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Aspiring Contributor
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Message 1 of 17

Looks like my IP profile is stuck

Hi all, after a bit of research I have come to the conclusion that my IP profile has been locked to 2mb. This is down from 8mb and is getting quite annoying now.

 

Here is the relevant information:

 

ADSL Line Status

Connection information
Line state:Connected
Connection time:28 days, 16:12:45
Downstream:8,128 Kbps
Upstream:448 Kbps

  ADSL settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Fast
Noise margin (Down/Up):8.1 dB / 25.0 dB
Line attenuation (Down/Up):32.5 dB / 19.5 dB
Output power (Down/Up):19.9 dBm / 12.1 dBm
FEC Events (Down/Up):0 / 69
CRC Events (Down/Up):11986 / 334

Above is the page from the homehub. And here is the page confirming my IP profile has been locked?

 

Download speedachieved during the test was - 1.93 Mbps
 For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

I believe I now contact the mods and they will set it right? I have an uptime of more than 3 days....by far. Thanks, Fleszka

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Guru
Guru
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Message 2 of 17

Re: Looks like my IP profile is stuck

Hi Fleszka,

Yes it does look like your IP Profile is stuck at 2mbps.

 

As you have a very good 28 days+ connection time, you may wish to contact the BT Care Team (Mods) to get your IP Profile sorted, you can do this by clicking on the link below.

 

Contact BT Care Team

 

The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.

 

Once contacting them they will reply either by phone or email usually within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.

 

Edit: I see you have very little FEC ( due to latency being set to fast) and CRC errors. How are your HEC errors (may need to click more details) ? Looking at your connection time the connection seems to be stable.

 

Hope that helps,

Cheers


jac_95 | BT.com Help Site | BT Service Status
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Aspiring Contributor
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Message 3 of 17

Re: Looks like my IP profile is stuck

Ah great, I have sent a message to the mods. Heres hoping it gets sorted quicky!

 

Fleszka

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Distinguished Sage
Distinguished Sage
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Message 4 of 17

Re: Looks like my IP profile is stuck

as already said it can take 3 working days for mods to contact you and weekends don't count



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Aspiring Contributor
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Message 5 of 17

Re: Looks like my IP profile is stuck

Right, I have been contacted by a member of Bt's digital care team who requested a more recent speed test.....wasnt sure where to reply so I guess it will be in this thread:

 

 Download speedachieved during the test was - 1.96 Mbps
 For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

 

Again these results are similar to the first I posted and still shows my IP profile being set to 2Mbps

 

Speedtest.JPG

Above is showing another speedtest as it was not specified which one was wanted.

 

I'm a little confused here as I was led to believe that a mod would reset my IP profile and away I go? Why are they asking for more information when it says on their own test my IP profile is set to 2Mbps where it should be 8Mbps.

 

Thanks, Fleszka

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Aspiring Contributor
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Message 6 of 17

Re: Looks like my IP profile is stuck

Hi jac_95

 

Not sure what they are but here are my HEC errors:

 

HEC Errors (Down/Up): 21765 / 222

 

Thanks, Fleszka

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Distinguished Sage
Distinguished Sage
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Message 7 of 17

Re: Looks like my IP profile is stuck

had you called the helpline?  if you completed the email to the mods then I expect the care team to contact your direct



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Aspiring Contributor
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Message 8 of 17

Re: Looks like my IP profile is stuck

Hi imjolly

 

Yes I have called the helpline about a month ago I think....they didnt really seem know what they were doing, when I mentioned my IP profile he then asked for my computer IP address? Which has nothing to do with it, eventually he said he was forwarding it to their techs....had an email a few days later saying they had sorted it but my IP profile was still locked. I tried emailing them after that outlining my problem and again they said they fixed it. 

My confidence in BT customer support is slowly falling at the moment to be honest.

 

Thanks, Fleszka

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Distinguished Sage
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Message 9 of 17

Re: Looks like my IP profile is stuck

if you have contacted the mod team via the link posted on this post just wait from them to contact you just stay away from the help line as they often cause more confusion
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Distinguished Sage
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Message 10 of 17

Re: Looks like my IP profile is stuck

you need to wait until the mods contact you - can take 3 working days and weekends don't count - this happes often and there currently other posts simlar to yours on the forum



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