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Booking an engineer visit

FIXED
witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Booking an engineer visit

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)?Huh

Suffering download speeds <2Mbps for over a week now due to this fault where I've previously had >50Mbps.

 

Nick.

12 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Booking an engineer visit

That's booked in for tomorrow morning.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Re: Booking an engineer visit

Great, thanks for the help Chris.

Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Booking an engineer visit

No proble, I've confirmed that on the ticket too. Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Re: Booking an engineer visit

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.

Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Booking an engineer visit

Can you try a single disconnect/reconnect for me, I've just upped the profile to match the connection speed now.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Re: Booking an engineer visit

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

nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: Booking an engineer visit

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.

witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Re: Booking an engineer visit

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.Cool 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.Cool D2( 5.Cool 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?

Plusnet Help Team
Plusnet Help Team
Posts: 4,287
Thanks: 907
Fixes: 181
Registered: 25-03-2015

Re: Booking an engineer visit

Fix

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
witnic
Newbie
Posts: 6
Thanks: 1
Registered: 07-09-2016

Re: Booking an engineer visit

Reconnected and looking much better now, getting > 50Mbps to devices.

 

Thanks,

 

Nick.

Plusnet Help Team
Plusnet Help Team
Posts: 4,287
Thanks: 907
Fixes: 181
Registered: 25-03-2015

Re: Booking an engineer visit

Glad to hear that. Thanks for letting us know Thumbs Up

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
KevLFC
Dabbler
Posts: 11
Registered: 09-06-2014

Re: Booking an engineer visit

Hi, my current situation is basically a replica of the above post, i apparently need another engineer visit (a.s.a.p pls Smiley) 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