Ticket 43313683 - Re LTB - Slow responses by support

[#1]

Download speed achieved during the test was - 5010 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
IP Profile for your line is - 6000 Kbps
Hi Adam
No change here. I'm afraid the fourth attempt to correct this problem hasn't worked. 

[#2]

Clearly this consistency fail (or profile mismatch) is becoming a widespread problem having read numerous threads on these forums.
All attempts by plusnet to correct these problems have failed miserably over the last several days.
I am sure plusnet will now have little choice but to admit they currently have a problem they are unable to fix.
Lets hope they find a solution to this problem soon. The longer it takes the more of us will develop the problem.

[#3]

Quote from: _Adam_Walker_

cornwallsurfer,. We do deal with consistency failures and fix them regularly

Hi Adam
It would be interesting to know when plusnet were last able to successfully fix a consistency failure!

[#4]

Hi Adam

BT Speedtest taken 4pm today. As you can see i'm still stuck on 6000Kbps at BT end :
Download speed achieved during the test was - 5365 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
Perhaps you can let me know ASAP what the next step is.
Thank you

[#5]

[#6]

Plusnet Current line speed:
    9 Mb

[#7]

Uptime: 3 days, 6:26:18
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,511
Data Transferred (Sent/Received) [MB/GB] 0.00 / 3.00
Output Power (Up/Down) [dBm]: 12.0 / 21.0
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): 4 / 0
Loss of Signal (Local/Remote): 2 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 39 / 0
FEC Errors (Up/Down): 4,440 / 0
CRC Errors (Up/Down): 4,440 / 19,698
HEC Errors (Up/Down): 54,446 / 17,267  

[#8]

Something odd there, in that on ADSL2+ with capped upstream you don't get exactly 448 upstream - it usually rounds to 443 or thereabouts. It looks like you have ADSL2+, but are still on an ADSL max profile, and the reason the downstream profile doesn't match the line rate is shown by the "acceptable" speeds shown on the BT Speedtester.
I have no idea how (or if!) Plusnet can sort this...

[#9]

Hi Jaggies
Thanks for your post. That is just my luck! I did switch away from adsl max in June 2010 and have never had speeds above 6Kbps on the BT Speedtester.
I am glad you spotted the discrepency. This ticket was opened on 06 June 2011 and you are the first to identify a potential cause of this problem.
Hopefully Adam can look at this in the morning. There must be a way they can fix it!
I just assumed everthing was correct on ADSL2+ because router stats show :DSL Type:    G.992.5 annex A

[#10]

It's also odd that the Remote Vendor ID says TSTC (which is Texas Instruments). The ADSL2+ Vendor ID is usually IFTN (Infinion). However Huawei who supply the MSANs use both so could be just a different model - perhaps one that does connect at exactly 448kbps upstream.
If it is a different model I suppose it's possible it doesn't interface too well with BT's systems.

[#11]

Hi spraxyt
Thanks for your post. I hope Adam looks at this side of things in the morning too.
All I know is that someone somewhere must be able to press the right buttons to sort this problem out. Up until now nobody has been able to get me above 6Kbps on a stable line that should be giving me a 9Kbps service.
So I am only acheiving 66% of the speed I should be getting in accordance to my sync rate.

[#12]

Just noticed other users on the forums have posted stats showing upload speeds of exactly 448Kbps and remote vendor TSTC so not sure if this could be the problem now.

[#13]

cornwallsurfer,
Just to state, we have been making the requests to fix the inconsistency issue in the correct way and in the only way available for us to do so.
We have become aware now of a problem outside of our control which has now been fixed, with that in mind I'm making the request again now.
Let me know how things are after a couple of hours.
Adam

[#14]

Hi Adam
Fingers crossed again!
Will do a BT Speedtest after work. Will let you know how it goes 

[#15]

OK, I'm not going to stick my neck out and say it should be OK if I'm being honest I'll wait until you get back to us.