Wrong line profile

[#1]

Hi, I've been connected to Plusnet for 14 days and have received an email today stating my minimum download speed is 57mbps, this is the same was was promised at sign up.

I sought help yesterday, and a question was opened, as the maximum speed I can actually get (whether connected to the test socket via ethernet or otherwise) is 35mbps.

A Quba engineer visited and changed my face plates, but he noted that the speed was unchanged following his visit, and that there are no internal faults.

I was previously on a 40mbps cap with Vodafone, and believe this is still in place at the cabinet, vs the 80 profile I should be on. Before signing up to Plusnet I have never paid for or seen speeds above my current.

I have never received any communication from Openreach to confirm that my line profile has ever been touched.

My immediate housing estate neighbours are getting 70+ mbps, just meters away.

The data rate quoted in my router stats is 8.494 / 39.999

I responded to the Plusnet question following the engineer's visit, saying that I believe I am on the wrong profile.

However that was ignored and my question has now been closed with the reason:-

"we believe your broadband speeds are faster than the Minimum Guaranteed Speed of 57.4Mbps we promised you."

What should I do now please?

Thanks for any help

[#2]

@alicelight80 Welcome to the forums. Are you using the Plusnet supplied Hub2? It looks like you are on the wrong profile, as you say.

I suggest you call tomorrow and ask them to check.

[#3]

Thanks, yes I am on Hub2 as supplied, ran through factory resetting the router, doing speed test, videoing my test socket (!) with the person on the phone yesterday after I texted Help - is this still the best way to raise things? Just a bit disappointed my issue was closed with no resolution!

[#4]

This is, as I said, a profile issue, and only PN can sort it, so yes calling them is the best way. If it isn't sorted to your satisfaction tomorrow, reply to this topic again and we will try to help.

[#5]

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@alicelight80 wrote:

The data rate quoted in my router stats is 8.494 / 39.999

---

Can you also post here your router stats for -

        "Maximum data rate:" 

and 

        "Noise Margin:"

[#6]

Maximum data rate: 15.099 / 50.358
Noise margin 8.6

The Qube engineer did something or other to disconnect internal extensions and put new faceplates on, but doubted speed would improve

[#7]

Ah, so maybe it isn't a 'profile' issue, but a line fault, then.

@Anonymous thanks for the question - although the 39.999 figure seems a little 'suspect'?

[#8]

Prior to engineer's visit, the noise margin was 8.1 and max rate 48mbps, so it improved slightly stats-wise but not to 57mbps

[#9]

And my line speed is 35..

[#10]

@alicelight80 I suspect there is a fault on the Openreach infrastructure. Is it possible to post a screenshot from this link, obscuring your address? BT Broadband - Address 

[#11]

I'm not sure I can post pictures on here as a new user? But I looked at those stats earlier and it's giving, for my specific address, stats that seem the same as Plusnet promised.

Max 80 VDSL, downstream handback threshold 58mbps on impacted, 63.1 on clean

[#12]

Yes you can post pictures. Assuming you are using a desktop/laptop, take the screenshot, obscure your details, and the click the 'mountain' icon to the right of the 'smiley face', and follow the prompts - it is much easier for us to work from a full picture of the situation.

[#13]

ah yes, switched to laptop...

[#14]

Whilst I'm at it...

[#15]

Thanks for that, @alicelight80 . You clearly have a line fault, from previous information and that data. Unfortunately , it is now the weekend, so response times from PN will be extended, but I suggest as a first step that you report a broadband issue via this link:https://www.plus.net/help/report-a-problem/ . You probably won't get a response until tomorrow, but whenever you do, let us know what it is, please.