BT Jumpering Issue: 6 days without progress?

Hi Folks,

Matt was looking into this one for me.

I have an open issue which first manifested as what appeared to be a "stuck" profile, back on 3rd Jan.

Somebody at PN unstuck it for me, which seemed to do the trick, but during my attempts to get it resolved, some other peculiar things became apparent, such as my BRAS profile went higher than I have ever been able to Sync at, Plusnet could allegedly "see" me connected at a much higher speed than my line has ever been capable of, and I could not log in to the BT speedtest.

After reluctantly agreeing to trial a test router, supplied by PN, guess what? All of these symptoms were still there with the different router.

Matt was able to show to his own satisfaction that there is a definite cross-jumpering issue, as the logon identity associated with my line on the radius test isn't even me (nor is it a Plusnet logon at all, nor is it my phone number)!

So, this was escalated to BT Thursday or Friday of last week.

Since then, PN have been assiduous in checking whether or not I intend to keep the test router (In a word, No!) but I have received no information on the progress of the actual fault itself.

Happily, it is causing me few practical problems at the moment, as I seem to have a stable connection at a good speed (dunno how). But I don't want things just left like this, as it is bound to cause problems at some point, if only next time I have speed issues. I CAN'T comply with PN required diagnostics, given that BT speedtest will not recognize me.

Is there any news please? Is anyone even looking at this?

Have a look at this thread on the Plusnet Community forum, particulary replies 27 and 28. May be of some help.

In reply to a post by dieselglider:

Have a look at this thread on the Plusnet Community forum, particulary replies 27 and 28. May be of some help.

Thanks. Close, but no cigar. The suggested workaround didn't work for me either.

PN have admitted there is an issue that needs referring to BT, and I can see as much myself from test results they've shared with me (apparently, my line is incorrectly associated with a completely different username and service - i.e. not me, and not PN) So it's not surprising I'm seeing some problems. The wonder is that it's not much worse! I don't really understand how I still have a sustainable connection, and wonder how the other bod is getting on.

But presumably, it still needs sorting out. The issue at the moment is the fault lying on the queue with no visible progress. The last I heard it was supposed to be escalated to BT, but I have heard nothing about what they said.

I did check in case they had fixed it but not told anyone, but I still can't log into the speedtest.

Migrate to an LLU provider. That will fix it.

What if it was the other person who got migrated?

Free broadband...

what if they dont even know they have this "free broadband" lol

unlucky but lucky all at same time hehe

Edited by deleted (Wed 20-Jan-10 22:46:42)

They do know they have it, because it shows when they logged on, and for how long. So it's not an inactive account.

It's just occurred to me I have their phone number, so I could ring it and ask if they've noticed anything...odd...about their broadband recently.

I can only assume they are having few problems, otherwise they'd be kicking up a fuss with their provider, presumably, and it would have got fixed by now.

How the hell is the radius server authenticating them in the first place?

Ian

In reply to a post by mrblobby:

How the hell is the radius server authenticating them in the first place?

Ian

Hehe, I am not the right person to ask, I'm afraid.

I don't really understand the whole thing. I only know I thought from the start there was something peculiar going on, and even wrote that on the ticket. I'm now sure I wasn't wrong, but don't really understand exactly what has happened, or how it is that I have managed to stay connected at all!

As my connection seems, if anything, faster and more solid this way, I'm wondering if it would be better to resolve the anomaly by switching permanently to the other provider.

...but only to apologise that there isn't any more news, and for Matt to say he's going to ring BT.

I didn't seem to get any e-mail notifications that someone had added to the ticket this time, hence I was unaware of these comments, until I visited the Member Centre on a hunch.

Does it only notify me if the ticket has been returned to me for action, or should it automatically notify me of any change?

It should notify you when a update is added to the ticket, there is an option to 'email customer' with each response, this will let you know that we've updated it.

In reply to a post by chrisparr:

It should notify you when a update is added to the ticket, there is an option to 'email customer' with each response, this will let you know that we've updated it.

Thanks Chris, OK, I will check how I have it set.

I usually do get them though, I think. A bit puzzled why I haven't this time.

T.

Ah, it doesn't look as though Matt has copied you in to the latest ticket update on the account. I'll ask him to update you shortly.

In reply to a post by chrisparr:

Ah, it doesn't look as though Matt has copied you in to the latest ticket update on the account. I'll ask him to update you shortly.

Well, it's OK as I accessed it on the Member Centre anyway, but I didn't get any notification to my inbox, no.

Hi TLM, sorry for the delay in getting back and thanks for your time on the phone.

An exchange engineer has been tasked to investigate the jumpering and the RAS mapping, and should also test and demonstrate when the work has been done.

I'll let you know as soon as we get anything back following that.

No probs Matt.

I had meant to tell the good folks here you'd been in touch, honest.

I thought for a minute you were going to report you had yielded to temptation, and phoned the "other" number.

I don't see why you shouldn't ring the other number. If they take offence it's BT's fault for giving the number to you and it might put more pressure on BT.

Er...it wasn't actually BT (well, not directly, anyway).

I doubt they'd be offended anyway, to be honest - I mean I wouldn't call and be rude or anything, and I wouldn't go into detail of how I obtained their number. I'd just say something along the lines of: "It appears there's been a bit of a mix-up at the exchange, between our two numbers, and I was wondering if you'd been experiencing any problems recently?" I don't think many people would react badly to that.

Anyway, it is supposed to be getting fixed today, all being well. BT are sending out an exchange engineer to check jumpering and circuit-mapping.