No progress ticket no 126349439

[#1]

Hi
I posted a query re: above at 11pm Tuesday evening and am still awaiting a response.

Could someone at PNet please look into this?

Thank you.

[#2]

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	25.8	41.0
SNR Margin:	16.5	31.1
Errored Seconds:	6	0
HEC Errors:	5
Cell Count:	1166	1855
Speed:	336	1034

Maximum Stable Rate (KBPS):	5696	Fault Threshold Rate (KBPS):	4556
Mean Time Between Retrains (Seconds):	39542	Mean Time Between Errors Upstream (Seconds):	7908
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	172

Your line was dropping a lot, the SNR has shot up high but you haven't yet had your line banded. Can you try a single disconnect/reconnect and see how it's performing?

[#3]

The router has been switched on and off a couple of times as requested by PN support to no avail.
I have a disabled child who relies on the internet and I'm concerned at how long this process is taking.

[#4]

I can see you've spoken to our support team on this and they've made some changes to your line to try and improve the service. I've got to say though that the fault ticket appears to have closed off a couple of hours ago, the questions were also not completed.

If you're continuing to have problems I would advise fully completing the fault checker at https://faults.plus.net answering all the questions.

[#5]

Please keep this fault open as I'm expecting a call from the Faults Team on Friday when I'm not at work and can respond fully.

[#6]

As above, there is no fault currently open. You need to go through the faults checker and answer all the questions. Until that's completed our faults team will not investigate.

[#7]

Have completed details yet again as far as I can see.

Perhaps you could give me their number please as I'm finding the whole experience very frustrating.

[#8]

Hello there. There isn't a direct number to reach our faults team, however if you complete the broadband troubleshooter as advised by Chris, a ticket will be raised with them and I'll pick it up tomorrow morning when I'm in the office.

[#9]

Hi
I've tried the phone troubleshooter 3 times now and keep getting an error message saying that the site us unreachable.
I have spoken to four PN staff already and am finding the lack of progress extremely tedious.

[#10]

I've looked into your account and it appears the fault closed off at 22:14 last night. Please could you run through the questions one more time at http://faults.plus.net and I'll pick it up today or tomorrow.

[#11]

Hi

I tried the troubleshooter again at 08:05 and got the same error message.

[#12]

I'm sorry to hear that. I'll complete it for you. The main checks are trying the test socket and a different router. Have you tried this?

[#13]

I have a SSFP socket. The rest socket is for testing a phone, not the router.
I don't have a spare router.

[#14]

We can raise a fault for you, but there could be potential engineering charges should the fault be caused within your property. I can see that you've received a router from us within the past 12 months, so if you're using that that would be covered under its warranty period. Have you tried unscrewing your master phone socket to determine if there is definitely no test socket?

[#15]

I understand the charge is 50GBP. I'm still awaiting a call from your Faults Dept.