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Any movement on Ticket No. 141063924?

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Any movement on Ticket No. 141063924?

This [ticket] came off hold on Friday at 07:00 so I was expecting to hear something that day but nothing, the weekend I can understand but no progress is no progress.

Some feedback would be appreciated.

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Community Gaffer
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Re: Any movement on Ticket No. 141063924?

Hi @Mook

 

Sorry that we've not picked this up as fast as we'd like, I'll get the ticket updated for you, It looks like we're still awaiting an update but I'll get that chased up as well.

 

Thanks

 Jono H
 Plusnet Community Manager
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Re: Any movement on Ticket No. 141063924?

@JonoH - Any progress on this yet? It looks like BTOR are ignoring this.

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Re: Any movement on Ticket No. 141063924?

Now that's what I call service @JonoH, about 30 minutes or so after I last posted in this thread the phone rings, it's the BTOR Underground Engineer arriving in 5 minutes. Wink

Community Gaffer
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Re: Any movement on Ticket No. 141063924?

@Mook I'm glad someones coming out to sort it, hopefully everything will be fine from here on out.

 

Can you give me a shout if things don't go as smoothly as expected?

 

Thanks

 Jono H
 Plusnet Community Manager
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Re: Any movement on Ticket No. 141063924?

Hi @JonoH, well he's been (and gone) and tells me he's re-crimped some of the connections going to the exchange which is fair enough but I was told a similar thing back in August when I had a loss of speed and was told then that all the crimps had been re-done. So this begs the question what's causing them to come 'undone'!

Time will tell with this one I guess.

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Re: Any movement on Ticket No. 141063924?

@JonoH - Not convinced this is fixed, can I ask you for a Radius log graph for this connection (.41) for the last 72 hours please.

 

Community Gaffer
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Re: Any movement on Ticket No. 141063924?

HI @Mook,

 

I've grabbed the full range that we have for the graph. hope that's OK.

Yesterday looks like it still wasn't great but looking much better today.

 

 
So we retested your line and the new fault report is indicating that the next step is to book another engineer, the text read "impairment in copper joint detected most likely close to customer premises.
 
We will be in contact with you in the next few minutes to arrange another engineer appointment.
 
Sorry for the inconvenience.
 
 Jono H
 Plusnet Community Manager
rongtw
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Re: Any movement on Ticket No. 141063924?

I know this may sound Odd , Mook ,has had 2 engineer appointments each time they say its fixed ,, but its obviously not

Don't OR, monkeys know what they doing ?? also Do PN not test the line after the OR report is received ?Huh

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Re: Any movement on Ticket No. 141063924?

@rongtw - They do test the line which is why I have my third appointment tomorrow morning! So it will be interesting to see what he says. With that said you would have thought the BTOR engineer would have done the same test that Plusnet have just done before closing off the job, so you have to think that they need to review their protocol regarding 'repairs'.

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Re: Any movement on Ticket No. 141063924?

@JonoH - Engineer's been and gone, saying he couldn't find anything! So it appears there is nothing that can be done until it starts faulting again.

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Re: Any movement on Ticket No. 141063924?

Hi @Mook

 

Really sorry that the engineer couldn't find an issue when s/he attended your property today, I'm going to see if there's anything further that we can do to get this looked at again and will be in touch once I have more info.

 

Below is your newest radius graph

 

 
Thanks for your patience
 Jono H
 Plusnet Community Manager
Plusnet Help Team
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Re: Any movement on Ticket No. 141063924?

I've taken a quick look at this for you.

My initial thought was to move you to a 'stable' profile which should assist. However, I want to speak with Wholesale first to see if they can do anything further for you before changes are made.

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
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Re: Any movement on Ticket No. 141063924?

First of all, I wanted to check if the drops that we see are also what you see? Secondly, Wholesale are suggesting the changes made yesterday resolved the issue for you. I'll take that up later, but wanted to monitor the connection for a period of time. A lot of the drops seen on your line today have been due to the tests performed. If you need me to stablise the line, I can also do that for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
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Re: Any movement on Ticket No. 141063924?

@plusnettony - I’ve just looked at the line and I see it dropped again about 40 mins ago and also dropped just before 06:00 as well. The other disconnects between 08:00 and 10:00 are down to the BTOR as you suggest. But the other two prove there is still an issue.

I was told (conveniently) this morning that the line was syncing at it’s best, (74000 Kbps) as anything more could lead to issues but it has been better, as has my other line!

What is involved in the line stabilisation?

Edit:- Added this.

WAN2-Sync.png