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Fault Threshold Breach - Ticket ID: 34090075

lunarjetman
Grafter
Posts: 59
Registered: 31-07-2007

Fault Threshold Breach - Ticket ID: 34090075

Would it be possible for a plusnet rep to help out with my ticket id 34090075?
On 30th June my line suffered a huge amount of retrains over an extended period of perhaps and hour or more. The net result being that I am now syncd below my Fault Threshold Rate (FTR 3200Kbps, current sync 2656Kbps) and can't sync above it.
I tried to use the fault wizard but it didn't like Chrome (I think) so I raised a ticket manually (#3404908Cool. In there a CSC rep acknowledged that I was below the FTR, got me to answer a set of questions and then asked me to use the fault wizard which I duly did (with Firefox) to create ticket #34090075. I even uploaded some info from my router which showed that on 30th June my line continued to flap/retrain even after the noise margin was raised to 12db.
The fault ticket has been returned to me today with a note that the line is fine and a request that I do three speed tests. I'm concerned that the info I'm providing on the tickets isn't been taking into account during the diagnosis. For example, I don't understand how the analyst returned the ticket to me today saying all was fine when the woosh test he did clearly shows the line is below the FTR. My router is connected directly to the master socket via a filtered face-plate using a short, shielded, twisted-pair cable and I have no telephone extensions.
Could someone please help chivvy this along? I'll be away for a fortnight from Saturday and I'm worried that the further we get from the point the fault occurred the harder it will be to find it.
Thanks in advance.
7 REPLIES
lunarjetman
Grafter
Posts: 59
Registered: 31-07-2007

Re: Fault Threshold Breach - Ticket ID: 34090075

Anyone on the morning shift prepared to take pity on me?  Smiley
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Fault Threshold Breach - Ticket ID: 34090075

Hi lunarjetman,
I've spoken to someone on the faults team and they're going to get this raised for you. Have you/are you able to try a different router at any stage?
Jojo Smiley
lunarjetman
Grafter
Posts: 59
Registered: 31-07-2007

Re: Fault Threshold Breach - Ticket ID: 34090075

Many thanks Jojo, much obliged.
I can swap over to a spare Netgear that I have if you want, though I suspect with my noise margin set to 12db it won't sync above the FTR. I didn't want to swap it over in case it muddied the water whilst faults were in the middle of something. If you confirm that you need me to do it I will.
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Fault Threshold Breach - Ticket ID: 34090075

Yes, It would be good if you did, because they can't come back saying we haven't tried that option.
Jojo Smiley
lunarjetman
Grafter
Posts: 59
Registered: 31-07-2007

Re: Fault Threshold Breach - Ticket ID: 34090075

I've connected the Netgear up and it's syncd at 2176Kbps with a noise margin of 12db. So that's 500Kbps slower than my usual router (BT Business Hub 2700HGV), and 1100Kbps below the FTR. Does that put me on a 1.75Mbps profile?  Sad Is it OK if I switch straight back?
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Fault Threshold Breach - Ticket ID: 34090075

yes, you can switch straight back.
Jojo Smiley
lunarjetman
Grafter
Posts: 59
Registered: 31-07-2007

Re: Fault Threshold Breach - Ticket ID: 34090075

Thanks, tis done.