Faults team
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Re: Faults team
02-10-2014 4:53 PM
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I guess it's a case of waiting until the phone service is fixed and going from there. Much as I wasn't enjoying being in the woods before and wanted to get out, it looks like I've been transported to a new set of woods to try and escape for now.
Re: Faults team
02-10-2014 5:11 PM
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Unfortunately we don't have a way of escalating it at the moment. However, I have popped you a ticket update regarding one of your queries on Ticket: 92476397
Sorry that this has panned out over such a long space of time
Matty
Re: Faults team
02-10-2014 7:54 PM
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Townman - it's not the end of the world. I asked PlusNet if they could divert the line to the mobile which they have kindly done so at least I won't miss any important calls. One piece of Plusnet service I'm impressed by.
Re: Faults team
03-10-2014 5:53 PM
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So, other than having a lift and shift carried out...I'm now successfully no worse off when this matter started. 🙂
Re: Faults team
03-10-2014 8:10 PM
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Does "no worse off" mean that ADSL is still being dropped (or being impaired) by in coming calls?
If "NO" then there is an improvement, if "YES" then you are in the same situation - which would not surprise me as I don't think the splitter card change (as recommended by Chris) is the same as a lift n shift.
@Mods,
Is there merit in merging this thread with that referenced in post #2 above? This is the one which seems to be running with the issues at present.
Kevin
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Re: Faults team
03-10-2014 8:17 PM
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Re: Faults team
04-10-2014 1:28 AM
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Re: Faults team
04-10-2014 12:19 PM
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Quote from: Steevo It's hard to tell as PN currently still have the divert in place for the landline, so I can't call it to test.
Doh... Sometimes I'm an idiot - forgotten you'd got the divert in place!
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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Faults team
06-10-2014 9:42 AM
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Re: Faults team
06-10-2014 1:29 PM
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Thanks for your message. I've just cancelled the call divert in the way suggested by Jaggies (thanks for that!). It seems that the same problems are still occurring. SNRM drops significantly when incoming calls are received. (Note: this did not occur when the divert was in place!) Loop loss is still at 67db too so that's pulling down the speed potential to 1760kbps. Hopefully your testing your side in a couple of days should show the connection performance a bit better - in fact even testing it now would likely reveal the stability of the connection since the call divert has been in place compared to the period before.
Are you able to comment on Townman's point about splitter card work vs. lift and shift please?
thanks
Re: Faults team
07-10-2014 9:32 AM
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Also merits of a TPM?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Faults team
07-10-2014 9:45 AM
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I'm glad to see that the phone fault has been resolved. I have emailed the member of our Faults team who is personally monitoring your fault for you and I've asked that they update the Fault ticket on your account as soon as they can.
I'm sorry to see the issue hasn't been resolved yet
Re: Faults team
07-10-2014 9:47 AM
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Thanks that's most helpful. I'm rather impressed to have a member who is "personally monitoring" the fault for me. Thank you for chasing them up, I shall look forward to receiving the update.
Re: Faults team
07-10-2014 9:56 AM
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Re: Faults team
08-10-2014 3:55 PM
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I'm not 100% convinced it's done the job however. I've attached a graph for today. I'm not sure how long the BB has been back, but certainly the most recent dip was caused by me test-calling the landline.
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