Help - Stuck Profile!

Hi there,

I have been directed to this forum from my ISP's own forum (ADSL24). I have had ADSL max installed for around a month now. During the initial training period I had good speeds with my line syncing at over 7000K. Now for some reason my line is stuck at 1000K (even though sync is always at least 6500K). It has been stuck this way for 3 weeks. My ISP has been unable to get BT to resolve the issue.

I am hoping that someone on this forum can help me please. I understand some members of the community work for BT and can look at these stuck profiles?

I am in Leicester on the Monfort exchange. My email is aaronhorn at gmail . com.

The staff here don't work for BT - if they did, it wouldn't be an independent site. However, I believe they do have industry "contacts", which can sometimes prove useful.

It may be useful to know your line stats

http://www.dslzoneuk.net/adsl_line_stats.php

and the results of a recent BT speed test.

http://www.speedtester.bt.com/

There are several registered users who openly state they work for BT although I dont recall anyone saying they work for Wholesale, so are unlikely to be able to assist the OP directly.

ADSL Link Downstream Upstream
Connection Speed 6432 kbps 448 kbps
Line Attenuation 33 db 11 db
Noise Margin 9 db 28 db

I am assuming those are normal?

Recent speed test...

Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 1000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 7136 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 384 kbps

The slow rate was possibly due to a house mate using the connection, however it is the IP profile I am concerned with at this moment.

I have had a ticket logged with ADSL24 since the 1/10. James is apologetic but it seems he is unable to help. I don't understand why this is taking so long since I had the same problem on the same exchange last year and it was resolved within a week.

aaronhorn at gmail dot com

I guess I was kind of thinking or MrSaffron who I believe has been dealing with similar ADSL24 customer problems?

aaron

I think your ISP is giving you the runaround. They are the people who should sort it out with BT, and competent ISPs manage to do so perfectly well.

Yes, those stats appear normal. The downstream sync rate appears to be flapping a bit (between 7136 and 6432 on those results). Have you any idea what the range of your sync rates is?

Do you get the same results from the test socket within the BT master socket?

Hav you tried this? http://www.dslzoneuk.net/socket.php?type=html

ADSL24 have a good reputation for getting this sort of problem resolved (as do Entanet generally I believe).

Yep, if he sees this thread he can probably give them a prod for you. But, he does NOT work for BT, and neither do any of the staff here, as far as I know.

Several ordinary posters might - but I've never seen them fix a stuck profile!

Just my curiosity, did you have a "fixed" speed broadband connection, namely 1Mbits/s, prior to migrating to ADSL24??

In reply to:

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but I've never seen them fix a stuck profile!

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they wouldn't want to advertise the fact for fear of being flooded with requests.

It's a new connection that worked fine for the first week. I then got a series of disconnections (caused by a bad cable) thus lowering the sync speed. The profile has been stuck at 1000K since. It's interesting to note that BT is stating the max speed for my number is 1000K yet I am only 1.9K away and we've had higher speed previously. What's going on?

aaron

I believe the Max speed checker tracks the current IP profile.

Well, I rang entanet today who tracked my fault with BT wholesale and found the ticket had been closed YET AGAIN. He re-opened it and advised me to call every day until it was resolved.

aaron

If by tracker you mean the wholesale line checker then I dont think it does. For my line it walways said "4.5meg or greater" then after a recent problem went down to "2mb" but my profile has been back to normal for a while but the wholesale line cxhecker hasnt changed from 2mb.

Ref the stuck profile, some people have had sucess with this by leaving your router disconnected overnight and then connecting the next day. In theory the profile should change within 1 day under the new(ish) software from a 1000k profile to 5000k+ profile as it is quite a big step up. Small step ups take longer.

It tracks the MSR - which is normally set in the first 10 days, but some providers fix Max issues by requesting a complete retrain and thus the MSR will alter.

it is worth pointing out BT Wholesale re-acquired the MSR figures for Max lines over the summer.