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Ticket inactivity

runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Ticket inactivity

Could someone from PN staff please look into Question #94798262 - Its been ignored now for two days!!
This relates to a neighbour of mine who is currently more or less permanently off line and unable to use the internet. I suspect poor line condition is to blame . An actual phone service  fault was recently fixed by OR who replaced ancient cable to the house from nearest pole, and a new bog standard NTE box , but since then the ADSL connection has slumped to worse than ever, with dial up speeds or worse. Being as we are both on the end of a 5 km line to the exchange we might expect slow speeds of up to 1MB/s at best but I get 1.8mb/s almost continually whereas on measuring hers its only 0.3mbs with constant drop outs at various times in the day. Thanks.
13 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,984
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Registered: ‎01-01-2012

Re: Ticket inactivity

Hi there.
I'm sorry to hear the issues are still ongoing. The details are with our faults team at the moment and they'll get that looked into as soon as possible.
Apologies for any inconvenience caused.
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 Matthew Wheeler
 Plusnet Help Team
runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Re: Ticket inactivity

Thanks ... the thing I would add is that this was originally dealt with as a  line fault, and an OR line engineer attended. While it is great that he fixed a significant line fault for our neighbours, I don't think he assessed the ADSL issues as he wasn't a broadband engineer. It's quite possible that  these matters are not even located near the property. When I have had ADSL issues ( and I am served from the same overhead lines pole, bar one last section) problems have been found and  fixed in the exchange and at various other points on the circuit. 
runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Re: Ticket inactivity

Just doing a router status check with this customer
It was off line when I arrived 
However it is now on line again after a quick log in


Uptime: 0 days, 0:01:23
Bandwidth (Up/Down) [kbps/kbps]: 448 / 512
Data Transferred (Sent/Received) [MB/MB]: 36,99 / 180,48
Running a think broadband speed test gives these values:
download 0.65 Mbs
upload 0.25 Mbs
runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Re: Ticket inactivity

I've spent half an hour with this neighbour and the router lamps have been on and off like a yoyo!

Warning Dec 10 16:13:40 PPP link up (Internet) [84.51.146.183]

Info Dec 10 16:13:39 PPP CHAP Chap receive success : authentication ok

Info Dec 10 16:13:39 PPP CHAP Receive challenge (rhost = JUNOS)

Info Dec 10 16:13:38 PPP CHAP Receive challenge (rhost = bras-red4.ls-bas)

Info Dec 10 16:13:35 xDSL linestate up (ITU-T G.992.1; downstream: 1152 kbit/s, upstream: 448 kbit/s; output Power Down: 16.4 dBm, Up: 12.3 dBm; line Attenuation Down: 63.5 dB, Up: 31.5 dB; snr Margin Down: 6.6 dB, Up: 11.0 dB)

Info Dec 10 16:13:17 xDSL linestate down

Warning Dec 10 16:13:07 PPP link down (Internet) [146.200.37.188]

Info Dec 10 16:12:58 xDSL linestate down

Info Dec 10 16:12:40 xDSL linestate down

Info Dec 10 16:12:26 xDSL linestate down

Warning Dec 10 16:11:58 PPP link up (Internet) [146.200.37.188]

Info Dec 10 16:11:57 PPP CHAP Chap receive success : authentication ok

Info Dec 10 16:11:57 PPP CHAP Receive challenge (rhost = JUNOS)

Info Dec 10 16:11:57 PPP CHAP Receive challenge (rhost = bras-red4.ls-bas)

Warning Dec 10 16:11:40 PPP link down (Internet) [87.114.117.31]

Info Dec 10 16:11:35 xDSL linestate up (ITU-T G.992.1; downstream: 640 kbit/s, upstream: 384 kbit/s; output Power Down: 16.2 dBm, Up: 12.1 dBm; line Attenuation Down: 63.5 dB, Up: 31.5 dB; snr Margin Down: 6.9 dB, Up: 11.0 dB)

Info Dec 10 16:11:17 xDSL linestate down

Info Dec 10 16:11:02 xDSL linestate down

Warning Dec 10 16:09:01 PPP link up (Internet) [87.114.117.31]

Info Dec 10 16:09:00 PPP CHAP Chap receive success : authentication ok

Info Dec 10 16:09:00 PPP CHAP Receive challenge (rhost = PCL-AG04)

Info Dec 10 16:09:00 PPP CHAP Receive challenge (rhost = bras-red4.ls-bas)

Info Dec 10 16:08:47 xDSL linestate up (ITU-T G.992.1; downstream: 608 kbit/s, upstream: 416 kbit/s; output Power Down: 16.1 dBm, Up: 12.1 dBm; line Attenuation Down: 63.5 dB, Up: 31.5 dB; snr Margin Down: 6.9 dB, Up: 11.0 dB)

Info Dec 10 16:08:32 xDSL linestate down

Info Dec 10 16:08:14 xDSL linestate down

Warning Dec 10 16:08:03 PPP link down (Internet) [146.199.134.150]
Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-07-2014

Re: Ticket inactivity

That's one of the worst lines I've seen in a while.
I'm going to do a full test and see what we can find for you. Chances are you'll need an engineer but I just need to re-cap what's been done first. If an engineer is needed, I'll send you an SMS to confirm.

<img src="http://community.plus.net/visualradius/generated/image14183020024215.png"/>
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 Tony T
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Re: Ticket inactivity

Thanks for the update.
Can you please clarify if you have a test socket, and if so, have you tried your phone/router into it? The situation with your phone line also needs clarifying. Is this working as you'd expect?
Thanks,
Tony
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 Tony T
 Plusnet Help Team
runhare
Aspiring Pro
Posts: 538
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Registered: ‎09-10-2007

Re: Ticket inactivity

yes Tony, there is a test socket on the brand new NTE5 fitted just two weeks ago by an OR engineer and the router is now permanently plugged into that.  There is no extension wiring in the the house.  I believe the outside line drop has been replaced & I was told also the section of OH cable from nearest pole to house . There must be either a line fault elsewhere or an exchange fault. The house nearest mine which is served by an even longer line achieves a connection  just below 2Mb/s whereas mine is 0.3 mb/s - when it works. So something must be wrong. Please sort asap. Thanks
Plusnet Help Team
Plusnet Help Team
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Re: Ticket inactivity

Thanks for confirming that.
As Tony has stated the next step will be to book another engineer.
Can you update the question with available times and we'll get that booked in
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 Matthew Wheeler
 Plusnet Help Team
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runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Re: Ticket inactivity

the only thing I would say is to ensure the engineer is a broadband fault specialist!
Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-07-2014

Re: Ticket inactivity

We can't actually specify what type of engineer visits, we just raise a broadband fault and book the engineer for you. If you don't get a broadband engineer though, something has gone wrong. These sort of problems don't often happen though so I'm confident that you'll be OK.
Tony
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 Tony T
 Plusnet Help Team
runhare
Aspiring Pro
Posts: 538
Thanks: 64
Fixes: 2
Registered: ‎09-10-2007

Re: Ticket inactivity

Dear PN staff,
I've now updated the open question with the following information:
"I understand you want to book an engineer to investigate this problem. Please book the first available appointment and let me know when this is. I can be available."
Thanks
Community Gaffer
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Re: Ticket inactivity

I'll get that booked asap for you, I'll confirm on the ticket when it's booked for.
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 Chris Parr
 Plusnet Staff
Community Gaffer
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Re: Ticket inactivity

That's been booked for tomorrow morning, between 8am and 1pm.
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 Chris Parr
 Plusnet Staff