topic Re: Ticket 48003464 - Profile consistency check FAIL in Plusnet Feedback

Ticket 48003464 - Profile consistency check FAIL

Andy49 — Mon, 31 Oct 2011 17:51:33 GMT

I was upgraded to ADSL2+ on the 19/10 and I've been going round in circles with the faults team for 10 days on this one and getting nowhere! Plusnet profile is 16 meg but a bt speed test says 7150. I've been told today that the problem is fixed but apparently they never ran a consistency check to see if this was the case. Needless to say I'm still stuck at 7150. Can someone please take personal ownership of this problem and get it resolved?
TIA,
Andy

Re: Ticket 48003464 - Profile consistency check FAIL

jojopillo — Tue, 01 Nov 2011 09:49:02 GMT

Hi Andy49,
I'm going to run some tests and see what I can come up with.
Jojo

Re: Ticket 48003464 - Profile consistency check FAIL

jojopillo — Tue, 01 Nov 2011 10:03:44 GMT

Hi Andy49,
I've updated your fault ticket and sent a request to reset your profile. This normally resets profiling to default, so should clear it off.
Jojo

Re: Ticket 48003464 - Profile consistency check FAIL

Andy49 — Tue, 01 Nov 2011 10:16:34 GMT

Jojo, I don't know if you're aware but this has been tried before with no effect but I'll give it another 24hrs as suggested. Fingers crossed (but not holding breath)!

Re: Ticket 48003464 - Profile consistency check FAIL

jojopillo — Tue, 01 Nov 2011 10:55:55 GMT

Hi Andy49,
I can't see a reference to a SNR reset in your ticket, so that's why I tried that. Although I can see they have been in touch with our suppliers about manually adjusting your profile, which is a different thing.
Jojo

Re: Ticket 48003464 - Profile consistency check FAIL

Andy49 — Tue, 01 Nov 2011 11:46:07 GMT

I've had two more tickets running about this 47234976, 48003442 but the latter one seems to have disappeared from the system! Do have an email copy:
"We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number 48003442 ]
for further investigation.
The following comment was added to the Question
Dear,
I can indeed see the BT profile is showing incorrectly through the Speedtester site as 7150kbps.
We have instigated a SNR reset to try and move this profile to where it should be. This takes around 4 hours to complete and you will need to re boot the router after this time. If this does not move it, we will have to contact BT directly.

[internal]
Ref. no. for SNR reset : 1-9650977173
If this does not work, it will need e chatting." .....23/10/11
I was beginning to think I was losing it!

Re: Ticket 48003464 - Profile consistency check FAIL

orbrey — Tue, 01 Nov 2011 13:26:57 GMT

Hi there,
I can assure you it's still there though is sat with yourself and awaiting a response (should be fine to let it time out as the fault has already been raised now). The former ticket has been closed.
If you can't see the latter one it may be because there's more than 3 open tickets already on the account.

Re: Ticket 48003464 - Profile consistency check FAIL

jojopillo — Wed, 02 Nov 2011 08:58:36 GMT

Hi Andy49,
Looks like that has taken effect now with a profile of 16000. Can you confirm you are getting the improved speed now?
Jojo

Re: Ticket 48003464 - Profile consistency check FAIL

Andy49 — Fri, 04 Nov 2011 10:01:09 GMT

Jojo,
Yes it does look like it's finally been resolved but sync speed is18523 and has dropped from what it was. When I looked a couple of days back I couldn't see that ticket. Thanks for your help, just a pity it took so long to resolve.
Could I ask a favour, can you tell me if the line is fast or interleaved, the reason being my old router showed fast on this line (even after upgrade) while my new bthh2 shows interleaved. Traceroutes show times of 25mS which suggests fast so maybe the bt router is misreporting.
Thanks again.

Re: Ticket 48003464 - Profile consistency check FAIL

orbrey — Fri, 04 Nov 2011 13:20:28 GMT

It's currently set to Auto so will turn on if need be, but the downstream and upstream are both currently on fastpath mode.

Re: Ticket 48003464 - Profile consistency check FAIL

Andy49 — Fri, 04 Nov 2011 20:12:31 GMT

Many thanks, I suspected it was fast, guess I'll put it down to confused homehub!

Re: Ticket 48003464 - Profile consistency check FAIL

spraxyt — Fri, 04 Nov 2011 23:52:11 GMT

I think with interleaving set to 'auto' the minimum depth is '1' - which means fast path. If interleaving is set to 'off'' the depth is '0' which is fixed fast path - but the same behaviour. So the router is probably reporting a depth of '1' as (potentially) interleaved. It's a moot point whether it is misreporting or not.
If the router shows FEC errors normally the count is zero for fast path.

Re: Ticket 48003464 - Profile consistency check FAIL

orbrey — Mon, 07 Nov 2011 09:14:42 GMT

Hi Andy49,
Let us know if there's anything further we can do

Re: Ticket 48003464 - Profile consistency check FAIL

danielfaulkner — Mon, 14 Nov 2011 15:29:34 GMT

Hi,
I have a very similar problem with support. I sent in a reply on Thursday (ticket number 47798288) showing that the BT speedtest was stating i was connecting at 13mbs+ but my profile was still at 6.5Mb and im still awaiting a reply..
Can one of you guys look into it?

Thanks

Re: Ticket 48003464 - Profile consistency check FAIL

jojopillo — Tue, 15 Nov 2011 09:05:43 GMT

Hi danielfaulkner,
I've reset your profile in order to try to resolve this. It can take up to 24 hours to take effect. Let me know if it clears this for you.
Jojo

Re: Ticket 48003464 - Profile consistency check FAIL

danielfaulkner — Tue, 15 Nov 2011 10:37:32 GMT

Hi Jojo,
Excellent thanks for that
Dan

Re: Ticket 48003464 - Profile consistency check FAIL

danielfaulkner — Wed, 16 Nov 2011 23:43:56 GMT

Hi,
ive replied to the ticket but it still seems that according to the BT speed check.. (notice the IP Profile for the line!)
Download speedachieved during the test was - 5957 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :12823 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps

Any more ideas?
Thanks,
Daniel Faulkner

Re: Ticket 48003464 - Profile consistency check FAIL

adamwalker — Thu, 17 Nov 2011 15:48:11 GMT

Hi there,
We've checked your line and you currently have an 11mb profile at present. I'm going to advise that you raise a fault with us if you're still seeing speeds around 6.5mb. We've noticed another customer with the same issue which has been resolved today, so the chances are that this is now fixed, could you do another speed test for us please?
BTW we suspect this happened because of an issue changing from 20cn to 21cn which didn't seem to update the IP profile correctly.