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[mr_chris]

Perhaps a copy and paste of the relevant lines from your router stats in the email would be in order?

I.e. these ones:

Bandwidth (Up/Down) [kbps/kbps]:   448 / 6,144
Line Attenuation (Up/Down) [dB]:   14.0 / 25.0
SN Margin (Up/Down) [dB]:   19.0 / 23.5

But you may just be wasting your time. If you want your 8Mb you might end up having to switch ISPs.

You might also be able to get MrSaffron (Andrew Ferguson) from ADSLGuide to do something.

If you email him at [ andrew at thinkbroadband dot com ] with a copy of all your line stats and some background info he might be able to do something. Can't promise though




[email addy edited to protect the address against spam bots]

[Floydoid]

This is the final reply I got from them... support ticket now marked as 'resolved'.

Thank you for contacting Tiscali Technical Support.

What I get from your email is that you would like to know can whether my downstream noise margin can be reduced to 9 dB.

I understand your concern and would be glad to answer your query.  I have checked the settings for your network and found that the settings are as required.  In this case, we are unable to alter the settings. 

Hope the information provided by us has addressed your concern.  For any other queries or concern, feel free to contact us and we will be glad to assist you.

S I suppose it means I'm getting what I should be getting.  Thanks for all the help everyone.

[guest]

Well if by "I suppose it means I'm getting what I should be getting" you mean you should be getting abysmal support from script reading muppets.....?

Just wait until the 12 months are up then leave. Do NOT be tempted by any of the retention nonsense they will say to you when you tell them you're leaving - they will promise you all sorts to get you to stay. You won't get any of it though as they won't put any of it in writing

[Floydoid]

Well one last warning shot across the bows... I've fired off this message to them:

Just for the record, here are the line stats from my router:

Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,144
Line Attenuation (Up/Down) [dB]: 14.0 / 25.0
SN Margin (Up/Down) [dB]: 20.0 / 24.5

I am posting these just for your information and to see if anything can possibly be done.

I still do not understand how when I was getting 7.9 Mbps before the connection problems with the line back in July, and and am only attaining 6.1 Mbps now.

Yes I just re-checked my router stats... on a point of information I think I'm locked into their contract till next July.

[mr_chris]

Did you email andrew at adslguide like I suggested?

[Floydoid]

Did you email andrew at adslguide like I suggested?

Not yet... how would he be able to help?

[mr_chris]

He's got close links with BT Wholesale and has successfully managed to get a lot of stuff done. He got the BT database changed for me two years when it said I couldn't get 2Mb, when it was obvious that I could.

Just email him the copy of all your line stats and explain that your SNR has jumped up to this ridiculous figure because of a line fault that has now been rectified, and that you have been told that he might be able to help, so please would he see if he could do something about getting the SNR reduced back down to 6 or 9dB for you.

Tiscali should be able to do this, but given it often involves a lot of to-and-froing with the ISP <--> BT, they probably just can't be bothered. That reply you received from Tiscali was absolute nonsense, the 'support' person obviously didn't even understand your question.

[Floydoid]

I've now emailed Andrew.

[kitz]

Let us know how it goes.

btw - Ive edited andrews email addy in chris's post...   
- Unfair to leave it open to spam harvesters.

[mr_chris]

kitz, I wondered that, but he openly posts it on the ThinkBroadband forums, which is why I decided to post it openly here.

I don't think you have anything to worry about really!

[Floydoid]

Well I exchanged a couple of emails with Andrew and have not heard back from him.

This morning Tiscali have finally sent me a response from that 'final warning shot' I sent on the 1st:

I understand that you wish to know what has decreased the Broadband connection speed.

First of all, I am unable to comment on the data provided by you.

I have refreshed the line and request you to check whether the connection speed improves.  I also suggest you to power cycle(restart) the router and check whether this makes any difference to your connection speed.

Needless to say rebooting the router has made no difference.

[kitz]

What were your line stats after you rebooted?
Should be able to see from the SNR Margin figure if they have changed it

[Floydoid]

These are the current stats (since rebooting):

Bandwidth (Up/Down) [kbps/kbps]:        448 / 6,144
Data Transferred (Sent/Received) [MB/MB]: 1.08 / 7.13
Output Power (Up/Down) [dBm]:                 11.5 / 19.5
Line Attenuation (Up/Down) [dB]:           14.0 / 25.0
SN Margin (Up/Down) [dB]:                       20.0 / 23.5

[kitz]

At 20dB I think its a pretty safe bet to say that they have done naff all.
Looking back at their reply

>> First of all, I am unable to comment on the data provided by you.

Translation = "I dont know what the hell youre talking about because I dont know the first thing about adsl - therefore its best I dont say anything".

>> I have refreshed the line

Translation = " I disconnected you from the Internet so it at least looks like Ive done something"

>> I also suggest you to power cycle(restart) the router

Translation = "Rebooting the router cures everything doesnt it?".

I'm sure you'd get more joy banging your head against a brick wall 
I know how I'd respond to that email.

[Floydoid]

Kitz, that was more or less (give or take a few expletives) my interpretation of their reply... I'm slowly losing the will to live here.