeds until they swapped me to this new package a while ago. Unfortunately we had terminal illness in the house so this was least of worries but would like to sort now and get money's worth!

I have no ideas what DLM or Banded Profile is? May I ask how do I get out of that if it's the cause?

Also one important point. If this is a banded profile problem related to me how come if I go to BT anonymously and lie about my address giving any other one in the village I live in I'm never offered Fibre 2 package? Only ever Fibre 1? Faster option not even mentioned. Can't be whole town wide problem?

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

Checked2013 — Sun, 01 Aug 2021 07:37:37 GMT

The reason why you aren't offered the 80mbs package is because you are already on it. I think you may have got confused when they moved everyone over to Halo 1 and thought that was related to your speed (which it isn't)

It looks like you've got a line problem and the DLM has lowered your speed in order to make it more stable.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

imjolly — Sun, 01 Aug 2021 07:56:37 GMT

as you have 28 days stable connection and still stuck in banded profile I have asked mods to see if they can help you. you are still on fibre 2 just speed restricted by DLM

this may help FTTC DLM - What it is & How it works - Plusnet Community

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

YetiWakes — Sun, 01 Aug 2021 08:23:58 GMT

Many thanks for the help both of you.

I hope simple confusion is the answer and it can get resolved..

Like I say the thing that threw me is if I search for broadband deals and put in a different address on the road I am clearly still offered only two options:

Fibre Essential & Fibre 1 with the lower upload / download speed? That seems a bit odd?

Anyways thanks again and look forward to a mod contacting to hopefully resolve.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

DanielS — Sun, 01 Aug 2021 09:09:38 GMT

Hi @YetiWakes,

Thanks for your recent posts. We will test your line and check your profile to see what's happening.

I've sent you a private message with some info that I need.

I hope that we will be able to help you.

Thanks

DanielS

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

YetiWakes — Fri, 06 Aug 2021 22:58:29 GMT

Hello

Its been five days since request and I've replied to private message with requested info and I've heard nothing since.. presume it's a post covid catch up situation which is fine but please understand one thing.

We've just had a storm and a powercut that's reset router again before profile can be reset!! Please can it be noted this is sod all to do with line reliability and more to do with the big man upstairs!

Thank you. Look forward to hearing confirmation of what's happening.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

pippincp — Fri, 06 Aug 2021 23:23:49 GMT

As long as you replied to the PM from the mods you will be in the queue and they will get to you as soon as it's your turn. Be patient as they must be a bit busy ATM but they will get to you.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

JohnC2 — Sat, 07 Aug 2021 07:14:19 GMT

Hi @YetiWakes I'm sorry that you've not been contacted yet. I've had a look at our queue and can't find a PM from you would you please send it again? We'll check if someone in the team is already working on this for you and if not we'll get it sorted.

Cheers

John

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

YetiWakes — Sat, 07 Aug 2021 07:27:37 GMT

Hi. @JohnC2

It was sent to Daniel S. I simply replied to the PM he sent me? Bis it supposed to be sent elsewhere. If so let me know or I can just PM you direct? Not entirely sure how this is supposed to work

Thanks

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

JohnC2 — Sat, 07 Aug 2021 07:31:00 GMT

Hi @YetiWakes you can reply to Daniel's message or send the info to me. The reply should go into our queue so if you post back and let me know I'll check straight away that we have received it.

cheers

John

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

YetiWakes — Sat, 07 Aug 2021 07:35:39 GMT

Hi. @JohnC2

Just resent PM to you.

Thanks for help.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

JohnC2 — Sat, 07 Aug 2021 07:42:13 GMT

Hi @YetiWakes thanks and we've got your message now. Sorry, but the first one to Daniel never arrived in the queue. We'll be in touch, after the weekend at the latest, to help you with this.

cheers

John

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

TheYetiWakes — Mon, 16 Aug 2021 18:51:57 GMT

So we are now over 2 weeks in since first asking about this and still no resolution.

When they finally received my PM I was told they had done a DLM reset on the line and they could see it was syncing at a higher rate of high 60's. Unfortunately that is just not true and nothing has changed.

Running BT wholesale speed test on a wired PC direct into router in master socket with nothing else connected to the network, again max I could get was still only 37Mbps. The interesting this is this speed test reports that the IP profile of my line is only 38.72Mbps and has everytime I have run it before and after the reset. Seems a bit of a coincidence this is the highest rate I can achieve - There has got to be some other limit in place that this test is picking up that they are missing causing the slowdown.

On top of all this I notice that since their reset was run my DSL connection now resets over night around midnight / 1 am everyday and it never used to do that!

I have PM'd this info to the admin to be told he's not away but someone else will take it up. That was 7 days ago and heard nothing since!

It really shouldn't be this hard. I'm paying for a higher connection rate I haven't had for months but don't see any refund coming or any help to sort it out.

Attached here reports from todays tests.

It really shouldn't be this hard and need this much faffing on the customers behalf.

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

DanielS — Mon, 16 Aug 2021 19:52:44 GMT

Hi @TheYetiWakes / @YetiWakes,

I can see that @RobbieMac picked this up for you from @NeilO.

Robbie is in the office tomorrow. I'm making him aware that you were in touch so he can pick this up with you.

I've noticed that you have two accounts on the Community. Which account would you prefer to keep active?

Thanks

DanielS

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

imjolly — Mon, 16 Aug 2021 20:00:08 GMT

The speeds you are quoting are download speeds but all speeds quoted by BT are connection speeds to your router. No ISP guarantees download speed

Was the notification you received saying that a DLM reset had been done come from the mods or elsewhere?

From the stats you have posted you are on fibre 2 but you are again in a banded profile. Previously you were in 44mb band but now at 49mb band. Another DLM reset is pointless until you can get a stable connection so maybe you need engineer visit

Re: Package & Speed Downgraded - Won't let me upgrade to speeds I had previously

pippincp — Mon, 16 Aug 2021 20:04:00 GMT

@DanielS Don't 2 accounts make you get seen to twice as fast?🤣🤣🤣