topic Re: ADSL2 no responce in Plusnet Feedback

ADSL2 no responce

samuria — Sun, 07 Feb 2010 01:45:08 GMT

my stats are
Modem Status

Connection Status Connected
Us Rate (Kbps) 448
Ds Rate (Kbps) 7648
US Margin 22
DS Margin 2
Trained Modulation GDMT
LOS Errors 0
DS Line Attenuation 46
US Line Attenuation 27
Peak Cell Rate 1056 cells per sec
CRC Rx Fast 0
CRC Tx Fast 0
CRC Rx Interleaved 79
CRC Tx Interleaved 0
Path Mode Interleaved
DSL Statistics

Near End F4 Loop Back Count 0
Near End F5 Loop Back Count 0
Am I on adsl2 as if i set my modem to adsl2plus or adsl2 it wont connect the option on my router are

MMODE
T1413
GDMT
GLITE
ADSL2
ADSL2Plus
I can only connect with mmode at the moment
I have raised a ticket number 31886870 username mwright but they havent confirmed I am on adsl2 or why I only connect as GDMT the exchange is enabled last year
There has been no response from the ticket since Thursday and its now Sunday does my connection need resetting to adls2 and why dont support answer tickets

Re: ADSL2 no responce

W1ngD1ngs — Sun, 07 Feb 2010 06:23:50 GMT

@Samuria, try emailing the CEO at avollmer@plus.net
You may get some response!

Re: ADSL2 no responce

dvorak — Sun, 07 Feb 2010 08:27:28 GMT

Smauria, what product are you on? Only premium or pro are currently moving on to higher speeds ADSL2+ AFAIK

Re: ADSL2 no responce

Peter_Vaughan — Sun, 07 Feb 2010 11:07:00 GMT

Only way to find out is raise a ticket - which you have done so just keep asking... they can find out very easily. Although I had to ask 3 times before they answered correctly.
Even when you are moved over to 21CN, they do so on ADSL1 only and you can't manually reconfigure for ADSL2/2+. PN need to put an order in to allow support at ADSL2/2+.

Re: ADSL2 no responce

shutter — Sun, 07 Feb 2010 11:09:27 GMT

@ Peter Vaughan..

Quote

I have raised a ticket number 31886870

and also

Quote

There has been no response from the ticket since Thursday and its now Sunday

There should be no need to "keep asking"....... the ticket system just isn`t functioning properly...... they need to get more staff trained up..... ( I think I mentioned this back in December 2009) !

Re: ADSL2 no responce

pierre_pierre — Sun, 07 Feb 2010 12:43:19 GMT

deleted, already asked

Re: ADSL2 no responce

samuria — Sun, 07 Feb 2010 14:28:44 GMT

I am unlimited but plusnet sent me an email saying I would be upgraded. Do I need to go onto pro? If I change do I keep my webspace domians?

Re: ADSL2 no responce

pierre_pierre — Sun, 07 Feb 2010 14:42:37 GMT

this was the reply on the other posting

Quote
Quote from: Samuria on 05/02/2010, 23:30
I have raised a ticket number 31886870 username mwright but they havent confirmed I am on adsl2 or why I only connect as GDMT the exchange is enabled last year
Having a look at the original order I can confirm that you are on ADSL1 on 21CN. Your current package is Plusnet Unlimited, I'm sorry but I wouldn't be able to regrade it to ADSL2+ for you.
Rami H
Plusnet Faults Analyst
Free broadband - so where's the catch?

Re: ADSL2 no responce

Peter_Vaughan — Sun, 07 Feb 2010 17:46:37 GMT

I don't believe legacy products are being switched to ADSL2+, but are still being moved onto the 21CN network as it is cheaper for PlusNet. The ticket reply should really have explained this rather than just saying you can't get ADSL2+.
So as unlimited is now a legacy product you will need to move onto a current product to be able to use ADSL2+.
All existing facilities like webspace etc will remain on your account when switching to a current product, it is only new customers that don't get it.

Re: ADSL2 no responce

Oldjim — Sun, 07 Feb 2010 18:06:09 GMT

pierre messed up the quote it should say

Quote from: RamiDoodle
Quote from: Samuria
I have raised a ticket number 31886870 username mwright but they havent confirmed I am on adsl2 or why I only connect as GDMT the exchange is enabled last year

Having a look at the original order I can confirm that you are on ADSL1 on 21CN. Your current package is Plusnet Unlimited, I'm sorry but I wouldn't be able to regrade it to ADSL2+ for you.

Re: ADSL2 no responce

samuria — Sun, 07 Feb 2010 23:28:21 GMT

This is daft support replied to set my modem to adsl2plus why say that if I cant get it? I have now signed up for premier and raised another ticket to get adsl2+ how long will that take?
My sister is on PlusNet Broadband Premier Option 1 does she get adsl2+ she pays over £21?
The whole thing makes no business sense I will be paying less for adsl2 than if I stayed on the unlimited so plusnet loose money

Re: ADSL2 no responce

orbrey — Mon, 08 Feb 2010 10:13:51 GMT

Hi Samuria,
We've got the requested product change, it'll go through on your next billing date (1st March) and the regrade to 21CN should complete within a few days of that.

Re: ADSL2 no responce

samuria — Mon, 08 Feb 2010 14:34:30 GMT

Thanks for that its seems silly I have to wait a month to get it when I am paying more now will my router set mmode pick it automatically or do I have to change it to adsl2plus.
What about My sister is on PlusNet Broadband Premier Option 1 does she get adsl2+ she pays over £21?

Re: ADSL2 no responce

orbrey — Mon, 08 Feb 2010 15:31:52 GMT

There hasn't been a decision made about legacy accounts as yet, though we'll be sure to update as soon as we know.

Re: ADSL2 no responce

spraxyt — Mon, 08 Feb 2010 19:30:04 GMT

Quote from: Samuria
Thanks for that its seems silly I have to wait a month to get it when I am paying more now will my router set mmode pick it automatically or do I have to change it to adsl2plus.

'mmode' means multi-mode which means the router will pick ADSL2+ if it is available. So no need to change anything. The router will need to be restarted when the service change takes place, I'm not sure if that happens automatically since you already have a 21CN service.

Re: ADSL2 no responce

samuria — Tue, 09 Feb 2010 00:37:52 GMT

So once again if the sister a customer for many years reduces her account from £21 to a pro account she can get adsl2+ but if she continues to pay more she cant get it does this make sense to anyone? Customer loyalty should count for everything you are discriminating against long term customer

Re: ADSL2 no responce

orbrey — Tue, 09 Feb 2010 09:19:29 GMT

Quote from: Samuria
you are discriminating against long term customer

Given that she's free to sign up to exactly the same account new customers can, and get exactly the same speeds, I don't see how we're discriminating here?

Re: ADSL2 no responce

samuria — Tue, 09 Feb 2010 14:34:03 GMT

If you cant see whats happening and how plus net are loosing money there is something wrong. She has been a loyal customer since 2004 paying 21.99 a month good customer services means these customer that have paid your wages for years need to be kept happy.
So the situation is she is paying 21.99 and cant get adsl2 unless she changes here account and pays 11.99 so if 10,000 customers have to pay less to get more plus net loose £60,000+ a year if they had upgraded these customers they would carry on paying 21.99.
She didnt know she had to change product as no one told her. She raised a ticket 31939263 on sunday to get adsl2 but no one has looked at it. She has just changed to the premier will she now get adsl2 as it didnt mention the new speed when she upgraded but she is on the same exchange as me but closer to the exchange but it never mentioned adsl2 in the account change were as mine did.
Can you confirm she will get adsl2 and someone will answer the ticket this year

Re: ADSL2 no responce

Oldjim — Tue, 09 Feb 2010 15:00:41 GMT

A few points.
After 3 months it is £15.99 in a Market 3 Area (£19.99 otherwise) for Premium
The big difference in the 2 products is the free period so they aren't strictly comparable as the old Premier has a 16 hour free period whereas the new product has only 8 hours and that is from midnight to 8.00am
The product shaping on Premier is mostly much less severe than Premium specially in the times when Premier is free and Premium isn't - check here http://www.kitz.co.uk/isp/plusnet_shaping.htm

Re: ADSL2 no responce

orbrey — Tue, 09 Feb 2010 15:04:42 GMT

@Samuria
The regrade is due to go through on the 25th, that's her next billing date. As the exchange is 21CN enabled a regrade will be put through on that date when the account change is actioned.