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Ticket #83230791 Help Please

kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Ticket #83230791 Help Please

Morning
Could someone please give me an update on the above ticket, raised Sunday morning at 09:15.
When should I expect a response?
Thanks
14 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

Good morning.
I've just taken a look over your line and can see that you're experiencing very low speeds due to the sheer amount of drops your connection has had recently:
<img src="http://community.plus.net/visualradius/generated/image13957397012751.png"/>
I've made some changes to the settings for your line which should help stabilise it for you. This will bring your speeds back to around where they were before. Please allow up to 2 hours for this change to take effect.
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

Thanks for that Chris, but the router synch is already back down to 2Mb!
I am convinced that this is an intermittent line noise problem, the noise on the line can intermittently be heard on the BT quiet line test. OR were out to investigate on Mon 17th but line appeared quiet at that point so no fault was found. I have just tried the quiet line test again and sure enough there are sporadic crackles on the line.
As luck would have it I have a senior networks consultant in the family who has checked things out and concurs with the above.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

Thanks for letting us know.
I can see that you've replied to the Fault Ticket. We'll get that picked up as soon as we can for you.
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

Update:
Speed now down to 1Mb; frequent disconnections; audible noise on line.
Any idea how long before I receive a response to this ticket?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

I've updated your Fault Ticket - we;re expecting this to be resolved by the end of the day on Monday - Exchange Fault found.
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

Thanks Chris - fingers crossed!
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

Well, 31st has been and gone and nothing appears to have changed. Broadband now down to 0.5Mb; still audible noise on line and no update to fault ticket.
I would appreciate an update from someone please.
Thanks
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

Hi kmanghan,
Our suppliers have changed the location of the fault after a engineer has been out to the exchange but has been unable to locate the fault. Our suppliers would like to arrange for an engineer to visit your premises for further investigation.
Any ideas when you would be free from Thursday onwards to get this sorted out for you?
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

I can be available all day Thursday, but not Friday at all. Assuming that OR don't have weekend appointments the next opportunity would be Monday PM.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

Thanks for that.
Unfortunately there's no weekend appointments in your area at the moment. I've got you booked in for Thursday morning between 8am-1pm.
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

OK that's fine, Thursday AM it is.
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

BT OR have been out and repaired a bad joint in an underground box in the street. No noise now on line, but DLM has the line rate capped at 288Kb so current DL synch is 288Kb with an SNR of 21.5db!
Could you do an SNR reset for me please with default of 6, which should be the final step of the resolution.
Thank you again.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ticket #83230791 Help Please

I've put a request through for the SNR Reset, that should be complete within the next 4 working hours.
Chris Pettitt
Cloud Environments Engineer
kmanghan
Dabbler
Posts: 13
Registered: ‎17-03-2014

Re: Ticket #83230791 Help Please

Thanks Chris, everything stable here now at 12.3 Mb, and a nice quiet phone line.
I'll give it 24 hours and then close the ticket.