Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
Ticket 34134371
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: Ticket 34134371
Ticket 34134371
26-07-2010 10:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi
Can someone from support please take a look at my ticket, no 34134371? I last updated it on Wednesday last week, and I have some more information to add, but I don't want to trigger the bug that puts it to the back of the queue whenever it gets updated...
I now believe the problem has been the Thomson Gateway. I came home from work on Saturday morning to find my DS synch speed had dropped from just short of 16000 to around 10500, and my profile had dropped from 14000 to 9000. I reinstated my BT Business Hub, which immediately synched at 16442 down, and has stayed in synch now for a few minutes short of 48 hours. The BT IP profile is now back at 14000, but the PlusNet profile is still at 9000. I daresay it should pick up over the next few hours - if not I'll ask for someone to give it a gentle nudge in the right direction. However, I am still getting PPP session drops - the log isn't crystal clear, but it looks like there have been six re-connections in the same period. Can you check the radius logs for me?
I've had three different BT engineers out in the last 10 days, although two of them were looking for someone else, they still tested my line and proved it fault free. The first engineer told me he had repaired a battery contact fault on the line before coming to the house.
Thanks in advance...
Can someone from support please take a look at my ticket, no 34134371? I last updated it on Wednesday last week, and I have some more information to add, but I don't want to trigger the bug that puts it to the back of the queue whenever it gets updated...
I now believe the problem has been the Thomson Gateway. I came home from work on Saturday morning to find my DS synch speed had dropped from just short of 16000 to around 10500, and my profile had dropped from 14000 to 9000. I reinstated my BT Business Hub, which immediately synched at 16442 down, and has stayed in synch now for a few minutes short of 48 hours. The BT IP profile is now back at 14000, but the PlusNet profile is still at 9000. I daresay it should pick up over the next few hours - if not I'll ask for someone to give it a gentle nudge in the right direction. However, I am still getting PPP session drops - the log isn't crystal clear, but it looks like there have been six re-connections in the same period. Can you check the radius logs for me?
I've had three different BT engineers out in the last 10 days, although two of them were looking for someone else, they still tested my line and proved it fault free. The first engineer told me he had repaired a battery contact fault on the line before coming to the house.
Thanks in advance...
Message 1 of 7
(1,103 Views)
6 REPLIES 6
Re: Ticket 34134371
26-07-2010 1:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
RADIUS logs attached, profile bumped to 14Mbps. Feel free to update your ticket as it's on hold. Tickets on hold are put to the back of the queue whenever they come off hold. Updating said ticket brings it off hold instantly.
Message 2 of 7
(431 Views)
Re: Ticket 34134371
26-07-2010 5:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Ben RADIUS logs attached, profile bumped to 14Mbps. Feel free to update your ticket as it's on hold. Tickets on hold are put to the back of the queue whenever they come off hold. Updating said ticket brings it off hold instantly.
Thanks - I'll update the ticket and request a replacement router, or more likely a refund. I've been considering trying a BT Home Hub, which I understand woks fine on PlusNet.
Message 3 of 7
(431 Views)
Re: Ticket 34134371
27-07-2010 9:31 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
You'll need to bodge the Home Hub to work on PN, I believe they're firmware locked but can easily be flashed. I've never used one myself though.
If you prove the router to be faulty we'll be more than happy to refund / replace.
If you prove the router to be faulty we'll be more than happy to refund / replace.
Message 4 of 7
(431 Views)
Re: Ticket 34134371
28-07-2010 1:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Ben You'll need to bodge the Home Hub to work on PN, I believe they're firmware locked but can easily be flashed. I've never used one myself though.
If you prove the router to be faulty we'll be more than happy to refund / replace.
I understand from checking other forums (and possibly saw it somewhere on this forum as well), that the BT HomeHub works out of the box on PlusNet. I'm happy with my connection speed with the (unlocked) BT Business Hub, but I think I may still be getting disconnected a couple of times a day - the router's logs are difficult to interpret but appeared to show 7 connections since I put it on the line on Saturday morning. The synch has stayed up rock solid during that time. I'm at work now, so can't check, but will look at it again when I get home in the morning.
Can you check the radius log for me, please? I take it that users don't have access to check this ourselves?
Message 5 of 7
(431 Views)
Re: Ticket 34134371
28-07-2010 9:51 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
There's no way for customers to get their RADIUS logs so I've attached the last seven days for you.
Message 6 of 7
(431 Views)
Re: Ticket 34134371
28-07-2010 9:58 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Ben I've attached the last seven days for you.
Thanks, Ben. The eight disconnections / reconnections since Saturday morning agree with the router logs. They seem to be getting further apart...
Right - off to Ebay for a Home Hub
Message 7 of 7
(431 Views)
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page