Lack of support from Plusnet

[#1]

Hi James, Spoke with the Home Phone and reported the fault they seemed to be aware of the problem, so it's now in hand, let's hope we can find a remedy as it's driving me mad.
By the way your Customer Support Stats. seem to be all over the place, told at least a 10 min. wait but answered immediately!!

[#2]

Was that the message on the phone or on the website, Jack?

[#3]

That's an average figure on the support stats, you'll find the home phone faults line is answered pretty swiftly most of the time. Hopefully it'll be sorted asap for you.

[#4]

Hi James, On the Website it said 3 calls waiting but when I pnoned the recorded message said at least 10 mins. wait.
My SNR Margin and my connection speed are dancing all over the place, what I've never seen happen before is my SNR Margin has dropped to 5.5dB now (from 17.5) but the line has dropped 26 times in 2 hours, Jack.
Just noticed Chris has answered re call times.

[#5]

You'll be back at 17.5 dB before long. 
I've been there for the last couple of weeks - still waiting for a replacement modem from PlusNet.

Quote

Line Attenuation (Up/Down) [dB]: 18.0 / 32.0 SN Margin (Up/Down) [dB]: 7.5 / 17.5

[#6]

Just to keep you up to date with what's  happening, I'm amazed, for three hours my SRN Margin and my connection speed were going haywire and the line was very noisy, now for the last three hours the line has been stable at 6dB and my IP Profile at 6500kbps, why it corrected itself I have no idea, it's never happened before without getting BT to manually reset the SNR Margin and waiting several days for the IP Profile to reset. The only thing changed is that the rain has stopped so maybe that's been causing the problem all along.
Please note I'm not complaining just bewildered, Jack.

[#7]

It could be that BT have fixed the real problem, a noisy phone line, with the broadband problems an unfortunate side effect of that. Hopefully you'll get a ticket response to tell you if that is the case. Fingers crossed.
David

[#8]

Hi David, I can't see BT having found the cause of the problem as only an hour passed between me reporting to Plusnet and the problem ceasing.
My line has now been running for 13 hours since it last dropped, this is after it dropping 49 times in around 3 hours and my SNR Margin rising to 17.5dB, it has now settled at 6dB and my IP Profile remains at 6500kbps, since reporting the fault I've had no update from Plusnet, Jack.

[#9]

It's unlikely, but not impossible.
BT are normally pretty good on voice faults.  There might have just been a loose connection of some kind and they had an engineer on site.

[#10]

Quote from: Jameseh

BT are normally pretty good on voice faults.

I reported a voice fault for an elderly neighbour last year, had a cup of tea and walked over the road to tell her it was in hand.
But she knew - the engineer had arrived and was already up the pole reterminating the overhead cable having checked and found poor connections!

[#11]

Found out this afternoon that the fault hadn't been reported to BT when I spoke with CS, so no quick fix, it has now been reported, Jack.

[#12]

This morning again dropping even more frequently, heavy rain overnight so pretty sure now this is the cause, funny thing is SNR Margin steady at 5.5dB.

Called CS so they could hear the noise on line, now just wait for BT to respond, Jack.

[#13]

Whilst it's not great that the fault is happening, it is good that we were able to hear the fault.
Hopefully BT will be able to find something amiss.

[#14]

Hi James,  Just to keep you informed, this afternoon an engineer called and amazed me with his thoughness, he changed the line at the pole, went away and came back with another engineer with a longer ladder to reach the eaves and rewired from there to a connection box outside my flat, all together he spent over 5 hours working on site and this was I'm sure not normal as there was no obvious fault at the time. I've got my fingers crossed and will leave it on test for 24 hours but I'm sure he must have cured the problem. You here so many stories of BT engineers that couldn't care less and I think this one deserves an Oscar. Just to thank everyone again for their interest and advice, Jack.

[#15]

Hi Jack.
Sounds like they deserved a few cups of tea