Supportal - FAQ's

Theoretical Speed

The theoretical speed is derived from a mathematical calculation which is based upon the estimated line length of the local loop (subject to availability). This information is provided to us by Openreach. 

 

Downstream Max / Upstream Max

The maximum obtainable speed is populated directly from the MSAN/DSLAM that the subscriber is connected too, and is a snapshot of the maximum sync speed that the local loop can sustain at that particular time.

 

Downstream Rate

The downstream rate is populated directly from the MSAN/DSLAM and is the current speed that the subscribers' CPE is currently sync'd at.

Speed Test Average

The speed test average is the mean value which is calculated from a minimum of three speed test results that the subscriber has completed using our on–net speed test platform. If the subscriber doesn't have enough results then no average will be populated.

Line Stability Rating

The line stability rating is an indication of the stability of the subscribers' line based upon authentication (Radius) attempts.

Speed Test

The speed test overview section is used to highlight if the subscriber has preformed enough speed test results for the system to calculate a mean average. This section is used for information only.

Speed Threshold

The speed threshold is a calculation which is derived between the 'Downstream Rate' and the 'Speed Test Average'. Supportal will provide a logical output based upon the delta between the two values at that particular time.

Broadband Regenerator

Broadband Regenerators (BBRA) is a new capability supporting the Broadband Delivery UK (BDUK) programme to provide a minimum speed of 2Mbps to all UK lines where superfast broadband is not offered. BBRA is not a product that you order; rather it is a circuit with an enhanced device. A regenerator unit sits in the Primary Connection Point and can boost an end user’s broadband speed from below 2Mbps to above 2Mbps. Openreach will install kit in the PCP which will terminate the CP sync at the cab and then create a new connection from the cab to the home, thus reducing the length of the line and increasing the sync rate (essentially splitting the line in two). Hence line tests cannot be relied upon to produce correct results. BBRA is an alternative to and is not compatible with BET (Broadband Enablement Technology), FTTC or SDSL. Broadband regenerators can be added to circuits where the underlying technology is MPF, SMPF or PSTN.

Speed Test Location

Speed test results are obtained by performing a speed test via the following URL: http://internet-speedtest.net/

CPWN Ref

This is an internal unique reference assigned by Technology to identify customers across our systems.

 

NGA CPWN Ref

Openreach assigned unique reference for NGA based circuits.

 

Authentication Types

Full Network - Full Network Authentication does not require a Username or Password in the Customer's router. Authentication is done purely by using the Network ID from the MSAN/DSLAM.

Network - Network Authentication requires a Username in the Customer's router, but does not require a Password. Instead the Network ID from the MSAN/DSLAM is used to authenticate the Customer.

Password - Password Authentication requires a Username and Password in the Customer's router.

NonManaged - Authentication details are held off the TalkTalk network. TalkTalk authenticate at a realm level (e.g. @3rdpartyISP.net) and the authentication is then passed onto the 3rd party.

Downstream / Upstream INP (Impulse Noise Protection)

Impulse Noise is random intermittent interference on a line, usually caused by mechanical effects (e.g. machinery, electrical storms, radio transmitters etc.). Impulse noise protection provides error resiliency; ultimately stabilising an end users connection where impulse noise is present.

 

Bits per Subcarrier/Spectral Plot

This is a graphical view of the frequencies/subcarriers in use within the ADSL connection. It is a useful diagnostic aid; helping to identify interference, amongst other issues.

 

ADSL Mode

This shows the ADSL standard that the modem has trained in. This is usually auto-negotiated by the MSAN/DSLAM.

 

ADSL Standard

Max Downstream

Max Upstream

ADSL2+

24Mbit/s

1Mbit/s

ADSL1

8Mbit/s

1Mbit/s

ADSL2

12Mbit/s

1Mbit/s

ADSL2+ AnnexM

24Mbit/s

2.5Mbit/s

ADSL2 AnnexM

12Mbit/s

2.5Mbit/s

 

What is Genesis?

A proactive & pre-emptive testing approach to service assurance. Genesis will allow us to detect and resolve provisioning and in life issues alongside Openreach with minimal impact to the customer. Genesis includes proactive out of hours testing. Each line to be tested once per month of all lines to look for degradation in service.

One of the features of Genesis is capturing a baseline.

* A baseline is made up of the values recorded from the latest Metascript test and Genesis data (which includes stats from DLM). The baseline is a known good result, to be used to compare with future results. This gives a view of the on-going health of the line.

Line Summary Section

Genesis Status

Genesis Speed Grading

The Genesis Speed Grading is the comparison of the circuits current downstream sync rate versus the baseline* downstream sync rate, shown as a percentage.

Genesis Line Grading

The Genesis Line Grading is the comparison of the circuits measured line properties versus what was recorded at the baseline*, shown as a percentage.

Genesis Tab

Genesis History Tab

Genesis History – The Genesis History shows a record of the Genesis Tests performed in chronological order. This shows the test outcome, the stage at which the test was performed and if the test was recorded as the baseline.*

The Stages of Genesis

Viewing the Test Detail

Metascript - The result is based on the measured copper characteristics from the Metascript test.

The Metascript Results Table

Result - The outcome of the Metascript Test.

A-B DC Volts - The DC voltage measured across the two legs of the line, after the line has been discharged.

Unbalanced Capacitance - This shows the "balance" of the line, by comparing the measured capacitance of each leg.

A Earth DC Voltage/ B Earth DC Voltage - The DC voltage measured between each leg of the line and earth, after the line has been discharged.

Network Check - The Network Check confirms the customer’s broadband service is working correctly at the exchange.

The Network Check Table

Result - The outcome of the Network Check.

Radius Result - The outcome of the Radius Check.

Pots Test - The Pots Test confirms the customer’s voice service is working correctly at the exchange.

The Pots Test Results Table

Result - The outcome of the Pots Test.

Sonus Result - The outcome of the Sonus Check.

Genesis Data Tab

The Genesis Data is the line characteristics (from DLM) recorded at the time of the Genesis Test compared to the latest baseline* data.

Line Index Rating

Rating

Message to be displayed

Symbol to be used

Blue

The Line is excellent

Green

The Line is good

Amber

The Line is average

Red

The Line is poor

Grey

The Line is very poor

Unknown

No data available