My 'up to 20 mbs broadband' has slowly deteriorated to half speed

[reab]

Seems that the forum doesn't work correctly with Explorer 9 so posted text in reply below using Firefox 4

[MHC]

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@JohnE wrote:

The "Rate Cap" figures reported by reab's router diagnostics appears to be 24Mbps which is correct for the ADSL2+ service.

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No,   look back to the post which gives his CURRENT 8xxx cap and not the latest post which refers back to a post of quite a while back.

[JohnE]

Yes, it looks like he's on a "capped" 8Mbps service, on a line capable of 24Mbps.  In these cases, what happens is an exchange will have all of it's lines upgraded to ADSL2+ but users will be "capped" at the "old" service rates until they renew their contract.

[MHC]

If he is on a capped service how can you explain that he was getting a 20Mbps servie which gradually degraded?

[reab]

As you can guess I did renew my contract (24months worth) after the bulk upgrade and eventually I did get a 12mbs service which I would have accepted as best in the circumstances untill it went downhill after 5-6months and I'm back at my capped rate before I upgraded and as I said with no change in my working practice.

Can I get a 'reset' of my profile/line/firmware or something as was hinted previously - maybe the profile is stuck!

Help!

[markp]

Hi reab,

If you have an open fault with our helpdesk you can ask to have the lines profile reset, which puts the line back into its initial 10 day stabilistation period.  Once a reset has been done you would need to wait the 10 days before they would be able to test it again.

To get a fault raise contact our helpdesk on these contact options.



Regards

Markp

[MHC]

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@BenLSage wrote:

was getting 8mb for last 2 years, now the line has suddenly become unstable and capped

ridiculous

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60kbps - that is not capped but almost certainly a fault

[JohnE]

You are quite correct, MHC.  It's also a Residential broadband line.  I have directed the user to the correct forum and suggested that he needs to contact the helpdesk

[reab]

Is anybody actually reading this correctly, if this applies to my posts then I'll simply re-state I have a residential line with business broadband!

I'm talking to bt at this moment - very hard going!