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No progress ticket no 126349439

polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

No progress ticket no 126349439

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.
35 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: No progress ticket no 126349439

 
  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?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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.




Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: No progress ticket no 126349439

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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.
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: No progress ticket no 126349439

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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.
Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: No progress ticket no 126349439

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.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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.
Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: No progress ticket no 126349439

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.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

Hi

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

Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: No progress ticket no 126349439

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

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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

Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: No progress ticket no 126349439

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?

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
polygor38
Grafter
Posts: 36
Registered: ‎17-03-2012

Re: No progress ticket no 126349439

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