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eurodat
Aspiring Contributor
393 Views
Message 1 of 17

IP profile stuck at 2MB

Following a storm I had issues with my BT broadband connection. It was running at about 0.16 MB so i got in touch with BT support on 0800 111 4567 (India). Apparently a card needed replacing in the exchange and I assume this happened as my speeds are now around 1.8Mb. They were around 5.6Mb before the storm.

 

It is almost a month since the original fault was reported and I usually get told to wait x days and see if it improves.

 

Various things have happened culminating with an engineer arriving and carrying out some tests on my line. He confirmed the download speed ought to be about 6.8 MB but the IP Profile was set to 2MB and that it would correct itself over the next couple of days.

 

This hasn't happened and I am back in the cycle of speaking to India and being told to wait x days 😞

 

I just want someone to change my IP Profile back to how it should be. That just doesnt seem to be possible.

 

Speed test results below.

 

Download speed achieved during the test was - 1821 Kbps For your connection, the acceptable range of speeds is 400-2000 Kbps. Additional Information: Your DSL Connection Rate :6128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM) IP Profile for your line is - 2000 Kbps

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16 REPLIES 16
Distinguished Sage
376 Views
Message 2 of 17

Re: IP profile stuck at 2MB

Hi you need to contact the forum mods they can get your IP Profile reset for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours may be a little longer over the holiday period

They are a UK based BT specialist team who have a good record at getting problems solved
eurodat
Aspiring Contributor
374 Views
Message 3 of 17

Re: IP profile stuck at 2MB

Thanks for the reply . I have sent them an email so hopefully someone will be able to help. The support centre in India are really very helpful but don't seem to be able to get anything positive achieved.

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Distinguished Sage
372 Views
Message 4 of 17

Re: IP profile stuck at 2MB

the mods will contact you directly by phone or email so you are best advised to leave the mods to deal and avoid contacting the help line
eurodat
Aspiring Contributor
364 Views
Message 5 of 17

Re: IP profile stuck at 2MB

Latest speedtest - Just to show its stable at 2MB ( for mods)

 

Download speedachieved during the test was - 1811 Kbps
 For your connection, the acceptable range of speeds is 400-2000 Kbps.
 Additional Information:
 Your DSL Connection Rate :5920 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
 IP Profile for your line is - 2000 Kbps

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Distinguished Sage
353 Views
Message 6 of 17

Re: IP profile stuck at 2MB

hi yes you are in stuck profile the mods will contact you and get your profile reset may just take a little longer as there are only a few of them working this weekend and they are a small team to start with
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eurodat
Aspiring Contributor
346 Views
Message 7 of 17

Re: IP profile stuck at 2MB

Hi John, hopefully the mods will finally sort this at last 🙂

 

The frustrating thing for me is that its impossible to tell anyone at the Indian call centre that this may be the issue. They seem to have their own agenda about what happens next and wont deviate in the least, even if its just repeating something that happened a week or so ago.

 

Also the 'wait a further x days' mantra wears a bit thin after 3+ weeks of hearing it and seeing no change.

 

They are all nice, polite and helpful people there but I fear they are no substitute for local help.

 

Thanks a lot for yours by the way.

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Distinguished Sage
Distinguished Sage
341 Views
Message 8 of 17

Re: IP profile stuck at 2MB

your connection speed is changed from your original post is this due to the router dropping connection or you doing a manual reset.  if you are having connection problems then getting profile reset will be short lived



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Distinguished Sage
338 Views
Message 9 of 17

Re: IP profile stuck at 2MB

hi in most cases the advice given by them of waiting x days does work as it can take up to 5 days of stable connection to cause a profile increase however on some occasion's a manual reset is needed and that is the case you have
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eurodat
Aspiring Contributor
322 Views
Message 10 of 17

Re: IP profile stuck at 2MB

I think the connection speed change must be due to an issue here. We plugged in some new outdoor Christmas lights and it tripped a circuit breaker. Would that have done it?
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