Stuck bRAS/IP Profile?

majic79 — Fri, 28 Sep 2012 11:18:15 GMT

Hi, I've been trying to get some support from the BT Technical Support helpdesk resolving my issues, maybe somebody here could help...

In the beginning, I was getting 6Mbps throughput at an 8Mbps sync rate - I'm 900m from the exchange as the crow flies, typical line power was 7dB margin and 18dB attenuation downstream using a Voyager 220V - overall I was pretty happy with the service. Time goes on and I decide to change the broadband package I'm on as there are more up to date packages from BT offering similar at a lower price.

So I called up BT and told them to switch my package over, then, during an large download last week, I noticed that my throughput has dropped from 6Mbps (800kBps avg) to <2Mbps (220kBps avg). I investigated and found the BT speed tester site - this is what it tells me:

Download speedachieved during the test was - 1.87 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.06 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps

I started contacting BT and they tell me everything's ok - well it's not, I'm sync'd at 8Mbps and BT's only letting 2Mbps through.

I started looking at the voyager 220V's statistics pages - 30 days up time, sync rate 8Mbps, Super frame errors: ~500, HEC errors ~450, line attenuation: 18dB, Margin: 7.1dB... all good....

BT tells me to leave it 72 hours and see if it'll pop back - nope, wednesday comes around, been running a speed test each morning and the IP profile is still capped, and despite resetting the router, the only change I see is a reset in the timers and the error rate rising slowly (1 or 2 errors per hour perhaps)

Yesterday a new BT business home hub arrives, and despite leaving everything disconnected for an hour before hooking it all back up, I still have a cap.

Here's what the Hub's telling me:

DSL Line (Wire Pair):	Line 1 (inner pair)
Downstream Rate Cap:	8128 kbps
Downstream Atten. at 300kHz:	14.7 dB
Uncancelled Echo:	-18.3 dB	Ok
VCXO Frequency Offset:	-76.7 ppm	Ok
Final Rx Gain:	17.0 dB	Ok
Excessive Impulse Noise:	0	Ok
Downstream Required Impulse Noise Protection:	1
Downstream Impulse Noise Protection:	0.13
Downstream Delay of Latency Path:	8.00 ms
Upstream Impulse Noise Protection:	1.00
Upstream Delay of Latency Path:	8.00 ms
Framing Mode	ATM

And here's the training history for the past 24 hours

ime	Line		Rate	Max1	Max2	Max3	Mgn1	Mgn2	Attn	Pwr	CRCs	FECs	INP	DLY		Rate	Max	Mgn1	Mgn2	Attn	Pwr	CRCs	FECs	INP	DLY	Mode	Vendor	State	Exit Code	Echo	VCXO	Rx Gain
2012/09/28 09:16:04 BST	1		8064	8128	8128	8128	7.1	7.0	17.9	17.7	3	4	0.13	8.00		448	1088	25.0	25.0	8.0	12.2	0	1	1.00	8.00	G.DMT Annex A	Unknown	240/104	N/A	-18.3	-76.7	17.0

I did print a log from the beginning of the week with info from the Voyager 220V:

Line Mode G.DMT Line State Show Time
Latency Type Interleave Line Up Time 00:20:35:34
Line Coding Trellis On Line Up Count 1
Statistics Downstream Upstream
Line Rate 8128 Kbps 448 Kbps
Noise Margin 7.6 dB 25.0 dB
Line Attenuation 19.0 dB 10.5 dB
Output Power 19.8 dBm 12.2 dBm
K (number of bytes in DMT frame) 255 15
R (number of check bytes in RS code word) 0 8
S (RS code word size in DMT frame) 1 8
D (interleaver depth) 32 4
Super Frames 4360748 4360746
Super Frame Errors 4 0
RS Words 296530894 37066341
RS Correctable Errors 0 0
RS Uncorrectable Errors 0 0
HEC Errors 2 0
OCD Errors 0 0
LCD Errors 0 0
ES Errors 0 0

Can anyone help at all? I've been chasing this around all week now, and wondering what all this "prompt care" is all about....

Re: Stuck bRAS/IP Profile?

majic79 — Fri, 28 Sep 2012 11:42:52 GMT

Well... seems it's resolved, but it's taken a week to get it done - prompt care is supposed to guarantee a fix by the end of the next working day, but this has taken a lot longer than that and I'm annoyed.

For anyone else who's interested, my research pointed to a fault in the software running in the exchange leading to a "locked" 2Mbps profile. To fix the problem, the chaps ran what's called an "SNR Reset" - I'm guessing that this is a Signal/Noise ratio monitoring system reset (the bit of software that sets the profile)

Download speedachieved during the test was - 6.53 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.06 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7 Mbps

Maybe this will help someone else out in the future, in the meantime, disregard this thread... this thread will self destruct in the next 5 seconds.....

Re: Stuck bRAS/IP Profile?

DaveA — Fri, 28 Sep 2012 14:35:15 GMT

Hi,

I'm glad it's all working.

With the best will in the world sometimes things take longer than we'd like, and you know as well as I do that life is like that. If I remember correctly what the situation with it is that if we don't fix your fault within the timeframe you can make a claim against the Customer Service Guarantee Scheme.

As far as the profile reset is concerned what is does is restart the 10 day stabilisation period. In theory most of the effect of this should occur within 72 hours, but sometimes it can take longer, assuming that it works at all.

Dave

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