How long for a reply please?

[#1]

Hi I raised a ticket on Friday about the connection dropping a few times a day.  I've heard nothing back since Friday and wondered how long I have to wait for the 'tests' to be done.  Looking at a few of the forum topics this seems to be a bit of a problem.  Its becoming very frustrating, trying to do work etc or as in my daughters case, a video interview, and being cut off because of the connection dropping.  Could anyone please tell me how long before I get a reply to my ticket.  Many thanks.

[#2]

Hi @nosnibor73, I'm sorry that your fault hasn't been picked up.

I've tested your line, however the test isn't picking up the cause of the problem:

GEA Test Detail
Circuit ID	NA	Service ID	BBEU28XXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	71.6 Mbps
Upstream Speed	18.7 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	468.0
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 08:30 to 08:45
Interference Location	Unknown
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2018-04-13T11:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	70.0 Mbps	73.8 Mbps	71.1 Mbps
Up Stream Line Rate	16.2 Mbps	19.9 Mbps	18.1 Mbps
Up Time	832.0 Sec	900.0 Sec	898.8 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-04-26T09:52:21Z	2018-04-26T10:07:21Z
Ingress Code Violation	0	0
Egress Code Violation	0	0

However, your connection log shows the drops in connection:

If you've not done so already, please can you run through the troubleshooting steps here. Please let us know if the troubleshooting checks don't resolve the problem.

[#3]

Hi @EmilyD, we have tried all the troubleshooting checks and had it connected into the test socket, but we are still getting the drops.    We were connected to Plusnet  on the 16th March and the first month we had no problems at all, the connection dropping only started on the 16th April..

Kind regards

[#4]

Thank you for confirming that you have completed the troubleshooting checks and that these haven't resolved the problem. The next step would be for us to arrange an engineer visit to carry out further testing on your line.

Please can you reply to the fault ticket here:  https://www.plus.net/wizard/?p=view_question&id=172915343 or the text message that I've sent with your availability for an engineer and I'll get this booked in for you.

[#5]

Thank you @EmilyD, I have replied to the fault ticket.

Kind regards

[#6]

Thank you for confirming that. I've booked in the appointment for your earliest available requested date.

Please don't hesitate to get back in touch if you need to re-arrange the appointment or if you continue to experience any problems with your connection following the engineer visit.

[#7]

So the engineer has been, confirmed the internal wiring was absolutely fine but there was a fault on the line 527m away from the house, which was near the box.  He changed the jumpers in the box and confirmed everything was ok. However, we are still getting drops out.  What is the next step to try and solve this problem?  Thank you

[#8]

@nosnibor73

Thanks for coming back to us.

I'm sorry to hear that this is ongoing. I've raised this with our suppliers and updated your fault ticket asking for your availability as this will need to go to a second engineer at this stage.

If you could respond to the ticket and let me know when that's done, I'll get the engineer booked in for you ASAP.

Best Wishes,

Dave

[#9]

Thanks Dave,

I have responded to the ticket.

Kind regards

[#10]

Thanks for responding.

We'll get you a update shortly.

[#11]

So, the engineer came last week, changed the SNR from 3dB to 6dB, checked everything, done various tests and was happy.  A week and one day later, as well as getting a slower speed than what we had, the drop outs are becoming more frequent again.  Could this problem please be sorted.  It is getting frustrating, as we are paying for a service that we are not receiving.  I have updated the ticket with this information.

[#12]

Sorry to hear you're still having issues.

We'll get your fault updated shortly.

[#13]

So, the engineer did some work on our line, not sure if we will get any more drop outs as its too early to say, however, we are now only getting speeds between 10.1Mbps and 13Mbps.  This is not acceptable and I am now starting to look for a different provider.  This is not the service I signed up for or will agree to pay for, for much longer! Over a month now I have been having issues, one of those issues cost my daughter a job interview.

I have updated the ticket again.

[#14]

Just a quick update - we are still getting drop outs and currently 11mbps download speed!!!!! 

[#15]

Hi there.

I'm sorry to see you're still experiencing connection problems.

From what I can see it looks like our suppliers would like to arrange another engineer visit.

I'll update your fault ticket with this info shortly.