Chris Petitt
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Chris Petitt
10-04-2013 5:04 PM
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Does any member of Plusnet staff know when Chris Pettitt will be around. He took personal ownership of my question a while back and promised me an update last Friday but I've had no contact from him since.
Thanks
HughA
Re: Chris Petitt
10-04-2013 5:04 PM
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Re: Chris Petitt
10-04-2013 5:09 PM
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Its not urgent as the line is stable at present. I'm happy to wait for his return, it would save you having to read back through the whole history.
Regards
HughA
Re: Chris Petitt
10-04-2013 5:15 PM
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Your line is in a training period so you may see the odd disconnection. If there is no improvement though we'll need to push this pack to our suppliers.
Re: Chris Petitt
10-04-2013 5:55 PM
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Upstream speed is normal again but I had to force a resync to get it back up. Unfortunately the lift and shift doesn't seem to have solved the root problem of the upstream SNR falling by 6 or 7 dB when I use the phone. This sometimes causes a disconnection. I guess its a problem I may well have to live with but eventually the disconnections cause my downstream SNR to rise and my already low speed to drop. Then I ask for an SNR reset but I'm told the fault must be investigated first and so the cycle starts again! Before the latest batch of disconnections my downstream had been running for several weeks with a 3dB margin. Can you suggest a way forward?
Regards
HughA
Re: Chris Petitt
10-04-2013 6:45 PM
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Re: Chris Petitt
11-04-2013 2:23 PM
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Re: Chris Petitt
11-04-2013 3:04 PM
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No disconnections today but the Upstream SNR is still affected by the phone, I've attached a RouterStats capture covering a phone call today and showing the SNR reduction. To be honest I'm not sure that BTw will do much more if the Lift and Shift didn't fix it. Chris Pettitt mentioned that additional work at the exchange was to take place last Friday, do you know if this happened?
Regards
HughA
Re: Chris Petitt
11-04-2013 3:12 PM
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Have you tried another modem/router?
Re: Chris Petitt
11-04-2013 3:28 PM
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I'm on 21CN ADSL2 using a PlusNet supplied TG582N. Had the same problem with previous Philips router. To date the following work has been undertaken to try and solve the problem. New router, different phones, different filter, new master socket, new cable from master socket to pole, swapped to a different pair in cable to exchange and finally a lift and shift at the exchange. Just about run out of options now apart from switching to Virgin cable, but I'm not that desperate!
Re: Chris Petitt
11-04-2013 3:34 PM
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Re: Chris Petitt
11-04-2013 3:37 PM
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It might be worth checking that the Lift and Shift actually had the Shift to another port?
Re: Chris Petitt
11-04-2013 5:15 PM
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Re: Chris Petitt
12-04-2013 9:10 AM
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I'm now back from being out of the office. I've just taken a look at your connection and can see that for some reason, your upstream speeds have been capped. I've placed an order for it to be uncapped again. The order should complete at the latest of Monday. I'm going to update your ticket within the next 30 minutes with further information with regards to the Lift and Shift.
Re: Chris Petitt
12-04-2013 10:12 AM
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I had my upstream uncapped once before and it caused the connection to be very unstable so it was recapped. I suspect the problem with uncapped upstream was in part due to the upstream SNR problems with the phone use which still seem to be present.
Regards
HughA
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