Response to Ticket "Stuck" ???

[macanix]

Logged a ticket on Fri 31/10/2008 @ 09:30 (9988) for a stuck IP profile.
Got one response from ADSL24 on Mon 03/11/2008 @ 09:55 saying a fault had been logged with BT and to reboot my router after 6 hours. Did this on Tue 04/11/2008 @ 09:05 & Wed 05/11/2008 @ 08:56 and updated the ticket with BT Speedtest results & router stats (IP profile still stuck at 4500k despite sync of 7872/488)
Still have not heard a peep from ADSL24 about the status of this ticket since Mon 03/11/2008

Questions are:

Has the status of this ticket also got stuck?
A comment (besides "in progress") on the ticket log would be useful.
Can you not get BT to kick the DSLAM back into training mode so I can get the profile I had pre 21/10/08? (7000)
This is a fairly "new" ADSL line and I had to lay out the £47 for BT to put the kit in the exchange so my line could be ADSL enabled. Can this not be "bumped" to BT as a priority?

Just a bit "miffed" as I used to have 2 PC's running with VOIP going on the 3rd.
All was OK with a profile of 7000.
Now, with a profile of 4500k, 2 PC's have to go off-line so the VOIP does not drop - which is a pain in the proverbial... (insert American term for donkey here)

[JamesL]

I have responded. It looks to be caused by errors on the line a lot of upstream errors that could be router/filter/something internal related causing the errors thus forcing the profile down. Have logged a second fault to get the profile to rise but you need to test different equipment in your test socket to see if that solves the issue, if not we would have to start looking at diagnostics/engineering visits.

[macanix]

Thanks James... I noticed that I am getting a lot of "crosstalk" and crackling on the phone line recently and am pretty sure this is the reason for the errors (profile drop date coincides with voice line issues)
I called BT and they confirmed that there is a problem on the line. They are due to come out and resolve it tomorrow...
Question is....Will BT reset the SNR\SYNC once they have fixed the line problem or do I have to raise a ticket for you guys to request this? Ideally I would like the training phase to be restarted.
Thanx
Mac

[JamesL]

Thanks James... I noticed that I am getting a lot of "crosstalk" and crackling on the phone line recently and am pretty sure this is the reason for the errors (profile drop date coincides with voice line issues)
I called BT and they confirmed that there is a problem on the line. They are due to come out and resolve it tomorrow...
Question is....Will BT reset the SNR\SYNC once they have fixed the line problem or do I have to raise a ticket for you guys to request this? Ideally I would like the training phase to be restarted.
Thanx
Mac

We would have to request it once BT have closed the PSTN fault off, we couldnt do it before it was closed..

[macanix]

The BT engineers in my neck of the woods are on the ball! They have diagnosed, repaired and closed the fault on the line as of 17:35 (and I only logged it at around 14:15!)
Score one to the Suffolk BT engineers!

I have updated ticket number 9988 accordingly and requested the SNR/SYNC reset.

Thanks
Mac

[Dae]

The BT engineers in my neck of the woods are on the ball!

Yep some of the Openreach engineers are really good, but some are not so good...

It took the third engineer (and his trainee) to visit before my line issue was fixed back in January, the previous two didn't really know what to do about it and left as quickly as possible.

But even the third guy admitted that they had only received 1 day's training on actual Broadband issues in addition to the voice faults they normally deal with.

[macanix]

James,
Any update? Have amended the ticket (9988) on 10/11/08 to show that the PSTN fault has been fixed and closed but still stuck on "old" snr. Do you know if the request to reset has gone to BT?
Thanks
Mac