Migration Query

[#1]

I know I was moved to a different port on the line card as my line attenuation dropped from 58db to 49db.........but as far as I know I have not been moved to a different line card and my router has never been disconnected long enough for BT to put me on a different line card since they moved me to another port.......
When you did your tests on my line and you saw the problems I am having that took anything out of the equation apart from the exchange, ie anything in my house and the line from the exchange to my house......so it most likely the line card, dodgy BT wiring or a DLM fault at the exchange......whatever it is has nothing to do with me or the line from the exchange or you wouldn't have seen the problems yourself, so why can't you simply communicate this to BT and get them to start at the exchange?......or is that too much use of common sense?
You already explained to me that you have everything you needed now from your tests to get BT to fix the problem, so why now all of a sudden do I need a BT visit....?
All this has gone on for nearly 1 month now, I think I have been more than patient. 

[#2]

As mentioned previously too you. An engineer visit will aid progress as there are certain quality gates or checks to be passed before we can escalate a fault to the complex faults team at BT which is required to get a more positive response this time around.
I don't have time to deal with this today I'm afraid dogwhisperer. I will pick this up tomorrow morning before responding again.
Adam.

[#3]

No problem Adam,
The trouble is all the BT engineer will do is come round and plug his laptop in the master socket and look for sync speed, snr, hec / crc errors etc, these figures will probably read ok and they will argue there is not a problem, as they did before which in the end I persuaded them to do further checks and they found the fault with the port I was on, on the line card, so I already know their checks can be pretty useless and are far from conclusive......
They could do the same checks at the cabinet just down the road rather than waste my time with a visit.......

[#4]

Just to add why they might as well do the tests they need to do at the cabinet down the road.....
Before they moved me from the dodgy port on the line card BT turned up unannounced and wanted to install equipment in my home to check the attenuation of the line, which I agreed to, they then said they need to drive back to the exchange to take the reading of the attenuation at their end, this baffled me entirely as why not just ring someone at the exchange to take the reading for them rather than driving back to take the reading......they then came back to pick up their equipment and told me the reading was 59db......which I already knew from my router stats.....very useful.....not......
This I was told is the actual attenuation of my line, if that is true then how can my line attenuation improve to 49db when put on another port of the line card?......it just doesnt make sense that the copper wire can improve by 10db......
Anyway its only a week or so ago that they did this test, so that should tell them there is nothing wrong with the line, shortly after that they came to the house again when they checked the line from the master socket and eventually found the problem with the port on the line card although their laptop test found nothing wrong as explained......
In total since all this started nearly a month ago BT have been to my house on 4 occasions and on each occasion do as little as possible and sod off, I have given them plenty of opportunity to sort this out, there is clearly no communication between plusnet and BT as they turned up unannounced when plusnet had told me they were going to the exchange and they had no background information whatsoever of the problem (I had to tell them) and they didnt even know I was a plusnet customer as they asked me who my ISP is, so as I said no communication whatsoever......
So taking into account all of the above their is no benefit coming to my house again and they can find out all they need to from doing any tests they need from the cabinet just down the road........
Once they have sorted the fault at the exchange then that would be a good time to come to my house to make sure it works ok.....

[#5]

Good morning dogwhisperer,
We can request an SFI does checks at the cab but they will still need to visit your premises to demonstrate the service. As I've mentioned previously the main reasoning behind recommending another SFI is to facilitate escalation to the complex faults team.
I will update your ticket shortly so please look out for my response.

[#6]

Quote from: dogwhisperer

they then said they need to drive back to the exchange to take the reading of the attenuation at their end, this baffled me entirely as why not just ring someone at the exchange to take the reading for them rather than driving back to take the reading......

hmm... because they could be no one at the exchange. Exchanges are not manned, Openreach engineers will be in and out of  several exchanges in a day.

Quote from: dogwhisperer

...they then came back to pick up their equipment and told me the reading was 59db......which I already knew from my router stats.....very useful.....not...... This I was told is the actual attenuation of my line, if that is true then how can my line attenuation improve to 49db when put on another port of the line card?......it just doesnt make sense that the copper wire can improve by 10db......

IMO the attenuation modem/routers is a very close approximation of the true reading. To calculate attenuation you need to know the signal levels at source and end. How does the modem know the levels at the source, does it assume a default level or does the equipment in the exchange measure it and send this information down the line?
The attenuation can change from one port to another if the other port has more of less gain and the modem assume a default level for the signal.

[#7]

From what I have seen you can request from BT what you like, but I bet when they turn up they haven't any background info or a clue what is going on.....
You have done your own tests and seen the problem so I can only assume BT don't take any notice of your tests whatsoever until they can see a fault for themselves which makes a mockery of you telling me that you had everything you needed to get this problem fixed......
This is what you tell me BT want to do......
Fit an SSFP and RF3 - a filtered faceplate socket with build in radio interference filtering.
To check if any better quality pairs are available at the local street cabinet.
To perform a full check for REIN (radio or electrical interference).
To perform a lift and shift - To move the line onto a different card in the exchange (already done).
To perform a tie pair modify - To move the line onto a different port of the same line card (already done).
I do not believe I was put on a different line card, only one lift and shift has been done and I was told I was put on another port on the same line card, so there is no way both has been done.....only either or is possible as I haven't been disconnected long enough for both to happen.....
If there was a noise or electrical problem then the SNR margin would not be a rock solid 6db as it is.......
I have seen inside the cabinet, in my view its a complete and utter mess and prob why BT are there more often than not doing something there, so that could always do with an overhaul for 'quality' repairs......

[#8]

was near this exchange on Holiday, got good Synch speed, very few residents, no LLU, and definitely no resident openreach

[#9]

Hi Adam,
I know you wanted to discuss compensation when the fault is closed, which I was happy with at the time but didn't expect this to go on for as long as it has and looks to continue for god knows how long....
I don't see why I should pay good money for a faulty broadband service and this may give plusnet more incentive to kick BT into action and do something.

[#10]

Just had 3 x discons which I assume is BT doing their line test again, this test is not going to provide the information for the fault that they will need and the only thing it will achieve is to ruin my profile and sync speed........total waste of time..!

[#11]

BT are not performing any tests today so there will be another reason behind the disconnections, neither should any testing cause you to become disconnected. I will look at our connection logs shortly. At present I'm back on the phone getting an appointment booked for you.
With regards to crediting you I'm sticking by my guns and my original promise on that. The main reason being that we cannot fairly credit you until we know how much and for what we need to credit you for, there's little point in doing this whilst the issue is still open ended. Yes, this issue has started to become protracted but some such cases are by their nature. I will continue to push this as hard as I can with our suppliers.

[#12]

An appointment has now been booked for tomorrow between 1300 and 1800 tomorrow for you. The engineer visiting will be performing the quality gate checks I have mentioned previously. I will be in touch following the visit.

[#13]

So what happened to the engineer being able to do the tests at the cabinet then?.....
As I have problems since day one (1st April), just credit me for this month and then start charging me again when you get the problem fixed, seems simple and straight forward to me due to the great inconvenience all this has caused me......

[#14]

BT won't just go directly to the cabinet, this has to be done via a visit. As I've mentioned previously even if work is done to fix a fault an appointment is still needed.
We cannot just request suppliers to do what we want them to do, there is a process that is in place to make sure faults are investigated in an appropriate manner and needs to be followed.
I have outlined on the ticket what is due to happen tomorrow with regards to the visit. With regards to your credit I'll agree to reviewing this tomorrow after the engineer visit rather than right now as we need the engineer's help to ascertain the cause of the issues you have encountered up to now

[#15]

I fail to see why you need the engineers help to review credit as your own tests when you logged in our account showed you the problems we are having, so its irrelevant whatever the BT engineer says......ie you already know there has and continues to be a fault with our broadband......
I am beginning to smell a rat, along the lines of  some attempt by plusnet and or BT to  proportion blame to me in some way shape or form and hence BT all of a sudden are so keen to visit when they have been here 4 times this month already and solved little......
You told me earlier that it was possible they go to the cabinet first, that way if they found a fault they wouldn't have to inconvenience me further with an unnecessary visit until such time when the problem is fixed and then fine they can come here and check.......
The fact is you can't request BT to do much at all, they are a law unto themselves as we all know, I suggest that they change their process as it clearly does not work and must cost them a fortune.