Showing results for 
Search instead for 
Did you mean: 

Whos Right CA or Dt


Whos Right CA or Dt

I raised a ticket because of my slow d/l speeds mainly at peak times 25- 50k im on the 2meg premier,

Dear Mr xxxxxxx,
At peak usage times then this sort of traffic has less of a priority than http \
and email etc. Therefore this will be the reason for this. I would suggest that \
you try to schedule the downloads at of peak times, ie overnight, then you \
should see less of a reduction in speed. This is to protect and provide an \
acceptable level of service to all, as sold this is a contended product



So she i saying that its plusnets traffic shaping thats doing it yes.

Yet D thomlinson reply to the same information i posted here and on the ticket is different,

sattaff wrote:
This i whats puzzleing me with Plusnet , is that why some users like on the premier package are getting they claim really high speeds and others are getting really slow speeds at peak times, i know other things have to be taken in to account.


I don't think this is just a PlusNet thing, as you say a lot of factors need to be taken into account.

With any speed decrease it is important to try and track the cause of it down, the problem is, it could be in a lot of places, for example

Customer equipment
Phone line
BT Network
PlusNet network

Each of these can be broken down further.

The BT speedtester can generally rule in/out the first three and most of the fourth from the equation depending on what the result is.

sattaff wrote:
so being on the same exchange ruled out any contention issue

Not necessarily. Each exchange can have more than one DSLAM and each DSLAM will have several VP's Even if two people's ADSL services are on the same exchange, it doesn't mean they are on the same DSLAM and certainly doesn't mean they are on the same VP. It's also possible for just one VP out of several at an exchange to see contention problems.

sattaff wrote:
so the only thing i can think off is the traffic shapping

Alone I would say that our network management is unlikely to be the cause, and if it's a http/ftp download then I would have thought it was next to impossible.

The design of our network and the use of our network management is ensure that we are offering the best possible service to our customers, at worst, unless there is a major service outage, you shouldn't see more than a 10% loss in speed and then only on P2P. No other services should be negatively affected by the traffic shaping, in fact some should only see positive effects.

Dave Tomlinson
PlusNet Customer Support

Back to top

So come on whos right..?Huh

Moderators note by John (johnessex) Agents name removed from the ticket as per forum rules.
Community Veteran
Posts: 2,322
Registered: 01-08-2007

Whos Right CA or Dt

Without pointing fingers I would say that Dave is right.

I believe him to be far more technically knowledgeable - it would appear that CA's answer is the "easy way out".

Dave could just as easily have blamed it on the shaping and that been an end to the matter - if you didn't like it, you would leave - end of.

By offering other avenues for investigation Dave has not only provided the opportunity for some other issue to be found as the cause (even if it isnt), but:

o he has provided himself the opportunity to further assist the customer if they request it in tracking down the fault

o Not fobbed off the customer with an answer that simply gets another ticket out of the system.

All in all I think Dave deserves Carol's job more than she does.

CA has simply taken the - "get rid of this ticket, lets get on to th next one" stance. Although it would seem that she has admitted the shaping on premier to be a little more extreme than we are led to believe.

Whos Right CA or Dt


thxs for reply below is the tests ive done and put on ticket and posted,

Below are the latest tests i run, but stil only d/l at 25-50k that was earlier on tonight, but now at this time d/l back to 200+

SNR Margin 17.8 9.0 dB
Line Attenuation 31.8 31.5 dB
Errored Seconds 0 0
Loss of Signal 0 0
Loss of Frame 0 0
CRC Errors 0 0
Data Rate 2272 288 kbps

The speed test has completed on test server for user 014xxxxxxxx and you have downloaded a

1.7Mb file at a speed of

1909 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

Your IP address is, your browser is reported as being Microsoft Internet Explorer 6.0 and is running

on Windows XP.

BT would regard the speed ranges shown below as normal service:

For 250kbps End Users speeds between 50 - 250kbps.
For 500kbps End Users speeds between 100 - 500kbps.
For 1000kbps End Users speeds between 200 - 1000kbps.
For 2000kbps End Users speeds between 400 - 2000kbps.

also did trcaert
this test at 23.00
Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms xxxxxxxxxxxxxxx[]
2 36 ms 39 ms 40 ms []
3 48 ms 33 ms 38 ms []
4 36 ms 47 ms 49 ms []
5 63 ms 45 ms 40 ms []
6 43 ms 33 ms 35 ms []
7 50 ms 66 ms 35 ms []
8 64 ms 49 ms 44 ms []

Trace complete.

C:\Documents and Settings\Steve>tracert

this test 01:00
Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms xxxxxxxxxxxxxxxxxxxxx
2 18 ms 20 ms 19 ms []
3 19 ms 20 ms 19 ms []
4 19 ms 20 ms 44 ms []
5 39 ms 25 ms 26 ms []
6 25 ms 25 ms 26 ms []
7 25 ms 26 ms 25 ms []
8 25 ms 26 ms 25 ms []

Trace complete.