Continuous unresolved faults
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Continuous unresolved faults
08-12-2014 11:56 AM
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After a previous post I made showing CRC errors spiking on incoming phone calls, on saturday morning i had 4 quick resyncs with massive errors. I am now being monitored by PNet and should have test results within the next 24 hours. The problem is that the tests are done and only show a snapshot of the line condition at the time of the test, which could be done when the line now appears stable.
I have therefore added an attachment to show the telnet data regarding the actual situation on an ongoing basis rather than a snapshot line test.
I have reported corrosion in the joints in the pole to my house (over a year ago) that definitely causes sporadic problems especially in wet weather. I have reported that the BT engineer when moving my line to another cable further up the road stated " I don't know how long that will last because the cable i just paired you to is faulty".
My speed is never raised after a stable period it only drops. This never happened before. If I was on a decent stable connection for over 3 days the DLM would raise my speed and adjust my profile accordingly. My last stable connection speed was 2528kbps and was that speed for over 8 days. and the suddenly it dropped via an overnight resync on the 5/6th dec. Later that day i had 4 resyncs in 7 minutes until it finally settled again at 2240kbps. Unfortunately it also dropped my profile to 1.5mbps where I am still at. My telnet data shows that in the lsat 1day 8 minutes I have had 8 Loss of Signal and over 48 million FEC errors.
I need the obvious corrosion faults and faulty cable fixed not patched, I need the HR problem resolved but get no joy from BT engineers when they call, .All they do is patch. What can I do? I have also asked PN about what advantage I would have in getting these problems FIXED if i went to PN for line rental versus my current provider BT, but do not really understand if I would get the faults rectified as PN also use the same engineers from Openreach.
Anyone got any advice at all ?
Re: Continuous unresolved faults
08-12-2014 12:06 PM
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Re: Continuous unresolved faults
08-12-2014 2:53 PM
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I can see you've raised a fault through to our faults team and they'll be in touch as soon as possible.
With regards to moving the phone to us it would only really make a difference if the issue was only with the phone.
In cases where incoming calls are causing errors on the connection we treat these as a broadband issue rather then a phone issue.
Re: Continuous unresolved faults
08-12-2014 11:26 PM
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If you have rental with another company, some broadband faults never show as a phone fault although it's clearly a line problem and I have seen Plusnet say to customers they must go to their line rental provider who of course doesn't want to know about broadband faults
The only disadvantage at present is that you don't get the free call divert if your phone line is out of action. However there may be a way of getting round that problem
Re: Continuous unresolved faults
10-12-2014 9:00 AM
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Well what is it I am supposed to do? Have PNet raised the fault to BT and booked an engineer? Am I supposed to follow this up with BT without any PNet reference number to quote or what? Sorry but the brevity of information is not satisfactory as to what the course of action is and who does the action or follow up.
As a side note to this I called BT yesterday to tell them I wanted potentially to cancel my Line rental with them and when asked why, I explained the pingpong ball feeling I was experiencing being bounced between PNet and BT regarding the obvious faults on my line and condition of corrosion etc. They said they would send an engineer on friday to check connections on poles (not sure how far along the exchange to house route they will inspect). I do not know if my report to BT is the one PNet are referring to or whether PNet have raised a PSTN fault seperately. The PNET response tells me absolutely nothing.
I have not written this response on the ticket as I am told that if you add "Additional Information" to the bottom of an ongoing ticket, then the ticket goes to the bottom of the pile !!
Would a PNet person like Chris or Mathew please be kind enough to look into my questions raised above. I would be most appreciative.
Re: Continuous unresolved faults
10-12-2014 10:42 AM
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Unfortunately, it is you that has to pursue the PSTN fault with your supplier (BT in this case). Quite a neat idea to say you are going to move the service, that has got some response, but it doesn't always work and you do get the "ping-pong" effect, it's not always a good idea to mention the broadband. Always best to egg up the intermittency of the line fault, crackles on the line, occasionally can't hear the person you called etc.
Hopefully Matthew or one of the other CRT guys will be along and double check the meaning of "PSTN Fault raised".
Re: Continuous unresolved faults
10-12-2014 1:53 PM
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I do agree that we could have worded that message better. Just to confirm our records show that you have a open phone fault with your phone provider.
Unfortunately we can't investigate or test further while this is open. You'll need to either get them to resolve it or close it before we can proceed.
Re: Continuous unresolved faults
10-12-2014 9:22 PM
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Re: Continuous unresolved faults
11-12-2014 10:13 AM
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It appears that nothing was done upto the point of the only test on Tuesday and again "appears" that PNet used the reason of my call to BT, which was late Tuesday afternoon, to then state nothing further could be done until the BT fault had been looked at. It does not look like any monitoring was done, that a test late on Tuesday (after I had called Pnet that afternoon to ask where my results were after 72 hours, was the only action taken.
With a BT engineer apparently looking at the line sometime tomorrow (Friday) and no reference or work order number provided to me by BT, that I am in the lap of the gods if the BT guy does his testing or not turn up . It is not a home visit by BT but a check on jointing and line condition so i will not know if he/she attends or not. What will happen then?
Re: Continuous unresolved faults
11-12-2014 10:28 AM
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I'm guessing that you had a Visual Radius graph posted on your ticket - that is generally what they mean by monitoring, but they can also look at the DLM history - that ought to be on the ticket, as well as do an xDSL Status Check. They can't do the full Copper Line Test (CLT) as the line rental is with BT. They have limited test capability when they aren't the rental provider.
Re: Continuous unresolved faults
11-12-2014 11:14 AM
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See the attachment.
Re: Continuous unresolved faults
11-12-2014 11:23 AM
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I would say something pretty strong along those lines, as this messing about will go on for ages. Make sure it's written down.
Re: Continuous unresolved faults
12-12-2014 8:19 AM
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Not quite sure how to handle the BT visit on Monday as most of the evidence I have of an intermittently faulty line is based on the data I get from my broadband connection. e.g CRC spikes on incoming calls, resyncs after heavy rain. There is no real noise on my phone,when I do hear some it's not very loud, so without broadband and DSLstats data there would not appear to be any major faults.
Re: Continuous unresolved faults
12-12-2014 8:22 AM
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Re: Continuous unresolved faults
12-12-2014 8:52 AM
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Edit: Any noise on the phone line indicates a bad connection - Don't let them give you the run around make it very clear you are reporting an intermittently noisy phone line and the issue has been going on long enough.
You should find most Openreach engineers quite happy to look for these faults. Only rarely to you get a difficult one.
If you get one that just picks up the phone and says I can't hear any noise and is about to go - ask "so what are you going to do?" If the response is "report No Fault Found" my immediate response would be "well why aren't you getting your Hawk Test box out or whatever the modern equivalent is and looking for the poor connections that way?" That would imply you have some knowledge.
If you get a response along the lines of "because I don't think it's needed" the I'd tell them "I intend to make a formal complaint then"
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