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Fault reported. How long before an update?

jafreer
Aspiring Pro
Posts: 844
Thanks: 54
Registered: ‎13-10-2012

Fault reported. How long before an update?

I reported a fault on the 15th July. I would like to know how long before I get an update on this?

 

When my phone is used, my FTTC connection disconnects.

 

I have connected to the test socket to rule out any internal wiring. I have also removed the MK3 filter in case that is at fault and tried 2 different external microfilters in the test socket. I have also tried 2 different modems and 2 different phones. The fault persists under all these circumstances so I can't think of anything else to try other than wait now for an update.

 

 

How long does this usually take?

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 638
Thanks: 172
Fixes: 25
Registered: ‎11-01-2018

Re: Fault reported. How long before an update?

 

Hi @jafreer

 

Thanks for your patience whilst we investigated this and apologies for the delay.

 

I've updated the ticket on your account here

 

If you could let us know when you've responded that would be great.

 

Best wishes,

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
jafreer
Aspiring Pro
Posts: 844
Thanks: 54
Registered: ‎13-10-2012

Re: Fault reported. How long before an update?

Thank you Dave,

 

I have responded with availability for engineer.

 

Best regards,

 

John

Plusnet Help Team
Plusnet Help Team
Posts: 9,977
Thanks: 3,167
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Registered: ‎21-04-2017

Re: Fault reported. How long before an update?

Thanks John. I can see we've got the appointment booked in. Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jafreer
Aspiring Pro
Posts: 844
Thanks: 54
Registered: ‎13-10-2012

Re: Fault reported. How long before an update?

Engineer visit went well. He tidied up all the wiring behind the master socket and then ran a bunch of tests which highlighted a fault.

 

I'm not sure the actual cause of the fault was found as he switched me to a different pair but either way, switching to a different pair resolved the issue of the broadband disconnecting every time the phone was used.

 

He also fitted a MK5C master socket.

 

Speeds nearly back to normal. Interleave depths back to where they were, G.INP activated on downstream, now just waiting to see if I will go back on a 3db downstream SNR margin, which will provide another speed boost that should put me back to around where I was pre fault.

Thanks to Plusnet for organising the engineer visit quickly.

Plusnet Help Team
Plusnet Help Team
Posts: 6,113
Thanks: 591
Fixes: 229
Registered: ‎01-01-2012

Re: Fault reported. How long before an update?

Glad to hear they've been thorough

Fingers crossed that's sorted the issue

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team