Hmmmm from what he said it sounded like they would go through their system, find what the fault is and push for BTW (Openreach) to sort it out, whether it be target noise margin or the IP Profile, but I will forward what you have said to the same guy at Tesco just to be on the safe side.

BT Wholesale is not Openreach.

Openreach just run the copper from exchange to the home. BT Wholesale control and run the DSLAM that Tesco use, well actually Tesco buy a service off C&W who then buy it off BT Wholesale as they don't have their hardware in your exchange most likely.

Hence a long chain and plenty of scope for people to not understand.

Below is what I added to the email to Tesco:

If I could add one thing, our router is showing a very high noise
margin of 15db, again this could also be due to the noise we had on
the line before we had the new line installed on Sunday, may be a good
idea to request a reset of the target noise margin to allow the line
to retrain itself back to how it should be, if BT can do this.

You think they will be able to action this? The Tesco guy seemed pretty knowledgeable

Edited by matthewcl375 (Tue 29-Jan-13 13:54:22)

Well I would know what you mean whether they will is another matter

Surely this sort of thing happens to people all the time after line maintenance, ISPs should know about this

In reply to a post by matthewcl375:

My understanding was that it goes SNR Margin -> Sync Speed -> IP Profile -> Throughput, so Im not sure how it came to be that the Sync Speed is 4960 but the SNR Margin is so high?

How Noise margin works.
About abnormally High noise margin.

Thanks for the link the website is very useful.

My main question now is this:

if Tesco manage to get my IP Profile back in line with my current sync rate of 4960Kbps does that mean my download speed will be able to rise? Or would I need to wait to get a lower SNR Margin first?

IF they reset the IP profile so it comes in to line with your 4960kbps sync then yes your download speed will rise but only to about 4 -5 Mbps

Edited by huwwatkins (Tue 29-Jan-13 16:27:11)

The problem is you have more than one issue. It's hard to get your head round all the tech, I know. You haven't a chance in a few days.

Something has stuck the IP Profile. Get that unstuck and if you look up the table for the old IP Profile system you'll see what it should go to.

Once you get to that stage, at least you have something usable.

However, the noise margin I don't expect to change, unless they do a full reset of the line. That is what you could do with really. That would set things back to how they would be if it was a completely new connection.

You seem to be next door to the exchnage. On your connection that should give 8Mbps connection speed, far better than your 4,960kbps. On an ADS2+ connection it would be up around 24Mbps. Which exchange is it?

At this stage I'm really counting on them being able to talk to BT and get the IP Profile reset, if they reset the SNR target at same time then great but I can worry about that after.

Oh and our exchange is Faversham Kent

So, it seems my options are

1) Tesco talk to BT and get it reset within 48 hours
2) BT tells Tesco that I have to have had a stable connection for at least 3 days (72 hours) before they can do anything

OR

3) I wait for 3 days for the BT system to automatically reset the profile (which shouldn't take that long I know, but sometimes it does)

Either way looks like im waiting

Edited by matthewcl375 (Tue 29-Jan-13 18:39:45)