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Standard User marktrueman
(regular) Thu 22-Sep-11 13:44:52
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Chasing up a ticket - ipprofile stuck


[link to this post]
 
Hi there,

I seem to have a stuck ip-profile, ADSLhas been synced now at 6mb for 4 days and im still stuck on 1mb profile. Could someone please kick technical support into action on these tickets.

46796191
46853008

Thanks

Mark
ISP Representative chrisparr
(isp) Thu 22-Sep-11 14:53:06
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Your IP profile and the profile on our system are both at 5000. Can you post the results of a BT speedtest as it may be a mismatch across the supplier systems.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User marktrueman
(regular) Thu 22-Sep-11 15:06:53
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Re: Chasing up a ticket - ipprofile stuck


[re: chrisparr] [link to this post]
 
Something strange going on here, you are right, my ipprofile is back up to a normal value, but my actual download speed is shocking in comparison.

Download speedachieved during the test was - 886 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :6176 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 5000 Kbps


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Standard User adslmax
(fountain of knowledge) Thu 22-Sep-11 15:46:30
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Look like you have to raise a fault via plusnet member site !

plusnetADSL2+13 Meg

Edited by adslmax (Thu 22-Sep-11 15:47:08)

Standard User RobertoS
(sensei) Thu 22-Sep-11 16:20:32
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Have you power-cycled your router? (Just once!) And are you connected wired or wireless to the router?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.

Edited by RobertoS (Thu 22-Sep-11 16:21:03)

ISP Representative orbrey
(isp) Thu 22-Sep-11 16:54:48
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Hi there,

It does look like there's a speed fault there but the consistency check showed that the profile matches across the exchange so you've done the right thing in raising a fault through the troubleshooter. I've tried an SNR reset on the line as it doesn't seem to be dropping, that should take effect in an hour or so - please let us know if it doesn't help and I'll get things moving first thing tomorrow for you.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User marktrueman
(regular) Thu 22-Sep-11 19:37:30
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Re: Chasing up a ticket - ipprofile stuck


[re: orbrey] [link to this post]
 
Hi, thanks for getting back to me, the snr reset seems to have helped, but im still getting speeds that are considerably lower than my ipprofile. Latest bt speedtest results below. In the past ive always had 7mb speeds give or take, so the sync and ipprofile speeds look good, its just the download speed that isnt as high as it should be. I get the same result on speedtest.net.

Download speedachieved during the test was - 4498 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
Standard User RobertoS
(sensei) Fri 23-Sep-11 00:26:13
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Probably no problem there.

Note that you are now sync'ed at 8128kbps, with an IP Profile reported by BT as 7150, but... Plusnet apply a copy of the BT IP Profile within their own system. This usually takes a few hours to update when the BT one changes, as it is a "now and then" task, not immediate, so your previous "copy" 5000kbps looks to be operating.

Just occasionally it fails to update, which was one of the things they checked above. If it doesn't improve within 12 hours, (ie by 8am), I suggest you raise it here as the quickest way of getting it corrected. It seems to be beyond the ticket system support staff from the number of times we see it here.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.

Edited by RobertoS (Fri 23-Sep-11 00:26:55)

Standard User marktrueman
(regular) Fri 23-Sep-11 06:50:22
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Re: Chasing up a ticket - ipprofile stuck


[re: RobertoS] [link to this post]
 
Thanks for that info, its currently still at 5mb, so i might have to get this chased up.
ISP Representative orbrey
(isp) Fri 23-Sep-11 08:57:44
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Re: Chasing up a ticket - ipprofile stuck


[re: marktrueman] [link to this post]
 
Morning,

Went to change your profile on our side of things and noticed it'd already upped to 7150, hope this is showing in the connection as it is now. Let us know if not and we'll pick the investigation up again.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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