Transfer to 21C Network/REIN Problem

[#1]

Hi, looks like that's been bumped for you - hope things have improved since? Please let us know if not.
Likewise hope the engineer manages to get everything sorted for you.

[#2]

[UPDATE] Just received this update to my ticket,

Quote

I have been in touch with the REIN Team who have advised that they will have a further update on Friday for me. That doesn't rule an engineer coming out this week. The engineer believes that he has isolated some of the interference but we haven't heard back from him in around a week so we're pushing to see if we can get him back out ASAP.

Well no offence to the PN team but I think the REIN engineer is telling porkies. I've disconnected twice in the last hour or so. Here are the error stats from my router ;
Uptime: 0 days, 0:32:46
Error Seconds (Local/Remote): 22,297 / 0
FEC Errors (Up/Down): 0 / 4,049,475
CRC Errors (Up/Down): 0 / 4,122
HEC Errors (Up/Down): 0 / 231,754
Uptime: 0 days, 1:18:29
Error Seconds (Local/Remote): 22,322 / 0
FEC Errors (Up/Down): 0 / 10,930,106
CRC Errors (Up/Down): 0 / 4,150
HEC Errors (Up/Down): 0 / 231,765
I've also added snapshots of the graphs at this moment 18:50 hrs.
While I can accept PN are doing there best I'm tempted now to escalate this and complain to ofcom/trading standards as AFAIK the REIN engineer has not been near this area since 10th July.
[EDIT]
Uptime: 0 days, 2:26:30
Error Seconds (Local/Remote): 22,388 / 0
FEC Errors (Up/Down): 0 / 18,183,949
CRC Errors (Up/Down): 0 / 4,232
HEC Errors (Up/Down): 0 / 231,803

[#3]

If you set the ADSL mode to ADSL1 or ADSL2, not ADSL2+, would that avoid the higher frequencies which are affected by the interference?

[#4]

Tbh ejs doing that would "cure the symptoms" but not solve the problem. My frustration is not with Chris and the PN team but with the BTOR rein engineer.
On the 10th July a BTOR engineer and a REIN engineer attended to investigate. The BTOR engineer had been round previously and replaced my drop cable which cut out a lot of the interference so all I am seeing are the higher frequencies now, but that is still enough to cause high error rates and the occasional disconnect.
The BTOR engineer went up the pole and disconnected the drop lines to my neighbours one by one while I and the REIN engineer watched my laptop with dslstats running. At one point the error graphs dropped to ZERO and thus they were able to identify the premises in which the main interference is coming from. They reconnected the drop line and went round to the premises and tried to identify the source. AFAIK the occupier of the premises was willing to help but despite trying filters nothing happened to the error graphs until they once again disconnected the drop line inside the premises.After reconnecting the drop line the engineers then left saying they would be back the next day. They did not return and AFAIK they haven't been back because I see the same errors at the same times every day.
I can accept finding and solving REIN problems can take a while, but considering they have pin pointed the premises from where the interference is coming from, I would expect it to be just a matter of switching things off and on to discover what is causing the problem. Especially when the occupier is willing to help.  Then it would be up to the owner on how things go from there, especially if a filter is not enough and the item needs replacing/repairing.
My frustration comes from the REIN team saying the engineer has been working on the problem when I am seeing no change  
[EDIT]
Just to clarify, these errors are appearing any time between 17:00hrs and 23:00hrs . Outside those hours the errors are so small they barely register on the graphs. I do understand that REIN will always be a problem and that is what SNRM is there to take care of, but when the SNRM rises as high as 18db and my sync drops to below 10 when it is capable of 17 I am not happy.

[#5]

[UPDATE]
Still no sign of the REIN engineer  Quite a few disconnects over the weekend and error rates up high as can be seen in the graphs.  
Download speedachieved during the test was - 7 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 12.65 Mbps
Upload speed achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
-------------------------------------------------------------
DSL Connection
Link Information
Uptime: 0 days, 9:18:49
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 14,335
Data Transferred (Sent/Received) [GB/GB]: 12.85 / 49.70
Output Power (Up/Down) [dBm]: 12.4 / 0.0
Line Attenuation (Up/Down) [dB]: 14.4 / 27.5
SN Margin (Up/Down) [dB]: 13.6 / 7.6
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 80 / 0
Loss of Signal (Local/Remote): 9 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 23,979 / 3
FEC Errors (Up/Down): 0 / 93,815,338
CRC Errors (Up/Down): 107,899 / 706,265
HEC Errors (Up/Down): 37,324 / 699,019

[#6]

Can someone from PN post my radius graph for this weekend, thank you

[#7]

There you go
<img src="http://community.plus.net/visualradius/generated/image13751776489439.png"/>

[#8]

Thanks Chris, I've also noted your update on my ticket. I'm still struggling to understand how the REIN team have heard nothing back from the REIN engineer and can't even contact him. Even if he was ill he would still have to notify his employer :(. 
As for the radius graph I expected there to be more disconnects showing, especially friday and saturday night as it seemed that way at the time. The error rates are still rampaging at over 500,000 FEC/min and 4000 CRC/min. Even the HEC errors are high
Uptime: 0 days, 21:15:04
Error Seconds (Local/Remote): 65,289 / 19
FEC Errors (Up/Down): 0 / 441,151,616
CRC Errors (Up/Down): 510,839 / 3,340,559
HEC Errors (Up/Down): 176,836 / 2,998,337

[#9]

No problem.
I completely agree with you, it shouldn't be too difficult to get hold of the engineer. It's a case of waiting to hear back at the moment I'm afraid. I will keep pushing them to get some answers ASAP for you though.

[#10]

18:45hrs   Just tried to do a speedtest and got a terrible result. Was asked to sign on as speedtest@speedtest_domain , but when I did this I couldn't access the BTw speedtest site so I reconnected with my PN id. Now when I go to the BTw speedtest site I can start the test but then get this :
You appear to have not logged on as speedtest@speedtest_domain. In order to run the next test you should login as speedtest@speedtest_domain.
Please wait while you are redirected..
and its just hanging there, refusing to redirect me to where ever
[EDIT] Left it for 10 mins and did another test and speed back to about 9 Mb/s now, no idea what happened there
--------------------------------------------------------
You are currently connected to gateway ptn-ag02.
This is located in Telehouse North.
--------------------------------------------------------
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
12.6 Mb
---------------------------------------------------------
Download speedachieved during the test was - 3.27 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 12.65 Mbps
Upload speed achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
---------------------------------------------------------
DSL Connection
Link Information
Uptime: 2 days, 4:55:52
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 14,335
Data Transferred (Sent/Received) [GB/GB]: 19.81 / 67.16
Output Power (Up/Down) [dBm]: 12.4 / 0.0
Line Attenuation (Up/Down) [dB]: 14.4 / 27.5
SN Margin (Up/Down) [dB]: 13.6 / 7.0
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 80 / 0
Loss of Signal (Local/Remote): 9 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 174,731 / 63
FEC Errors (Up/Down): 0 / 1,362,599,189
CRC Errors (Up/Down): 1,580,208 / 10,330,906
HEC Errors (Up/Down): 547,108 / 9,490,502

[#11]

[UPDATE]
Still no sign of the REIN engineer   Errors are now so high dslstats has given up recording FEC errors lol
You are currently connected to gateway pcl-ag03.
This is located in City Lifeline House.
---------------------------------------------------
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
12.6 Mb
---------------------------------------------------
Download speedachieved during the test was - 9.61 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 12.65 Mbps
Upload speed achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
----------------------------------------------------
DSL Connection
Link Information
Uptime: 3 days, 10:33:11
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 14,335
Data Transferred (Sent/Received) [GB/GB]: 27.41 / 87.28
Output Power (Up/Down) [dBm]: 12.4 / 0.0
Line Attenuation (Up/Down) [dB]: 14.4 / 27.5
SN Margin (Up/Down) [dB]: 13.7 / 8.6
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 80 / 0
Loss of Signal (Local/Remote): 9 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 277,021 / 105
FEC Errors (Up/Down): 20,691 / 2,223,451,797
CRC Errors (Up/Down): 2,579,122 / 16,861,780
HEC Errors (Up/Down): 893,206 / 15,568,060
---------------------------------------------------
Per second Per minute Per hour  Per day
CRC Up 9.38       563 33774 810576
  Down 61.3       3680 220794 5299056
FEC Up 0       0 0         0
Down 42384 2543056 152583360 3662000640
ES         Up 0     0         0         0
Down 0.96   57.9 3474 83376

[#12]

[LATEST UPDATE]

Quote

It appears that the REIN engineer was out on 01/08/13 but couldn't find the source of the REIN. Unfortunately the REIN engineer is now on annual leave until 19/08/13. However he has informed his control that he will be out again the week commencing 19th. As such I'll check for further updates then.

This statement I find outrageous as both the REIN engineer and the BTOR engineer that were here on the 10th managed to isolate the building that was the main source of the interference, proven when they disconnected the drop wire to the house and my interference disappeared. How difficult can it be to find the electrical unit in one house that's causing the problem.
I don't believe he has been anyway near here since the 10th July, and to learn he is now on his holidays until the 19th I find hard to believe.
This problem has been ongoing now for 2 months since I started this forum thread, and will be 2 months on the 19th from when I opened the fault ticket.
I am not at all happy and get the impression nothing is actually been done in the hope I'll just accept not getting the best broadband possible.
Well after 3 months paying for this terrible service and now expecting an email to say I will be charged more, maybe it's time to move elsewhere.

[#13]

Hi gtowen,
Sorry about that 😕 I've passed the information on to the agent who's looking after your fault, but it's unlikely we'll be able to get anything further until the engineer is back as he's the only one that can add to the notes. I assure you we'll be chasing it and will let you know as soon as we do manage to get anything.

[#14]

[UPDATE]
Well the interference is still running wild, tried to watch some tv on the internet and couldn't cos the buffering was soo bad
Hope the REIN engineer is enjoying his holidays cos I ain't enjoying this broadband experience

[#15]

As far as I understand it's rare to get a REIN engineer at all, I'd sincerely hope they follow it through to conclusion having got this far.