Ticket Response times

[#1]

Hi,
Took the opportunity to replace the router with the new one supplied by PlusNet.

The original Netgear router was
Bandwidth (Up/Down) [kbps/kbps]: 439 / 6,653
Line Attenuation (Up/Down) [dB]: 6.0 / 22
Noise Margin (Up/Down) [dB]:  17 / 25

Stats for the new router are below.

Link Information
Uptime: 0 days, 0:05:35
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,116 / 17,200
Bandwidth (Up/Down) [kbps/kbps]: 443 / 6,648
Data Transferred (Sent/Received) [kB/kB]: 788.00 / 372.00
Output Power (Up/Down) [dBm]: 12.0 / 18.0
Line Attenuation (Up/Down) [dB]: 12.0 / 22.5
SN Margin (Up/Down) [dB]: 28.5 / 20.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 32 / 0
HEC Errors (Up/Down): 7 / 0

[#2]

Those stats (Netgear and Thomson) suggest the DLM has put you on a banded 3328-6656kbps profile, presumably due to the disconnections you had before the engineer visit.
If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests.

[#3]

Quote from: spraxyt

If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests.

I've just requested the banding is removed.

[#4]

Quote from: Bob

Quote from: spraxyt If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests. I've just requested the banding is removed.

It's looking good at a steady 12Mb, details below.
Three questions for future reference or for anyone searching the thread.
Should the banding have been removed automatically or do you have to be technically competent to know what to ask for?
Does the banding just effect downstream, or is there a separate upstream banding, because there has been no improvement in upload speed?
Should I be worried by the large number of "Error seconds?"
Thanks
Link Information
Uptime:
0 days, 22:47:44
DSL Type:
G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]:
1,216 / 16,464
Bandwidth (Up/Down) [kbps/kbps]:
443 / 16,472
Data Transferred (Sent/Received) [MB/MB]:
108.02 / 489.11
Output Power (Up/Down) [dBm]:
12.5 / 20.0
Line Attenuation (Up/Down) [dB]:
12.0 / 22.5
SN Margin (Up/Down) [dB]:
30.0 / 6.0
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
4 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
65,539 / 0
FEC Errors (Up/Down):
0 / 0
CRC Errors (Up/Down):
0 / 1,472
HEC Errors (Up/Down):
0 / 3,998

[#5]

The DLM would probably have removed the banding eventually, but I think that would require no disconnections/router restarts over a period of perhaps 2 weeks.
For recognising banding clearly it helps if one knows what the banding ranges are, and the symptoms to look for.
Your upstream isn't banded, as is normal you have been provisioned with a capped upstream service of 448kbps. You can raise a ticket to request this be uncapped if you want to. See post here.
I think the number shown for upstream Error Seconds is one of the "magic numbers" that the router is partial to - I doubt it will casue ill effects.

[#6]

@ian22red, glad to hear that things seem to be moving in a better direction for you, I take if you might want to keep the new router?

[#7]

Quote from: _Adam_Walker_

@ian22red, glad to hear that things seem to be moving in a better direction for you, I take if you might want to keep the new router?

Yes thanks a combination of line issues when moving to the ADSL2 product and a new router seem to have fixed the problem.

So after alll that would I still recommend PN?  - Probably.
My main frustration was the lack of communication through the online help assistant.  When I got on the phone and spoke to someone it was always escalated the following day.
I don't know whether the broadband and voice teams are separate but I found the voice teams much more responsive.
Finally - Forums and the guys that man them and everyone else that comments back on them are great.
I will be staying for a while yet....   

[#8]

Ian222red
i too was frustrated by the lack of recording of my phonecalls to my tickets until i asked why they had been missing.
apparently if you phone pn and the cs agent adds a note to an open ticket it can, wait for it, put it to the bottom of the stack. If they add notes to your account and not to the ticket then the ticket it not affected.
I was also advised that if I wish to add items to an open ticket without it moving it to the bottom of the stack as well I would be best to start a NEW ticket with any updates i wished to make.
I am not sure if there is a published procedure process regarding the ticket etiquette regarding what puts a issue to the bottom of the pack again etc.
podman