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IP Profile - Plusnet showing customer cervice flaws

Innovations
Grafter
Posts: 117
Registered: 06-08-2007

IP Profile - Plusnet showing customer cervice flaws

My phone line has been faulty for a month. You couldn't hear callers because of the noise. However broadband magically soldiered on at 0.2Mbs. BT dug up the road this week and replaced the faulty wiring. Now the line is clear but I'm stuck on the noisy IP Profile. And it's not moving.
I raised a ticket with Plusnet and have just got the run-around. I'm sure this was done quickly before. All I'm getting now is cut-and-paste irrelevant responses or ... silence.
What has changed with Plusnet? It looks like you outsourced your call centre but why don't your agents give a damn any more?
13 REPLIES
apjashley1
Grafter
Posts: 307
Registered: 31-07-2012

Re: IP Profile - Plusnet showing customer cervice flaws

Or, a better question- why does the IP profile lag behind the BTw one unless the customer intervenes? This has been a problem the entire time I've been with Plusnet
Community Veteran
Posts: 26,656
Thanks: 883
Fixes: 10
Registered: 10-04-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Run the BT speed test at http://www.speedtest.btwholesale.com/ When the first test completes click the further diagnostics button at the bottom. Post the full contents of the results box here and we'll tell you the next step.
It will look something like this:
Quote
Download speedachieved during the test was - 6.21 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :7.81 Mbps(DOWN-STREAM), 0.83 Mbps(UP-STREAM)
IP Profile for your line is - 6.5 Mbps
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: IP Profile - Plusnet showing customer cervice flaws

Hi Innovations,
Our faults team are currently testing your line, it may be that we need to place a SNR reset on your line to resolve this but we need to make sure this is this right course of action first.
We'll update your fault ticket as soon as testing has completed.
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

I'm still getting irrelevant cut-and-paste, referring to my disconnection problems. I never mentioned disconnection.
Why is this so difficult?Huh
I don't want my line testing. It is delivering 0.25 on a 0.25 IP profile. Plusnet sent me a load of stuff showing it would sync at some number above 3M. Why do you want to test it again? Where have the people gone that used to just read your text and fix things?  Why do I get this computer/goon generated template stuff?
Ah... the good old days before all this yorkshire accent nonsense...
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Download speedachieved during the test was - 0.28 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.36Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Yesterday, Plus got a Fault Threshold Rate of 3.63mbps
Community Veteran
Posts: 26,656
Thanks: 883
Fixes: 10
Registered: 10-04-2007

Re: IP Profile - Plusnet showing customer cervice flaws

You are on 21CN where the IP Profile is always 88.2% of the sync speed which means a sync speed of around 284kbps. That suggests your connection has been banded (see this page).
Now that the phone fault is fixed Plusnet will want to see that the line is stable with few errors so will be looking at the error rates. They also need to see how long it is managing to hold a connection (I hope you've been leaving it on permanently with no reboots).
Could you post the full router stats please. If you are using a Plusnet supplied TG582n you get them from here: http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0 (it will require you to enter the user name and password from the card supplied with the router).
It will look like this:
Quote
Uptime: 1 day, 1:15:27
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 832 / 7,808
Data Transferred (Sent/Received) [MB/MB]: 115.12 / 431.91
Output Power (Up/Down) [dBm]: 12.6 / 19.8
Line Attenuation (Up/Down) [dB]: 13.5 / 21.0
SN Margin (Up/Down) [dB]: 15.0 / 6.5
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / Huh?
Loss of Framing (Local/Remote): 0 / -
Loss of Signal (Local/Remote): 0 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 0 / -
FEC Errors (Up/Down): 552 / 404
CRC Errors (Up/Down): 374 / 0
HEC Errors (Up/Down): - / 0
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Just got an IP Profile of 5.19Mbs!
However the bad new is I'm still getting 0o.25 actual speed.
I re-booted the modem but that has made no difference.
What do I have to do now? And does anybody know how I raise a a ticket - it takes me 15 minutes to find that normally, and then you often have to answer a load of irrelevant questions on the way./
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Should I close my existing tickets? They haven't answered for days.
Community Veteran
Posts: 26,656
Thanks: 883
Fixes: 10
Registered: 10-04-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Does the current line speed shown here match the IP Profile? If not DO NOT reboot but contact Plusnet to ask that it is set to match.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Contact PlusnetHuh?Huh
I've got two tickets running and I might as well be on the planet Zog.
If I ring up, I'm told I'll have to wait for 20 Minutes.
Is there nothing we can do, given the Plusnet Call Centre simply doesn't work any more?
Or are they on a fortnight's holiday and will be back any week soon?
Plusnet Help Team
Plusnet Help Team
Posts: 13,081
Thanks: 151
Fixes: 54
Registered: 27-04-2007

Re: IP Profile - Plusnet showing customer cervice flaws

@Innovations
I've just corrected the speed profile on your account. There's clearly still a problem with disconnections but one of my colleagues on the faults team should be looking into that now.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Innovations
Grafter
Posts: 117
Registered: 06-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

Well done Adam! And link:csa removed? I'm moving again!! Smiley Smiley Smiley Smiley
adieShockedrange CSA name removed as per link:rules
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: IP Profile - Plusnet showing customer cervice flaws

I wonder if the Disconnections are because he might be a bit re-boot blasé - looking to get banded again?