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Standard User shalom2005
(committed) Sat 01-Jun-13 14:42:31
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Frustrated by another fault


[link to this post]
 
Yesterday my line went dead for an hour. My fibre (and line) was working after this but at a reduced speed (DLM), however, an hour later my fibre disconnected. The OR modem is not synching, just flashing, so I have no connection. I've rung up PN who said I need to wait 72 hours.

Incidentally I spoke to the guy working at the cabinet who said that they are moving lines over from one cabinet to a new one. I know they cannot access the fibre cabinet, but wonder if they inadvertently affected my fibre connection?

(I'm now sharing my brothers 5 meg connection via wi-fi smile

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...
Standard User MHC
(sensei) Sat 01-Jun-13 14:56:12
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
72 hours! tell them to get their act together and sort it today, or at least start the resolution.

You might also wish to inform them that if they do not get it sorted you will take action to delay your payments to them by 72 hours every month. If they believe a 72 hour wait is acceptable then they will not mind waiting for their money.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User shalom2005
(committed) Sat 01-Jun-13 15:05:50
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Re: Frustrated by another fault


[re: MHC] [link to this post]
 
Perhaps I should have been more clear. PN have said it could take up to 72 hours - they have raised it as a fault - but, if an engineer needs to be arranged, an appointment won't be raised till Monday or Tuesday. I bet an engineer will be needed. I'll have to wait till the end of next week. So, one week without fibre

The next action on your Contact Us Ticket is due on Monday 3rd June at 5:00pm. This ticket will remain open with the BOT - FTTC Logged Faults - Interm until this time.

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...


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Standard User partial
(member) Sat 01-Jun-13 22:09:09
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
FTTC circuits don't like tees. Copper cabinet deload, reloads where they have fitted a new cabinet shell involve teeing in all circuits.
Standard User kasg
(fountain of knowledge) Sat 01-Jun-13 22:31:19
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
That's subtly different from what you said in your OP and perfectly normal for faults that need to be referred to Openreach, nothing PN can do about it.

Kevin

plusnet Unlimited Fibre - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User shalom2005
(committed) Sun 02-Jun-13 07:58:12
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Re: Frustrated by another fault


[re: kasg] [link to this post]
 
I know that's why I posted again - I guess annoyance got the better of me!

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...
Standard User shalom2005
(committed) Mon 03-Jun-13 09:36:38
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
Well pleased to say the modem has now finally stopped trying to synch and has now done so smile

Alas however, interleaving has kicked in and my speed has dropped from 60-43 & ping 15ms to 40ms.

Like a few months ago, after two to three days my speed & ping picked up. Just a case of waiting. Ho hum.....DLM I hate it!

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...
Standard User shalom2005
(committed) Tue 04-Jun-13 18:59:27
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
Further to my note above - Plusnet are now requesting "To progress your fault, we need to arrange a engineer visit."!

I know they are trying to help, but as my modem is now syncing and I'm just waiting for the DLM to return my speed to the normal 60 Mbps, is an engineer visit going to help at all??

Please give me your opinion.

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...
Administrator MrSaffron
(staff) Tue 04-Jun-13 19:01:22
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Re: Frustrated by another fault


[re: shalom2005] [link to this post]
 
If you are trying to speed up the DLM process then yes the flowchart probably says engineer to attend and then a reset of DLM may take place

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User shalom2005
(committed) Tue 04-Jun-13 19:11:10
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Re: Frustrated by another fault


[re: MrSaffron] [link to this post]
 
No I'm not trying to speed up DLM. Please see the start of my thread!

When I originally contacted Plusnet I had no Fibre connection at all. The modem just kept on trying to connect. However since then it has reconnected after a few days but at a lower speed. The last time this happened, it only took four days to increase. An OR guy did call the last time (in April), but said he could not 'easily' reset the profile (after two days). So, is there any point requesting another visit?

I have said on the ticket, that if my speed fails to increase to it's normal level within a few days I'll request a visit. Does this seem reasonable?

Best Regards

Steven, Chigwell, Essex
plusnet
http://www.thinkbroadband.com/speedtest/button/13634...
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