Speed issues and dodgy CS reponses

For those who have not been following my internet problem, basic gist of it is that on New Years Day my internet went really crappy and slow because of either: a) my router, or b) my local exchange. Anyway, i've been doing a bit of too-ing and fro-ing with PN CS by raising a ticket asking them to get to the bottom of the issue, and i've had two replies.

The first reply, which was yesterday morning, informed me, among other things, that "Once the equipment at the exchange sees an ongoing connection for a minimum of 3 days it will then increase the speed automatically as it can see that the connection has stabilised. If you could please remain connected for 3 days, and then test the speed of the connection and let us know if there is any improvement to the speed."

While the second reply, which I received this morning after I asked them if it was my problem or the exchange's problem, informed me, among other things, that "With regards to your speed, providing you ensure that you disconnect your router at least once a day if you experience an issue of this nature to allow the exchange to reset your profile, this should then return to normal."

Two completely different answers, which one is right? I'd ask them in the ticket but they take hours getting back to me.

Hi Matt,

Firstly, I've written what I would like to think is a comprehensive guide to troubleshooting speed faults, which you can find here:

http://community.plus.net/comms/2007/07/02/broadband-speed-faults-how-to-diagnose/

In a way, I'd say that both of the responses that you have received are correct to a fashion. there's two different trains of thought here. some believe that if you get a higher sync rate, don't disconnect and your IP Profile will then amend itself to a higher level. Alternatively, there's the line of thought that if you do a daily reboot, this can cause the BT system to pick up the change in profile morwe quickly.

Personally, I don't believe that it makes that much difference and I'd generally recommend the former, if you get a high sync rate, stay connected for as long as you can

Cheers for the info

As I was told it'd take 3 days, is that set in stone - i.e. 72 hours? I'm coming up on the 70 hour mark of my router being connected at 8192kbps and desperately need the speed back because i've security updates to perform (recently reinstalled OS X).

It's more a case of "roughly" 3 days

Matt, what's the ticket number you're referring to?

23768308

Hi Matt,

I've just had a quick look and there hasn't been an update to the IP Profile as of yet.

Hopefully we should get some movement in the next 24 hours.

Cheers. I hope so, or I may just go nuts!

Hope it doesn't happen to you, but I've just had a BT related problem clear after 13 days. It's just unfortunately a wait and see situation. There's nothing the ISP can do to hurry things along.

72 and a half hours since the router has been synced at 8192kbps and still no change in speed

EDIT - mybroadbandspeed.co.uk speed tests put me at around 1.2MB at the moment

Edited by fetler (Fri 04-Jan-08 20:24:23)

Have you run http://www.speedtester.bt.com/ ? What does it say your profile is?