topic Re: Ticket 43313683 - Re LTB - Slow responses by support in Plusnet Feedback

Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Tue, 28 Jun 2011 11:38:46 GMT

Can somebody at plusnet please look at this ticket. I have now taken two days off work and am no further forward. I feel a MAC code request will be the next step.

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Tue, 28 Jun 2011 12:08:26 GMT

I've got your account open in front of me now cornwallsurfer. I'll come back to you with more info shortly.
I hope we can turn this around soon for you.
Adam.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Tue, 28 Jun 2011 12:58:51 GMT

Hi Adam. Thank you very much for such a quick response both on here and by telephone. I look forward to seeing how the SNR reset goes.
I will keep a close eye on the sync rates over the next 10 days.

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Tue, 28 Jun 2011 14:23:22 GMT

Thanks a lot, as mentioned I won't just rely on the SNR reset, I'll check back with you every few days for signs of improvement and we'll get an engineer out to you ASAP if nothing changes.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 30 Jun 2011 09:39:12 GMT

Hi Adam
I have left some stats on the ticket for you to have a look at.
Kind regards
cornwallsurfer

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Thu, 30 Jun 2011 12:13:26 GMT

Thanks,
It looks like things are getting better and that the connection is remaining stable. I've set my self a reminder to check back with you next week.
Don't worry about posting router stats as we can gain that kind of info from line tests.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Tue, 05 Jul 2011 07:41:03 GMT

Whats happening. No profile change?

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Tue, 05 Jul 2011 10:10:05 GMT

Hi there,
As mentioned on the ticket the profile change depended on the connection remaining stable for 48 hours. Unfortunately that hasn't happened.
I'm picking this up with our faults team now who should respond again ASAP.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Tue, 05 Jul 2011 10:22:12 GMT

Thanks Adam. I noticed the router had reset itself but not sure how many times it has done this.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Wed, 06 Jul 2011 08:33:07 GMT

Hi Adam
The latest change seems to have done the trick.

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Wed, 06 Jul 2011 09:00:47 GMT

Good news, thanks for letting me know

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 08:30:35 GMT

My plusnet profile is correctly showing 8Mbps. However the BRAS seems to be stuck on 6Mbps.

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Thu, 07 Jul 2011 08:47:55 GMT

Your profile both with us and on the BRAS is currently 8mb. Can you try running a test at http://www.speedtester.bt.com

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 08:55:28 GMT

Hi Adam
Tried the bt speed test last night & this morning and BRAS was showing 6Mgps. Will try again later after work.
Thanks for your quick response.

Re: Ticket 43313683 - Re LTB - Slow responses by support

adamwalker — Thu, 07 Jul 2011 09:45:43 GMT

No probs, I'll look out for a reply.

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 16:30:40 GMT

Hi Adam
BT speedtester is still showing 6000 Kbps
1. Best Effort Test: -provides background information.
Download Speed
5487 Kbps

0 Kbps 7150 Kbps
Max Achievable Speed
Download speed achieved during the test was - 5487 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
2. Upstream Test: -provides background information.
Upload Speed
364 Kbps

0 Kbps 448 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 364 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 448 Kbps

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 19:45:04 GMT

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 19:57:02 GMT

Uptime: 1 day, 1:40:44
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,155
Data Transferred (Sent/Received) [MB/MB] 45.95 / 706.90
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 21.0 / 37.5
SN Margin (Up/Down) [dB]: 19.5 / 6.0
Vendor ID (Local/Remote): TMMB / TSTC
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
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 1,190 / 0
CRC Errors (Up/Down): 1,190 / 4,476
HEC Errors (Up/Down): 49,998 / 3,973

Re: Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer — Thu, 07 Jul 2011 20:03:56 GMT

Re: Ticket 43313683 - Re LTB - Slow responses by support

orbrey — Fri, 08 Jul 2011 10:47:50 GMT

I've just run a line check which showed up a consistency fail, so automated reprofiling is now going ahead which should fix this (the consistency check fail is the reason your profile hasn't been updating). I'll check the line shortly and let you know how that's gone.