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lucask
join:2009-04-04
Pickering, ON
| Bumped down with no help from Acanac I'm not very happy with the way my issue was handled. Tech support closed my ticket with "Bell had to decrease your speed to 5056/800 in order to provide you with more stable connection and this is the best speed that your line can handle."
My problem was a slow upload speed that happened just days ago. I power cycled everything I can think of, even connected directly to the modem and still had my upload speed max'ed to 50Kb/s.
I've had 6Mb business profile even from my previous ISP which worked without any issues (no disconnects for years). When I switched over, I had no issues with 6Mb profile. But when I switched over to Acanac, I went from fast path to interleaved. If I wouldn't have switch, I'd still be on the full profile and probably with no issues. I have a Speedtouch modem and check my stats on it. VERY few errors, even when I had the 6Mb profile.
I sent in an issue on slow upload speeds, all of a sudden I'm on a slower profile???? What does a slower download speed have to do with a slow upload speed? Is the upload frequency range not at the bottom of the spectrum? I'd expect the download speed to be affected by the line. Especially when my upload speed dropped to 50Kb/s.
Acanac basically said sorry, we can't help you. I have my history to prove it, but it's not enough apparently. I don't see this as good customer service, especially when I get no explanation as to why I was bumped down other than the tech deeming my line unable to run at the full profile, even though I've been fine for years!
I know I'm repeating myself, but it's the same thing every time I call with other non-line related issues. Sorry, we can't help you. What kind of support is this for a business account?
- from the get go. Static IP's for your business account, sorry, too busy right now. I had to call back and e-mail to finally get the IP's
- Can't route out? Sorry, wait 48 hours. Nothing wrong here.
it's frustrating, I've had more issues within the time I signed up with Acanac months ago for the business account than I did with the 5+ years with the previous ISP.
I couldn't convince support that my modem was defective, so I bought a Speedtouch and the Aztech is sitting here collecting dust. My connection greatly improved, ie: didn't die within days after power cycling the modem.
With the profile issue, either Bell is playing with the resellers or Acanac just wants to close support tickets. | |
|  planiwa
join:2009-02-19
Toronto M5S
| Re: Bumped down with no help from Acanac So, just a few minutes ago I decided to take a break from the Acanac "Community", and decided to come here instead, for reasons that go without saying. :-(
So, here are my thoughts on this situation.
There is a lot that I could say about the business aspect of all this, but I'll stick to technical matters for now.
Can you please post your modem's line data?
Especially if the modem has been sync'ed for at least a few days, the modem's line data should show a clear picture of the line quality. The SpeedTouch shows both US and DS Capacity data.
With that, one should be able to make a pretty strong case to one or two Acanacians who are able to act.
Now, it is conceivable that the line quality has deteriorated, and we want to have an open mind about that possibility. The modem is an unbiased witness. 
There is another possibility: You may be IKNS'd, in which case a rookie techie would assume that your line is much worse than it actually is. IKNS is not an honest witness. But your modem will be able to tell if the ATU-C is IKNS.
How does that sound for a purely technical plan of action? | |
| | lucask
join:2009-04-04
Pickering, ON
| Re: Bumped down with no help from Acanac well, I've sent technical data to the Acanac tech in a prior ticket and he blew it off. This is why I'm ranting here.
So if the line deteriorates, then it's ok for Bell to simply keep bumping me down without finding out why it's deteriorating?
Anyways, here are the specs:
Uptime (days hh:mm:ss) : 2 days, 7:10:08
Number of resets : 1
Total Available Bandwidth Cells/s kbit/s
Downstream : 11924 5056
Upstream : 1886 800
Intrinsic/Actual and Maximum Bandwidth % kbit/s
Downstream : 70 7168
Upstream : 64 1240
Bearer Generic Info Downstream Upstream
Margin (dB) : 11.5 16.0
Attenuation (dB) : 37.0 21.0
OutputPower (dBm) : 19.5 11.5
Vendor Chipset Local Remote
Country : B5 0F
Vendor : BDCM ALCB
VendorSpecific : 0000 0000
StandardRevisionNr : 00 01
Vendor System
Country : 0F 00
Vendor : TMMB ----
VendorSpecific : 3C61 0000
StandardRevisionNr : 00 00
Transfer statistics
Errors
Received FEC : 218
Received CRC : 4
Received HEC : 4
Transmitted FEC : 0
Transmitted CRC : 0
Tranmsitted HEC : 0
Near end failures since reset
Loss of frame : 0 failures
Loss of signal : 0 failures
Loss of power : 0 failures
Errored seconds : 0 seconds
Near end failures last 15 minutes
Loss of frame : 0 seconds
Loss of signal : 0 seconds
Loss of power : 0 seconds
Errored seconds : 0 seconds
Near end failures current day
Errored seconds : 0 seconds
Near end failures previous day
Errored seconds : 0 seconds | |
| | | planiwa
join:2009-02-19
Toronto M5S
| Re: Bumped down with no help from Acanac said by lucask  :well, I've sent technical data to the Acanac tech in a prior ticket and he blew it off. This is why I'm ranting here. I understand. I'm here too. :-(
quote:
So if the line deteriorates, then it's ok for Bell to simply keep bumping me down without finding out why it's deteriorating?
In principle it is a good thing to reduce speed so as to maintain quality. After all, that is the design nature of ADSL -- guaranteed quality, variable rate. Fixing the line-quality can come next.
In practice, ... it seems that your line must have had a very, very bad day when Bell decided it wasn't good enough.
It looks pretty good enough to me now. Not great, but good enough.
IMHO, to degrade your profile without your consent, against your wishes, and without a substantiated justification, and then to refuse to restore it, is beyond rude. It also seems like a self-destructive business-practice, especially towards a business account.
quote:
Anyways, here are the specs:
Uptime (days hh:mm:ss) : 2 days, 7:10:08
Number of resets : 1
Total Available Bandwidth Cells/s kbit/s
Downstream : 11924 5056
Upstream : 1886 800
Intrinsic/Actual and Maximum Bandwidth % kbit/s
Downstream : 70 7168
Upstream : 64 1240
Bearer Generic Info Downstream Upstream
Margin (dB) : 11.5 16.0
Attenuation (dB) : 37.0 21.0
OutputPower (dBm) : 19.5 11.5
...
Vendor : BDCM ALCB
At least no IKNS!!!
At 6016, your US RCO would be 84%. Less, once you get off Interleaved, because Interleaved reduces line capacity.
There is no excuse for Interleaved -- if you had 100 times as many errors and asked Bell to check your line, they
would refuse to do open a ticket, because of too few errors!
Now, changing to 6016, 800, Fast could lower your DS SNRM from 11.5 to maybe 9 or 8.
But it would be the sensible thing to do. If there are problems, then there's the option of checking the line.
Absolute worst case eventually: choice between 6016, Interleaved and 5056, Fast.
But who knows, your line may get better as a result of checking it and removing any problems found.
Perhaps others will contribute. | |
| | | | 
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Re: Bumped down with no help from Acanac Send me your Acanac ID, please. | |
| | | | | planiwa
join:2009-02-19
Toronto M5S | Re: Bumped down with no help from Acanac . . . 5 days have gone by since . . . 2009-06-20 12:27:52 | |
| | | | | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Re: Bumped down with no help from Acanac Here is the lantern for the line in question:
Speed (Kbs) Relative Capacity Occupation (%) Noise Margin (0..31 dB) Signal Power (0..20 dBm) Attenuation (0..60 dB)
UpStream
800 75 16.0 12.0 23.0
DownStream
5056 94 8.0 15.0 39.0
------------------------------------------------
Note that is interleaved 5M.
On Fast Path NM are down and streams cap.
Bell said that is the best they can adjust for the moment.
Please give me suggestions how can I improve the things.
Regards.
--
We Rock | |
| | | | | | | planiwa
join:2009-02-19
Toronto M5S
| Re: Bumped down with no help from Acanac Just finished some forensics on this ...
Origin post:
26 Mar 2009 20:50 »community.acanac.com/acanac/view···k=t&sd=a
(after switched to Interleaved; noticed disconnects and speed drops)
20 Apr 2009 19:52 »community.acanac.com/acanac/view···9#p53009
ST 516 SNRM: 9,16
Aztech SNRM: 8,9
23 Apr 2009 12:10 »community.acanac.com/acanac/view···4#p53304
ST 516 SNRM 16,14
Aztech SNRM 8,8
23 Apr 2009 17:34 »community.acanac.com/acanac/view···4#p53354
ST 516 line capacity: 1244, 7360 ; Interleaved 800, 6016
2009-06-19 23:58:50 »Re: Bumped down with no help from Acanac
(after switched to 5056)
ST 516 capacity: 1240 7168 ; Interleaved 5056
SNRM: 16,11.5
2009-06-26 11:35:33 »Re: Bumped down with no help from Acanac
lantern:
capacity: 1066,5378
SNRM: 16,8
* * *
The line capacity seems to flip between 7360 and 5378.
Clearly there are line (noise) problems, and the two instances of switching to Interleaved and rate reduction were reasonable measures, given the severe instability each time.
In particular, capaity changed from 7168 to 5378 over the past week!
Line quality needs to be looked at -- likely first step: check at demarc to isolate problem to Bell or Customer wiring.
My immediate recommendation would be:
1. customer check modem stats right away to confirm lantern data!
2. customer consider doing modem check at demarc. | |
| | | | | | | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Re: Bumped down with no help from Acanac planiwa, thank you for your comments.
This line shows 39db attenuation at DS.
As you see, it is relatively far, and some performance fluctuations are present.
But currently, it "works" and gives a "5M service"
Maybe, it could be capable to perform fastpath and/or 6M downstream, but very often, if we submit a "trouble" (for that working line) to bell, they may downgrade the profile even more as they usually said "to be more stable". Field technician could be dispatched, too, but everything depends of their support people decisions and priorities.
In this particular case, the user is a business one so queries for 6M are reasonable and I would create a new ticket.
Just before that, as you suggest, we need to make sure at the user side everything is checked.
Regards | |
| | | | | | | | 
plain and simple
@videotron.ca
| said by Acanac PN :Here is the lantern for the line in question: Speed (Kbs) Relative Capacity Occupation (%) Noise Margin (0..31 dB) Signal Power (0..20 dBm) Attenuation (0..60 dB) DownStream 5056 94 8.0 15.0 39.0 he has a line problem. Plain and simple to see.
It's NOT a distance problem like "Acanac PN" said. 
As you can see by "Acanac PN" reply, he said "it works". That's all acanac cares about. They won't go an extra foot to help this person resolve the problem.
A problem exists and acanac and "Acanac PN" blew this guy off.
My recommendation would be o dump acanac and their horrible support.
94% occupancy, Max attainable jumps by 2-megs and Acanac PN says it's "a distance problem".
gimme a break.
Ask for your money back and leave them for non-support.
end of story. | |
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