Very unhappy with the service I have been provided lately

[#1]

I have been on the phone to CS about 5 times already. But I am not waiting 30 mins + on hold.

[#2]

you'll need to wait until tomorrow then for an official response on the forum.

[#3]

First disconnect of the day, thanks to a phone call.

[#4]

three random disconnections already

[#5]

Quote from: Leds

First disconnect of the day, thanks to a phone call.

this sounds like a filter issue, and if you have an in-line filter on the faceplate then faulty faceplate.

[#6]

Quote from: chenks76

this sounds like a filter issue, and if you have an in-line filter on the faceplate then faulty faceplate.

It's not this, as we had the same problem before with 4 different micro filters plugged into the test sockets.

[#7]

ok well you seem to know what the problem is then, so not sure what you need from the forum.
if you have a fault ticket raised already i suggest you phone up the faults team to progress it there.

[#8]

to raise more awareness, faults haven't done much to help apart from sending an engineer that did little more than fit a new faceplate.

[#9]

Hi again Leds,
Are you able to confirm if the removal of the telephone and being plugged into the master socket eliminates the issue? I see you mentioned that you were plugged into the test socket however you also mentioned a call dropped the connection again so I just need some clarity on this one before I give the fault a nudge.

Quote from: Adam

Are you able to test the connection from the master socket with all other devices unplugged from any other telephone socket in the house and see if the connection remains stable over the course of an hour or more if possible? Once you've done this if you can let us know and I'll get the fault pushed back through for you.

Considering that the faults tests can see a problem but this is shown internal to your home, we need to make sure we cover all bases and investigate your internal devices/set up before we progress this with the wholesaler.

[#10]

Is there any background noise on the line when you use the quiet line test? (Dial 17070 and pick option 2). If there is remove the router and filter and plug the phone directly in to the test socket inside the master socket. If there is still noise then it would be good if you could either check your phone handset on someone else's line or test using a different handset (preferably wired not cordless).

[#11]

The fault isn't in the internal wiring, another engineer is being sent out tomorrow as the first engineer didn't do anything apart from change the faceplate and he left no notes for Plusnet to go by.
I don't mean to sound rude but all of the simple test have been carried out (changing all cables, different routers, microfilters, test sockets, faceplates, quiet line(sometimes quiet, other times not))

[#12]

well plusnet disagree with you there, as their tests suggest it is internal.
so you flat refusal to do those tests again is not helpful at all.
if an engineer comes out and the fault is found to be internal then you will be liable for the cost of the engineer visit.
for your own sake you should do that tests again so that it can be clearly seen that you have done what you have been asked to do by PN.
of course, if you know best (and it does seem that) then clearly there is nothing anyone can do here to help you.

[#13]

The tests have been carried out again.
If knowing best means that I know what tests need to be carried out and that I have done them, then yes I guess I do know best.

[#14]

System Up Time 04:19:59
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 1890 1515 0 4023 3756 00:02:26
LAN 100M/Full 0 0 0 0 0 04:19:42
WLAN 11M/54M 600698 449540 0 46184 2459 04:19:59

[tr][td]ADSL Link Downstream Upstream
Connection Speed 1536 kbps 448 kbps
Line Attenuation 62.5 db 31.5 db
Noise Margin 15.5 db 16 db

[#15]

Quote from: Leds

I have had complaints of background noise on the phone line.

You haven't answered the question I posed regarding noise on the line when the filter and router are not connected.