Getting a line re-assessed by BT after fault fixed

Hello (and welcome back to the Plusnet crew...)

A friend had problems over New Year with their ADSL due to high winds that eventually brought down the telephone line. Before their connection went completely, the snr values dropped and the sync rate fell through the floor. At about this time the BT broadband checker seems to have re-assessed their line and says it's only capable of 500K (before the speeds were ten times that).

Now that the line has been fixed, the snr and attenuation figures are healthy and stable, and indicate that speeds of up to 6Meg should be possible, however it is still only syncing at 500K (presumably because the BT database still thinks it's only cpable of 500K).

I've raised a ticket (21118877) to try to get something done about this but things have gone quiet. Can someone help get the line re-assessed to get the speeds back up again?

Thanks for any help/advice,

Simon.

Hi Simon,

I've tried running some tests on that line, but unfortunately they're fairly useless because they don't appear to have their equipment powered up.

If you could ask them to do so and leave it as such until further notice, I'll be happy to investigate.

At a guess if the attenuation is back to what you had before, the target noise margin may have been forced up during the flaky period.

This can sometimes reset on its own after 14 days of stability, but more often than not it requires the service provider to get BT Wholesale to reset stuff

I don't think that this is the case. It's looking potentially like BT have reverted this service back to a fixed rate product as part of their fault diagnosis. I've seen this happen a few times before.

Either way, I'll want the customer to be connected so that I can confirm.

Doh! They're away for a few days and appear to have turned it off. I'll get them to leave it on when they return next week and send you a PM.

Thanks,

Simon.

Feel free to reply to the thread here.

I hate PM's

Sounds exactly like what happened to me. My NN DslMax service "died" over Xmas (these things always seem to happen at the most awkward time!) .. I could hear a distinct hiss/noise on my telephone line, so I phoned BT/Retail (I still pay them for line rental) and insisted on a call-out. A BT/Openreach engineer arrived next day and found a "rusty joint" across the road, and after a quick repair, my DslMax connection was up and running again better than ever.

But next day I was dismayed to find that my connection was running at the old 2Mb fixed rate (2272/288). I then had an email from NN saying that BTw had complained about a "flapping" circuit, and had capped my connection! That was 30Dec.

After hearing my explanation, NN promptly asked BT to lift the cap ... it took a week for BTw to respond.

Clearly BTw and BTo just don't "talk" to one another.

sb248

Also sounds like NN didn't address the problem correctly.

I recently dealt with an issue which to be fair, took an awful lot of patience. The customer was clearly on a fixed rate service, but e.co - BT's ordering system showed him on a Max service.

To cut a long story short, after 2 hours in the phone, it transpired that there was an issue with the way that the circuit was built on the BT RAS and using that information, I raised a fault and it fixed fixed within a day.

Yay!

If only the rustics at NN were half as clever as you, James, I'm sure my little "problem" would have been sorted on New Year's day - if not before! However, NN are looking after me very well and I'm quite content.

A week on a fixed 2Mb connection did serve to remind me of its benefits ... no more "worrying" about dipping NMs or falling syncs, just a solid, reliable service ... a tad slow, maybe, but perfectly adequate for my purposes. I could very easily learn to live with it, in preference to the on-going nuisance of DslMax.

I hope the problem raised by the OP is fixed shortly.

... and welcome back, by the way.

sb248

*bump*

OK James, my friend has returned home and switched their router on so you should be able to run those tests now. Thanks, and sorry for the delay.

Simon.