Joined from sky to fibre extra and ip profile stuck :/

We just came over from sky to plusnet and sync speed shows 78mbit on there side but bt wholesale speed test showing this

1. Best Effort Test: -provides background information.

Download Speed
33.89 Mbps

0 Mbps 58.77 Mbps
Max Achievable Speed

Download speedachieved during the test was - 33.89 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-58.77 Mbps .
Additional Information:
IP Profile for your line is - 58.77 Mbps


Had the 10 day supposed trialing period and the speed has never changed nor did we ever disconnect. We are 400meters from the green box and upload speeds show 18.5mbit a second so obviously the line is fairly dam descent. Support were supposed to look at this ticket yet nothing has been done. Seriously annoyed when they cant sort a simple stuck ip profile.

Were using there homehub 2 bt router/modem all in one thing so can't really do stats either which is [censored].

It says we should get 60-78mbit when we joined but if the sync is 78 then surely ip profile shouldn't be so dam low.

We are also suffering from pages timing out when we look at something on all devices

What does it say in the Member Centre >

https://portal.plus.net/my.html?action=data_transfer...

Phone exchange:
CARLISLE
Estimated line speed:
78Mb (This may vary between 60Mb and 78Mb) - Checked on 2016-03-31 15:07:43
Current line speed:
78 Mb

If you can do it now try powering down the router and leaving it off for 5 minutes then switch the power back on, with ADSL it's better not to do it in the evening as the re-sync rate can be low not sure about FTTC.

Where are you getting this "sync speed" from? It clearly isn't 78Mbps from the IP profile, more like about 61Mbps.

When you signed up for Plusnet Broadband, we gave you an estimated line speed. Now that your broadband has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.

Estimated line speed 60Mbps to 78Mbps
Current line speed 78Mbps

Here are my stats

Firmware version: Software version 4.7.5.1.83.8.217.1.1 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 10 days, 18:52:51
6. Data rate: 19999 / 60717
7. Maximum data rate: 25409 / 60206
8. Noise margin: 15.1 / 5.1
9. Line attenuation: 17.7 / 14.4
10. Signal attenuation: 17.6 / 14.5

That confirms that your sync speed is 60717. The Plusnet Current Line Speed is irrelevant, it will eventually settle to just below your IP profile of 58.77 Mbps. You are within your predicted range so may struggle to get any help from Plusnet. What were you getting with Sky?