FTTC line repair but stuck at ADSL speed

[#1]

Hi adrianflatt,
I'm sorry that this hasn't been picked up on for you sooner. I have now pushed the details through the system and manually completed the faults diagnostics for you and this has identified a possible copper joint fault on your telephone line. This has meant that the issue has been raised to our supplier to rectify and they should be attending to resolve this for you shortly. Over the course of the next 24 hours we should be able to update you on the date they estimate the fix to be applied and we're sorry for the inconvenience caused.
Further details will be applied to the support ticket where you raised the fault today as soon as we get these from the supplier.

[#2]

Hi,
The BTo man has come this morning thank you - fixing the cables just outside the house etc.
From the BT modem it is showing 40 down  and staple but he says we need to contact you and ask you to adjust the profile from 2.6 up to 70 or 80 please? the line can and did support mid 70 speeds

Phone exchange:
WOKING
Estimated line speed:
80Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-08-01 12:44:47
Current line speed:
2.6 Mb

[#3]

Hopefully one of the team will come along shortly and sort it for you.

[#4]

Lets hope so!!!! but on Friday took them until Tuesday to reply!!!

[#5]

Hi adrianflatt,
I've posted your RADIUS connection graph below to show your disconnections:
<img src="http://community.plus.net/visualradius/generated/image14085276817813.png"/>
I'm assuming the engineer caused the disconnection between 8:15 - 9:45 this morning? It may be worth keeping an eye on the performance throughout the next 24-48 hours and seeing how DLM will react. I can appreciate that you'd like the speed to shoot back up to 80/20 immediately but unfortunately there are certain restrictions which means that it's not always possible.

[#6]

Thank you for your reply.
Yes the engineer did this morning come at that time, will it automatically get better over the next few days? The BT engineer said need to ask you to adjust 'the profile' and very insistent nothing he can do re the speed as the cables now right outside are all replaced

[#7]

If an Openreach network issue was the cause of the fault, then the engineer should have done a DLM reset.
I believe it can also be requested through Openreach's systems if a certain clear code is left by the engineer.

[#8]

Then if this is correct could plusnet do the DLM reset please?

[#9]

Plusnet themselves cannot do it (only Openreach can). It should have been done by the engineer or Openreach NEO if "the engineer has used a clear code which indicates that network issue was the cause of the fault."
So it essentially comes back to what the engineer found and did.

[#10]

Try running the BTw Performance test (ignore the red preamble except make sure no other programs are using the Internet) and at the end of the first run, click the Further Diagnostics button, enter just your Phone number and Run the Further Diagnostics Test.
Do a Copy and Paste of the results and post here (no need to grab an image).

[#11]

Hi adrianflatt,
It looks like we have some inconsistency in the BRAS and DSLAM profiles which is going to require some more work from BT so I'm going to go ahead and get this passed back to them for investigation now and I would hope we see some remote work over the course of the next few days and we'll see the speed move.
I'll pop some details for this on your support ticket so you have a reference for the fault I'm about to raise.
UPDATE
It seems that the next step will require a further engineer visit I'm afraid, I've tried to call on both the daytime and mobile number you have on the account but without success. Is there a preferred date and time for the appointment from the 21/08/14 onwards where you could be free for the visit?

[#12]

Are any of those figures better than 2.6Mb/s Adam, in any event, would it do any harm to raise the Current Line speed in the interim if that helps atm.

[#13]

What are the DSLAM/BRAS profiles at the moment?
I wouldn't be best pleased if the engineer visit is to perform a DLM reset (which should already have been done).

[#14]

Quote from: Adam

It looks like we have some inconsistency in the BRAS and DSLAM profiles

Adam,
The last time we discussed this reoccurring fault, you thought it was well in decline.  Has anyone raised this as a systematic failing to BTOR / BTw for further analysis?  It must be a right royal pain in the neck for all involved when the BT visible profile matches the PN profile but users still see a restricted speed due to a hidden profile setting which someone like you (who is aware of the potential for this issue) goes and has an extra special dig.
At that time, I asked if the knowledge of this issue should be added to the standard check list - you said no as you'd perceived a decline in the prevalence of the issue.  Is there merit in reviewing the matter so that more front line staff can be made aware of this BTOR system failing?
Cheers,
Kevin

[#15]

And if the visit is purely to go to a Cab to deal with that, why should a customer have to be inconvenienced