What she actually said was

If you are struggling to connect to the Internet then please try powering off your router, this does not apply to Fibre modems, for a minimum of 1-2 hours before powering it back up and attempting to re-establish a connection to the Internet.

In other words don't power of the fibre modem as it is the router connected to ther modem you need to power off as it is a PPP failure not a sync failure

Just quick update on this. Openreach Engineer just spent an hour at my house and decided that the fault is in the exchange somewhere so he off to fiddle about down there.

Here is the state of the line today! He thinks the outage from 4pm yesterday wasn't to do with PlusNet's.

Yes, that's what I was referring to, and yes (to all) I misinterpreted that.

I think my profile might be stuck as my modem is connected at 13391kbps and my speed in the PlusNet portal shows as 11.9 but my speedtest results are only reaching around 7meg suggesting the profile hasn't been updated and it's been 5 days since the line was fixed.

I've posted in the PlusNet community forum too but any chance a PlusNet rep could take a look for me please?

I'd actually expect 11.8 "Current line speed" in the Plusnet portal, and 11.81 in the Further Diagnostics of a BT WHolesale Performance Test.

Whatever, as the Plusnet one is driven by the BTW one, and is correct'ish, it doesn't sound like a profile problem. Have you checked the BT original?

Hi Roberto

You are correct - it is 11.8 in PlusNet current line speed. I will do a BT check at lunchtime and post the results here.

Any idea what the problem could be if it's not a stuck profile? Only my wife was there when the BT guy visited the house and all she told me is that the engineer, after spending about 20 mins in house said it was a problem at the exchange and she didn't see him again. He also changed the master socket to a filtered type while he was there.

BT test results confirm what I said:

Download speed achieved during the test was - 6.78 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 11.81 Mbps

What could be causing the line to be capped?

What happened at 5pm tonight? A re-sync or just a close/open of the session? Has it made any difference?

(It might be an idea to put the live BQM link in your sig for the moment ).

I did a restart of the modem in the hope that it would help and hey presto - it's all back to normal. Here are the new BT Wholesale Performance Test results:

Download speed achieved during the test was - 10.74 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 11.9 Mbps