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Plusnet Profile Nudge
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- Re: Plusnet Profile Nudge
Plusnet Profile Nudge
19-08-2013 4:03 AM
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Hi,
Could a member of Plusnet staff please give my profile a nudge?
Syncing at the full 80/20 on Unlimited Fibre, BT speedtest shows IP Profile of 77.44 however Plusnet profile seems stuck at 60.5 for some reason.
BT screenshot attached.
Thanks,
Declan
Could a member of Plusnet staff please give my profile a nudge?
Syncing at the full 80/20 on Unlimited Fibre, BT speedtest shows IP Profile of 77.44 however Plusnet profile seems stuck at 60.5 for some reason.
BT screenshot attached.
Thanks,
Declan
Message 1 of 9
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Re: Plusnet Profile Nudge
19-08-2013 12:51 PM
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Any staff on the forums that can action this?
I have looked at the call centre stats and there is currently 101 calls waiting so don't fancy waiting ages on the phone.
Thanks,
Declan
I have looked at the call centre stats and there is currently 101 calls waiting so don't fancy waiting ages on the phone.
Thanks,
Declan
Message 2 of 9
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Re: Plusnet Profile Nudge
19-08-2013 1:56 PM
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What rather puzzles me is which IP profile dictates your maximum downstream speed, BT's or Plusnet's? I discovered yesterday that my BT profile is 7.6 Mbps, whereas when I last checked Plusnet showed 6Mbps. Tests on several speedtest sites gave a consistent maximum speed of 6Mbps downstream (I connected by cable to the router for the purpose), which does make me wonder if Plusnet are capping me at that figure. Will the two profiles eventually align themselves so I get something nearer the BT figure?
Message 3 of 9
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Re: Plusnet Profile Nudge
19-08-2013 2:28 PM
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I'm 99% sure it is whichever is lowest. My BT profile is at 77.44 whereas Plusnet profile is only at 60.5 and when running speed tests I am only getting 58 so looks like the Plusnet profile is holding it back.
Plusnet base their profile on what your BT profile is however it seems sometimes this communication doesn't work and your Plusnet profile can be lacking as appears in both our cases.
The only thing to sort this is to get Plusnet to reset the profile to match the BT one.
Plusnet base their profile on what your BT profile is however it seems sometimes this communication doesn't work and your Plusnet profile can be lacking as appears in both our cases.
The only thing to sort this is to get Plusnet to reset the profile to match the BT one.
Message 4 of 9
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Re: Plusnet Profile Nudge
19-08-2013 3:37 PM
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Tweaked. You might get reconnected/need to reconnect.
Howszat?
Howszat?
Kelly Dorset
Ex-Broadband Service Manager
Ex-Broadband Service Manager
Message 5 of 9
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Re: Plusnet Profile Nudge
19-08-2013 3:54 PM
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That's done the trick.
Thanks,
Declan
Thanks,
Declan
Message 6 of 9
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Re: Plusnet Profile Nudge
21-08-2013 2:19 PM
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Quote from: DeclanTM The only thing to sort this is to get Plusnet to reset the profile to match the BT one.
Raised a ticket to that effect and this morning I got 7.3Mbps over a wireless connection as against 6Mbps wired on Sunday - result! As mentioned, my BT is profile is 7.6Mbps and the Plusnet profile has been raised to match. But I'm still left with two questions:
i) shouldn't the Plusnet profile automatically follow the BT one without requiring intervention? - judging by the number of requests in this Forum, it's a lot of work for Plusnet Support having to do this time and time again for customers;
ii) how do either BT or Plusnet set the profile without running any speed tests (or do they?), and what purpose does it serve anyway? I can see that there may be a slight reduction in the number of re-sent error packets if the downstream speed is too fast for the receiving device to handle, and hence a fall in overall data traffic on the backhaul, but that can't be much in the great scheme of things? Why not just set a target SNR (usually 3, 6 or 9 dB according to line stability) like LLU ISP's do, and leave it at that?
Message 7 of 9
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Re: Plusnet Profile Nudge
21-08-2013 3:48 PM
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Hi Northpole,
In answer to your questions:
Yes, it should. We've been looking into this and a problem is being investigated at present.
The profile is derived from the sych speed the router connects at, that can happen as the result of a disconnection/reconnection (if the sync is detected at a different rate when reconnecting) or via DLM changes (dynamic line management) which forces a resync if a change is seen in the interim.
So to cut a long story short we're sorry and well aware of the pain this is causing some customers and ourselves and hope to make an improvement on this as soon as we can.
Adam
In answer to your questions:
Quote i) shouldn't the Plusnet profile automatically follow the BT one without requiring intervention? - judging by the number of requests in this Forum, it's a lot of work for Plusnet Support having to do this time and time again for customers;
Yes, it should. We've been looking into this and a problem is being investigated at present.
Quote ii) how do either BT or Plusnet set the profile without running any speed tests (or do they?), and what purpose does it serve anyway? I can see that there may be a slight reduction in the number of re-sent error packets if the downstream speed is too fast for the receiving device to handle, and hence a fall in overall data traffic on the backhaul, but that can't be much in the great scheme of things? Why not just set a target SNR (usually 3, 6 or 9 dB according to line stability) like LLU ISP's do, and leave it at that?
The profile is derived from the sych speed the router connects at, that can happen as the result of a disconnection/reconnection (if the sync is detected at a different rate when reconnecting) or via DLM changes (dynamic line management) which forces a resync if a change is seen in the interim.
So to cut a long story short we're sorry and well aware of the pain this is causing some customers and ourselves and hope to make an improvement on this as soon as we can.
Adam
Message 8 of 9
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Re: Plusnet Profile Nudge
22-08-2013 11:25 AM
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Adam,
Thanks - good to know that something's on the way.
Thanks - good to know that something's on the way.
Message 9 of 9
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