topic Re: Not going to be mucked about this time. in Plusnet Feedback

Not going to be mucked about this time I said but I am

glloyd — Sun, 07 Mar 2010 19:12:29 GMT

Ticket No- 32336421
I have a recurring problem where my speed suddenly drops to below half of what it should do. This results in the normal ping pong of tickets and chasing to get things sorted at the exchange. Last time this happened mid December it took weeks to get it sorted. . Appointment made for engineers to call then cancelled without a word. Told a router I had used since on ADSL+2 since the trials started would not work on ADSL +2 and sent a router I did not ask for or want and then noticed it has been added to my account
Last Thursday whilst surfing the same thing happened. I was disconnected and once reconnected speed had dropped from 14331 to 6654 and frequent disconnects. Phoned CS and was told the usual story - We will run some test and call you back. No call back of course just the usual emails, "No Problem Found" - Can't Complete Test Due To A Fault" - "Will Continue To Monitor" then Nothing!
Last time this happened I landed up in hospital after a heart attack (Not saying the fault was the cause of course) after weeks of being mucked about so I'm determined this time I am not going to be mucked about. If the fault is not fixed PDQ then I will vote with my feet and take my custom and that of family members with me. It's about time PlusNet sorted out the fault process to take the hastle out of it for customers.

Re: Not going to be mucked about this time.

Lorenzo48 — Mon, 08 Mar 2010 09:07:51 GMT

Well done and DITTO
All those staff PN are hiring will be getting their P45 in 6 months at this rate

Re: Not going to be mucked about this time.

orbrey — Mon, 08 Mar 2010 09:59:19 GMT

Hi glloyd,
I can see the intermittent issue showing from your connection records - I'll see what I can do regarding giving this fault a kick and will post back with an update later on.

Re: Not going to be mucked about this time.

glloyd — Mon, 08 Mar 2010 14:10:01 GMT

Someone wants kicking because nothing has been done since 11.38am last Thursday and that's not good enough.

Re: Not going to be mucked about this time.

orbrey — Mon, 08 Mar 2010 14:56:57 GMT

That's been raised for you, sorry for the delay.

Re: Not going to be mucked about this time.

glloyd — Wed, 10 Mar 2010 11:07:56 GMT

And still nothing has been done since the failed line test last Thursday. What the hell do you have to do to get a fault fixed these days, get your MAC and leave?

Re: Not going to be mucked about this time.

Chris — Wed, 10 Mar 2010 11:16:08 GMT

Quote
And still nothing has been done since the failed line test last Thursday

Matt replied to the ticket and raised the fault to our supplier on Monday. We'll see if there is an update from them yet but they can take 48-72 hours for a response.
As soon as we have more information, your ticket will be updated again.

Re: Not going to be mucked about this time.

xpcomputers — Wed, 10 Mar 2010 11:33:14 GMT

Humour attempt alert...

Quote from: glloyd
.... get your MAC and leave?

I'd put a few more clothes on than that... you wouldn't want to get yourself arrested.
Humour attempt over...

I hope you get this all sorted without too much stress.
Mike

Re: Not going to be mucked about this time.

glloyd — Fri, 12 Mar 2010 11:31:34 GMT

Getting realy peeeeed off now. 8 days and fault not fixed. Was told I was moved to a fixed profile, (god know why because my line was very stable), at less than half my normal speed and that could be removed in within 24 hours. That was two days ago and still stuck on the low speed..

Re: Not going to be mucked about this time.

Chris — Fri, 12 Mar 2010 11:37:45 GMT

Has your router been on for 3 days solid? If so then something is causing it to drop out still and removing the banded profile isn't going to help at the moment. Someone is looking at your ticket shortly, however as the connection doesn't appear to be stable I'd expect one of two things to happen:
- Our request to remove the banded profile is rejected as the line doesn't appear of suitable quality.
- The banded profile is removed but then re-added in a day or so to stabilise the line again.

Re: Not going to be mucked about this time.

Chris — Fri, 12 Mar 2010 12:41:11 GMT

One of our faults guys has checked your line and can't see any error seconds, so has requested the banding be removed. We'll let you know once we've received confirmation of this.

Re: Not going to be mucked about this time.

Chris — Fri, 12 Mar 2010 12:48:25 GMT

And we've just received notification that it should be uncapped now for you. Let us know how it goes and whether it stays stable.

Re: Not going to be mucked about this time.

glloyd — Fri, 12 Mar 2010 13:12:53 GMT

Chris,
The line was not unstable prior to the cap being put on it. I check the router almost daily and as far as I can recall it had remained synced for hundreds of hours - that is why I could not understand why I had been banded. The same thing happened in December last year so something odd happens. Anyway the banding has been removed so I will l see how long it last this time.

Re: Not going to be mucked about this time.

Chris — Fri, 12 Mar 2010 13:15:12 GMT

Yep, that's the best course of action now the banding has been removed, keep an eye on it and let us know if you start to see any problems again by updating the ticket or dropping a post in here.

Re: Not going to be mucked about this time.

glloyd — Sun, 14 Mar 2010 14:22:11 GMT

The removal of the banding did not last long. Two days at 15227 and it's back to 6654. During the two days at 15227 I did not notice many disconnects, the last time I looked it had stayed up at 15227 for at least 20 hours. This is the same thing as happened back twice in December. Can this be sent back to BT as there appears the be an exchange problem this is causing this to keep happening.

Re: Not going to be mucked about this time.

orbrey — Mon, 15 Mar 2010 09:48:12 GMT

Hi glloyd,
I'm just looking at this for you now. There were a number of disconnections on the Friday (12th) which have caused the profile to drop and the banding to be reapplied.
I'll see what we can do from this end but unless the source of drops is found there'll be little point in removing the banding again I'm afraid. I assume you've had the router in the master socket with everything else plugged into the line filtered? If so then without a doubt it'll be something external.
I'll do some more tests but that's what we need to resolve to get the speed back up. Will post back shortly.

Re: Not going to be mucked about this time.

orbrey — Mon, 15 Mar 2010 10:18:13 GMT

Right that's two tests run and both turned up inconclusive (though showing enough of a discrepancy between lowest and highest achieved sync rates, and also the drops) for me to raise it as an intermittent connection. I suspect this will be the only way to get this sorted out but will wait for your blessing before raising the fault for you - please let me know and I'll get it going.

Re: Not going to be mucked about this time.

glloyd — Mon, 15 Mar 2010 10:38:44 GMT

Thanks for taking the trouble Matt. Yes please raise this as a fault.
As I've said before I had the same problem twice in December. The line was checked and found to be OK. A engineer was booked but canceled when a fault was found at the exchange.
When the line drops some of the reconnects are very weird like getiing thousands of errors within a second and the line dropping again.

Re: Not going to be mucked about this time.

penfold — Tue, 16 Mar 2010 22:25:21 GMT

@glloyd
I sympathise, I have exactly the same issues. I had a couple of moths ago, a serious line issue, charactarised by frequent drops in sync, and very odd upstream syncs. Whenever a BT engineer actually showed up, the fault had gone away. Eventually a line card was replaced at the exchange, and all seemed fine. Last week the fault reoccured, and TBH I am sick of the hoops I have to jump through. If the CSC actually reviewed previous faults when asked to do so, they would see its the same sequence of events. I am now having no response to tickets, resorted to a thread post in the hope that one of the very helpful comms guys pick up on it. Even now having PPP authentication failures. 80 resyncs in the past 24 hrs, obviously an issue. Hope you get your issues sorted in a timely manner.....

Re: Not going to be mucked about this time.

orbrey — Wed, 17 Mar 2010 10:19:01 GMT

@penfold - Our suppliers are wanting to send an engineer out to you to investigate the fault - if you could reply to your ticket with times/dates you're available I'll get this booked for you and confirm.
@glloyd - I've just rejected a clear on your fault and it's now in the same situation - please let us know when you'd be available for an engineer visit.