Weekend of rapid disconnects / reconnects, slow speed since

[#1]

Thanks for confirming that. To be honest, the connection dropping out is the area we'd focus on before looking at any banding in place, as that's more of a symptom of the main issue at hand. Based on what you've said, I think it would be best for us to look at arranging an engineer visit as soon as possible. I've logged a support ticket on your account regarding this, which can be accessed here. 

Please let me know once you've had a chance to read and respond to the ticket and I'll get back to you as soon as possible

[#2]

Ok that's fine, added info to the ticket

But what exactly was done to fix this exact same issue last time? No engineer came to fix anything, instead either Plusnet or BT did ?something? and it was fixed? any details on that?

The only information I even have about it is from the previous ticket and its just a single line

"Our suppliers have advised us that they have fixed the issue you reported to us."

?

[#3]

Thanks for getting back to me @Robert88, I've updated the ticket further now. As for the previous fault case, it seems to have been handled by automation, meaning that since our suppliers weren't able to detect a fault at the time the fault was automatically closed down after we didn't hear back from you. We've got eyes on it this time and I'll check back in with you after the visit's gone ahead, so if any further work is needed we can get that sorted out as soon as possible.

I hope that helps, but if you have any further queries, just let us know and I'll get back to you asap

[#4]

Ok we'll see what happens with this engineer 

But I am just curious just how my problem got fixed last time.

Friday July 29th 2022 - Gandalf posted this in the previous problem thread

"I've raised a fault with our suppliers, but it looks like they're wanting to carry out some diagnostics remotely before offering us the option to arrange an engineer visit."

Hours later in the fault ticket I get the message

"Our suppliers have advised us that they have fixed the issue you reported to us."

And that was that, my internet was fixed without any engineer visits, and it was running better than it ever has before until this weekend

So again, i'm just curious.  BT fixed the issue?

[#5]

As we hadn't heard back from you, then on our end, it would be classed as resolved. With that having been said, if a problem still exists, we can always re-open or continue an investigation if you get back in touch with us and I'm going to be checking back in with you tomorrow afternoon to see how the visit goes

[#6]

So what was the fix? that's all I'm trying to find out

The ticket was marked as resolved and closed a minute after I received the message about it being fixed, nothing to do with not hearing back from me as we were still in the process of arranging an engineer?

"Plusnet Support - CSC Analyst

3:37pm, Friday 29 Jul 2022

Thank you for your patience.

Our suppliers have advised us that they have fixed the issue you reported to us.

We have run further diagnostics and we can see that your service is now working as expected.

Please accept our apologies for any inconvenience caused."

[#7]

In that case it's likely the diagnostic tests weren't picking up a fault when they were run and the system believed the fault to be cleared because of that. 

[#8]

Well to be fair the problem WAS resolved when the ticket was closed

Whatever Plusnet or BT did that fixed it worked wonders

I just never found out exactly WHAT they did and whether it could be done again

But we'll see what the engineer has to say next

[#9]

No worries, it's possible that the problem now is unrelated - but we'll have to wait and see what the engineer finds as you say.

[#10]

Ok engineer came and went

reset the line / removed the banding, replaced the single socket for the more up to date double socket setup, fixed some problems on the line a mile or so away

after leaving it a day since the fix, I still got the early morning reset but everything else seems to be ok for now

Hopefully it's all good

[#11]

Cheers for the update Robert, fingers crossed the engineer's efforts have fixed your connection for good.

Let us know if you do have further issues or there's anything else you'd need help with though.