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Distinguished Sage
Posts: 60,979
Registered: ‎21-06-2010
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

I have asked a forum moderator to help you they will post their contact link here

john46 | BT.com Help Site | BT Service Status
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Moderator
Posts: 6,999
Registered: ‎18-07-2013
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

Hi @misterbreen

 

Welcome to the forum and thanks for your posts!

 

It does look like you're capped on the 8meg product. We can check from here that the faster speed is available for you and upgrade you if it is.  I can't see why it wouldn't be available when you've had it previously but I'd like to check first of all before making any promises.

 

Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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Aspiring Contributor
Posts: 14
Registered: ‎14-06-2017
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

Thanks all for your help.

This was a much better experience than calling 1st line.

Distinguished Sage
Posts: 60,979
Registered: ‎21-06-2010
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

The information you have sent goes to the forum moderation team who are a small team of UK based BT specialists who take personal ownership of problems posted on the forum and they provide a single point of contact in the UK they will contact you by email or phone and will stay InTouch with you until fully resolved it can take 3/5 working days for them to get back to you as they are busier than normal at the moment 


john46 | BT.com Help Site | BT Service Status
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Aspiring Contributor
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Registered: ‎14-06-2017
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

[ Edited ]

Sounds as though you have alot on, but are you able to confirm if an ADSL2+ circuit is available? (as I had with PlusNet)

 

Many thanks.

Distinguished Sage
Posts: 60,979
Registered: ‎21-06-2010
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

The mod team will contact you personally as soon as your mail reaches the top of their work stack

john46 | BT.com Help Site | BT Service Status
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Aspiring Contributor
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Registered: ‎14-06-2017
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

Hi. Thanks for call yesterday.

Just to confirm, my line speed is still being capped. Perhaps the order to fix this is still in progress.

One thing though, you did say yesterday that I was on ADSL2 but my line was being capped (which your order to BT Wholesale should fix). However, earlier in the thread, I thought my Modulation Type is ADSL_G.dmt which suggested I wasn't on ADSL2?

 

Here is a screenshot from BT Wholesale to confirm the caps are still there:

bt2.png

Moderator
Posts: 9,093
Registered: ‎04-07-2013
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

@misterbreen the order @PaddyB placed with Wholesale will not complete until Monday. There's an 8mb Max profile on the 21CN ADSL2 equipment which you're on at the moment.

Community ModeratorNeilO
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Aspiring Contributor
Posts: 14
Registered: ‎14-06-2017
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

Ok. Thanks.
Moderator
Posts: 9,082
Registered: ‎27-01-2010
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Re: New customer with capped speeds on line :( Down 7.15Mbps Up 0.45Mbps

Hi @misterbreen,

 

I gave your mobile number a quick call, I'm sorry that I didn't get speaking to you. I've check your order and its showing as complete. Your sync speed has increase to 13435 Kbps.

 

How are things with your connection have you noticed an improvement?

 

Thanks

 

PaddyB

 
Community ModeratorPaddyB
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