Ticket 48003464 - Profile consistency check FAIL

[#1]

I was upgraded to ADSL2+ on the 19/10 and I've been going round in circles with the faults team for 10 days on this one and getting nowhere! Plusnet profile is 16 meg but a bt speed test says 7150. I've been told today that the problem is fixed but apparently they never ran a consistency check to see if this was the case. Needless to say I'm still stuck at 7150. Can someone please take personal ownership of this problem and get it resolved?
TIA,
Andy

[#2]

Hi Andy49,
I'm going to run some tests and see what I can come up with.
Jojo

[#3]

Hi Andy49,
I've updated your fault ticket and sent a request to reset your profile. This normally resets profiling to default, so should clear it off.
Jojo

[#4]

Jojo, I don't know if you're aware but this has been tried before with no effect but I'll give it another 24hrs as suggested. Fingers crossed (but not holding breath)!

[#5]

Hi Andy49,
I can't see a reference to a SNR reset in your ticket, so that's why I tried that. Although I can see they have been in touch with our suppliers about manually adjusting your profile, which is a different thing.
Jojo

[#6]

I've had two more tickets running about this 47234976, 48003442 but the latter one seems to have disappeared from the system! Do have an email copy:
"We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number  48003442 ]
for further investigation.
The following comment was added to the Question
Dear,
I can indeed see the BT profile is showing incorrectly through the Speedtester site as 7150kbps.
We have instigated a SNR reset to try and move this profile to where it should be. This takes around 4 hours to complete and you will need to re boot the router after this time. If this does not move it, we will have to contact BT directly.

[internal]
Ref. no. for SNR reset : 1-9650977173
If this does not work, it will need e chatting." .....23/10/11
I was beginning to think I was losing it!

[#7]

Hi there,
I can assure you it's still there though is sat with yourself and awaiting a response (should be fine to let it time out as the fault has already been raised now). The former ticket has been closed.
If you can't see the latter one it may be because there's more than 3 open tickets already on the account.

[#8]

Hi Andy49,
Looks like that has taken effect now with a profile of 16000. Can you confirm you are getting the improved speed now?
Jojo

[#9]

Jojo,
Yes it does look like it's finally been resolved but sync speed is18523 and has dropped from what it was. When I looked a couple of days back I couldn't see that ticket. Thanks for your help, just a pity it took so long to resolve.
Could I ask a favour, can you tell me if the line is fast or interleaved, the reason being my old router showed fast on this line (even after upgrade) while my new bthh2 shows interleaved. Traceroutes show times of 25mS which suggests fast so maybe the bt router is misreporting.
Thanks again.

[#10]

It's currently set to Auto so will turn on if need be, but the downstream and upstream are both currently on fastpath mode.

[#11]

Many thanks, I suspected it was fast, guess I'll put it down to confused homehub!

[#12]

I think with interleaving set to 'auto' the minimum depth is '1' - which means fast path. If interleaving is set to 'off'' the depth is '0' which is fixed fast path - but the same behaviour. So the router is probably reporting a depth of '1' as (potentially) interleaved. It's a moot point whether it is misreporting or not.
If the router shows FEC errors normally the count is zero for fast path.

[#13]

Hi Andy49,
Let us know if there's anything further we can do

[#14]

Hi,
I have a very similar problem with support. I sent in a reply on Thursday (ticket number 47798288) showing that the BT speedtest was stating i was connecting at 13mbs+ but my profile was still at 6.5Mb and im still awaiting a reply..
Can one of you guys look into it?

Thanks

[#15]

Hi danielfaulkner,
I've reset your profile in order to try to resolve this. It can take up to 24 hours to take effect. Let me know if it clears this for you.
Jojo