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I'm not getting what I was offered

NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

I'm not getting what I was offered

When I started with plusnet about a month ago, when I was told that I should expect about 13Mb/s. I currently get about 6.5Mb/s: quite a considerable difference.
I raised a fault, and I have been impressed with the way the fault has been handled in every respect except for the core problem. The technical support team have responded promptly, but haven't resolved the problem. Previously, I was with a ISP on ADSL, and was getting about 6Mb/s. I moved to plusnet because they offer ADSL2+ (which my exchange supports), and I'm getting pretty much the same speed as I was on ADSL. Surely that can't be right? plusnet were very adamant that I would get 13Mb/s. Why am I not? The support team haven't come up with any answers.
12 REPLIES 12
MisterW
Superuser
Superuser
Posts: 14,575
Thanks: 5,411
Fixes: 385
Registered: ‎30-07-2007

Re: I'm not getting what I was offered

Are you sure you're actually on ADSL2+, can you post your router stats.

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adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: I'm not getting what I was offered

Hi there,
This is happening as your connection seems to be dropping again. Since we last updated you on 30/5/10 the connection has never reached a solid 72 hours of uptime so the speeds never increased.
I've passed your ticket back to our faults team for their attention, once we've resolve the dropping connection issue your speeds will improve.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
pierre_pierre
Grafter
Posts: 19,757
Thanks: 3
Registered: ‎30-07-2007

Re: I'm not getting what I was offered

Welcome to the Forum, nine to the sky
Your not turning your router off are you?
NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

Re: I'm not getting what I was offered

Thanks for all your responses, and the welcome.
plusnet confirm that I am on ADSL2+. How do I publish my router stats? (I have a Belkin N1 Vision.)
Since 30/5/10, I have disconnected the router once, on the request of the tech advisor, to do a speed test in the BT test socket. The last communication I had from the faulty team (if you see what I mean  :))
was (and I quote): As per our conversation this afternoon, the connection is holding strong and you should start to see some inprovements with the speed within the next 24/48hrs.
MisterW
Superuser
Superuser
Posts: 14,575
Thanks: 5,411
Fixes: 385
Registered: ‎30-07-2007

Re: I'm not getting what I was offered

Quote
How do I publish my router stats? (

Found this on http://forums.thinkbroadband.com/dslrouter/3415923-getting-belkin-n1-vision-stats.html?vc=1
Quote
The N1 Vision Modem Router (F5D8632-uk4) has a hidden developer page :
http://your.router.ip.here/wukongjiuwo.html
On this page is a console/command line box. In there, type :
adslctl info --stats
and click enter.
Hey presto - Full Line Stats

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NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

Re: I'm not getting what I was offered

Thanks for the reply, but all that brings up are the stats that are on the setup front page. Most of it are my addresses, which I'm guessing you don't need to see?
MisterW
Superuser
Superuser
Posts: 14,575
Thanks: 5,411
Fixes: 385
Registered: ‎30-07-2007

Re: I'm not getting what I was offered

What we need is the downstream and upstream attenuation, speed and SNR figures , are they there ?
and the mode would be useful , something like G.992.x or G.DMTx

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NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

Re: I'm not getting what I was offered

Downstream: 10789
Upstream: 444
As far as the other information is concerned, apparently you don't get that with Belkin. I've googled it, and this is a typical comment:
This is one of the big flaws of N1 Vision, you get less vision where your ADSL connection is concerned and there is no way to get more stats.
Others have complained to Belkin about this but it is slow getting any new firmware from them, and may never happen.
NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

Re: I'm not getting what I was offered

Update: success! What you said was right. I've no idea why I didn't get the results when I tried it before. They are:
adslctl: ADSL driver and PHY status
Status: ShowtimeRetrain Reason: 8000
Channel: FAST, Upstream rate = 444 Kbps, Downstream rate = 10789 Kbps
Link Power State: L0
Mode: ADSL2+
Channel: Fast
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 5.8 25.9
Attn(dB): 38.5 19.7
Pwr(dBm): 0.0 13.0
Max(Kbps): 12724 1036
Rate (Kbps): 10789 444
G.dmt framing
K: 159(0) 64
R: 12 0
S: 1 1
D: 64 1
ADSL2 framing
MSGc: 63 10
B: 158 63
M: 1 1
T: 2 1
R: 12 0
S: 0.4701 4.5309
L: 2910 113
D: 64 1
Counters
SF: 16609351 14965391
SFErr: 657 0
RS: 2292090546 0
RSCorr: 479945 0
RSUnCorr: 13252 0
HEC: 587 0
OCD: 8 0
LCD: 0 0
Total Cells: 2559676979 414589
Data Cells: 7535405 4136
Drop Cells: 0
Bit Errors: 0 0
ES: 1147 0
SES: 1 0
UAS: 65 0
AS: 269377
INP: 1.05 0.00
PER: 16.21 18.12
delay: 7.52 1.13
OR: 34.03 7.06
Bitswap: 34010 132814
Total time = 1 days 2 hours 34 min 32 sec
SF  = 37849544
CRC = 2019
LOS = 1
LOF = 9
ES  = 1147
Latest 1 day time = 2 hours 34 min 32 sec
SF  = 571736
CRC = 17
LOS = 0
LOF = 0
ES  = 13
Latest 15 minutes time = 4 min 32 sec
SF  = 16759
CRC = 0
LOS = 0
LOF = 0
ES  = 0
Previous 15 minutes time = 15 min 0 sec
SF  = 55535
CRC = 1
LOS = 0
LOF = 0
ES  = 1
Previous 1 day time = 24 hours 0 sec
SF  = 5327257
CRC = 180
LOS = 0
LOF = 0
ES  = 130
15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
SF  = 55473
CRC = 0
LOS = 0
LOF = 0
ES  = 0
15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
SF  = 55473
CRC = 1
LOS = 0
LOF = 0
ES  = 1
15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
SF  = 55473
CRC = 0
LOS = 0
LOF = 0
ES  = 0
Showtime Drop Reason: 8000
Last Retrain Reason: 8000
MisterW
Superuser
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Registered: ‎30-07-2007

Re: I'm not getting what I was offered

Ok that's better.
Well your are definitely on ADSL2+ and your synch speed of 10789kbps is not that far out for your reported attenuation of 38.5.
Try the kitz calculator here http://www.kitz.co.uk/adsl/max_speed_calc.php. The 38.5 is actually a calculated one so the static one ( at 300khz ) will be slightly lower so say 37db for the calulator. However at that speed you should be getting an IP Profile of 9000kbps.
Your error counts are slightly high (  CRC = 2019 ) in 1 days 2hours ( < 1000 would be better ) but not excessive. You seem to have had not resynchs in 1 day 2hrs so I suspect you just need  ( as Adam suggested ) to maintain a stable connection at your current rate for a few days for your IP Profile to climb up to 9000.

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NineToTheSky
Newbie
Posts: 8
Registered: ‎15-05-2010

Re: I'm not getting what I was offered

Thanks for all your help and patience, MisterW.
All this is new to me, so most of the data doesn't mean much to me.
Does anything indicate that I will be able to reach the 13Mb/s that plusnet suggested I would get?
MisterW
Superuser
Superuser
Posts: 14,575
Thanks: 5,411
Fixes: 385
Registered: ‎30-07-2007

Re: I'm not getting what I was offered

TBH I doubt that you're going to get 13Mb/s but then again you're not that far off. The speed you are likely to get is dependant mainly on the downstream attenuation ( i.e the length of your line ) . Your attenuation is around 37db ( at 300khz ) I would guess so using the kitz calculator ( which is pretty accurate ) it suggests a speed of more like 11Mbps. But dont forget that is synch speed and so your IP Profile, and thus throughput, is slightly lower.
The initial estimate when you sign up is based on info from the BTw database on line length I would guess ( maybe someone will correct me if I'm wrong here! ) and the actual line length ( and therefore attenuation ) may be slightly different.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.