Advice please

wonder woman · Apr 20, 2008, 13:28:47

Last Thursday BT decided to up our profile which increased our sync speed to 2720 which caused numerous disconnections.

James from support got BT to lower the profile so we were syncing in at 2176 and the line was perfectly stable and held for about 3o+ hours. We were out all day yesterday and when we got home we noticed our sync speed had increased again and the disconnections had been happening every 2/3 minutes.

E-mailed and phone support straight away and within 30 mins our the sync speed had dropped back to 2176 (problem resolved)

It was fine this morning until just after mid-day when I noticed that we had become disconnected again. I immediately checked the syncspeed and and had increased to 2720 and the line has become completly unstable and have e-mailed and phoned support again.

What I am really asking is there anyway Idnet could get BT to stop increasing the profile which is obvioulsy the cause of the problem? Hopefully something can be done about it as at the end of the day I need the line to be stable even if it means I can only download at 1700Kbps.

I am posting this from my daughters computer as she with different ISP on another line.

Simon · Apr 20, 2008, 14:14:35

Hi Christine,

I'm sure someone will be along to help you soon, but I would think, now that you've taken it up with James, it would be best to continue down the road with him, rather than us trying to interject, unless, of course, there's an obvious issue we can deal with here.

Sebby · Apr 20, 2008, 14:56:43

It's not the profile that is being adjusted, it's the target SNRM. The profile is merely determined by sync, and is not manually set (there are exceptions, e.g. if a profile becomes stuck).

I must say, though, that I'm not convinced anything has been changed. A difference of 600k is generally not enough of a drop to suggest the target SNRM has been increased by 3dB. All it sounds like is that noise is quite variable on your line, and so whilst a burst of noise would cause a re-sync, you could still potentially re-sync higher than before.

Do you know what your noise margin is immediately after a re-sync?

Rik · Apr 20, 2008, 14:59:52

Hi WW

I agree with Sebby, this isn't about profiles but noise. Can you remind me of your phone wiring please, ie how many sockets, what's connected etc?

wonder woman · Apr 20, 2008, 15:01:39

Quote from: Sebby on Apr 20, 2008, 14:56:43
It's not the profile that is being adjusted, it's the target SNRM. The profile is merely determined by sync, and is not manually set (there are exceptions, e.g. if a profile becomes stuck).

I must say, though, that I'm not convinced anything has been changed. A difference of 600k is generally not enough of a drop to suggest the target SNRM has been increased by 3dB. All it sounds like is that noise is quite variable on your line, and so whilst a burst of noise would cause a re-sync, you could still potentially re-sync higher than before.

Do you know what your noise margin is immediately after a re-sync?

I just managed to have a look after it re-sync and the noise margin was between 4db and 7db changing all the time. It's now syncing in at 2720 and still very unstable.

wonder woman · Apr 20, 2008, 15:04:23

Quote from: Rik on Apr 20, 2008, 14:59:52
Hi WW

I agree with Sebby, this isn't about profiles but noise. Can you remind me of your phone wiring please, ie how many sockets, what's connected etc?

Nothing else is connected to this line except the phone have another line for Sky and all that. James got me to take the face plate off when it was disconnecting but it made no difference.

Rik · Apr 20, 2008, 15:06:12

Thanks, I thought we'd covered this before. Unless James has a good reason not to, I'd suggest raising a fault with BT, I suspect your line needs a little TLC.

wonder woman · Apr 20, 2008, 15:07:37

It's resyncing in about every 5 minutes. After James asked them to lower the profile it worked ok until yesterday.

Rik · Apr 20, 2008, 15:08:43

It might be an idea for you to switch to a fixed 2Mbps product, what's your d/s line attenuation?

wonder woman · Apr 20, 2008, 15:10:54

Quote from: Rik on Apr 20, 2008, 15:06:12
Thanks, I thought we'd covered this before. Unless James has a good reason not to, I'd suggest raising a fault with BT, I suspect your line needs a little TLC.

Yes I will speak to James tomorrow. I have sent them 2 e-mails and I will ring them first thing in the morning. Just wished we had stayed on our fixed line, we might not have got a very fast speed but at least the line was stable. Going to be great having father and daughter sharing the same computer.

wonder woman · Apr 20, 2008, 15:15:14

Quote from: Rik on Apr 20, 2008, 15:08:43
It might be an idea for you to switch to a fixed 2Mbps product, what's your d/s line attenuation?

Our line attenuation is 50db downstream and 15.5 upstream. Do Idnet do a fixed 2Mbps product or will I have to change ISP? I know Adsl24 do a fixed line product is there anyone else?

Rik · Apr 20, 2008, 15:18:25

Hi WW

IDNet can put you on fixed 2Mbps. Whether BT will agree to it is another matter, you're line will only support 1Mbps according to BT's criteria.

Sebby · Apr 20, 2008, 15:18:32

IDNet can do a fixed 2Mb product if you ask them, but you will have to meet the necessary requirements for this service, which I think you fall short of. What I don't understand is why, if you're re-syncing every 5 minutes, the exchange has increased your target SNRM to 15dB automatically.

The profile has got nothing to do with anything. You could ask IDNet to get the target SNRM manually set a 9 or 12dB and see how you get on with that. At the moment, it doesn't look like anything has been changed on your line; I would have said the target is still 6dB.

MoHux · Apr 20, 2008, 15:55:55

Perhaps it would be usefull if WW could connect that computer to his (??) daughters line. Or vice-versa.

Can he try the daughters router with his computer?

Try swopping filters.

Mo

Sebby · Apr 20, 2008, 15:57:01

As a temporary solution, yes.

wonder woman · Apr 20, 2008, 21:42:55

Quote from: MoHux on Apr 20, 2008, 15:55:55
Perhaps it would be usefull if WW could connect that computer to his (??) daughters line. Or vice-versa.

Can he try the daughters router with his computer?

Try swopping filters.

Mo

Our daughters computer is not on Adsl Max but still on a 512K connection which considering she is with the dreaded Tiscali (ex Freedom to Surf) is quite a reliable one.

We have also tried new filters but no luck.

As the sync speed has dropped with the noise margin at 12 we have managed to stay connected for 6 hours. Will speak to James tomorrow to see what con be done about this problem. Thanks for all your help and advice and sorry it I am not very good with all this computer talk.

Lance · Apr 20, 2008, 22:29:52

Let up know how you get on!

wonder woman · Apr 21, 2008, 16:48:23

Quote from: Lance on Apr 20, 2008, 22:29:52
Let up know how you get on!

James got BT to put our line on a fixed 2 Meg connections but we still keep losing our connections. So under James instructions we tried another router and the same thing keep happening. So we have left it in James capable hands and get BT to check our line. Hopefully we will get this problem sorted out soon.

Rik · Apr 21, 2008, 16:51:10

What noise margin are you getting on the fixed-rate connection? If that's still dropping out, it might be that your line really will only support the 1Mbps that BT say it will. I'm still betting on a line fault, though.

Sebby · Apr 21, 2008, 16:51:45

So the changeover to fixed 2Mb actually happened already? It's got to be a line fault if it keeps disconnecting.

What are your stats on the 2Mb service incidentally?

wonder woman · Apr 21, 2008, 17:02:06

Quote from: Sebby on Apr 21, 2008, 16:51:45
So the changeover to fixed 2Mb actually happened already? It's got to be a line fault if it keeps disconnecting.

What are your stats on the 2Mb service incidentally?

The change over to 2Meg happened straight away but James did warn us if the line was the problem we wouldn't be able to connect. Unfortuately he was correct. He must dread it when he hears my voice when he answers the phone.

Not at home at the mo but I will have a look and use my daughters computer to post the stats. James is hoping that they will be able to rectify the fault from the exchange if not he will ask for an engineer to come to our home and check the line into the house.

Rik · Apr 21, 2008, 17:04:34

It would be interesting to know the line stats from your daughter's connection, Christine. If that line is performing better and BT can't find the fault on yours, they might be able to swap the pairs over.

Sebby · Apr 21, 2008, 17:12:42

Whatever the cause, hopefully BT will admit there's a fault now and fix it quickly!

wonder woman · Apr 21, 2008, 17:51:16

Quote from: Sebby on Apr 21, 2008, 17:12:42
Whatever the cause, hopefully BT will admit there's a fault now and fix it quickly!

Fingers crossed so do I. It's driving us up the wall. Just wished we had stayed on the fixed 1 Meg line. It might not have been very fast but as least it was stable.

Rik · Apr 21, 2008, 18:04:23

You'll get back to stability, Christine, James has got his teeth into BT now.