CSC Agents not answering the right question

[#1]

Um, no the target SNR for my line is currently 12dB. If I reset my line, the SNR I see will be 11 or 12dB, then overnight the actual SNR is as shown in the diagrams attached.
The SNR you see on my line right now if jumping between 4 and 6dB. If I were to reset my line now, it would likely sync below the 2272kb/s needed for a 2Mb BRAS setting.
This is one of the same mistakes all the CSC staff are making on this ticket too.

[#2]

HI godsell4,
I've been liaising with one of our faults guys about this, talking about possibly getting an engineer out. If we do arrange that you'd need to make sure you're in the test socket when he comes, or he might try to point to internal wiring. Are you happy for us to pursue this for you?
Jojo

[#3]

Sure, an engineer visit is fine. If I need to be there, the Friday would be best as I am away on business, otherwise my Wife can be there when needed.
Please update my ticket, also, please try and copy/paste exactly the information given to BT so I can sing the same tune.
Also, they need to bring an excavator to be able to reach the two points where the line has been 'repaired' by previous BT engineers!

[#4]

HI godsell4,
An engineer's been booked now for between 8am-1pm on Friday.
Jojo

[#5]

Thank You. Yes I have an SMS too.
Speedtest done as requested. Image attached.

[#6]

Last nights logs

[#7]

The SFI2 guy has been and gone, I believe they were genuinely trying to be helpful and performed all the tests he could, so I cant fault that. Of course, the problem is worse as night falls and potentially when there is heavy rain, but I cant really confirm the rain theory right now as there has not been enough of it.
However, with it being a clear day with a light blue sky, as expected, all his results indicate there is no problem.
I can fault their training, as a part of our chit chat, it was clear they did not understand the difference between exchange contention and the adsl sync speed. Yes of course they both result in poor speed test results, and I think this is also a common problem I have seen in all CSC replies to my ticket by PlusNet.
Where do we go from here assuming you get the same status information from BTO?

[#8]

Hi godsell4,
I've reviewed your fault today.  The engineer notes suggest that the line was tested ok and all checks passed.  As you say this could be down to the weather conditions.
I'd just like to confirm, have you tested your line with an alternative router?  I've looked back through this thread and your ticket to see if there has been any confirmation of this previously but couldn't see anything.  Apologies in advance if i missed it.

[#9]

Alex,
Yes, got your voicemail thanks.
In 2008, when I had the same problem, I did try a BT 2Wire router too, it had the same problem as the Netgear. I still have the 2Wire router.
If you feel one of the Thomson routers PN uses as standard would be better to use, as it is supported by routerstats, and it is a device PN 'know and love', please go ahead and send me one on loan to investigate this problem.
See attached for how routerstats saw my line quality at the time when the SFI engineer had just finished his testing. So his equipment apparently could not see this varying SNR as shown after 11:39. We can see that he disconnected the phone line at 11:13. So unless the noise started immediately after he stopped testing, we could assume the noises we see after 11:39 was also present while his test equipment was connected from 11:13 to 11:39 and so should have seen the same varying levels of noise too. Yes understood this is a part of why you want to try a different router.
But still his test equipment gave a little coloumn of green symbols and this meant the 'line was good'.

[#10]

And tonight as night falls ... clearly a healthy line.

[#11]

Saturdays logs looked followed the usual pattern.
On Sunday, I thought I would plug the 2Wire router in and see what it thought, before I did, I looked at the current stats and they looked noise free.
The 1st image shows the SNR up until about midday. Looks clear.
Now at nearly 11PM, the 2nd image shows things are on the downward trend again.

[#12]

And overnight, the whole pattern returns.

[#13]

Unusual behaviour today, the SNR actually rose a little as night fell. Also some sporadic large dropouts today, not enough to cause a re-sync though.

[#14]

Last night at 23:01 something just let go, and sync was lost.

[#15]

I've just given the ticket a nudge for you, should be updated shortly.