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[kitz]

I have another appt for tomorrow am.

I not sure where the problem lays with regards to failed engineer visits so cant comment on that, but having had a quick look around this doesnt seem to be just a PN problem and other SPs also seem to have their share too.


>> Perhaps there ought to be a quid pro quo for no-shows on either side.

I know on one of my tickets there was mention that if I wasnt in when the engineer visited I could be liable for a £50 fee.   I've seen mention that some other ISPs have quoted more!  I also noticed that El Reg did an article about the number of failed BT engineer appointments

I have found this link about claiming compensation from BT for missed appointment which is supposedly the princely sum of £10.   Many many moons ago (about 10 yrs ago) I did successfully make a claim for 2 in a row failed engineer visits.  BT credited my blue phone bill with iirc £50

[kitz]

As for PN, the problem is that the failures of the current system are pretty obvious and the only way customers can put pressure on BTOR (if they are at fault) is via ISP's like PN - but they don't seem to care either, or if they do keep it to themselves.
There are loads of glaring issues with the processes but PN (and others) seem happy to live with them as its the end customer who bears the pain. 

Our posts crossed.   A convo I just had with one of the PN BOT guys, would appear they they are aware of the failings of the BT/ISP appt system, and if I understood correctly they are being billed for these 'failed' visits.  I was told an actual figure of how much its costing PN per month for this and also engineer repeat engineer visits because the fault isnt corrected first time.  Sounds like PN may be doing an audit because the sum involved a huge.  Certainly the guy I spoke to isnt happy about the current situation because it reflects badly on the SP and its them that have to deal with annoyed EU's and then go through the booking process again.

I think Colin may have hit the nail on the head with his mention about how many people/organisations become involved and its the ISP that has to co-ordinate the times.

[HPsauce]

I have found this link about claiming compensation from BT

That's interesting, though the way its worded is very phone line oriented.

Maybe that sort of thing is a difference between BT Retail and other phone/broadband providers?

For example I've seen comments that when the phone service is down (and I realise I'm digressing from the original topic) BT Retail will provide FOC diversion to a mobile, PlusNet do not.

[HPsauce]

Our posts crossed. 

I was probably editing my original post to add some afterthoughts. 

One reason I tend to "lay into" PlusNet (apart from having once been a customer, still having access and several referrals AND probably returning soon) is that they are a BT Group subsidiary so, at a certain level, WILL have the ear of senior BT management in a more significant way than some other ISP's. And of course they sell themselves on "award-winning service".
Not to mention than when they incur major costs from the failings of another part of the same group someone really should be listening!   

Good luck with the "rescheduled" appointment.  8)

[kitz]

Had the usual 5am problems today and my line struggled to remain in sync despite a 16dB SNRm

It finally came back up at 79,999 down 9,234 up.

Line struggled until about 9.20.    BToR guy arrived at about 10.10

Nice Mr BToR man just left, unfort the line was fine whilst he was here, but at least he understood SNR and attenuation and was interested in my graphs. 
He took one look at the wiring and said this definitely needs sorting and Im afraid Im going to have to report what the contractor has done as VDSL should not have been provisioned like this.   He took a look at my layout and agreed that by far the easy option would be a 3m external run and proper NTE shift.   Unfortunately he couldnt do it as he had no ladders and has arthritis otherwise he said he would have done it today.  Someone from BT should contact me on Monday to arrange the NTE shift.

He put his JDSU on the line, but because it was working right at the time it didnt show up anything, but having looked at my graphs he has put in for a D-side shift/ new UG pair.   He has also recommended in his report that if the d-side shift doesnt fix it that a specialist REIN engineer be called in.

BToR guy leaves at about 10:40...  Typical  - my upstream starts misbehaving at 10:45. 

[Black Sheep]

At least things are moving, Kitz. I would probably cease from monitoring your stats for a while, at least until the fix has been put in place. Did the engineer perform a PQT test ?? I'm intrigued as to why he said it needs a D-side change ?? I'm not saying it doesn't require one, but has he communicated to you that he has found a definite fault via his tests

Either way, get yersen in t'back garden whilst you can (before the torrential downpour arrives), pour yourself a glass of wine and put 'Upstream thoughts' to the back of your head for the time being.

Edit: By 'tests' I mean copper pair tests, whereby I'm assuming your comments are towards the 'Synch and data flow' tests ??

[kitz]

>>> he communicated to you that he has found a definite fault via his tests

Unfortunately not,  Typically the line was fine between 9:20 and 10:45, he even joked watch it misbehave again when Im gone.. and it damn well did (and is doing now).    He could see the low 9,234 sync though and he seemed to understand the SNR graph showing what had been going on earlier this morning.   He said whats going on at 5am...  and said that perhaps needs a REIN specialist.   I cant recall now if he has actually booked one, or if he said he was going to recommend if the d-side shift didnt fix it.  He said my internal wiring is going to complicate things, but could see an issue outside of this.

He did run through the tests available to him on his JDSU which is when he said he was going to recommend "a new UG pair"

I told him that the problems had started whilst on Be's MSAN.  He was a guy in his early 50's/late 40's ?  and seemed to know how the system worked.

Anyhow yes, I am now going to take up your suggestion and Im off out to do some gardening whilst the sun is still shining

 

[burakkucat]

I'm pleased to read that progress is being made on both fronts. 

As soon as the proper wiring to the relocated NTE5/A has been installed that will remove one layer of confusion.

[Bald_Eagle1]

Had the usual 5am problems today and my line struggled to remain in sync despite a 16dB SNRm

It finally came back up at 79,999 down 9,234 up.

Line struggled until about 9.20.

That indicates that it did actually resync, at least once.

Did you mean it had resynced a few times or that it finally resynced just the once?

An Ongoing montage for the last 24 hours would confirm when/how many times (as would RESYNC.LOG in the Current_Stats folder - unless some of the resyncs were still at 80/20 Mbps).

Also, excellent advice from BS - forget the monitoring for now & get outside & catch some rays - while it lasts 

[kitz]

Update:-

After a heavy night, a very tired kitz answered the phone at 8.30am to an unexpected call from a BToR engineer asking if he could come round this morning.   

I wont bore you with full stats because hopefully now they wont be needed.

Anyhow, I now have no internal wiring at all.  New NTE is located in required position straight up the external wall... and hes gotten rid of the 25m internal wiring by running a separate 3m external cable back down to the old NTE so that I have an extension in the hall.   The wiring is all neat and tidy and hes got rid of that horrible box so I can now use my desk drawers again.  It looks oh so much better and Im well pleased.  :clap2:

Next he goes to check the outside box , and calls me to 'come have a look at this'  - Photo attached. 
As soon as he touched the white wire, the copper disintegrated from the joint!  He was surprised that my voice line hadnt been noisy.  This has now all been removed and replaced.

Hes just gone now, these are my before & after atten figures showing a slight improvement for both up and down.

Code: [Select]

27 Jul 2013 10:23:22 0.8 17.8 28.9   N/A 11.1 24.4 38.5
28 Jul 2013 11:29:23 0.8 16.7 26.9   N/A 10.4 23.4 36.3
   

My upstream SNRm has also increased by 3dB to a record high of 18.5dB.

Hes done several tests with the JDSU (BS may be able to explain this further) some of them werent quite right and there still shows a possible problem with the REIN figure.  Another figure which should be near 60 is showing at 5.
Hes going to be writing a report that all seems to be mostly working fine atm, but will ring me later in the week to check & see how its performing.  I'm really hoping that it was that copper wire though that was causing all my issues.

[HPsauce]

BT engineer on a Sunday. 
Is that "pulling rank"? 

[kitz]

Nope I can assure you it wasnt.   I was surprised as anyone to get that phone call which woke me this morning.  I was told it would be Monday before I heard anything from BT.   

I perhaps would have been a bit gentler on the vin0 if I'd have known.  8)

[roseway]

Hopefully that has fixed it. The picture of your outside box looks like something out of a horror movie.

[HPsauce]

Nope I can assure you it wasnt. 

Sorry, I didn't mean by you.  Maybe someone in PN or more likely BT who keeps their eye on "things" online? 8)

Obviously if they can do it for you, they can do it for anyone. 

[kitz]

shrugs..  I really don't know.   I dont think its come from PN as I havent had a reply to my ticket after yesterdays visit yet... but Im not too surprised about that since its weekend and afaik BOT team dont work then.

The BT guy from yesterday perhaps did all he said he would..  he seemed most apologetic that he couldnt fix things then and there for me.