topic Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ? in Full Fibre

Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Thu, 05 Aug 2021 08:20:28 GMT

I used to get well over 20Mb but the last few months its been down to 17 or so.
My Router shows the attainable rate to be well in excess of what i actually get.
When i signed up the speed was OK but its very close to minimum Guaranteed Speed now.
Is My IP Profile stuck or should it change automatically ?

I only have one Master Socket and the Router is plugged in to that.

Thanks...

Initial speeds.....

Current Router Speeds......

Test by PC...

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

dvorak — Thu, 05 Aug 2021 08:23:02 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

RealAleMadrid — Thu, 05 Aug 2021 10:49:12 GMT

@milvusmilvus From the modem stats it looks like your downstream is banded at 18Mbps, that is capped at that speed. The fact than the downstream SNRM is much higher than the usual 6dB is evidence of the banding. You need Plusnet to do a GEA test on the line to confirm this. They can then request a DLM reset to remove the banding.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Thu, 05 Aug 2021 11:23:55 GMT

Thanks, I have logged a fault for them to do a line test.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

adam945 — Fri, 06 Aug 2021 08:25:13 GMT

Hi @milvusmilvus

Thanks a lot for reaching out here and apologies for any inconvenience caused by this. You're right, the line can achieve higher speeds, up to 29.1 Mbps according to a more updated BT Availability Tracker. Definitely looks like the speeds have been banded here.

I've now raised this matter with my colleague to have the profile reset, I'll be back in touch once I've had confirmation that the request has been sent.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Fri, 06 Aug 2021 15:09:11 GMT

Thanks for that.

After my report of slow speeds Customer Service have come back with
“ I have tested the line and found no faults. The line is stable and running at a speed of 18mbps.”
I knew that and that’s not the issue so will your reset request still go ahead ?

Thanks.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

BD — Sat, 07 Aug 2021 11:57:33 GMT

Hi @milvusmilvus, thanks for getting back to us and I'm sorry to hear the update you received on your fault didn't like up with what my colleague Adam advised.
I an confirm I've put through the request to unband your speed profile on our suppliers side and this should be completed in the next 3 working days.
I've placed your fault ticket on hold until after this period so we can check back and see how the sync speed is looking. If you're still seeing speed issues beyond Wednesday then please do get back to us and we'll happily look into this further for you.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Tue, 10 Aug 2021 12:12:28 GMT

Looks like the restriction has been lifted. I'll keep an eye on it and let you know how it settles..

Thanks...

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Tue, 30 Nov 2021 09:33:25 GMT

It seemed to fix the problem, but more recently the speeds have been reducing and i think they have done it again.
Its stuck at 16Mb now.

Can anyone help me once more to lift the restriction ?

Thanks.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

adam945 — Tue, 30 Nov 2021 12:33:04 GMT

Hello @milvusmilvus

Thanks a lot for reaching out again and I'm really sorry to hear that you're having further issues on the line. An RRT test has shown further line issues, and further testing on BT Wholesale has found that cross talk has been detected, which has in turn affected your speed profile.

I've now raised a fault with our suppliers to have this investigated further. I haven't arranged an engineer visit yet as cross talk is usually found at the PCP, however if one is required, our team will be in touch.

You can both view and respond to the new open fault ticket here.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	15.8 Mbps
Upstream Speed	4.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	1322.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From15:45to16:15
Interference Location	Unknown
Interference Observed In Days	0
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-18M Downstream, Retransmission High - 0.128M-10M Upstream, Retransmission Low
Time Stamp	2021-11-17T12:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	10.5 Mbps	17.9 Mbps	17.1 Mbps
Up Stream Line Rate	2.9 Mbps	4.2 Mbps	3.7 Mbps
Up Time	0.0 Sec	900.0 Sec	894.1 Sec
Retrains	0.0	56.0	0.1

Radius

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Tue, 30 Nov 2021 14:19:31 GMT

Thanks for the quick response 👍

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Fri, 03 Dec 2021 23:51:24 GMT

I recieved this email today saying it is sorted but even after manually rebooting my router it is still the same.

Also note that my contract originally stated minimum speed to be 16.3

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

adam945 — Sat, 04 Dec 2021 09:24:41 GMT

Thanks a lot for back to us @milvusmilvus

Yeah it looks like an agent who accessed the account yesterday resolved the faults as speeds on our end are looking decent, coming through at 21Mbps. Saying that, something still does not look right to me, in that cross talk is still showing on the line, the profile still appears to be banded, and you're still syncing at a lower rate than what is attainable.

There's been a bit of a mix up, in that we've recently changed the way that estimated and guaranteed speeds are calculated, to give a more accurate reflection of what speeds customers should expect, though ideally, when diagnosing faults, we ought to refer back to the original speeds estimated on your contract. I'm thinking this is why the agent resolved the fault.

Going forward, I'd like to arrange an engineer visit to try and get this sorted. Please respond to the open ticket stating your availability, and give me a nudge on here once you have. I'll get it booked in.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Sat, 04 Dec 2021 09:40:11 GMT

Thanks, i have said available for PM visit next week Mon, Wed, Thu, Fri.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

Edinburgh_wg — Sat, 04 Dec 2021 11:42:18 GMT

removed

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

adam945 — Sat, 04 Dec 2021 14:23:34 GMT

That's all been sorted for you @milvusmilvus

I've just updated the ticket with the relevant information surround the appointment. Hope all goes well on the day, feel free to reach out if you need anything afterwards.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Mon, 06 Dec 2021 16:19:47 GMT

Hi Adam,
The Engineer came round this afternoon, excellent helpful guy.
Line failed on High Resistance check so a couple of them headed down the road and found an old poor connection which they remade.
Passed the test and SNR is currently 8dB. Speed currently 22.3, i'll see how it settles.

Thanks for your help, very impressed with Plusnet customer service on this forum and also the liason with Open Reach.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

Gandalf — Mon, 06 Dec 2021 20:53:34 GMT

Hello, thanks for getting back to us @milvusmilvus

I'm glad to see the engineer's efforts fixed a high resistance fault. Based on the speed you've given, I suspect there's banding on your line again, which doesn't look to have been removed following the engineer completing the job.

I've given it a nudge in the right direction by arranging your line to be reset, which should be within 3 working days.

Let us know how it goes.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

milvusmilvus — Wed, 08 Dec 2021 16:38:54 GMT

Looks like the banding has been removed, the line is doing learning resets every few hours now. SNR is at 6dB as well.

Re: Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

LaurenB — Thu, 09 Dec 2021 09:15:31 GMT

Hiya @milvusmilvus, thanks for getting back to us. I am pleased the banding has been lifted.

There was quite a few drops over the course of yesterday so may be worth monitoring things over today and if the drops persist, we can look to amend your profile from standard to stable, which will try to help and improve stability.