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Hi AGAIN 
My 2nd line broadband was currently activated last week, i did some speed tests and nothing would go over 2mbps, i then decided to check the IP profile and its at 2mbps but the profile checker only shows a max achievable speed of 2mbps and not the usual 7 something mbps which makes me think i'm on a fixed 2mbps, link below to the screenshot
https://drive.google.com/file/d/0B6P4YHfJb6--TnhjWW0...
Im currently in the 6th day of the line training period, should i wait the full 10 days to see if the problem solves itself or will it just stay at the 2mbps till i do something about it?
You may wonder why i just don't call sse customer service, its takes them 40 mins to answer so thought i'd try here first for some advice
Thanks all
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It does suggest that the sync rate is 7.1 Mbps so yes you may be on a capped profile.
Which modem/hub do you have? And can you get a full set of line stats?
Which ISP?
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M H C
taurus excreta cerebrum vincit
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And the connection speed, attenuation and noise margin from the modem are?
These figures are what actually drives the setting the IP Profile value.
The DSL Connection Rate of 7.1 Mbps in the wholesale test suggests you may be suffering a stuck IP profile, rare but possible if you are on an old IPStream Max exchange (not cross referenced previous threads to check this)
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Hi
Looking at the image you are NOT on a fixed rate product, (the upload synch would be 228 kbps)
You are connected at about 7 Mbps down and 448 kbps down.
Quite why you are unable to transfer at >2 Mbps I don't know....I think a long wait for SSE is in order 
Mention a stuck IP profile, a look at your router stats would be handy to see connection uptime;( you could have had a connection in the last 3 days of about 2Mbps) you could also try a router reboot (only once)
Ian
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Hi thanks both for the response. my line stats are as follows
Device Information
Firmware Version:0.6.0 1.7 v000e.0 Build 140619 Rel.51112n
Hardware Version:TD-W8980 v1 00000000
System Up Time:0 day(s) 02:28:55
DSL
Line Status:Connected
DSL Modulation Type:ADSL_G.dmt
Annex Type:Annex A/L
Upstream Downstream
Current Rate (Kbps) 448 7104
Max Rate (Kbps) 980 7136
SNR Margin (dB) 19 5
Line Attenuation (dB) 23 44.4
Errors (Pkts) 0 0
And im with SSE Broadband
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Yes thats what i feared, and yes i rebooted it for the first time a couple of hours ago to see if that would boot it into shape.
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I have come across a few cases where the downstream appears fixed/capped at 2Mbps with a 448kbps upstream. A quick search brings up examples such as: https://community.bt.com/t5/ADSL-Copper-Broadband-Sp...
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M H C
taurus excreta cerebrum vincit
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Yes i came across a couple of them when i was doing some searching on the problem at hand, guess i'll have to phone sse "what a nightmare!"
Any idea what i should ask them to do as im not great at getting across to any phone support, just leads to a bigger problem.
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You have what is termed a stuck IP profile, which does happen sometimes, used to be more common when IPStream Max was the dominate product.
So nothing wrong with the line connection speeds, in fact for 44dB attenuation they are actually VERY good. The IP Profile is annoying on IPStream Max, so a good test of SSE is they understand the issue, key phrase that should wake them up is 'stuck IP profile'
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Ok thanks very much, i'll get to calling them
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Just got through to them, guy had no clue what i was talking about, he's going to get level 2 support involved and call back in 30 mins, he then started complaining that when i signed up i agreed to the upto 1 mbps service as thats what the adls checker states i can get but like i've said in previous posts i get a good constant speed of 6mbps on simple old adsl
Ah story of my life
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Hah just got a call back saying they can't do anything, and started blabbing about that im not on a 21st century network to get the speeds i want, whats that got to do with the problem? i told them i was syncing at 7301kbps on my router but because i agreed to the 1mbps when i signed up they think thats all my line is capable of, i assumed i was still in the cooling period and asked to cancel but they said that had ran out and i;d be charged.
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Even though that sounds wildly inaccurate, this is good evidence of SSE not being a suitable provider on Market 1 exchanges...
Also can i ask why you agreed to 1mb when you can get 6mb... I would be very reluctant to let any company contract me in such a situation!
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What does this checker give for your estimates? (Just copy and paste the contents of the table, we don't need it all prettified in a screenshot).
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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Very inaccurate, but this was the mans excuse, he said he contacted 2nd support team and his manager, and i agreed to it as i don't think there's anything i can do to change the bt line checker stats, i've always had this problem with the line checker and its always stated that
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
ADSL Max Up to 2 -- 1.5 to 4.5 Available
Fixed Rate 1 -- -- Available
Remember them line stats are for my new line
They used my 1st line (main one that's been connected for years) as a reference to what speeds i would get and that main line stated on the bt line checker that i will get a up to of 1mbps.
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Is that from your SSE line number, and taken just now or is it a copy of an earlier reading?
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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Oh I know what there using... to be honest I would go through complaints process as your line is more than capable... angle it at the refusal of assistance with a line fault!
Also might be worth finding out if SSE have any line restrictions on 20CN connections (to be honest I didn't think they did connections via BT)
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ADSL Max Up to 2 -- 1.5 to 4.5 Available What's this then?
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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that is for the phone number sse installed and it was copied 5 mins ago from the link you provided with my sse phone number typed in. Im not sure what to do next, i'll call again and hope to get someone different but they note everything down and i think they'll just go of with what the next guy is saying,
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Im afraid i don't get what you mean?
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Ok i;ll call back and see if i can get through with another person, if not i'll go complain.
And how would i go about finding if SSE have line restrictions?
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And how would i go about finding if SSE have line restrictions?
haha, I would say go on there website and look for the product guides and terms for different markets but seems SSE don't have anything like that... they have some basic price guide...
But I did just check the availability of a line connected too Stretham exchange which is also market 1 like yours and it said speeds of 7-8mb so its sure not restricted to 2mb!
Though was surprised that they would keep the offer even with the potential increase in wholesale costs to provide the service!
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What SSE ISP tech support need to do is get in touch with BT Wholesale and ask them to reset your connection's IP profile.
If you get no positive resolution to this issue then you could always try the CEO email route and explain the problem and your dissatisfaction.
http://ceoemail.com/s.php?id=9565
plusnet user
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Im afraid i don't get what you mean? If you look at the headers you can see it is a reply to the OP.
It points out that the estimates for the line include ADSL Max. Not just a 1Mbps service, which we know they aren't on anyway.
More evidence to present to SSE.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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Ah i see what you mean now but when i first went with sse they used my old line and that gave a max speed of 1mbps and i think they've stuck with that, i'm awaiting a call back and will enlighten them to what the adsl checker says for that second line they installed.
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Yes im wondering how they're making cash out of this, and even though i was promised 1mbps plus they did offer up to 17mbps for those who could get it so definitely not restricted i would assume. But i did relay Apprentice's comment to them and told them to contact bt wholesale for a profile reset. i was telling him what people where saying on the forums also to see if that would help get through to them. we'll see
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So have SSE said they are going to get this sorted or not?
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Not sure. i'm awaiting a call back from them, he said he'd call back in 10-15 mins 30 mins ago haha. i'll wait a couple of hours. If i hear nothing i'll call again and if nothing gets through to them i'll use that email Apprentice provided and contact the CEO and see if he can sort anything out.
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Hmmm, sounds like a wild goose chase too me... hope you get something sorted!
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You can also refer them to the BT Wholesale Performance Test Further Diagnostics which they are able to see. Those clearly show you connected at 7Mbps on ADSL Max. Not a fixed speed 1Mbps or even 2Mbps.
The IP Profile is a calculated figure by the BT Wholesale DLM. But it can get stuck, and in your case has done.
Your 7104kbps sync should give rise to an IP Profile of 6000kbps. See the table on this page.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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As do i thankyou
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Yeah told them many times the sync speed on my router but they just couldn't keep away from that 1mbps promise. Any chance of me going through bt wholesale directly or does it have to be through the isp?
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Has to be through the ISP.
Have you read this page?
That gives your next steps if you can't get any sense out of them. At the very least, quite apart from their lack of understanding of the technology, (a) you are not on a 1Mbps connection as you are getting more than that, and (b) if they won't back away from that silly insistence then you have clearly and provably been mis-sold an inferior service.
A referral to Ombudsman Services costs them a few hundred pounds, win or lose .
To be honest I don't think you have ever reached any technical level in their support staff. Either that, or they don't have any. The whole thing is blindingly obvious.
Somewhere within the last few days I saw a post with a link to the BT Wholesale tool that ISPs use to reset a stuck profile, but I spent a while searching and didn't find it. I may have another go later, but have to go out now.
Good luck.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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Thankyou and yes i did take a look at that page before but after i seen the 8 weeks i clicked off it.
They didn't call back within the 15 mins so got another 40 mins wait on my hands. Absolutely abysmal
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Thankyou and yes i did take a look at that page before but after i seen the 8 weeks i clicked off it.
They didn't call back within the 15 mins so got another 40 mins wait on my hands. Absolutely abysmal
Just e-mail the boss
[email protected]
Be pleasant, say you are sure the problem can be easily sorted if he can get his technical guy at the top of the broadband division to get the connection reset
Don't waste any more time talking to call staff
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Thankyou and yes i did take a look at that page before but after i seen the 8 weeks i clicked off it.
They didn't call back within the 15 mins so got another 40 mins wait on my hands. Absolutely abysmal
Just ocurred to me that if you are on Twitter you could try expressing your disappointment to @YourSSE Often public expression of dissatisfaction can get a quicker result
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Only in their simplistic computer says no world.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Thankyou and yes i did take a look at that page before but after i seen the 8 weeks i clicked off it. As they say later on, if there is deadlock which is what you seem to have, then you can request (effectively demand) a "Deadlock letter" then you can go straight to Ombudsman Services.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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ah i see i should have probably read on. my impatiens will be the death of me i tell you
Anyway i think it may be in the process of being fixed, he said he had a fault open and that the ip profile will be reset, i'll get a call tomorrow (hopefully) to tell me what there going to do, the guy mentioned openreach for some reason, does an ip profile require openreach to be involved? cause my guess is no which worries me slightly. Oh well guess i'll see tomorrow what there going to do.
Thanks all again for the advice!
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IP Profile is BT Wholesale.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 57970/13958kbps @ 600m. - BQM
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Well still stuck on 2mbps, Not sure why there struggling to contact bt wholesale but seems there incapable of that.
Guess i'll have to request a deadlock letter.
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Just had an engineer out, said he'd fixed it. Done a speedtest after he left and still on 2mbps profile. Should have asked him to stay till i checked for myself :Z
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Back on the phone then by sounds of it, though they could say they need to wait 24 hours...
Also engineer might of request the line profile reset which could take a few hours.
Try rebooting the modem/router around 6PM and see if your profile increases.
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Yeah probably so but i'll do as you say and wait a couple of days just incase he has requested it.
But i did ask him if it was fixed and he said yes so im confused, I should have expanded and explained my questioning a bit better but he knew the problem i was facing so yes a little baffled but will update in a couple of days to see if its been sorted.
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Does not need an engineer visit to get a line profile reset, just the correct request made to BT Wholesale by the provider
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Oh i know lol. Iv'e told i think 3 different call centre workers of sse that they need to contact BT Wholesale and request a reset but they all assumed its a fault and sent and engineer. Was also speaking to the engineer regarding this as well and he agreed that no engineer was needed. But from the looks of it now it seems openreach are incapable of getting it fixed then again he just left 2 hours ago so a little more patience on my part.
I also quoted a lot of your guys posts to a couple of the call centre workers and still have the problem,
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It is an ADSL issue so not for Openreach to fix, i.e. their engineer reports back up the chain to BT Wholesale who will actually do the change.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Not sure if it was a bt engineer or openreach. didn't pay much attention thb with you. He told me (in his exact words) "iv'e reset the circuit" im not quite sure what that means but yeah i took that as the IP profile being reset.
It just wants to burst past 2mbps
https://drive.google.com/file/d/0B6P4YHfJb6--R0FOaWx...
Edited by deleted (Mon 07-Sep-15 11:38:41)
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So just got of the phone with them after telling them once again that Bt wholesale needed to know and that they got to reset it but got a follow up call telling me that a telephone engineer would be sent out instead of a broadband engineer that visited me today.
I'm losing the will....
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Just thought i'd let everyone know the problem has been sorted and the download speeds at 6mbps
I didn't speak to the engineer, my wife did as i was at work and she's telling me that the engineer said something about "crossed Lines" whatever that means.
Thanks all for the help,
Appreciated once again
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