Infinity Banded Profile

I am wanting to know if BT Infinity has banded profiles. I ask as my downstream line rate has recently dropped since installing a Home Hub 5 and from high 40's down to 35, well 34999 downstream rate according to the modem. What is odd is if I reset the modem it seems to sync back to 34999, coincidence or is something limiting the line rate. It looks like interleaving has also enabled as the attainable rate has dropped from 50+ to 45. I remember before getting infinity with a previous supplier that after a line fault the profile got stuck somehow and a handed profile was applied which somehow limited what it could connect above.
I cannot help but think the line speed drop is as a result of using the home hub 5 but could be wrong, is there any easy way to see if I am on a banded profile, is this something that could be checked somewhere?
Cheers

I thought this may have been a modem problem so I have put back the BT Modem, so the HH5 is no longer using the inbuilt modem. The details from the BT modem is showing the same download rate of 34999.
Below are the stats from the BT modem:
Max: Upstream rate = 9545 Kbps, Downstream rate = 45636 Kbps
Bearer: 0, Upstream rate = 9357 Kbps, Downstream rate = 34999 Kbps
Link Power State: L0
Mode:   VDSL2 Annex B
VDSL2 Profile:  Profile 17a
TPS-TC:   PTM Mode(0x0)
Trellis:  UN /DN
Line Status:  No Defect
Training Status: Showtime
  Down  Up
SNR (dB): 7.4   6.1
Attn(dB): 21.8   0.0
Pwr(dBm): 13.6   6.8
   VDSL2 framing
   Bearer 0
MSGc:  18  28
B:  47  238
M:  1  1
T:  61  33
R:  16  16
S:  0.0436  0.8124
L:  11736  2511
D:  1485  1
I:  64  255
N:  64  255

Similar Messages

Have I been put on a banded profile?

Hello.
On monday I did a reboot of my modem+router and when it connected to internet I have noticed
my achievable sync rate and attainable net data rate has gone down by about 10 Mbps.
I am usually able to sync at around the 48 Mbps and my maximum attainable net data rate has always
been around the 60 Mbps. Now I am only able to sync at no more than about the 42 Mbps and my
attainable net data rate is now showing no more than around the 50 Mbps.
I have been suffering from noise issues lately and so is it possible the DLM has put me on a
banded profile? If I have been put on a banded profile, will the DLM slowly give me back my
line capable speed if the issues go away?
Unfortunately I have never been able to get the further diagnostics check of the BT Wholesale
Broadband Performance Test to work since upgrading to BT Infinity and so I can`t check to
see if there is any indication I am on a banded profile from this check.
This is on a wired connection not wireless.
Thanks in advance for responding.

I have tried a reset of the modem but it doesn't make any difference.
This is what I get now.
VDSL Port Details       Upstream         Downstream
               Line Rate:      7.498 Mbps       41.852 Mbps
    Actual Net Data Rate:      7.479 Mbps       41.777 Mbps
          Trellis Coding:         ON                ON
              SNR Margin:        6.0 dB            6.1 dB
            Actual Delay:          0 ms              8 ms
          Transmit Power:        4.4 dBm          12.7 dBm
           Receive Power:       -7.1 dBm         -13.1 dBm
              Actual INP:        0.0 symbols       3.0 symbols
       Total Attenuation:       11.7 dB           25.8 dB
Attainable Net Data Rate:      7.572 Mbps       50.315 Mbps
This is what I did have before the 19th of May.
VDSL Port Details       Upstream         Downstream
               Line Rate:      8.354 Mbps       48.534 Mbps
    Actual Net Data Rate:      8.334 Mbps       48.447 Mbps
          Trellis Coding:         ON                ON
              SNR Margin:        6.1 dB            6.5 dB
            Actual Delay:          0 ms              8 ms
          Transmit Power:        4.5 dBm          12.6 dBm
           Receive Power:       -7.0 dBm         -12.8 dBm
              Actual INP:        0.0 symbols       3.0 symbols
       Total Attenuation:       11.5 dB           25.5 dB
Attainable Net Data Rate:      8.502 Mbps       58.822 Mbps
As you can see, there is a loss of capable sync speed on my maximum
attainable net data rate sync speed which was always around the 60
Mbps but now at around the 50 Mbps.

Banded profile after line trouble after 3 days

Hi, I had some line trouble over a week ago and needed a BT engineer to come and fix the dead line. This was duly sorted and I found when I connected for the first time after this my down speed was 288Kbps and up was 1024Kbps which I understand is a banded profile because of the connection trouble. I waited for over 3 days and there was no improvement so I disconnected and tried again and my down speed went up to 576 Kbps. Now I have waited another 3 1/2 days and its still the same, I dont want to disconnect again as this could mess up getting this banding removed, do I have to do anyhting else to get my connection back to normal or just wait?
Thanks in advance

Hi it can take up to 5 days continuous connection for the banding to lift can you please post your hubstats and the full diagnostic bt speed test but do not restart the hub as the instructions ask
http://forumhelp.dyndns.info/speed/adslstats.html
http://forumhelp.dyndns.info/speed/speedtester.html
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3072kbps Banded profile not lifting after 5 days.

As the title sais, I'm stuck on a banded profile and it doesn't seem to be wanting to budge.
I've been in sync now for 137 hours with no drops or disconnects.
My speeds are usually up in the 3800-4200kbps range and I've never had a problem with line stability or disonnections that could have caused it prior to the banding taking place.
My only guess is family members unplugging the router overnight when it's not being used, which I've stated over and over again too them that they shouldn't unplug it. but no one seems to listen
Not sure how the process goes on the forums nowadays but If there is a mod I can contact who's willing to unband my line manually (If possible) then I'd be extremely grateful, thanks.
If you felt my post was informative and helpful then please click the star below my name/avatar.
Cheers!

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Possible banded profile?

Hello everyone,
Until recently I have been acheiving downstream speeds of around 17mbps on speedtest dot net, and as such had no problems with my connection but about a week ago, my downstream is constantly around 2mbps. I was wondering if my exchange could have seen my line as unstable and placed me into a banded profile due to repeated resets of my previous netgear router which kept overheating and disconnecting from the internet, which i have since replaced with a home hub. I am on BT option 3 and don't think bt have throttled my speed due to heavy use as I have received no communication from them informing me they have done this. So, if I am in a banded profile what do i have to do to get out of it?
Any help is much appreciated, here are my stats:
Connection Information
Line state
Connected
Connection time
0 days, 00:58:37
Downstream
18,645 Kbps
Upstream
1,178 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.5 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
2.8 dB / 5.9 dB
Line attenuation (Down/Up)
26.9 dB / 8.1 dB
Output power (Down/Up)
28.3 dBm / 1.8 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
2625 / 0
CRC Errors (Down/Up)
6 / 0
HEC Errors (Down/Up)
83 / 0
Error Seconds (Local/Remote)
6 / 0
Download speedachieved during the test was - 1865 Kbps
For your connection, the acceptable range of speedsis 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :18644 Kbps(DOWN-STREAM), 1178 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps

I think what's happening here, is that you're getting the occasional line drop, because of low margin at night.
And because that line drop is falling within the recovery time threshold for IP setting .... the IP is not increasing.
21CN connections often utilise low margin, and also banded profiles for high margin.
Banded profiles come about because of excessive connection noise, and the high noise margin is merely impulse noise protection to try and cover the line characteristics .... you don;t have this problem, as Don has said.
Your situation is that the msan is trying to run the connection at target 6db, which is normal, but the margin is falling a little, a common occurence, and when it falls too low, it'll cause a drop, and if that drop is within recovery as stated, it resets the time control for that recovery .... and I think this because you have an excellent sync rate, but very low IP profile. Clearly it has dropped some way, making me think at some point the line drops
were multiple events.
What to do now .... leave everything alone, no resets as the guys have said. Check to see over the next 5 days, or from the last time you know the hub dropped the connection, and see if it happened at night time.
If it does, and the margin is not increased to compensate, and you will see from the stats the following day, then drop a message in to the mods.
They can ask for an increase in target noise margin, maybe set it to 9db ... and then it should sustain itself, and the IP will then begin to come up, to what it should be for the sync rate.
BT Forum Moderation Team <[email protected]>
Important thing is though.... just leave well alone, no resets or iinterference, you have the basis for an excellent connection here .... if you can just get over this minor low margin bug.

Banded Profile after BT repair

I've been doing a lot of reading over the last few days and believe I have a Banded Profile. I suspect the answer to my question is going to be "Wait until you have had a stable connection for three days and it'll be lifted" but I have a few questions.
History:
Moved into this house mid 2010. Signed up for BT Broadband, phone and BT Vision. Broadband was about 2 Mbps download. Line was a bit crackly. Broadband often dropped when the phone rang.
BT came out and cured the noise BB was up to 3.5-4 Mbps. Bought the BT BB Accelerator Plate. Fitted and 48 hours later had 8-10 Mbps. Hub used to restart once every 2-3 months. No issues no problems.
Until 2 weeks ago.
The Problem:
One day the phone line was very noisy. The broadband constantly dropped and often would not get a connection for hours. When it did it might last 5 minutes. Long story short it was a fault in the line between the street pole and the master socket. Once replaced the line was clearer than ever and the BB was back on.
It was running at 10 Mbps for the best part of a day AFTER the line was replaced. I tested by picking up the phone and making calls inbound and outbound. Nothing caused it to drop. Until the following morning when the hub rebooted itself. Thinking this was just a part of the checks it does now the line was back I ignored it until I realised the speed is down to 3,072 Kbps.
Speaking to BT they mentioned i had a high "Noise Margin" and unable to get a decent explanation other than just wait and it'll come back, I started Googling and found this site. Much reading later (and I HOPE understanding) it appears I have a Banded Profile. I have noticed the general advise is wait until you have 3 days without an interrupted connection before asking for help. Previously I was rebooting every evening and morning on the advise of a work colleague. I got to 3 days uninterrupted earlier today. Came home at 6pm, checked the router stats and found it must have rebooted around 12pm (which should have taken it over 3 days) I checked the speed and it's 3,072 Kbps still. My upstream has increased from 1,038 to 1,138 Kbps. With that the Upstream Noise Margin has dropped from 9.7 dB to 6.3 dB, but why not my downstream Noise Margin? Downstream is still 14-16 dB.
I realise the banded profile is imposed because the constant reboots made BT think it's an unstable line - which it was DURING the fault. However i had a good 18 hours or so with 10 Mbps (with no hub reboots) after the repair only for one hub reboot to apparently cause the Banded Profile (or at least be the one that cause the Banded Profile to be invoked).
Am I correct in thinking 6 dB is best/optimum Noise Margin?
Do I have to wait another 3 days (or more) for the downstream to be adjusted separately?
I can't believe there is still a fault with the line. The line was fine all the way to the street pole but the engineer suspects the line to the house was very old and possibly had a break.
What if I can't get back the old speed I had? It's not life and death but it's infuriating to have 10 Mbps for 2 years, have something fixed and then get about a third of that...
In case it helps stats today
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 14.6 dB / 6.1 dB
Line attenuation (Down/Up) 32.9 dB / 14.8 dB
Output power (Down/Up) 17.1 dBm / 1.7 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 537 / 0
CRC Errors (Down/Up) 0 / 0
HEC Errors (Down/Up) 0 / 0
Error Seconds (Local/Remote) 0 / 0
Thank you
Solved!
Go to Solution.

Like this?
ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 09:12:37
Downstream 3,072 Kbps
Upstream 1,135 Kbps
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 14.5 dB / 6.2 dB
Line attenuation (Down/Up) 32.9 dB / 14.8 dB
Output power (Down/Up) 17.0 dBm / 1.7 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 642 / 0
CRC Errors (Down/Up) 0 / 0
HEC Errors (Down/Up) 0 / 0
Error Seconds (Local/Remote) 0 / 0
If so it was a copy and paste error.
Not doing any more manual reboots/restarts....
BTW are those FEC errors an issue? I didn't think so, but i've already misunderstood one thing so far...

BT faster broadband connection, banded profile app...

Hi can a helpfull person reset the DLM on my line please to remove banded profile, I had another issue
I was trying to resolve which has forced me to move and restart the router many times over the last few days.
I have had poor wifi on my homehub 5 and tried relocating it differnt places. I have noticed that
every time I turn the homehub 5 on, the internet speed has gotten slower. The upload speed
is now a lot slower that it was
I have now, turned off the homehub 5s wifi and cabled 2 acesss points, so wifi works great now and
router is in its final place.
Solved!
Go to Solution.

jondonnelly wrote:
Hi, is there any way to safely power down the router (HH5)without triggering the DLM?
for completeness my stats. My line line is approx 2.4km.
openreach estimated, 2-3mb clean, 1.5-2mb impacted.
VDSL uptime: 0 days, 09:35:376. Data Rate: 797 / 100057. Maximum Data Rate: 1197 / 122658. Noise Margin: 18.1 / 6.79. Line Attenuation: 0.0 / 34.5
Theres something wrong with your data rate
If you found this post helpful, please click on the star on the left
If not, I'll try again

BT Infinity - IP Profile, what speed?

So, On Monday we got Infinity on the site they said the highest amount of speeds are as followed.
Download: 26.3 Maximum
Upload: 5.3 Maximum
I've excedded both of these sevral times and I'm really wondering how close I can get to my IP Profile!
Download speedachieved during the test was - 24.22 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-34.42 Mbps .
Additional Information:
IP Profile for your line is - 34.42 Mbps
Upload speed achieved during the test was - 5.1Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
I've had a few 26.7/8, when the Engineer came round they tested and recieved around 31mbps wheather that was the connection speed or not Idk.
Had an upload of around 5.6 upto 6, can i actually get any closer to my IP profile?
http://www.speedtest.net/result/2191635183.png
Thanks
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If this answered your question please click "Mark as Accepted Solution" below.

Just got my new PC, throughput seems to be nice.
Now getting about 30 ping instead of 50 - 60 and getting 26/27 every time. Will test with a wire soon and I'm using G technology btw, not N sorry about that!
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BT Infinity, IP Profile

Hi, I had BT infinity installed a few months ago and it was fine. However we had to cut the power off to the house and now the internet is slower, it would seem im on a slower IP profile than I was before.
Results are as follows :
Download speedachieved during the test was - 43.52 Mbps
For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps.
IP Profile for your line is - 45.63 Mbps
Upload speed achieved during the test was - 9.75Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
My connection before was around 50-52mb, how can I get this sorted ?

DLM will do it automatically as ryant704 says. BUT be patient, it may take a couple of weeks.
It is worth disconnecting/reconnecting your router (NOT modem) each morning during this period; sometimes DLM increases your sync speed, but this does not get reflected in you profile. The speed you get is approximately the slower of the DLM/IP profile speeds. The reconnection will force the IP profile to match the sync.

Slow Infinity speeds - Profile problems

Hello All,
            I have had the Infinity package since 6/7/2011 with speeds estimated at 34 mb/s. So far the maximum I have received is 10mb/s, and only on one PC for a short time, the average being about 4-5 mb/s.
     On Saturday the 23/7/2011 I ran speed tests using http://speedtester.bt.com/, after disconnecting all but one device from the hub and was recieving about 10mbs, which was confirmed by BT over the phone. I was told that there was a problem with my profile and i was recieving the minimum speed and the profile was reset.
   So far my service has not improved, ping and speed both fluctuating wildly with the maximum i have observed to be 7mb/s average about 4.
My phone has been getting a ping of 140 and speed around 200kps, before the reset ping was around 40 and speed 1-2 mps.
I know it has not yet been 10 days, but i have been paying for infinity for most of a month but recieving a service that is often inferior to the regular bt broadband and the profile reset does not seem to be working and several posts that i have seen say that it should only take 3-4 days for major improvement.
Should i wait until it has been 10 days or complain again?
Thanks
Jamie

      Having been contacted by the mods i have found out that the speed at the hub is around 36mb/s but that is not reaching any device not connected directly via ethernet to the hub.
I performed some tests, for 3 of the main devices on my network. The results shown are an average of 3 consecutive test on speedtest.net and Only the device being tested was connected to the hub at the time of the test.
deviceconnectionDL (Mbps)UP (Mbps)notes
device
connection
DL (Mbps)
UP (Mbps)
notes
laptop
wireless
0.43
1.09
laptop
direct ethernet
36.97
8.16
PC1
homeplug
4.75
5.53
Max dl of 7
PC2
homeplug
2.78
5.13
2 PC's are connected via ethernet over homeplug and are recieving low speeds. Depspite the house being only 2 years old so has new wiring and the occasional peak in speed showing greater download rates are possible i think i am going to have to abandon them.
The wireless connection desite having all g+ devices are also recieving low speeds, lower than on the previous hub before infinity so i do not think the hubs wireless is suitable either
As BT say that thier responsibility only extends to getting speed to the hub not further my plan is to buy a wireless N router and connect it via direct ethernet to the hub then connect the PC's and laptop to the external router with wireless N adaptors. Any other devices such as phones/ non-N adaptors would connect wirelessly to the hub.
Does anybody know if this will work and have any recomendations on the routers?
Thanks

BT Infinity - IP Profile has dropped, how do I rai...

Hi
I month ago I had some issues with my broadband connection, possibly related to the extreme bad weather we have been having. I now find that the IP Profile has dropped to 11.03 Mps (I used to be just under 35).
What process do I need to go through to get the profile re-evaluated/raised? I have re-booted both the white modem and the HomeHub 4.
Download speedachieved during the test was - 10.69 Mbps
For your connection, the acceptable range of speedsis 8.82 Mbps-11.03 Mbps .
Additional Information:
IP Profile for your line is - 11.03 Mbps
Thanks
Andrew

You need an engineer out to test the line and reset your IP Profile. Call CS.

Help with banded profile

Hi Guys,
So I have tried all the tests and step-by-step guides, and I cant get my internet speed back to normal. In the past week it has gradually slowed and now it is nearly at a stand still since saturday. Below is my router stats. My router is connected to the test socket and I have my laptop connected to the router via an ethernet cable. Looks like my noise margin is too high, so do I need to contact the BT mods to have this manually reset? Appreciate all the help guys, I need the internet connection to work from home and I am lost without it so I would prefer to get it sorted asap rather than wait for 3 days on connectivity before reaching out to the Mods!
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 01:18:35
Downstream:
2,112 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
15.5 dB / 20.0 dB
Line attenuation (Down/Up):
57.0 dB / 31.5 dB
Output power (Down/Up):
18.3 dBm / 12.1 dBm
FEC Events (Down/Up):
32 / 0
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0

http://speedtest.btwholesale.com/
using the above website my results were
Download speed 0.05mbps
Upload speed: 0.34
Ping Latency: 51
Download speedachieved during the test was - 0.05 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :2.11 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps
Ill run the bt diagnostic speed test now and post results. Took a lot of attempts to get it to work last time. The acceptable range above is really low as I was used to approx 6mbps so I dont understand how it can be so low now :/

Banded profile

ok .28mb done the 3 days thing but it keeps disconnecting so it never gonna happen sent many emails,also just upgraded to unlimited extrta,,,,simple answer please had enough of speed checks and waiting for stableization stuff ,,
please answer without the 3+ days thing
thanks
Solved!
Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
without statsit is impossible to help so in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results .
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Is this profile look right for infinity 2,no way n...

1. Best Effort Test: -provides background information.
Download Speed
23 Mbps
0 Mbps
38.72 Mbps Max Achievable Speed
Download speedachieved during the test was - 23 Mbps For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps . Additional Information: IP Profile for your line is - 38.72 Mbps
2. Upstream Test: -provides background information.
Upload Speed
8.06 Mbps
0 Mbps
10 Mbps Max Achievable Speed
Upload speed achieved during the test was - 8.06Mbps Additional Information: Upstream Rate IP profile on your line is - 10 Mbps
We were unable to identify any performance problem with your service at this time. It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly. If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
We have identified that you have additional services enabled on you broadband line, please click continue to run advanced service tests.

It's been suggested that a re-boot of your modem/hub might kick the Infinity 2 profile into gear so assuming you've not done that it might be worth a try first before contacting BT.
You won't get to ride the racehorse...until you've ridden the mule.... - RogerB 13/04/2010

I was quoted 24.1 mb for my Infinity i am now at 9...

I had Infinity installed on 18th April with a quoted speed of 24.1mbps. Ever since the installation when the engineer told me i was receiving 21mbps the speed has dropped off lower and lower. Currently it is at 9.37mbps which is unacceptable but i'm struggling like mad to get anyone at BT to properly address the issue.
I have made numerous calls to report my speed and informed them that i have used the BT diagnostic tester and can see my speed is capped with an IP profile 9.68 which is obviously why it cannot run any faster at the moment. All i get though is constantly being asked to reset the modem and router even though i tell them i can visually see what profile i have set on the line and know full well just resetting them will not enable me to go any faster...
I had an engineer come to my home on Tuesday, he checked the line and said its capable of 26mb and could'nt find any fault and yes i was capped after checking at my home and the cabinet and he would ring the helpdesk and find out why the cap was in place and organise a reset. I called again on Wednesday evening as i still had a profile of 9.68 and asked for an update on the IP profile reset.
Again i was asked to reset the modem and router *sigh*. Eventually i was told she would organise a profile reset which should be done within 4 hours and then for me to allow 4 days to restablise after which she would call me back to make sure it was all ok.
This was all well and good, but now after 30 hours still no reset so no improvement. I really don't know what i need to do to actually get anything done.. everytime you call you are back to stage 1 and have to go everything again, everytime they say this will be the last time and we will get it fixed and everytime nothing has been achieved.
What can i do to receive the speeds i was quoted, surely the profile needs to be raised and set at around 24mbps and if the speed is significantly lower all the components need to be checked/fixed/replaced to get the advised service i ordered wether this is the line, OR modem or HH3.
I'm starting to think i will need to contact a 3rd party to try and help me with this issue, is there anything anyone can advise or a number/email i can use to get in touch with a senior manager or this Warren Buckley the MD of customer service. I want someone to actually manage my issue and see it through rather than ringing the standard number and getting a new indian person i often have trouble understanding and starting from what seems like scratch all the time.
(Just for reference i'm connecting to the internet using a Desktop PC, OR modem and HH3 wired connection using the GigE port)
Thanks for reading, sorry it's so long, but i'm so frustrated

Hi Smacro, sorry to hear about the issues your having there. It possibly may sound like your on a banded profile, these generally do lift in time.
Other than that i would recommend you contact the mods: https://bt.custhelp.com/app/contact_email/c/4951
It can take up to 3 days to get a response from the either by email or phone. They are a special UK care team and are very good at getting issues resolved, they will handle your issue until it is resolved.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

Infinity Banded Profile

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