Plusnet Complaints Code of Practice

[#1]

Thanks for the screenshots, I've passed them off to our suppliers repair centre for further investigation.
The TAP3 Test issue seems to be intermittent across the board and it's quite difficult to find a pattern to identify the issue. I'll keep you posted on any progress I get on this.
For any other posters facing similar issues, please feel free to PM me screenshots of TAP3 failures you're seeing too - thanks!

[#2]

Quote from: Chris

For any other posters facing similar issues, please feel free to PM me screenshots of TAP3 failures you're seeing too - thanks!

Include a view of your date and time in that screen shot!

[#3]

On the TAP3 test, I have found if you follow the weblink (test3.speedtest.btwholesale.com) in the instructions then the TAP3 test does not work. You need to click on the Go icon (below the instructions) for the TAP3 test to run properly after you have changed your PPP login details to the BT test account.

[#4]

@AndyH
Each time I have tried the test I have first used the 'Go' button and then, when that failed, tried the manual test3.speedtest.btwholesale.com link. 
Whilst I am using my Billion 7800n rather than a standard issue router I cannot think why it would have any impact on the connectivity in this case?

[#5]

That shouldn't make a difference.
Is your router definitely connecting ok to the test account? Some routers you need to also put in a password (anything like testing) otherwise it also does not work.

[#6]

@AndyH
I am not aware of any settings specific to the router but have raised a query on the Billion forum.

[#7]

Following advice from the Billion forum I connected directly from the PC to the ECI modem, excluding the Billion, and tried to access the test again.  Still no luck.
@Chris
Are BTW able to explain what the problem might be?

[#8]

I've not heard anything back from then yet I'm afraid.
I'm still looking for more and more examples if I can get them.

[#9]

I've just heard back from BT and they have advised from the screenshots we've sent them that they believe that Antivirus Software/Firewall may be causing the problem.
Are you able to replicate the problem with these temporarily disabled at all?

[#10]

Chris
Another attempt bypassing the router, this time with anti-virus and firewall disabled - still no TAP3 connection.

[#11]

I've passed that back to BT for further investigation.
Thanks very much for your help with this.

[#12]

Chris
Any response from BT as yet or have they forgotten about it?

[#13]

They've literally got back to me this morning. They're wanting to get your availability so they can try and replicate the problem directly with you.
Would this be okay? If so, could you PM me with your availability and I'll pass it back over to them.

[#14]

Chris
Many thanks.  PM on its way.

[#15]

I've got a NetMeet with BT regarding this issue tomorrow.