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57 days and counting!

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57 days and counting!

Will someone at plusnet please take control of ticket No 17899966 read it throughly and finally get it sorted. I have had an intermittent connection for now for 57 days - It has been passed back and forth to BT 5 times, and the last ticket update was 4 days ago saying it was going back to BT!
Who promised to call 4 nights ago and I'm still waiting!

It is really getting beyond a joke now, and if you cannot fix it - help me to the door.
9 REPLIES
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57 days and counting!

Chris,
Reply to the ticket and ask to have your line speed set at 512k.

If after that, you still have the same problems, then you will have them at any ISP you choose.
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57 days and counting!

Andrew to be honest I cant see how that would make any difference the connection works perfectly during the day with great line stats it's just during the night something eats all SNR.

I found out how to get the stats from my router and sent them to PN 2 days ago which they never bothered to reply too -

Quote
12/17/2005 11:17:38> Received time from Time Server 128.138.140.44
12/18/2005 02:47:19> ATM Disconnected
12/18/2005 02:47:19> ADSL disconnected
12/18/2005 02:47:19> DNS: Remove IP address 212.159.13.49 (Auto discovered)
12/18/2005 02:47:19> DNS: Remove IP address 212.159.13.50 (Auto discovered)
12/18/2005 02:47:19> PPP1 Session is down.
12/18/2005 02:47:19> NAT/NAPT Session Stop: interface ppp1
12/18/2005 02:47:26> ADSL detected
12/18/2005 02:47:33> ATM Connected
12/18/2005 02:47:33> ATM layer is up, cell delineation achieved
12/18/2005 02:47:33> ADSL connected
12/18/2005 02:47:33> Modulation: G.dmt
12/18/2005 02:47:33> Annex Mode: ANNEX_A
12/18/2005 02:47:33> Max Tx Power: -38dBm/Hz
12/18/2005 02:47:33> CO Vendor: TEXAS_INSTRUMENTS
12/18/2005 02:47:33> d/s SNR: 12.3dB, u/s SNR: 26.0dB
12/18/2005 02:47:33> d/s Attenuation: 53.4dB, u/s Attenuation: 31.5dB
12/18/2005 02:47:33> d/s Data Rate: 1152kbps, u/s Data Rate: 288kbps
12/18/2005 02:47:33> d/s Latency: FAST, u/s Latency: FAST
12/18/2005 02:47:33> d/s total bit capacity: 755bits, used: 296bits
12/18/2005 02:47:33> u/s total bit capacity: 96bits, used: 96bits
12/18/2005 02:47:33> ATM Tx Error Count: 0, Rx Error Count: 0
12/18/2005 02:47:33> PPP1 PPPoA Connected
12/18/2005 02:47:36> ATM Disconnected
12/18/2005 02:47:36> ADSL disconnected
12/18/2005 02:47:36> PPP1 Session is down.
12/18/2005 02:47:41> ADSL detected
12/18/2005 02:47:47> ATM Connected
12/18/2005 02:47:47> ATM layer is up, cell delineation achieved
12/18/2005 02:47:47> ADSL connected
12/18/2005 02:47:47> Modulation: G.dmt
12/18/2005 02:47:47> Annex Mode: ANNEX_A
12/18/2005 02:47:47> Max Tx Power: -38dBm/Hz
12/18/2005 02:47:47> CO Vendor: TEXAS_INSTRUMENTS
12/18/2005 02:47:47> d/s SNR: 12.2dB, u/s SNR: 25.0dB
12/18/2005 02:47:47> d/s Attenuation: 53.2dB, u/s Attenuation: 31.5dB
12/18/2005 02:47:47> d/s Data Rate: 1152kbps, u/s Data Rate: 288kbps
12/18/2005 02:47:47> d/s Latency: FAST, u/s Latency: FAST
12/18/2005 02:47:47> d/s total bit capacity: 808bits, used: 296bits
12/18/2005 02:47:47> u/s total bit capacity: 95bits, used: 95bits
12/18/2005 02:47:47> ATM Tx Error Count: 0, Rx Error Count: 0
12/18/2005 02:47:47> PPP1 PPPoA Connected
12/18/2005 02:47:51> ATM Disconnected
12/18/2005 02:47:51> ADSL disconnected
12/18/2005 02:47:51> PPP1 Session is down.
12/18/2005 02:47:56> ADSL detected
12/18/2005 02:48:02> ATM Connected
12/18/2005 02:48:02> ATM layer is up, cell delineation achieved
12/18/2005 02:48:02> ADSL connected
12/18/2005 02:48:02> Modulation: G.dmt
12/18/2005 02:48:02> Annex Mode: ANNEX_A
12/18/2005 02:48:02> Max Tx Power: -38dBm/Hz
12/18/2005 02:48:02> CO Vendor: TEXAS_INSTRUMENTS
12/18/2005 02:48:02> d/s SNR: 11.1dB, u/s SNR: 26.0dB
12/18/2005 02:48:02> d/s Attenuation: 53.4dB, u/s Attenuation: 31.5dB
12/18/2005 02:48:02> d/s Data Rate: 1152kbps, u/s Data Rate: 288kbps
12/18/2005 02:48:02> d/s Latency: FAST, u/s Latency: FAST
12/18/2005 02:48:02> d/s total bit capacity: 761bits, used: 296bits
12/18/2005 02:48:02> u/s total bit capacity: 96bits, used: 96bits
12/18/2005 02:48:02> ATM Tx Error Count: 0, Rx Error Count: 0
12/18/2005 02:48:02> PPP1 PPPoA Connected
12/18/2005 02:48:06> ATM Disconnected
12/18/2005 02:48:06> ADSL disconnected
12/18/2005 02:48:06> PPP1 Session is down.


It seems to me that this ATM is at fault.

But if I do leave I will be going back to NTL - Cheesy
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57 days and counting!

93 hours since the last ticket reply is this acceptable?
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57 days and counting!

It seems I am right there were at least 3 PN staff on here a few seconds ago - they see my questions and -
JonathanW
Grafter
Posts: 2,648
Registered: 02-10-2007

57 days and counting!

Actually, given the fact that the team who liase with BT don't work weekends, and would have finished work at 6pm on friday evening, 93 hours is certainly possible.

However, I have checked on your fault for you, and added a comment to the bottom of the ticket.
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57 days and counting!

Cheesy - shame I can't reply to it straight away!

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Please could you ensure that your equipment is powered up at all times,


PC on constantly for 57 days - you offering to pay my electricity bill?

Quote
and provide appropriate contact times when BT can contact you at night.


Does that really matter - I gave them a time to contact me 4 days ago - they never bothered I waited up till 2am for the call that was supposed to come at 12:30am.
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57 days and counting!

Quote
I have checked on your fault for you, and added a comment to the bottom of the ticket.



I have checked your comment and added a fault to the bottom of the ticket - Cheesy
JonathanW
Grafter
Posts: 2,648
Registered: 02-10-2007

57 days and counting!

In this case, its simply a case of passing on the message from BT, as it looks like they are wanting to contact you again in order to discuss this.
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57 days and counting!

The connection seems to be working right now - so could you pass on the message that they are all c......erm call me about 3am will be fine.

Thank you Jon - Cheesy