Here we go, geting near the end now..
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- Re: Here we go, geting near the end now..
Here we go, geting near the end now..
02-05-2014 8:49 PM
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Rang the Plusnet line and listened to the top 100 from the 80's, got through and told my tales of woe, ( connection good for a week, goes off, Open Reach come no problem found x 4) you get the picture.
Open Reach say no fault found, its a Plusnet Profile software problem etc and the cycle continues, the odd threat of a bill from Open Reach to break the monotony.
The time before just now, whilst on the phone to Plusnet the modem synced as if by magic and was told this was a coincidence not a re connect from Plusnet.
Now a week later its been off since 3.00pm, on hold to support for 40mins and get through and the helpful chap puts me on hold while he checks the line and again by the magic of coincidence, it again re connects, I tried to wait on the line but my cordless phone had been off the charge base so long it shut off.
I really think Plusnet need to admit its a fault their end, I work 6 days a week and my limited free time wasted enduring the tedious Open Reach visits leaves a lot to be desired.
Can someone please reassure me the reoccurring fault is now nailed, and I would expect some free months use at least to make up for the wasted Open Reach visits, I have referred some people and I am wondering if I did the right thing.
Re: Here we go, geting near the end now..
02-05-2014 9:25 PM
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Is there any noise on the line? Try dialling 17070 option 2 the line should be silent.
I'd suspect that there is a bad joint in the line. In such circumstances the higher voltages passed down a line when it rings or is tested can temporially fix the problem. If you find the Internet drops again, try ringing your number and see if the modem resynchs. Unfortunately joint faults like this can be hard to locate.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Here we go, geting near the end now..
02-05-2014 9:36 PM
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Re: Here we go, geting near the end now..
02-05-2014 9:52 PM
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When you say a 'Plusnet Profile software problem', do you mean their downstream limiting?
Re: Here we go, geting near the end now..
02-05-2014 9:52 PM
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Quote from: Townman I'd suspect that there is a bad joint in the line. In such circumstances the higher voltages passed down a line when it rings or is tested can temporially fix the problem. If you find the Internet drops again, try ringing your number and see if the modem resynchs. Unfortunately joint faults like this can be hard to locate.
This is very good advice. If ringing your phone using a mobile (leave it ringing without answering for some time) restores/improves the connection that is a fact to give to engineer as it points to a poor joint somewhere.
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: Here we go, geting near the end now..
02-05-2014 9:55 PM
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The probability this is a PN issue is about the same as winning tonight's Euromillions.
Clearly this needs to be escalated within BT Wholesale and a SFI appointment made.
Re: Here we go, geting near the end now..
02-05-2014 10:31 PM
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Quote from: AndyH What makes you think the problem is PN's end?
When you say a 'Plusnet Profile software problem', do you mean their downstream limiting?
These are the engineers comments from Open Reach, after 4 Open Reach visits with no faults found the odds seem over whelming, when on the phone to support earlier he mentioned its a possible Plusnet profiling fault, perhaps I should do the lottery as well..
Re: Here we go, geting near the end now..
02-05-2014 10:39 PM
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There is no way in a million years a profiling fault would totally kill the connection. If it was there but very slow a profiling issue would be a possibility.
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: Here we go, geting near the end now..
02-05-2014 10:43 PM
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Re: Here we go, geting near the end now..
03-05-2014 6:49 AM
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Quote how come its been able to reconnect upon ringing support ?
Did you miss this?
Quote In such circumstances the higher voltages passed down a line when it rings or is tested can temporially fix the problem
Prrsumably this also happens when you call support
Re: Here we go, geting near the end now..
03-05-2014 9:28 AM
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Re: Here we go, geting near the end now..
03-05-2014 9:32 AM
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Staff are unlikely to be here over the long weekend
Re: Here we go, geting near the end now..
03-05-2014 10:03 AM
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Is your telephone line working ok? What happens if you do the 17070 (Option 2 - Quiet Line Test) - can you hear static or noise?
Can you give a little more info on your connection not working? Which modem lights are off? What are the errors in your router log?
Re: Here we go, geting near the end now..
03-05-2014 10:06 AM
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Quote from: MwEmpire I have no connection again this morning
Did you try ringing your phone as recommended?
As for 4 engineer visits and no fault found, that can depend upon what they are looking for and how hard they look. I have had numerous (4+) engineers visit, test the line from the phone end, stating no fault found. When the auto test system stated there was a fault they claimed the test system was faulty. Then I had an engineer who could be bothered, test the line from the cabinet - he immediately found the fault.
Line faults are not black and white, finding them depends on the weather, what you look for, where you look and how you look. The circumstantial description of your problem makes it most probably a bad joint.
Go on, give your home phone line a good long ring and see if that 'fixes' the problem without PN intervention.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Here we go, geting near the end now..
03-05-2014 11:51 AM
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The last visit which he had been booked to do a joint test didn't really go to plan, I mentioned the connection outside and a socket test both of those didn't really happen, he didn't check any wiring outside properly, he went outside for about 30 seconds.
I'm just getting a bit frustrated going round in circles, me doing my own line tests and checking connections isn't really what I planned for, trusting Open Reach to do this seemed the obvious route..
Every visit from Open Reach they seem to shift the blame, I have been happy with PlusNet but only when it works.
If ringing my line reconnects the Open Reach modem, what happens thereafter ?
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