Ticket 43313683 - Re LTB - Slow responses by support

[#1]

Can somebody at plusnet please look at this ticket. I have now taken two days off work and am no further forward. I feel a MAC code request will be the next step.  

[#2]

I've got your account open in front of me now cornwallsurfer. I'll come back to you with more info shortly.
I hope we can turn this around soon for you.
Adam.

[#3]

Hi Adam. Thank you very much for such a quick response both on here and by telephone. I look forward to seeing how the SNR reset goes.
I will keep a close eye on the sync rates over the next 10 days.

[#4]

Thanks a lot, as mentioned I won't just rely on the SNR reset, I'll check back with you every few days for signs of improvement and we'll get an engineer out to you ASAP if nothing changes.

[#5]

Hi Adam
I have left some stats on the ticket for you to have a look at.
Kind regards
cornwallsurfer

[#6]

Thanks,
It looks like things are getting better and that the connection is remaining stable. I've set my self a reminder to check back with you next week.
Don't worry about posting router stats as we can gain that kind of info from line tests.

[#7]

Whats happening. No profile change?

[#8]

Hi there,
As mentioned on the ticket the profile change depended on the connection remaining stable for 48 hours. Unfortunately that hasn't happened.
I'm picking this up with our faults team now who should respond again ASAP.

[#9]

Thanks Adam. I noticed the router had reset itself but not sure how many times it has done this.

[#10]

Hi Adam
The latest change seems to have done the trick. 

[#11]

Good news, thanks for letting me know

[#12]

My plusnet profile is correctly showing 8Mbps. However the BRAS seems to be stuck on 6Mbps.

[#13]

Your profile both with us and on the BRAS is currently 8mb. Can you try running a test at http://www.speedtester.bt.com

[#14]

Hi Adam
Tried the bt speed test last night & this morning and BRAS was showing 6Mgps. Will try again later after work.
Thanks for your quick response.

[#15]

No probs, I'll look out for a reply.