Internet Outage in November. Poor Connection ever since.

[#1]

No need to worry @Paula7

I've just had a look at the open fault ticket on the account and can see the the Qube engineer visit is still going ahead for 08/02/2022 between 16:00 - 18:00.

[#2]

For the avoidance of doubt, no visiting engineer is likely to have the means of looking for random intermittent interference … which might be shown by constant router monitoring.

[#3]

We're sending out a Qube engineer, whom specialise in the internal environment, so perhaps sharing the router logs with the engineer might help in diagnosing the issue. Something which I understand can be done on here with the help of our Community members!

Let's see how things go though ..

[#4]

Hi @adam945 

Thanks for confirming the engineer visit and ensuring the ticket stays open.

My plusnet router 2704n doesn't seem to be able to produce router logs, and doesn't work with any router monitoring software that I have found or been suggested on here.  Hence why I was trying to borrow a better one..

The Qube engineer visit was the only option left for me to take... if nothing else, they will be able to see the issue for themselves, and report back to Plusnet for further investigation.

[#5]

Apologies, I overlooked that one. In all honesty, given the amount of time you've been with us, I'd be more than happy to send out a Plusnet Hub One, which would arrive within the next 3-5 working days, with the associated fees waived. Would you like me to go ahead?

[#6]

Hi @adam945 

Yes please.  That would be great.

Thanks, Paula

[#7]

Thanks for getting back to us @Paula7, I have now actioned that for you.

[#8]

Plusnet Hub One is a BTHH5a and thus works well with the HH5a specific version of router stats - see the link below.

[#9]

OK - so plusnet have today closed by fault without discussing with me - with the reason code "Customer mistaken - no speed fault".  Having never reported a speed fault...I am very annoyed...

The problem is not fixed - can still hardly use internet - taken me an hour to log into my plusnet account as keeps timing out..

New router arrived - and still the same problem.

Qube Engineer popped in on Tuesday for a few minutes.  Saw the router working yet websites all timing out, and he thought a block had been incorrectly put on my line at the exchange.  Said he would pass back to the Network team to resolve.

Heard nothing until today when receive a text and email saying issue resolved and fault closed !!!!

It is certainly not fixed...I trust plusnet will re-open the fault (as it won't allow me to)

@Townman Thanks for that - I will try and set up router stats when get home from work later

[#10]

Thanks for getting back to us @Paula7

I'm really sorry to see you're still having a lot of problems after the Qube engineer visit and we've closed your fault ticket too soon. I've re-opened the ticket 221177413 now and having retested your line, I think it's now worth us arranging an Openreach engineer to take a closer look. Could you reply to that with some further availability when you'll be free for a visit? 

If you can let me know here once you've responded, I'll make sure we book the engineer as soon as we can for you. 

[#11]

Hi @Townman - would appreciate ur help please.
Tried to set up routerstats software yesterday but its coming up with a blank sync speed, so not sure if I have configured it correctly (unless that is the issue!)

I used 7.0 not lite version, selected 'other router', put the url to the helpdesk page on the plusnet hub manager, and entered the admin details as username.
Graphs and logs are being generated but not sure they are picking up right info? Rx Noise says 118, Tx Noise is just over 90,000. Rx sync is blank and Tx sync is 87005.

Internet largely unusable last night and today, about 1 in 100 chance of any website loading. Am posting this from my mobile phone using data...

[#12]

Hi @Gandalf.
Internet is unusable at moment. BBC initially loaded but clicking links largely doesn't do anything. Took 12 attempts to get BT wholesale speed test website up, speed test ran fine and reported good line speeds. The additional diagostic was unable to run.

I would like to know what the Qube engineer reported from his visit. He witnessed the issues and told me he thought it was a block on the exchange. Did this get investigated? I am trying to understand WHY my fault was closed.

I will respond to the question now with availability for Openreach. Please can you ensure that it is communicated to them that is not an issue with line speed...

Typed from my mobile phone using data as can't access website....

[#13]

Hi @Gandalf
I cant find the open question on the mobile site to be able to respond to (and website still not working on pc)
So will post availability here. Tomorrow (Sat) all day. Next week any morning, or anytime on Wed.
Thanks, Paula

[#14]

@Townman
Scrap that... I've now found the specific version of the software for HH5 and configured that. Numbers make more sense 😆. I'll leave it running overnight and hopefully post some results tomorrow.

[#15]

Deleted... missed last post