Stuck IP Profile on Orange?

I joined Orange back in December and was getting sync speeds of 14 Mbps. I was using the supplied Netgear DGN1000. Just after Christmas the router kept disconnecting, some days the internet was unusable as it was doing it every few minutes. I borrowed a Linksys (forgot the model number) from a friend for a few days and the resets went away but the speed had dropped to around 9Mbps. I then reconnected the DGN1000 and the disconnects became less and less, until the router went up in a puff of smoke one morning.

After speaking to tech support and getting a new router (a bright box) i borrowed another router (a buffalo) from my brother to carry me over until the new one arrived. There was a problem syncing at a speed of more the 2288 Kbps, but i thought its only a few days until the new router arrives so its not to much of a worry. How wrong i was, the new bright box only synched at the same speed! I've tried talking to tech support about this and i've tried connecting to the test socket for a few days but its made no difference to sync speed. My latest result from speedtester.bt.com gives me a download speed of 5.38 Mbps, but my IP Profile is 2Mbps. It has been stuck on this profile for about 3 weeks with no luck from tech support.

Any help would be greatly appreciated

How can a sync speed of 2288 Kbps give a throughput of 5.38 Mbps? Doesn't make sense!

Post your router stats and result of BT Speedtester.

I've got no idea how my sync speed gives that throughput either!

Any way my router stats:

status:
configured current
Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode Automatic G992.5(ADSL2+)
data rate information:
stream type actual data rate
Upstream 443 (Kbps.)
Downstream 2272 (Kbps.)
defect/failure indication:
operation data upstream downstream
Noise Margin 22.2 dB 26.7 dB
Line Attenuation 5.0 dB 17.0 dB
indicator name near end indicator far end indicator
Output Power 12.8 dBm 0.0 dBm
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction NA NA
Fast Path CRC Error 7 1
Interleaved Path CRC Error NA NA
Loss of Signal Defect 97 0
Fast Path HEC Error STR 3 6
Interleaved Path HEC Error NA NA
Error Seconds 1042 3034

Current Speedtest result:

1. Best Effort Test: -provides background information.

Download Speed
1.75 Mbps

0 Kbps 2 Mbps
Max Achievable Speed

Download speedachieved during the test was - 1.75 Mbps
For your connection, the acceptable range of speeds is 800 Kbps-2 Mbps.
IP Profile for your line is - 2 Mbps

2. Upstream Test: -provides background information.

Upload Speed
375 Kbps

0 Kbps 832 Kbps
Max Achievable Speed

Upload speed achieved during the test was - 375Kbps
Additional Information:
Upstream Rate IP profile on your line is - 832 Kbps

No evidence of 5 Meg Download speed achieved; the 1.75 Meg reported by BT is about right for your sync.

It's not your IP Profile that is stuck. It is being damped by your sync speed, which looks as if it is on a fixed 2 Meg ADSL product.

Edited by XRaySpeX (Thu 15-Mar-12 00:24:28)

Thanks for replying XRaySpex

So how have i ended up on 2 Meg ADSL? Up until about a month ago the speeds were fine?

Hello dsharp67,

I would like to offer some assistance, if you want to drop me a Private Message with your details including contact number I will get your issue escalated and someone will call you back.

Best Regards

A big thank you for your help UKDoc, just got off the phone with Level 3 support and they have reset the profile on the line and my speed has gone up to 9.12 Mbps!!

Thanks again guys

Begs the Q as why the heck Orange fixed you on 2 Meg in the 1st place?

Post your router stats now. You should be getting at least 20 Meg sync speed.

New router stats as requested

status:
configured current
Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode Automatic G992.5(ADSL2+)
data rate information:
stream type actual data rate
Upstream 443 (Kbps.)
Downstream 13159 (Kbps.)
defect/failure indication:
operation data upstream downstream
Noise Margin 11.2 dB 0.9 dB
Line Attenuation 6.1 dB 18.5 dB
indicator name near end indicator far end indicator
Output Power 12.4 dBm 0.0 dBm
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction NA NA
Fast Path CRC Error 626 2
Interleaved Path CRC Error NA NA
Loss of Signal Defect 9 0
Fast Path HEC Error STR 14996 0
Interleaved Path HEC Error NA NA
Error Seconds 2866 2

Hello dsharp67,

Your line has been reset as you've been told by the team. You were not on a fixed 2MB profile, the reason for your reduced speed was your high noise margin (27dB) on downstream. (lower noise margin is better)

Your new stats show 0.9db noise margin, so your full speed is back at 13-14mbps which is typical for line attenuation of 17-18dB.

You can keep an eye on this and let us know if you have any further issues.

Regards

In reply to a post by UKDoc:

You were not on a fixed 2MB profile, the reason for your reduced speed was your high noise margin (27dB) on downstream.

Yes, that high NM was damping OP's speed to 2 Meg. Why were you setting it so high in the 1st place?

In reply to a post by UKDoc:

Your new stats show 0.9db noise margin.

Far too low! Line's going to be very unstable.

In reply to a post by UKDoc:

so your full speed is back at 13-14mbps which is typical for line attenuation of 17-18dB.

Perposterous! 20-21 Meg is typical speed @ 18 dB attn.

In reply to a post by UKDoc:

Your new stats show 0.9db noise margin, so your full speed is back at 13-14mbps which is typical for line attenuation of 17-18dB.

You can keep an eye on this and let us know if you have any further issues.

With a 0.9dB margin at the time he took those stats, further issues he will certainly have. As for expecting 13-14Mbps sync/connection speed on 18dB attenuation - as XRaySpeX says, that is garbage.

(Edit - last sentence removed as it was due to my misreading part of XRaySpeX's post).

Edited by RobertoS (Fri 16-Mar-12 01:11:49)

Quite what Orange have done to try to sort out your speed problem is a bit unclear. As I've just posted in reply to their rep, I think you will have had disconnections this evening.

Can you tell us if you did, then during daylight take and post the stats again, then turn your router off for 10 minutes.

Start it up again, and read the stats as soon as possible after it connects. (Don't panic and rush, just don't wait for any significant time).

The 10-minute switch-off would be better as 30 minutes if you can bear that . That allows other settings in the system to clear down. These should be within a couple of minutes, but sometimes it takes longer. My suggested ten minutes is usually enough, 30 minutes should almost guarantee it.

The stats from immediately after the reconnection give us important information, in particular the setting they have for the sync-time noise margin, which significantly affects your connection speed.

Following on from that, and whatever it shows, we need to look at why you never got more than 14Mbps sync in the first place, before your router started playing up. As XRaySpeX says, around 20Mbps sync should be possible, with 18Mbps being the least you should expect.

This problem could very well be to do with the way things are set up and wired at your place.

Edited by RobertoS (Fri 16-Mar-12 01:13:58)

Hello RobertOS, XraySpeX

I am just here to try and help customers and am not looking to get into technical debate/flame war with the thinkbroadband residents .

In a pure noise free environment 17-18db will give around 20Mbps. The line rate I quoted 13-14Mpbs included a typical noise margin value, but yes agreed you can get some where in between.

The reason for the high noise margin in the first instance (and subsequent very low) is not clear which is why I have asked 'dsharp67' to let me know if he has any more issues and the team that did the reset are continuing to monitor.

Regards

The line rate I quoted 13-14Mpbs included a typical noise margin value

This is not a question of flaming, it is a case of simple misinformation.

You personally may not be at fault in this, but whoever in your management or training systems have told you that 0.9dB is a typical noise margin value, especially if that is necessary to achieve a non-typical 13Mbps on 18dB attenuation, is not being fair to you or how you appear here. It is simply not true.

In reply to a post by UKDoc:

In a pure noise free environment 17-18db will give around 20Mbps. The line rate I quoted 13-14Mpbs included a typical noise margin value

The speeds I quoted give the user a target to aim for by addressing, if necessary, any simple home wiring issues within his purview and not settle for second-best.

There is no flaming taking place. This is a Forum where we can all express our opinions. These will inevitably include technicalities.

Edited by XRaySpeX (Fri 16-Mar-12 12:53:56)

i think ive got a similar issue. Had line fault which was fixed a couple of weeks ago, broadband speed dropped as a result. Line fault fixed but broadband speed didnt recover.

ADSL firmware version : A2pBT009c1.d17d
Connection mode : ADSL2+
Type : Fast
Noise margin (dB) : 12.1
Attenuation (dB) : 39.0
Attainable download rate (kbps) : 2470
ADSL status : Connected [0]

Downstream Upstream
Rate (kbps) 2434 324

I used to get a speed of around 5 but now seen stuck at 2

39dB attenuation and 5Meg was below average connection speed.

What you need to get back to the 5Meg is for the 12 dB Target Noise Margin you appear to have to be dropped to 6dB

Hi Pete1970,

If you want to drop me a Private Message, with your broadband line number and a contact number I will get someone to call you back, to look at your line again.

Regards

I don't know if you would consider this a stuck IP profile but I when I signed up for Orange broadband back in April 2011, my estimated line speed was 17MB. Right now after taking a speed test my stats are:

Download speedachieved during the test was - 10.43 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 10.95 Mbps

Upload speed achieved during the test was - 1.05Mbps
Additional Information:
Upstream Rate IP profile on your line is - 832 Kbps

I am using a TP-Link W8960N router because the Netgear DGN1000 was terrible. My router stats are:

Mode: ADSL_2plus
Traffic Type: ATM
Status: Up
Link Power State: L0

Downstream Upstream
Rate (Kbps): 12483 1215

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (0.1 dB): 116 51
Attenuation (0.1 dB): 285 114
Output Power (0.1 dBm): 0 127
Attainable Rate (Kbps): 15108 1200

With these download margin and attenuation stats, I believe I should be getting 15MB-17MB. When I called Orange on Monday 12th March, and asked why I am not getting a faster download speed the guy from India said that if my download speed was faster, than the line would become unstable and I would get disconnected. What I wanted to know is whether or not this is true?

In reply to a post by XxSiuxX:

SNR Margin (0.1 dB): 116 51

That 12dB Target is what's killing your Sync speed, not the IP Profile, which is right for your Sync. You would get about 3 Meg more if it were lowered to the normal 6dB.

Whether it would be unstable is uncertain. Is there any history of instability? What was your Sync last year after it settled down?

Back when I was using the Netgear DGN1000 router, I would get randomly disconnected sometimes, but I think it was just the router overheating or something which is why I replaced it and have no problems now, maybe once a month or something the connection would drop for about 20 minutes and come back on. I am happy with the stability of my line, just not with the download speed. I can't remember the exact sync last year but when I was connected for the first month or two I was getting around 10MB. But than, all of a sudden, around June I checked my router stats using the Netgear router and I was getting:

ADSL Link: Downstream Upstream
Connection Speed: 6648kbps 1163kbps
Line Attenuation: 23.9db 11.2db
Noise Margin: 18.2db 6.1fb

Than in July my stats changed to:

ADSL Link: Downstream Upstream
Connection Speed: 11448kbps 1144kbps
Line Attenuation: 24.0db 11.0db
Noise Margin: 14.9db 5.8fb

Since than, my downstream hasn't fallen below the 10MB mark. Is there anything I can do to lower the 12dB?

To all who believe their IP Profile is stuck: IP profiles on 21CN WBC are generally and promptly dependant as 88.2 % of Sync Speed.

Since this new system of IP Profiles came into being I don't think I seen any that are not 88.2 %.

In reply to a post by XxSiuxX:

Is there anything I can do to lower the 12dB?

Orange/BT or their DLM can lower it. In the 1st 3 months of WBC last year they stuck me on 12 or 15 dB target and I was getting much lower speeds than LLU. So I wrote to them (phone support was useless having no idea of BB technology) insisting they lower it to 6 dB. Eventually they did and later still further to 3dB. Now I'm going much faster than LLU .

Alternatively, if you get a suitable router, e.g. Netgear DG834GT or DG834G v4, you can tweak it yourself. I have the former, but I prefer he ISP get it right in 1st place and I just tweak the margins.

I have to agree the phone support isn't very helpful at all. if I decide to write to Orange what address do I send it to? And is it as simple as asking them to lower the dB?

Addy is on their Contact Us pages.

Well, I had the comparative argument that my line was capable of more as it had been faster on LLU with the same ADSL2+ technology.

Hello RobertoS,

My reply on this was done while I was travelling, so not about training more about my phrasing and typing. I will be more considered in future. I had a look at your site, it's impressive and must have taken some time to put together.

I agree 0.9 db is not typical and is too low and doing a further power cycle on the router hopefully will settle this back to hopefully 3-6db. If not we will take further steps to investigate.

Across the network, the majority of noise margins sit between 6-12db, each 3db step will represent around 1-1.5Mbps. But obviously Fast and Interleaving (including depth) in conjunction with DLM rules and line profile will also affect this.

Rephrasing : In a pure noise free environment 17-18db will give around 20Mbps. The line rate I quoted 13-14Mpbs falls within an 'accepted' range for this attenuation and reflected the very first post made by dsharp67.

Based on your experiences you can understand that there are a wide variety of factors that influence noise margin on one off induced presence during training or something that has longer term affects. By resetting the line we have removed any historical data with DLM and will now take into account any improvements on the line.

Dsharp67 is still being monitored by my escalation team.

RobertoS you are welcome to PM me if you want any clarifications.

Regards

Edited by UKDoc (Mon 19-Mar-12 15:48:11)