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Unresolved support ticket open for more than six months - RESOLVED: after 8 mths

James
Grafter
Posts: 21,036
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Registered: ‎04-04-2007

Re: Unresolved support ticket open for more than six months - is this a record?

I'm not sure if you're aware, but the comments about intereference with ADSL are very, very apt.
Anotherone
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Registered: ‎31-08-2007

Re: Unresolved support ticket open for more than six months - is this a record?

Two things are very clear, with that attenuation the sync should be at a full 8128. With that line a fault threshold of 929 is plainly ridiculous, so there is something wrong with the line or the line card. I'm going to re-read this thread to see if anything has not been explored, or not explored fully.
@Jameseh
At the start of this thread he said he's had 5 engineer visits  Crazy
Anotherone
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Re: Unresolved support ticket open for more than six months - is this a record?

Ok, here goes, sorry if any of this is repetitive, but confirmation is needed.
No extensions so no internal hard wiring issues, but does this happen when you plug into the test socket behind the front plate, this would eliminate a bad connection between the front plate and test socket.
Can you also ensure that you are using a corded phone and that your DECT is unplugged and switched off for the time being. I presume the filter is plugged directly into the socket and not via an extension lead.
Can you see where the BT cable arrives at your property? Are there ANY connection boxes between that point and your master socket? If so describe briefly.
Are there any Radio Amatuers, CB enthusiasts, Mobile phone, Police, Radio, TV, Taxi, Water board, Electricity board, or other radio masts anywhere nearby particularly any that your neighbour may be more shielded from than you?
Do you have a TV aerial amplifier? Satellite dish? (we're starting to clutch at a few straws now!) or possibly any other radio connected equipment other than TV's, radios, phones that can be, or are switched off?
With your corded phone, when your sync drops, pick up the phone - can you hear any noise on the line - if you only hear dial tone dial a 1 to get rid, or go for the full quiet line test 17070 option2.
Plenty there to start.I'll come back if anything else comes to mind!
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

Thanks, Anotherone - appreciate your suggestions. And yes, five BT engineers have indeed visited and diligently repeated precisely the same tests as the previous engineer, and come to the same conclusion ie. their tests cannot find any problems. One engineer did suggest that the line card in the local exchange might be at fault, but I didn't hear any more about that and I don't think this was fed back from BT to PN (I did add the info to the support ticket, though). Another engineer suggested that a line swap might do the trick, but he said he wasn't allowed to do that anymore (whatever that means - he clammed up after that...). But all engineers managed to get a synch rate of about 6000kbps when conducting tests with their laptops; unfortunately, this synch rate degraded a few hours after they left and they were therefore unable to see the problem for themselves. because of this, I've told PN that I don't want any more BT engineers wasting my time with repeating tests that are unlikely to succeed in diagnosing the problem.
I've replaced my DECT phone with a corded phone and I'll leave it for a few days to see if that makes any difference. I'm currently using an ADSLNation XTE-2005 filtered faceplate, but I previously used one of their dangly XF1e filters (I swapped filters to see if this was causing the problem, but I don't believe either was at fault). The XTE-2005 is effectively plugged directly into the test socket; prior to that, the XF-1e was also plugged directly into the test socket i.e. I removed the top half of the standard BT NTE-5 faceplate to attach both microfilters. No extension leads were used for filters or phone or router.
I've not noticed any additional noise on the phone line around the time that the ADSL connection is dropped, but that's not to say that's always the case (as many of the disconnections happen when I'm away at work).
After the BT phone line comes down to my house from the telegraph pole, it is fed into a small (approx 6x6cm) white BT junction box just under the eaves - the wire then disappears into the roof space, before exiting on the opposite side of the house and running down the wall before connecting directly into the master socket. The reason for the roundabout route is that I asked BT to move the master socket to another part of the house just after I moved in (about 18 months ago). At least three of the engineers have tested the line quality at both the master socket and the junction box under the eaves, so I guess that's covered that potential source.
I live in a semi-rural area and there are no organisations (police, taxi, electricity board etc) within a mile or two at least. The nearest mobile phone mast is a couple of miles away, and the closest electricity substation is about a mile away. Gatwick Airport is about 3 miles away, as the plane files. I can't see any obvious signs of unusual radio masts nearby that would indicate the presence of radio hams etc. The nearest TV transmitter is about 7 miles away. My TV aerial is just a simple terrestrial type i.e. no freeview or satellite, and no signal boosters either.
I'm more than happy to continue checking for potential interference sources in and around my property, but my "gut instinct" is that the problem is caused by something in the local BT infrastructure i.e. faulty connections, dodgy line card etc. Is it possible to get BT to do any more advanced checks on the line (remotely or at my property) as the standard checks are plainly not hitting the mark? Or is it possible for PN to ask BT to consider replacing things like line cards just to see if this resolves the problem? After six months (going on seven), I can't believe that PN and BT are happy to continue sending out engineers (at about £200 a visit) when the money could be better invested in an alternative strategy, perhaps.
And thanks to everyone who has made suggestions, however frivolous, as one of them may just help someone think of a way to resolve this very, very long-running problem.
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

Forgot to mention that the ADSL connection went through a very bumpy patch between 09:50 and 10:00 this morning - I think it was disconnected three times in that period.
I also had another disconnection at about 19:35 this evening and I've attached the Routerstats noise margin graph for info (it shows two drops to 0Db at about 19:25 followed by a disconnect at 19:35). We can probably discount the DECT phone as an interference source as I replaced this with the corded phone just before 19:00. I also did a BT Quiet Line test soon after the disconnection and no noise was discernible on the line.
Current synch rate is 1856kbps, noise margin is 5.0 and line attenuation is 22.0; Mybroadbandspeed.co.uk reports a download speed of 1011
Anotherone
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Registered: ‎31-08-2007

Re: Unresolved support ticket open for more than six months - is this a record?

Hi Catweazle,
well done for that lot.
If this is not an intermittent faulty joint / cable break, it could be the line card but a couple of other things to mention.
Well done for trying to "catch" any line noise, one of the difficulties is, if this is the cause, picking up the phone, or ringing current, can clear it temporarily.
Is the white box under the eaves well protected from the elements, or could it get hammered by rain, possibly full of water?
As Gatwick is 3 miles away, even if you are on the flight path, I guess the aircraft aren't that low? but if you are on the flight path, are there any radio beacons nearby?
My gut feeling is that this isn't REIN as such, but with unresolved problems like this, it's worth exploring every avenue.
A few things I should have thought to mention earlier. Whilst watching router stats gently wiggle all your connectors and cables from phone socket to router, mains plug to router and any adapters/dis boards in use.
Ah, are you using a dis-board with surge supression? If so try swapping it for another (plain one temporarily) if nothing else shows up.
Try that lot a mo, there's something else at the back of my brain, if it comes up I'll post it!
Edit (again): ah yes, wind. Don't supposed this seems worse when it is windy?
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

Thanks, Anotherone. The BT white box under the eaves is reasonably well-protected, but I guess it could suffer if heavy rain comes from the west (which it usually does!). But I've not noticed anything different about performance in rainy or windy weather conditions.
As for Gatwick, I am very close to the flight path but the nearest radio beacon is about 2 miles away so that's probably ok.
Tried wiggling the connections but these all look ok and Routerstats didn't pick up anything untoward. I am using a Belkin dis-board, but the router is plugged directly into the mains socket as I normally switch the pc, printer etc off overnight i.e. it's just the router that's drawing current overnight. As I've had disconnections with all the pc equipment turned off, I don't think the Belkin dis-board is to blame.
PN support have said they want to escalate this to the BT Complex Faults team and want to send another engineer out - I've agreed to this as any escalation will be welcome, but this won't happen until early next week. I'll keep you posted.
Current performance is still low, as shown by the BT speed test results this morning (06:13) :-
Test1 comprises of Best Effort Test:  -provides background information.
    Your DSL connection rate: 1856 kbps(DOWN-STREAM),  416 kbps(UP-STREAM)
    IP profile for your line is - 1500 kbps
    Actual IP throughput achieved during the test was - 902 kbps
SNR margin is still high at around 19Db.
Routerstats did pick up a "blip" yesterday evening where the SNR margin dropped to about 5Db for about 20 minutes before increasing to 19Db again - I've posted the graph for info. The synch speed wasn't affected by the blip, by the way.
Anotherone
Champion
Posts: 19,107
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Registered: ‎31-08-2007

Re: Unresolved support ticket open for more than six months - is this a record?

So that's about eliminated all other possibilities, except dodgey cable/cable joint or linecard, but I may have missed it, did you try plugging into the test socket behind the face plate, through a known good filter, just to eliminate any problem with the faceplate? Also I assume the router is plugged direct into the faceplate and not via seperate surge supression?
Personally, I can never understand why OpenRetch persist in sending engineers to intermittent faults who just sit looking at a lappy for (supposedly) 2 hours. Testing each section of cable and remaking all cable joints would seem a much more cost effective thing to do., and of course trying another line card. We end up paying for their inefficiency and ineptitude.
Keep us updated. If you start a sweepstake, my money is on the line card.
pierre_pierre
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Registered: ‎30-07-2007

Re: Unresolved support ticket open for more than six months - is this a record?

you might be 2 miles from a radio beacon, but some planes radios are atrocious, I live about 15 miles from Stansted but am on a flight path, we regularly get Ryan Air break over our domestic radio, load and clear, there operating frequency is no where near domestic
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

Yes, the router's ADSL cable is plugged directly into the filtered faceplate i.e. not via the Belkin dis-board. I have tried two other "dangly" microfilters that I know have worked fine before (plugged directly into the test socket) and I've stil had problems with disconnections and line speed drops.
I've also had quite an encouraging note from PN support to say they've discussed the problem at length with BT and will be escalating the fault to the Complex Faults Team once another engineer has conducted more tests and reported back to base. This engineer visit is due next Tuesday or Wednesday, so I'll report back after that.
Many thanks for your help to date.
Chris
Legend
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Registered: ‎05-04-2007

Re: Unresolved support ticket open for more than six months - is this a record?

That's progress, hopefully the complex faults team will get it sorted once and for all.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

I wonder if one of the helpful PN guys who monitor these forums would mind giving the support team a nudge? I've been waiting since Wednesday for confirmation of the BT engineer's visit next week, but I've heard nothing in spite of posting reminders on the support ticket (#25488897) along with the news that the download speed has dropped into l'escargot territory i.e. about 130-140kbps. There have been quite a few disconnections (four today and nine in total since Monday) so the line seems to be going from bad to worse - let's hope it gives the BT engineer something to think about when (if) he comes next week.
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

OK, not good news at all - PN now seem to be backing away from the idea of sending another BT engineer as a preulde to a referral to the Complex Faults Team. I won't go into any detail of what's been said yet, but we do seem to be going around in circles again and I'm getting very hacked off with the whole process.
Can someone senior at PN please look at this ticket (#25488897) and give me an honest view of how PN and BT intend to resolve the problem.
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Unresolved support ticket open for more than six months - is this a record?

Hi Catweazle,
I've had a look over the ticket and there's one of our senior agents looking at it now, there should be a reply shortly. I'll check later on too.
Cheers,
Matt
Catweazle
Grafter
Posts: 140
Registered: ‎12-01-2009

Re: Unresolved support ticket open for more than six months - is this a record?

Thanks, Matt - I did get a response from PN support and we will try another BT engineer visit, but not until next week as I've had to rearrange my work and can't take any time off this week.