No BB service for over 2 weeks. Do Plusnet care? 26192619
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No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 1:22 AM
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The support team agreed there was a problem but could not (did not) pin point it.
After many to and fro messages and ten days later, Plusnet asked BT to visit me. The BT engineer did not seem very competent but he agreed that there was indeed a fault as he could not get connected either. He did say that my local line was OK and that the fault lay with Plusnet.
It would appear that niether Plusnet or BT know what is going on and seem to be no nearer getting my BB restored. Two members of the support team have recently promised to look into this matter for me and get something done but I have heard nothing from either of them for 2 days even though they said they would keep me informed.
I have been very patient but am now getting desperate. Can anyone help?. What should I do next?
Paul
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 2:16 AM
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David
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 7:32 AM
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I'll pick this up when I get in to work and see whats happening.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 8:30 AM
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I'm not exactly sure what the BT engineer told you, however you clearly have an intermittent synch fault on your line looking at your radius logs and the tests which have been completed. Yes when the engineer atttended he may have gotten synch but I can see that clearly, despite what the engineer seems to have told you, there is a fault. Nothing on our side can cause intermittent loss of synch. That occurs between your premises and the exchange.
Your line may be synching first time, however it is not holding the synch and repeatedly drops.
I have asked the faults team to escalate this within BT for resolution.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 9:47 AM
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Did you have an 8M sync rate before the connection failed?
When it failed was the sync light going on and off at a 1-2 minute interval?
If you had access to your line stats was the attenuation less than 30dB?
I think something odd happens if the connection is "too good", I don't want this to descend to wild guessing but I would try different hardware, definitely.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 10:51 AM
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On Plusnets advice I reported the fault on 150 to BT myself in order to get a quicker response. Their line test showed no fault but explained that the remote line check is not always accurate so they have arranged for an engineer to visit tomorrow (Sat) morning.
Many thanks to the Plusnet team for taking up this on-going problem urgently.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 11:40 AM
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Hopefully we can progress this one quickly.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 2:41 PM
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It's probably a bit "naughty", but I have read several times that a good way to get BT to do something is to report a voice fault directly to them. Don't mention the broadband, just claim there's some occasional clicking and fizzing on the line during some calls. Allegedly they'll often swap you to another pair as a quick fix, which will frequently fix a BB problem too.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 2:46 PM
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Phil
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 3:13 PM
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Phil Richardson confirmed this in his post here
The SFI engineer is supposed to use the entire 2 hour window to perform tests if an intermittent fault does not present itself immediately.
B.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 3:23 PM
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Removed the faceplate and it went so replaced the faceplate and said it seems to be fixed and went.
Took 3 more appointments to more or less fix it.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 10:13 PM
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Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
05-09-2008 10:34 PM
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Will keep BTs nose to the grind-stone tomorrow if I can so that we get a good outcome.
Mind BT have swapped pairs so many times since I've lived here (25 yr) they must be running out of good pairs in my under-ground cable by now!!
Paulo
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
06-09-2008 1:06 PM
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It may be that they keep swapping you back between the same two faulty pairs
B.
Re: No BB service for over 2 weeks. Do Plusnet care? 26192619
06-09-2008 10:58 PM
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So back where we started.......life gets tedious don't it.
Paulo.
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