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Questions on problem with connection drops - speed

canonburyexchng
Dabbler
Posts: 21
Thanks: 1
Registered: 12-11-2017

Questions on problem with connection drops - speed


Questions on problem with connection drops - speed [lengthy details below. Has this morning been submitted as support request from troubleshooter - sorry for length.]

1. Is there a recommended program I can use to do regular pingbacks which then keeps a record of when the connection is dropped and when it is up to monitor and make a record of the dropped connection problem.

2. It seems probable to me that problem is in the copper wire from our flat to the cabinet in the street given that everything else should have changed. Can anyone think of any other possibility?





THIS to support request ...........

>>>>>>>>>>>>>
New transfer from BT was done Tues 7th Nov. Former BT broadband was NOT fiber and had similar problems but not as bad by far wrt connection unreliability.

Since Tuesday the internet connection has sometimes been fine but using various speed checkers, download speed is between 2 Mb/s and at most 8Mb/s [This is an improvement on BT which used to gve 1 to 2 maximum]. Checking using wired connection or wireless makes no difference.

Biggest issue is that connectioon continually drops. Sometimes for 30mins. Sometimes for 3-5 mins. Yesterday it was working/disconnected most of the day for alternate 3-10 minutes intervals. Very frustrating to use! On weds eve around 11.30pm the connection dropped completely and was still out at 1.30am and still at 8.30am. It eventually started working normally at midday. An openreach engineer called us at 9.30ish Thursday and said he would try to arrange an engineer to come before 1pm if he could. We heard nothing more and I think he was working for BT/a BT customer. Since the connection was back I did not chase.

Whilst first priority is to get a reliable connection. Speed is also well below minimum promised and I guess the two issues are related. Since we now use fibre rather than the copper wire from the street cabinet onwards to the internet and all cables from the box in the house as well as the router are new as supplied by plusnet,

I suggest that the problem is likely to be in the cable from our flat to the cabinet in the street assuming it is a hardware fault.

Various people in hopuse have mobiles android and iphone, laptops with windows from 10 to 7 to XP, TVs and TV boxes of 9 months to 3 years old. There is no difference in problems between devices.

Current line speed was similar yesterday when connection drops were awful.
Right now connection is OK [sunny weather could be related?]. I suspect problem may be caused by very old plastic box on front of [3m up] ground floor shops.

 

....... personal details rempoved ...........

 

Phone exchange:
    CANONBURY
Estimated line speed:
    39Mb (This may vary between 29Mb and 39Mb) - Checked on 2017-10-21 17:28:15
Current line speed:
    7.1 Mb

Data from https://portal.plus.net/my.html?action=data_transfer_speeder_speed


<<<<<<<<<<<<<<<<<

15 REPLIES
canonburyexchng
Dabbler
Posts: 21
Thanks: 1
Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Some random Event log entries from yesterday from Plusnet hub One > Troubleshooting > Event Log.

Since the 7pm yesterday ones [15 hours?] there are 10-15 pages full of event log entries.

Don't really know what I'm looking at. Any pointers?


Guess this may be the router recording what speed its getting?
The minimun guranteed is something like 26M

01:54:27, 12 Nov. (26032.810000) PPPoE is up -​ Down Rate=7649Kbps, Up Rate=1296Kbps; SNR Margin Down=6.2dB, Up=21.8dB

 

Thanks for any help - pointers. I am vaguely techy [former mainframe software worker] but this is stuff I look at at only when it breaks usually.


A.


02:44:57, 12 Nov. (29062.950000) CWMP: session closed before all requests were acked
02:44:57, 12 Nov. (29062.720000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
02:44:43, 12 Nov. (29049.080000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
02:44:43, 12 Nov. (29049.080000) CWMP: Session start now. Event code(s): '7 TRANSFER COMPLETE,4 VALUE CHANGE'
02:44:41, 12 Nov. (29047.220000) WAN operating mode is VDSL
02:44:41, 12 Nov. (29047.220000) Last WAN operating mode was VDSL
02:44:40, 12 Nov. (29045.870000) PPP IPCP Receive Configuration ACK
02:44:40, 12 Nov. (29045.850000) PPP IPCP Send Configuration Request
02:44:39, 12 Nov. (29044.590000) PPP IPCP Send Configuration ACK
02:44:39, 12 Nov. (29044.590000) PPP IPCP Receive Configuration Request
02:44:37, 12 Nov. (29042.850000) PPP IPCP Send Configuration Request
02:44:34, 12 Nov. (29039.850000) PPP IPCP Send Configuration Request
02:44:31, 12 Nov. (29036.850000) PPP IPCP Send Configuration Request
02:44:31, 12 Nov. (29036.850000) PPP IPCP Receive Configuration NAK
02:44:31, 12 Nov. (29036.820000) PPP IPCP Send Configuration ACK
02:44:31, 12 Nov. (29036.820000) PPP IPCP Receive Configuration Request
02:44:31, 12 Nov. (29036.820000) PPP IPCP Send Configuration Request
02:44:30, 12 Nov. (29035.630000) PPPoE is up -​ Down Rate=7649Kbps, Up Rate=1296Kbps; SNR Margin Down=6.0dB, Up=21.8dB
02:44:30, 12 Nov. (29035.620000) CHAP authentication successful
02:44:30, 12 Nov. (29035.470000) CHAP Receive Challenge
02:44:30, 12 Nov. (29035.460000) Starting CHAP authentication with peer
02:44:30, 12 Nov. (29035.460000) PPP LCP Receive Configuration ACK
02:44:30, 12 Nov. (29035.430000) PPP LCP Send Configuration Request
02:44:30, 12 Nov. (29035.430000) PPP LCP Receive Configuration Reject
02:44:29, 12 Nov. (29035.410000) PPP LCP Send Configuration Request
02:44:29, 12 Nov. (29035.090000) PPP LCP Send Configuration ACK
02:44:29, 12 Nov. (29035.090000) PPP LCP Receive Configuration Request
02:44:26, 12 Nov. (29032.410000) PPP LCP Send Configuration ACK
02:44:26, 12 Nov. (29032.410000) PPP LCP Receive Configuration Request
02:44:26, 12 Nov. (29032.410000) PPP LCP Send Configuration Request
02:43:53, 12 Nov. (28999.100000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
02:43:52, 12 Nov. (28998.260000) PPPoE is down after 5 minutes uptime [Disconnected]
02:43:50, 12 Nov. (28996.040000) PPP LCP Send Termination Request [PPPoE PADT received]
02:39:32, 12 Nov. (28737.620000) CWMP: session closed before all requests were acked
02:39:31, 12 Nov. (28737.400000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
02:39:23, 12 Nov. (28729.180000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
02:39:23, 12 Nov. (28729.170000) CWMP: Session start now. Event code(s): '7 TRANSFER COMPLETE,4 VALUE CHANGE'
02:38:53, 12 Nov. (28698.900000) CWMP: session closed before all requests were acked
02:38:53, 12 Nov. (28698.670000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
02:38:45, 12 Nov. (28691.310000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
02:38:45, 12 Nov. (28691.300000) CWMP: Session start now. Event code(s): '7 TRANSFER COMPLETE,4 VALUE CHANGE'
02:38:44, 12 Nov. (28689.470000) WAN operating mode is VDSL
02:38:44, 12 Nov. (28689.470000) Last WAN operating mode was VDSL
02:38:42, 12 Nov. (28688.150000) PPP IPCP Receive Configuration ACK
02:38:42, 12 Nov. (28688.130000) PPP IPCP Send Configuration Request
02:38:42, 12 Nov. (28688.120000) PPP IPCP Receive Configuration NAK
02:38:42, 12 Nov. (28688.090000) PPP IPCP Send Configuration ACK
02:38:42, 12 Nov. (28688.090000) PPP IPCP Receive Configuration Request
02:38:42, 12 Nov. (28688.090000) PPP IPCP Send Configuration Request
02:38:41, 12 Nov. (28686.930000) PPPoE is up -​ Down Rate=7649Kbps, Up Rate=1296Kbps; SNR Margin Down=6.1dB, Up=21.9dB
02:38:41, 12 Nov. (28686.920000) CHAP authentication successful
02:38:41, 12 Nov. (28686.770000) CHAP Receive Challenge
02:38:41, 12 Nov. (28686.770000) Starting CHAP authentication with peer
02:38:41, 12 Nov. (28686.770000) PPP LCP Receive Configuration ACK
02:38:41, 12 Nov. (28686.740000) PPP LCP Send Configuration Request
02:38:41, 12 Nov. (28686.740000) PPP LCP Receive Configuration Reject
02:38:41, 12 Nov. (28686.710000) PPP LCP Send Configuration ACK


B.

19:23:15, 11 Nov. ( 2573.050000) NTP synchronization start
19:18:09, 11 Nov. ( 2266.820000) NTP synchronization start
19:17:09, 11 Nov. ( 2206.780000) NTP synchronization failure!
19:15:19, 11 Nov. ( 2096.780000) NTP synchronization failure!
19:13:29, 11 Nov. ( 1986.780000) NTP synchronization failure!
19:13:25, 11 Nov. ( 1982.690000) NTP synchronization start
19:13:06, 11 Nov. ( 1963.760000) NTP synchronization start
19:12:06, 11 Nov. ( 1904.570000) NTP synchronization failure!
19:12:01, 11 Nov. ( 1899.580000) NTP synchronization start
19:10:30, 11 Nov. ( 1808.350000) NTP synchronization failure!
19:08:40, 11 Nov. ( 1698.350000) NTP synchronization failure!
19:06:50, 11 Nov. ( 1588.350000) NTP synchronization failure!
19:06:46, 11 Nov. ( 1583.990000) NTP synchronization start
19:02:34, 11 Nov. ( 1331.750000) NTP synchronization start
19:01:36, 11 Nov. ( 1274.370000) NTP synchronization failure!
19:01:32, 11 Nov. ( 1270.040000) NTP synchronization start
19:01:23, 11 Nov. ( 1261.000000) NTP synchronization failure!
19:01:07, 11 Nov. ( 1245.100000) NTP synchronization start
19:00:44, 11 Nov. ( 1221.780000) NTP synchronization failure!


C.

18:44:48, 11 Nov. IN: BLOCK [15] Default policy (TCP [185.103.229.184]:8080-​>[51.7.227.243]:44575 on ppp3)
18:44:48, 11 Nov. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.64]:44575-​>[185.103.229.184]:8080 on ppp3)
18:44:47, 11 Nov. IN: BLOCK [7] ICMP replay (ICMP type 11 code 0 195.166.143.132-​>51.7.227.243 on ppp3)
18:44:46, 11 Nov. IN: BLOCK [15] Default policy (TCP [185.103.229.184]:8080-​>[51.7.227.243]:44576 on ppp3)
18:44:35, 11 Nov. IN: BLOCK [15] Default policy (TCP [17.252.60.23]:5223-​>[51.7.227.243]:52319 on ppp3)
18:44:35, 11 Nov. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [54.89.107.55]:80-​>[51.7.227.243]:42868 on ppp3)
18:44:33, 11 Nov. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [52.212.225.60]:80-​>[51.7.227.243]:37012 on ppp3)
18:44:30, 11 Nov. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [54.89.107.55]:80-​>[51.7.227.243]:42868 on ppp3)
18:44:30, 11 Nov. IN: BLOCK [15] Default policy (TCP [216.58.198.226]:443-​>[51.7.227.243]:37737 on ppp3)
18:44:29, 11 Nov. BLOCKED 1 more packets (because of Default policy)
18:44:28, 11 Nov. IN: BLOCK [15] Default policy (TCP [216.58.212.131]:443-​>[51.7.227.243]:48444 on ppp3)


D.


17:57:58, 11 Nov. ath00: STA c0:cb:38:89:4f:2a IEEE 802.11: Client associated
17:57:56, 11 Nov. ath00: STA c0:cb:38:89:4f:2a IEEE 802.11: Client disassociated
17:57:42, 11 Nov. ath10: STA 80:d6:05:05:86:1f IEEE 802.11: Client associated
17:55:56, 11 Nov. ath10: STA d0:c5:f3:08:cd:96 IEEE 802.11: Client associated
17:54:42, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33463 on ppp3)
17:54:35, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33462 on ppp3)
17:54:23, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33461 on ppp3)
17:54:03, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33459 on ppp3)
17:53:54, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33458 on ppp3)
17:53:44, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33457 on ppp3)
17:53:35, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33456 on ppp3)
17:53:28, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33455 on ppp3)
17:53:15, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33454 on ppp3)
17:53:06, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33453 on ppp3)
17:53:03, 11 Nov. IN: BLOCK [16] Remote administration (UDP [185.103.229.184]:44711-​>[51.6.72.253]:33452 on ppp3)

 

bluewhale
Rising Star
Posts: 885
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Registered: 30-07-2007

Re: Questions on problem with connection drops - speed

if you change the dropdown to WAN you'll see the connects/disconnects

 

also the helpdesk page will show how long you have been connected

i am currently using routerstatshub which logs the data from the helpdesk page and shows in graph form

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Thanks BlueWhale. The WLAN logs fill to max of 300 entries every hour or so!!

Haven't managed to install the routerstats program YET as I could only find it on an unknown site and wanted to run it through a virus checker first. AVG and Avast installs both fail due to hopeless internet. Suspect three will object if I buy a data plan and use it for that. Things were easier back in the day.

 

Good news - got thru to support on the phone yesterday where a chap called Paul was excellent.

 

After running some tests and calling me back the conclusion was this:

>>>>
Your fault has now been raised with Openreach who we work with on Phone issues for further investigation. They have advised the estimated time for resolution is 15/11/17 23:59:59. Please note this is only an estimate and the fault could be resolved before this date, however we will continue to monitor for updates from them and if we are able to provide an update sooner than this we will do so.

**internal**

Fault Type:Noisy
Test Results:Unbalanced Cable
Fault Ref:*********

Estimated Resolution Time:15/11/17 23:59:59
Contact Details:*********

Please do not hesitate to get back in touch online at http://contactus.plus.net or alternatively, you can get answers to most questions using our support pages by going to Help and Support were you can find helpful guides for most issues.
<<<<

 

This is remarkable and a million times better than BT since on the BT account we transferred to I have had 3 similar conversations this year with the BT guys which concluded, there's nothing wrong with your line or connection [giving 1Mbps in 0207 / zone 2 London!]. Progress that at least one fault is acknowledged and a process is started.

 

Unfortunately openreach means back to BT. Understand there's a good chance they will insist there's nothing wrong!!

 

Also understood BT have to conclude their bit within 48hrs [starting from 1pm Mon how does that translate to MIDNITE Weds?]. BT time [I'm beginning to dislike them]? When I rang the BT retentions team to cancel the add ons, the bloke insisted performance on plusnet would be worse and I laughed at him. My paranoid side is wondering if he pulled some wires to make a point. However old we get, stupid thought processes don't die Smiley.

 

Plusnet Paul said we would have to complain again if it doesn't work after Thurs morning but just wondering if anyone knows what the next stage is / how long. I am getting the impression it will likely be weeks before normality.

 

Yesterday the connection was hopelessly up and down. This morning worse, just down.
I have tethered my mobile with three to post here.

 

Since the problems were less bad with the BT HomeHub [not on fibre], I wondered if I *can* use that temporarily on the plusnet connection. My thought is that the tolerance for a bad line is maybe lower on the plusnet so it drops the connection more often and makes it less useable. Opinions?

 

Would also be happy to buy a router if it helped us through the period of sorting out the issue. Was looking at a TD-W9970 in Maplin yesterday. Really don't know what I am doing though so need advice.

 

canonburyexchng
Dabbler
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

One other question. I am repeatedly getting this message when I click connect on the plusnet hub control panel

>>>>>>>>>
A new firmware was successfully downloaded to Plusnet Hub One.



Current Version SAGEM_PH1 version 4.7.5.1.83.8.226
New Version version


Upgrading Plusnet Hub One will erase all user-defined settings.

Do you want to upgrade to the new version?
>>>>

Offers OK and Cancel and I have clicked Cancel a few times. Is this a kosher update or is it a threat.
See notes on default firewall settings. We were running 4 days with the router firewall off.

Any way I can verify it's OK?
I could just factory reset the router and then let it grab the update again now the firewall is on.

Of course one of my housemates may have clicked OK by now.

One feedback point for plusnet. I turned on firewall and safe surf [firewall that blocks torrent?] on Saturday. Why do you not turn these on as default for new customers, Surely those who need them switched off will be better able to do that than those that just plag and play stuff out of the box.

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Have posted the test result [Noisy, Unbalanced Cable] a few times with my experience of the former monopoly provider but posts are removed without notification/explaination - they auto moderate-kill posts with the 2 letter name in it?

............ So skipping that bit [conclusion was Thurs morning]  .............

Plusnet support said we would have to complain again if it doesn't work after Thurs morning but just wondering if anyone knows what the next stage is / how long. I am getting the impression it will likely be weeks before normality.


Yesterday the connection was hopelessly up and down. This morning worse, just down.
I have tethered my mobile with three to post here.


Since the problems were less bad with the old HH4 [not on fibre], I wondered if I *can* use that temporarily on the plusnet connection. My thought is that the tolerance for a bad line is maybe lower on the plusnet so it drops the connection more often and makes it less useable. Opinions?


Would also be happy to buy a router if it helped us through the period of sorting out the issue. Was looking at a TD-W9970 in Maplin yesterday. Really don't know what I am doing though so need advice.

Moderator
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Re: Questions on problem with connection drops - speed

Moderator's note:

Several posts were caught by the Spam Filter and subsequently released.

 

I have removed the duplicate posts.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

view of house at front. tel line enters house below top RHS window and has an openreach box on that exterior wall.

Thin tel wire runs along ledge behind drains and then along party wall to the boxxes in the next post

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

These [one/both] are the first connection as wire heads towards the cabinet and I suspect they are giving the reduced speed.

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Thanks for the help May.

Just want to post an update here.

Whilst the internet connection was completely down and largely unusable until Tues 16th afternoon ca.2pm. From 4pm that day it has been up and working very well without dropping the connection.

Happy with that so thanks if someone did something as I guess they did.

However the maximum download speed shows as 8Mb/s still.

New/changed is that we now see upload speeds of around 7 Mb/s.

I suspect the pics/old boxes are probably the speed throttler and whilst the connection has now been almost 48hrs very good and the connection drop seems fixed, the reduced speed suggests there may still be an issue to fix. We are certainly happy if the current service level continues to wait some days for the speed to settle but if it doesn't increase, I feel there nis still a problem for openreach to fix.

Sppeds I measured are from broadbandspeedchecker co uk
In myOP I posted
>>
Phone exchange:
    CANONBURY
Estimated line speed:
    39Mb (This may vary between 29Mb and 39Mb) - Checked on 2017-10-21 17:28:15
Current line speed:
    7.1 Mb

Data from https://portal.plus.net/my.html?action=data_transfer_speeder_speed

<<

Does anyone know how I get that current line speed again. I can't get it and the link gives a load of icons.

canonburyexchng
Dabbler
Posts: 21
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Tried to mail response to plusnet email sent about ticket. It bounces with not monitored [donotrepl at is better email address if you're going to do that].

 

Is there any way to send a response to a ticket opened on the phone

 

Or please can plusnet staff pick up my last 3 posts and reply. Thanks.

bmc
Pro
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Registered: 28-02-2017

Re: Questions on problem with connection drops - speed

Have you checked your PlusNet Members page for open tickets?

 

Brian

Browni
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Posts: 2,267
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Re: Questions on problem with connection drops - speed

Is it this link you are looking for?
https://portal.plus.net/my.html?action=stable_rate
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
canonburyexchng
Dabbler
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Registered: 12-11-2017

Re: Questions on problem with connection drops - speed

Thank you Brian and Browni.

 

Tickets are not called tickets. You have to

1. click member center to get the home page displayed after login and then

2. click view your questions on the help and support section of that page.

 

Not sure where the speed and exchange stuff is linked but your url is excellend and bookmarked here.

 

Now I see:

Estimated line speed:39Mb (This may vary between 29Mb and 39Mb) - Checked on 2017-10-21 17:28:15

Current line speed:8 Mb

 

Ticket has lots more stats anyway and an update is promised for later.

 

So far plusnet have been very good in stark contrast to bt who announced this morning by email that we had placed an order to transfer broadband back to them at midnite today [hell no]. 2.5 hours of calls later they insist it's been stopped but have not confirmed either that or my complaint in writing as the manager to whom it was escalated promised. all recorded but what can I do. Plusnet helpful again confirming no transfer is requested.

bmc
Pro
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Re: Questions on problem with connection drops - speed

@canonburyexchng

I've been a member long enough to remember when you could raise a "ticket" and then wait for an answer. PlusNet support staff will also refer to "tickets" when answering on the forum!!!

 

However, as you say they are "questions" on the Support page. At least you found your ticket.

 

Brian