Please poke ticket 69872306

[#1]

Hi Adam,
Can you please poke this one again?
I updated the ticket again post the profile refresh providing information requested.  That update has not been responded to and in the meantime BTws systems have closed the bb fault. Not ideal really.
Have seen repeated loss of PPP without a loss of synch.  Not sure what's happening here - do PN systems identify the cause of the loss of PPP?

[#2]

They may well know if it was apparently "user initiated" which would lean one towards your suspicion that the modem/router is passed it's sell by date.

[#3]

Our faults team will be picking this up shortly, also as requested a visual radius....
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13703559925886.png"/>

[#4]

Chris,
Thank you for the radius log.  In reference to Saturday morning, does this graph illustrate the known plotting problem when there are too many event points?
There does not appear to be an up event to pair with the noon down event.  Is this a too many events to plot issue or does it point to something else?
Can support please look at the dslam synch history to determine / confirm that synch was NOT lost during these periods of no PPP session.  Can the reason for PPP loss be identified?  The perception I had on Saturday morning when investigating this was synch was up, the router believed PPP was up, but clearly there was no connectivity.  I force dropped the PPP session and reconnected ad all was OK.  I then departed and as shown by the plot, PPP connectivity was lost again about 13:15.  Critical questions "why" and "was synch lost or maintained"?
I believe that the re establishment of PPP on Sunday afternoon was achieved without human intervention... But that does not rule out the possibility that the router self rebooted!

Ref your comment about support picking this up, the last update to the ticket (16:13 yesterday - after your update here) did not address the questions raised on the ticket, rather it only sought to (inadequately) respond to the US data rate question.
In respect of US data speed, I am not asking what is considered to be generally thought to be acceptable rather I am asking what is correct for my line given the available data?
US synch is 0.832Mbps
BT US profile is 0.83Mbps
Data transfer rate is 0.48Mbps
I know that a miss-alignment of the PN profile and BT profile on the DS side does inhibit effective use of the data transfer capacity.  Does a similar consideration exist for US profiles?  If it does, is there a need for something to be adjusted somewhere or is the BT profile (which matches the synch speed) wrong?
Cheers,
Kevin

[#5]

Could the lack of PPP be a hangover from http://usertools.plus.net/status/archive/1370094211.htm I gathered a number of users had to end up rebooting to get reconnected? Whether that is what's affected the Visual Radius is another question though!

[#6]

You definitely lost sync on Saturday, as Anotherone mentioned there was a widespread outage on Saturday that could have caused this.
You should be seeing speeds closer to your upload IP profile, do you have anything other programs running while you're running a speed test? 

[#7]

Thanks Chris,
No, to the best of my knowledge nothing else was running during the speed test.
Kevin

[#8]

We've no profile for your upstream, I'd suggest trying a speed test again an ensuring you have no programs running in the background that could be using your upload bandwidth.

[#9]

Chris,
Ok thanks, will do.
Does your answer mean you do not have an US profile recorded fr my service, but you should have or that US profiles are not kept by PN at all?
I guess that if the prime purpose of the DS profile is to prevent PNs systems sending data faster than the line can confidently support, then there is no similar purpose for PN recording an US profile?
Kevin

[#10]

You are right on your last assumption, the modem/router knows how fast it can send stuff upstream. The only upstream profiles on 21CN are Capped (448 max), Uncapped (upto 1.3Mbps - line dependant) and Annex M (business lines only at Plusnet) at upto 3Mbps - line dependant, but at the expense of some downstream speed (uses some otherwise DS tones).

[#11]

Thanks Anotherone.
Would have been nice to have had such a clear answer on my original ticket.  So much to learn and understand around here.  So the real question I need to bottom out is why is my end not using all of the available US synch... will try to get another test done and in the meantime keep taking the happy pills!
Cheers,
Kevin

[#12]

If your upstream sync speed is at 448 or just below and your upstream noise margin is well above 6 your upstream is capped at 448 and you need to ask for it to be uncapped.

[#13]

Reply #18 US synch is 0.832Mbps  BT US profile is 0.83Mbps  Data transfer rate is 0.48Mbps    Try another modem/router and/or filter if it doesn't alter.