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Ticket 43313683 - Re LTB - Slow responses by support

cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Ticket 43313683 - Re LTB - Slow responses by support

Can somebody at plusnet please look at this ticket. I have now taken two days off work and am no further forward. I feel a MAC code request will be the next step.  Sad
140 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

I've got your account open in front of me now cornwallsurfer. I'll come back to you with more info shortly.
I hope we can turn this around soon for you.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Hi Adam. Thank you very much for such a quick response both on here and by telephone. I look forward to seeing how the SNR reset goes.
I will keep a close eye on the sync rates over the next 10 days.
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

Thanks a lot, as mentioned I won't just rely on the SNR reset, I'll check back with you every few days for signs of improvement and we'll get an engineer out to you ASAP if nothing changes.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Hi Adam
I have left some stats on the ticket for you to have a look at.
Kind regards
cornwallsurfer
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

Thanks,
It looks like things are getting better and that the connection is remaining stable. I've set my self a reminder to check back with you next week.
Don't worry about posting router stats as we can gain that kind of info from line tests.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Whats happening. No profile change?
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

Hi there,
As mentioned on the ticket the profile change depended on the connection remaining stable for 48 hours. Unfortunately that hasn't happened.
I'm picking this up with our faults team now who should respond again ASAP.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Thanks Adam. I noticed the router had reset itself but not sure how many times it has done this.
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Hi Adam
The latest change seems to have done the trick.  Grin
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

Good news, thanks for letting me know Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

My plusnet profile is correctly showing 8Mbps. However the BRAS seems to be stuck on 6Mbps. Cry
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

Your profile both with us and on the BRAS is currently 8mb. Can you try running a test at http://www.speedtester.bt.com
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cornwallsurfer
Grafter
Posts: 150
Registered: 26-02-2010

Re: Ticket 43313683 - Re LTB - Slow responses by support

Hi Adam
Tried the bt speed test last night & this morning and BRAS was showing 6Mgps. Will try again later after work.
Thanks for your quick response.
Plusnet Help Team
Plusnet Help Team
Posts: 13,401
Thanks: 243
Fixes: 68
Registered: 27-04-2007

Re: Ticket 43313683 - Re LTB - Slow responses by support

No probs, I'll look out for a reply.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team