Very low IP Profile since Line Fault

Hello,

I've recently had a line fault which completely disabled my land line phone (no dial tone) and would frequently disconnect my router multiple times a day, for about a week.

The line fault has recently been fixed and the phone now works, but unfortunately due to all the disconnections, my connection speed has slowly dropped from around 19mb to 0.283kbps.

I'm wondering what I should do now.

I've been reading a lot online, on various forums, that I should leave my connection stable for 3-5 days before attempting to restart my router to increase my profile. But I've also read that on a ADSL2+ connection, this is not necessary; I should be able to leave my connection off for a few hours (or overnight) to get a re-sync?

The sane part of my brain is saying, just leave the thing connected for 3-5 days; the other part of my brain that wants to play Planetside 2 is saying, restart the router now!

Please help!

If it has been fixed for a couple of days then I would suggest powering off for a few hours. Sometimes a few minutes is enough, but you do not want to keep checking so either overnight or from now until 4:00 pm.

Complain to your ISP. Plusnet for example keep records of previous connection speeds and would do something in this senario.

Ok thanks, I will try and leave the router off until 4:00pm.

I will probably contact my ISP tonight if the problem persists, the only reason I haven't done this yet is because I'm with Orange, and I loathe trying to communicate problems with them to be honest.

Similar issue with Orange: http://forums.thinkbroadband.com/freeserve/f/4185581...

Welp, reconnected after leaving the router off for 3 hours. No change in speed at all, still stuck at:

283kbps Down
440kbps Up

Noise Margin
32.3 dB Up
36.9 dB Down

Line Attenuation
4.0 dB
5.5 dB

Looks like I'll have to talk to Orange tonight. Does anyone have any tips for getting through to 2nd line support?

Write a formal complaint letter as phone CS have no BB nous at all.

I had been thinking of writing a complaint, is there an e-mail address I can send one too or would I need to post it?

Letter is better. See Orange website Contact Us for addys.

Looks like the Wholesale systems may have banded your connection, and it needs ISP to request this to be reset, should be pretty obvious is they look at any historical data, or even from the current stats you have posted.

In reply to a post by MrSaffron:

Looks like the Wholesale systems may have banded your connection, and it needs ISP to request this to be reset, should be pretty obvious is they look at any historical data, or even from the current stats you have posted.

Can you please tell us what this 'banding' entails beyond what the DLM system does, and where/how it is applied? Even better if you know why it is applied; I thought DLM was meant to sort it all.

Banding is one of the DLM tricks that WBC introduced.

The idea is to limit the modem to sync within a certain range of connection speeds, most people don't see it at all, but in faults or if forced by ISP e.g. they run their own analysis on wholesale reports and band accordingly, it can limit the speed of people.

idea is that it should stop lines flapping between 16 Meg and 0.5 Meg

Will be mentioned in SINET somewhere, but too late to go hunting and reading PDFs now

Called Orange and was actually surprised that the guy seemed to know what he was talking about (didn't bother with the usual restart the router, plug into the test socket [censored]).

He said to call back in another 2 days if there is no variation in my download and upload speed at all, as he reckons the router isn't syncing properly. Basically confirming everything you guys have said. I'm pretty sure this will still be the case, but I guess I'll humour them and call back in a day or two.

Fingers crossed I guess.

In reply to a post by Moolapie:

he reckons the router isn't syncing properly. Basically confirming everything you guys have said.

No, he's blaming the router rather than taking responsibility.

Orange CS subscribes to the blame-culture.

Hmmm ok, if he blames the router and offers a replacement then I'll tell him I've already tried another router with the same results and that's not good enough.

I'm hoping I can convince him to hand off the case to 2nd line or higher, or if not I may try arguing my way up the chain myself I guess?

Edited by deleted (Thu 06-Dec-12 18:05:44)

It's fixed!

After waiting a few days for the line to stabilize on its own, I called Orange in India, a nice lady there put me through to the Advanced Diagnostics Team in the UK. Another nice lady took a quick look a my connection and told me she would call me back in 10 minutes.

15 minutes later she calls back, tells me my connection was banded since the line fault, it has now been reset manually and apologies that it didn't automatically rise. I check the net, Instant jump in speed to 19mbs down, 1mb up!

Very surprised with how good Orange support was; I was with them a few years ago and they were terrible, but they have been nothing but helpful recently.

Hurray for the nice ladies at Orange!