That's the Plusnet "Line Rate" I asked him to look at, and may be the problem. We need to see the line stats and BT version of it, as that could be wrong anyway

(See the Plusnet page in my ISP tips section , and also it is mentioned on my old IP Profile page).

OP said: "Basically although I knew it was going to switch sometime in a 5 week period, it did so without specific notification and I didn't have time to change the old Belkin router. I went through a couple of days of very frequent disconnections (sometimes every few minutes) before popping in a Netgear DG834Gv5. Consequently the IP and sync dropped to levels below what I had before."

So you are definitely correct with regards to the OP checking the PN "Line Rate" etc. etc. but never-the-less PN have not been very helpful this issue...

In reply to a post by 4M2:

... but never-the-less PN have not been very helpful this issue...

Did I say otherwise? I thought all my posts to him have been to try to get the info we need to kick their backsides? My recent posts to you have been to answer your queries and apparent doubts about what I've said to him.

Your posts, links to your site and other links have been very helpful and extremely informative and not for one moment did I doubt your words. Hopefully they will be of benefit both to the OP and others reading this thread. Certainly they have been enlightening with regard to IP Profiles and other DSL technical issues as far as I am concerned

Would just like to say thanks for all the reference material noted here. Most interesting. FYI, I haven't posted elsewhere about this. The aim of the post was simply to see what people's experience of customer service was, but the technical bits were most interesting. Thank you!

BTW: Historically there has never been issue with the connection at my end. The issue with the line at the moment is the noise margin now being too high as a result of the multiple disconnections experienced due to equipment issues (see here) and I am just trying to ascertain from PN whether it needs a forced reset or whether it would readjust of its own accord. Apart from a couple of reboots myself over the last two days (accidentally whilst doing other stuff on the network) it has been absolutely rock solid with no unexpected disconnections whatsoever.

As I say, thanks for the info. I won't take up any more of people's time here at the moment, but if I get no further with this I'll be back with all the stats in a dedicated thread! There are still clearly a plethora of knowledgeable folk in this community, which is fantastic! Sincerely, many thanks!

Ummmm.

If that's the first 10 days on ADSL2+ there will be two issues.

First, you infer that the sync-time noise margin has been raised. Probably to 15db? Given a stable line from now on, in most cases that will be lowered automatically by 3dB at 10-14 day intervals. Each drop yielding 750-1200kbps on most lines. If no drop occurs 14 days after stability started then manual intervention is needed by Plusnet.

Second - that is not the best course of action if it occurred in the first 10 days. The main purpose of the 10 day period is to set the MSR and FTR. There is a myth, reinforced by BT Wholesale and nearly all support staff, that "line training" is occurring during the ten days. This is twaddle, but the support staff are screwed by their training and management.

Have a read of this page.

If your line is now stable, you need a rerun of the initial 10 days. Otherwise whatever happens to the noise margin and speeds discussed first here, if and when you get low speeds again in the future due to an external fault, no-one will listen, as you will probably still be above the far too low FTR.

A rerun sets it all to defaults, so giving you an immediate return to normal.

Though one could be much more certain of the above if you could be bothered to give the figures you have ben asked for. What's the problem with that? You like pain?

In reply to a post by TechGuyUK:

Their is often a tndancy for support to not read tickets fully and to reply with very much off-page or template responses, particularly where the issue is a little more complex than basic service issues.

I think this just about sums things up.

Get the right person and they can be very helpful, but unfortunately this can take several attempts.

if you could be bothered to give the figures you have ben asked for. What's the problem with that?

Sorry, but the thread wasn't set up for this. Appreciate the offer though.

Hi there,

I'm just letting you know that I've actioned and replied to your support ticket.

I'm sorry that you've not had a response since raising this and would urge you to let me know via here or your post on our community forum if you need any further support relating to this matter.

Thank you so much for taking the time to respond. I stress again, this thread was just regarding the response times from CS, not an attempt to fix the problem (but thanks again to those who have offered support). I will keep the tech stuff my post on the community site. Sorry for having to raise it in this way but the support I'm receiving now restores my faith in PN somewhat!