Five months.....

[#1]

I am disappointed to see that, I'm passing feedback on.

Sorry for any inconvenience or frustration caused.

I can see my colleague [CSA Removed] has changed the appointment date to 12th June PM.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

[#2]

Yes - I phoned and talked to [CSA Removed] and he got stuff sorted out for me on the phone 

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

[#3]

So BTOR phone up out of the blue on Wednesday - dismiss the engineer's results (from Monday) and goes and does something at the cabinet ... I have no idea what he did and there are no details on the ticket.

Today I see a set of test results which show a line drop just past 10am  and:

Start Time Stamp 2017-06-16T13:05:57Z

Ingress Code Violation 2
Egress Code Violation 12
Errored Seconds 9

And a comment from a CSA saying that the line is stable and therefore you consider the problem resolved.

How many times do I have to tell CS that the problem is NOT stability but packet loss impacting the IPTV service?

I'll need to watch IPTV for a few hours for the next few days to see if the problem has really gone away.

[#4]

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@Gandalf wrote:

I am disappointed to see that, I'm passing feedback on.

Sorry for any inconvenience or frustration caused.

I can see my colleague [CSA Removed] has changed the appointment date to 12th June PM.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

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Does anyone else this the moderation on this post is over-zealous, bordering on the inappropriate?
surely a plusnet memeber of staff has the right to post whatever they want, and a moderator is lower in the chain, thus a moderator should not be touching any post made by plusnet staff.

@Mav care to comment?

[#5]

If CSA names aren't allowed in posts then removing them makes sense, regardless of who post them, if anything the Staff should know the rules better than any member and @Mav shouldn't have needed to edit.

[#6]

@chenks76

In order to maintain our impartiality we need to moderate all forum members irrespective of their status.

chenks76 wrote:

thus a moderator should not be touching any post made by plusnet staff.

I can hear the cries of injustice if we left staff members' full previous post quotes, etc, in while editing the post above or below

[#7]

My bad here, apologies.
We're subject to the forum rules just like everyone else.

[#8]

curious as to why we're not allowed to disclose CSA names, but plusnet staff on the forum can have their names mentioned (and even displayed in their signatures) - see above.

what difference does it make if you say you spoke to "Agent A"? not like you are providing any real identifiable info to the public.

with regards to moderator staff posts - that doesn't quite sit well with me.
a moderator with an agenda (not saying there is one) could edit a staff post.
usually you moderate downwards, so a moderator would not be able to touch anyones posts that is on the same level as them or above them.

and does a staff member get threatened with a possible ban if they continue to flout the rules?

[#9]

The CSA that you speak to and answer tickets don't have the right of reply on these forums, staff members that frequent the forum do.

It's quite simple.

[#10]

I'n not complaining about the posts being edited to remove CSA's names in any post.  

I'd just like to find out what BT did on Wednesday (still no update on the ticket) and why the CSA decided that the problem had been resolved with NO indication of why....

The ticket still hasn't been updated with any details..... and are a scaffolding team still going to be sent out or has that now been cancelled?

[#11]

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@SteveA wrote:

I'n not complaining about the posts being edited to remove CSA's names in any post.  

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no-one is saying you are

[#12]

The scaffolding work is to 'rectify an observed issue which is non- service impacting.' Unfortunately we don't have a timescale or estimate for this to go ahead I'm afraid.

[#13]

OK  that's fine... Still would like to know what BTOR did last wednesday... I asked that on the ticket but it's all gone very silent.

I haven't had any problems with the TV service since BTOR did what they did so I'd like to know what they did and why it wasn't done back in January.

[#14]

Apologies for the lack of response on your ticket, here's a copy of the most recent engineer notes;

Service is now restored for the end customer and the line is testing ok to standards set. We need to make a subsequent visit to rectify an observed issue which is non- service impacting. The work required is Scaffolding is required to fix fault at top of dp and is located at Dp.

Apart from the non-service affecting work, we haven't been informed as to the steps the engineer took to restore your service to normal. I'll leave this ticket open with our faults team, they should get back to you shortly.

[#15]

So my line was migrated to a new VLAN

Line dropped yesterday afternoon at 16:21:16,  because PTM over DSL went down.

Profile is now 36.05 Mbps when it used to be over 40 and my download speed is now 34.51 Mbps

Friday morning : (902259.520000) PPPoE is up -​ Down Rate=43057Kbps, Up Rate=7193Kbps; SNR Margin Down=6.0dB, Up=5.3dB

Saturday afternoon : (1043666.550000) PPPoE is up -​ Down Rate=37241Kbps, Up Rate=7020Kbps; SNR Margin Down=6.1dB, Up=5.9dB

Latency is now over 56ms according to the BT speed test.

IPTV not watchable.

This is now getting very very annoying.