cancel
Showing results for 
Search instead for 
Did you mean: 

Could the comms team look at my tickets 20169032 & 20167

N/A

Could the comms team look at my tickets 20169032 & 20167

Could someone please have a look at these tickets for me: 20169032 & 20167661. Both are reference to turning on interleaving on my MAXDSl connection. As you will see from the tickets it was suppoed to have been completed yesterday, but it has not. I posted an question last night but I have not had a reply. I would appreciate your help in this.

Thank you
Peter
23 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Could the comms team look at my tickets 20169032 & 20167

Hi,

I've replied to the tickets for you, but just for the benefit of anyone else reading, a request to change the status of interleaving is normally done the next working day, however it can sometimes take up to 5 days to take effect.

If we have made a change and it hasn't taken effect yet then the best thing to do is reboot the router/modem once a day to cause a resync.
N/A

Could the comms team look at my tickets 20169032 & 20167

Thanks Dave, I will follow the advice and see what happens. Perhaps if the CS staff who answered my tickets had informed me of this, instead of saying that it would be completed on monday and to let them know if there was no change by tuesday, we would not be having this conversation.

Peter
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Could the comms team look at my tickets 20169032 & 20167

I'll have a look into this as normally we have a button to click which will create an automated ticket explaining the 5 day thing.
timps
Grafter
Posts: 147
Registered: 09-08-2007

Could the comms team look at my tickets 20169032 & 20167

just to clarify, dave 1.Does clicking the button explain the opertion ?
2. does the button appear at the same time interleaving is turned on or when the order is raised?
thx

timps
N/A

Could the comms team look at my tickets 20169032 & 20167

I think you will find it is a button PN support should have clicked in answer to my ticket. Not one for us to use.

Peter
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Could the comms team look at my tickets 20169032 & 20167

On Max accounts the should be a turn on/off interleaving button on both our side and on the portal. At the moment this isn't on the portal unless we know the status of interleaving on the line so not every customer will see it (otherwise clicking the button will do the wrong thing).

When someone clicks the button (either via the portal or internally) it should do 2 things, place an order to turn interleaving on/off automatically and raise a ticket explaining what it's done and how long it will take.
timps
Grafter
Posts: 147
Registered: 09-08-2007

Could the comms team look at my tickets 20169032 & 20167

right dave,
maxed 08/08, i've had a button on my connections page since 27/28 august. but was informed via ticket order placed with BT 29th
today by chance looking at closed tickets i spotted an internal that had not appeared on my questions stating along the lines of Bt to progress 03/09
sorry but just don't get it
hope you can clarify what's happening in my case. i think it's important the EU knows when the status changes for monitoring and any future reports

thx
timps
N/A

Could the comms team look at my tickets 20169032 & 20167

Well Dave, it is Friday afternoon 13.41 and my line still is not showing interleaving. Can you update me as to the current situation?

Peter
lhorwath
Grafter
Posts: 1,248
Registered: 10-04-2007

Could the comms team look at my tickets 20169032 & 20167

Hi Peepsw,

As Dave replied to you, it can take 5 days to be fully switched on. All the records we can see and from speaking to BT, it appears that interleaving is on for your line.

@ Timps,

One of our faults guys is answering your question now.
N/A

Could the comms team look at my tickets 20169032 & 20167

If interleaving is turned on why is my router reporting my Broardband line latency type as fast still? Or am I missreading my stats?

From my router:

Line Mode G.dmt: Line State Show Time
Latency Type Fast: Line Up Time 00:08:31:07
Line Coding Trellis On: Line Up Count 18

Statistics Downstream : Upstream
Line Rate 4544 : 448
Noise Margin 5.9 dB : 21.0 dB
Line Attenuation 41.0 dB : 26.0 dB
Output Power 12.3 dBm : 19.4 dBm
K (number of bytes in DMT frame) 143 : 15
R (number of check bytes in RS code word)0 : 0
S (RS code word size in DMT frame) 1 : 1
D (interleaver depth) 1 : 1
Super Frames 1803633 : 1803631
Super Frame Errors 49918 : 6155
RS Words 0 : 0
RS Correctable Errors 0 : 2
RS Uncorrectable Errors 0 : 0
HEC Errors 48409 :0
OCD Errors 6 : 3
LCD Errors 0 : 3
ES Errors 0 : 0

Peter
N/A

Could the comms team look at my tickets 20169032 & 20167

Can anyone one else confirm that I am reading my router info correctly and I do not have interleaving on my loin please?

Peter
N/A

Could the comms team look at my tickets 20169032 & 20167

Hi,

I don't know your router at all, but the words :-

Latency Type Fast: Line Up Time 00:08:31:07

Looks like a field name denoted by the Colon at the end, therefore static text.

But the line that says:-

D (interleaver depth) 1 : 1

Could be booleen values indicating 1 = TRUE/ON

But don't take my word for it, I don't your router.
N/A

Could the comms team look at my tickets 20169032 & 20167

The router is a bt voyager 2100.

As for the colon I put them in to seperate out the fields because when I pasted them into the post it took all the spacing out.

Peter
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Could the comms team look at my tickets 20169032 & 20167

Hi,

The BT ordering system says interleaving is on, the BT speed reports show fast mode. I've resubmitted it to see if that makes a difference but could take 5 days before it's active.