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PrometheusNX
Beginner
278 Views
Message 1 of 15

stuck profile?

Good evening helpful people,

Having terrible speed issues since early summer, only really now having the time to try and look into in any great depth.

I've check the previously posted exchange checkers in others threads and nothing is reported bar the work being done on my exchange for 21CN. No congestion or outages. We did have a voice line problem at some stage last year and at the time, the BT engineer replaced the socket.

 

BT Home Hub 2 directly connected to socket and laptop connected via cat5. Having read the other threads, I've made sure the connect has been up for a few days for stability. Tests carried out with no other devices connected and wireless disabled on hub. When I've periodically checked the BT Speedtester, the line profile has been the same as below.

 

First stats - BT Speedtester

 

 Download speedachieved during the test was - 0.95 Mbps
 For your connection, the acceptable range of speeds is 0.2 Mbps-1 Mbps.
 Additional Information:
 Your DSL Connection Rate :6.78 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 1 Mbps

 

Second stats - BT Home Hub

 

Line stateConnected
Connection time4 days, 19:40:35
Downstream6,784 Kbps
Upstream448 Kbps
ADSL settings
VPI/VCI0/38
TypePPPoA
ModulationITU-T G.992.1
Latency typeInterleaved
Noise margin (Down/Up)12.7 dB / 25.0 dB
Line attenuation (Down/Up)20.0 dB / 11.5 dB
Output power (Down/Up)19.8 dBm / 12.2 dBm
Loss of Framing (Local)8
Loss of Signal (Local)4
Loss of Power (Local)0
FEC Errors (Down/Up)19889407 / 6
CRC Errors (Down/Up)7532 / N/A
HEC Errors (Down/Up)N/A / 3
Error Seconds (Local)1

 

Third stats - BBC News Ping Test

 

Pinging newswww.bbc.net.uk [212.58.246.130] with 32 bytes of data:
Reply from 212.58.246.130: bytes=32 time=45ms TTL=51
Reply from 212.58.246.130: bytes=32 time=44ms TTL=51
Reply from 212.58.246.130: bytes=32 time=44ms TTL=51
Reply from 212.58.246.130: bytes=32 time=44ms TTL=51

Ping statistics for 212.58.246.130:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 44ms, Maximum = 45ms, Average = 44ms

 

Would anyone care to offer their opinion? I would hope it'd be a case of just looking to get the line reset. Family in the area who live nearby are also on the same exchange with BT and do not have any issues.

 

Many thanks.

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14 REPLIES 14
Distinguished Sage
275 Views
Message 2 of 15

Re: stuck profile?

hi your IP Profile has dropped because of hub disconnections if you leave the hub powered up and connected 24/7 for the next 3/5 days it will rise again automatically
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PrometheusNX
Beginner
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Message 3 of 15

Re: stuck profile?

Question is what could have been causing it to drop, we've not done anything here. No one else knows what the magic box of Internet plastic does apart from me. So either the hub is duff and resetting itself or the connection is being dropped at the other end.

 

I do remember the uptime being over a week at one point, but unfortunately I never took the details at the time. Given the IP profile appears to have been stuck for weeks (by periodically I meant once/twice a week over the last couple of months).

 

If the connection is supposed to be stable for 3+ days (almost at 5), before rising. The question is why it hasn't done so yet.

Puzzling.

 

Edit: and frustrating! Taking ages to download anything. 😞

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Distinguished Sage
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Message 4 of 15

Re: stuck profile?

Resets can be caused by random noise events on the line this will cause an IP Profile to reduce and under normal circumstances it increases automatically within 3/5 days if after 5 days it has not reset then please post back your current hub stats and we can get the forum mods involved who can carry out a manual reset for you
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PrometheusNX
Beginner
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Message 5 of 15

Re: stuck profile?

John, appreciate your comments and thoughts.  I might not have time to post tomorrow, so I managed to find the right contact BT link.

Seeing as the 5 days will be up by the time I get home from work, hopefully some helpful person at BT will be able to check tomorrow. Failing that early next week, at least it's in progress.

 

Again, thanks for your time.

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Distinguished Sage
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Message 6 of 15

Re: stuck profile?

 this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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PrometheusNX
Beginner
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Message 7 of 15

Re: stuck profile?

Yep, that's the link that I managed to find earlier. Finger crossed!

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Distinguished Sage
248 Views
Message 8 of 15

Re: stuck profile?

please keep us posted on your progress as it helps others
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Distinguished Sage
Distinguished Sage
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Message 9 of 15

Re: stuck profile?

have you been having connection problems or have you been resetting the hub manually in the hope that profile would fix itself?  only reason I ask is with your attenuation I would expect max 8mb connection but that is not happening due to the 12.7db noise margin.  normal is about 6 and the rise may have been due to resets hence the low profile.

 

stable connection 24/7 is best for your line



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PrometheusNX
Beginner
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Message 10 of 15

Re: stuck profile?

Since my IP profile has been reset, my connection is being dropped by the BT hub every minute or so. I can get an IP and browse, but it keeps resetting.

Plugging in an old Netgear router, it appears to have a stable connection, gets an IP, but I can't browse.

Any thoughts? I'm on my phone emailing the BT agent who responded, but won't hear o that until tomorrow apparently.
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