Hi,

Really sorry to hear about the issues you've encountered here.

I'm picking this up with an experienced member of our phone faults team. I can see that you've spoken to us yesterday to arrange the engineer visit you mentioned, the intention of this visit is to allow us to then escalate the fault on to engineers who are able to access the local network and fix the known issue there.

We do totally appreciate that this may seem a touch convoluted but an immediate request from us for local network inspection will only be met with a request for an appointment so try to thing of this as a step in the right direction.

Whereas I'm sure you can see that we have supplier processes we need to follow I'm sorry if it's appeared that we're not leaning on them as appropriate, with that in mind I have a lot of experience in expediting issues like this so I will be reviewing this again shortly after the visit to make sure we're pushing this straight back and getting the local network issue nailed for you without further delay.

What is the packet loss level like for a long set of normal pings (say 10 minutes) to say www.thinkbroadband.com ?

In reply to a post by thatadamwalker:

Hi,

Really sorry to hear about the issues you've encountered here.

I'm picking this up with an experienced member of our phone faults team. I can see that you've spoken to us yesterday to arrange the engineer visit you mentioned, the intention of this visit is to allow us to then escalate the fault on to engineers who are able to access the local network and fix the known issue there.

We do totally appreciate that this may seem a touch convoluted but an immediate request from us for local network inspection will only be met with a request for an appointment so try to thing of this as a step in the right direction.

Whereas I'm sure you can see that we have supplier processes we need to follow I'm sorry if it's appeared that we're not leaning on them as appropriate, with that in mind I have a lot of experience in expediting issues like this so I will be reviewing this again shortly after the visit to make sure we're pushing this straight back and getting the local network issue nailed for you without further delay.

Thank you Adam.

In reply to a post by MrSaffron:

What is the packet loss level like for a long set of normal pings (say 10 minutes) to say www.thinkbroadband.com ?

I'm running an MTR now. I'll post the results once completed.

PL has significantly improved:

http://img.deehem.co.uk/dm20130703141208.png

Additionally an iperf test shows very little issue with upload, but uploading via conventional methods just doesn't want to work.

[ ID] Interval Transfer Bandwidth
[ 3] 0.0-10.0 sec 7.50 MBytes 6.29 Mbits/sec
[ 3] 10.0-20.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 20.0-30.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 30.0-40.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 40.0-50.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 50.0-60.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 60.0-70.0 sec 7.50 MBytes 6.29 Mbits/sec
[ 3] 70.0-80.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 80.0-90.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 90.0-100.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 100.0-110.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 110.0-120.0 sec 7.50 MBytes 6.29 Mbits/sec
[ 3] 120.0-130.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 130.0-140.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 140.0-150.0 sec 7.50 MBytes 6.29 Mbits/sec
[ 3] 150.0-160.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 160.0-170.0 sec 5.00 MBytes 4.19 Mbits/sec
[ 3] 170.0-180.0 sec 5.00 MBytes 4.19 Mbits/sec

Edited by deleted (Wed 03-Jul-13 14:19:36)

Bah! Just realised that an engineer isn't due to visit until Tuesday 9th July instead. Completely misread the date.

Looks like another week of this...

Edit: BT wholesale speedtest shows http://img.deehem.co.uk/20130703175154.png

Edited by deleted (Wed 03-Jul-13 17:53:34)

its a lottery.

my experience of engineers is they tend to show up stating they have no details of the fault, they say they been told is a fault and thats it.

they then proceed to follow procedure, do a local test in the property, and often then close the case.

There is exceptions of course but the whole openreach/isp fault procedure for dsl is in general a shambles.

Best of luck to the OP you will need it.

its a lottery.

my experience of engineers is they tend to show up stating they have no details of the fault, they say they been told is a fault and thats it.

they then proceed to follow procedure, do a local test in the property, and often then close the case.

There is exceptions of course but the whole openreach/isp fault procedure for dsl is in general a shambles.

Best of luck to the OP you will need it.

All sorted (apparently). Miraculously started working this afternoon.

The following screenshot shows the sudden end to the PL:
http://img.deehem.co.uk/20130705222444.png

Thanks for letting us know,

I'm just about to reply to your support ticket again.

Cheers for your patience.

Quite angry and once again incredibly disappointed.

So we�re now verging on the end of July and all is well and good, has been for a few weeks. I get back from work, sit down with my fianc� and start doing some work online. Suddenly the DSL connectivity drops on the Openreach modem. I called up Plusnet accounts because I had an outstanding bill and I thought that could have been the issue here, but it was not. After the issue being pushed around a bit I managed to get a solid answer nobody wants to hear �Openreach have de-provisioned your line and cancelled your telephone account". At this point I was furious, it meant no connectivity until Openreach can re-provision the line (this process can take weeks).

I got a call back after the Plusnet employee decided to investigate further. He stated that Openreach cancelled the line accidentally, that it could not be switched back on immediately and I will need to have a new order placed on my account, Openreach however did agree to expedite the installation because they were the cause of the issue. 24 hours the new order was placed and I got a telephone call on that same day asking for an engineer date to be chosen. I wasn�t able to take the call at the time so I called back at 19:45. I was on hold until 20:35 and got through eventually to somebody who told me that my expected installation date was 14th August, exactly 14 days from the telephone call happening. This was not acceptable.

I got transferred again to Order Updates after another 20 minutes on hold who managed to recover my account notes, checked that the installation was indeed to be expedited and agreed three scheduled times, one two days away for the Friday, Monday and Tuesday.

An engineer is now booked for Monday. This does however pose some questions as to how this can happen, why it happened and what all parties involved can do to prevent this from happening in the future?

Edited by deleted (Fri 02-Aug-13 11:15:37)