Lack of support from Plusnet

[#1]

Tea or coffee offered and refused.
I've celebrated by fitting a new router (Netgear DG834N) and everything seems to be running with no problems, let's hope it stays that way,Jack.

[#2]

Fingers, legs and everything else crossed

[#3]

OK time to uncross everything, it's started again, regards, Jack.

[#4]

Oh bum. I presume you can hear it? Bad luck. You know what to do.

[#5]

Engineer No.2 due in the morning so ready to cross everything again, Jack.

[#6]

Engineer has just left after showing no interest at all, listened on the phone, ran some form of test and said he couldn't find anything wrong and reported it back to the exchange, what a waste of time!!,
I'm convinced the problem is that the previous engineer stopped his rewiring at a connection box in the corridor instead of running right into my flat as how it gets from the box to my flat nobody knows. It is only a matter of 5 metres from the box to my flat and surely worth a try, but when I suggest this I'm just ignored, Jack.

[#7]

Did you make that point to the engineer that came? If so put the detail of what you've said here in your ticket and ask PN to escalate it to the highest level at BT. This incompetance is really not acceptable. Dealing with internittent faults is a real problem, but not eliminating basics when it's been a long term issue is really a cardinal sin.

[#8]

Hi Chris,
              Thanks for your support, I did point out this to the engineer and his comment was that if the first engineer stopped where he did it was because it wasn't necessary to go any further!  I will take your advice and add this to my ticket, again thanks, Jack.

[#9]

Hi Jack,
This box that's 5m away is it a new one? Is the 5m the exact distance (+or- a smidge) from the box to your master socket and is it an easy surface cable run?
You mentioned you don't know where the current cable goes - I'm a bit baffled on that.

[#10]

Hi Chris,
              What I meant is that he's run the new cable into the property and then connected to the box which is part of the old wiring from when the property was set up as Holiday Lets and each flat had a phone controlled by an exchange in the basement flat so the wiring from this box goes all over the building, the reason he gave me was that the cable he was using could only be used for a maximum of 2 metres internally (no I couldn't make sense of it either!), to continue to my flat is a simple cable run , although through 2 door frames, of around 5-7 metres. This means that the old cable running through the adjacent flat is still live and it runs very close to a BT Hub and a computer in the flat.
Last night at 7pm BT increased my SNRM to 9dB although they line had been running with no drops for 10 hours although in the past with a SNRM  of 15dB the line continued to drop.
I think my next action will be to get a local engineer that I know (ex BT 30 years with them) to continue the wiring into my flat and sent BT an invoice for £144 for the work,  Jack.

[#11]

Don't forget the (VAT) Very Annoyed Tax
What action are PN taking at this point? Can you still hear any noise on your phone line?
If you haven't already added the information about the cable routing to the ticket, it might be a good idea. BT are responsible upto your NTE5, and if the quality of the last part is in doubt (which it is & probably not to CW1308 spec.) they should replace it.
You have reported an intermittent voice fault, noise, which PN have confirmed. It has not yet been fixed!

[#12]

Unfortunately I'm not registered for VAT.
Everything has been reported in my ongoing ticket.
I never wanted this to be a phone fault as the noise on line is seldom heard and is really not a problem, the problem is that when it happens it starts my line dropping every few minutes for a period that varies from 2 to 72 hours during this time my SNRM goes up to 15dB and stays there, which means my IP Profile drops dramatically and despite BT and Plusnet assurances that it will drop automatically it never does, which means protracted arguments with Plusnet  to get them to request a reset, if I could get my SNRM reset quickly on request it would not be such a problem, even at the moment  BT have raised it to 9dB and my Profile has dropped from 6500 to 5500, why they dropped it I don't know as normally my line is rock steady at 6dB.
The latest reply to my question is that my latest reply has been sent to the appropriate Dept (after 17 hours), again I'm getting frustrated with Plusnets response which seems to be dropping like my line!!, Jack.

[#13]

You MUST MUST MUST treat this as a voice fault.
I'm over simplifying this to make the point: reporting it as an ADSL fault will only result in them giving you the best ADSL possible given your line conditions - so if your line is crap your ADSL will be crap.

[#14]

Hi jelv,
            I fully appreciate the point you are making but as every time an engineer comes the line tests OK and the line is quiet I'm only getting a negative response, even Plusnet in the last reply to my question have said there is nothing more can be done at the moment, although the agents have heard the noise on the line, as Plusnet are my providers for both phone and broadband I would have expected a better response from them, all I can say now is that if there was a cable supplier available to me I would sign up today, Jack.

[#15]

Hi Jack,
I've passed this back to a member of the home phone faults team for you, and they are reviewing all the notes now. I'll update here as soon as we know more about what's going on, but I can assure you we're still investigating this for you.