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Red Light Indicates Doors Are Secured
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Red Light Indicates Doors Are Secured
30-05-2012 1:08 PM
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Hi All,
I'm having some connection problems at the moment, and I thought that as well as going down the official route (help call, leading to the inevitable pantomime of frustration and disappointment), I'd also take a more scenic detour through this forum; it seemed full of really helpful, pleasant and remarkably knowledgeable folks when I dropped by yesterday.
See the attached picture below, of the Red Light of Denial on my router. Basically, I can establish a DSL connection, but not an Internet connection. This is also shown on the attached screenshot of some router stats.
This was 10 days ago. It was working fine, then suddenly ... nothing. Put in a help call, Plusnet prodded my broadband with a stick and it came back on. For one day. Then exactly the same thing happened again. I was online and then ... nothing. It's been off now for 7 days. Plusnet suggest an engineer visit, which organising is becoming like trying to herd cats. I've included some line stats below, which I'm not that versed in but suggest (possibly) rather a lot of errors for a line of adequate SNR and attenuation. Someone here that is more fluent in these stats may be able to tell me that, actually, it's noisier than Motorhead at Wolverhampton Civic Hall in 1985.
This problem remains constant. The DSL connection never drops, but there is never an internet connection. It's almost as though I've mistyped my password; but I haven't. It also does not work with either bt_test@startup_domain or bt_test_user@plusdsl.net accounts. Also I have tried:
* 3 different routers
* Both phone sockets in the house
* 5 different filters
* 4 different modem to phone connector leads
* Pulling out hair
but the problem still persists with exactly the same symptoms.
Anyone here with any advice, or able to wave their magic wand over it all with a cheeky "Accio Broadband"? Because in the words of Shania Twain, "Man, I feel like a Muggle".
Many Thanks
Garren
Line Stats
# adslctl info --stats
adslctl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 0
Last initialization procedure status: 0
Max: Upstream rate = 17869 Kbps, Downstream rate = 5268 Kbps
Bearer: 0, Upstream rate = 444 Kbps, Downstream rate = 4758 Kbps
Link Power State: L0
Mode: ADSL2+
TPS-TC: ATM Mode
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 5.8 14.3
Attn(dB): 38.5 21.4
Pwr(dBm): 19.1 12.2
ADSL2 framing
Bearer 0
MSGc: 59 24
B: 148 18
M: 1 2
T: 1 2
R: 12 12
S: 0.9954 2.6667
L: 1294 150
😧 32 8
Counters
Bearer 0
SF: 839322 678752
SFErr: 1085 0
RS: 54555832 3182716
RSCorr: 4294583 39
RSUnCorr: 11604 0
Bearer 0
HEC: 0 0
OCD: 0 0
LCD: 0 0
Total Cells: 0 14206975
Data Cells: 2 4504
Drop Cells: 0
Bit Errors: 0 0
ES: 858 0
SES: 4 0
UAS: 84 84
AS: 13576
Bearer 0
INP: 1.00 2.50
INPRein: 0 0
delay: 7 5
PER: 16.17 20.00
OR: 32.14 12.00
Bitswap: 1877/2008 68/68
Total time = 4 hours 7 min 23 sec
FEC: 4629401 39
CRC: 1150 0
ES: 858 0
SES: 4 0
UAS: 84 84
LOS: 0 0
LOF: 0 0
LOM: 0 0
I'm having some connection problems at the moment, and I thought that as well as going down the official route (help call, leading to the inevitable pantomime of frustration and disappointment), I'd also take a more scenic detour through this forum; it seemed full of really helpful, pleasant and remarkably knowledgeable folks when I dropped by yesterday.
See the attached picture below, of the Red Light of Denial on my router. Basically, I can establish a DSL connection, but not an Internet connection. This is also shown on the attached screenshot of some router stats.
This was 10 days ago. It was working fine, then suddenly ... nothing. Put in a help call, Plusnet prodded my broadband with a stick and it came back on. For one day. Then exactly the same thing happened again. I was online and then ... nothing. It's been off now for 7 days. Plusnet suggest an engineer visit, which organising is becoming like trying to herd cats. I've included some line stats below, which I'm not that versed in but suggest (possibly) rather a lot of errors for a line of adequate SNR and attenuation. Someone here that is more fluent in these stats may be able to tell me that, actually, it's noisier than Motorhead at Wolverhampton Civic Hall in 1985.
This problem remains constant. The DSL connection never drops, but there is never an internet connection. It's almost as though I've mistyped my password; but I haven't. It also does not work with either bt_test@startup_domain or bt_test_user@plusdsl.net accounts. Also I have tried:
* 3 different routers
* Both phone sockets in the house
* 5 different filters
* 4 different modem to phone connector leads
* Pulling out hair
but the problem still persists with exactly the same symptoms.
Anyone here with any advice, or able to wave their magic wand over it all with a cheeky "Accio Broadband"? Because in the words of Shania Twain, "Man, I feel like a Muggle".
Many Thanks
Garren
Line Stats
# adslctl info --stats
adslctl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 0
Last initialization procedure status: 0
Max: Upstream rate = 17869 Kbps, Downstream rate = 5268 Kbps
Bearer: 0, Upstream rate = 444 Kbps, Downstream rate = 4758 Kbps
Link Power State: L0
Mode: ADSL2+
TPS-TC: ATM Mode
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 5.8 14.3
Attn(dB): 38.5 21.4
Pwr(dBm): 19.1 12.2
ADSL2 framing
Bearer 0
MSGc: 59 24
B: 148 18
M: 1 2
T: 1 2
R: 12 12
S: 0.9954 2.6667
L: 1294 150
😧 32 8
Counters
Bearer 0
SF: 839322 678752
SFErr: 1085 0
RS: 54555832 3182716
RSCorr: 4294583 39
RSUnCorr: 11604 0
Bearer 0
HEC: 0 0
OCD: 0 0
LCD: 0 0
Total Cells: 0 14206975
Data Cells: 2 4504
Drop Cells: 0
Bit Errors: 0 0
ES: 858 0
SES: 4 0
UAS: 84 84
AS: 13576
Bearer 0
INP: 1.00 2.50
INPRein: 0 0
delay: 7 5
PER: 16.17 20.00
OR: 32.14 12.00
Bitswap: 1877/2008 68/68
Total time = 4 hours 7 min 23 sec
FEC: 4629401 39
CRC: 1150 0
ES: 858 0
SES: 4 0
UAS: 84 84
LOS: 0 0
LOF: 0 0
LOM: 0 0
Message 1 of 7
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6 REPLIES 6
Re: Red Light Indicates Doors Are Secured
30-05-2012 1:34 PM
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Hi GarrenT,
I've one of our faults team looking at this for you now.
Jojo
I've one of our faults team looking at this for you now.
Jojo
Message 2 of 7
(662 Views)
Re: Red Light Indicates Doors Are Secured
01-06-2012 12:00 PM
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Thanks Jojo,
your intervention seems to have jump-started your technical team back into action. I no longer require an engineer visit because "...there is a failure with the exchange equipment that now needs to be investigated for(sic) a specialised team". Also "The specialised team will be updating us further within 24 hours and is the best step towards resolving the highlighted issue...".
I was beginning to see some possibility of getting my broadband back.
However, 43 hours, not 24 hours later, I receive the following update: "Diagnostics have proved that further investigation is required to investigate a possible fault at the exchange...".
Sigh. So a "failure" has become a "possible fault" that now requires double investigation.
And as a further twist, I no longer have a DSL connection either, so there are even fewer lights shining on my router.
There's a long bank holiday coming up. Going on form, like any sensible betting person would, I can't see this this old nag getting my broadband up before next Wednesday. Which would make it a full two weeks plus change that I've had no broadband.
I've been with PlusNet for 8 years. They've been fine on the whole. But this is not the first time that I've had to fight, nag and get annoyed with them for dragging their heels on fixing connection issues that I pay them to maintain. If the competition wasn't so dreadful, after this episode I would change providers immediately, because contrary to PlusNet's recent round of advertising, I do not find their customer support anything more than second rate.
I shall not be recommending PlusNet to colleagues from now on.
And Jojo, since I am impressed with your professionalism, could you forward me details of how to make a formal complaint procedure.
Does anyone else have any similar issues?
Thanks
Garren
your intervention seems to have jump-started your technical team back into action. I no longer require an engineer visit because "...there is a failure with the exchange equipment that now needs to be investigated for(sic) a specialised team". Also "The specialised team will be updating us further within 24 hours and is the best step towards resolving the highlighted issue...".
I was beginning to see some possibility of getting my broadband back.
However, 43 hours, not 24 hours later, I receive the following update: "Diagnostics have proved that further investigation is required to investigate a possible fault at the exchange...".
Sigh. So a "failure" has become a "possible fault" that now requires double investigation.
And as a further twist, I no longer have a DSL connection either, so there are even fewer lights shining on my router.
There's a long bank holiday coming up. Going on form, like any sensible betting person would, I can't see this this old nag getting my broadband up before next Wednesday. Which would make it a full two weeks plus change that I've had no broadband.
I've been with PlusNet for 8 years. They've been fine on the whole. But this is not the first time that I've had to fight, nag and get annoyed with them for dragging their heels on fixing connection issues that I pay them to maintain. If the competition wasn't so dreadful, after this episode I would change providers immediately, because contrary to PlusNet's recent round of advertising, I do not find their customer support anything more than second rate.
I shall not be recommending PlusNet to colleagues from now on.
And Jojo, since I am impressed with your professionalism, could you forward me details of how to make a formal complaint procedure.
Does anyone else have any similar issues?
Thanks
Garren
Message 3 of 7
(662 Views)
Re: Red Light Indicates Doors Are Secured
01-06-2012 12:04 PM
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Hi Garren,
Our formal complaints procedure is documented here:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
We'll be more than happy to pick up your complaint should you raise one, but I'd point to our SLA of 5 working days (in reality it's much less than that) and the fact that we're about to go into a 4 day weekend - could potentially add delays to your resolution.
I'm sure Joanne will be in touch shortly with a further update and hopefully some better news.
Our formal complaints procedure is documented here:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
We'll be more than happy to pick up your complaint should you raise one, but I'd point to our SLA of 5 working days (in reality it's much less than that) and the fact that we're about to go into a 4 day weekend - could potentially add delays to your resolution.
I'm sure Joanne will be in touch shortly with a further update and hopefully some better news.
Message 4 of 7
(662 Views)
Re: Red Light Indicates Doors Are Secured
01-06-2012 12:59 PM
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Quote from: Jameseh but I'd point to our SLA of 5 working days
Quote from: GarrenT There's a long bank holiday coming up. Going on form, like any sensible betting person would, I can't see this this old nag getting my broadband up before next Wednesday. Which would make it a full two weeks plus change that I've had no broadband.
I reckon that means he is already well past the 5 day mark.
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) |
Message 5 of 7
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Re: Red Light Indicates Doors Are Secured
01-06-2012 1:16 PM
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My point was that the complaint SLA is 5 working days once one has been raised.
Message 6 of 7
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Re: Red Light Indicates Doors Are Secured
01-06-2012 1:45 PM
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Ah! I misunderstood.
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) |
Message 7 of 7
(662 Views)
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