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Support Team Member (Please Read)

N/A

Support Team Member (Please Read)

Hi

Will a support team member go and action my ticket, my problem as gone on long enough if its not resolved by the 20/04/05

I will be requesting my MAC key..
14 REPLIES
N/A

Support Team Member (Please Read)

Could you give us a run down of the problem on this thread so maybe some of the moderators will be able to assist you in this issue?

Regards,

Craig
N/A

Support Team Member (Please Read)

lol, im not typing all that out mate, 2 months worth, and about 50 support tickets...

naaa rather not
N/A

Support Team Member (Please Read)

I was thinking more of a summary. You never know, it could be in your favour to do so.

There are two sides to support. That of PlusNet doing there part and that of the customer acknowleging that they have their own part to play.
N/A

Support Team Member (Please Read)

For us to help you, we'd need a brief summary of the problems.

Means we can guide you in the right direction.

Craig
N/A

Support Team Member (Please Read)

Quote
I was thinking more of a summary. You never know, it could be in your favour to do so.

There are two sides to support. That of PlusNet doing there part and that of the customer acknowleging that they have their own part to play.


i have played a part, my connection is losing sync, bt or saying hardware, 12 modems/routers and there all falty yea right.
Community Veteran
Posts: 2,322
Registered: 01-08-2007

Support Team Member (Please Read)

What are the stats for the connection SNR and Attenuation?

I understand you have probably been through this with the support team, but in my experience many solutions come from the power of a community like these forums.

When talking to support, you get a support member of staff, and a support staff members knowledge. No disrespect to the PN staff, but 100,000 customers will have many more times the combined knowledge.

There will be people on here that specialise in all sorts of different areas, you never know - while you are waiting for support to help you, we can try and do the same.. :?: Smiley
N/A

Support Team Member (Please Read)

Quote
What are the stats for the connection SNR and Attenuation?


SNR U: 24.0
SNR D: 25.1
LINE ATTENUATION U: 26.5
LINE ATTENUATION D: 52.2
ERROR SECONDS U: 23
ERROR SECONDS U: 74
CRC ERRORS U: 45
CRC ERRORS D: 80

this is what i found and it appears the my line is link:censored

Noise Margin (AKA Signal to Noise Margin or Signal to Noise Ratio)
Relative strength of the DSL signal to Noise ratio. 6dB is the lowest dB manufactures specify for modem to be able to synch. In some instances interleaving can help raise the noise margin to an acceptable level. The higher the number the better for this measurement.
6dB or below is bad and will experience no synch or intermittent synch problems
7dB-10dB is fair but does not leave much room for variances in conditions
11dB-20dB is good with no synch problems
20dB-28dB is excellent
29dB or above is outstanding

Line Attenuation
Measure of how much the signal has degraded between the DSLAM and the modem. Maximum signal loss recommendation is usually about 60dB. The lower the dB the better for this measurement.
20dB and below is outstanding
20dB-30dB is excellent
30dB-40dB is very good
40dB-50dB is good
50dB-60dB is poor and may experience connectivity issues
60dB or above is bad and will experience connectivity issues

Moderators not by John (johnessex) Attempt to avoid the swear filter removed.
Community Veteran
Posts: 2,322
Registered: 01-08-2007

Support Team Member (Please Read)

Your SNR figures and Attenuation figures are almost exactly the same as mine. (55db att, and 27db SNR)

I used to have constant disconnect problems - requiring a complete router reboot. This however did turn out to be a hardware issue as a new firmware for the router solved the issue.

You say you have tried numerous different hardware options - what are the details of these - router or modem and what models?

When do the disconnects happen? at a random time while you are using the connection or is it every day at certain times?
N/A

Support Team Member (Please Read)

no offense chesterfiled but i aint going through em all mate i'll leave it to the support team mate.

by the way one is a cisco router
LiamM
Grafter
Posts: 5,636
Registered: 12-08-2007

Support Team Member (Please Read)

This forum isn't really here so that you can try and get your queries resolved quicker by posting messages (in the public domain) to PN to get things sped up.

We all help each other out, discuss issues, problems etc... Thats what this place is here for.

Therefore, if you post here, saying you're having problems. People will try and help, ask you questions etc.
channel
Grafter
Posts: 697
Registered: 03-09-2007

Support Team Member (Please Read)

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Support Team Member (Please Read)

its the only way to get someone to actully sort your problems by asking in here..

It seems the only person willing to help is bob, if it was not for bob i would have been on ukonline by now
Community Veteran
Posts: 5,878
Registered: 04-04-2007

Support Team Member (Please Read)

There are lots of helpful people at PlusNet and yes there are some unhelpful ones too. But you must remember the forums are not a place for asking for an update to your ticket, they are a user driven self help place with some input from PlusNet. Also PlusNet deal with all tickets in order and it is unfair on other people if queue jumping happens.

Chris
Community Veteran
Posts: 6,983
Thanks: 8
Registered: 10-04-2007

Support Team Member (Please Read)

Quote
It seems the only person willing to help is bob, if it was not for bob i would have been on ukonline by now


And no doubt trying to get them to sort out you line problem as well.
We are offering help and advise here but if you dont want to accept it then that is of course your choice.