Need explanation on line test
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Need explanation on line test
01-12-2015 9:51 AM
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I was told that an engineer will get in touch in the next few days but I want to know what will happen?
Any help will be appreciated.
Re: Need explanation on line test
01-12-2015 9:57 AM
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Re: Need explanation on line test
02-12-2015 8:19 AM
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It's a but difficult to answer the question - you've not said why you've raised the ticket, nor what kind if engineer will be in touch or why. The stats are not perfect, but the are not overly bad.
The report does not clearly indicate if this is a 20CN or a 21CN service (see here) but the max speed implies ADSL 1 modulation. The DS attenuation would set expectations of a synch speed of 6Mbps+ for ADSL 1 or 9Mbps+ for ADSL 2/2+ with a 6dB SNRM.
Your line is running at 9dB implying either spare capacity or (as suggesed by the line quality indicator being Amber) is being 'managed' to deal with line errors.
If the engineer in question is a BTOR engineer who requires access to the premises, you should have an appointment slot. If they don't require access (there's an external fault) then you are not likely to hear from them. The other possibility is its a PN faults advisor who will be contacting you to run some tests requiring you to connect / disconnect kit on the line.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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Re: Need explanation on line test
02-12-2015 8:51 AM
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The engineer still hasn't contacted me. The PN guy said I should receive a call on Monday. I will wait and see.
Thanks again.
Re: Need explanation on line test
02-12-2015 9:14 AM
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Is there an appointment on your ticket? See the link below.
@CRT - can you clarify what is happening here please? Has an exchange / external fault been identified, for which one would not expect a premises visit or BTOR contact with the EU - beyond the exceptional engineer going the extra mile to confirm with the EU (if they happen to be home) that all is well after the external fix? Is there a need for feedback to the CS agent?
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: Need explanation on line test
02-12-2015 9:33 AM
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This is the header on the jpg I posted earlier:
Thank you for your call today. I am sorry your broadband is still not working. This issue is currently being investigated by our faults team.
***INTERNAL***
Statement accepted.
Available throughout coming week, just notify via text message of time.
It doesn't actually say who will contact me via text. I just presumed it would be BT.
Re: Need explanation on line test
02-12-2015 10:56 AM
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Quote from: Townman The report does not clearly indicate if this is a 20CN or a 21CN service (see here) but the max speed implies ADSL 1 modulation.
Oh yes it does clearly indicate that it's on 21CN because the Upstream speed is (was) 991.The line might however be provisioned as ADSL1 with uncapped upstream. The Upstream errors seem to be the problem, the Downstream seems OK but that may be because of the elevated SNRM on the Downstream. The Upstream SNRM is rather low.
@mexicano
Is your phone line working? Can you hear/have you heard any audible noise on the line - crackles etc.? Use the Quiet Line Test 17070 option 2 if need be.
Re: Need explanation on line test
02-12-2015 11:01 AM
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Thank you for the CLUE I missed which INFERS the connection service rather than (as I suggested) CLEARLY stating 20 or 21 so as to make it easy for normal folk.
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: Need explanation on line test
02-12-2015 11:15 AM
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No problems with my line. No noise or crackling.
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