Fed up with chasing!!!!!!!!!!!

[#1]

Hi slt76,
It looks like interleaving is currently turned off on your line and has been since the 19th, following your request on a ticket. That'll be what's causing the instability - your line's not good enough for a fastpath connection I'm afraid. I'll place an order to get that turned on for you which will complete tomorrow, you should find you're back on your 1.5mb profile a couple of days after.

[#2]

Sorry but I just don’t buy this at all.
The OR engineer specifically told me to get interleaving turned off when he left as BTW would not do it for him over the phone. His comments were “Your pair test out very well and there is no need for interleaving. If you do actually have an intermittent fault it makes our life hard in terms of finding it if we need to come back so you should get it turned off”.
I have 2 days of solid connection and then a spate of disconnects. Is this really something that interleaving will sort out? I’m no network engineer (Albeit I am an engineer) but it seems much more like an intermittent fault.
I’m running router stats and my D/S noise margin over the 2 days was sitting rock solid at 9dB. My pings were very low (28~35) and everything was very stable. All of a sudden 3 disconnect in 24 hours. I had been with you for 6 months before this kicked off and was seeing a consistent 2mb with very few disconnects.
So we are back to square one in my opinion. I have no confidence that interleaving will not trigger my line being banded back down to 0.35mb (again!). You probably won’t believe me when I tell you about it if this does happen anyway as it took you 3 weeks to come to that conclusion regardless of me asking this exact question last time.
I want to leave and I don’t think it unreasonable to expect to do so without being charged £25 for the privilege. Please confirm that this can happen. I do not want a MAC code as I will move over to mobile broadband.

[#3]

I'm not sure I've seen anyone suggesting turning interleaving off as a way of diagnosing intermittent faults before.
Did the OR guy suggest *how* this would work? What you should be looking for in order to call them out again? Or what information should be logged, so they could look at it when you did call them out?
The only way I can see that it helps is that it makes your line more sensitive to errors, and therefore increases the likelihood that you suffer when there is an intermittent fault present - and consequently that you notice it. Obviously it has the huge downside that the same problems are then more likely to trigger DLM actions (such as turning interleaving on, increasing the target noise margin, or banding) - making you doubly likely to notice it.
Of course, noticing it is an important step to fixing intermittant faults - but only if it is then followed by work to fix the fault, such as calling the engineer out again. There's no point in just getting the DLM actions undone - they are the symptom, not the cause.
Other than that, I'm at a loss to understand how it actually improves the diagnosis.

[#4]

His only comment was that it can "mask" hard to find faults. As you mentioned its only any use if the underlying fault is fixed. Im not confident that PN want to entertain there is a fault. After a month of my broadband being screwed up i've had enough and will be leaving as i have no confidence that the underlying issue will ever be resolved.

[#5]

In that case, you should probably be happy that it has unmasked the fault 
The solution going forward is probably the same as Adam identified (in one of the older messages) referring backward:

Quote

Mainly I think some ownership and greater understanding of the history of the issue could have avoided you becoming dissatisfied and raising a complaint here and lessons will be learnt from this going forward.

[#6]

Couldn’t agree more, shame nobody else thinks there is a fault!
Again I also agree in terms of ownership - Turning interleaving back on is not taking ownership in my opinion though. This did nothing for the line last time except give me a stuck profile at 0.35Mb. If my line needed to be interleaved I would expect it to be showing constant and repeated disconnects. Not be rock solid for 48hrs to then go off the boil.
6 months of everything being fine and dandy to now being unstable in my simple mind means there is a fault. It may not be an easy one and I am guessing that PN will fear that OR will turn up again and say that the line is fine (or BTW will make up another daft excuse such as VP congestion like they did last time).
It’s too late now. I want to leave and await confirmation that I will not be charged to do so.
Matt, Adam can you please confirm and let me know how I should go about this in a way that will not cost me a disconnection fee. Thank you.

[#7]

Hi there, we've just responded in detail to ticket 41998409.
Let us check back with you tomorrow to see how the land lies without interleaving.

[#8]

Quote from: slt76

Matt, Adam can you please confirm and let me know how I should go about this in a way that will not cost me a disconnection fee. Thank you.

Using a MAC to migrate to another ISP is the only way of avoiding a disconnection fee.

[#9]

Adam - Without interleaving?????????? I thought you said you were turning it back on?????????
Irrespective of that I have just seen the updates and I’m not happy. Adam seems to have missed my point. I have added the following comment to the ticket and await your response.
------------------
Matt, you seem to have missed the point. I want to leave now as I have no confidence you will sort this out.
All the apologies in the world because “you have to follow your suppliers protocol” make no difference to me now. I have lost faith in Plusnet
You were more than happy to give me 2 mths free broadband, please use this credit on my account to cover the £25 fee if you must. Surely you would rather loose me in an amicable manner?
If that’s not possible (and Plusnet really hold no value against their reputation) please confirm how I make a formal complaint about your position on this issue.

[#10]

Quote

Adam - Without interleaving?

Apologies, I meant with, that was a simple typo, sorry for any confusion.

Quote

Adam seems to have missed my point.

If that is with regards to leaving I can't personally help with that I'm afraid and you would need to deal with our customer options team.
However if things have improved with interleaving today and you decided to change your mind we will certainly provide you with a good will gesture.

[#11]

As per when I called, I understand that you are happy with the performance of your connection but that you are concerned about the connection dropping again.
With that in mind I'll check again tomorrow before I get back in touch.

[#12]

Unfortunately as Adam now knows my nervousness about this being resolved was well founded.
After 10 days of solid connection @ just over 2mb (after a SNR re-set) my profile has dropped to 750k from 1750k and my sync is now 900k (ish) with a noise margin of 18dB. During the ten days I had a solid 6dB margin with no drops. I'm wondering if I was actually on a ten day retrain (Adam???).
Anyway I'll await Adams verdict today and then decide where to go. Fair play to Adam I know he hast tried things in the past but I’m getting to the point now where this has gone on for long enough. If I get no clear answer as to what is going on I’m off to A&A who give clear commitment to fix a fault.

[#13]

The clock's ticking now, my MAC code has been ordered.
If all is not well by next Friday (i.e. the 5 working days it takes to give me the number that we all know is available straight away >:() then I'm off to A&A.
Over to you.......

[#14]

I thought I'd given you the clearest indication possible that we're committed to fixing your fault. I need to state that the way things have panned out for me today personally you'll need to contact support for any urgent advice. Otherwise I WILL be able to put time into assisting you again tomorrow.
I'm sorry and I know you may look at this as a broken promise but I am holding out my hand and the channels for support are firmly open until I can deal with you tomorrow.
Adam

[#15]

That's fine. We agreed that if the fault came back I’d drop you a line and you'd pick it up.
You said you were busy and you’d take a look today. You’re obviously a busy guy and I have no inclination to start going through the whole saga again with someone new, so I’m happy to wait until tomorrow as you clearly know the history etc. As per my post though I have got to the point where I would like it fixed once and for all. My MAC code is ordered so let's see what you can do by next Friday. A&A seem to have a very good track record in fixing issues that other ISP’s can’t get to the bottom of. Let’s hope I don’t need to ask them to prove it.
Thanks