FAO managers - appalling uptime, logged 7 times with no fix.

[#1]

Hi Guys,
I'm afraid I'm not going to be available for the BT engineer visit, and I wont be able to ask these questions.
Due to the lack of technical expertise, even if I ask my father (who's taken another day off work for an engineer visit) to pass the information onto BT, much of it will get 'lost in translation'.
I'm hoping that a plusnet manager has picked this call up, but I'm doubtful of that - Plusnet should be relaying this information to BT - its the way this should be done.  Of course, it never hurts to repeat the information to the engineer, but I don't think I'll be able to do that this time.
As both of you have mentioned - I completely ignored the 15 days offline part - it's very clear that its incorrect.
When you mention lift and shift, I assume this means switching to a different copper line from the exchange to the street cabinet?  If so, and the previous repairs are at fault, the line was broken between the property and the street cabinet, so it may not be of much use.  Now that I mention it, it has been very windy since Monday, so I wonder if the line issues could relate to this (picturing the overhead lines swinging in the wind).

[#2]

Maybe you could put the info in a letter and give that to be given to the engineer or something? Just a thought.

[#3]

A Lift and Shift is moving to a different Port and maybe Line-Card at the exchange. That's only MHO,  BTw could see it differently, even if it's suggested by the engineer that attends
I wouldn't worry too much about technical questions TBH, much of the above is theorising and querying more appropriate to Plusnet in relation to diagnostic ability. The relevant thing is that an engineer will be attending.
The Important aspect perhaps is for your father to stress very clearly to the engineer, that four different modem/routers have been tried with similar results as far as sync drops and PPP sessions drops are concerned, albeit that these events are intermittent but fairly frequent.
I had meant to comment on the line itself and the results of the CLT. I share Townman's "concern" about the implied "line lengths" that each of the figures give (reply #21), however because of the PPP issue I doubt the line is the cause of the current problem. What the figures do suggest is that it's an aluminium line of dubious quality that's giving you a much poorer downstream sycn speed than a line of 1.4km should give. But that in itself would not cause the PPP issues. If there was a fault or a lot of interference/crosstalk from other lines etc, that might cause sync loss, but I don't see that as causing the repeated PPP issues either. In any event the engineer will test the line and should consider swapping pairs if he finds any faults.

[#4]

Ian,
PlusNET can try to pass on the information, but there is no assurance it will reach the engineer or indeed that they will read it.  Being ready to grill the engineer when they arrive is a sound strategy.
A lift n shift is an in-exchange change and has nothing to do with the external wires.  It is in effect connecting your line to a different port on the edge of the Internet.
Kevin

[#5]

Well I was hoping we might have a bit of an update today from Ian on how the engineer's visit went.

[#6]

Hi All,
Very sorry for the delayed response - I was very Ill recently and I've been in bed for days.
The engineer came and found no fault with the line, or anything wrong on the internal network.  When he suggested swapping the router, my dad opened the drawer containing a heap of them, so the engineer gave up on that point.
He swapped the wall socket 'just in case' but its made no difference - parents are still experiencing regular issues with the connection.
The update from plusnet on the 9th was to try and swap the router - absolutely useless seeing ive mentioned we've tried many at least 10+ times now.  The connection went offline again this morning - DSL synced and Internet online, but an average of 1500ms to bbc.co.uk and google.co.uk.  As a result, I decided to put the TG582n back in, and I reset it before plugging it in,  We had no connection so I called plusnet and its just it hadnt autoconfigured so it was an easy fix.
Anyway - after speaking to the girl on the phone, she was initially unhelpful saying 'well your connection is fine now so what do you want me to do'.  She simply wouldnt understand that whenever we call, it takes a minimum of 20 minutes to get through, by which point its normally resolved itself.  She asked a faults guy to look at it, but they couldnt see a fault when I was on the phone and asked me to call back if we experience an issue (im thinking to myself, well why are we on the phone now).  I dont have it in me to keep arguing.
Disgusting customer service.

[#7]

I'm sorry you have been unwell, hope you are now much better.
I would respond to the ticket very bluntly and in plain understandable english, something along the following lines "How many more times do we have to tell Plusnet that we have tried various alternative routers and filters connected to the test socket. The connection is still dropping and I want the issue escalating".
You need to record the change of modem/routers on the ticket. My suspicion is that the verbal comments are not being noted.
Is the ticket currently being responded to by CSC analysts or someone from "BOT - DSL Logged Faults" ?

[#8]

@CRT,
Is there an expert view on this please - where next?
Multiple routers & filters have not influenced the issue.  VR at #38 suggests a sever connectivity issue - but support agents perceive no issue.
RS plots show a good number of US spikes.
A lift n shift has been mentioned - was that on the agenda of the last engineer?
What is being seen here - engineer not identifying a fault or an engineer not looking hard enough?

Kevin