As it happens
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As it happens
07-01-2014 2:04 PM
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Unfortunately none of the suggestions worked so this process ended with PN saying they'd do some line checks over the next 24 hours and if necessary send out the engineers. All good so far. I'm perfectly happy with that as a response.
So why this post? Well I see this sort of issue happening here on the forum with - well let's say mixed reviews. So, rather than wait and see what happens and then come here if it goes pear-shaped I thought I'd "blog" it here as it happens. Hopefully it will be a brief story with a happy ending. Stay tuned :).
Cheers
Re: As it happens
07-01-2014 2:41 PM
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Quote Our tests have found a fault with your broadband service.
So it's not me - which is nice
However my hopes that this would be a brief story seem to have been somewhat optimistic as the last update on my ticket timed at 12:37 today is:
Quote The next action on your Contact Us Ticket is due on Friday 10th January at 12:00pm. This ticket will remain open with the BOT - DSL Logged Faults - No Syn until this time.
Surely I must be misunderstanding this. Surely PN are not going to shelve this until Friday before doing anything further?
Re: As it happens
07-01-2014 2:43 PM
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The tests we've done so far are reporting no sync to the exchange.
Are you seeing any problems with your phone service?
Re: As it happens
07-01-2014 3:34 PM
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I'm slightly confused though. Are you taking ownership of this now? i.e. do I come here to YOU for responses or do I monitor my ticket. Don't get me wrong - I'll take help on this where I can get it as long as we don't end up talking cross purposes etc. and duplicating the process in several different places.
This confusion appears to be already happening because the two questions you've just asked were already asked by your online trouble-shooter. The answers I gave were:
The BB light is flashing and the phone is fine with a nice clear dial tone.
I'll just add here the other info that I've already given on this.
I've plugged the router into the test socket
My router is a MicraDigital F5D7630-4A-E but I've also tested with a Thomson TG585-V8 (borrowed for an hour from a neighbour).
Cheers
Re: As it happens
07-01-2014 3:49 PM
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Re: As it happens
07-01-2014 4:09 PM
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Shortly after your earlier reply my ticket was updated by Adam (Walker) with a page of test results.
A short while later he updated my ticket to say that the fault has been raised with your suppliers and that a response is "expected" within 72 hours. Oh well - looks like it's going to be Thursday rather than Friday but at least I know it's not just been shelved until Friday. If that was down to your intervention you have my thanks.
In the meantime a question: The word "expected" perhaps implies it's not guaranteed. What does your SLA with your suppliers say HAS to be their response time?
Re: As it happens
07-01-2014 4:22 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: As it happens
08-01-2014 10:13 AM
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Re: As it happens
09-01-2014 10:14 AM
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Re: As it happens
13-01-2014 4:44 PM
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All in all I'm happy with the good service I've received from both PN and BT. Thankyou.
Soon as I get a response to my (Saturday) update to my ticket I'll be happy for it to close.
Cheers
Re: As it happens
15-01-2014 11:03 AM
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If anyone's interested: The problem was a hardware fault at the exchange - so before it let the smoke out I was regularly getting a sizzling 5Mb/s but since the problem was fixed I'm getting around 3Mb/s. So my (ignored) ticket question was: Am I correct in assuming this should automatically rise over the next day or so or is it something you (PN) can resolve earlier?
(PS it's now 5 days since the fix with no improvement in download speed).
Re: As it happens
15-01-2014 11:51 AM
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Re: As it happens
15-01-2014 12:24 PM
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If I then look at "questions closed in the last seven days" there is no sign of it - all I get is two notices about payment and one dated two days ago saying "Bandwidth usage has been reset" - none of which have I seen before.
Re: As it happens
15-01-2014 2:09 PM
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"Dear whistler,
I've requested an SNR reset for you which will allow the line to retrain at its best possible speed now the connection fault has been resolved, that should improve the speed by around mid afternoon - please let us know how it goes, thanks.
Kind regards,
Matt Taylor"
Re: As it happens
15-01-2014 3:20 PM
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Just by the bye - my next door neighbour (who incidentally has his router several sockets away from the main socket) gets a regular 6+Mb/s - that's hardly fair is it
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