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Tiscali/TalkTalk: Stuck BT IP line profile

Hi everyone

I'm currently helping a neighbour with a problem with their broadband connection. Their provider is Tiscali (TalkTalk).

The problem is that their router is connected at 2144k downstream/448k upstream. The connection is stable and has been active without disconnection as far as I'm aware for over 10 days without uncorrected errors. However the BT IP profile for the line remains stuck at 250k. My IP profile (at the house next door) is 2500k.

I'm an experienced network engineer and have checked all their internal wiring - the router is connected straight into a microfilter in the master socket. There are no problems on the voice side and this drastically low line profile only seems to have been reached over the last month or so, although I'm not sure what they were on before.

Tiscali are being terribly unhelpful on the telephone and the neighbours are not computer literate. Is there anyone here from Tiscali or TalkTalk who could take a look at the connection for them and alter the IP profile on the line to a more realistic level (1750k by my reckoning.) Alternatively perhaps a DLM reset would be possible.

I can PM telephone number and account details if there is anyone here who can help. Any suggestions much appreciated.

Many thanks.
 
"Their provider is Tiscali (TalkTalk)."
I started feeling really sorry for your neighbour there :) as a lot of people have had problems from the Tiscali side of TalkTalk's fence. Anyway it looks like he/she is on an older ADSLMAX style line, so simply asking for the IP profile to be reset/re-trained by the ISP might help (somewhat depends on which platform their line is on). It could result in a week or two of greater line instability but this is normal, try to leave the router connected during this period.

Also, turning off your router for just over half an hour (+30mins) will allow ADSL “MAX” (up to 8Mbps) lines to reset. Sometimes this can help, although it may take a little time before things return to normal.

What would really help is if you could post the line stats (attenuation, noise margin) for us to see what's happening. If their Master Socket is a BT standard NTE-5 (http://www.ispreview.co.uk/articles/adsltips/01.shtml) then it could also be worth investing in a cheap BT Broadband Accelerator (iPlate) device to filter the ring wire.
 
Hi evanbrown,

I wish I could help unfortunately, working the TalkTalk forums we don't have access to the Tiscali systems try as we might to get that access it isnt forthcoming. Have you tried posting on the Tiscali forum?

If you are still struggling then I would contact the CEO OFFICE. You can find the contact details at WWW.TALKTALK.NET in the code of practice.
Ady
 
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Re MarkJ's comment, I was told to unplug everything including the filters, not just switch off. it has worked for me several times when having problems with my own and friends adsl connections.
 
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