Is this a record?

[#1]

That's what I thought. This was added to my ticket today:

Quote

<removed> - BOT - DSL Logged Faults 2:03pm, Friday 5 Apr 2013 Dear Mr xxx, Thanks for your patience during our investigation. Following testing the connection today I can see that the snr margin is high at 9db which can caused the drops in speed your are having. I've arranged for the line to be reset to increase the snr margin to 6db which should allow the line to remain stable. This work takes between 4-24 hours to take effect on the line, the line will then enter a fresh 10 day training to ensure the correct speed on the line is achieved. To allow this to complete we require the router to be rebooted after 24 hours to allow this to take effect on the line. Due to the nature of faults please monitor the connection over the next few days and let us know should you encounter any further issues. I would also like to apologise for any inconvenience caused during our investigation Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 or 0345 140 0200 if we can be of further assistance. Kind regards, <removed> [Sms Message: Following testing the connection today I can see that the snr margin is high at 9db which can caused the drops in speed your are having. I've arranged for the line to be reset to increase the snr margin to 6db which should allow the line to remain stable]

Firstly the current target looks to be 15 not 9 - the SNR sits solidly around 14db.
Secondly, changing it from 14 (or 9) to 6 is a decrease!
I've tried one resync which had no effect. I'll try another late tomorrow but I'm not optimistic!

[#2]

Sounds like the SNR reset failed, they do sometimes!

[#3]

Over 24 hours and the stats are still the same.

[#4]

I'd ring up and ask for another.

[#5]

Waste of time. I tried ringing before and all they said was it would have to wait for the faults team to pick up the ticket.

[#6]

Well after another night of no action I tried ringing in again.
This time I got a really good agent. Within 5 minutes of the call ending the reset had completed and I'm back to my normal noise margin and sync speed.
(If any PN staff read this please pass on my thanks to KT for the great support)

[#7]

Thanks very much jelv, will do - glad it got sorted for you.

[#8]

Except I'm now back to where I was when I started - sync drops on an incoming call.

[#9]

I assume you've tried another modem/router just in case?

[#10]

Yes
Plus the engineer says he was seeing loads of errors when there was an incoming call when he tested it in the exchange.

[#11]

Does anyone have any idea how to persuade the ******s in the Plusnet faults department that a lack of drops shown on the visual radius graph doesn't mean that the connection is stable?

[#12]

           

[#13]

Ask to speak to the Faults Manager,  I assume you were talking to a script monkey!

[#14]

Hi jelv,
The sync drops aren't even showing on the BT radius check, so I can only think of a couple of things really. Errors shown in the router stats would be the first one, or alternatively use a different router that's not so good at holding sync when the phone rings?
Maybe a couple of screen shots of before and after a call showing the number of errors and the relatively short timespan they'd take place in?

[#15]

Quote from: jelv

the engineer says he was seeing loads of errors when there was an incoming call when he tested it in the exchange.

Has anyone at Plusnet checked whether words to that effect were also recorded in the engineers notes ?
If they are then that would be grounds for further work to be initiated, as the problem has been acknowledged as not solved.