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Failed FTTC Install Ticket 104386386

Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Failed FTTC Install Ticket 104386386

I have raised a ticket https://portal.plus.net/wizard/?p=view_question&id=104386386
No reply from PN yet.
I know I am on a long line, but the new cabinet is 3km closer to my home than the cabinet, this puts me at about 2km from the cabinet. Never expected to get superfast speeds.
The BTO engineer tried to get FTTC working on Tuesday, the line synced at 5Mb but would not stay connected for 30s or so. Various line tests were done and he decided to try a new D-side pair, so off he goes, into the wind and rain, and changes the D-side pair, now it syncs at 4Mb and also does not hold for very long. So not really an improvement and at this point he has been here 2 hours and decided he would call this a line fault and get another part of BTO to investigate.
So before he left he put my back onto ADSL, now my line just about syncs at 2400kb/s, it use to connect at 3100kb/s so that is not good either.
I see I have just been sent a ticket https://portal.plus.net/wizard/?p=view_service_notice&id=230616318 which indicates I plan to move away from PN, well I have not done that. Please explain.
Right now I am paying for Unlimited Fibre but getting even slower ADSL than before! All at the full costs we are charged on a Market 1 exchange.
Just a little update from a human would be helpful. It is unclear if PN are handling this at all right now or if the communication between PN and BTO has broken down and I am in limbo.
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
33 REPLIES
MattyC
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Re: Falied FTTC Install Ticket 104386386

I will be your human in this circumstance. I'm in the process of contacting OR, and will update this thread/your ticket shortly.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
MattyC
Champion
Posts: 3,192
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Registered: 10-04-2014

Re: Falied FTTC Install Ticket 104386386

Apologies for the double post.
I'm sorry that the work wasn't done on the first touch, and that you haven't had an update since. The engineer has crossed your order off as a missed appointment, however updated the notes reflecting that it's a long line issue, so it's a little contradicting. It also means that your order has unfortunately been a little stagnant as we're being informed that we need to reappoint.
I've contacted our suppliers this morning and have gotten them to raise a task for someone to come out and fix the issue. We've been asked to check up on Monday (though it may be Tuesday due to the Bank Holidays).
I will update your ticket shortly.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Falied FTTC Install Ticket 104386386

Thank you Matty much appreciated.
He was very busy that day, I know earlier in the day that he had another appointment which he could not resolve as the person was not at home. Not me, I was home all the time working that day.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Failed FTTC Install Ticket 104386386

Don't give the "missed appointment" thing another thought, it' just an explanation as to why there's been little progress. Hope we get this fixed for you soon though.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

I am now on a very poor quality wire pair even for ADSL.
See my TBB latency graph http://www.thinkbroadband.com/ping/share/a47ab18b384fa4baa95e6a6bca8f3c7c-21-05-2015.html, which shows in the evening the line quality is now very poor in the evenings, this did not happen before the events on Tuesday.
All I can do at the moment is to give BTO and PN a fair chance to resolve this, which I hope will happen.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
MattyC
Champion
Posts: 3,192
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Registered: 10-04-2014

Re: Failed FTTC Install Ticket 104386386

It's frustrating, as your connection shouldn't have been worsened by the failed install. I'd be happy to refund the difference as downtime for you, but more importantly I hope we come to a fix soon.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 3,366
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Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Hello Matty, Yes it is frustrating, lets talk about compensation or similar once we find out where I am left on VDSL or ADSL at the end of BTO doing their best. Wink
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
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Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Any update from PN or BTO on this please?
Over the weekend even basic web browsing for two of us as we looked for a holiday later this year was very poor, using dslstats, I could see that often the ES/hour was in the 3000's range, i.e. there were constant errors on the line. BT DLM has raised the SNR target now. The new wire pair is not at all good.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Any update again today please?
See all the red packets on this ping quality monitor? Never use to have this, it is not normal.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Not convinced PN is doing all they can on this issue, Yes it is a long line, but a bump to 4Mb Down and 1Mb Down would be great if that is all that is possible at the house. At the DP, the JDSU tester achieved 8Mb reliably and did not drop out, at my home, the JDSU connected at 4Mb and was dropping out. Suggests there is a fault between the DP and my Home.
And now I get lots of dropped packets overnight the ES/hour value is in the 3000 range which makes even basic web browsing not great.
More poor browsing due to packet loss last night http://www.thinkbroadband.com/ping/share/046c6065a4fd9603667e3591803d4af6-29-05-2015.html
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Latest reply from PN:
Quote
Dear XYZ,
Thank you for getting back to us,
I understand that you have investigated the speeds and found that from the DP is it around 8MB but our suppliers are still advising that because of the speed Fibre is not possible. We can cancel the current order and raise a fault against your ADSL speeds but other then this we will be unable to proceed with Fibre.
I apologise for any inconvenience this may have caused and thank you for your patience in this matter.
Please do not hesitate to get back in touch Online or by phone on 0800 432 0200 if we can be of further assistance.

This Question is now on hold until Monday 8th June at 7:00am.


To which I replied

Quote
I do not understand the reply, maybe it includes a typo.
The sentence ".. our suppliers are still advising that because of the speed Fibre is not possible." Does not make sense.
I have neighbours on Fibre who are connected as 5Mb. When the BTO engineer was testing my line, at the house the downstream attenuation on VDSL2 was shown as about 36dB by the JDSU. My neighbour also has a line with an attenuation of 36dB and is connected at 5Mb.
I request that BTO takes a look at all the line between my house and the DP, the test evidence suggests there is a problem between the house and the DP, the tree branch touching the wire could be the root cause. BTO could come and take a look.
What do you think?
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Hello PN, BTO have been again today, Fibre is connected but is a little slow. Please could you change my line profile so I get the full speed please. I am limited to 1.5Mb right now, maybe to a setting on PN's side of the connection.
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Plusnet Help Team
Plusnet Help Team
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Registered: 01-01-2012

Re: Failed FTTC Install Ticket 104386386

They've not closed the order off yet so I can't test it but I've increased the profile on our end.
If you log into the router and disconnect then reconnect you'll pick the new profile up.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Failed FTTC Install Ticket 104386386

Thank you Matthew that has helped a great deal Wink
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed