Booking an engineer visit
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- Re: Booking an engineer visit
07-09-2016 10:30 AM
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Hi,
I raised a fault ticket early last week, and was finally updated this week (Monday) that an engineer visit is required.
I've updated the ticket with details after attempting to call and finding out there is at best a 30 min wait at most times, however still no response.
Are there any members of the service team who monitor these boards who can book and engineer visit?
The question ID is 132738755.
I'm not really sure that having a 48 hour SLA on responding to an already open ticket seems like the right level of customer service (which is what I've been told by the customer service team on chat)?
Suffering download speeds <2Mbps for over a week now due to this fault where I've previously had >50Mbps.
Nick.
Fixed! Go to the fix.
Re: Booking an engineer visit
07-09-2016 12:51 PM
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That's booked in for tomorrow morning.
Re: Booking an engineer visit
07-09-2016 1:10 PM
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Great, thanks for the help Chris.
Re: Booking an engineer visit
07-09-2016 1:38 PM
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No proble, I've confirmed that on the ticket too. Let us know how it goes.
Re: Booking an engineer visit
08-09-2016 7:25 PM
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BT engineer was here and I _thought_ the problem was fixed, but...
The modem/router is now reporting a good line speed (albeit still 8Mbps slower than it had been), BUT I am still only getting 2Mbps down on all my connected devices (cabled and wifi). I have restarted the router again but nothing.
Is there some other traffic shaping going on here either on the BT infra or from the Plusnet side?
Interestingly I do get 8Mbps up (as the router reports is available), here's what the router is reporting as the line speed.
VDSL Link | Downstream | Upstream |
Link Rate | 45655 Kbps | 8094 Kbps |
Line Attenuation | D0( 16.5) D1( 42.9) D2( 66.4) dB | U0( 6.2) U1( 35.2) U2( 53.3) U3(N/A) U4(N/A) dB |
Noise Margin | D0( 6.1) D1( 6.1) D2( 6.1) dB | U0( 6.0) U1( 6.2) U2( 6.2) U3(N/A) U4(N/A) dB |
VDSL2 Profile | Profile 17a |
Any help appreciated, do I need to get an engineer back again? I will also update my fault ticket.
Re: Booking an engineer visit
08-09-2016 7:34 PM
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Can you try a single disconnect/reconnect for me, I've just upped the profile to match the connection speed now.
Re: Booking an engineer visit
08-09-2016 8:10 PM - edited 08-09-2016 8:12 PM
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Looks much better now getting 42Mbps.
Thanks for the help.
Previously I had >50Mbps, am hoping that the speed will creep back up to this over the course of the next week or so as that is what happened last time. Would that be your expectation too?
Did the profile change you just updated also allow for a small increase?
Thanks again,
Nick
Re: Booking an engineer visit
08-09-2016 8:28 PM
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It's likely G.INP was enabled on your line giving you the 50Mbps, if the engineer reset your line G.INP would have been turned off which reduces the Sync a bit, if this is the case in time G.INP will come back on but there is no set time frame it could be days it could be months unfortunately.
Re: Booking an engineer visit
12-09-2016 9:41 PM - edited 12-09-2016 9:42 PM
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Looks like my line is now back to what it was before:
VDSL Link | Downstream | Upstream |
Link Rate | 53726 Kbps | 8023 Kbps |
Line Attenuation | D0( 16.5) D1( 42.8) D2( 66.2) dB | U0( 6.2) U1( 35.0) U2( 53.2) U3(N/A) U4(N/A) dB |
Noise Margin | D0( 5.7) D1( 5.8) D2( 5.8) dB | U0( 6.3) U1( 6.1) U2( 6.1) U3(N/A) U4(N/A) dB |
VDSL2 Profile | Profile 17a |
But I am not actually internally getting more than 42Mb down, but still around the full 8Mb up.
Is the down speed still throttled by PlusNet?
13-09-2016 1:09 PM
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It looks like your connection may not have dropped following the previous profile change on our side. Could you try a single disconnect and reconnect to see if that gives you higher than 42Mbps please.
Re: Booking an engineer visit
13-09-2016 8:03 PM
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Reconnected and looking much better now, getting > 50Mbps to devices.
Thanks,
Nick.
Re: Booking an engineer visit
14-09-2016 9:02 AM
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Re: Booking an engineer visit
31-01-2017 7:17 PM
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Hi, my current situation is basically a replica of the above post, i apparently need another engineer visit (a.s.a.p pls :)) for a dropping connection but dont have 40-60 mins to make the call, so if one of the team here could make the arrangements for me it would be much appreciated, thanks kev
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