Yet another day of rubbish service

[#1]

I'm inclined to agree with the OP. Hardly a week goes by without an outage.  I'm sick fed up of trying to view my home CCTV but being thwarted by drops in the connection.

[#2]

Drops in connection? Do you mean drops in sync?

[#3]

Both. Today it claimed to be connected, had an IP address but Internet was broken. Other times, sync will drop occasionally. Speed in general is poor for a supposed 10mb connection; I'd expect better than an absolute maximum of a few hundred kilobytes a second.
dick:quote

[#4]

I expect you've read about the Network problem but thing like that are quite rare. If you have drops in sync then you will likely have a line fault, that's not caused by problems with Plusnet's or come to that any ISP's network. If you could start a thread on the Broadband and Routers board and post some basic information I'm sure help will be forthcoming.
You could run the BT Speedtester (Diagnostic) and copy and paste the results to your post, also
Your Current Line speed (Login required) and the VP Status of your Exchange here also
Login to your modem/router and copy and paste the full DSL stats by clicking View more under DSL connection as shown here

[#5]

Quote

Who have you moved from? Have you asked what the tag is, or who put it on and why?

In answer to your questions I moved from BT infinity back in November. I switched the fibre broadband only at first, but decided to move the phone service as well a couple of weeks later. This is when the problems started, the phone was supposed to be switched on Dec 5^th but instead I lost the phone service, however the broadband still functioned perfectly. A phone call to PN revealed there had been a problem in adopting the line and it would be sorted out in a couple of days, but I would have a new number. Sure enough the phone was restored with a new number. It was 10 days after this that the broadband was cut off and I am still waiting to be reconnected. From what I can tell, as the broadband was working ok at first the initial switch from BT was successful and the tag would have been set by PN. I guess the tag problem arose when the number changed. I have spoken and emailed CS several times and it seems that Openreach are responsible for clearing the tag,  every time I call I am promised this will happen within 24 - 48 hrs. Three weeks and three days later the line has still not been cleared.
I am aware that PN have to rely on Openreach to carry out the work but I am currently paying for a service I cannot use which is very frustrating.

[#6]

Quote from: Hadenoughofthis

Yet again I've had another day of appalling internet availability - its not good enough, pull your fingers out and start providing the service you are paid to provide !

Apologies. As others have pointed out we were suffering from a pretty nasty network outage.

Quote from: watty

I'm inclined to agree with the OP. Hardly a week goes by without an outage.  I'm sick fed up of trying to view my home CCTV but being thwarted by drops in the connection.

Admittedly there have been a handful of widespread outages in quick succession of each other recently but that's not the norm. If you find yourself without service for extended periods of time on a weekly basis then something's wrong.

Quote from: BBNoMore

I am aware that PN have to rely on Openreach to carry out the work but I am currently paying for a service I cannot use which is very frustrating.

A concerning read. Apologies for the inconvenience. I've just had a look at your account and can see we're still pushing our suppliers to get the tag removed. Needless to say we'll be happy to refund/credit you for loss of service once things are up and running again.

[#7]

Quote from: BBNoMore

A phone call to PN revealed there had been a problem in adopting the line and it would be sorted out in a couple of days, but I would have a new number. Sure enough the phone was restored with a new number.

Ahh sounds like BT Retail might be the gremilns in this screw-up.  Unfortunately when BT Retail terminate a line (which they would have to do for the old number) - or for that matter simply change the billing name on a line, they very unhelpfully also terminate all services on that circuit - even if they are not the service providers.
I encountered similar problems a number of years ago when the vicar at our church changed.  We simply wanted to change the name on the bill - nothing more.  The BT Retail Indians did not understand that, instead they ceased the account and created a new one there by also ceasing the PN provided BB service.  One then had to pay to have the PN BB service reinstated.  I suspect that this is a BT Retail revenue generation wheeze otherwise known as a con!
Needless to say when the next vicar change was anticipated, we moved the telephone line to PN before changing the billing details.  Simples!
It is time that Offcom stepped onto BT Retails toes on this practise - if a person terminates their BT Retail voice service, other services from other providers should not be also automatically terminated too, unless there is a specific request to do so.  Termination of other services should be a matter for the other service providers to deal with.
Hope you are soon sorted here.  If I were in your shoes, I'd be asking BT to provide free of charge a "this number has changed" service for free for 12 months.  It could take you a long time and a lot of effort to inform all of your contacts of the new number.  Note that many organisations use the called from number as security / automation to deal with customer service calls.  For example Kwik Fit Insurance uses your phone number to auto look up your insurance details.
Cheers,
Kevin

[#8]

Watty:  You've got something going on with your line that needs a look at.  It was stable for a long time, but has started dropping recently:

[#9]

@Watty
I'll take a look at this for you tomorrow and give you a call.

[#10]

Thanks guys, must admit I couldn't make head nor tail of the status diagram there! Looking forward to getting my issues sorted 🙂
dick:quote

[#11]

blue tube is when you are connected.  the little flags show where you've disconnected and reconnected.

[#12]

@watty
I've just taken a look at your line. Your SNR is a little higher than the target set so, it is possible that your microfilter is causing a little disruption. Are you able to swap it for an alternative?
The main thing is that your connection is staying connected now:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13578159059307.png"/>
I'll keep an eye on it for the next few days for you. Let me know if/when you change the microfilter so I can take that into account

[#13]

Wooo Hooo !!! I am finally reconnected   Openreach finally got there act together after 4 weeks and sorted the tag problem out. I have to say thank you to Sharon at PN who managed to get an engineer out today (Saturday) to reset my line. 

[#14]

Hi there,
That's great news, thanks for letting us know - glad it's all working for you
If there is anything else we can do please advise.