Have I been misconfigured?

scook94 · Jan 19, 2008, 15:53:53

Since moving to IDNet in November to an "up to 8Mbps" I've noticed my router syncing at higher and higher speeds. I used to sync at ~4Mbps and it's now 5.9Mbps.
I would have hoped to see an increase in my speeds too but testing at various times over the last week or so, on various sites, I seem to be stuck at 1950Kbps.
I was beginning to think that there was something up so I went to the BT speedtest site. Unfortunatley I can't get any results (I'll try again at an off peak time), but after inputting my phone number and username it does come back with the following information -

"Starting Test Image not loaded

The Performance Tester is now testing Broadband connection. Your configured download throughput speed for this service is 2000 k

Please do not move away from this page and do not start any other download activity on your computer."

Does this look to you guys that my line has been misconfigured for a 2Mbps service?

TIA, Steven.

Rik · Jan 19, 2008, 15:58:44

It could be you have a stuck profile. What browser are you using for the BT speed tests? A number of us have found that it works better with IE than Firefox. Also, make sure your Java is current, a new version was released this week.

If you're reasonably sure that you haven't had any low-sync events which might be causing a low profile, contact IDNet and ask them to check the profile is not stuck. It will help if you can complete two or three BT tests and let them have the results.

I'll pop this over to the Help board, so that more people can see it and offer any further comments.

scook94 · Jan 19, 2008, 16:10:41

Thanks Rik,

Indeed IE does seem to work better than Firefox

Anyway here is the result. I'll try a few more times over the weekend before I call Support...

"

Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 5984 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1731 kbps

If you wish to discuss these results please contact your ISP.

If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.

Your test has completed please close this window to exit the performance tester."

Rik · Jan 19, 2008, 16:14:04

Hi Steve

Unless you've got instability on the line, that does look like a stuck profile. It might also be worth checking your exchange: http://usertools.plus.net/exchanges/

It wouldn't affect the profile, but it might affect throughput, and yours does seem a bit lower than I would expect for a 2000 profile. What MTU are you using?

scook94 · Jan 19, 2008, 16:57:27

Rik, the MTU is configured for "Auto" and currently appears to be set at 1500.

Rik · Jan 19, 2008, 17:00:46

Is that in Windows, or the router, Steve. How about RWIN?

scook94 · Jan 19, 2008, 17:09:02

That's in the router. I downloaded mturoute and it seemed to confirm this. remind me how I check the RWIN setting?

Rik · Jan 19, 2008, 17:13:58

The app I prefer to use is TCP Optimizer. One of the things that can do for you is test, and recommend an optimum MTU.

Sebby · Jan 19, 2008, 17:31:13

Quote from: scook94 on Jan 19, 2008, 16:10:41
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 5984 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1731 kbps

Did you regrade to Max from an old fixed 2Mb product? Like Rik says, unless you've had instability of late, it looks like a stuck profile.

Just so you know, both your sync and IP profile is nothing to do with the ISP (in that they don't have any control over it, though perhaps confusingly, it's your ISP you need to contact). The reason Max is an "up to 8Mb" product is because it depends on the quality of your line. So if you moved to a new ISP, your sync would be identical. The IP profile is something that should be automatically set and adjusted by BT's equipment, but it's not problem-free.

I hope this helps.

scook94 · Jan 19, 2008, 17:44:08

Can't get that TCP Optimizer to do anything! Does it work with Vista?

Sebby, I was on the same type of package with my previous ISP. As far as I'm aware nothing has happened on my line, and it's been rock solid since I moved. I must admit it's only recently that I noticed I'm consistently not getting the speedtest results I would expect, before I just assumed I was testing at a bad time....

Rik · Jan 19, 2008, 17:49:31

It probably doesn't work with Vista as, afaik, you can't tweak MTU or RWIN.

In which case, follow the stuck profile route with IDNet, they'll soon get you sorted.

Sebby · Jan 19, 2008, 17:50:38

Quote from: scook94 on Jan 19, 2008, 17:44:08
Can't get that TCP Optimizer to do anything! Does it work with Vista?

Sebby, I was on the same type of package with my previous ISP. As far as I'm aware nothing has happened on my line, and it's been rock solid since I moved. I must admit it's only recently that I noticed I'm consistently not getting the speedtest results I would expect, before I just assumed I was testing at a bad time....

I wouldn't worry too much about tweaking at the moment.

In that case, if you're sure you haven't had resyncs lately, it's a stuck profile and IDNet should be able to get onto BT about this quite easily.

scook94 · Jan 19, 2008, 17:51:40

Shall do. I'll keep you posted!

Rik · Jan 19, 2008, 17:52:28

Thanks, it's always nice to know how a problem resolves.

Sebby · Jan 19, 2008, 17:53:25

Quote from: Rik on Jan 19, 2008, 17:49:31
It probably doesn't work with Vista as, afaik, you can't tweak MTU or RWIN.

You can tweak MTU. I'm not sure about RWIN with Vista, though.

From an elevated command prompt, type:
netsh interface ipv4 set subinterface "Local Area Connection" mtu=1458 store=persistent

That assumes that you are using the sub-interface called Local Area Connection and want to set an MTU of 1458. You can change these as appropriate.

scook94 · Jan 19, 2008, 18:01:51

Thanks Sebby, I've set both Vista and my router to an MTU of 1460. We'll see how that pans out, I'll do another BT speedtest later and one tomorrow morning and if it looks the same I'll call Support on Monday.

First time I'll have had to use them, should be interesting...

Sebby · Jan 19, 2008, 18:08:27

There's no need to set both the router and Windows; just Windows is fine, but there's no harm in doing both.

Unless the profile updates (which is possible, but I think probably unlikely), things will look the same on Monday, in which case just send IDNet an email or give them a call and they'll get it sorted.

Have a good weekend.

MoHux · Jan 20, 2008, 00:29:21

There is no point in setting either MTU or RWin in Vista. They are not stored in the registry, and the system changes them dynamically to match the packets used by the server it is connected to (so they say

).

You can set the MTU/MRU in the router though.
My DLink DSL-524T router seems to be best with an MTU of 1477, and MRU of 1500.

HTH

scook94 · Jan 20, 2008, 10:40:39

I sent an email to IDNet this morning along with the information I took from my BT Speedtests. I used the email address on Rik's FAQ sticky, i.e. support @ idnet . com, however I'm wondering if I should have used the address that is on the "contact us" page, i.e. contactus @ idnet . com?

Should I get an automated response that my support request has been received?

TIA, Steven.

Simon · Jan 20, 2008, 10:50:22

The 'support@' email will reach them, Steven, but they don't generally work weekends unless there's a dire emergency, so you will probably receive a response tomorrow.

scook94 · Jan 20, 2008, 11:00:17

Yeah I realise they are off, just thought their email system might be slightly more automated and raise a support ticket automatically. No problem though, I'll see what transpires tomorrow.

Rik · Jan 20, 2008, 11:14:13

They do have a ticketing system, Steve, but it's not 'public facing', it's only used so that anyone at IDNet can look at a request and know what has been done. When you get a response, it will come from someone who has an answer for you.

Just a small point, the address I give in the sticky is support@idnet.net. I'm sure they will be trapping the idnet.com address, but the .net one is the correct one to use.

scook94 · Jan 20, 2008, 11:18:26

Quote from: Rik on Jan 20, 2008, 11:14:13

Just a small point, the address I give in the sticky is support@idnet.net. I'm sure they will be trapping the idnet.com address, but the .net one is the correct one to use.

Oops, so you did.

Sebby · Jan 20, 2008, 12:57:20

I've always used support@ for support queries and they've been answered very promptly. I think contactus@ is intended more for potential customers, though in practice - because they're a small ISP - it probably wouldn't make a difference.

scook94 · Jan 21, 2008, 12:31:25

I called IDNet this morning to confirm they'd got my mail, which they had, and I've received a mail saying they'd asked BT to set my line manually. Looks like I'm all sorted! My highest speedtest result ever!

Rik · Jan 21, 2008, 12:32:05

Result.

Lance · Jan 21, 2008, 13:46:19

Great result!

Sebby · Jan 21, 2008, 13:52:39

Quote from: scook94 on Jan 21, 2008, 12:31:25
I called IDNet this morning to confirm they'd got my mail, which they had, and I've received a mail saying they'd asked BT to set my line manually. Looks like I'm all sorted! My highest speedtest result ever!

Great result. Another problem dealt with efficiently and effectively by IDNet.

Simon · Jan 21, 2008, 16:50:50

That goes to show that IDNet's commitment to excellent customer support is as strong as ever.

scook94 · Jan 21, 2008, 18:56:29

I must agree, it was handled very efficiently and to have it sorted in under 4 hours is very impressive.

They could have made the experience better though. An automated response to my initial email giving me a reference number to quote in any future contact would have been good. One step better would be to provide a link where I could monitor the support ticket.

My previous ISP, who are also a small company, handled support requests this way but they are a couple of quid dearer than IDNet so maybe that's where the money was spent!

Sebby · Jan 21, 2008, 19:01:35

I see your point, but in some ways, it's nice that they don't need to have that kind of a ticketing system (I understand that they do have some kind of internal system, so are able to track replies, etc). Because they're able to give quick and personal replies, it almost does away with the need for such a system.

Rik · Jan 21, 2008, 19:09:30

Quote from: scook94 on Jan 21, 2008, 18:56:29
One step better would be to provide a link where I could monitor the support ticket.

It's been a concious decision, so far, to avoid such an approach and to focus on delivering high-quality, personal support. I haven't had to contact support since I joined IDNet, but I do often follow up if a member is having a problem, and I've always found them to be right on the ball, even at weekends in an emergency. It's not unknown to receive an email from Simon at 4am if he's just fixed a problem.

scook94 · Jan 21, 2008, 20:03:18

Like I say it's no criticism of the support I received (just a suggestion), and if a public facing ticketing system has been considered and discounted, then fair enough.

In any case I'm more than happy...

Simon · Jan 21, 2008, 21:13:52

I suppose, once people realise they will get a very fast reply from support, a ticketing system isn't really needed, and indeed, it may even give the wrong impression of a 'queue' for support requests. I would guess that an automatic response to emails wouldn't be too hard to implement, but unless the sender receives a bounce notification, there's usually no reason to suspect that an email hasn't been received.

Sebby · Jan 21, 2008, 21:20:08

Absolutely, Simon. That's basically what I was saying.

Simon · Jan 21, 2008, 21:21:05

Great minds...

Sebby · Jan 21, 2008, 21:27:33

It's so true, though. When you know you are going to get a response quickly and from someone that you probably know, you just don't feel a ticketing system is necessary.

Lance · Jan 21, 2008, 22:01:42

Support at idnet are just like extended family really!

Rik · Jan 22, 2008, 09:51:15

That's exactly how it feels.