Storms
(Note to DCT, this is not my line in this tale, but it is a PN customers who wishes to remain anonymous)
I'd just like to give a little feedback about our encounters with customer support following a speed reduction following the bad weather we had a couple of weeks ago.
It was a wet and windy night in Wales (when is it ever not?) and this seemed to cause the line to drop and resync several times over the course of the night.
When the line finally came back up it was at 576/288 and the PN supplied Thompson 582n could sync but not establish a PPP session.
A 'No Connection' fault was raised which was subsequently closed by the customer when an additional router became available to test with. This synced at 576/288 also, but was able to provide a PPP session.
We waited several days to see if BRAS would raise the line speed but it was still stuck at 576/288 with SNR of 31/26 A 'Poor Speeds' fault was then raised with a note that 3 speed tests would not be performed as we usually sync at the full 8128/443 and we still have an attenuation of 5/4.
In the ticket a SNR reset was requested. This wasn't performed and instead a SFI engineer was booked.
The engineer turned up, tested the line (didn't replace the old socket with an NTE5 as was in his notes, or perform any other work) and declared that we've been put on a the ancient 512 kb fixed rate profile and were not longer on dslMAX.
After a lengthy (1 hour) phone call to his office he was able to have the profile reset back to dslMAX, and the old sync was restored and the PN profile picked up the change within a couple of hours.
Looking over the ticket notes, I can clearly see that the profile is listed as
.
My questions are as follows:
Will 20CN DLM lock you down to a fixed-rate profile following disconnections?
Do the faults team know to check for this before booking an engineer?
Since the product being paid for is an 'up to 8Mb' and not a fixed line speed, is any refund due?
Cheers,
A.
I'd just like to give a little feedback about our encounters with customer support following a speed reduction following the bad weather we had a couple of weeks ago.
It was a wet and windy night in Wales (when is it ever not?) and this seemed to cause the line to drop and resync several times over the course of the night.
When the line finally came back up it was at 576/288 and the PN supplied Thompson 582n could sync but not establish a PPP session.
A 'No Connection' fault was raised which was subsequently closed by the customer when an additional router became available to test with. This synced at 576/288 also, but was able to provide a PPP session.
We waited several days to see if BRAS would raise the line speed but it was still stuck at 576/288 with SNR of 31/26 A 'Poor Speeds' fault was then raised with a note that 3 speed tests would not be performed as we usually sync at the full 8128/443 and we still have an attenuation of 5/4.
In the ticket a SNR reset was requested. This wasn't performed and instead a SFI engineer was booked.
The engineer turned up, tested the line (didn't replace the old socket with an NTE5 as was in his notes, or perform any other work) and declared that we've been put on a the ancient 512 kb fixed rate profile and were not longer on dslMAX.
After a lengthy (1 hour) phone call to his office he was able to have the profile reset back to dslMAX, and the old sync was restored and the PN profile picked up the change within a couple of hours.
Looking over the ticket notes, I can clearly see that the profile is listed as
| BRAS | adsl500 | Profile Info | 6dB/Fast |
My questions are as follows:
Will 20CN DLM lock you down to a fixed-rate profile following disconnections?
Do the faults team know to check for this before booking an engineer?
Since the product being paid for is an 'up to 8Mb' and not a fixed line speed, is any refund due?
Cheers,
A.
