Terrible customer service from PlusNet. Wish we hadn't switched

[#1]

Arrrrrrrrrrghhhhhhhh
Adam, could you please help me regarding job id #63652061
I was advised to report the line as a fault to get the SNR lower, but the process never asked me to leave a comment stating the fault!
The support agent said my line is unstable as i had 3 disconnects.. no that was me trying to get a higher sync speed before contacting you again.
Could you please log this internally to get SNR lowered for me as I am now pulling my hair out. I have been non stop speaking to support for a month
over all this (speed problems and order issues) and I am now very fed up.
Any help would be appreciated.
Many thanks,
Chris

[#2]

Sorry I've not ignored you ChrisN1, I'll get back to you as soon as I can
EDIT:
I've just looked into this, I'm sorry if the message didn't come across very well, I will address that as I don't agree with some of his points and how that was addressed.
However I have to agree with the point that we won't submit an SNR reset if we're seeing disconnections as it will make the situation worse:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13572121813821.png"/>
SNR resets are not a cure-all for any connection problems, let me know if this was you rebooting the modem, if so we'd just need to observe a period of stability. Otherwise I'd need to advise raising a <a href="http://faults.plus.net">fault</a> again

[#3]

No probs, cheers

[#4]

Hi Adam,
Cheers.
Please lower the SNR for me and i'll not reboot the router during the training period.
I've only been rebooting it the past 2 days to try and resolve the speed issues myself..so definitely no fault on the line causing disconnects.
I understand if you lower the SNR the line will then be in training mode, so I must not touch the router.. known that since ADSL1 pre max came out.
Please could you sort out that SNR and I'll be greatly appreciated.
Take care,
Chris
PS. My dad is retired BT and I am an IT professional.. so the line is fine.. just the SNR was increased for some odd reason when my account had a duplicated
order for ADSL2+ + interleaving being switched off without request.
PPS. If you could please send the order for the line reset (SNR lowered) today, then it will be done tomorrow rather than waiting until Monday that would be great!

[#5]

I'll do it now but I'd need to advise you to go back through the faults process if this doesn't help

[#6]

Thanks loads Adam
Yeah this should sort it as it was fine before the duplicated ADSL2+ order.. unless interleaving off is the full cause of it.. then i'll have to get that
switched back on I guess through faults.
Have a happy new year!
Chris

[#7]

PS. Phroarrrr haha! Just noticed the sync speed..thanks for doing it right away for me Didnt expect it to reset until the early hours.. thanks loads!
Its at 16056,125 right now.
Hoping it will stay at that speed and i'll be very happy

[#8]

Quote from: Buddy1234567

... however these customers have experienced better service from their competitors ...

Really NOT likely. Plus.Net get awards for their customer service, which (in most cases) is second to none.
If things do occasionally go a bit off course it is very easy to get things sorted to the customers satisfaction.
What other ISP do you know of where you can 'talk' directly to the guys who do the fixing?

[#9]

Adam:
Just an update now the 10 day learning has now completed! All stable now thanks! Running at a very nice 15mbps
Only resynced once during the learning period as the 16mbps was a bit too unreliable, especially when the snr dropped to 3 and 4!
Absolutely rock solid on the next sync down which is 15451,428.
Thanks again for your help sorting this for me!
Chris