Hi, I had my line upgraded to 21cn 18 days ago and my hub is synched at 19125kbps but when I use the BT speedtester it still says my profile is 2000kbps.
Is this a stuck profile? I've contacted support 3 times but not had any joy, is there another number I can ring?
It sounds a bit like my latest issue,
Normally I would advise not unplugging the HH, however on this occasion it seems to have worked. Disconnecting like this can cause the drop out to be seen as a glitch or line fault and result in a temporary loss of speed, however in the past that has recovered for me within hours... and on this occasion seems to have corrected the problem.
If you do try this then allow at least 24 to 72 hours to see if any increase, although mine recovered in 12 hours from reseting.
I phoned support again today, who performed a line test for me, which caused my hub to disconnect and resynch at 2755kbps.
They then informed me that there was a fault somewhere causing my low IP profile, now waiting for a call-back within the next 24 hours from the fault team.
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Still no joy, support contacted me to say they'd done some work and things would improve after 24 hours, but the only change is that I'm now synching at 7,645 Kbps and my IP profile is still 2000kbps, so it seems they've made things worse!
I'm getting fed up with the situation now, after being on a solid line for 4-5 years I've effectively been downgraded instead of upgraded.
Just looked at my Hub stats which looks like I'm back to ADSL2 for some reason
Looks like your connection is maybe still unstable ... and has re-negotiated adsl2 .. in a bid to stabilise ....
Clearly you have a case file open as Steph has been in touch already ....
Just reply to the mod team, as clearly this is still "work in progress" .... 😉
And don't worry .... they'll get there .... it's what they do best.
Had another call from support today and I happened to mention that I'm still using a v1 Hub, which apparently could be the problem, so they are sending me a v2, hopefully it'll improve things.