topic Re: Problem after problem in Plusnet Feedback

Problem after problem

skuffdj — Tue, 29 Dec 2009 15:53:57 GMT

Well i had to switch to the pro package, as on unlimited i was only getting one red bar on cod6.. After i switched, the first few days were heaven, 4 green bars, no lag etc.. Then about a week later, i started getting 3 bars all the time, but ive been so busy with work and christmas i havnt had time to test.. I have just ran a speed test, and im only getting 2mb with 200+ms!!! WTF!!! Last time i checked i was getting 5.5mb and only 36ms.. Whats going on plusnet?? As im seriously thinking about paying the money to come out of my contract

Re: Problem after problem

jelv — Tue, 29 Dec 2009 15:58:47 GMT

Run the BT speed test to see what it says your IP Profile is.
Then go to see what https://portal.plus.net/my.html?action=data_transfer_speed says is you current line speed - it should be the same.
If it isn't ring Plusnet and ask for your current line speed to be set to match your IP Profile (they can do that immediately). Any problems post the results here and one of the Comms team will do it for you.

Re: Problem after problem

skuffdj — Tue, 29 Dec 2009 16:17:50 GMT

Bt test
Download speedachieved during the test was - 2300 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :5152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2500 Kbps
plusnet portal is only saying 4000
Like i said i was getting 5.5mb even on unlimited, switched to pro and was getting the same.. Why has it now dropped by so much

Re: Problem after problem

HPsauce — Tue, 29 Dec 2009 16:22:13 GMT

It's dropped because BT has set an IP profile of 2500.
If this is due to a one-off event it should revert to somewhere at or above 4000 in a few days.
Keep your router turned on all the time for now and check all those figures every day, maybe twice a day.

Re: Problem after problem

skuffdj — Tue, 29 Dec 2009 16:30:58 GMT

Hope it does, but why is my plusnet profile only 4000? (is that 4mb?)

Re: Problem after problem

spraxyt — Wed, 30 Dec 2009 01:53:23 GMT

4000kbps (kilobits per second) is equivalent to 4Mbps (megabits per second).
That Plusnet profile implies it was set when the sync speed was in the range 4544-5088kbps, and will probably have dropped to match BT's IP Profile of 2500kbps now. That profile implies you previously synced in the range 2848-3392kbps. Sync speed is set by the connection to your exchange, and Plusnet have no control over that.
However having a high ping implies a fault somewhere in the system, and possibly interleaving has been turned on by the DLM due to perceived line instability.

Re: Problem after problem

Chris — Wed, 30 Dec 2009 09:03:04 GMT

As the others have said, your profile will have dropped due to a lower sync with the exchange. If your line continues to sync higher, you'll see the profile increase again after 72 hours.
I wouldn't expect pings that high even with a low profile, can you run a wireshark capture and attach it to a ticket so we can make sure your gaming is prioritised correctly?

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:01:53 GMT

Im on pro, so shouldn't i get maximum priority on all my traffic?
Ping is slightly better today, but no where near what i was getting
This is a brand new house, that i have lived in for 3 months, and since i arrived ive been getting between 5.2 and 5.5mb for the whole time, so why now has it dropped? Im less than half a mile from my exchange as well..
And tbh i dont have time to do the whole wireshark thing
I also refuse to phone and pay for more help as this is the 3rd problem ive had with plusnet in around 7 months

Re: Problem after problem

pierre_pierre — Wed, 30 Dec 2009 16:12:36 GMT

suit your self, if you dont want help dont complain

Re: Problem after problem

jelv — Wed, 30 Dec 2009 16:20:32 GMT

2.33 is spot on the correct speed for an IP Profile of 2500 and proves that your traffic is being managed correctly (Plusnet are giving you the full speed your line is currently to by BT). You therefore don't need to do any wiresharking.
You need to identify why your router synced at a lower speed causing your IP Profile to be reduced.
Is there ever any background noise when you use the phone? If your router works with RouterStats or RouterStats Lite I'd recommend you run that to keep an eye on the noise margin.

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:23:01 GMT

Why should i have to phone to pay for more help for the 3rd/4th time in 7 months??? Ive now had problems at 2 addresses now.. I obviously want help, but i dont want to pay again.. And i dont need to wireshark as its overall line speed, and not traffic shaping
BT test 2
Download speedachieved during the test was - 2308 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :5152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2500 Kbps

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:32:21 GMT

Havn't noticed any noise on the phone at all.. router stats are
Link Information

Uptime: 1 day, 2:21:59
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,152
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 10.5 / 22.0
SN Margin (Up/Down) [dB]: 20.0 / 12.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 15 / 0
Loss of Signal (Local/Remote): 8 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 29 / 0
FEC Errors (Up/Down): 0 / 12,620
CRC Errors (Up/Down): 0 / 92
HEC Errors (Up/Down): 0 / 68

Re: Problem after problem

jelv — Wed, 30 Dec 2009 16:38:23 GMT

If you've had problems at two addresses it is distinctly possible that there's something wrong with the way you have things set up or with your equipment. There's a number of fellow users on these forums who will help you identify what's causing your problems if you just keep your cool and co-operate with working through what we ask you to do.
The BT speed test you've posted proves that everything is working exactly as it should on the Plusnet side - 2308 is a good speed for someone with an IP profile of 2500.
If you want us to help please describe your setup with regards to all the phone sockets (what's in where), where you have filters, your router. Also if you could answer my question about background noise on the line.
Edit: Just found your last post after I'd typed this.

Re: Problem after problem

jelv — Wed, 30 Dec 2009 16:43:42 GMT

Looking at those stats it appears that your target noise margin has been pushed up to 12, so the router is currently syncing slower than it might. BT push the noise margin up to try and stabilise the line is you either are getting disconnections or there are a significant number of errors - and your stats are showing more errors than I would like.
If you could describe your setup we'll set about trying to discover why those are happening - running routerstats if your router is one that is supported would be good.
Edit: Your attenuation suggests you should be able to sync at the full 8MB.

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:46:17 GMT

Nothing has changed in my set up in the new house for 3 months which i was getting 5mb to 5.5mb the whole time
After i made a complaint in the old house, the problem was sorted almost by magic overnight, with no change to the set up
Phone socket - filter - router supplied phone cable - router
I appreciate the help, but i dont think it has anything to do with my set up, unless its a router problem

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:49:32 GMT

double post - deleted

Re: Problem after problem

jelv — Wed, 30 Dec 2009 16:51:14 GMT

Have you no phones (I meant everything)? If you have a phone is it wired or cordless (DECT)?
Do you only have the one master socket and no phone extensions?
Unless you've already tried alternatives, I certainly wouldn't rule out a dodgy router or filter at this stage.

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:53:44 GMT

Quote from: jelv
Looking at those stats it appears that your target noise margin has been pushed up to 12, so the router is currently syncing slower than it might. BT push the noise margin up to try and stabilise the line is you either are getting disconnections or there are a significant number of errors - and your stats are showing more errors than I would like.
If you could describe your setup we'll set about trying to discover why those are happening - running routerstats if your router is one that is supported would be good.
Edit: Your attenuation suggests you should be able to sync at the full 8MB.

8mb would be nice.. The only thing i can think is that i was reseting the router every night over the weekend to see if would help my ping on xboxlive, that is the only thing that has been different

Re: Problem after problem

skuffdj — Wed, 30 Dec 2009 16:59:55 GMT

I have 1 main socket down stairs, with a wired phone, so Main socket - filter - Home phone - router phone cable - router
Up stairs we have another 2 sockets that were put in when the house was built, but are not used
Ill try and change the filter, but that would mean disconecting the internet, which i was told not to do for a few days? And this is the second router i have at the moment, as the first one plusnet sent me stopped working all together

Re: Problem after problem

Oldjim — Wed, 30 Dec 2009 17:05:24 GMT

Have you tried using the test socket behind the lower part of the master socket