Is this a stuck IP profile?

Just over a month agoI posted in the Which ISP? forum and thanks to the advice given I moved to Plusnet. Broadband switched over 12 days ago, phone line rental and calls will switch in a couple of days time.

At the time of my original posting it was suggested that I may have a stuck IP profile, and recommended reposting here once I had migrated.

I have run a number of BT speed tests and taken router stats since moving.

The BT speedtest on the day after migration (15 September) showed

Download speed achieved during the test was - 1860 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps

A test done today shows

Download speed achieved during the test was - 1810 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps

My router stats on the day after migration were

Link Information
Uptime: 1 day, 12:53:09
DSL Type: G.992.1 annex A
Channel mode: Fast
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,088 / 8,128
Bandwidth (Up/Down) [kbps/kbps]: 448 / 8,128
Data Transferred (Sent/Received) [kB/GB]: 0.00 / 1.54
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 10.0 / 19.0
SN Margin (Up/Down) [dB]: 25.0 / 6.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote) 0
Error Seconds (Local/Remote): 2 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 2 / 612
HEC Errors (Up/Down): 1 / 1,644

Todays router stats show

Link Information
Uptime: 12 days, 2:12:38
DSL Type: G.992.1 annex A
Channel mode: Fast
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,088 / 8,128
Bandwidth (Up/Down) [kbps/kbps]: 448 / 8,128
Data Transferred (Sent/Received) [kB/GB]: 0.00 / 15.84
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 10.0 / 19.0
SN Margin (Up/Down) [dB]: 25.0 / 8.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 19 / 0
FEC Errors (Up/Down): 17 / 0
CRC Errors (Up/Down): 25 / 8,925
HEC Errors (Up/Down): 42 / 24,603

My router is plugged into the main BT socket.

So my question is, Is this a stuck IP profile as some of you originally suspected and therefore something I should approach Plusnet about? Or might there be another explanation?

My Plusnet control panel today shows the following information on the connection

Estimated line speed:
8Mb (Accurate to within +/- 1Mbit) - Checked on 2011-08-27 17:41:51
Current line speed:
7.15 Mb

Any suggestions on the best route forward?

Many thanks

Looks like a stuck one

Hi there,

That does seem like a stuck profile indeed. Is there any chance you could drop me a PM with a ticket number or your account username? Happy to take a look at it for you.

Many thanks

PM sent with user name

Hi there,

Just run some maintenance through one of the BT tools and the consistency check for profiles across the BRAS and DSLAM is now passing (basically, that should have fixed your profile issue )

Please let me know if not and I'll investigate further.

Hi Matthew, just run another sppedtest and the profile is still the same

Download speed achieved during the test was - 1828 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps

Should the maintenance you tried have worked yet?

Thanks

Looks like the fix didn't, unfortunately. I'm just talking about this to one of our faults agents now, but it looks like I'll need to get a fault raised for you and then chase it with BT. I'll update later on today when I know more about what's going on.

EDIT: Just got through to BT and have been informed that the profiles at the exchange have been edited and are now showing at 7150, though I can't test for the next couple of hours (I'll update when I have, unless you confirm it's sorted first )

Hope that helps,

Edited by deleted (Tue 27-Sep-11 14:16:54)

Just done another speedtest.

Download speedachieved during the test was - 6116 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

Problem solved!

Many thanks for your help Matthew

Heh!

Your opening post here - Mon 26-Sep-11 13:21:58
Fix (verified by you at Tue 27-Sep-11 18:02:24) - Tue 27-Sep-11 14:16:54

So when I said "... but if you raise it in the Plusnet forum here the reps that turn up would understand and sort it within a day" I got it wrong . Sorry.

It took a day and 55 minutes. Though from the time orbrey turned up and first replied to you, (Mon 26-Sep-11 14:56:21), under a day - 23 hours 20 minutes elapsed . So strictly speaking I got it right .

Anyway - joking over - I hope the move proves as worthwhile as we expect.

Even more impressive when you take account of the fact that I PMd my account details to Matthew at 15.04.47 on the 26 September - problem solved in 23hours and 12 minutes - well within the day you said it might take!!

Thanks to advice given here I am paying slightly less money than I was with O2 and am getting
- higher speeds
- higher download allowance
- option to buy more Gb if needed (rather than you've exceeded your monthly allowance, if you do it again we might have to disconnect you)
- an unstuck IP profile

So all in all a rather happy Plusnet and TBB user!

Glad I could help, and thanks very much - that's fantastic news. Please don't hesitate to drop us a line if there's anything else we can do for you.

Just a hint, you may get an even faster response in future if you post here

Edited by deleted (Wed 28-Sep-11 16:40:36)