Waited 1 hour on the phone to support, still on hold and broadband sorts itself!

[Bat]

Hi,
I've been on the phone on hold for support for over 1 hour. I'm first in the queue apparently 
Meanwhile my Broadband has sorted itself out albeit with an increase in noise margin and a massive drop in sync.
Not really any point in holding on any longer as there won't be a problem to see! 
Cheers,
Gavin  

[Rik]

Hi Gavin

I've called twice this morning and got straight through. Try an email.

Can you post your line stats?

[Simon]

I would have tried redialling.  I don't think even Rik would have been on the phone that long! 

[Rik]

I've now called three times, the last to check if there was a problem - straight through on every occasion.

[Glenn]

You have a dedicated line just for you to use though

[Rik]

 

Only in emergencies.

[Simon]

I'm sure they have a phone with a big red light on it, which flashes when it detects Rik's number.

[Glenn]

I'm sure they have a phone with a big red light on it, which flashes when it detects Rik's number.

That's just the pic I was looking for

[Rik]

They do recognise my number.

[john]

I called support yesterday regarding a problem logging into my account. The call was answered immediately and the problem was resolved straight away. I think this was the first time I've had to call support with a problem and I found them to be as excellent as many here have said.

[Bat]

Hi
Well what everyone else has said is also my usual experience, phone answered straight away. I did try redailing and that call said I was second in the queue.
As for stats lots of noise, lots of disconnections noise margin was 9db now 12, sync was 6014 now 4324.
This happens once every month or two, which is why I wanted to speak to someone while the fault was there.
Cheers
Gavin

[Rik]

I can't explain it, Gavin. Did you press any key after option 2?

[Bat]

Hi,
No Rik, no other buttons press. I assume I must have been in the right place as my second call told be I was "In queue position 2"
Routerstats graph:

Cheers,
Gavin

[Rik]

I see no graph?

[Sebby]

It sounds like there may have been a glitch with the system, and no one knew you were waiting.

[Bat]

Hi,
Still not got the hang of my server
2nd attempt



Cheers,
Gavin

[Sebby]

Hmm, that looks quite odd. In the past, when your SNRM has risen to, say, 15dB, has it stuck at that (regardless of resyncs)? From the above, it looks like you had a 9dB target margin, but then suffered a burst of noise, which cause the SNRM to drop, because the exchange stabilised your line by increasing the target SNRM to 15dB.

What is your setup like? Are you connected to an extension socket?

[Bat]

Hi,
Yes Sebby, I'm connected to an extension socket. This has been rewired recently, with the wiring well away from any other cables. I've used 3 different routers, first a connexant, then a Speedtouch and currently a BT 2 wire. I've had this problem on and off for as long as I've been on Max.

http://www.idnetters.co.uk/forums/index.php?topic=5148.0

http://www.idnetters.co.uk/forums/index.php?topic=6606.0


Cheers,
Gavin

[Sebby]

Could you try removing the ring wire (connected to terminal 3) from all sockets (master and extensions)?

[Bat]

Hi,
I did that before the rewire and left it off when I fitted the new cable in aswell.
One thing I have noticed this week is a small white junction box on the corner of the roof where the phoneline is attached to the house. Anyone else got one of these or is it a BT bodge?
Cheers
Gavin

[Rik]

It's a standard BT junction box, in all probability, Gavin.