Plusnet failing....

Well my 2Mb ADSL connection has been up and down now for 10 days, with no
resolution or even replies from PlusNet. I'm not very impressed as I move
to them from Eclipse to avoid such difficulties...

Full ticket data reads:

Ticket: 17408598 Assigned

Raised: 2005-08-28 13:14:32 by: Customer Support

2005-08-28
13:14:32
Richard Launt
Customer Support Centre Open : [Internal Support Wizard Journey]
[Customer has been advised of possible BT admin fee]
[Self Install]
[Circuit in synch - YES]
[Can logon to own username - YES]
[Intermittent or dropping connection]
[Additional Information]
1. Does the loss of connection occur only at certain times of the day or is
it continuous? If only at certain times, please state when.
continuous

2. How long has the problem been occurring for and when did it start?
last night at approximately 6pm

3. What are you doing at the time of the fault - e.g. downloading large
files, or does it only drop when idle?
idle

4. When you lose connection is sync lost on the modem/router - i.e. does
the ADSL link light start flashing or does it remain solid green?
lose sync

5. Do you have any other equipment on the line that may affect service,
such as a fax machine and is the PSTN (voice) service OK?
no other hardware
PSTN fine

6. Please connect your modem/router to the master socket, leaving all other
equipment disconnected and see if the problem still happens.
tested

7. Has another modem/router been tested on your line, or have you tested
your modem/router on a line known to be working?
not available

8. Has the micro filter being changed to prove if it is a problem?
BT install socket

9. Are you on a particular website when the connection drops?
no

10. Is the session actually disconnecting (requiring you to login again),
or is it degrading to almost nothing (session stays up, but hardly usable)?
disconnects

11. Can you reconnect again straight away, or do you have to reboot?

not able to reconnect

12. Do you use any other protocols and applications other than Web-browser,
email and FTP?
no

13. Do you get an error code when you log on again?
no

14. Have filters been added to all used points?
no other hardware connected

15. Is there an alarm system on the property which utilises the phone line?
yes

16. Have you anything else connected to your PC besides the modem/router?
no other hardware

Eu aware of avc and that the hardware needs to be powered and connected.EU
can be contacted on mobile.

2005-08-28
15:56:17
Stephen Dean
Customer Support Centre Open : xDSL Status Check OK
Circuit Information
Circuit In Sync
Upstream xDSL Link Info
Loop Loss 16 dB
Cell Count 772653300
Downstream xDSL Link Info
Loop Loss 40 dB
Cell Count -1023063298


Copper Line Test Test Outcome Pass
Line Test OK T006

home 2mb - line testing ok

Regards,
Stephen Dean
2005-08-28
16:29:48
Stephen Dean
Customer Support Centre Open : 15. Is there an alarm system on the property
which utilises the phone line?
yes

need to confirm this is not interfereing

Regards,
Stephen Dean
2005-08-28
16:31:39
Stephen Dean
Customer Support Centre Actioned : Dear Mr Brewood,
As discussed on the phone - your conenction now seems to be working and
this is being passed back to you for further monitoring. Thanks.

Regards,
Stephen Dean
2005-08-29
12:16:44
You
Assigned : Connection still only up for minutes at a time, no connectivity
on and asoect of the net. Router switches between connected with no WAN and
connecting.

Please reopen ticket and work towards resolving matter urgently.
2005-08-29
17:20:03
You
Assigned : Situation improved a little, now up approx 20 minutes at a time
but please resolve URGENTLY and advise situation.
2005-08-29
20:25:28
Alex Tame
Customer Support Centre Assigned : (internal transfer to faults)

Regards,
Alex Tame
2005-08-30
18:31:37
Martin Cundell
Customer Support Centre Assigned : internal-
Fault will be raised:
Major Findings Suspect TOK - No ADSL faults found, but alarms indicate
possible problem

Circuit Information
Circuit In Sync
Upstream xDSL Link Info
Loop Loss 16 dB
Cell Count 773804748
Downstream xDSL Link Info
Loop Loss 40 dB
Cell Count -1014624379
2005-08-30
18:39:06
Martin Cundell
Customer Support Centre Assigned : Dear Mr Brewood,
I have raised this issue to BT. They generally take around 48-72 hours to
update us on the fault that we have raised . Please ensure your equipment
is left powered on for the duration of the fault. This is so that we and BT
can continue to test your line.

Kind regards,
Martin Cundell
[internal]
ref:1-73KE15/01731857
2005-08-30
19:28:48
You
Assigned : Cheers guys will leave router switched on for next 72 hours as
requested for BT tests.

Query (as nosey devil here) what is TOK?
2005-09-02
22:49:41
You
Assigned : Has BT testing come to any conclusions? The problems persist
with increasing periods of offline time.

Assistance is needed - this has been now going on for a week which is
unacceptable!
2005-09-05
17:57:45
You
Assigned : Yet again the problems still persist and there seems to be no
response from Plusnet.....

Please advise URGENTLY....

2005-09-06
18:04:04
You
Assigned : Yet another day goes past with no information.... coem on
guys....

--
Tekguru (Daron Brewood)
MS-MVP/Mobile Devices

Webmaster: UKs largest Pocket PC Site
http://www.tekguru.co.uk

__________________________________________________ _____________________________
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In article <1gujvj481r77i$.(E-Mail Removed)>, (E-Mail Removed)
says...

[...]

> Well my 2Mb ADSL connection has been up and down now for 10 days

And that is Plusnet's fault?

Plusnet have passed it to BT - you didn't wait 72 hours before your next
response - Plusnet are not going to answer every ticket entry because
you need another 'wipe'. They too are at the mercy of BT.

I have every confidence the problem would take just as long for Eclipse
(or A N Other isp) to sort out as it will Plusnet.

FWIW, I am a customer of Plusnet, *not* a fanboy. I also support
customers of Eclipse, OneTel, Wanadoo and BtYahoo! to name a few, and
none of those ISP's have ever really out performed the other to any
significant degree where support is concerned.

In article <1gujvj481r77i$.(E-Mail Removed)>, (E-Mail Removed)
says...

>
> 2005-09-06
> 18:04:04
> You
> Assigned : Yet another day goes past with no information.... coem on
> guys....


Hi,

My crystal ball tells me BT are waiting for an update from PlusNet along
the lines of whether your modem drivers have been reinstalled or if
using a router, that's been reset, as you haven't tried alternate
equipment on the line. You can call PlusNet (or reply here) to say
whether this has been done and if it resolves the problem. If not, the
fault can be passed back to BT.

Alex

"ComPCs" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed) t...
> In article <1gujvj481r77i$.(E-Mail Removed)>, (E-Mail Removed)
> says...
>
> [...]
>
>> Well my 2Mb ADSL connection has been up and down now for 10 days
>
> And that is Plusnet's fault?
>
> Plusnet have passed it to BT - you didn't wait 72 hours before your next
> response - Plusnet are not going to answer every ticket entry because
> you need another 'wipe'. They too are at the mercy of BT.
>
> I have every confidence the problem would take just as long for Eclipse
> (or A N Other isp) to sort out as it will Plusnet.
>
> FWIW, I am a customer of Plusnet, *not* a fanboy. I also support
> customers of Eclipse, OneTel, Wanadoo and BtYahoo! to name a few, and
> none of those ISP's have ever really out performed the other to any
>
significant degree where support is concerned.

I am a new plusnet customer and have had nothing but poor connections , a
B.T man visited and said the line was O.K but he was only here for ten
minutes. it may have been O.K then . I was very annoyed at the week-end with
constant disconnections and told them so, Their response to tickets has been
good , in my opinion .They have said to me exactly as to Tekguru. I have
made no alterations at this end. Yet Monday and Tuesday my connection has
been fine , I can only presume the fault is plusnets,if not why are they
reluctant to call on B.T Regards E

In article <1gujvj481r77i$.(E-Mail Removed)>, Tekguru (Daron Brewood)
says...
> Well my 2Mb ADSL connection has been up and down now for 10 days, with no
> resolution or even replies from PlusNet. I'm not very impressed as I move
> to them from Eclipse to avoid such difficulties...
>
in fairness, you can't blame PusNet for BT problems. BT are currently
woefully behind on tech faults so expect some delay.

Eclipse have been fighting BT back and forth for three weeks now over a
problem with mine, so it isn't specific to Pusnet. It would be the same
with everyone else, BT are delaying fault work across the board.

FR

In article <431dda48$0$17469$(E-Mail Removed)>,
(E-Mail Removed) says...


> significant degree where support is concerned.

He said, going on to complain solely about *BT*, thereafter highlighting
Plusnet have actually done their bit to help thus far...

How many ISP's do you have experience of on a *day to day* basis?

I generally have 3 to 4 variations, from BT Yahoo, to OneTel, to
Plusnet, to Wanadoo, ad infinitum.

None of them differ significantly enough from the others to stand out
from the crowd. You don't pay them enough to warrant it anyway.

Where there are 'faults', they are invariably down to the customer
(filters knackered or in wrong place) or a BT line fault.

/*rarely*/ are the faults to do with the ISP directly.

> I am a new plusnet customer and have had nothing but poor connections

That's entirely Plusnet fault is it? No-one else, not even BT?

> B.T man visited and said the line was O.K but he was only here for ten
> minutes. it may have been O.K then .

Lots of if, buts and maybes.

If was OK then, how long do you expect him to stay? Overnight?

> I can only presume the fault is plusnets

Why? Why make such a presumption when you know BT supply the ADSL, the
line, and the support to the ISP?

> if not why are they reluctant to call on B.T

Because it is wasting everyone's time if you don't do as asked to ensure
the fault doesn't lie with your equipment, or in your premises.

I fixed someone's ADSL connection today .... they swore blind that they
hadn't done anything to change anything, and they hadn't.

One faulty filter replaced, one working ADSL connection and POTS to
boot. And no, I don't work for BT either.

Flying Rat wrote:
> In article <1gujvj481r77i$.(E-Mail Removed)>, Tekguru (Daron Brewood)
> says...
>> Well my 2Mb ADSL connection has been up and down now for 10 days,
>> with no resolution or even replies from PlusNet. I'm not very
>> impressed as I move to them from Eclipse to avoid such
>> difficulties...
>>
> in fairness, you can't blame PusNet for BT problems. BT are currently
> woefully behind on tech faults so expect some delay.
>
> Eclipse have been fighting BT back and forth for three weeks now over
> a problem with mine, so it isn't specific to Pusnet. It would be the
> same with everyone else, BT are delaying fault work across the board.
>

BT has a problem in that in certain parts of the country there is a
shortage of ADSL engineers, but on the other hand when ISP's try all
sorts of tricks to get their work input onto a day's jobsheet (including
putting AM installs/faults in the queue in the afternoon of the day in
question) after the work for all the day has been allocated no wonder
people get missed. Of course I'm forgetting the faults where the
customers tell the ISP's not to visit between certain hours, or even on
certain days & the ISPs don't pass the info on, yet more wasted time.

Yes BT do get it wrong sometimes but it's not all BT's fault, the ISPs
have a hand in the cock ups as well (for instance raising a fault giving
a telephone number & the name of a fifty storey, multiple office
building & then wonder why we can't find it. Yes you can find the
building but the telephone number isn't being answered & you have no
name or firms name & you have no way of doing a reverse look up to find
the owner of the line, which may not be the firm you are looking for
anyway).

As I mentioned in another thread, only today I was approached by someone
who had been waiting 3 months for a visit & we hadn't visited because
the ISP hadn't asked us to (the record is 14 months, funnily enough with
the same ISP)...

In article <431dedc4$0$97119$(E-Mail Removed)>,
(E-Mail Removed)amming says...


> Yes BT do get it wrong sometimes but it's not all BT's fault, the ISPs
> have a hand in the cock ups as well ....

Do BT still run the antiquated fault logging process they did 4 years
ago when I worked for a sub contractor to them?

I can't remember the name of it, but it was a pig.

BT's call management system shouldn't allow ISP's to enter incorrect
data. Ours didn't when I headed up a European Helpdesk operation. Enter
a postcode that didn't match what was in that codes number range, and
the system threw it back at you. It cost a fortune to implement, but it
saved a mint in running costs. And damn, I can't remember that name
either.... Remedy?

"ComPCs" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed) t...
> In article <1gujvj481r77i$.(E-Mail Removed)>, (E-Mail Removed)
> says...
>
> [...]
>
>> Well my 2Mb ADSL connection has been up and down now for 10 days
>
> And that is Plusnet's fault?
>
> Plusnet have passed it to BT - you didn't wait 72 hours before your next
> response - Plusnet are not going to answer every ticket entry because
> you need another 'wipe'. They too are at the mercy of BT.
>
> I have every confidence the problem would take just as long for Eclipse
> (or A N Other isp) to sort out as it will Plusnet.
>
> FWIW, I am a customer of Plusnet, *not* a fanboy. I also support
> customers of Eclipse, OneTel, Wanadoo and BtYahoo! to name a few, and
> none of those ISP's have ever really out performed the other to any
> significant degree where support is concerned.

I've been with Plusnet for 3 months now and the only problem was a slow
connection for less than 12hrs - WHICH turned out to be BT (as I suspected).

when you think of what the ISP provides and how they interact with BT, it is
usually one of the following problems when any ISP customer has a problem
with their connection;

Line or cable problem
Or something wrong with the customers hardware
customer has been 'playing'

I know several people and the main problem is they try to share their
connection with a USB modem and Windows ICS (Internet connection sharing) -
OK it works, but on only sometimes and is temperamental.

I always suggest buy a router/switch hey presto no more problems

Clive

"ComPCs" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed) t...
> In article <1gujvj481r77i$.(E-Mail Removed)>, (E-Mail Removed)
> says...
>
> [...]
>
>> Well my 2Mb ADSL connection has been up and down now for 10 days
>
> And that is Plusnet's fault?
>
> Plusnet have passed it to BT - you didn't wait 72 hours before your next
> response - Plusnet are not going to answer every ticket entry because
> you need another 'wipe'. They too are at the mercy of BT.
>
> I have every confidence the problem would take just as long for Eclipse
> (or A N Other isp) to sort out as it will Plusnet.
>
> FWIW, I am a customer of Plusnet, *not* a fanboy. I also support
> customers of Eclipse, OneTel, Wanadoo and BtYahoo! to name a few, and
> none of those ISP's have ever really out performed the other to any
> significant degree where support is concerned.

That's a matter of opinion:

http://tinyurl.com/cfjby

--
Derek