Zen ADSL 8000 Products - Line Data
Aim of this article:
This article shows how you can use the Zen Portal to access data that BT have logged for your ADSL line. This can be useful for information, or for determining if there is a problem with speed or intermittent connections.
How to access the line data:
To access the Customer Portal browse to:
https://portal.zen.co.uk
If you are registered already enter your registered e-mail address and password and click Sign-In, and then Continue. If you are not registered click the Create Account button and follow the instructions provided.
Click the My Services button in the top menu bar.
You will now be presented with a list of your services provided by Zen Internet, categorised by service type.
If required click the '+' button next to Internet Access to expand the section.
Click the blue Tools & Settings button to the right of your Zen ADSL service.
The Broadband Account Usage section should be displayed by default.
Select Broadband Line Data from the drop down list and press Select to display that section:
You will now see three tables which show information BT has collected on your line. These sections will always be blank unless you are on a Zen 8000 product. Even on Zen 8000 products it is normal for the information here to be limited during the initial 10 day training period.
Note: This information is provided by BT, and Zen Internet have no control over whether it will appear or not for your particular account. Some Zen 8000 product customers may find that there is no information here, even after 10 days have elapsed. It should also be noted that older Zen 8000 accounts in particular may not have any data here, as this information was only available from May 2006 onwards. Missing data does not imply there is any particular problem with your line.
What does the line data mean?
If your line is working normally there is no need to worry about the data recorded here. This is purely for information, or can be referred to if you believe your line may be experiencing a fault.
The line data available here is split into three sections:
These are explained in detail below:
Throughout this article we will be referring to BT specific terms and abbreviations. You can find an explanation of these terms in this Related Article.
Synchronisation data:
The synchronisation data table will contain information similar to the table below on Zen 8000 products.
The synchronisation data table contains the current and historic MSR (maximum stable rate), FTR (fault threshold rate) and MSR Reset Status that BT have collected. An explanation of these terms can be found in the Related Article at the end of this page.
The first non-zero value will appear after 10 (complete) days of synchronisation since you started your service. These values are not reflective of your current line sync speed, and bear no relation to your current line data rate.
The only significant value here is the most recent FTR value. If your router or modem is showing as being synchronised below this value then you should contact support for further advice. This does not apply if your router is synchronised above this value, but your data rate is below this value.
Line rate data:
The Line rate data table will contain information similar to the screenshot below.
BT's dynamic line management systems record what upstream and downstream speeds your line is synchronised at periodically within your 10 day training period, and subsequently every time there is a significant change in rate. The value shown is the lower bound of the BRAS profile bracket that your line has synchronised within, not the exact sync rate. At the recorded time your exact sync rate could be anything up to 576kbps higher.
BT base the BRAS profile for your line on the values recorded in this table. It will take from four hours (for large increases in line rate) up to five days (for small increases in line rate) for a change in the value here to be reflected in the BRAS profile. You can find further explanation, and a table of the line rate to data rates at:
http://www.zensupport.co.uk/KnowledgeBase/article.aspx?id=10550#bras
Service profile data:
The service profile data will look similar to the table below:
The service profile data contains historical information about whether your line is operating in fast mode or interleaved mode. These terms are explained in this Related Article.
The actual mode is displayed in the Run Mode column. The Interleave column shows the option that is set for your line. By default this will be Auto, which will allow BT's systems to automatically pick the Run mode. If you'd like to force the line to always run in Fast mode or Interleaved mode then please refer to this Related Article, which provides more details and explains how to get this changed.
