Migration Query

[#1]

Quote from: Matt

I think that's a plan - I know he's got through and explained the issue, and there's another engineer going direct to the exchange (we have been assured) to sort this out. If there's no change, or if anything else happens, then I'll place the order to move you to ADSL2 tomorrow and it should complete the following day.

What happened when the BT engineer went the exchange then...?

[#2]

Whatever they did (if anything) has made it a lot worse, can't even load web pages easily now without them being timed out or the connection re-set....
A few mins ago I lost internet completely, no sync with the exchange and orange light on router....(netgear 834G v 4)
I had to post this from another location, yet another inconvenience I can do without....
I like plusnet as a company, the staff on the whole impress me, but you need to give me an excuse to stay with you as this is beyond a joke....

[#3]

Hi dogwhisperer,
The engineer is due this morning, as I understand things, though the fault notes are stating that your line is affected by an MSO (major service outage) which if it's being worked on may be causing the drops you're experiencing - though we haven't seen any notifications so it's more likely that these are symptoms of the fault you already have open.
Also you are on ADSL2 with us and have been since the 1st April when your line was activated. It looks unfortunately like we've capped the upload at 448, which can be remedied (and will be as soon as the fault is closed) but doesn't mean a rejumpering.
As soon as we get any notes back from the engineer we'll let you know.

[#4]

Why would you cap my upload at 448...?
Well BT engineer has visited my house twice today, they did a lift and shift and put me another part of the line card and my line attenuation dropped from 58 to 49 and sync went up to 3000 ish......they did the test with their laptop in my master socket afterwards and it showed as mentioned with a healthy 6d snr, the problem is the test they do is not under 'load' conditions.....ie when you are download something.....as soon as I started trying to download something the problem is still there......Line cards serve (this one does) 96 customers, it is obviously  faulty and I know they don't like to replace them as they cost around £15,000......
I tried to do a BT speed test and it came up as DOWNLOAD SPEED ZERO, it wanted to do further tests which meant changing my network connections as it requested....I did that and the test kept timing out and would not complete......please see screen shots attached to this post.......
Also this process has ruined my profile which has been 2000 for years down to 1750......can you put that right please?

[#5]

Just tried to do another BT speed test and it says I am logged in as......bthomehub.....and wont let me do the test....what the hell is that all about?

[#6]

Ok tried again and it did the test.......
Now I have a profile of 15,000......?
Screen shot attached.....

[#7]

dogwhisperer,
As per our chat when I called. Please ignore the incorrect line profile on the BT speedtester. We can indeed see that your sync speed has risen but as a lift and shift has completed this does restart the max line training period so your speeds should get  closer to the 3mb mark. As mentioned an order has been raised to remove interleaving and uncap your upstream which should complete tomorrow.
I understand that you do still have some concerns that the throughput of your connection is occasionally dropping to a level where browsing is becoming very difficult and in some cases is not working at all. As the BT speed tester has not shown any conclusive evidence of this please provide us with results of a traceroute to any sites you are experiencing these problems with.

[#8]

I have just uploaded 3 x screen shots for you in the ticket system to show you how bad the download throughput is now and is still, as it was before todays lift and shift.....
All the lift and shift has achieved is a higher sync speed which is useless when I am still getting the same problems as before.....
After all that and to be put on a 10 day training period is a complete farce......  
See you back here in 10 days when my broadband still isnt working anywhere near how it should.....
Do you want to give me this or next month for free?....the way its going even if you paid me I wouldn't want this rubbish.....

[#9]

dogwhisperer,
Cheers for your continued cooperation. I understand that you are not keen on a 10 day training period we admit this may not help your current issue, however a lift and shift like any maintenance work the results are not guaranteed and at least this has fixed part of the issue as your line now reports the correct sync speed which means DLM should now do its job correctly. Clearly there is still more work to be done here and this is back with our faults team. As I have been doing already I will keep you updated every step of the way.
With regards to a good will gesture we would rather discuss that once the fault has been resolved as we would be in a better position to credit you for the period of time the fault was evident for.

[#10]

This is my response to your last ticket saying the problems I am experiencing are due to the 10 day training period......

I still maintain that the evidence I have shown you has nothing to do with the 10 day training period as this is what happened with the last 10 day training period where I was told things would be fine after that period and just as like the time before when I mentioned there was clearly a fault at the exchange I am sure I will be proved right again here....
You have asked me for evidence which I have supplied, so its only fair that you supply me with evidence that things will be fine after the 10 day training period and or that I am not on a 'dodgy' line card or any other 'dodgy' piece of equipment at the exchange which I strongly suspect I am....or suffering as a result of BT's shoddy wiring which they are well known for....

[#11]

Are plusnet trying to wind me up?.......I get this email (see below) today telling me I am getting 2mb download speeds....I wish..!!!! quarter or half of that would be a start..!!!!.....from the evidence in the last screen shots I supplied in the ticket system to Adam surely you can clearly see my actual download speeds are crawling along?.....
To then get this joke email is really rubbing salt in the wound.....
"When you signed up for your broadband account, we performed a check on your
telephone line to give you an estimated speed your line might achieve.
Now that your service has now been active for 14 days, we thought we'd let you
know the speed as it stands today, by way of comparison.
Estimated line speed: 1.5Mbps
Current line speed: 2Mbps
You can keep a track of your line speed through our website:"

[#12]

I've just reviewed the screenshots on your account and they appear to be downloads from download sites, they appear to be coming down at close to the advertised speeds for peak time download server downloads on your product. You can find that information here: http://www.plus.net/support/broadband/products/archive/plusnet_premium_archive.shtml#downloadSpeeds
I've also replied to your faults ticket on your account.
Apologies that this hadn't been noticed previously, however it's the screenshots you provided that pointed me towards the real cause.

[#13]

Chris,
You are completely and utterly wrong, I suggest you read ALL my feedback and on the ticket system (both open tickets).
It doesnt explain the long ping times I show in one of the trace route screens shots I gave you does it?.....for opening a web page (plusnets own website) for gods sake, or do you traffic manage that as well?
I can supply more screen shots of downloads in the times when I should be getting more speed, or any time for that matter as the download speed is awful no matter what the time or where I am downloading from....
I should be getting 2mb and I am not getting even a quarter of that at any time.....( actual throughput wise)
The problem I am having has nothing to do with your traffic managing system.....
What more can I do........I can only go round in circles like this for so long......

[#14]

I've taken another look and none of the screenshots show anything notably wrong since the lift & shift took place. The BT Speedtest errors I wouldn't worry about, these can happen from time to time. The tracert you have supplied shows that the overall round trip was 24ms, this is perfectly normal for a tracert, the high value in the middle of it is simply because some of the core routers don't prioritise ping traffic above other traffic and can therefore appear large.
If you are seeing slowdowns at times other than peak, can you try a speedtest here and post the results? www.mybroadbandspeed.co.uk

[#15]

To add further insult to injury I was told that today my upload speed would be uncapped (currently 448) and get it back as it was before I migrated to you (700ish), I am still showing 448 so I assume that hasn't happened either...?
I was also told interleaving would be turned off today as well......did plusnet manage to do that?