Repeated problems with BT line

Hi

Is there anyone from PlusNet who can help / advise?

I am a happy Plusnet user and have been for years. It is my sister-in-law who has the problem. She has also used PlusNet for years but has recently had repeated problems with her broadband connection. She has raised several tickets (about 6?) over the last few months, each one relating to outage lasting several days if not weeks. The general verdict seems to be that there is a recurring problem that BT need to solve. The most recent ticket number is 31325507.

My questions:
What should now be happening? It seems to me that the root cause of the problem has not been found. How can the right pressure be applied onto BT (assuming they really are the source of the problem) to get something to happen?

What recourse does my sister-in-law have? She is seriously considering moving to a cable provider (Virgin) . I would have thought she might also be eligible for compensation. But fundamentally she wants and needs her broadband working. She lives in Solihull, so there shouldn't be any issues of distance from exchange.

Thanks for any help

It is not uncommon for people in towns to be a long way from the exchange as the cables often go a very indirect route.

If you post to the Broadband Speed board on the Plusnet Community forums addressing the questions below there's a number of people there who will offer good advice.

What are her router stats (sync, noise margin and attenuation)? Do these vary much?

What does the BT speed test say?

What does the PN portal say for the current line speed?

Does she leave the router on all the time? If so does the WAN uptime match the time it's been on or is it suffering loss of sync?

Has she checked if there is any noise when using the phone? (Try the quiet line test - dial 17070 and take option 2)

Is the router in the master socket? Does she have other telephone sockets? Does using the test socket inside the master improve things.