Ticket 43313683 - Re LTB - Slow responses by support

[#1]

Uptime: 3 days, 23:01:29
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,155
Data Transferred (Sent/Received) [MB/GB] 0.00 / 3.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 21.0 / 37.5
SN Margin (Up/Down) [dB]: 19.5 / 5.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 4 / 0
FEC Errors (Up/Down): 4,258 / 0
CRC Errors (Up/Down): 4,258 / 20,625
HEC Errors (Up/Down): 51,123 / 18,280  

[#2]

It looks as though the IP profile is stuck at 6000kbps which may be because of the very large number of upstream errors which are very odd given the high noise margin.
My guess is that there is an intermittent source of interference.
Can you try dialling in (from a mobile) and let it ring for a long time and see if the number of errors jumps up

[#3]

Hi Oldjim
Thank you for your post.
My profile with plusnet & bras is 8000k.
The bt speedtest always shows 6000k
I have rung the landline from a mobile & let it ring for 10 minutes.
Router stats now:
 


Uptime: 3 days, 23:22:32
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,155
Data Transferred (Sent/Received) [MB/GB] 0.00 / 3.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 21.0 / 37.5
SN Margin (Up/Down) [dB]: 19.5 / 5.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 4 / 0
FEC Errors (Up/Down): 4,329 / 0
CRC Errors (Up/Down): 4,329 / 20,744
HEC Errors (Up/Down): 51,153 / 18,389  

[#4]

There is a small increase in errors - double filtering the phone may fix that.
However your other comment

Quote

My profile with plusnet & bras is 8000k. The bt sppedtest always shows 6000k

Almost certainly identifies the problem - this mismatch problem seems to occur with alarming regularity on 21CN and almost always screws up the speed.
This is cause by the two BT systems getting out of sync.
Jojo will no doubt be able to sort it on Monday

[#5]

Thank you Oldjim
Will try double filtering phone.
Matt did try to fix speed discrepency on Friday by doing automated reprofiling but it remained out of sync.
Hopefully they can get it in sync tomorrow.
Thank you for your help.

[#6]

MAC code ordered. Even the guy I spoke to tried to convince me my line will only support 6000k!
Its quite simple. SOMETHING IS STUCK AT 6000K!
More proof nobody at plusnet understands how things SHOULD work!

[#7]

And the last time the faults team made any comment on this ticket was on 05/07/11. Thats what I mean by slow responses!

[#8]

At last a response from the faults team.
Plusnet have contacted the complex faults team at BT and arranged to resync the bRAS and DSL speed service.
Hopefully I wont need my MAC key now.
Fingers crossed again! 

[#9]

Being realistic responses may be slower over a weekend. Keep dealing with me in relation to this issue...
Hope things go OK now that the profile has been reset. I'll check back with you after a few days.

[#10]

Thanks Adam
Will let you know how it goes.

[#11]

Hi cornwallsurfer,
I've just checked your account. The connection seems to be stable now so what are the speeds like?

[#12]

Hi Adam
Bt Speedtest was still showing line profile at 6000k when I checked earlier today.
Not sure if the changes made by faults have taken effect yet?

[#13]

Hi there,
Just checked from this side and your profile is now at 8000kbps....

[#14]

Hi Adam
Thanks for that. Thats sounding better.
Will check when I get home and let you know how its looking.

[#15]

OK, I'll keep an eye out for you getting back to us.
Adam