Ticket 43313683 - Re LTB - Slow responses by support

[#1]

Hi Adam
BT speedtest is still showing 6000Kbps
Download speed achieved during the test was - 4909 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10448 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
Faults made the adjustments at 10.30 A.M. on Monday. They did say it would take 72 hours for the adjustments to take effect so will check again tomorrow.
My plusnet profile has been 8000Kbps for over a week so hopefully the BT speedtest will show an increase to 8000Kbps on 14/07/11.

[#2]

[#3]

Uptime: 2 days, 7:25:02
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,451
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]: 20.0 / 5.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 2 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 23 / 0
FEC Errors (Up/Down): 2,541 / 0
CRC Errors (Up/Down): 2,541 / 17,475
HEC Errors (Up/Down): 52,403 / 13,021  

[#4]

BT speedtest done at 7.30 A.M. today:
Download speed achieved during the test was - 5477 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10448 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
Still showing profile stuck on 6000 Kbps!

[#5]

[#6]

Uptime: 2 days, 21:13:48
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,451
Data Transferred (Sent/Received) [MB/GB] 0.00 / 4.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 21.0 / 37.5
SN Margin (Up/Down) [dB]: 20.0 / 5.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 2 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 23 / 0
FEC Errors (Up/Down): 3,162 / 0
CRC Errors (Up/Down): 3,162 / 19,899
HEC Errors (Up/Down): 52,657 / 15,000  

[#7]

Hi Adam
Nothing seems to have changed.
Can you please get faults to:
***Internal***
Inconsistency issue. Please contact BT via echat if issue still there in 72 hours.

[#8]

I'm what you've quoted from your ticket there is the appropriate next step. I'll liaise with my colleagues on the faults team and will get things moving again shortly.

[#9]

Thanks Adam
Hopefully your faults team won't let us down again by taking 6 days again to respond to the update on this ticket. It is i'm afraid the plusnet faults team I have very little confidence in.
I still get the distinct impression plusnet faults struggle to fix anything but the most basic of problems within an acceptable time frame.

[#10]

I'll do all I can to turn that opinion around.

Quote

Hopefully your faults team won't let us down again by taking 6 days again to respond to the update on this ticket.

They won't with me stood behind them

[#11]

[#12]

Hi Adam
Your faults team have updated this ticket but are still wrong! The BT Speedtest is still showing my profile at 6000 Kbps!

[#13]

This is just getting ridiculous now!
Download speed achieved during the test was - 5224 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10508 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps

[#14]

[#15]

Plusnet Current line speed:
    9 Mb
So why is BT speedtest showing I am limited to 6 Mb! Clearly nobody at plusnet is capable of fixing a consistency fail. They have now tried with me three times and failed to correct the problem