Poor service - fault 55597869

[#1]

ok thanks
jim:quote

[#2]

Quote from: _Adam_Walker_

FYI, the line is not banded, we have previously checked for this and would have done what we an to remove the banding at an earlier stage if that was an actual issue.

So presumably from looking at the stats then, there must be that much noise present that is what is limiting his sync speed ?

[#3]

I'm not sure, we'll let faults sort this out with the OP, some investigation is still under way.

[#4]

@Anotherone
This is taken from the circuit in question;
Profile Info: WBC 160K - 24M Medium delay (INP 1) 12dB Downstream, UC Medium delay (INP 2) 6dB Upstream (ADSL2+)
As you can see, this line isn't banded at all.
@riccardob
I can see an appointment has been booked for Friday AM with Gavin. We will follow this up most next week as we need to monitor the line for stability and get the engineer notes (which will most likely happen over the weekend).
Any questions, place it in the ticket and myself or Gavin will get round to it :).

[#5]

ok thanks.
hopefull it will be third time lucky in terms of someone actually showing up.....

[#6]

you were very unlucky having two engineer no-shows like that so I hope this one goes with out any problems.
You're in good hands with Spencer and Gav.

[#7]

@Spencer
Thanks for the response.

[#8]

FAO Adam or Spencer.
1) Can you double check my ticket and confirm that an appointment is booked for me for Friday. The last couple of updates (internal) I got on my ticket this pm seem to indicate some sort of cockup at BTW.
2) I have some news from my end. This afternoon my phone and dsl conn went dead for a few seconds and then came back. I then ran a speed test on the test socket and the speed has gone up a bit. See stats below. I may be guessing but have BT tried something at their end following Spencer's enquiries in the last few days? Have they unbanded my line or something?
I am leaving the modem on all night and will try another test first thing tomorrow.
 

1. Best Effort Test:  -provides background information.
Download Speed
1.25 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speed achieved during the test was - 1.25 Mbps
For your connection, the acceptable range of speeds  is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 1.56 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.64 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed  achieved during the test was - 0.64Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
Line Mode ADSL2+ Line State Show Time
Latency Type Interleave Line Up Time 00:01:49:43
Line Coding Trellis On Line Up Count 8
Line Power State L0

Statistics Downstream Upstream
Line Rate 1773 Kbps 755 Kbps
Noise Margin 31.6 dB 9.4 dB
Line Attenuation 39.5 dB 22.5 dB
Output Power 0.0 dBm 12.4 dBm
MSGC (number in overhead channel data) 46 66
B (number of bytes in Mux Frame) 13 11
M (number of Mux Frames in FEC Frame) 16 8
T (Mux Frames over sync bytes) 5 2
R (number of check bytes in FEC Frame) 16 16
S (ratio of FEC over PMD Frame length) 3.9834 3.8957
L (number of bits in PMD Frame) 482 230
D (interleaver depth) 8 8
Super Frames 406835 406833
Super Frame Errors 0 0
RS Words 6611086 3458080
RS Correctable Errors 0 3
RS Uncorrectable Errors 0 0
HEC Errors 0 0
OCD Errors 0 0
LCD Errors 0 0
ES Errors 0 0

[#9]

Hi riccardob,
I've just checked with Ben and the appointment has been confirmed booked for you - he should be updating the ticket at the moment for you as well. Hope it gets things sorted for you.

[#10]

Hi all,
I've just seen the latest notes on my ticket.
You mention that you have escalated this again to your suppliers.
Since the line reset I have been happy with the speeds and I am worried that more BT intervention could lead to my line being switched as the engineer mentioned this could happen and, that as a result,  I could
get an even worse one. I do not want to come home one evening and find out that I have no BB and no phone line.
Can we put this on hold for a few days and see how it goes? When I got a phone call on Friday from Plusnet I was told that it will take a few days to monitor things.
It seems hasty to involved BT again as for now the speed quality is acceptable to me. Can you please therefore remove the escalation to BT.
Of course should the speeds drop again then we can revisit.
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules.]

[#11]

Hi riccardob,
Glad to hear things have got better, sorry for the delay in reply though it looks like our support team have arranged the above for you?
Hope the service stays working and sorry it took so long to get it back to this state, please do let us know if the issue recurs and we'll jump on it.

[#12]

Ok I am pasting my latest response to the ticket:
"I have checked my speed again and I am happy with it.
Also bear in mind that now I am connected via an extension socket so speeds are likely to be a bit lower.
Can you please close the fault for me and advise BT that no further action is necessary. I am happy with my line as it is."

[#13]

Thanks riccardob, hope it stays working for you. I've given one of our faults agents a nudge and he'll make sure it's all sorted.

[#14]

Thanks Matt.
A few days ago one of your staff wrote on my ticket that a new modem/router would be sent to me.
Can you tell me if this has been sent? Can you also let me know if I can use it hard wired as I do not like to use wireless.
Thanks

[#15]

Hi there,
Yes, it was dispatched on the 6th (delayed due to the long weekend) so should be with you very soon, and yes you can use it hardwired - it's a 4 port switch, not gigabit though unfortunately.