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How long for a reply please?

nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

How long for a reply please?

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.

16 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 159
Thanks: 77
Fixes: 14
Registered: 26-03-2018

Re: How long for a reply please?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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

 

Plusnet Help Team
Plusnet Help Team
Posts: 159
Thanks: 77
Fixes: 14
Registered: 26-03-2018

Re: How long for a reply please?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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

 

Kind regards

Plusnet Help Team
Plusnet Help Team
Posts: 159
Thanks: 77
Fixes: 14
Registered: 26-03-2018

Re: How long for a reply please?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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

Plusnet Help Team
Plusnet Help Team
Posts: 153
Thanks: 53
Fixes: 5
Registered: 11-01-2018

Re: How long for a reply please?

@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

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

Thanks Dave,

 

I have responded to the ticket.

 

Kind regards

Plusnet Help Team
Plusnet Help Team
Posts: 5,334
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Fixes: 181
Registered: 01-01-2012

Re: How long for a reply please?

Thanks for responding.

We'll get you a update shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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.

Plusnet Help Team
Plusnet Help Team
Posts: 5,334
Thanks: 486
Fixes: 181
Registered: 01-01-2012

Re: How long for a reply please?

Sorry to hear you're still having issues.

We'll get your fault updated shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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.

nosnibor73
Dabbler
Posts: 16
Thanks: 3
Registered: 20-04-2018

Re: How long for a reply please?

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

Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
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Registered: 21-04-2017

Re: How long for a reply please?

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.

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