New ADSL connection. 8128 sync 2000 ip profile

[LuaKT]

Hi,

BT business broadband was setup on Friday and I have been connected at 8128kbps over the weekend but my IP Profile is still showing 2000kbps. I understand that it can take a while to change but previously all IP Profile changes have happened within 2 days. I hear that it is more common to have a stuck profile at 2000kbps on a line that has never had broadband before, which mine hasn't. I am hestitant to contact BT because they will just say it's still within the 10 day training period and refuse to do anything. My online order tracking page still says "In Progress" due for Monday the 21st...

Any advice?

Thanks

[MHC · Accepted solution]

Almost certainly a stuck profile ...  As it is "flatlining" at the same level, just below 2Mbps it suggest that it has not been updated since your move/upgrade.

Call support and talk them through what you have seen, what you have done and that ebven after several days there has been no change.     If you get teh right support agent they will understand and get teh profile reset.

[kimura]

I agree. This issue needs troubleshooting over the phone since they need to ask you some questions depending on thte error that you are getting. I believe they are open 24/7.

[LuaKT]

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@MHC wrote:

Almost certainly a stuck profile ...  As it is "flatlining" at the same level, just below 2Mbps it suggest that it has not been updated since your move/upgrade.

Call support and talk them through what you have seen, what you have done and that ebven after several days there has been no change.     If you get teh right support agent they will understand and get teh profile reset.

---

So I chatted with 'Kirsten' online and after a bit of convincing she has told me she has requested an engineer to reprofile my liine over the next 72 hours. She said they'll call on Thursday with information.

I guess we'll wait and see, thanks for your help 🙂

[LuaKT]

So it's Wednesday and the profile is still set to 2000 and no word from BT. Guess I'll wait till tomorrow for a call then contact them again..

[LuaKT]

Much to my suprise, BT rang me today and managed to resolve the issue. Profile is now up to 7150.

Thanks.

[MHC]

Happy?

[LuaKT]

"Reasonably" -Huell