Line Down - Local Issue or Exchange?
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Line Down - Local Issue or Exchange?
16-09-2014 2:31 PM
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Raised a support ticket under 91658420 about the home phone and internet going down at my residential address.
Last time this happened, it was actually an exchange problem and it took a few hours for someone to 'notice'. Wondering if anyone would be so kind as to double check the Plusnet accounts on the 'LCATH' exchange?
Neighbours have no issues, but they're on a mixture of BT or Sky. Thanks.
Re: Line Down - Local Issue or Exchange?
16-09-2014 2:38 PM
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I have run a test and it looks like it has identified a fault locally, rather than at your exchange.
We are likely to need to book an engineer, so I have just tried calling you to discuss this but have been unable to get a response.
Is there a convenient time to try and call you again?
Re: Line Down - Local Issue or Exchange?
16-09-2014 2:48 PM
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Feel free to ring me now
Re: Line Down - Local Issue or Exchange?
16-09-2014 3:05 PM
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Hopefully the engineer will fix the situation as of Thursday morning and your service will start working again. Downtime will be refunded.
Matty
Re: Line Down - Local Issue or Exchange?
18-09-2014 1:10 PM
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Engineer has been. Apparently there was some corrosion on the cable outside the house (so it snapped)....which I found interesting as I'd mentioned to the original installer that when it rained we tended to have some crackling on the phone line. hmm.
Anyway, its up and running...although the broadband speed seems to have dropped by 50% - presumably it'll retrain or summit (on 80/20 account, but its' running more like 40/10).
Re: Line Down - Local Issue or Exchange?
18-09-2014 1:22 PM
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I'm pretty confident that the fibre should retrain as we haven't particularly touched the broadband asset from our side. Fingers crossed
Re: Line Down - Local Issue or Exchange?
23-09-2014 6:52 PM
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I ask as the speed has...well...got worse...and today its dropped again (probably as it's just started raining).
I've seen a significant drop - from high 60's and double the ping
Normal btwholesale Test
Download Speed (Mbps): 25.10
Upload Speed (Mbps): 11.69
Ping Latency(ms): 39.38
Extra Diagnostic btwholesale Test
Download speedachieved during the test was - 25.1 Mbps
For your connection, the acceptable range of speedsis 34.07 Mbps-42.59 Mbps
Additional Information:
IP Profile for your line is - 42.59 Mbps
Upload speed achieved during the test was - 11.69Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
BT BROADBAND AVAILABILITY CHECKER
Downstream Line Rate(Mbps) Upstream Line Rate(Mbps)
High Low High Low
FTTC Range A (Clean) 79.5 60 20 19.6
FTTC Range B (Impacted) 70.9 43.8 20 13.9
Plusnet Website
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
26.4 Mb
Re: Line Down - Local Issue or Exchange?
25-09-2014 9:30 AM
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Thanks for speaking to me this morning. Sorry this was never responded to yesterday.
I will get the ball rolling now to see if we can get the speeds back up to scratch. I have run some tests on the phone side of things, and we've identified a different sort of fault.
We've been informed that this should be resolved by Monday, but I've gotten an expert to make sure that you're updated on Ticket: 92083442.
Matty
Re: Line Down - Local Issue or Exchange?
01-10-2014 6:47 PM
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Thanks for your assistance with this fault; much appreciated.
The ticket, 92083442, has been updated with the work supposedly completed (just waiting for the line speed to improve).
Would you know whether the comment I've added to the ticket will be responded to by the tech team?
Re: Line Down - Local Issue or Exchange?
02-10-2014 2:45 PM
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I'll drop you a quick update on the support ticket in just a few minutes to address your question.
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