For any plusnet rep

Hi,
I seem to be having a problem logging a ticket on the website. Every time go through the broadband fault checker it asks for contact details and goes straight to a page saying the ticket has been logged - but I can't find any open tickets. So, as I can't find a way to give any detail for the call I thought I'd provide it here.

The account ID is thompsob and it is my parents internet connection.

They have had line problems for a couple of weeks. Last weekend it bricked the router and I had to replace it with another one (firmware bricked and couldn't be reloaded). Yesterday noticed they had a lot of audible noise on the line, got BT out and they fixed it. No noise now, quiet as a mouse.

However, latency has gone through the roof. The connection seems from what I can tell to be unstable (most nights it disconnects despite it now having a 15dB target noise margin). Connection at the moment is 4Mb but IP profile is 135Kb and the plusnet profile is 256Kb.

BT Speedtest result is :
Download speedachieved during the test was - 84 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :4032 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

I also have TBB quality monitor on the line which can be seen via this link

As you can see a lot of dropped packets, high latency and not a good experience. The last half hour of that graph is plugged into the test socket.

Online gaming is impossible. Browsing is slow and hit and miss. Obviously streaming is out of the question. Could someone please have a look at this?

Thanks,
Ian.

Quick update on this. I have been running routerstats and the router connection seems to be very stable at 3.8Mb with a noise margin between 13 and 15dB.

But, the profile hasn't changed since Friday. BT profile is 135Kb and the plusnet profile is .25 MB. I still can't tell if a ticket is open with plusnet despite going through the motions on the website. I think the poor ping responses on the TBB monitor are due to the line speed being so low that if anything is happening on the line there is no bandwidth left to respond to the pings.

If someone could have a quick look at this today I would be most grateful.

I've highlighted your request on the PN Community forum.

Many thanks.

Hope it works

Hi Ian72,

I've just checked the line and it's been stable for over 24 hours now, and the BT profile has gone up to 3000. I've set ours to match so your parents should see a speed increase very soon.

If that doesn't happen or the line becomes unstable again please let me know, though I suspect it should all be good from here on.

Please let us know if that's not the case.

Excellent, thanks Matt. Hopefully they will be happier now.

Silly question but how do I log a simple ticket on the plusnet site? It used to be so easy but now you seem to have to go through a hundred different pages of questions.

My parents line had a funny connection event last Friday and even though the BT IP Profile has been at 3500Kbps since Sunday the Plusnet one is still 350Kbps (virtually unusable). All I want to do is log a quick ticket to ask for the plusnet limit to be released so that they can get their broadband back but all I seem to be able to do is log a full blown fault that then wants to do checks (and when I've done it in the past has not resulted in a call being logged).

Is there an easy way to do this?

I believe if you log in at http://contactus.plus.net (with your parents' details) and click any of the options given there there'll be a box on the right that says something like 'I want to raise a ticket to the support team' - if you click on that you should be able to do so without having to follow through a load of links.

Hope that helps,

Thanks Matt. Wasn't quite how you said but I did find a way to do it in there - not as obvious as I think it could be.

Are you able to confirm how long it should take the plusnet profile to increase if it has dropped to 350Kbps and the BT profile has reset to 3500Kbps? It is over 48 hours now and it hasn't nudged at all (although hopefully now I've raised the call it may get sorted soon).

If they are on 21CN it could sometimes be a long time as there appears to be a problem with the BT systems http://community.plus.net/forum/index.php/topic,1015...

Edited by deleted (Tue 31-Jan-12 15:03:52)

It depends on whether or not the BT profile changes, as our automated system waits for that to happen then updates accordingly. If it's not updating then it needs manually nudging by one of our staff, so now you've put a ticket in that should be happening shortly. If you've not heard anything later on today please drop me a PM with the ticket number and I'll sort it (and have a word with the support centre at the same time).

21CN? They haven't reached 20th century where they are yet

Slightly more seriously their exchange hasn't been upgraded since original ADSL went in and currently there are no published plans to upgrade it.

Thanks Matt. I'm sure the guys will get it sorted soon. If not, I'll get in touch.

EDIT : Scratch that. It's already been done, just logged in and seen the update. Thanks.

Edited by ian72 (Tue 31-Jan-12 15:48:06)

In reply to a post by ian72:

Silly question but how do I log a simple ticket on the plusnet site? It used to be so easy but now you seem to have to go through a hundred different pages of questions.

I quite agree - it used to be so simple to "raise a ticket". Now it is a veritable nightmare trying to find the right question to click on - it is so easy to actually go round in a complete circle!!

I know that they're trying to help, by providing pages of answers, but if they could only add one other simple option to the first page, namely: "None Of The Above", life would be a lot easier.

It's all part of a cunning plan

I ended up just clicking on "Other" and it took me straight to the screen to raise a ticket. I guess that isn't the way plusnet would want it used though but it did work

Now it looks like I just have to spend another day rewiring my parents phone cabling to try and get rid of the problems that still seem to be occurring.

Does anyone else hate phone wiring? It would be OK if they didn't have 2 sky boxes requiring wires running halfway around the house. Still, ADSLNation filter in its way to hopefully solve some issues and will replace the phone extension with some Cat5 to see if that helps. My weekends are so exciting.

In reply to a post by ian72:

I ended up just clicking on "Other" and it took me straight to the screen to raise a ticket. I guess that isn't the way plusnet would want it used though but it did work

Ah yes, I found that !! If you click on "(more)", you'll then find the "other" option. Thanks Ian.

What bugs me is when you get into a sequence of links, trying to find your way back to start a new sequence is virtually impossible.
I came across a page once which gave me my "current line speed" (or should I say Plusnet's version of it) - no connection whatsoever with the actual line speed, but I think it is what is described as the PN's line profile. Can I find that page again? - no chance. Even using Plusnet's "search engine", I can't find it !!

Anyway, good luck with the wiring.

In reply to a post by Wagstaff:

I came across a page once which gave me my "current line speed" (or should I say Plusnet's version of it) - no connection whatsoever with the actual line speed, but I think it is what is described as the PN's line profile. Can I find that page again? - no chance. Even using Plusnet's "search engine", I can't find it !!

https://portal.plus.net/my.html?action=data_transfer...

"Just ask".

Edited by RobertoS (Wed 01-Feb-12 23:12:56)

Or, click on "Connection Settings" in the left hand menu and then select "High-Speed Broadband" option.

That shows 13.9Mb for my connection, while my Billion and Routerstats show a 16.059 connection. Can only be PN!

In reply to a post by m0aur:

That shows 13.9Mb for my connection, while my Billion and Routerstats show a 16.059 connection. Can only be PN!

What's your BT IP profile? If you're synced at 16059k, your IP profile should be 14164k, which is not a million miles away from Plusnet's 13.9Mb. In fact I'm not convinced that Plusnet don't use "binary" megabytes, in which case it's pretty much identical. Either way, I don't see the problem.

In reply to a post by ian72:

Or, click on "Connection Settings" in the left hand menu and then select "High-Speed Broadband" option.

Thanks Ian. Happy Groundhog Day

I get 7.15Mb for 'current line speed', which is the line profile. Synced lines at 8128 get 7.15 profile. 6.6 Meg speeds.

My Profile is 14168 and I am not disputing that. PN refer to line speed, which is the maximum possible service speed my line can support. Nothing to do with throughput or traffic speed, though they are all up the shoot after the disconnections I have had this week.
http://img21.imageshack.us/img21/5378/disconnections...

In reply to a post by m0aur:

My Profile is 14168 and I am not disputing that. PN refer to line speed, which is the maximum possible service speed my line can support. Nothing to do with throughput or traffic speed, though they are all up the shoot after the disconnections I have had this week.
http://img21.imageshack.us/img21/5378/disconnections...

Well I still don't know what your problem is. Plusnet sets the line speed from the IP profile. Sometimes this process doesn't quite seem to work, but yours is about right.