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Please don't close my ticket. Answer my bl**dy question!

N/A

Please don't close my ticket. Answer my bl**dy question!

On October 27th you sent me an email saying I would shortly be upgraded to 'up to 8Mb' speeds.

On Monday, November 6th, after re-starting my router I noticed that my sync speeds had increased to the following:

DownStream Connection Speed 8128 kbps
UpStream Connection Speed 832 kbps

These sync speeds have remained the same every time I reboot my router. However my stable rate has never changed from 2000kbps and from my understanding a script should have run in the first 24 hours to start training my line, but the days that I've run a speed check and looked at my stable rate, it's never gone above this.

Please advise as to when I will start to see a speed increase not just acknowledge that my request to be upgraded has been acknlowledged - I've already had that one. TWICE!
8 REPLIES
N/A

Please don't close my ticket. Answer my bl**dy question!

maybe your line doesn't support more than 2Mbit, and as such, you wont see a speed increase at all.
Community Veteran
Posts: 1,229
Thanks: 1
Registered: 30-07-2007

Please don't close my ticket. Answer my bl**dy question!

doesn't that upstream rate indicate LLU? Which makes things a bit more complicated ...
N/A

Please don't close my ticket. Answer my bl**dy question!

That is also true, guess it sucks to be him heh :p he should do a traceroute to see which isps he hops through...
N/A

Please don't close my ticket. Answer my bl**dy question!

Thanks for the replies....

How would I (PN) know my line doesn't support it when my stable rate has never moved? I live within 1.5km from the Exchange and have good SNR and line attenuation.

As for LLU - I hope not from the posts I've been reading. Here's a traceroute:

traceroute to www.bbc.net.uk (212.58.224.85), 30 hops max, 40 byte packets
1 192.168.0.1 (192.168.0.1) 2.319 ms 0.944 ms 13.576 ms
2 lo0-plusnet.ptn-ag1.plus.net (195.166.128.123) 31.23 ms 28.966 ms 30.115 ms
3 ge0-0-0-103.ptn-gw2.plus.net (84.92.3.1Cool 35.303 ms 39.429 ms 29.238 ms
4 gi1-1-22.ptn-gw5.plus.net (212.159.4.6) 65.627 ms 39.395 ms 32.928 ms
5 rt0.thdo.bbc.co.uk (212.58.239.25) 44.38 ms 182.945 ms 60.077 ms
6 212.58.238.133 (212.58.238.133) 41.928 ms 54.011 ms 34.535 ms
7 212.58.224.85 (212.58.224.85) 48.697 ms 33.676 ms 35.29 ms
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Please don't close my ticket. Answer my bl**dy question!

LLU has a maximum upload speed of 800Kbs. This is Max pro (i.e. business class Max) so I suspect you are on a business product.

The data rate should have been increased to at least 7500 or even 8000 so there is a problem if it is still only 2000 which PN should investigate / pass back to BT.

What prompted the title of this thread as you make no mention of any tickets in your posts?
N/A

Please don't close my ticket. Answer my bl**dy question!

The ticket (#20734039) was basically what I had put in my original post to which they replied with an automated response ("we acknowledge your request for an upgrade") and closed the ticket. Very frustrating.

Any ideas how I get this re-opened or escalated?
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Please don't close my ticket. Answer my bl**dy question!

Requests for upgrades tickets are always closed because they are handled by an automated script. The closing of the ticket is how you know your request has been accepted and is perfectly normal (now you know why it happens).

You can't re-open tickets so you need to open a new one for your speed issue.

In fact, as this is a speed related fault, you are better going through the fault reporting process - under help & support, click on self-test & raise a fault.
N/A

Please don't close my ticket. Answer my bl**dy question!

Thanks for your help.

Ironically it won't allow me to submit a ticket as it's telling me my exchange is very heavily contended and boots me out!

I'll try in the morning when the contention (should) will be much lower.