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Author Topic: Advice needed - failed card now left 20mb worse  (Read 973 times)

Bestgear

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Advice needed - failed card now left 20mb worse
« on: November 27, 2017, 11:55:47 AM »

Guys

I need advice please before I go speak to my ISP.

in Aug/Sept I have abysmal problems with poor speed and resyncs, which was finally sorted by a card replacement in my cabinet.

Before all this malarkey, I had circa 60-63mb  "max achievable" in the BTW speed tester, and typically saw 63mb attainable in DSLStats. It was even at 73/16 back in may as the MyDSLstats current line sync rate.

I am now left with a profile down at 43mb.

My SNR before the issues always sat at 3.7 up and 2.5db down - and never had issues - post card swap, I am up at 6.8 up and 9.1db down, hence my drop in sync rate.


What am I best to do in terms of approach to the ISP?

Will they entertain any discussion as its still above their current speed promise? - I am sure the speed promise was 56mb when I ordered the line!

I am having a second line and FTTC provided tomorrow from another ISP (not that that matters) but it will be interesting to see where that sits!


David
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kitz

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Re: Advice needed - failed card now left 20mb worse
« Reply #1 on: November 27, 2017, 11:31:57 PM »

The fact that you previously had 3dB SNRm and its now at 9dB will account for a chunk of the speed loss.
If you are always at 9dB then its possible that the line may be banded.
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Bestgear

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Re: Advice needed - failed card now left 20mb worse
« Reply #2 on: December 05, 2017, 08:50:04 PM »

The fact that you previously had 3dB SNRm and its now at 9dB will account for a chunk of the speed loss.
If you are always at 9dB then its possible that the line may be banded.

Sorry for the late reply - how can I check if I am banded?

David
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kitz

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Re: Advice needed - failed card now left 20mb worse
« Reply #3 on: December 05, 2017, 09:13:59 PM »

If your sync speed is always the same... and if your SNRm is higher than 6.3dB immediately after a resync.
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j0hn

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Re: Advice needed - failed card now left 20mb worse
« Reply #4 on: December 06, 2017, 02:18:55 AM »

The line was banded at 55Mb on 7th September. (Upstream uncapped).
This increased (or decreased?) to 49Mb on 10th September. (Upstream 10Mb)
It increased further to 44Mb on 11th. (Upstream 8.5Mb)
It increased again to 40Mb on 12th. (Upstream 7.2Mb)
It relented back to 49Mb on 14th September. (Upstream 12Mb)

You had a huge number of ES during this time which likely caused the banding.
The line is currently still banded/capped at 49/12.

edit: added upstream banding figures
« Last Edit: December 06, 2017, 02:24:26 AM by j0hn »
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Bestgear

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Re: Advice needed - failed card now left 20mb worse
« Reply #5 on: December 06, 2017, 12:31:51 PM »

Thanks John that is very much appreciated.

I will go pester PN again....
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Bestgear

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Re: Advice needed - failed card now left 20mb worse
« Reply #6 on: December 06, 2017, 02:17:45 PM »

Hi

I spoke to PN, by chat, (having had to wait for yonks...) and their reply is below... I kinda feel that I have been fobbed off...

"so what I have done is look into your account and as you said there was a block put on the speed, the idea for this is to reduce drops in connection, because you haven't been having drops I have removed the cap now so your speeds should increase, we would suggest for you to factory reset the router after around 4 hours."

 ::)
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burakkucat

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Re: Advice needed - failed card now left 20mb worse
« Reply #7 on: December 06, 2017, 06:08:58 PM »

"so what I have done is look into your account and as you said there was a block put on the speed, the idea for this is to reduce drops in connection, because you haven't been having drops I have removed the cap now so your speeds should increase, we would suggest for you to factory reset the router after around 4 hours."

To me, that is grade-one hog-wash.  :-X

Ideally you should try to find the interference source that causes the large ES count.
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Bestgear

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Re: Advice needed - failed card now left 20mb worse
« Reply #8 on: December 06, 2017, 06:51:51 PM »

Sounded like that to me too!

I will update the ticket tomorrow... having "followed" their advice.... ::)

I did not think my ES were "severe"... they appear to me as 0.26 per hour down and 1.64 up - over today.... but I suspect I may be missing something here... :)


« Last Edit: December 06, 2017, 06:56:07 PM by Bestgear »
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j0hn

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Re: Advice needed - failed card now left 20mb worse
« Reply #9 on: December 06, 2017, 08:14:42 PM »

No the ES were severe back in August/September when the banding was added. It has been extremely low since.

I would make a fuss over the poor support. Plusnet can't do anything to remove banding. Only an Openreach engineer can at the moment. Wether they will send 1 or not is another matter.

What does the DSL checker show as your downstream handback?
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kitz

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Re: Advice needed - failed card now left 20mb worse
« Reply #10 on: December 06, 2017, 10:05:18 PM »

To me, that is grade-one hog-wash.  :-X

Sounds like to me an inexperienced CS rep who has got IPprofile & DLM profile muddled.  :-\

Judging by what was said, it sounds like the rep has increased the Plusnet Stable rate.   This supposedly reflects the IPprofile from reports sent to them by BTw.     The fact that they suggested rebooting the router to pick up the new profile implies this is what they've done :(   In days of old, JamesBailey used to call it the magic button as it allowed full throughput as fast as the line could handle.



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ETA

Since PN started using Dedicated WBMC, they have now mostly done away with the PNstable rate for those on dynamic IPs as the routing is different. 
« Last Edit: December 06, 2017, 10:17:21 PM by kitz »
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burakkucat

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Re: Advice needed - failed card now left 20mb worse
« Reply #11 on: December 06, 2017, 10:42:16 PM »

Sounds like to me an inexperienced CS rep who has got IPprofile & DLM profile muddled.  :-\

Never having been a Plusnet customer, I wasn't too sure to what that statement might have referred.
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burakkucat

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Re: Advice needed - failed card now left 20mb worse
« Reply #12 on: December 06, 2017, 10:43:53 PM »

I did not think my ES were "severe"... they appear to me as 0.26 per hour down and 1.64 up - over today.... but I suspect I may be missing something here... :)

As j0hn has now confirmed, it was historic ES' that caused your problems.
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