topic 3 months of hell and fed up in Plusnet Feedback

3 months of hell and fed up

warbleeder — Sat, 02 Jul 2011 20:01:15 GMT

moved in to a house on 5th of march ...broadband was supose to be up and running...fair enought it was... but a day later i started losing synth... badly
i tryed 3 differant modens 4 diff filters and was allrdy pluggged into test socket
i tryed unplugging phone and still no luck...
so i call plusnet... to basicly be told (you have tio run the test as and when we say) otherwise they wont pass it to bt
end of june as things carry on and getting worse a engineer comes out plugs his modem in for it to bring back erros
he told me the ports need charnging at the exchange and it could be done that day (whole sale PT) told the engineer he is NOT allowed to change the ports
so now im rather angry and call plusnet... to be told they cant do anything till they get the report
they get the report and pass it back to BT but they wont give me a ETA on this been sorted (IT BEEN 3 MONTHS for heavens sake!) surley im entitiled to a ETA
now im at the stage where it takes me 10 minutes to load a webpage... my modem says my line gives me 2.5meg but a speed test gives me 800K
whilst downloading AVG updates i got a amazing 400 BYTES whilst downloading windows updates i got a wounderfull 250BYTES
maybe someone can see why i would have a party over this? its about time i got a **** eta

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 11:55:14 GMT

not even 1pm and disconnected 6 times ..... thought this was suppose to be broadband

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 12:08:45 GMT

Hi warbleeder
Can you post your router stats please?

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 12:10:03 GMT

give me a few minutes

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 12:19:38 GMT

DSL Connection
Link Information

Uptime: 0 days, 0:20:57
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 2,432
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 22.65
Recorded Events

Time Message

Warning Jan 1 00:02:03 PPP link up (Internet) [81.174.173.133]

Info Jan 1 00:02:03 PPP CHAP Chap receive success : authentication ok

Info Jan 1 00:02:03 PPP CHAP Receive challenge (rhost = pcl-ag05)

Info Jan 1 00:02:02 PPP CHAP Receive challenge (rhost = ERX15.Sheffield2)

Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.1; downstream: 2432 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 6.0 dB, Up: 19.0 dB)

Info Jan 1 00:01:27 xDSL linestate down

Info Jan 1 00:01:19 xDSL linestate up (ITU-T G.992.1; downstream: 2464 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 7.0 dB, Up: 19.0 dB)

Warning Jan 1 00:01:48 PPP link up (Internet) [81.174.173.133]

Info Jan 1 00:01:48 PPP CHAP Chap receive success : authentication ok

Info Jan 1 00:01:47 PPP CHAP Receive challenge (rhost = ptn-ag03)

Info Jan 1 00:01:47 PPP CHAP Receive challenge (rhost = ERX15.Sheffield2)

Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.1; downstream: 2368 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 7.0 dB, Up: 18.0 dB)

Info Jan 1 00:01:28 xDSL linestate down

Info Jan 1 00:01:18 xDSL linestate up (ITU-T G.992.1; downstream: 2496 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 6.5 dB, Up: 19.0 dB)

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 12:20:39 GMT

ow and apprently i have internet connectiion but i am not (nor never have been) connected to a dns server

Connectivity Check
This page enables you to perform a connectivity check on an Internet service of your Thomson Gateway.
Choose an Internet service and click the button to launch the tests.

Internet Service to Check:

Test Results
Test Succeeded DSL
Test Succeeded ATM
Test Succeeded PPP
Test Succeeded IP
Test Failed Internet
Enabled/OKConnectivity to Gateway (195.166.130.36)
Disabled/Not OKConnectivity to DNS Server 1 (212.159.6.10)
Disabled/Not OKConnectivity to DNS Server 2 (212.159.6.9)

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 12:22:41 GMT

I would not worry about the DNS report, If Its a Plusnet router Its a known bug.

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 12:27:06 GMT

im not worried about dns
my main problem is that i keep losing synth and it been going on 3 months
and the fact when i try and load webpages it often comes up with time out makes it even worse
i had a engineer comes out on thursday who was willing to go to the exchange and put me stright onto new ports... pending whole sale agredd but they declined... money grabbers
so now i have a even bigger issue thats getting worse and worse and not been told a eta makes me even more angry

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 12:28:20 GMT

I think only Plusnet staff can help you with what you are saying, Your on a pretty long line though as It Is.

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 12:49:08 GMT

not realy its only 2 milies and getting nothing from plusnet at the mo
seems like i hit and dead end and im stuck here
i cant even get a copy of the engineers report (ive asked for 3 times)
apprently due n to data protection.... hows it been breached if i confirm secruity and its been sent to my plusnet email?

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 13:00:09 GMT

I'm not sure, Do you use Sky at all or a house alarm?

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 13:04:34 GMT

had sky put in last week but problem is from before then... plus net and the bt engineer have both said its down to the exchange... and that i need to be put onto new ports atthe exchange but (whole sale money grabbers) wouldnt let the engineer switch ports
so now im stuck with a problem thats getting worse and no1 will give me anyn idea of when it will be fixed

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 13:07:31 GMT

Hopefully a member of PN staff can shed some light on this for you when they are back on this forum next week, From what I have read PN can go above and beyond for customer satisfaction when needed.

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 13:15:20 GMT

to be fair... plus next aint the issue...
it bt but then again bt customer services did allways come last
here are the 2 reasons bt gave to the engineer as to why they wouldnt fix my issue
1. apprently my upload speed is higher than my download... and they wanted a copy of my usage of PN.... i spoke to PN staff and they said my usage is irrelvant
2. because i can keep a connection for more than 5 minutes its not a urgant matter
so yea i moaned a PN staff but so far they have been ok its bt who are the problem

Re: 3 months of hell and fed up

penfold — Sun, 03 Jul 2011 18:05:58 GMT

With an attenuation of 60dB, you are a resonable distance from the exchange... Sometimes phone lines take a long and convoluted route to the exchange. Sounds like the BT engineer, thinks you need a lift & shift, but the demigods at BT wholesale disagree..... I had this issue a while back,and BT went all around the houses until they agreed, and it took a persistant engineer to get them to agree.... Anyhow, it does sound like an intermittant line issue. Have you tried the router in the TEST socket behind the master faceplate? You are on the older 20CN equipment, and given the attenuation, have a pretty good sync speed. I am sure that if jojo or adam pick this up tomorrow, things will move along for you. PlusNet in their defence, are better than most, at getting these things fixed.

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 19:55:30 GMT

heres what the engineer has said
[internal]
Engineer Notes;
* Test and Demo with Mr Devonport
* Completed a full end to end Pair Quality test with no faults found
* Stable Sync maintained with JDSU unit
* EU reporting intermittent DCN fault. Contacted BTW from exchange for status check and suggested lift and shift to eliminate any port issues but btw advised that everything is testing ok and no lift an shift needed.
Only thing we can suggest is to book another appointment..Can't force BTW to do L&S however if port is not proved to be faulty.
Kind regards,
heres what i got off plusnet today
[Sms Message: Plusnet:
Can you please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm. If the fault is with your internal wiring or equipment you may be liable for the callout charge and/or cost of replacement hardware.]
at 5:32 PM
i tiold them only time is tomorrow as i start a new job on tuesday on 12 hour shifts 7am-7pm and i am not taking time off work when its a new job but PN told me tomorrow would not happen .... 3 months!

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 20:12:31 GMT

heres synth loss rate over last 2 days
Customer called to query disconnections, can see has disconnected 8 times today and 5 times yesterday

Re: 3 months of hell and fed up

penfold — Sun, 03 Jul 2011 20:33:45 GMT

Just to ask..... Are you currently in the Master Sockets test socket behind the removeable faceplate? If so, this eliminates any other house wiring.

Quote from: warbleeder
heres what the engineer has said
[internal]
Engineer Notes;
* Test and Demo with Mr Devonport
* Completed a full end to end Pair Quality test with no faults found
* Stable Sync maintained with JDSU unit
* EU reporting intermittent DCN fault. Contacted BTW from exchange for status check and suggested lift and shift to eliminate any port issues but btw advised that everything is testing ok and no lift an shift needed.

Interesting the engineer could keep sync with their ancient modems, but it does raise the question...... maybe you have a faulty router. Can you get access to try another. If not, PlusNet are usually happy to lend you a test unit. If all these things fail, then its very unlikely its your wiring or equipment, and very unlikely you will be landed with a £140 charge. your issue sounds similar to mine, dropped syncs, but engineers can find nothing wrong, despite D and E side pair swaps, remaking joints etc etc. A lift and shift cured it, and now I get very few sync drops, unless I manually switch off the router. The issue however did have to be forced, and my fault lasted circa around 7-8 months. Adam was an absolute star though and managed to get things sorted eventually.
For interests sake.... Adam or Jojo, what is BTs issue with being so reluctant to do a lift and shifts???

Re: 3 months of hell and fed up

Steve — Sun, 03 Jul 2011 20:34:04 GMT

I'm not sure why another engineer should be called out, The guy suggested the lift and shift but BTW says no, If you need another engineer out to tell you the same thing perhaps you could get a family member or a close friend In to your home to provide the engineer access?
Talk about hitting a brick wall below.

Quote
* EU reporting intermittent DCN fault. Contacted BTW from exchange for status check and suggested lift and shift to eliminate any port issues but btw advised that everything is testing ok and no lift an shift needed.
Only thing we can suggest is to book another appointment..Can't force BTW to do L&S however if port is not proved to be faulty.

Re: 3 months of hell and fed up

warbleeder — Sun, 03 Jul 2011 21:01:11 GMT

they are sticking me out that a second engi has to come out
i told them i can only do tomorrow as my shifts and new job... not good enough for them
they told me a engineer wont even dio the exchange work untill i make a appointment...
the engineer that cam,e out on thursday was happy enough to sort out the lift and shift there and then.... BWS refused....
bnow all i get is PN running round BWS like lost sheep and giving me the same crap over and over....
last house i lived in i had same problem... afew months and afew engineers later... a new phone line gt installed to my house and a new filter box on the wall it works...
im a computer engineer for god sake and i know full well its not my gear....
3 modems (even bought one from PN to prove it)
5 micro filters
8 modem cables
no sky and phone connected
allways plugged into test socket
and before i raised it as a fault i een asked for interleaving turned on and gave that afew days.....
also when i make/get a call my broadband slows down badly.... (allways has done dispite 5 micro filters)