Assuming the account is active on our systems, the router should connect within 10-15 minutes. From the very brief look I've had, the problem may have been due to the original router not arriving early so we sent another (the agent did it incorrectly too) which meant that when the original router did turn up, the serial number on the account related to the new router.

Chris - any chance you could look at this thread please?

That could be reason then.
I had phoned sales team re: router not arriving. The router did arrive on the same day and I informed the sales team and they said they will cancel the order for new router which didnt happen it seems.

Anyway no point in thinking of 'should haves' as I see things. Lets look forward to sorting the speeds which I should get...

Thanks Chris for you help. Will wait for your updates regarding further tests your faults team are presumably undertaking at this very moment...Cheers..

I did those tests using the test login info Chris provided.
Have Chris and posted the results elsewhere..
I am posting it here too as some of you guys have encountered similar results or may in future...


TAP 3 Test Results:

1. Best Effort Test:

Download speed : 14.09
IP profile: 14.87

2. Upstream test :

Upload speed : 0
IP profile : 20

Your service was found to be performing poorly.

Please raise a fault with your service provider, stating that the BT performance tester tool indicates poor service throughput performance after the third test.

http://img201.imageshack.us/img201/8413/pnerror3.jpg

Edited by deleted (Wed 16-Jan-13 13:10:06)

In reply to a post by abhijack:

In reply to a post by Chrysalis:

is it really that hard to test from master socket?

Well it is, as the BT modem is wall mounted by the engineer about 5 metres away from master socket.

cant unmount it?

looking at the back of my modem it looks like they slide onto a bracket so it shouldnt be impossible.

In reply to a post by Chrysalis:

looking at the back of my modem it looks like they slide onto a bracket so it shouldnt be impossible.

Mine just lifts off two screws with no trouble at all.

have an engineer appointment booked..

i am too anxious to cause any equipment fault by fiddling with it and thereby being charged £60/-. ..so i will leave it as it was set up i think...

Guys can someone gimme an idea what the engineer who comes to diagnose the fault is supposed to do? i.e tests, checks etc..

Just to make sure that they do the relevant checks...

Plusnet says my IP profile is set at 15 MB due to low sync speed..

So will there be point in connecting modem to master socket when the profile is 15 Mb...?

Another query:

How does/can the engineer coming to check for faults get around this IP profile thing?

On 21CN and Fibre the IP profile is increased immediately to match the sync speed