Plusnet may be restricting your speed

jelv

Some advice for Plusnet users:

Plusnet have had a problem ongoing for many months which means users will not be getting the speeds they should be getting. What is happening is that when BT set a new IP Profile, Plusnet's systems may fail to reflect the change. For some reason it seems this seems for prevalent when speeds rise than when they fall (or maybe it's just more often reported).

How to check if you are affected:

1. Run a BT speed test. In the information it gives will be your IP Profile.

2. Go to the Plusnet member centre and select Connection settings, High Speed Broadband and look to see what your current line speed is.

3. This depends upon whether you are on 20CN or 21CN. If you are on 20CN the BT speed test will have reported on the download only, on 21CN it reports on both download and upload.

21CN: The current line speed should match the IP Profile rounded down to the nearest 100.

20CN: There's a page showing the profile settings in the Plusnet support pages - but I haven't made enough posts to post the link. Search for "Broadband Terminology Guide". If you can't find it and you think your current line speed is too far below your BT IP Profile contact Plusnet.

If your current line speed stays below the value it should be for more than 24 hours you need to contact Plusnet to have it corrected manually.

NB If you know you are on 21CN you can calculate your IP Profile which will be 88.2% of your sync speed.

eldar_2

There could be other factors such as the exchange being congested so even if your sync rate and ip profile is good the exchange might be oversubscribed as well as the ISP's network!

jelv

Exchange congestion etc. is irrelevant to this issue. If your IP Profile is say 12Mbps but the Plusnet current line speed is 8Mbps you are not going to get faster than 8 even if the exchange and everything else is perfect.

If your speeds are down, the first thing to check is if Plusnet are restricting them because of this issue.

eljmayes

I think I may have been affected by this but cannot rectify the situation sadly.

jelv

If you are affected you should be able to get it rectified easily by contacting them and telling them what the BT speedtester says for the IP Profile and what your current line speed says. If you have any problems I suggest you post on the Plusnet community forums where's there's plenty of people to help you identify and resolves the issues.

Alternatively if you post the number of a closed ticket I should be able to get someone from Plusnet to take a look at your account.

Plusnet_company_representative

Or just post the profile details Jelv mentions above in here along with a ticket ID so we can find your account and we'll sort it out for you

Regards,

Matt Taylor
Customer Support

aliasojo

jelv wrote: »

1. Run a BT speed test. In the information it gives will be your IP Profile.

Can you link to the test please?

I googled and the BT page I got wont accept a house name instead of a number on the checker so I wondered if there was another speed test page that would accept phone number or house name/postcode?

jelv

The BT speedtester is here: http://www.speedtester.bt.com/

Unless you have fibre to the premises (FTTP) you need to run



On the next page you only need to put in your telephone number and leave the Service Id blank.

eljmayes

jelv wrote: »

If you are affected you should be able to get it rectified easily by contacting them and telling them what the BT speedtester says for the IP Profile and what your current line speed says. If you have any problems I suggest you post on the Plusnet community forums where's there's plenty of people to help you identify and resolves the issues.

Alternatively if you post the number of a closed ticket I should be able to get someone from Plusnet to take a look at your account.

They won't admit that there is a problem- no callback after three and a half hours earlier today and only communicated with me after I prompted them.

Very disappointed as we live 4km from the exchange but were getting a decent connection of around 2.5Mps two months ago but now we are only getting 0.9 Mps.

This problem was reported to them a month ago but sadly Plusnet have only acted since we got our MAC code yesterday (which took three attempts!).

Thanks for the help though as it is appreciated. I'll try to sort something tomorrow.

eljmayes

Plusnet_company_representative wrote: »

Or just post the profile details Jelv mentions above in here along with a ticket ID so we can find your account and we'll sort it out for you

Regards,

Matt Taylor
Customer Support

I admire your optimism Matt but after five hours on the phone to Plusnet you say my broadband is what it is- slow for the rest of my contract. Very disappointing and I genuinely am upset with your company's conduct.

eljmayes

Going to bump this thread as I seem to encountering an issue with Plusnet (who I'm still with unfortunately). They seem to have set the IP profile very high after an IP Profile reset- over twice as fast as my Internet has ever been (usually runs at around 2MBps and the profile has been reset at 4.9MBps).

My broadband is currently running at 0.1MBps download with the normal ping/upload rate. Can this apparent overload of data damage the line/router? I admire Plusnet's optimism but I'd like a stable connection rather than a gamble that results in a terrible download speed. Plusnet are aware of the issue and state that the line is in need of a seeing to.