Ticket 43313683 - Re LTB - Slow responses by support

[#1]

Hi Adam
BT speedtester is still showing 6000 Kbps  
1. Best Effort Test: -provides background information.
Download  Speed
5487 Kbps

0 Kbps 7150 Kbps
Max Achievable Speed
Download speed achieved during the test was - 5487 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
2. Upstream Test: -provides background information.
Upload Speed
364 Kbps

0 Kbps 448 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 364 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 448 Kbps


 

[#2]

[#3]

Uptime: 1 day, 1:40:44
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 10,155
Data Transferred (Sent/Received) [MB/MB] 45.95 / 706.90
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 / 6.0
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): 1 / 0
FEC Errors (Up/Down): 1,190 / 0
CRC Errors (Up/Down): 1,190 / 4,476
HEC Errors (Up/Down): 49,998 / 3,973  

[#4]

[#5]

I've just run a line check which showed up a consistency fail, so automated reprofiling is now going ahead which should fix this (the consistency check fail is the reason your profile hasn't been updating). I'll check the line shortly and let you know how that's gone.

[#6]

Thanks for that Matt.
Fingers crossed. 

[#7]

Hi Matt
Well you never got back to me - & guess what. Nothing has changed! Does anyone at plusnet know what they are actually doing? This has now dragged on for weeks.
The only way to get a response on the fault ticket is to make a post on this forum. Surely that isn't the way it should work!
Guess its time to find an ISP that can actually fix problems instead of making false promises for over five weeks.
Sick of wasting my time doing tests only to find nothing has been corrected.

[#8]

Download speedachieved during the test was - 5474 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
I give up!

[#9]

I assume from Matts comment that you are now on the 10 day learning again, as it is only one day (and it is weekend) you might not get a reply till Monday

[#10]

Hi pierre-pierre
Thank you for your post. The first SNR reset was commenced on 28/06/11. The line was reset again on 05/07/11 to try and overcome some automatic settings on the line and remove the cap/banding. Clearly the last reset didn't work.
Dont know what automated reprofilng consists of but it hasn't corrected the consistency fail anyway.
Whatever plusnet try my bt speed test shows my IP Profile remains at 6000 Kbps.
Surely it can't be rocket science to fix this. Surely someone at plusnet is competent enough to fix this after several weeks of trying!

[#11]

Quote from: cornwallsurfer

Surely it can't be rocket science to fix this. Surely someone at plusnet is competent enough to fix this after several weeks of trying!

Matt's post - on the "consistency fail" - suggests to me that the problem with consistency lies within the BT portion, rather than the Plusnet portion.
For some reason, it does sometimes take rocket science to get BT (Openreach or Wholesale) to get their ducks in a row.

[#12]

Hi WWWombat
Thanks for your post. If it is on the BT portion I have absolutley no confidence that anyone at plusnet has the expereince to get this problem sorted with BT. Plusnet faults team are unable to sort anything but the most basic of problems.
I will be on the phone to plusnet at 9am Monday to get my MAC key as my patience has now run out. It is clear after over 5 weeks this fault is never going to be corrected by the current staff on the faults team.

[#13]

http://aaisp.net.uk/broadband.html
These guys seem much more knowlegable. They guarantee to take on line problems that the likes of plusnet have failed to fix!  

[#14]

Download speed achieved during the test was - 5469 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :10152 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps

[#15]