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Very low profile despite good stats

damar
Newbie
Posts: 3
Registered: 25-12-2014

Very low profile despite good stats

The profile seems set to the lowest level even though it used to give good throughput and the noise margin is huge:
1. Router stats show:
[tt]--- DSL Information ---
DSL Driver Version:  AnnexA version - A2pB023k.d21d
DSL VPI/VCI:        0/38
DSL Status:          Showtime
DSL Mode:            ADSL2+
DSL Channel:       
DSL Upstream Rate:  1152 Kbps
DSL Downstream Rate: 283 Kbps
                      Down        up   
DSL Noise Margin:    34.8 dB      6.4 dB
DSL Attenuation:    28.5 dB      13.7 dB
DSL Transmit Power:  0.0 dBm    12.4 dBm[/tt]
2. speedtest shows 181 kbps downstream (!) and 916 kbps upstream. The detail from the BT one gives:
"Best Effort Test:  - provides background information.
...
download speed achieved during the test was - 0.17 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
Upstream Test:  - provides background information.
...
Upload speed achieved during the test was - 0.98Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
We were unable to identify any performance problem with your service at this time.
"
3. From plusnet:  "Estimated line speed: There's no speed estimate currently held on your account. Current line speed:0.2 Mb "
My relatives used to only switch the modem on when using it, but I have left it on (apart from occasional reboot) during the last 48 hours. Is this enough to let the profile increase after a few days or is there something else we can do to encourage this to happen?
I have raised a question in the plusnet Help Assistant (96680746), but I expect they have few (if any?) staff and many queries over the holiday.
Thanks
damar (plusnet account name)
6 REPLIES
damar
Newbie
Posts: 3
Registered: 25-12-2014

Re: Very low profile despite good stats

If it matters, I think it is a 21CN line.
Community Veteran
Posts: 1,611
Thanks: 22
Registered: 29-06-2010

Re: Very low profile despite good stats

It is 21CN based on the upstream rate, however the downstream is severely banded, possibly a side-effect of the relatives powering off the modem when not in use. It could well be that the profile has stuck, and this needs a SNR reset. May be the best thing to do would be to raise a fault here. If you can, point to this thread and suggest a SNR reset.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Very low profile despite good stats

Deleted - not relevant
damar
Newbie
Posts: 3
Registered: 25-12-2014

Re: Very low profile despite good stats

Does anyone know what hours/days customer services are open over the holiday?
I asked a question on the 23rd and have updated it once or twice since and it still says:
Quote
You currently have 1 open question
Date raised  Question ID  Status
23 Dec 2014 96680746    Awaiting support team answer

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Very low profile despite good stats

and every time you update it - it goes to the back of the queue
Community Gaffer
Community Gaffer
Posts: 17,642
Thanks: 635
Fixes: 160
Registered: 05-04-2007

Re: Very low profile despite good stats

I see that one of my colleagues removed the banding on your line and it's now syncing at over 16000 again. Hopefully you're not seeing any issues now.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff