Kitz Forum
Broadband Related => FTTC and FTTP Issues => Topic started by: dorzb on August 08, 2019, 11:38:15 AM
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A couple of years ago I downgraded my BT Infinity 2 to 1. At some point, BT changed their product name and I think my Infinity 1 became superfast fibre 1 50mb.
I never thought about checking the speed except for the first few months of my new contract, at which the result seemed ok. I replaced my router 3 weeks ago and then I noticed my sync speed was only 39999kb(very stable).
Googled it and found out that's actually for BT superfast fibre essential 36mb. I know I probably should blame myself for not checking the speed more often...
Now my questions are:
1. Is there any way to find out when my IP profile became effective?
2. Is it possible to ask for a refund from BT as I haven't got what I've been paying for?
Thanks.
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Its possible you're provisioned on 55/10 as you should be, but that the DLM has capped your line at some point.
BT have had a number of different products over the years and have given various free upgrades at different times.
Some of these upgrades were only applied when signing new contracts
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Its possible you're provisioned on 55/10 as you should be, but that the DLM has capped your line at some point.
BT have had a number of different products over the years and have given various free upgrades at different times.
Some of these upgrades were only applied when signing new contracts
Thanks John. But I can see my broadband package is the 56mb one under mybt account.
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Then possibly my 1st suggestion.
Its possible you're provisioned on 55/10 as you should be, but that the DLM has capped your line at some point.
DLM caps lines the exact same way product caps are done.
BT phone support tends to be useless at this kind of thing going through the whole reboot your hub nonsense.
I'd recommend making a thread on the BT Community forums and a Moderator will look in to it.
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Do you have any line stats such as SNR margin and attenuation values?
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Do you have any line stats such as SNR margin and attenuation values?
============================================================================
VDSL Training Status: Showtime
Mode: VDSL2 Annex B
VDSL Profile: Profile 17a
G.Vector: Disable
Traffic Type: PTM Mode
Link Uptime: 22 days: 0 hour: 44 minutes
============================================================================
VDSL Port Details Upstream Downstream
Line Rate: 10.031 Mbps 40.072 Mbps
Actual Net Data Rate: 9.997 Mbps 39.994 Mbps
Trellis Coding: ON ON
SNR Margin: 19.8 dB 20.6 dB
Actual Delay: 0 ms 8 ms
Transmit Power: - 8.5 dBm 12.6 dBm
Receive Power: -18.9 dBm 5.7 dBm
Actual INP: 0.0 symbols 3.0 symbols
Total Attenuation: 10.5 dB 6.8 dB
Attainable Net Data Rate: 31.690 Mbps 102.526 Mbps
============================================================================
VDSL Band Status U0 U1 U2 U3 D1 D2 D3
Line Attenuation(dB): 4.8 7.8 11.6 N/A 4.1 7.9 12.8
Signal Attenuation(dB): 4.8 N/A 11.0 N/A 4.6 7.8 12.8
SNR Margin(dB): 19.8 N/A 19.8 N/A 20.6 20.6 20.6
Transmit Power(dBm):-22.7 -35.3 - 8.6 N/A 8.5 7.8 7.1
============================================================================
VDSL Counters
Downstream Upstream
Since Link time = 44 min 3 sec
FEC: 4807 136
CRC: 0 116
ES: 0 113
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Latest 15 minutes time = 14 min 38 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Previous 15 minutes time = 15 min 0 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: N/A
HostInitRetr: N/A
FailedRetr: N/A
Latest 1 day time = 44 min 38 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Previous 1 day time = 24 hours 0 sec
FEC: 17 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Total time = 1 days 44 min 38 sec
FEC: 4807 136
CRC: 0 116
ES: 0 113
SES: 0 0
UAS: 34 34
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
============================================================================
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Well the cabinet must be in your garden with stats like that!
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Well the cabinet must be in your garden with stats like that!
Significantly better stats than mine and my cabinet is the other side of our front garden wall. :(
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You must be on the wrong profile, surely?
Why don't you have 80/20?
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You must be on the wrong profile, surely?
Why don't you have 80/20?
Depends on what you want to pay for, I suppose?
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I agree it looks like you are on the wrong profile. The best way to proceed is post on the BT forums as suggested.
Do you know when you originally downgraded from 80MB? I ask as at one stage BT were automatically upgrading BT Infinity 1 customers to 80MB for free if their line supported the speed for free - and I wonder if you should have been caught in that exercise.
Perhaps one to ask BT...
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Depends on what you want to pay for, I suppose?
Yes, that's true
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Well the cabinet must be in your garden with stats like that!
The cabinet is about 30m away from my house. ;D
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I agree it looks like you are on the wrong profile. The best way to proceed is post on the BT forums as suggested.
Do you know when you originally downgraded from 80MB? I ask as at one stage BT were automatically upgrading BT Infinity 1 customers to 80MB for free if their line supported the speed for free - and I wonder if you should have been caught in that exercise.
Perhaps one to ask BT...
To answer the questions from other kitz citizens, I just do not need 80/20 as I barely download anything nowadays, and 56mb seems fast enough for online streaming. So when I renewed my contract almost 2 years ago I chose the 56mb package, it was still called BT infinity 1.
I have submitted my question to the BT forums. Will update this thread when I hear from them.
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I just had a BT online chat and I was then told by a lady that there were some issues within their exchange due to which the speed dropped to 36 but I was still on the 56 IP profile. She then cleared the issue and now my line it is on 56 again. She also asked me to factory reset my BT HUB to make the changes effective. I told her I was using a non BT router and she said just reboot it I should get 56mb download speed back.
I will have to wait until I get home tonight to try it. Any thoughts about her explanation though?
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Sounds like nonsense.
Unless they are now giving low level staff direct access to DLM resets I don't see how they can possibly fix that on an online chat.
No idea what 56 IP profile she is talking about either.
The product caps are 40/55/80 and the IP profiles are lower than the sync figures.
I expect such nonsense from the online chat team or phone support though.
The best way of dealing with this is the online community forum where the mods know what they are doing.
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Sounds like nonsense.
Just adding my agreement. A definite case of "hog wash".
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Sounds like nonsense.
Unless they are now giving low level staff direct access to DLM resets I don't see how they can possibly fix that on an online chat.
No idea what 56 IP profile she is talking about either.
The product caps are 40/55/80 and the IP profiles are lower than the sync figures.
I expect such nonsense from the online chat team or phone support though.
The best way of dealing with this is the online community forum where the mods know what they are doing.
Spot on, it's still the same! I have asked for help from the BT forum mods
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I notice from the stats INP=3 and 8ms delay. This suggests DLM has poked it's finger into the pie at some point.
IMHO there are 2 possibilities - neither being a stuck IPprofile.
1) Your line is wrongly provisioned at 40/10 instead of 55/10
2) DLM has capped you at 40Mbps which does seem rather harsh for such a short line with excellent line stats.
If BT would run a GEA test from the KBD tool it should give them an indication of which it is. They can then either arrange to reprovision you or arrange for a DLM reset.
The only thing to bear in mind is that a DLM reset will initially put you on INP3 for a short period, but it should at least hopefully remove any 40Mbps cap DLM may have applied.
If it was me I'd be insisting they run a GEA test and showing me the results... but BTr (unlike some other ISPs) for some reason seem a bit loathe to share this information with the consumer, but you can at least try.
I'd definitely suggest you stop mentioning the IPprofile and just start saying 'capped at 40Mbps' and insisting you want this restriction removed as your line is capable of much higher speeds - proof of which is the 20.6dB SNR Margin.
Good luck.
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PS. Just read your thread over on the BT community forum (https://community.bt.com/t5/BT-Fibre-broadband/How-can-I-find-out-the-exact-start-date-of-my-current-IP-profile/td-p/1960781/page/2).
I did cancel my TV package last month but I wouldn't expect that'd change my broadband package as well.
There is the possibility that they could have stuffed up when changing your package, which could have resulted in a reprovision at 40/10.
If it was reprovisioned, then that would explain why your linestats currently show INP3
I could be wrong, but it is increasingly looking like your line was downgraded to the Essential package when you cancelled your TV package. INP3 is the default DLM profile when a line has either been (re)provisioned or after a DLM reset.
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PPS
I also notice your thread over there has already caught the attention of imjolly.
It may be worthwhile adding another post to that thread for his attention, where you mention you have posted over here on the kitz forum giving him this direct link https://forum.kitz.co.uk/index.php/topic,23710.msg400827.html#msg400827
iirc he has the power to poke a relevant BT rep who will be able to check and if necessarily reprovision your line correctly.
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I notice from the stats INP=3 and 8ms delay. This suggests DLM has poked it's finger into the pie at some point.
IMHO there are 2 possibilities - neither being a stuck IPprofile.
1) Your line is wrongly provisioned at 40/10 instead of 55/10
2) DLM has capped you at 40Mbps which does seem rather harsh for such a short line with excellent line stats.
If BT would run a GEA test from the KBD tool it should give them an indication of which it is. They can then either arrange to reprovision you or arrange for a DLM reset.
The only thing to bear in mind is that a DLM reset will initially put you on INP3 for a short period, but it should at least hopefully remove any 40Mbps cap DLM may have applied.
If it was me I'd be insisting they run a GEA test and showing me the results... but BTr (unlike some other ISPs) for some reason seem a bit loathe to share this information with the consumer, but you can at least try.
I'd definitely suggest you stop mentioning the IPprofile and just start saying 'capped at 40Mbps' and insisting you want this restriction removed as your line is capable of much higher speeds - proof of which is the 20.6dB SNR Margin.
Good luck.
Thanks very much Kitz, for such detailed comments. To be honest I'm not too bothered about being capped at 40mbps but I'd feel unfair if I have had paid for 56mbps but only have got a 40mbps service for the last two years. I called BT and mentioned my point, they asked me to prove that it's always 40mbps as I've never reported this problem before. So it does look like my own fault.
Anyway, I'm going to jump the boat after my contract expires, maybe to plusnet or talktalk 80/20. Would this restriction affect me when I switch to a new ISP if BT didn't remove it?
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I edited my above post with a PPS that must have occurred whilst you were making your above post. I suggest you try that for now and hopefully it will at least get resolved fairly soon that way.
In response to your other question: Yes moving to another ISP on a 80/20 package will cause a reprovision and therefore a subsequent reset and lifting of any caps.
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PS. Just read your thread over on the BT community forum (https://community.bt.com/t5/BT-Fibre-broadband/How-can-I-find-out-the-exact-start-date-of-my-current-IP-profile/td-p/1960781/page/2).
There is the possibility that they could have stuffed up when changing your package, which could have resulted in a reprovision at 40/10.
If it was reprovisioned, then that would explain why your linestats currently show INP3
I could be wrong, but it is increasingly looking like your line was downgraded to the Essential package when you cancelled your TV package. INP3 is the default DLM profile when a line has either been (re)provisioned or after a DLM reset.
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PPS
I also notice your thread over there has already caught the attention of imjolly.
It may be worthwhile adding another post to that thread for his attention, where you mention you have posted over here on the kitz forum giving him this direct link https://forum.kitz.co.uk/index.php/topic,23710.msg400827.html#msg400827
iirc he has the power to poke a relevant BT rep who will be able to check and if necessarily reprovision your line correctly.
Hi kitz,
Yes imjolly already picked it up and managed to get a mod to contact me. I msg the mod and 2 hours later got a call from BT saying the restriction has been removed and it'd be effective overnight. So hopefully the speed should be back to 56/10 tomorrow.
Thanks again and I've learned a lot from your comments!
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. . . hopefully the speed should be back to 56/10 tomorrow.
Not 56/10 Mbps but 55/10 Mbps.
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I edited my above post with a PPS that must have occurred whilst you were making your above post. I suggest you try that for now and hopefully it will at least get resolved fairly soon that way.
In response to your other question: Yes moving to another ISP on a 80/20 package will cause a reprovision and therefore a subsequent reset and lifting of any caps.
Hi kitz,
Just checked my line and the problem has been resolved now. Thanks very much!
The current Downstream BRAS rate is: 50.73 Mbps
The current Upstream BRAS rate is: 10 Mbps
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Excellent news. Thanks for letting us know :thumbs:
I strongly suspect that they inadvertently downgraded you when you cancelled your TV package.
The fact that your line had INP3 applied suggests that your line had recently been changed to another product.
Hopefully in a few weeks DLM will automatically remove that and you should get a wee bit more speed. I'm guessing that with an IPprofile of 50.73 you will be syncing somewhere in the region of 52.4 Mbps. Once the interleaving has been removed you should be able to get the full 55Mbps. :)
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I'm guessing that with an IPprofile of 50.73 you will be syncing somewhere in the region of 52.4 Mbps. Once the interleaving has been removed you should be able to get the full 55Mbps. :)
I'd hope that's a full 55Mb sync.
Attainable Net Data Rate: 31.690 Mbps 102.526 Mbps
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>> I'd hope that's a full 55Mb sync.
Should be. But if his IP profile is 50.73 Mbps, then using the 96.8% calculation means it was based on a sync speed of ~ 52.4 Mbps.
I'm assuming therefore that the line still had default INP3. Once the DLM removes that, it should take his sync up to the full 55.
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Even with INP the sync should hit the full 55Mb with an Attainable that high. It's over 100Mb.
They hit the 39,999 cap with INP 3.5 so I can't see why the line wouldn't be synced at 54,999 with INP on.
I'd guess an incorrect IP profile, lower than it should be.
That would make the IP profile around 92%.
If it is like other lines I've seen recently then the IP profile will drop to roughly 88% on retx high.
Could we see some stats?
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Even with INP the sync should hit the full 55Mb with an Attainable that high. It's over 100Mb.
They hit the 39,999 cap with INP 3.5 so I can't see why the line wouldn't be synced at 54,999 with INP on.
I'd guess an incorrect IP profile, lower than it should be.
That would make the IP profile around 92%.
If it is like other lines I've seen recently then the IP profile will drop to roughly 88% on retx high.
Could we see some stats?
Sure John, will post it tonight.
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Even with INP the sync should hit the full 55Mb with an Attainable that high. It's over 100Mb.
They hit the 39,999 cap with INP 3.5 so I can't see why the line wouldn't be synced at 54,999 with INP on.
I'd guess an incorrect IP profile, lower than it should be.
That would make the IP profile around 92%.
If it is like other lines I've seen recently then the IP profile will drop to roughly 88% on retx high.
Could we see some stats?
Just updated the current stats.
Rx:54998 Tx:9997 (Kbps)
============================================================================
VDSL Training Status: Showtime
Mode: VDSL2 Annex B
VDSL Profile: Profile 17a
G.Vector: Disable
Traffic Type: PTM Mode
Link Uptime: 1 day: 16 hours: 39 minutes
============================================================================
VDSL Port Details Upstream Downstream
Line Rate: 10.031 Mbps 55.105 Mbps
Actual Net Data Rate: 9.997 Mbps 54.998 Mbps
Trellis Coding: ON ON
SNR Margin: 25.8 dB 15.6 dB
Actual Delay: 0 ms 8 ms
Transmit Power: 7.4 dBm 12.6 dBm
Receive Power: 0.5 dBm 5.9 dBm
Actual INP: 0.0 symbols 3.0 symbols
Total Attenuation: 6.8 dB 6.7 dB
Attainable Net Data Rate: 39.386 Mbps 102.336 Mbps
============================================================================
VDSL Band Status U0 U1 U2 U3 D1 D2 D3
Line Attenuation(dB): 4.8 16.1 11.3 N/A 4.0 7.7 12.3
Signal Attenuation(dB): 4.8 7.5 10.9 N/A 4.5 7.6 12.3
SNR Margin(dB): 27.8 25.9 25.7 N/A 15.6 15.6 15.6
Transmit Power(dBm): 0.2 6.4 - 9.3 N/A 8.5 8.0 6.9
============================================================================
VDSL Counters
Downstream Upstream
Since Link time = 39 min 59 sec
FEC: 1 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Latest 15 minutes time = 9 min 9 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Previous 15 minutes time = 15 min 0 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: N/A
HostInitRetr: N/A
FailedRetr: N/A
Latest 1 day time = 24 min 9 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Previous 1 day time = 24 hours 0 sec
FEC: 1 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Retr: 0
HostInitRetr: 0
FailedRetr: 0
Total time = 1 days 24 min 9 sec
FEC: 153 0
CRC: 32 0
ES: 11 0
SES: 10 0
UAS: 77 67
LOS: 1 0
LOF: 9 0
LOM: 0 0
Retr: 1
HostInitRetr: 0
FailedRetr: 0
============================================================================
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I'd call that a result. Well done.