Bell downgraded my DSL profile?

[zgnomis]

I'm using Freephoneline's DSL service on dry loop and its VoIP service too.

Before I ported my Bell number to Freephoneline, my DSL profile was 600k/5M upstream/downstream on a dry loop as shown in my ST780 router. After I ported my number, my DSL profile is changed to 800k/3M up/downstream on the same dry loop.

Anybody knows how do I have it change back? Do I call Freephoneline to ask Bell to change?

Thanks a lot.

[FONGO_kris]

If you PM me your phone number, and I can look further into your DSL profile for you.

[zgnomis]

PMed. Thank you for your help in advance.

[zgnomis]

Hi Admin,

Just a friendly reminder to ask have you checked my DSL profile? Thanks a lot.

[FONGO_kris]

No problem! Yes I have an I've emailed you a response

[zgnomis]

Kris, somehow I didn't get your pm or email. Can you pm me again? Thanks a lot.

[zgnomis]

Kris, Any luck on catching Bell and ask them to change?

My sync rate is 3008/800. It's only a 2.5 meg service.

[FONGO_kris]

Yes, the ticket's been cleared with Bell - Seeing as you're still on a 3008/800-AL2 profile, I'll check it out again... Maybe see if there is a remote closer to your house.

[Bloodsong]

3008/800 seems really odd.
Generally speaking that's not a profile they'd assign, it sounds like you're only getting a partial connection on a 5000/800 profile.

Double check your line filters on POTS phones (or better, unplug all POTS phones for testing.)
Then unplug your modem (at least one minute, allow the RAM to clear, and the ISP systems to register your disconnect)
Then plug back in, wait for your sync light and check your profile again.

And feel lucky, because most modems don't allow you to actually see your profile, I've worked with one speedstream in the past that if you know what you were doing you could force it to show you, but that's been it

You may find that due to line quality you can't have a full 5000/800, but I don't know why they would have switched your profile at all. It seems obvious to me that 5000/600 was already a fix designed to bypass the line/distance issues.

Maybe getting switched to an interleave channel will help? *shrug* I'll leave that up to the FPL guys.

EDIT: Ah the ticket's already been reviewed... and you are on an Interleave channel.

[FONGO_kris]

Yepp

3008/800 is an AL2 (Interleaved) profile...

[Madwand]

Also nice to note is that Bell traditionally puts all new resellers ADSL accounts (or transfers from Sympatico to a reseller) on a 3 mb profile. Usually you need to open a ticket to bump it back up.

There is also a possibility that your lines were removed by the remote by the bell technician. Nobody could forsee this happening in advance, but it may be possible to get your 5mb line back up and running with a ticket.

Hopefully this helps explain things. These are all Bell tricks and have nothing to do with FPL/FN.

[Bloodsong]

... These are all Bell tricks and have nothing to do with FPL/FN.

What Mad said, I used to work for a third party ISP, and some really shady things happen. There's a couple of late night techs in the Ottawa and Montreal offices of Nexxia I like dealing with (they had a way of getting things done, names will be omitted to protect the innocent.)

My favourite (READ: Most annoying) issue was "P.I.E." Yes, pie is an issue

Pulled In Error, means someone walked over the Multiplexer and pulled your DSL card instead of someone elses, or knocked yours out of it's seating while removing someone elses. I saw this one happen a lot with recent customer activations. (recent = first 3 months.)

But nothing we can do about it, there's no controls over them, and no way to prove whether it was or was not an honest mistake, what I do know, is I've never seen a PIE happen to someone using Bell directly.

[zgnomis]

Thank you all guys.

Bloodsong, I've been using the same dry loop and no connections were changed in my house. Before I port my Bell number to freephoneline, it was 5056/800; after I ported my Bell number, the profile changed to 3008/800. I've also tried your suggestion of disconnect and reconnect but still the same.

Madwand, I understand it shouldn't be caused by FPL. But since FPL is my ISP, I need its help to get my profile what I paid for.

Kris, can you open a ticket to ask Bell to change my profile back? A remote in between shouldn't be Bell's excuse as I got the same profile before on the same line.

Below is my link information from my SpeedTouch 780 FYI:

Link Information

Uptime: 0 days, 0:25:13
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 800 / 3.008
Data Transferred (Sent/Received) [MB/MB]: 4,51 / 1,82
Output Power (Up/Down) [dBm]: 9,0 / 2,0
Line Attenuation (Up/Down) [dB]: 8,0 / 18,0
SN Margin (Up/Down) [dB]: 13,0 / 29,0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0

[Bloodsong]

I wasn't suggesting anything had changed at your house, you had originally said 5000/600 not 800, which is a non-standard profile, that's why I was looking at line/distance issues, also why I wanted to check for sync-rate issues.
But Kris had already gotten back to us with info from Bell that the profile had been changed to 3008/800 Interleave, so I'm sorry to have asked you to check an unnecessary hoop.

The standard from 4 years ago was 5 days to get a ticket like this resolved, I don't know if anything's been done about that delay, hope your troubles get solved soon.

Also remember Kris and Steve are busy busy, it's awesome that they're on the board with us, but if you don't see a response to your message it doesn't hurt to call tech support, just add a tag on if you do to let Kris and Steve know.

[FONGO_steve]

The standard from 4 years ago was 5 days to get a ticket like this resolved, I don't know if anything's been done about that delay, hope your troubles get solved soon.

Generally speaking, 48hrs. Unless we open it on a Friday - weekend dispatch can be iffy sometimes.

[Bloodsong]

Glad to hear that Steve, like I said few years ago when I was in that game, and I know there were numerous complaints about the way Bell treated thirdparty provider's tickets.

[kevingamble]

Yepp

3008/800 is an AL2 (Interleaved) profile...

same issue here dry lopop an port installed yesterday..... dsl profile was downgraded

Link Information

Uptime: 0 days, 3:20:52

Modulation: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 800 / 3.008

Data Transferred (Sent/Received) [MB/GB]: 257,80 / 2,18

before switch was a 5 megab

I'm using Freephoneline's DSL service on dry loop and its VoIP service too.

Before I ported my Bell number to Freephoneline, my DSL profile was 600k/5M upstream/downstream on a dry loop as shown in my ST780 router. After I ported my number, my DSL profile is changed to 800k/3M up/downstream on the same dry loop.

Anybody knows how do I have it change back? Do I call Freephoneline to ask Bell to change?

Thanks a lot.

[FONGO_steve]

Yepp

3008/800 is an AL2 (Interleaved) profile...

same issue here dry lopop an port installed yesterday..... dsl profile was downgraded

Link Information

Uptime: 0 days, 3:20:52

Modulation: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 800 / 3.008

Data Transferred (Sent/Received) [MB/GB]: 257,80 / 2,18

before switch was a 5 megab

I'm using Freephoneline's DSL service on dry loop and its VoIP service too.

Before I ported my Bell number to Freephoneline, my DSL profile was 600k/5M upstream/downstream on a dry loop as shown in my ST780 router. After I ported my number, my DSL profile is changed to 800k/3M up/downstream on the same dry loop.

Anybody knows how do I have it change back? Do I call Freephoneline to ask Bell to change?

Thanks a lot.

can you PM me your phone number we have on profile? I'll take a peak

[zgnomis]

Thanks Steve. PMed you my phone number. Please help to look into this.

[zgnomis]

DSL profile returned to 800/5,056 today, after Bell fixed the dry loop. Thanks all that helped.

The original telephone line which I ported my Bell number from, although no dial tone at all, I can still get my DSL synced and get a DSL profile of 800/3008. How can that be?

[FONGO_kris]

I'd say call Bell, though if you've not gotten a bill from them yet they may have just unprovisioned your line incorrectly.

Does the phrase more lines more fun ring a bell?.. er, Bell in this case?

[Bloodsong]

Again, my ISP support time was a couple years ago.
But I routinely recall seeing it take up to 6 months before Bell actually did a proper decommission on a DSL line. (Remember this when you move into someone's home/apartment and still know a Bell or other provider's PPPoE credentials.

[zgnomis]

kevingamble,

FPL issued a ticket to Bell to correct my profile, after a couple of days Bell thought it was changed but still I was getting 3008/800. So FPL issued another ticket and this time Bell found out I hooked on another dry loop that doesn't carry my account info with FPL. So they sent a tech to the Bell box beside the road in front of my house and hooked my dry loop to the correct one.

So my example FYI, it can be one week for you to wait before Bell corrects your profile, if not, yours might be the same as mine that your are hooked to whatever dry loop that does not work for FPL's account.

Good luck.