Adsl2+ can't keep connected.

Hello,

I am on a market one exchange. At the end last month bt upgraded the exchange to 21cn and adsl2+ became available. So I sent a ticket to plusnet and received a reply that I would be upgraded 15th jan.

I have Always had a rock solid adsl max connection at 8192 other than a spell of bt caused downtime.

Anyway late on the 14th I noticed that my connection was down, so I logged into my router and saw that I have just connected at 16000 odd on adsl2+. Cool thinks I.

Unfortunately the connection could not stay up for more than 5 minutes before dropping the adsl signal. Came back up 30 seconds later for five minutes. And repeat. This lasted for 24hrs when I noticed that I had just connected back on adsl max at a rock solid 8192.

All good until this morning when I discovered that the adsl2+ connection was back along with the 5 minute disconnects. Any idea whats going on?

Been on hold with plus for 92 mins at the point of typing so wondered if anyone here knows.

Got plusnet to answer the phone.

Nice support tech ran Lots of tests. Seems adsl2+ line is borked. Reported to bt.

Ho hum

A bit sad that the (new?) ADSL2+ kit in the exchange - probably your line card or even just a jumper cable - is duff. Let's hope it doesn't take long to fix, but at least you still have broadband .

Seems that the systems somehow and somewhere have seen there is a fault and automatically switched me back to adsl1

So it's back to 8192 and rock solid stability again!

Ummm.

Just an aside, it never was 8192kbps except on LLU. Is it now, because if it is that would be interesting?

In reply to a post by RobertoS:

Ummm.

Just an aside, it never was 8192kbps except on LLU. Is it now, because if it is that would be interesting?

You are correct. 8192 is a number from my CBM64 coding days!

I connect at 8128.

Ok. connected back on ADSL2 this morning. This time my SNR was 6.1 download. At the weekend it was 0.1mb.

I'm guessing that is why it kept on dropping the connection at the weekend but now is stable.

So connecting at 16000 odd again. Speed test are only showing 5.95Mbps, the same as on adsl1. Do I need plus to up my profile or something to get access to the 16Mbps connection?

Edited by poggs (Tue 21-Jan-14 08:03:39)

Ip profile on bt wholesale speed test should be correct, just waiting for plusnet to catch up

In reply to a post by MrSaffron:

Ip profile on bt wholesale speed test should be correct, just waiting for plusnet to catch up

Thanks for replying.

I just ran the BT wholesale test. REsults are

Download speed - 6.10
upload 0.39
Ping - 41.38

This is the same as I was getting on ADSL1. I cant see an entry on BT wholesale tester about ip profile. Are you saying just to sit tight and all will get faster in a few days?

Or do I need to do anything?

thanks

After the speed test is done there is a further diagnostics button and it should then come back with the IP Profile

The throughput is limited still because of PlusNet.

In reply to a post by MrSaffron:

After the speed test is done there is a further diagnostics button and it should then come back with the IP Profile

The throughput is limited still because of PlusNet.

THanks Again.

this time I get

Download speed achieved during the test was - 6.06 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 13.39 Mbps

So, from this I am surmising that BT have set my profile at 13megs but plusnet still have me throttled at 6? do I need to call plusnet? or will this up on its own.

PlusNet should have caught up by now, so it is raise a ticket and explain that the wholesale system is showing the 13.39 Mbps, your connection speed and what speed you actually get from the Internet.

Hopefully someone will spot it as a stuck IP profile on the PlusNet side

What does https://portal.plus.net/my.html?action=data_transfer... say for your current line speed?

Hi poggs,

If you drop me a PM with your username I'd be happy to check your account and make sure the profiles are all matching?

In reply to a post by jelv:

What does https://portal.plus.net/my.html?action=data_transfer... say for your current line speed?

It did say 7.1 So I phoned up and its been changed to 13.4.

Cant test it yet as that requires a router reboot. Currently there are 2 xbox marathons, a Skype chat and an epic facebook conversation ongoing by my kids.

I would reboot and test, but frankly I'm scared of my kids.

It doesn't need a router reboot just a disconnect/reconnect to Plusnet - a resync isn't required
If they did it right the Plusnet system should do that for you

I don't think it even needs that Jim, does it? I thought it was a straight real-time speed cap, like the real IP Profile.

It actually does
The normal practice when Plusnet change their copy is to trigger a PPP drop which then applies the change to the account
On the occasions where it doesn't then a user PPP drop is required
This is why when the Digital Care Team do it they sometimes ask the user to disconnect then connect via the router interface to trigger the change

OK, I didn't know that .

Think about it Bob, if the jumper were duff, it would be duff for both forms of ADSL. If the 21cn card is duff, how can it be chucking out ADSL OK and not ADSL2+.

My guess, it'll be summat at the OP's end... now to read the rest of the thread and see what happens ........

That did occur to me but for some irrational reason which I don't remember I decided to ignore the issue.

You have to make allowances for me. My post was at 12:08. I was probably doing it whilst waiting for the kettle to boil to make my second cup-of-tea-in-bed.

I exaggerate. It would have been one of the sit-downs between eating my cereal; going for the paper wiv dawg; and cooking breakfast.

What does dawn look like from a tent on the pavement in the rain?

Hello again.

I've rebooted the router and getting the following stats

Data Rate (kbps) 16020 - 828
Noise Margin (dB) 2.2 - 9
Attenuation (dB) 28.6 - 14.3

The plusnet profile page says I'm now on 13.4. Bt IP profile says I;m on 13.39

Speed test has me stuck still at 6.06 d/l and 0.33 u/l. So there still seems to be a cap in place somewhere.

Any ideas?

What does dawn look like from a tent on the pavement in the rain?

The police moved me on, said it was tantamount to stalking. I told them I dawns no.1 fan 1



The tents only come out on high days and holidays, most of us just get wet !

Hi, looks like the profile on our side is at 13500 which matches what we're seeing on BTs side of things. Unless a BT speed test is reporting a higher profile that's the best we can get for you at the moment, though please let us know if it improves and we'll get ours updated (assuming it hasn't caught up).

In reply to a post by orbrey:

Hi, looks like the profile on our side is at 13500 which matches what we're seeing on BTs side of things. Unless a BT speed test is reporting a higher profile that's the best we can get for you at the moment, though please let us know if it improves and we'll get ours updated (assuming it hasn't caught up).

Thanks.

Can you explain to me any reasons as to why if Bt connects me at 16000 and has a profile of 13.39. And PlusNet has a cap of 13.50, can I only get the Exact same ADSL 1 speed of 6mb on my 550meter to the exchange line? Also the upload is capped at 0.3 with a profile of 0.9

Am I missing something? basic logic (aka guesswork) tells me that my downloads are throttled somewhere.

are the speed tests wired or wireless

Well, the profile's 88.2% of the sync rate, not sure if it takes time to update any more - if you think it should be higher than what we've got set I'll happily change it for you to see if it improves things?

Not sure why if our cap is set to 13500 your speed is limited to 6000, but I very much doubt it's anything to do with settings on our side.

I'll take a look at the upload for you as well and get an order placed to uncap that.

EDIT: The upload is already uncapped and showing a profile of 828, hoping you're seeing those speeds?

Edited by deleted (Thu 23-Jan-14 11:06:39)

In reply to a post by orbrey:

Well, the profile's 88.2% of the sync rate, not sure if it takes time to update any more - if you think it should be higher than what we've got set I'll happily change it for you to see if it improves things?

Not sure why if our cap is set to 13500 your speed is limited to 6000, but I very much doubt it's anything to do with settings on our side.

I'll take a look at the upload for you as well and get an order placed to uncap that.

EDIT: The upload is already uncapped and showing a profile of 828, hoping you're seeing those speeds?

Thanks.

Its hard wired.

Upload speed are also capped at 0.3. Same as when on adsl 1.

Ho hum........

Next step is to swap the router. I'll try that later.

I'm told you may need to disconnect and reconnect the PPP session, which with many routers including the 582n youcan do from the GUI, to get the upstream change to take effect.

My parents had the same problem when their exchange was upgraded to 21CN and switched to ADSL2+. Their profile on Plusnet's system was showing 19.8Mb but the throughput was the same 6.2 Mb that they were getting on ADSL.

I can't remember exactly what it was the chap from customer support said it was but it it was something to do with the old ADSL Max profile.

As the upstream sync is an exchange related setting it requires a line resync which, from my experience, happens automatically
This is different to the Plusnet IP profile which is downstream only
However why it is supposed to be uncapped with a 0.9Mbps IP profile and the test results aren't showing it I have no idea but a router resync may be needed

Edited by deleted (Fri 24-Jan-14 15:19:57)

thanks everyone.

I changed the router to a brand new out the wrapper Belkin.

Configured and connected. THen ran a speed test

Still stuck at 6.06mb d/l and 0.3 u/l whilst connecting at 16000mbps with a now 13.5 ip profile

There is a throttle/cap in place somewhere!

I have seen something similar before and it was due to a mismatch in the BT systems
When raised before on the Plusnet Forums the Digital Care Team sorted it out
In your case I suspect that the 20CN profile is stuck in the system somewhere
One way which might just fix it is a full line reset but it may need a more in depth fiddle by BT

I've seen it two or three times. Some further tests were needed by Plusnet and the explanation given was those showed "an imbalance in the system".

From what was going on at the time, it seems to me there are actually three places where the IP Profile is held. At the BRAS, at Plusnet, and in the DSLAM/MSAN. This particular problem seems to arise when the BRAS and DSLAM/MSAN differ.

Update.

Speeds still stuck at ADSL1 rates.

I've contacted PlusNet and raised another ticket. They have made me run 3 bt speedtests over the last 24hrs.

All with the same result.

Awaiting further info from P/S

Hi,

Were you asked to run the TAP3 test at all when doing those three tests? That's the one that requires you to connect with the speedtest@speedtest_domain login in your router. That bypasses our network and the internet entirely, so if that's slow it's definitely a network fault which would make sense given we're seeing no issues with the profile mismatching, which is what would normally cause this.

In reply to a post by orbrey:

Hi,

Were you asked to run the TAP3 test at all when doing those three tests? That's the one that requires you to connect with the speedtest@speedtest_domain login in your router. That bypasses our network and the internet entirely, so if that's slow it's definitely a network fault which would make sense given we're seeing no issues with the profile mismatching, which is what would normally cause this.

Erm no. What is this test and how do I run it?

It's the third of the BT speed tests, if the first two fail then you'll be asked to run the TAP3 test. If those tests aren't failing you could limit your download speed on the PC (there's utilities you can get to do this) so they do fail and then try the third test?

or watch a video at the same time

PlusNet have given up.

Still stuck at the adsl1 speed.

Engineer offered however I cant take a day off work to wait in for one.

I will simply have to wait until I'm on leave in april

A tad frustrating!

A tad frustrating!

That's Plusnet for you at times, too close to BT.

Parent --- Child complex maybe???

And as if by magic......

This morning without me or plusnet doing anything, I'm getting 13.4 meg downloads.

Clearly there was a cap somewhere, that some bot or someone has noticed and lifted.

Almost funny really!

Edit just noticed that sam knows has updated my exchange from enabling 31/1/14 to enabled. Is it possible that the exchange was being artificially throttled until the 'go live' date was reached?

Edited by poggs (Sun 02-Feb-14 15:59:09)