plusdsl.net question

[#1]

I have a customer who has broadband supplied by a services company, the login at the router is a 'plusdsl.net' broadband user ID.
Is it possible to request an SNR reset for this line via this BB, or does he need to go through the proper channels?
He is currently sync'd at 1248kbps, on a 54dB line with SNR of around 8.5dB, but only getting around 690kbps downstream on tests. BT speedtester is showing an IP Profile of 750K (router rebooted for some reason at 10am yesterday).
Adam

[#2]

Hi Adam,
It would be best tot make sure they're not using any extension cable/socket and get them to plug into the test socket behind the master socket faceplate. If/when this is done then you could get them to raise a ticket and let me know the ticket ID.
Jojo

[#3]

Thanks Jo,
They are already on master socket but I will run some tests at the actual test socket and see if there are any changes.
Adam

[#4]

Ok Adam, let me know if you need any help once that's done

[#5]

Test socket made no difference but I discovered that taking the fax machine out of t.he circuit improved the sync to 3600k !
I'll keep an eye on it and see if the ip profile recovers in the next 72 hours or so.
Thanks for the response,
Adam

[#6]

HI Adam,
When you say the test socket made no difference what do you mean? What was the sync rate in there. Do you know what  the SNR was in the test socket?
Jojo

[#7]

Hi Jo,
orignally, the line was plugged in on master socket, split with an ADSL splitter and then the voiceline side was split again to go to a desk phone and a fax machine. Moving this lot 'en masse' to the test socket made no difference to the signal - but when I decided to run a test with just the router connected I got a pleasant surprise. The culprit was the fax machine, which reduced the sync rate alarmingly when plugged in.
The office I was working in get about 2 faxes a year, so they're not bothered about the fax machine 
Adam

[#8]

Good detective work, Adam Is there anything you need me to do now?

[#9]

Hi Jo,
I'm back in that office next week - I left routerstats running and will check how it's been behaving.
Will get back to you if I need further help,
Many thanks,
Adam

[#10]

Ok thanks Adam, have a good Christmas

[#11]

Jo,
the router has been synced at 3488K since I left it on the 19th (at around 6dB SNR), but the IP profile is still showing as 1000K.
Can you check/kick the IP Profile from your end?
How do I communicate the phone number / username info to you?
Many thanks,
Adam

[#12]

It will be very doubtful that you will get a response as the Digital Care Team will/should have all gone home/to the pub for the Christmas break

[#13]

There's no hurry, and good luck to them
Adam

[#14]

Hi Gingerbloke,
Looks like both our side and BTs have aligned at 4500 as of boxing day
Hope the connection is all good for you.

[#15]

Hi Matt,
are you talking about my line? Apologies for the confusion but this thread/question referred to a customer of mine who's also on PN.
I will check with them next week and see what they're clocking along at.
Adam