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[William Grimsley]

William, look at your stats! Pre reset interleave depth was 16, post reset interleave depth is 1123. Hence large difference between attainable and actual and increased latency. probably not banded at all.

I think that's a router reporting error. For an SNR Margin of 6 dB, that Downstream Rate would be too low for the Downstream Attainable Rate.

[digitalnemesis]

Cool, I'll reply to the text message and demand engineer visit.

Can you ask support to run a GEA test and ask for your profile name?

Something like:

Downstream:
[Speed band], Error Protection Off, ReTx Low, ReTx High, Interleaving Low, Interleaving High.
Upstream:
[Speed band], Error Protection Off, ReTx Low, ReTx High, Interleaving On.

If it's : 0.128M-xxM Downstream, Retransmission High - 0.128M-xxM Upstream, Error Protection xx then you're probably already unbanded but with high interleaving.

[William Grimsley]

Yeah, I will do that. Should I go onto live chat or just wait for the reply?

[digitalnemesis]

Yeah, I will do that. Should I go onto live chat or just wait for the reply?

Live chat, I did mine last night and got my profile name. Need someone technical to do it though.

[William Grimsley]

Yeah, I will do that. Should I go onto live chat or just wait for the reply?

Live chat, I did mine last night and got my profile name. Need someone technical to do it though.

Right ok, look at this speed test. Disgusting... http://www.speedtest.net/my-result/5259469845

[Dray]

Live chat, I did mine last night and got my profile name. Need someone technical to do it though.

Oh that's interesting. What did you ask? Have you got a transcript?

What was the result?

[Dray]

Right ok, look at this speed test. Disgusting... http://www.speedtest.net/my-result/5259469845

Your ping is very high 

[William Grimsley]

Right ok, look at this speed test. Disgusting... http://www.speedtest.net/my-result/5259469845

Your ping is very high 

Yeah, my connection is like ADSL now. Pathetic.

[roseway]

William, please calm down. You have a working connection, and you've been told that more things will be happening today. Give it some time.

[William Grimsley]

William, please calm down. You have a working connection, and you've been told that more things will be happening today. Give it some time.

I'm perfectly calm, I'm not that angry about this situation just a bit confused about the situation. Everything is in hand.

[digitalnemesis]

Live chat, I did mine last night and got my profile name. Need someone technical to do it though.

Oh that's interesting. What did you ask? Have you got a transcript?

What was the result?

Yes I first attached a GEA test screenshot (from Kitz website) on the chat so the support agent has an idea what I'm talking about. I asked for my profile name similar to: Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Retransmission Low

At first he gave wrong info and couldn't understand what I was talking about but after a while eventually extracted what I needed.

It's down to luck whether you get a support agent with the necessary level of tech knowledge to do so.

[gt94sss2]

I'm perfectly calm, I'm not that angry about this situation just a bit confused about the situation. Everything is in hand.

I believe DLM takes a day after a reset before it does anything. Perhaps just wait for a day or so before you lodge a fault/request an engineer etc. to allow the connection to settle. (Though I see you have stopped uploading stats again)

[William Grimsley]

He's apparently "refreshing the connection" more BS.

Modified to: "I will raise the request for that, and it will be done, however we are unable to get the remote access."

"I am refreshing the line for you, and all I can do is I can raise a request for the SNR reset there by improving your connection, that is what I doing now." :O

[digitalnemesis]

He's apparently "refreshing the connection" more BS.

Modified to: "I will raise the request for that, and it will be done, however we are unable to get the remote access."

"I am refreshing the line for you, and all I can do is I can raise a request for the SNR reset there by improving your connection, that is what I doing now." :O

I tried the UK support live chat and they're sending a broadband boost engineer to reset my DLM

[William Grimsley]

Haha, I'm getting an SNR reset in 4 hours! Jesus!