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Red Light Indicates Doors Are Secured

GarrenT
Newbie
Posts: 2
Registered: 30-05-2012

Red Light Indicates Doors Are Secured

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
D:              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
6 REPLIES
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Red Light Indicates Doors Are Secured

Hi GarrenT,
I've one of our faults team looking at this for you now.
Jojo Smiley
GarrenT
Newbie
Posts: 2
Registered: 30-05-2012

Re: Red Light Indicates Doors Are Secured

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
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Red Light Indicates Doors Are Secured

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.
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Red Light Indicates Doors Are Secured

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 (£13/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Red Light Indicates Doors Are Secured

My point was that the complaint SLA is 5 working days once one has been raised.
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Red Light Indicates Doors Are Secured

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 (£13/month)
Mobile: iD mobile (£4/month)