You are basically right but it gets a little more complicated.
The simple bit is that this latest time you spoke to someone who sounds relatively inexperienced and needs a nudge from one of the reps that come here. I suppose you know they've recruited a lot of new support staff. That sort of reply in your situation is in my opinion unacceptable.
However - the BT Wholesale system is designed to handle this sort of thing automatically, and given a few days does. In theory
no ISP needs to take any action.
In practice here are two considerations. The first one is the IP Profile, which I assume is what you mean by the "bracket". From what you've said your line is running under the old DLM system
. Note what I say on that page about how long it takes for the IP Profile to update when it's only a small jump up the table.
The WBC (21CN) IP Profile system reacts immediately. They (BT Wholesale) really ought to make the old one do so as well.
The second one is that Plusnet holds a similar figure called your Current line speed
. You can view that in your Member Centre in the Connection details.
This is a copy of the IP Profile, set a small amount lower. It should adjust within a few hours of the IP Profile changing. The system that does that automatically is prone to failure
. That's when ringing them is almost your only option.
Before the faster IP Profile updating on WBC was introduced, (at first it was slow just like the one you are on), the normal response from all ISPs was that's the way the system works, and you will have to wait. For the same reasons as it was designed that way in the first place.
I think that's covered most of the subject. What I think we should be doing once you've got that under your belt is seeing if we can help you stop your line doing those occasional (very annoying - been there, done that) night-time drops. The starting point is you telling us what router you use
My broadband basic info/help site - www.robertos.me.uk
| Domains,site and mail hosting - Tsohost
Connection - Plusnet
UnLim Fibre (FTTC). Sync ~ 58.7/14.6Mbps @ 600m. - BQM
"Where talent is a dwarf, self-esteem is a giant."
- Jean-Antoine Petit-Senn.
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.