No connection with Plusnet for Eight weeks

I have had no connection for 8 weeks on this coming tuesday, they ceased my line and i beleive i am now LLU; Plusnet have been saying that the issue related to problems with my exchange at Crayford 01322.

I received a response from Plusnet saying the issue was now resolved but unfortunately it is no different and i advised them to which they responded we are going to have to retest etc and it will be up to 5 days until we can get back to you, they havent asked for any info from my modem which is a SAMR 4110 (which was working fine until they ceased me), i have tried my old Binatone ADSL 500 no luck there either can anyone give me some technical help to ensure my set ups look ok below is the basic details from my modem diagnostics, i am happy to supply more but a not a techy

Showtime Firmware Version: 3.46
Line State: SHOWTIME
Modulation: G.dmt
Annex Mode: ANNEX_A
Startup Attempts: 2
Max Tx Power: -38 dBm/Hz
CO Vendor: ALCATEL_NETWORK
Elaspsed Time: 0 days 16 hours 14 minutes 24 seconds

Downstream Upstream
SNR Margin 35.6 31.0 dB
Line Attenuation 24.3 16.0 dB
Errored Seconds 14 3
Loss of Signal 1 1
Loss of Frame 0 0
CRC Errors 7 0
Data Rate 2272 288 kbps
Latency FAST FAST

Checking LAN Connection
Testing Ethernet LAN connection PASS
Checking ADSL Connection
Testing ADSL Synchronization PASS
Checking Circuit 0 for Network Connection
Test ATM OAM Segment Loop Back FAIL
Test ATM OAM End-to-End Loop Back FAIL
Test Ethernet connect to ATM PASS
Test PPPoPvc 0 PPPOE connection UNKNOWN
Test PPPoPvc 0 PPP layer connection FAIL
Test PPPoPvc 0 IP connect to PPP SKIPPED
Testing Internet Connection
Ping primary DNS SKIPPED

If any more info is required please let me know

Thanks

Downstream Upstream
SNR Margin 35.6 31.0 dB
Line Attenuation 24.3 16.0 dB
Errored Seconds 14 3
Loss of Signal 1 1
Loss of Frame 0 0
CRC Errors 7 0
Data Rate 2272 288 kbps
Latency FAST FAST


looks like a 2M fixed speed BT service, good stats really.

Have you got PPPoA and 0,38 for the VP & VC settings as its the ATM level that is broken, not the ADSL signal.

Thanks for the reply

Its strange i am told i am LLU not BT!!! or am i missing something?

PPP
#
1

Connection Name
PPPoPvc 0

Interface
Pvc 0

Mode
PPPoA

Status
Not Connected

Pkts Sent Pkts Rcvd Bytes Sent Bytes Rcvd
N/A N/A N/A N/A

ATM
VPI 0
VCI 38
Service Category UBR
Peak Cell Rate 0 kbps
Sustainable Cell Rate 0 kbps
Max Burst Size 0

Is this the info you are refering to?

These are the menu options in the Modems settings

Status

Home
PPP
ADSL


Configuration

WAN
LAN
PPP
NAT
Virtual Server
Bridge Filtering
DNS
User Level Username/Password
Save Settings / Reboot


Admin Privilege

WAN Status
ATM Status
ADSL Configuration
Route Table
Learned MAC Table
RIP Configuration
Misc Configuration
TCP Status
Admin Level Username/Password
Reset to Factory Default
Diagnostic Test
System Log
Firewall

In reply to:

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Its strange i am told i am LLU not BT!!! or am i missing something?

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Somebody is. The line stats are those of a BT 2M circuit. Plusnet's Tiscali LLU is a faster rate adaptive service.
Looks to me like you are connected to BT hardware and configured on LLU hardware

Try the bt_test@startup_domain or speedtest logins.

Thanks

I have just spoke to Plusnet and as usual it was a waste of time, he assumes they would have already checked that and he will pass my comments to the faults team so roll on ten weeks while i still wait for a service or a Mac whichever the sooner

In reply to:

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I have just spoke to Plusnet and as usual it was a waste of time, he assumes they would have already checked that and he will pass my comments to the faults team so roll on ten weeks while i still wait for a service or a Mac whichever the sooner

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If it has been 8 weeks, it is time to decide on another ISP, then write to Plusnet, recorded delivery and demand connection within 14 days, or the contract is over.

you should ask them to look up your circuit on BT's Woosh suite, they can only do this if it "belongs" to them and is IPStream or Datastream. If they can see your line stats (for example) then you can't be on LLU and their story falls apart.

Plusnet telphone system is a joke according to the recorded messge you are waiting for a Technical person but when you get through you get nothing but a message taker who refuses to be drawn on anything technical and continues to say i will pass it on to our faults team, I have asked for a MAC but guess what Tiscalli are behind due to a backlog of problems so these are delayed.

I have made two complaints to ISPA and it is now being forwarded to CISAS but i have to wait for a reference number which Plusnet are required to give to me in 5 working days.

What a mess sums up what Plusnet have become

Yarwell how does this response look to you (spelling and grammar aside)


We are pleased to be able to inform you that a member of our Customer Support Centre has now escalated your Question [number 19813148 ] for further investigation/resolution.

The following comment was added to the Question
Dear Mr Hall,
We have contacted our suppliers on this matter and in both cases, it is confirmed that this is being supplied via our LLU supplier.

The tests your have quoted in you response also help suggest this. The Loopback tests that ahve failed are normal for a LLU service. On a BT bassed service, at least one and the majority, both will be PASS results.

The results do however provide a possible hint to the problem. They quote it as a "UNKOWN" result for PPPoE. This setting should not be used for the broadband service.

Unknown may suggest it is has not tried to use this, but the result above it quoting "Test Ethernet connect to ATM" may show part of the problem.

The following settings should be used to configure your broadband equipment in all cases.

Connection type: PPPoA
Modulation: VC (may be VCMUX or VC Bassed - Should never be set to LLC)
VCI: 0
VPI: 38

These have been required on the BT network prior to us using an alternate supplier. For compatability reasons they did however allow other settings, but on an unofficial basis.

The statements within the textyou ahve quoted are indeed guesswork. No work is involved on our side other than internal auditing to ensure you account reflects the correct supplier. Provided you are using the correct username and password, it will connected regardless of the supplier used (though that does assume the correct routing within the supplier network).

Our suppliers are continuing work on their side at this, which includes the process of performing a retermination of the line at the telephone exchange.

The supplier has indicated that the fault you are experainced should mostly be rectified by today, although they are aware of some of this possibly causing problems until Monday.

Regards,

<groan>

the PPPoE could have been an issue, 'tis true. But it isn't.

The evidence that you are connected to BT is more than enough to put someone away for murder :-

CO Vendor: ALCATEL_NETWORK - do Tiscali use Alcatel ?

Downstream Upstream
SNR Margin 35.6 31.0 dB
Line Attenuation 24.3 16.0 dB

is the Tiscali LLU service not rate adaptive with a target margin of 12 dB so why is the margin so high ?

Data Rate 2272 288 kbps

ooh look, IPStream 2000 speeds, bit of a coincidence, eh ?

Latency FAST FAST

isn't Tiscali LLU interleaved ?

If its on the sort of kit used for IPStream, if it has IPStream speeds, if it has a high margin of a fixed speed product, if its Fast Path, it IS IPStream ! (With apologies to ducks).

Try to get the prats to look you up on a Woosh test on BT and then when they see that you are in sync it may dawn upon them. Otherwise ask for an item by item explanation of the above.

I agree with Phil (yarwell). I'm also somewhat suspicious of the way in which they point the finger at it being (at least in part) at the PPPoE and then add:

In reply to:

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The supplier has indicated that the fault you are experainced should mostly be rectified by today, although they are aware of some of this possibly causing problems until Monday.

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Unless they think that you are running PPPoE on your router and they have somehow gazed into the future to see that you're going to change your router settings by today or Monday at the latest, this strongly suggests to me that they know exactly what the problem is and that they have indeed mucked things up somewhere. TBH I think the PPPoE is a stalling tactic and is designed to make you - the customer - fell like you've done something wrong, and avoid admitting to the fact that they've screwed up somewhere.

As phil says - get them to explain the items in detail one by one. I bet they won't.

Thanks guys i have sent your comments to them via my open ticket as a non techie i appreciate the help, it will be interesting to see the response if i indeed get one

Good luck! Be sure to let us know how you get on or what their response is.

Edited by deleted (Sun 10-Sep-06 01:07:50)

Those datails from your modem are recent aren't they?

If they are from before you were LLUd then they will be misleading the other contributors to this thread.

Suggest you read the rest of the thread and the OP's post carefully. The main issue is that the OP is being told by his ISP that he has been LLU'd, but his line stats say otherwise. So it's not that the OP might be misleading others but that he is being misled by his ISP (albeit not intentionally to give them the benefit of the doubt).

Meantime he has no working connection.

Yes they are recent, hence the suggestion i was wired to BT, I was LLU'd on the 11/7/06 when my service was lost, why would i post details from pre loss of connection to help me with my existing problem?, have to say im confused by your post.

Here are my details for now, still no connection and have asked Plusnet to cease me so that i can go to my new provider who cannot use LLU Mac's

Showtime Firmware Version: 3.46
Line State: SHOWTIME
Modulation: G.dmt
Annex Mode: ANNEX_A
Startup Attempts: 1
Max Tx Power: -38 dBm/Hz
CO Vendor: ALCATEL_NETWORK
Elaspsed Time: 5 days 22 hours 59 minutes 30 seconds

Downstream Upstream
SNR Margin 35.3 31.0 dB
Line Attenuation 24.3 16.0 dB
Errored Seconds 232 4
Loss of Signal 0 0
Loss of Frame 0 0
CRC Errors 256 4
Data Rate 2272 288 kbps
Latency FAST FAST

I did read the whole thread and saw nothing to say for certain when those stats were taken.

How about you just let OP reply and clarify the situation (which he has) just to make sure.

In reply to:

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I did read the whole thread and saw nothing to say for certain when those stats were taken.

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Oh, well your post didn't give that impression.

In reply to:

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How about you just let OP reply and clarify the situation (which he has) just to make sure.

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Well it was perfectly clear to myself and others who have already responded...perhaps though you are easily confused. But now that the OP has made it crystal clear for you, you could dispense with the attitude and offer some useful advice.