MaxDSL Problem - Delighted with PlusNet CS

Since being MaxDSL'ed, I have had persistent problems with the BT bRAS profiler setting my Data Rate at ridiculously low levels despite my Sync Rate being > 5000Kbps @ 12db or > 4000Kbps @ 15db. The Data rates could be as low as 100Kbps and only for very brief intervals as high as 3500Kbps.

I know that there will be other opinions but I believe that the "Blip Logic" heartbeat sync which takes place around midnight was causing the profiler to see a low sync rate which was interpreted by RAMBO as being an unstable connection. Since I was getting one of these per night. I rarely got to the 3 day window required to unleash my line speed to near the sync speed.

PlusNet took me through the standard procedures of running three speed tests on the BT Speed Tester and even got a BT Engineer to visit me. The BT Engineer, in consultation with BT ASDL Operations decided that the best thing to do would be to re-start the MaxDSL Line learning process. After two further weeks, we were back to the same problem as before.

In desperation. I asked for a regrade back to the rock solid 2Meg service I had before MaxDSL. PlusNet ordered this for me but it failed because BT's records considered my line incapable of 2Meg service! Discussion on the PUG Forum suggested that this was a database error and that Andrew (Mr Saffron) could help escalate that issue to BT if I submitted the data to him. I duly did that.

In parallel, James Bailey took up the cudgel through the BT Client Manager and things began to move very quickly. I don't know what happened behind the scenes but my ticket was updated by Neil Armstrong and also the PlusNet Manager interfacing with BT.

At around 14:00 today, I got a call from Customer Services telling me that they believed that the problem was fixed. I ran a couple of speed tests and indeed the data rate was over 3000Kbps. My Sync Speed is 5088Kbps with a SNR Margin of 12.8. For those of you who dispair that BT will NOT reduce SNR Margin, I can tell you that mine went as high as 15db during this debacle.

Knowing that this was a BT Problem, I doubt that I could have solved it by changing ISPs. Despite the frustrations of the circular actions and outcomes, and I must admit to frayed temper on my part, PlusNet stuck with the problem and got it resolved.

I realise that posting CS reps names on here is frowned upon so let me thank James Bailey, Neil Armstrong and the CS and Network staff at plusNet. Thanks also to Andrew (Mr Saffron ) and Mr_Chris at PUG for their help and the BT Client Manager who finally got the problem solved by using a manual overide of the bRAS Profiler settings.

Apologies for the long post but if you are still reading this, thank you for your interest. I am happy to discuss any details which may help others with similar MaxDSL problems but I am not interested in any slanging match which results from this discussion going off-topic

R

congrats on getting your problems sorted. Its nice to see some praise for a change and if they could just get more of this type of resolution, then by jove they may have cracked it!

I'm glad you got it sorted.

I can't see why there should be any difficulty naming agents, when you are thanking them, by the way. I think it's the continual slagging off when people aren't necessarily here to defend themselves that's considered bad form.

I have been following your case, as I have experienced similar problems, if you remember.

Personally, I doubt the nightly "heartbeat" has much to do with it, as my understanding is this would only present a problem if you were already synced at a rogue (low!) rate, as it would look like a second successive sync at this bad rate (Blip Logic will ignore just one bad sync, but won't ignore two in a row).

My connection eventually calmed down after I got a new modem, but I never regained the initial high speeds I had when I was first maxed. And I still get occasional random disconnects in the evenings, but not as bad as it used to be - it's at least usable now, without me wanting to smash the PC, or chuck it out the window.

T.

T,

Yes, I remember our parallel experiences with our MaxDSL connections and I was hoping that my update would be of use to you and others with similar problems.

I believe that the RAMBO rules and algorithms are flawed and BT need to redesign the engine to cope with the characteristics of meedium to long line lngths. For example, I cannot see the rationale behind crippling the connection for three days because of two rogue syncs in the three day window. I believe that this was accepted as a rule in order to reduce the number of faults logged. I believe that the algorithm needs more sophistication, taking into account the consistency of connection speeds and errors logged. I also think that the line should automatically re-sync if the error rate reaches a predetermined threshold. In my case, BT has set my Minimum SNR margin to 12db which is fine, giving sync speeds > 5Meg during the day and until about 21:00 hrs. At night, the SNR drops to as low as 6db when I start to see a high error rate. If I re-boot the Router, it syncs at > 4Meg and the error rate drops dramatically.

Having re-booted the router tonight at around 22:00, I will leave it sync'ed at the lower rate until BT force a resync. As long as the sync rate stays above 3.5Meg, it has little if any effect on my data rate which I believe to be capped at 35ooKbps.

All of the above is purely empirical and based on my observation of the behaviour of my connection. I am sure that there are experts out there who will know how RAMBO works.

R

this is good but the truth hurts which is, noone should have to get people like mrsaffron who has inside contacts to get a problem resolved. BT should be doing it through normal channels. Its good tho that plusnet stuck by you rather then fobbing you off.

My various channels are actually fairly formalised these days, yes even regulation has made it to what I do now.

Andrew

murray walkered yourself with that comment didn't you Soundsystem?

Were having this exact problem.
Not too sure on the technicalities but our speeds are up and down and we disconnect 2-3 times a day minimum since our LLU was upgraded.

Its doing my head in and I have raised and raised it with plusnet....

I am a little concerned tho that changing ISP wont help because this was my next step (altho partly due to plusnet's extensive call queues, slow responses and the 10 day outtage when Max'd due to one of their staff failing to enable VC-~Mux then blaming BT)

I am confused. You state that this problem has occurred since your LLU was upgraded. If you are on LLU then you will be on the Tiscali network from your exchange, not the BT MaxDSL product.

In either case, I would suggest that you post on the PUG forum which is frequented by the PlusNet reps who used to lurk here.

not sure how anyone at PN is responsible for the VC-Mux setting in your router...