15db Noise Margin after years working at 9db.

[#1]

This issue is still not resolved. Ticket number is 25861975.
PN staff are now asking if I would like to moved to a fixed rate 1Mb connection.
Hmm, let me see, my complaint is that I have lost 1Mb of sync speed after BT did some work on the line and now PN suggest I should loose another 1Mb ... seems like a recipe for success to me.
I would be grateful if a member of PN staff would PM me the names of Senior Staff in the CSC and the Manager of the BOT Staff in particular, it seems letters by registered post are needed for this one.
SW.

[#2]

Quote from: Paul03

The process for faults is the same whether you're with BT Retail or PN.

In some respects yes, but not all.
I don't know about the PN phone service but I do know that there are differences between BT and some other providers in what a customer can do.
In particular you can trigger an automated test  from a BT web site page if it's a BT retail phone line which will then raise a fault into their systems (you provide contact details etc. online); I don't know if PN or any other provider has this facility. I actually did it recently on behalf of someone else and it was very effective. 

[#3]

Hi SW.
I've been in touch with the manager of the Business Support team and I've asked him to ensure that your fault is given the necessary attention that it deserves.

[#4]

Quote from: godsell4

I would be grateful if a member of PN staff would PM me the names of Senior Staff in the CSC and the Manager of the BOT Staff in particular, it seems letters by registered post are needed for this one.

Some links
Going back a bit: http://community.plus.net/forum/index.php/topic,24242.0.html
http://www.plus.net/support/customer_service/contact_us/code_of_practice.shtml#12

[#5]

Quote from: Jameseh

... asked him to ensure that your fault is given the necessary attention that it deserves.

James,
Given your post was at about 15:00, I had a reply from Mr AK at 15:28 the response is copied below:

Quote

Dear Mr SW, BT do not have to ensure the line quality guarantees a certain SNR or lower. Whilst I appreciate that you have lost 1Meg in sync speeds, this does not take it below the fault threshold rate of 1382kbps which is when they would investigate if the downstream sync speed has dropped below that. As per my colleagues previous comments, if you wish us to try lowering the SNR to 9dB we will request this for you. However, this is on the agreement that if the Dynamic Line Management increases the SNR in order to keep it stable, we would not be able to do anything further on this. Kind regards, AK

Do you think this reply is due to your prompting or just a coincidence?
SW.

[#6]

Wife complained this evening about some sites timing out and having to click twice to get a page/site to load.
I pick up the phone handset, dialled the quiet line test, could here faint short rapid clicks on the line, in the order or 2 or 3 clicks per second.
Any thoughts on this now ... I would guess crosstalk from a neighbours adsl, I tried various filters at the test socket, could still here the noise.
SW.

[#7]

Quote

Dolphins (and other toothed whales) can produce high pitched clicks.

Alternatively, how about something like an electric fence with an electromagnetic gadget to convert a low voltage into a high voltage, low current that can be used to frighten the cows etc.

[#8]

Quote

in the order or 2 or 3 clicks per second.

Quote

Alternatively, how about something like an electric fence

Electric fencers only click every 2 - 3 seconds not two to three per second.
farmer and PC specialist.
Ian

[#9]

This issue is not completely sorted, hoping that the DLM will reduce my SNR target to 9db in a few days time.
Since July 2008, my speed had dropped and PN could not be bothered to argue with BT about it.
My neighbour had his ISP get BT out a few days ago to do work on the line, as a result my speed has jumped up again and expect to to be back to 2.5Mb after the DLM figures out the line is better.
My neighbour is with one of the low cost suppliers who, we are led to believe have poor customer support etc, well this time they succeeded where my premium ISP failed.
Yours a disappointed customer.

[#10]

If you had a clicking noise on your line  why did you not report it has a voice fault to BT?
I got my low download speeds corrected after being given the run around by plusnet for months  BT corrected the fault within 30 seconds
If it happens again give it a try but dont say anything to BT about slow internet access, they will just tell you to phone your isp
Puddy

[#11]

Quote from: puddy

If you had a clicking noise on your line  why did you not report it has a voice fault to BT?

I am with PN for my phone line too, so I have to go through PN for phone and ADSL issues.
BT did some out twice, did nothing on both occasions, got standard replies from BT, PN couldnt be bothered to argue with BT, we were in 'the computer says No ..' territory.

[#12]

Quote from: godsell4

I am with PN for my phone line too, so I have to go through PN for phone and ADSL issues. BT did some out twice, did nothing on both occasions, got standard replies from BT, PN couldnt be bothered to argue with BT, we were in 'the computer says No ..' territory.

I see!
I left BT once and when my phone line went down 6pm on a friday there call center closed at 5:30pm  and did not re-open until monday at 9.30am
Called my phone company on monday they had to call BT.  BT called my phone company and my phoned company called me a weeks worth this happening i gave up the will to live
I was without a phone for week in the end.
So I rejoined BT a week later it wasnt worth the hassle to save £1.00 a month and I will never leave BT again

Puddy