Poor speed, poor support. no feedback

My internet connection became noticeably slow, i have logged a ticket with plusnet on the 17th and had no feedback since..... its like my connection is been limited

Download speedachieved during the test was - 18.72 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-73.68 Mbps .
Additional Information:
IP Profile for your line is - 73.68 Mbps

Upload speed achieved during the test was - 14.99Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

What does this Plusnet field say for your Current line speed, after you log in?

I recently had the same sort of problem and found it took a couple of days before anything happened after the ticket had been logged with Plusnet. But I really cannot fault them on the follow through. They even supplied details of the tests that were carried out. In the end I had an engineer come visit.

Give it another day or two, then if no dice, put it up on the forum.

You might not get a reply to your ticket untill Monday but there is still Sunday to come so you never know

In reply to a post by RobertoS:

What does this Plusnet field say for your Current line speed, after you log in?

Estimated line speed:
80Mb (This may vary between 76Mb and 80Mb) - Checked on 2016-01-17 15:38:52
Current line speed:
21 Mb

then use chat to get it changed to the IP profile

As Jim says.

In reply to a post by Oldjim:

then use chat to get it changed to the IP profile

my current connection profile is 17a connected Data Rate 76123 kbps - 19999 kbps, its not the connection at fault but the achievable throughput...

You obviously don't understand
The Plusnet quoted Current Line Speed is a copy of the IP Profile rounded diown a little bit and your throughput is limited by that
That is why I told you to use Chat to get them to change it

Edited by deleted (Sun 20-Mar-16 20:10:26)

The 17a profile is the particular frequency mapping of the Openreach VDSL2 service and we all have that.

The IP Profile is set by BT Wholesale, to limit the true data speed sent to the DSLAM, to avoid packet loss. Plusnet get an update three or four times a day listing any changed IP Profiles, and set their Current line speed a fraction below it.

Occasionally that update procedure fails. In cases such as yours what has normally happened is that for some reason you had a low sync which dropped the IP Profile and CLS. When you later had a re-sync which raised the IP Profile, the update to Plusnet failed.

As advised, you can contact Plusnet support through Chat and get it manually adjusted. A less reliable method that does usually work is to disconnect the modem for tem minutes or so, then reconnect. This will probably cause a change of IP Profile, and when the Plusnet copy later takes place it is likely to pick it up and correct the CLS.

Reconnecting at this time of day is likely to give you a lower connection speed and therefore IP Profile than doing so well inside daylight hours.