Starting to get fed up. 30772887

[#1]

Just a thought. Is a Wireshark capture of any use when this fault does appear?

[#2]

Nope, I don't think so, but I'll send the wireshark expert along here

[#3]

ive quickly scanned over the thread as am about to have me pie and mash
if am right your having issues with getting a connection to PN from your router.
in this case wireshark will not pick any of this chatter from your router to pn when it sets the session up as wireshark is monitoring your pc's network interface. to capture that sort of traffic you would have to be ear wiging between the router and PN
hope that makes sense

[#4]

Thanks Mr. Shark, makes perfect sense, hope it does to Oleo.
Oleo, don't know what your modem/router is, whether it keeps a log file or not, but running RouterStats Lite may be a good idea - this will monitor the ADSL line sync & noise. Go to http://www.vwlowen.co.uk/internet/files.htm & download the windows self installer version of Routerstats Lite - it makes life so much easier. If you have to setup a User Defined entry, and are not sure how to get you stats, try - http://www.kitz.co.uk/adsl/frogstats.php

[#5]

I'll have a chat with Matt and see where he got to with your fault. I'll ask him to pop a reply on here later.

[#6]

Dear all, thanks for you replies.
The comments about Wireshark make perfect sense to me, thanks.
Anotherone, I'll look into your suggestions. My router is a Linksys wag 54 gs. Fortunately I have never upgraded the firmware, so I should be able to set up some kind of logging. For info, the firmware upgrades for this router disables telnet. There are hacked versions, but I have never tried them, don't want to brick a perfectly good router.
Chris, thanks, looking forwards to the update. So far, everything has been fairly smooth, the odd slowdown but nothing major. Fingers crossed.

[#7]

I just gave up.
"Important: Please make sure you run these checks correctly. If a BT engineer checks your line and finds that you've not tested all of the above properly you may be charged £144 + VAT."
Ticket closed.

[#8]

Oleo, it looks from the ticket history like you've done all the tests we've asked you to do. We have a legal requirement to tell you about the possibility of AVC charges, but these would be very unlikely to be applied in your case, as you have stated that you've tested everything you can.

[#9]

Not going to happen, Mand. I will not underwrite any third party cost. You say 'Unlikely', that says to me that there is a possibility. If everyone is happy that I have done what I should have, then I believe an ISP should show some confidence in the customer, rather than force an unfair agreement to get something repaired that I don't actually own, I have no control over, and have no real right of appeal if I were to get billed.

[#10]

Then unfortunately, you won't get your problem fixed.
I have known Plusnet to fight the customer's corner to rebut any engineer visits that are billed incorrectly (and they are billed to Plusnet, not you directly), if they have sufficient evidence that the end user has ruled out their own hardware and wiring.
However, they cannot guarantee that the EU has done all the checks (despite saying that they have) so it is possible that the fault is within the EU's equipment.  This is why the charge *might* apply.
I have seen reports of up to 6 engineer visits for intermittent faults where the engineer has responded with 'no fault found', and PN have insisted they return - all without any charge to the End User.
Allow PN to assist you and you will get your problem sorted.  Arguing about semantics of a bill that, if you have followed their instructions will never be charged is counter productive and will result in you never getting the problem fixed.
B.

[#11]

Barry has summed up the situation perfectly.
While I understand fully the reticense to accept the possibility of time related engineer charges, we cannot progress the fault with BT unless this has been accepted. It is one of the first questions our suppliers will ask our support team when arranging the engineer visit. As Barry has stated, we will absolutely fight tooth and nail should TRC's be raised incorrectly, I'd ask that you trust us on that front and accept that we will absolutely fight your corner on this and ensure that charges are not raised were they should not.

[#12]

Quote

I'd ask that you trust us on that front and accept that we will absolutely fight your corner on this and ensure that charges are not raised were they should not.

Why not trust the customer, and delete the underwriting requirement?

[#13]

Its not ours to delete Oleo. If it where that would be so much more simple. These are not our requirements and those same requirements apply to all ISP's using BT Wholesale products.
I have given you an undertaking which I will stand over all day long. I can't offer much more than my word.

[#14]

Quote

Its not ours to delete Oleo

Which bit of the law states that is so, might need to give my MP some agro.

[#15]

Product rules and processes aren't law Oleo and apply in a great many circumstances in anything we touch as consumers everyday.
So, getting back to the issue in hand. Where do we go from here? Are my assurances enough to let this progress to an engineer visit? The sooner we nail that the sooner we can start getting your problem sorted.