Any plusnet reps about?

I have a ticket logged - ticket 30739666

The ticket clearly states that a line problem was fixed over 10 days ago but that the target SNR is not dropping from the current high 15dB. The ticket requests the target SNR to be changed to 9dB as the fluctuation of SNR is around 4-5dB over a 24 hour period.

The support response was warning me that if they send an engineer out then I might be charged if there is no fault found. Of course there will be no fault found - the fault has been fixed but the target SNR has got stuck.

I have responded to the ticket with this but would appreciate if someone can ensure it is actually read and responded to properly - I can't understand how the agent could have possibly thought there was a fault that needed a BT engineer.

Yours, very frustrated...

Your not the only one frustrated LINKY.

In reply to a post by oleo:

Your not the only one frustrated LINKY.

Maybe plusnet is returning to the old days of "customer services" and without James on these boards perhaps it will be even worse.

All they had to do with my call was actually read the ticket -they did respond (although it took quite a while) but with a ridiculous answer that took no account of the actual issue.

Hi Ian72,

Sorry about that, I've passed the ticket on and we should get an SNR change later on today for you. I'll also have a word regarding the previous response too.

Many thanks Matt. Look forward to the change - now just hoping these winds die down so that the line doesn't get knocked out again...

Me too... Question | ID: 30567017 Here.

I have received the same SFI threat. It was not well received!

Not unexpectedly, BT Wholesale have ran comprehensive tests and found no fault (NFF).
However, they completely failed to notice the TARGET NEGOTIATED SNR of 15dB. Perhaps 15dB is the new default...

Bizarrely, another (my) line on the premises currently has O2 LLU Annex M with a TARGET NEGOTIATED SNR of 3dB. The last time I reviewed the logs, the line had resync'd on 8 occasions in 88 days. Nobody noticed...

Unlike BT Wholesale, O2 did not attempt to 'fix' a non-existent problem. The TARGET NEGOTIATED SNR did not increase (desired and expected result)! The sync rates are more or less the same as they were in January 2009. That's exactly how an ADSL service should be supplied.

End-User experience = TOTAL HAPPINESS WITH O2 LLU

Seems I offered thanks too soon. Still no response to the ticket or change of target SNR

Hi Ian,

I've requested this now from BT, should get an email back later on this morning. Sorry it didn't happen, I'm looking into that now for you.

Hi Ian,

I've had an email back saying this has now been done, it's reset to 6db and should take effect within the next couple of hours.

OK thanks. Look forward to getting speeds back up to their old levels.