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3 months of hell and fed up

warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

3 months of hell and fed up

moved in to a house on 5th of march ...broadband was supose to be up and running...fair enought it was... but a day later i started losing synth... badly
i tryed 3 differant modens 4 diff filters and was allrdy pluggged into test socket
i tryed unplugging phone and still no luck...
so i call plusnet... to basicly be told (you have tio run the test as and when we say) otherwise they wont pass it to bt
end of june as things carry on and getting worse a engineer comes out plugs his modem in for it to bring back erros
he told me the ports need charnging at the exchange and it could be done that day (whole sale PT) told the engineer he is NOT allowed to change the ports
so now im rather angry and call plusnet... to be told they cant do anything till they get the report
they get the report and pass it back to BT but they wont give me a ETA on this been sorted (IT BEEN 3 MONTHS for heavens sake!) surley im entitiled to a ETA
now im at the stage where it takes me 10 minutes to load a webpage... my modem says my line gives me 2.5meg but a speed test gives me 800K
whilst downloading AVG updates i got a amazing 400 BYTES whilst downloading windows updates i got a wounderfull 250BYTES
maybe someone can see why i would have a party over this? its about time i got a **** eta
38 REPLIES
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

not even 1pm and disconnected 6 times  Cry  Angry  ..... thought this was suppose to be broadband  Huh
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: 3 months of hell and fed up

Hi warbleeder
Can you post your router stats please?
If life gives you lemons, make lemonade.
warbleeder
Grafter
Posts: 447
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Registered: ‎04-03-2010

Re: 3 months of hell and fed up

give me a few minutes
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

DSL Connection
Link Information

Uptime: 0 days, 0:20:57
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 2,432
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 22.65
Recorded Events

Time Message

Warning Jan 1 00:02:03 PPP link up (Internet) [81.174.173.133]

Info Jan 1 00:02:03 PPP CHAP Chap receive success : authentication ok

Info Jan 1 00:02:03 PPP CHAP Receive challenge (rhost = pcl-ag05)

Info Jan 1 00:02:02 PPP CHAP Receive challenge (rhost = ERX15.Sheffield2)

Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.1; downstream: 2432 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 6.0 dB, Up: 19.0 dB)

Info Jan 1 00:01:27 xDSL linestate down

Info Jan 1 00:01:19 xDSL linestate up (ITU-T G.992.1; downstream: 2464 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 7.0 dB, Up: 19.0 dB)

Warning Jan 1 00:01:48 PPP link up (Internet) [81.174.173.133]

Info Jan 1 00:01:48 PPP CHAP Chap receive success : authentication ok

Info Jan 1 00:01:47 PPP CHAP Receive challenge (rhost = ptn-ag03)

Info Jan 1 00:01:47 PPP CHAP Receive challenge (rhost = ERX15.Sheffield2)

Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.1; downstream: 2368 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 7.0 dB, Up: 18.0 dB)

Info Jan 1 00:01:28 xDSL linestate down

Info Jan 1 00:01:18 xDSL linestate up (ITU-T G.992.1; downstream: 2496 kbit/s, upstream: 448 kbit/s; output Power Down: 18.0 dBm, Up: 12.0 dBm; line Attenuation Down: 60.0 dB, Up: 31.5 dB; snr Margin Down: 6.5 dB, Up: 19.0 dB)

warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

ow and apprently i have internet connectiion but i am not (nor never have been) connected to a dns server

Connectivity Check
This page enables you to perform a connectivity check on an Internet service of your Thomson Gateway.
Choose an Internet service and click the button to launch the tests.


Internet Service to Check:

Test Results
Test Succeeded DSL
Test Succeeded ATM
Test Succeeded PPP
Test Succeeded IP
Test Failed Internet
Enabled/OKConnectivity to Gateway (195.166.130.36)
Disabled/Not OKConnectivity to DNS Server 1 (212.159.6.10)
Disabled/Not OKConnectivity to DNS Server 2 (212.159.6.9)
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: 3 months of hell and fed up

I would not worry about the DNS report, If Its a Plusnet router Its a known bug.
If life gives you lemons, make lemonade.
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

im not worried about dns  Roll eyes
my main problem is that i keep losing synth and it been going on 3 months
and the fact when i try and load webpages it often comes up with time out makes it even worse Sad
i had a engineer comes out on thursday who was willing to go to the exchange and put me stright onto new ports... pending whole sale agredd but they declined... money grabbers
so now i have a even bigger issue thats getting worse and worse and not been told a eta makes me even more angry
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: 3 months of hell and fed up

I think only Plusnet staff can help you with what you are saying, Your on a pretty long line though as It Is.
If life gives you lemons, make lemonade.
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

not realy its only 2 milies and getting nothing from plusnet at the mo
seems like i hit and dead end and im stuck here
i cant even get a copy of the engineers report (ive asked for 3 times)
apprently due n to data protection.... hows it been breached if i confirm secruity and its been sent to my plusnet email?
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: 3 months of hell and fed up

I'm not sure, Do you use Sky at all or a house alarm?
If life gives you lemons, make lemonade.
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

had sky put in last week but problem is from before then... plus net and the bt engineer have both said its down to the exchange... and that i need to be put onto new ports atthe exchange but (whole sale money grabbers) wouldnt let the engineer switch ports
so now im stuck with a problem thats getting worse and no1 will give me anyn idea of when it will be fixed
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: 3 months of hell and fed up

Hopefully a member of PN staff can shed some light on this for you when they are back on this forum next week, From what I have read PN can go above and beyond for customer satisfaction when needed.
If life gives you lemons, make lemonade.
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: ‎04-03-2010

Re: 3 months of hell and fed up

to be fair... plus next aint the issue...
it bt  but then again bt customer services did allways come last
here are the 2 reasons bt gave to the engineer as to why they wouldnt fix my issue
1. apprently my upload speed is higher than my download... and they wanted a copy of my usage of PN.... i spoke to PN  staff and they said my usage is irrelvant
2. because i can keep a connection for more than 5 minutes its not a urgant matter
so yea i moaned a PN staff but so far they have been ok its bt who are the problem
Community Veteran
Posts: 1,996
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Fixes: 5
Registered: ‎01-08-2007

Re: 3 months of hell and fed up

With an attenuation of 60dB, you are a resonable distance from the exchange... Sometimes phone lines take a long and convoluted route to the exchange. Sounds like the BT engineer, thinks you need a lift & shift, but the demigods at BT wholesale disagree.....  I had this issue a while back,and BT went all around the houses until they agreed, and it took a persistant engineer to get them to agree....  Anyhow, it does sound like an intermittant line issue.  Have you tried the router in the TEST socket behind the master faceplate?  You are on the older 20CN equipment, and given the attenuation, have a pretty good sync speed. I am sure that if jojo or adam pick this up tomorrow, things will move along for you. PlusNet in their defence, are better than most, at getting these things fixed.