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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » No real problems for years and now 1/20th expected speed - Fixed!
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Author Topic: No real problems for years and now 1/20th expected speed - Fixed!  (Read 11916 times)
Jezzerash

Posts: 11

« on: February 08, 2011, 12:47:57 pm »

Question #39649925

Reported severe speed problem.  BT says my IP profile is 750kbps which is really worrying.  Am I wrong in thinking the IP profile is given to BTW by the ISP?

Anyone help as geting really annoyed!

BT Test results

Download speedachieved during the test was - 500 Kbps
For your connection, the acceptable range of speedsis 400-1000 Kbps.

Additional Information:
Your DSL Connection Rate :15049 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 750 KbpsThe throughput of Best Efforts (BE) classes achieved during the test is - 17.72:27.75:54.59 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.

The results of this test will vary depending on the way your ISP has decided to use these traffic classes
« Last Edit: February 14, 2011, 07:14:48 pm by Jezzerash »
Colin
Usergroup Member

Posts: 6339


WWW
« Reply #1 on: February 08, 2011, 12:59:23 pm »

Am I wrong in thinking the IP profile is given to BTW by the ISP?

Yes, you're indeed wrong. It's given to the ISP by BTW.

Colin Ogilvie
Plusnet Usergroup Member
Using: Plusnet Extra
Jezzerash

Posts: 11

« Reply #2 on: February 08, 2011, 01:11:13 pm »

Am I wrong in thinking the IP profile is given to BTW by the ISP?

Yes, you're indeed wrong. It's given to the ISP by BTW.

Thanks for the response.

Either way, why am I now on a 750kbps profile when my line has been running fine at 15,000+ kbps?
Colin
Usergroup Member

Posts: 6339


WWW
« Reply #3 on: February 08, 2011, 01:21:58 pm »

A dropout with a low sync speed and then a constant connection with no change could cause a stuck BRAS profile.

Either way, I'm sure Plusnet will look in to your ticket.

Colin Ogilvie
Plusnet Usergroup Member
Using: Plusnet Extra
Jezzerash

Posts: 11

« Reply #4 on: February 08, 2011, 08:26:21 pm »

A dropout with a low sync speed and then a constant connection with no change could cause a stuck BRAS profile.

Either way, I'm sure Plusnet will look in to your ticket.

Coming up for 24hours and no response!
Jezzerash

Posts: 11

« Reply #5 on: February 08, 2011, 08:54:24 pm »

A dropout with a low sync speed and then a constant connection with no change could cause a stuck BRAS profile.

Either way, I'm sure Plusnet will look in to your ticket.

Is this not why BTw implements 'Blip logic?' - There is no way that in the blink of an eye I have gone from 11Mbps to 685Kbps.  This is almost certainly some sort of throttling by PN...Can PN please respnd or answer my ticket..getting really frustrated by this!!!
spraxyt
Usergroup Member

Posts: 3003

« Reply #6 on: February 09, 2011, 12:05:54 am »

BTW's DLM sets your IP Profile based on your sync speed and Plusnet do not control that process. For your current sync speed the IP Profile should be 13000kbps, and that change should occur within 24 hours, though such changes often seem to take longer these days.

That it hasn't suggests the IP Profile is stuck and needs the Faults Team to raise the problem with BTW. Did you raise a speed fault ticket or just an ordinary ticket?

Blip logic (if it still operates) only comes into play if sync speed increases again before the IP Profile has changed.
bpullen
Plusnet Staff

Posts: 1980


WWW
« Reply #7 on: February 09, 2011, 10:19:33 am »

A dropout with a low sync speed and then a constant connection with no change could cause a stuck BRAS profile.

Either way, I'm sure Plusnet will look in to your ticket.

Is this not why BTw implements 'Blip logic?' - There is no way that in the blink of an eye I have gone from 11Mbps to 685Kbps.  This is almost certainly some sort of throttling by PN...Can PN please respnd or answer my ticket..getting really frustrated by this!!!

It's *not* throttling by us.

There have been multiple PPP disconnections on your line over recent days.

Code:
Session Started Session Ended Session Duration
02:17 09/Feb/2011 N/A   7:59:27 (on going)
00:01 09/Feb/2011 02:16 09/Feb/2011   2:15:30
23:45 08/Feb/2011 23:52 08/Feb/2011   0:6:25
22:49 08/Feb/2011 23:45 08/Feb/2011   0:55:31
12:00 08/Feb/2011 22:48 08/Feb/2011   10:48:2
10:04 08/Feb/2011 11:58 08/Feb/2011   1:54:29
23:16 07/Feb/2011 09:51 08/Feb/2011   10:35:32
22:39 07/Feb/2011 23:12 07/Feb/2011   0:33:44
22:28 07/Feb/2011 22:35 07/Feb/2011   0:6:52
21:22 07/Feb/2011 22:24 07/Feb/2011   1:2:14
22:31 06/Feb/2011 21:17 07/Feb/2011   22:46:14
21:38 06/Feb/2011 22:30 06/Feb/2011   0:51:26
19:31 03/Feb/2011 21:35 06/Feb/2011 3 Days, 2:3:34

It was around the 6th/7th when your line connected at a sync rate of 864kbps.

Since then it looks to have recovered. About 7 hours ago your line reconnected at a sync rate of 14938kbps. As long as the situation remains stable then you can expect the IP Profile to increase to 13000kbps or thereabouts within the next 24 hours or so.

Hope that helps.

I've sent your ticket back to you as well containing a copy of the above information.

Jezzerash

Posts: 11

« Reply #8 on: February 10, 2011, 08:28:11 pm »

Dear Bob

It hasn't happened yet - can you ask BT to reset BRAS or whatever they do to get me back to my normal speed.  It has been well over 36 hours and no change.

Today 20:03 690 kbps (86.3kB/s) 360 kbps (45kB/s) Share
Today 19:47 689 kbps (86.1kB/s) 368 kbps (46kB/s) Share
Yesterday 23:55 693 kbps (86.6kB/s) 346 kbps (43.3kB/s) Share

Download speedachieved during the test was - 641 Kbps
 For your connection, the acceptable range of speedsis 400-1000 Kbps.
 Additional Information:
 Your DSL Connection Rate :14938 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
 IP Profile for your line is - 750 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 16.58:24.31:59.17 (SBE:NBE:PBE)


Thanks

Jeremy

Moderator's Note: removed all quote content in which the above text was wrapped "as a quote from Bob" since clearly the new text isn't part of Bob's quote and the quoted text is unnecessary. Hopefully this makes it easier to see the purpose of the reply. David (spraxyt)
« Last Edit: February 11, 2011, 01:12:57 am by spraxyt »
Jezzerash

Posts: 11

« Reply #9 on: February 10, 2011, 09:36:42 pm »

I now better understand 'Adaptive Max Logic' which effectively replaced bRAS....my line disconected and re-synced at around 800kbps and then very quickly went back to around 15,000kbps on the 6/2/11 - now with such a massive increase in connection rate I should have seen my IP profile return to normal within a few hours.....but it has now been over 3 days.

There is something not right here!

Does anyone have any views on this?

Jez
spraxyt
Usergroup Member

Posts: 3003

« Reply #10 on: February 11, 2011, 01:32:17 am »

bRAS (broadband Remote Access Server) is still there connecting you (and others) to BT's network, adaptive max logic is the process that tries to give users the best broadband performance that their line is capable of at a given time.

I imagine the DLM sees the disconnections that have occurred on your line as instability, and until it sees a solid connection it won't increase the IP Profile. From what's been posted it looks like the present session has been ongoing since 8AM Wednesday; fingers crossed that the automatic change occurs around that time Friday.

David
Jezzerash

Posts: 11

« Reply #11 on: February 11, 2011, 07:15:23 pm »

bRAS (broadband Remote Access Server) is still there connecting you (and others) to BT's network, adaptive max logic is the process that tries to give users the best broadband performance that their line is capable of at a given time.

I imagine the DLM sees the disconnections that have occurred on your line as instability, and until it sees a solid connection it won't increase the IP Profile. From what's been posted it looks like the present session has been ongoing since 8AM Wednesday; fingers crossed that the automatic change occurs around that time Friday.

David

Thanks for crossing your fingers although it must have been fairly briefly as it hasn't changed.  Is there some reluctance by PN to 'bother' BT with this or is it because BT will charge if it is not their fault/problem.

This can't go on.  I am now more certain than I was earlier in the week that the fact I am still on a 750kbps IP profile is nothing to do with bRAS.  Adaptive max logic would already have kicked in by now as, despite the reconnections, my line has not dropped below 14,900 for the whole week.

I responded to my ticket last night but no one has bothered to respond today.  So now have whole weekend without the service I should be on.

Arrrrggggghhhhh!
Jezzerash

Posts: 11

« Reply #12 on: February 12, 2011, 09:14:02 pm »

Saturday 21:10 and still no change Angry

Today 18:06 687 kbps (85.9kB/s) 335 kbps (41.9kB/s) Share
Yesterday 19:00 686 kbps (85.8kB/s) 362 kbps (45.3kB/s) Share
Thursday 20:03 690 kbps (86.3kB/s) 360 kbps (45kB/s) Share

Please get BT to reset my IP profile.  I have had a solid 15,000kbps connection rate for the last week and am getting hacked off with 687kbps!

Please, please someone help me out....it can't take much more than an email to resolve this.

Jez
spraxyt
Usergroup Member

Posts: 3003

« Reply #13 on: February 13, 2011, 01:17:46 am »

Sorry, it's likely to be Monday before the Digital Care Team are around to pick this up.

David
mjtaylor

Posts: 143


« Reply #14 on: February 14, 2011, 10:48:14 am »

Hi Jezzerash,

It looks like your profile has raised to 13000 as of Sunday, and that's matched on both our side and BTs. Have you noticed the speed increase, or are things still running slowly?

Regards,

Matt Taylor
Plusnet Support
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