In reply to a post by js909:

Download speed achieved during the test was - 2140 Kbps
For your connection, the acceptable range of speeds is 2000-21000 Kbps.
Additional Information:
Your DSL Connection Rate :3071 Kbps(DOWN-STREAM), 1059 Kbps(UP-STREAM)
IP Profile for your line is - 9000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 22.47:28.02:49.51 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.

Probable junk result from the current BT Performance Tester! Quite common these days.

Note the connection speed and noise margin. To get a 9000kbps profile you would need to be connected at 10208+ for a fair while. 2500 is correct for that sync, which you seem to have had for a while.

The facts are that I first reported this problem on August 26th and it still hasn't been fixed. Once my Virgin Media is installed I intend to take this matter up with the regulator since clearly the level of service has been unfit for purpose. I have supplied daily information and had almost no feedback. This is TOTALLY unacceptable. I know it, you know it, PlusNet know it, and I intend to make a formal complaint to the regulator. PlusNet had the opportunity to reset the SNR last week and wouldn't. They've done this to themselves. - although I also have sympathy because it is largely BTs DLM that is screwing up everyone and wasting everyones time.

I'm sorry that we weren't able to resolve this problem for you in your expected timeframe, DLM has clamped down and applied a 1-3Mbps banded profile to your line which is why you're getting high SNR margins on the downstream, low sync and low profiles. Your line is still dropping (or being switched off and on, our logs don't show any difference) so the banded profile is still applied.

As you've chosen to leave our service I can't perform full fault diagnostics or raise a fault to investigate further. In addition, SNR resets can only be performed on the 20CN network, not 21CN but this is a moot point.

I wish you all the best with Virgin and hope that if you choose to use our service in the future then we are able to do better than what you've experienced over the last two weeks.

So what you're saying is because I'm leaving PlusNet, you refuse to fix the fault. I'm sure the regulator will love that one.

I'm trying to fix the fault with PlusNet can't be bothered to fix. I switched my router off for six hours overnight to see if that might help - it didn't. ANY other line drops are recorded by my router and if you look at the notes of the call you'll find some further BT/PLUSNET line/LCP drops. In particular one LCP drop where ADSL did not drop.

I wish you all the best with the regulator and have saved the link so I can provide them with your statement.

Today I've had one from the BT speed tester at 2500, another a couple of hours later at:

" IP Profile for your line is - 4543 Kbps"

and another just recently at 2500. ADSL2+ is total pants. I know a lemon when I see one.

btw.

"SNR resets can only be performed on the 20CN network, not 21CN but this is a moot point."

HOW then, when I was moved to the 21CN and had these problems in MARCH 2010, did someone COMPLETELY reset my 21CN ADSL2+ line last time. Try looking up Question 32502466, and you'll see that you are wrong on this.

Pay closed attention to the phrase " logic adaptive screen not showing a change in progress hence raised as EPP".

Also, how come my Line Profile stored at PlusNet hasn't updated since August 26th. Your systems don't work.


In addition, the current call is updated with the message from Technical Support that:

"I advised that the faults team will be looking into his issue and we will reset his SNR level if it is necessary"

Where do you get your info from ?

Edited by js909 (Mon 06-Sep-10 16:47:43)

In reply to a post by js909:

Today I've had one from the BT speed tester at 2500, another a couple of hours later at:

" IP Profile for your line is - 4543 Kbps"

and another just recently at 2500. ADSL2+ is total pants. I know a lemon when I see one.

Exactly what I was saying, there is no such profile.

The trouble is when you get gibberish results like the two you have posted there has to be great doubt about even the valid-looking ones.

I'm not saying we refuse to fix the fault, I'm saying that we cannot. As soon as either a MAC is used, or a cease order placed on a line then we cannot perform fault diagnostics and we cannot raise a fault. These are restrictions in the BT Wholesale fault diagnostic and reporting systems.

Question 32502466 refers to raising a fault and manually requesting certain work to be performed by BT Wholesale as part of a fault resolution. This is different to an SNR reset which is a service available on 20CN lines only.

Your profile has not updated since August 26th, mainly because your line is capped.

I get my information from my experience working as a Technical Support Analyst, during that time I have been seconded to the Faults Team. I'm not guessing at this information, I know it to be right. I'm sorry if contradictory comments have been placed on a ticket as you quote.

In reply to a post by RobertoS:

ADSL2+ is total pants. I know a lemon when I see one.

The BT version is pants with its very aggressive DLM, however, LLU such as Be / O2 don't use a permanent DLM like BT (it's only active for the first week and then it is turned off).

Anyhow good luck with Virgin.

I understand that Plusnet have to pay around £160 for BT to fix a fault - under the new BT agreements imposed on to ISPs.

It's all explained in gory details here:
http://aaisp.net.uk/kb-broadband-sfi.html

and this probably accounts now for why there is a reluctance to do anything which might involve BT, and I can see the same resistance in many of the posts on this and other forums relating to PlusNet, and clearly this is the same for many BT-provided lines. And I don't blame PlusNet for designing and implementing a failed DLM system - obviously that's something BT has done.

I do feel that the regulator now needs to step in and carry out an investigation because technically if the service is not-fit-for-service it's PlusNet and other ISPs which may suffer.

My SNR should have been reset by PlusNet themselves without any need to reference BT wholesale - I am informed that all ISPs received a script from BT which allows you to do this. Furthermore, this appears to have been exactly what was done to clear the problem back in March. Whether this is true or not, I cannot confirm - but you could (but I won't ask you to put yourself in that position).

The aggressive nature of the DLM makes it essential that ISPs are able to reset the line, whilst BT should be forced by the regulator to amend their DLM settings. Remember that in my case ALL problems were initially caused by BT. So an engineer arrives to fix your washing machine and blows up your tumble dryer in the process, only to say I'm not fixing the tumble dryer - I have no responsibility.

Remember this. All through this PlusNet, and as it happens BT, had the chance to keep me as a customer. They failed so badly that I'm having Virgin installed on Friday. And I'm not the only one leaving, I've seen numerous posts going back many months of people leaving. And I've only been looking at PlusNet, not other ISPs who use the BT-provided network.

I came to PlusNet on the recommendation of a friend who I trust implicitly, and it was "the" place to be once. But line speed is critically important, and PlusNet told us 21CN was the best thing since sliced bread. Whilst for some it's actually worse than 20CN, and your other previous LLU offerings.

It is my firm intention now to take this to the regulator to obtain my £25 disconnection fee back from PlusNet since they, and BT, through their actions (more correctly inaction), forced me to leave for Virgin. If PlusNet had fixed the problem within a few days of August 26th I would have stayed.