15db Noise Margin after years working at 9db.

[#1]

The noise chart from a few hours over night, remeber this did start with a noise margin at 15dB when the router connected to the exchange.
SW.

[#2]

Here's my noise margin over the last 24 hours - "now" is at the left.
Values shown to nearest dB.
(Green is downstream, blue is upstream)

[#3]

Basically still no change from PN, the CSC staff are treating this as if I have just opened this ticket for the 1st time and are completely ignoring the fact the 1st BT guy to visit the house is saying another BT guy with the right tools/knowledge needs to be sent to investigate:
[quote="latest reply from me"]So.
After BT fixed a line fault. I now have two symptoms that the line quality is not what it was previously.
[1] The SNR margin has increased to 15dB, PN have reset this twice. On both occasions, without having a line drop, the SNR margin was raised to 12 then 15db.
[2] The browsing experience is now poor, it pauses for unknown reasons.
The BT guy came to the house and acknowledged there *is* an audible click on the line. He does not have the tools to trace the source of this noise, hence he is stating a Broadband Engineer needs to be sent to investigate.
PN are not wanting to do as asked by BT to investigate the problem.
I am very unhappy with the responses to this ticket so far. Please escalate this issue to a senior member of staff.
SW

[#4]

Some progress, looks like the ticket has got to a person that is going to get a Broadband Engineer to visit, but it has taken a whole week of daily ticket tennis for PN to action a simple request.
SW.

[#5]

Oh Dear. Nope, PN have put the target margin back to 9dB without BTO actually having done anything according to the notes I can see.
Now a 3 to 4 day wait while the systems put the value back to 12 and then 15dB ... then we can start the loop again.
SW.

[#6]

I would telephone and talk through the last part of your issues - ask for it to progressed to networks - I've done this when network problems occurred. It worked for me. 

[#7]

It gets to somebody in BOT, while in that state, it seems somebody in CSC see it and goes 'I know how to fix this' and goes and gets the SNR target put back to 9dB.
Ticket 25861975 is now a text book case of people thinking they are being helpful and where a little knowledge is dangerous.
Sadly I now have asked to know the formal complaints procedure as this is just rediculous. Maybe a note over on TBB will focus somebodies attention.
SW.

[#8]

Hi godsell
I've flagged this to the faults team manager and we'll get this looked into for you.

[#9]

Yep, 60minutes after your post I have somebody making the right type of noises at least.

[#10]

Good stuff.
I know you're in capable hands with Keith

[#11]

It seems the CSC staff are trying to be 'helpful' before Keith gets to reply.
For this kind of query I have, the ticket mechanism/logic really does not work. I can fully understand now why PN have so much support for 'ADSL Speed Problems', some of this is clearly self inflicted though.
The ticket I have open has clearly passed the stage of 'check the customer hasnt done something silly' and 'has provided with reasonable means this is a line quality problem'. This ticket needs to be 'sticky' and stay in the BOT pool rather than go to the generic cut and paste parrot reply from the CSC.
SW.

[#12]

This ticket 25861975  now been unanswered for 2 full days.

[#13]

Just got an answer, really peeved at all this now.
The original ticket for this problem was opened at the end of April. So, nearly 5 months have elapsed in total. 
SW.

[#14]

I don't think that your latest ticket reply was unreasonable.
Either way, I've asked someone from the faults team to get in touch.

[#15]

The problem is what I could best describe as 'ownership'.
Earlier in the ticket, KH (I am using the initials of the name of the person in BOT as I believe we should not be using full names of CSC staff on the forums) stated we should try another router to see if we get the same problems and if we did then Pn would get BT sent out. We have tried another router, I get the same problem. Now we have done that still BT are not being called out ...
SW.