Heads up Plusnet UPDATE : Re: Early JUNE and still no service ....

In article <(E-Mail Removed)>, tx2inbound-
invalid-@hotmail.com, a.k.a Tim says...

[...]

> Activated early June, but due to a BT fault, no service until late June;
> further faults (constant disconnections) has led to another wait for BT
> to investigate the line, who now say it's a Plusnet issue, potential
> faulty modem.

Sorry this is a bit long, but of course, updating the ticket with
Plusnet shoves it to the bottom of the stack, and as Plusnet seem unable
to respond in a timely fashion, I'm posting here ... and cross posting
to uk.t.b

Ticket 12432199

With agreement from the customer, i have re-formatted her PC as she did
have a virus that AVAST hadn't picked up (NOD32 did) and was not using
Ad-Aware correctly and had a considerable amount of Spyware on her
system (e.g Gator, Coolwebsearch)

I then re-installed WinXP Home, and the Binatone modem software.

I connected the equipment to broadband at my premises, and it ran
without issue for several hours. I was able to download all windows
updates and other software such as Zone Alarm, AVG et al.

I also installed and ran my own Fujitsu modem to ensure no flukes.

I then formatted and re-installed her PC a second time to be absolutely
sure. Again, no problems encountered.

As the PC was now working quite flawlessly, and thinking (although not
convinced) it may have perhaps been the virus/spyware infection which
had been causing the issue, i returned the PC to the customer.

On reconnecting at her premises, *exactly* the same issues occurred in
that we get a short period of connection, whereafter, the sync just
drops.

I borrowed a different modem from a neighbour, a BT Voyager 100, and had
exactly the same issues. Not the modem then ...

The neighbour then said that he was also getting the same type of issues
on his ADSL service with AOL.

I disconnected Plusnet's customer from the phone line whilst i popped
next door to see her neighbour. His AOL connection was 'rock solid'.

I noted a problem with his Norton as his subscription had expired. We
updated that and ran Live Update to get him back on track with his AV
protection.

Whilst i was running Live Update, i popped back into Plusnet customers
house, and again tried to connect to BB. Same issues. OK for a few
minutes then disconnected and tries to re-sync.

I gave up here and went back next door to be told his BB connection had
hiccuped whilst i was next door. It was now solid again. I ran ADSL
guide speed test, downloaded a large file from downloads.com without
issue.

Could it be that when they both go on BB, the problem occurs???

The line they are on is 'shared', in that it goes via the same premises,
i.e the Plusnet customers house ......

Indeed, the neighbour, whose property is in the grounds of Plusnet
customer's, said he only started getting issues with BB after his
neighbour had been on broadband, so far as he could tell.....

I couldn't test any further as Plusnet's customer had to go out for the
remainder of the day.

hmmm....

So, the customers PC and modem work perfectly here, but not at their own
house.

The neighbour is also getting an interrupted service, but he thinks only
since his neighbour connected.

BT have lied to Plusnet and told them they have sent a BT ADSL engineer
out who found no fault ... no engineer testing ADSL has ever visited
these premises. Plusnet haven't again responded to their customer either
via Contact Us or telephone in a timely manner ...... despite being
requested to do so via phone, they still insist on updating Contact Us
when the customer has no internet access.

The problem, IMO, is NOT with the customers equipment Plusnet, it has to
be something to do with the phone line.

So Plusnet, we've done everything we can at our end, what are you going
to do about it?

Being totally cynical, I would suggest that she temporarily gives up
with Plusnet, signs up for ADSL with BT who will then magically send out
an ADSL engineer in no time at all who will get it working. Then as
early as possible move back to Plusnet.

--
John

On Sun, 25 Jul 2004 11:11:58 +0100, TX2 <tx2inbound-invalid-@hotmail.com>
wrote:

> In article <(E-Mail Removed)>, tx2inbound-
> invalid-@hotmail.com, a.k.a Tim says...
>
> [...]
>
>> Activated early June, but due to a BT fault, no service until late June;
>> further faults (constant disconnections) has led to another wait for BT
>> to investigate the line, who now say it's a Plusnet issue, potential
>> faulty modem.
>
> Sorry this is a bit long, but of course, updating the ticket with
> Plusnet shoves it to the bottom of the stack, and as Plusnet seem unable
> to respond in a timely fashion, I'm posting here ... and cross posting
> to uk.t.b
>
> Ticket 12432199
>
> With agreement from the customer, i have re-formatted her PC as she did
> have a virus that AVAST hadn't picked up (NOD32 did) and was not using
> Ad-Aware correctly and had a considerable amount of Spyware on her
> system (e.g Gator, Coolwebsearch)
>
> I then re-installed WinXP Home, and the Binatone modem software.
>
> I connected the equipment to broadband at my premises, and it ran
> without issue for several hours. I was able to download all windows
> updates and other software such as Zone Alarm, AVG et al.
>
> I also installed and ran my own Fujitsu modem to ensure no flukes.
>
> I then formatted and re-installed her PC a second time to be absolutely
> sure. Again, no problems encountered.
>
> As the PC was now working quite flawlessly, and thinking (although not
> convinced) it may have perhaps been the virus/spyware infection which
> had been causing the issue, i returned the PC to the customer.
>
> On reconnecting at her premises, *exactly* the same issues occurred in
> that we get a short period of connection, whereafter, the sync just
> drops.
>
> I borrowed a different modem from a neighbour, a BT Voyager 100, and had
> exactly the same issues. Not the modem then ...
>
> The neighbour then said that he was also getting the same type of issues
> on his ADSL service with AOL.
>
> I disconnected Plusnet's customer from the phone line whilst i popped
> next door to see her neighbour. His AOL connection was 'rock solid'.
>
> I noted a problem with his Norton as his subscription had expired. We
> updated that and ran Live Update to get him back on track with his AV
> protection.
>
> Whilst i was running Live Update, i popped back into Plusnet customers
> house, and again tried to connect to BB. Same issues. OK for a few
> minutes then disconnected and tries to re-sync.
>
> I gave up here and went back next door to be told his BB connection had
> hiccuped whilst i was next door. It was now solid again. I ran ADSL
> guide speed test, downloaded a large file from downloads.com without
> issue.
>
> Could it be that when they both go on BB, the problem occurs???
>
> The line they are on is 'shared', in that it goes via the same premises,
> i.e the Plusnet customers house ......
>
> Indeed, the neighbour, whose property is in the grounds of Plusnet
> customer's, said he only started getting issues with BB after his
> neighbour had been on broadband, so far as he could tell.....
>
> I couldn't test any further as Plusnet's customer had to go out for the
> remainder of the day.
>
> hmmm....
>
> So, the customers PC and modem work perfectly here, but not at their own
> house.
>
> The neighbour is also getting an interrupted service, but he thinks only
> since his neighbour connected.
>
> BT have lied to Plusnet and told them they have sent a BT ADSL engineer
> out who found no fault ... no engineer testing ADSL has ever visited
> these premises. Plusnet haven't again responded to their customer either
> via Contact Us or telephone in a timely manner ...... despite being
> requested to do so via phone, they still insist on updating Contact Us
> when the customer has no internet access.
>
> The problem, IMO, is NOT with the customers equipment Plusnet, it has to
> be something to do with the phone line.
>
> So Plusnet, we've done everything we can at our end, what are you going
> to do about it?
>
>
>


Hi,

In which case it sounds like me need to get BT to send an ADSL engineer
out. We won't be able to book this until tomorrow, but it would likely
speed things up if you can either post your friend's availability in the
ticket or via option 5 on the support line and we'll try and arrange it.
BT's timeslots are 8:00 - 10:30, 10:30 - 13:00 - 13:00 - 15:30 and 15:30 -
18:00.

--
Regards,

| Dave Tomlinson Broadband Solutions For
| Technical Support for Home & Business
| PlusNet plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----

In article <4103907d$0$44474$(E-Mail Removed)>,
(E-Mail Removed)-o-m, a.k.a jelv says...

> Being totally cynical, I would suggest that she temporarily gives up
> with Plusnet, signs up for ADSL with BT who will then magically send out
> an ADSL engineer in no time at all who will get it working. Then as
> early as possible move back to Plusnet.

The trouble is, she signed up to an annual Easystart account, otherwise
she would have given up on Plusnet BB already and simply gone back to
dial-up. She's quite happy to stay with PN on a dial-up account as she
gets a relatively reasonable 45kbps on her line.

No doubt, however, there will be arguments about due payments etc,
despite the fact she has maintained her payments, but got no service.

IMO, she isn't going to be able to get a reliable BB service at this
address as she is quite remote from the exchange, and given her
neighbour is experiencing similar issues, my bet is that BT will
eventually pull the plug on BB at these 2 addresses.

Appreciative that from a 'technical and testing' angle, Plusnet's hands
are tied in resect of BT, Plusnet have none the less not been at all
good in staying in touch with this customer, nor working toward a speedy
resolution. BT have also been economical with the truth to Plusnet
AFAICT.

They [Plusnet] have of course continued to take her monthly payment
despite us asking for a refund in respect of Early Life Failure ... that
request has simply gone unanswered thus far.

I have suggested to her, that in order to force Plusnet's hand, she will
need to cancel her Direct Debit so Plusnet *have* to respond, and
hopefully will try to enforce some legal action which will highlight her
plight further, Plusnet or BT perhaps ending up paying out considerably
more in legal costs (IANAL)

The only trouble is of course, she runs a small B&B from this address,
and has since published her email address in advertising literature, so
suspension of her account is not an option.

It is a f***ing disgrace that she has found herself in this position.

TX2 <tx2inbound-invalid-@hotmail.com> wrote in
news:(E-Mail Removed):

> The line they are on is 'shared', in that it goes via the same
> premises,

DACS+ADSL=problems.

When I last had a new line installed I was told you don't get any choice
whether it is DACS or not. The most reliable solution would be to find a
way onto a clear line (ie order a new line and hope that doesn't come
DACS - but could be costly and not guarenteed to not be DACS).

Odd that you've not had responses quickly, I had some ADSL
troubleshooting and tickets going backwards and forwards several times a
day. The long waits only happened when it was up to BT to do something.

--
Colin
*Drop DEAD from the email address to reply*

In article <(E-Mail Removed)>, (E-Mail Removed),
a.k.a PlusNet Support Team says...


> In which case it sounds like me need to get BT to send an ADSL engineer
> out. We won't be able to book this until tomorrow, but it would likely
> speed things up if you can either post your friend's availability in the
> ticket or via option 5 on the support line and we'll try and arrange it.
> BT's timeslots are 8:00 - 10:30, 10:30 - 13:00 - 13:00 - 15:30 and 15:30 -
> 18:00

And BT will then again phone the customer up and (arrogantly) tell her
nothing is wrong with the line, thereafter informing Plusnet that an
engineer has visited and found no fault ....

Circle and viscous are words that spring to mind.

Easiest resolution is to cancel the BB package, give this lady her money
back, in full, and transfer her onto a dial-up account.

Did i say "easiest" ..... oh dear, now that could never do ;-)

I'll ask her her availability ...... or maybe even Plusnet could
actually do as they've been asked and ring this customer themselves?

oh never mind, i'll do it, i know it'll get done then. Will be in touch.

> So, the customers PC and modem work perfectly here, but not at their own
> house.
> The neighbour is also getting an interrupted service, but he thinks only
> since his neighbour connected.

If the AOL customer disconnects, can the Plusnet customer get a stable
connection ?

....i`m no telecoms engineer, but this sounds like a BT problem to me...

--
Please add "[newsgroup]" in the subject of any personal replies via email
--- My new email address has "ngspamtrap" & @btinternet.com in it ;-) ---

In article <Xns95317EA8E2B0Fcwfidei@212.159.2.87>, (E-Mail Removed),
a.k.a cw says...


> DACS+ADSL=problems.

Which concerns me, as i've recently ordered a new line into my own
premises, but i did specify on the order that it must not affect my ADSL
in any way, and if it does, then i don't want the new line...

> When I last had a new line installed I was told you don't get any choice
> whether it is DACS or not. The most reliable solution would be to find a
> way onto a clear line (ie order a new line and hope that doesn't come
> DACS - but could be costly and not guarenteed to not be DACS).

oh crap .... i foresee all sorts of aggro ahead for me, maybe i better
cancel the new line? I'll ask the engineer on the day of install what
he's going to do i think. If he mentions DACS, he can "bugger off"...

> Odd that you've not had responses quickly, I had some ADSL
> troubleshooting and tickets going backwards and forwards several times a
> day. The long waits only happened when it was up to BT to do something.

Yes, Plusnet have been at the mercy of BT in some instances, but they
have not called this customer when they said they would, nor responded
to such requests a refunds for ELF that have been raised.

In article <(E-Mail Removed)> ,
(E-Mail Removed), a.k.a Colin Wilson says...


> If the AOL customer disconnects, can the Plusnet customer get a stable
> connection ?

Having only hit on this idea late in the day yesterday, i haven't had
chance to 'test' it further, as the Plusnet customer had to go out.

However, there have been periods when the connection has been good for
'extended' periods of time in both premises.

> ...i`m no telecoms engineer, but this sounds like a BT problem to me...

This is what we have been telling Plusnet and BT all along ... i'm a
'techie' to quite a competent level in may respects, and i was convinced
the fault did not lie at her end, but have done what was ultimately
necessary (in my own time) to prove the fault out.

The ball is now placed firmly in Plusnet's court.

TX2 <tx2inbound-invalid-@hotmail.com> wrote in
news:(E-Mail Removed):

> oh crap .... i foresee all sorts of aggro ahead for me, maybe i better
> cancel the new line? I'll ask the engineer on the day of install what
> he's going to do i think. If he mentions DACS, he can "bugger off"...

I would definately try to make sure DACS doesn't get involved, the only
time you will need DACS is if your exchange is low on spare twisted
pairs. The road I used to live in stuck out in between a couple of golf
courses and a railway so had a limited number of pairs.
Furthermore, there had at some point been several newer house built which
polished off any spare lines.

The engineer turned up and I noticed him getting an odd box out so asked
about it. He installed the DACS box and then rang the exchange to get our
line put on the DACS system only to be told that the exchange was not
only out of lines, but the DACS on the lines was completely maxed out
aswell.

It took them several days and they actually had to dig up sections of the
road to install brand new copper just for me. Brilliant thing is that for
every day past the due install date BT are unable to supply for, they
give you a months free rental :0)

> Yes, Plusnet have been at the mercy of BT in some instances, but they
> have not called this customer when they said they would, nor responded
> to such requests a refunds for ELF that have been raised.
Again I think the question of refunds can fall on BT. BT will still be
charging PlusNet for the user, so any refund will cause PlusNet to lose
money

Looking over the messages in p.s.cf, I'd have expected BT to have had
their ADSL engineer out on the 23rd and PlusNet to have checked in with
BT that day to see a response. However, the review time was 8pm and I
wonder if the ADSL faults team are one of the weekday 9-5 shifts. As
such, it wouldn't get picked up by the faults team until tomorrow
morning.

You also say the ADSL engineer did not visit the customer premises - in
that case someone from PlusNet needs to lodge a complaint with BT because
the BT engineer has been filling in his forms for work not done. Doing so
may also get another engineer visit quicker than waiting for another
appointment via the normal sytem.

The issue of DACS on the line needs to be made VERY clear as that is more
than likely the fault. To me it sounds like:

Customer A (non-plusnet) has connection
Customer B (plusnet) makes connection, Customer A gets disconnected
Customer A reconnects, Customer B gets disconnected.

So effectively the DACS can only support one DSL connection at a time and
BT wholesale accepted an ADSL order on an unsuitable line. There may be
nothing physically wrong with the line as that is just how DACS works..

--
Colin
*Drop DEAD from the email address to reply*