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Line Down - Local Issue or Exchange?

Teloriun
Dabbler
Posts: 18
Registered: ‎24-05-2014

Line Down - Local Issue or Exchange?

Hi
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.
9 REPLIES 9
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Line Down - Local Issue or Exchange?

Hi Teloriun,
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?
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Teloriun
Dabbler
Posts: 18
Registered: ‎24-05-2014

Re: Line Down - Local Issue or Exchange?

Hi...apologies...call of nature Cheesy
Feel free to ring me now Smiley
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Line Down - Local Issue or Exchange?

Thanks for speaking with me Teloriun  Smiley
Hopefully the engineer will fix the situation as of Thursday morning and your service will start working again. Downtime will be refunded.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Teloriun
Dabbler
Posts: 18
Registered: ‎24-05-2014

Re: Line Down - Local Issue or Exchange?

Thanks for the quick response Matty Thumbs_Up
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).
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Line Down - Local Issue or Exchange?

Glad that this is sorted (albeit, it may have been a long-winded way to a solution).
I'm pretty confident that the fibre should retrain as we haven't particularly touched the broadband asset from our side. Fingers crossed Smiley
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Teloriun
Dabbler
Posts: 18
Registered: ‎24-05-2014

Re: Line Down - Local Issue or Exchange?

Any idea how long it should take to retrain? (if this post now needs moving to broadband as the phone side is resolved, feel free)
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  Shocked
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
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Line Down - Local Issue or Exchange?

Hi Teloriun,
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
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Teloriun
Dabbler
Posts: 18
Registered: ‎24-05-2014

Re: Line Down - Local Issue or Exchange?

Hi Matty
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?
Acassim
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,075
Registered: ‎11-06-2007

Re: Line Down - Local Issue or Exchange?

Hi Teloriun,
I'll drop you a quick update on the support ticket in just a few minutes to address your question.