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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » Ticket: 20148299
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Author Topic: Ticket: 20148299  (Read 5224 times)
breathe82

Posts: 3

« on: August 31, 2006, 10:20:17 pm »

Good evening all,

I was wondering if any pn staff was able to offer some assistance to my ticket request, which was raised a week ago. Basically eversince my new MAX broadband finished the 10 day training period, I have had consistantly slow download speeds (See attachment for speed test history). My upload ability is faster than my downloads.

I have ensured the phone cable is in order to the best of my ability apart from calling bt to test the phone line. New filters put in for good measure but no change.

Router = Netgear DG834
ADSL Link        Downstream Upstream
Connection Speed 4671 kbps  611 kbps
Line Attenuation 54 db      16 db
Noise Margin     5 db       12 db

Download Speed average: 300 kbps
Upload Speed: 500 kbps

Any ideas chaps?
dtomlinson
Plusnet Staff

Posts: 2156


« Reply #1 on: August 31, 2006, 11:43:38 pm »

Hi,

Can you try the BT speedtester:

http://usertools.plus.net/tutorials/id/27

to see if that gives the same results?

Based on the speeds it might be that the BRAS speed has limited your connection to 288kbps, do you know if the router's lost sync in the last few days? If the sync rate's dropped below 576kbps, even for a few minutes this may have caused the BRAS speed to drop as well. If it has then so long as the sync speed remains stable the BRAS should increase within 3-5 days.

Regards,

Dave Tomlinson
PlusNet Support
breathe82

Posts: 3

« Reply #2 on: September 01, 2006, 12:36:25 am »

Thanks for taking the time to respond to my post.

In response to your questions:
1) Yes my router has lost sync 3 times in the last 7 days.
2) If i'm looking at the right value (on my router status page) my sync rate has been consistant at 4700kbps downstream and 600kbps upstream.
3) I could not connect to BT speedtester as per your suggestion. Does the login as described at "http://usertools.plus.net/tutorials/id/27" only work occasionally or am I doing something wrong?

I do hope its something as simple as the BRAS needing to sort itself out as I'm a little concerned in reading other plusnet customers who have experienced issues with btMAX.
LC100

Posts: 283

« Reply #3 on: September 01, 2006, 07:32:48 am »

Hi

Dave, this customer has been LLU'd, why is it time and time again PlusNet don't even know this and are offering incorrect advice? 

Quote
In response to your questions:
1) Yes my router has lost sync 3 times in the last 7 days.
2) If i'm looking at the right value (on my router status page) my sync rate has been consistant at 4700kbps downstream and 600kbps upstream.
3) I could not connect to BT speedtester as per your suggestion. Does the login as described at "http://usertools.plus.net/tutorials/id/27" only work occasionally or am I doing something wrong?

1) Do not worry about losing sync, this doesn't affect your line in the same way it does with BT MaxDSL and hasn't caused your problems.

2) Looks good, no problem with sync speeds, the upload speed of 600 shows you are with Tiscali LLU and not BT now.

3) The BT Speedtester doesn't work with Tiscali LLU so it is correct you will not be able to connect.

First thing to check is your stable rate at the portal here https://portal.plus.net/my.html?action=stable_rate, you will need to log in.  For LLU this should be 8000 regardless of anything else, if it isn't you need to raise a ticket with PlusNet pointing out you are on LLU and a script that should have been run to set your stable at 8000 hasn't worked, this happened to me.  If this stable rate shows something low in value it is what is causing your slow speed and once set correctly all will be well.

If it says 8000 try going to http://www.dslreports.com/tweaks and run a the tweak test and report back the RWIN and MTU values, this will rule out any network settings that could be restricting your speed.

Edit: Just a note that even if it says 8000 stable rate on the portal you will only get the speed you sync at of course, which should be around 3500 with your sync speed I would guess.

Best of luck


« Last Edit: September 01, 2006, 07:39:36 am by LC100 »
JBailey

Posts: 2141


« Reply #4 on: September 01, 2006, 10:49:59 am »

In response to your questions:
1) Yes my router has lost sync 3 times in the last 7 days.
2) If i'm looking at the right value (on my router status page) my sync rate has been consistant at 4700kbps downstream and 600kbps upstream.
3) I could not connect to BT speedtester as per your suggestion. Does the login as described at "http://usertools.plus.net/tutorials/id/27" only work occasionally or am I doing something wrong?
Hi there,

1) As LC100 says, I wouldn't worry too much about the Sync drops.  You're on Tiscali LLU, so there's no bRAS setting to worry about.

Basically, on Tiscali, everyone is, by default, given an 8mbps profile.

2) That should be fine.  It's a decent sync rate.
3) Because you're on the LLU service you won't be able to access the BT Speedtester.

With your line stats, you should be getting better.  No two ways about it.  Can you try one more thing for me before I raise this with Tiscali?  Can you unscrew the faceplate from your master socket and insert your filter into the test socket and see if this makes any improvements?

Let us know how you get on Smiley

Kind Regards,

James Bailey
Complaints Manager
Plusnet
mr_chris

Posts: 1927


« Reply #5 on: September 01, 2006, 11:26:58 am »

> Can you unscrew the faceplate from your master socket and insert your filter into the test socket and see if this makes any improvements?

There's a picture of this on here by the way, if it helps

Chris
LC100

Posts: 283

« Reply #6 on: September 01, 2006, 12:37:42 pm »

Hi

Quote
With your line stats, you should be getting better.  No two ways about it.  Can you try one more thing for me before I raise this with Tiscali?  Can you unscrew the faceplate from your master socket and insert your filter into the test socket and see if this makes any improvements?

With all due respects this isn't going to make a jot of difference and doesn't need doing.  There is no physical line problem as the sync speed is fine, it's a network issue somewhere that is throttling the data rate.
kitz

Posts: 4323

WWW
« Reply #7 on: September 01, 2006, 01:46:29 pm »

tbh I dont rate the PN speedchecker that much
My current fav is the BBMax one which I feel is more accurate
http://www.speedtest.bbmax.co.uk/

Even the ag speedtest comes under strain sometimes since max.

Something else thats perhaps worth trying is tweaking your MTU/RWIN although its doubtful that it will make that much difference.
http://www.kitz.co.uk/adsl/tweak2.htm

One thing I notice is those slow speeds all appear to be during peak time hours, therefore BT exchange congestion could be a factor.

Doing a BTw speedtest would help eliminate where the problem is occuring
http://www.kitz.co.uk/adsl/btwspeedtest.htm

try the url http://217.35.209.142
You dont need to change the password in your router settings as it will accept anything.
Just change the login  name to: speedtest@speedtest_domain

Dont forget the Geeks!
kitz 2005
Oldjim

Posts: 1016

« Reply #8 on: September 01, 2006, 02:25:57 pm »

Kitz - he's on LLU  smiley
kitz

Posts: 4323

WWW
« Reply #9 on: September 01, 2006, 02:42:50 pm »

doh sorry youre right... 
I saw the mention of MAX in the first post.... should have read the full thread, rather than skimming  embarassed

Dont forget the Geeks!
kitz 2005
breathe82

Posts: 3

« Reply #10 on: September 01, 2006, 11:18:27 pm »

I'm a bit suprised that i'm not on BTMAX oh well to be fair when i signed up i just assumed so.

I checked the stable rate portal, its currently at 8000.
I also tried the website http://www.dslreports.com/tweaks however the test does not work, I get the following error
"Downloading file of size 1024000: Failed to download: Read timed out". Even after making sure all possible firewalls were disabled.

I've tried the master socket but still the same situation.

Perhaps a fault request to Tiscali is in order now? I see there are problems with tiscali LLU which I can handle for a short period however if this continues to say the least I will be very sad indeed.

Once again thanks for your comments guys!

Update - I noticed a post by THEPUFFIN at "http://usergroup.plus.net/forum/index.php/topic,3120.0.html". Just like to mention I get the some problem.
« Last Edit: September 01, 2006, 11:38:18 pm by breathe82 »
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