Ticket #115090287 - line reset

[#1]

I logged a support ticket 48 hours ago which has not been actioned yet, my SNR has gone from 6 to 16 for some reason (no change if plugged into master socket or test socket).
Am I right in thinking I need a profile reset?
Thanks
Lee

[#2]

Hi Lee,
Sorry to hear about the issue.
I've just been running some diagnostic checks which don't show any obvious problems so we'll need our faults team to raise this with our suppliers.
Please bear with us and they'll get back to you soon.

[#3]

Thanks for your reply but can't the faults team just use the original fault ticket I logged on Wednesday #115090287 ?

[#4]

Our faults team will still pick your issue up on the ticket you've raised.
To raise this to our suppliers our Faults team use a different system.

[#5]

One week since I logged this ticket and nothing has been done at all, the only updates in the call say it has been assigned to the faults team.  Come on Plus net this is very poor service.