topic Re: 21CN Profile not updating on Plusnet's systems in Plusnet Feedback

21CN Profile not updating on Plusnet's systems

Oldjim — Mon, 25 Jun 2012 14:06:22 GMT

Given the fact there there doesn't appear to be a solution in site related to getting the information from the BT systems and using it can I suggest that either
Temporarily remove the Plusnet profile limits - note that virtually no other ISP needs one
Do an automatic profile reset to 88.2% of sync speed for all 21CN users by running a script every 12 or 24 hours or better still when the Plusnet system sees a PPP disconnect/reconnect
Edit - clarified 21CN only

Re: 21CN Profile not updating on Plusnet's systems

jelv — Mon, 25 Jun 2012 14:09:10 GMT

Setting it to 88.2% is not the right thing to do for 20CN users!

Re: 21CN Profile not updating on Plusnet's systems

Oldjim — Mon, 25 Jun 2012 14:13:54 GMT

Clarified - I was only thinking about 21CN but out of interest what would be the effect of doing it on 20CN which could set the Plusnet profile a bit higher than the BT one

Re: 21CN Profile not updating on Plusnet's systems

Anotherone — Mon, 25 Jun 2012 14:22:40 GMT

I would have thought the same effect - but open to opinions.

Re: 21CN Profile not updating on Plusnet's systems

GrahamC — Sat, 30 Jun 2012 21:01:29 GMT

It certainly works OK when the profile moves lower ....

Re: 21CN Profile not updating on Plusnet's systems

dfunked — Mon, 02 Jul 2012 06:41:44 GMT

Nah, it took over a week for my plusnet profile to catch up recently (my ip profile went from 3.9 to 2.9, so wasn't exactly an insubstantial drop!)

Re: 21CN Profile not updating on Plusnet's systems

Oldjim — Mon, 02 Jul 2012 11:01:14 GMT

Due to an unknown line problem yesterday evening I had a number of resyncs at lower speed and yes the Plusnet profile has dropped.
What is the odds that it won't rise again
For information this is what happened - overnight Sunday the computer was in sleep mode so no detailed results

Sun 01 Jul 2012  18:48:07	Rx-Noise=5.8	Tx-Noise=23.0	Rx-Sync=4832	Tx-Sync=448	
Sun 01 Jul 2012  18:58:07	Rx-Noise=5.2	Tx-Noise=5.0	Rx-Sync=4480	Tx-Sync=160	
Sun 01 Jul 2012  19:08:07	Rx-Noise=5.2	Tx-Noise=5.0	Rx-Sync=4480	Tx-Sync=160	
Sun 01 Jul 2012  19:18:07	Rx-Noise=0.7	Tx-Noise=5.0	Rx-Sync=4480	Tx-Sync=160	
Sun 01 Jul 2012  19:28:07	Rx-Noise=5.3	Tx-Noise=5.0	Rx-Sync=4448	Tx-Sync=96	
Sun 01 Jul 2012  19:38:08	Rx-Noise=5.3	Tx-Noise=5.0	Rx-Sync=4448	Tx-Sync=96	
Sun 01 Jul 2012  19:48:08	Rx-Noise=5.2	Tx-Noise=5.0	Rx-Sync=4448	Tx-Sync=96	
Sun 01 Jul 2012  19:58:12	Rx-Noise=6.0	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:09:08	Rx-Noise=6.0	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:19:08	Rx-Noise=6.1	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:29:08	Rx-Noise=6.1	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:39:08	Rx-Noise=6.0	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:49:08	Rx-Noise=6.0	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  20:59:09	Rx-Noise=6.0	Tx-Noise=23.0	Rx-Sync=4704	Tx-Sync=448	
Sun 01 Jul 2012  21:09:09	Rx-Noise=5.5	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128	
Sun 01 Jul 2012  21:19:09	Rx-Noise=5.3	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128	
Sun 01 Jul 2012  21:29:08	Rx-Noise=5.1	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128	
Sun 01 Jul 2012  21:39:08	Rx-Noise=5.1	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128	
Sun 01 Jul 2012  21:49:09	Rx-Noise=6.9	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128	
Sun 01 Jul 2012  21:55:13	Rx-Noise=6.7	Tx-Noise=5.0	Rx-Sync=4384	Tx-Sync=128
<Final resync at 08.40 2 July 2012 after several overnight resyncs - taken from router log>	
Mon 02 Jul 2012  09:31:31	Rx-Noise=5.9	Tx-Noise=22.0	Rx-Sync=4800	Tx-Sync=448	
<connection now stable>

Re: 21CN Profile not updating on Plusnet's systems

spraxyt — Mon, 02 Jul 2012 12:44:48 GMT

Quote from: Oldjim
Due to an unknown line problem yesterday evening I had a number of resyncs at lower speed and yes the Plusnet profile has dropped.
What is the odds that it won't rise again

I think the odds on this are an 100% cert without manual intervention. Since the system seems quite capable of automatically reducing the Plusnet Profile when sync speed falls the underlying change mechanism must be working. In my opinion, six months after this changed system went fully into operation is more than enough for users to expect it to work in both directions without needing prompts via forum posts or calls to the CSC.
Of course, perhaps it does normally work (in both directions), but I don't recall any posts in this forum confirming it does.

Re: 21CN Profile not updating on Plusnet's systems

EnglishMohican — Mon, 02 Jul 2012 19:58:05 GMT

I'm not convinced that the system even tries to honour the profile. I recently did a speed test and achieved a download speed well in excess of my profile at the time.
Now - would I have been wiser to keep stum?

Re: 21CN Profile not updating on Plusnet's systems

RPMozley — Mon, 02 Jul 2012 20:24:11 GMT

Quote from: EnglishMohican
Now - would I have been wiser to keep stum?

Yes
There are odd occasions when the gateway you're connected to doesn't apply the PN profile for some reason. During that time you can achieve a throughput speed more closer to the BT one.
As for profile updating, in my experience it takes quite some days before any movement in any direction. Sometimes it's over a week out of date.

Re: 21CN Profile not updating on Plusnet's systems

Oldjim — Tue, 03 Jul 2012 09:03:34 GMT

As suspected it hasn't increased.
I wonder how long it will be for a Plusnet rep to deign to comment on when they are going to fix it and what plans are in hand, if any, for a temporary fix.
Or even to advise where the problem is - within Plusnet systems or BT's systems

Re: 21CN Profile not updating on Plusnet's systems

leedavies — Tue, 03 Jul 2012 11:07:24 GMT

The problem is clearly Plusnet's system. They have no business using a cached and stale IP profile to cap throughput - BT does that using the up-to-date value. It's plain nuts that Plusnet does this again, and gets it wrong.
OTHER ISPS DON'T DO THIS.
jim:quote

Re: 21CN Profile not updating on Plusnet's systems

orbrey — Tue, 03 Jul 2012 12:16:43 GMT

Hi there,
Chris has explained why we do this here

Re: 21CN Profile not updating on Plusnet's systems

jelv — Tue, 03 Jul 2012 12:38:42 GMT

When is the failure to update the profile issue going to be fixed?
There's a good reason why you need your own setting, but what use is that if the setting is frequently wrong?
Presumably you've done some sort of audit such as checking the current line speed of 100 random users against their IP profiles - what sort of percentage of users are affected?

Re: 21CN Profile not updating on Plusnet's systems

Jaggies — Tue, 03 Jul 2012 16:58:02 GMT

Well, mine certainly isn't updating correctly. I lost my connection in the early hours of Friday morning, so restarted the router, and re-synched at a higher rate.
BT Speedtester shows:
IP Profile for your line is - 15.07 Mbps
Member Centre shows:
Current line speed:
14.8 Mb
The last time the synch rate dropped, the current line speed went down within a few hours, but I've never had it go up without intervention from the DCT.

Re: 21CN Profile not updating on Plusnet's systems

jelv — Tue, 03 Jul 2012 18:35:47 GMT

It's getting very obvious that all the PN bods are avoiding answering when they expect this issue to be fixed!

Re: 21CN Profile not updating on Plusnet's systems

Oldjim — Tue, 03 Jul 2012 19:38:52 GMT

Slight correction

Quote from: jelv
It's getting very obvious that all the PN bods are avoiding answering ~~when~~ if they ever expect this issue to be fixed!

Re: 21CN Profile not updating on Plusnet's systems

choo — Tue, 03 Jul 2012 19:44:51 GMT

I thought the system is based around Juniper ERX's &Arbor's Ellacoya’s IP Service Control System/ Service Logic Software. ?
Until its fully upgraded it looks like we're stuck with the niggles.
Static IP & Fix profile might be an idea for 21cn

Re: 21CN Profile not updating on Plusnet's systems

EnglishMohican — Wed, 04 Jul 2012 07:37:54 GMT

Surely there are two problems - firstly getting the data from BT and loading it into a Plusnet database and then secondly, getting the Ellacoyas or whatever to read the data from the database and implement the limits set.
When we read our profile from the Members Centre, we are surely reading it out of the database rather than from the Ellacoyas. Therefore, there is no evidence that Plusnet can sort the first part of the problem, never mind the second part of it.
I understand that the Ellacoyas involve "clever software" so might take time to sort but receiving a formatted report from another organisation, reading it and updating a database with the figures the report contains is not overly complex surely.
And if its split into two jobs, then Plusnet could hire a second software engineer and work on both jobs at the same time. After that, the new one could look at some of the billing software that Plusnet will not commit to putting right either.

Re: 21CN Profile not updating on Plusnet's systems

orbrey — Wed, 04 Jul 2012 08:59:07 GMT

Morning all.
The problem ID this is being investigated under is 70795, and it's something that we regularly flag to our leadership team as a hot issue - including links to this thread and others (and we'll continue to do so) so it's not losing focus. We also continue to report examples of any occasion where it's not happened that we come across and add them to the problem, and I'll be having a word with one of the developers later on today. If there's anything I can report back on following that then I will do.
Regarding the issue itself. As I understand it the profiling system is nothing to do with the ellacoya traffic management platform, though it does indeed involve getting reports from our suppliers and then applying them to the relevant accounts. Bear in mind a new report is generated every time a line's sync rate changes, and that's for each and every line we look after. This report then needs to be applied to the given line.
There are two problems affecting this - one which is on our side, and one on the suppliers. Of course we are investigating the one from our side, that's the one we'll update. We're also talking to our suppliers about the issue from their side and as things stand are waiting to hear back from them.
As for the billing system - aside from the fact that we're not currently able to change billing dates, what issues is it you're seeing?
Apologies that we aren't fixing these issues as quickly as you like, but I hope that reassures you that we're taking this seriously and are absolutely working to get them fixed.