topic stalling tactics for those requesting mac in Plusnet Feedback

stalling tactics for those requesting mac

psybox — Sat, 27 Feb 2010 23:23:12 GMT

Today i phoned up for a MAC, fed up of the throtttling and traffic shaping. The advisor however gave me a very attractive resolution to my problems and also with a discount. To save moving I agreed (on the phone).
I then sent in a ticket asking when the change to my package would happen. The reply was in one month! You can only make changes on the billing date!!
a) this was not explained
b) this is obviously not acceptable to someone who was looking to move away and requesting a mac
I then updated the ticket asking if it could be progressed quicker. A reply was no it cant. A second reply was then added if I want to cancel then to contact csc on a separate number so that all the replies could be logged.
a) I've already given all the details , I wont rehash them again
b) the csc number stop on friday at 5.30 so I have to wait until monday and then phone again to request my mac
I've been a long term user of plusnet and also have my phone package too, however I'm really dissapointed.

Re: stalling tactics for those requesting mac

spraxyt — Sat, 27 Feb 2010 23:57:17 GMT

My understanding is that applying product changes on your billing date avoids lots of complex manual intervention with a significant chance of things going wrong - so in that sense the information you were given is correct and I believe it is the way the CSC are instructed to make changes. The Comms Team may be able to sort out something in the meantime that will meet your needs, however they do not work weekends.
I suggest you leave this until Monday to give the Comms Team an opportunity to look over your account.
David

Re: stalling tactics for those requesting mac

psybox — Sun, 28 Feb 2010 12:06:07 GMT

I have already been told a second time that it cannot be done. I'm not simply going to wait another 4 weeks before anything is done in the hope that it then solves my problems. As for billing, I'm happy to billed at the rate I am - for the sake of £2 per month saving, billing should have no bearing on a products service when the better service being offered is acutally cheaper than Im currently paying.

Re: stalling tactics for those requesting mac

pierre_pierre — Sun, 28 Feb 2010 12:37:49 GMT

what are the two products old and new?

Re: stalling tactics for those requesting mac

psybox — Sun, 28 Feb 2010 13:07:04 GMT

Im on one of the original packages at £22 month or so. I was told by CSC that I can be moved to a package with no traffic shaping @ £19.99 month and with an extra £2 knocked off the phone package for being a long standing customer.
dick:quote

Re: stalling tactics for those requesting mac

spraxyt — Sun, 28 Feb 2010 13:56:28 GMT

I didn't suggest waiting another 4 weeks in the hope that what is done then solves your problem. I suggested waiting until Monday to give the Comms Team an opportunity to look over your account. Being familiar with other threads my personal feeling is that the short wait should be worth it.
David

Re: stalling tactics for those requesting mac

pierre_pierre — Sun, 28 Feb 2010 14:34:28 GMT

Agreed spraxyt.
The reason that CSC cant do it is the reduction in the cost of the package, that requires a developers finger, which the coms team have to originate

Re: stalling tactics for those requesting mac

psybox — Sun, 28 Feb 2010 14:43:56 GMT

its a different package, not a reduction in an existing - they can do it instantly for other services ie phone etc, so that isnt an excuse to wait 4 weeks.
Obviously I need to wait until Monday, that is a given - but I felt the need to post in the rant & rave section.
dick:quote

Re: stalling tactics for those requesting mac

pierre_pierre — Sun, 28 Feb 2010 14:51:59 GMT

Quote
m on one of the original packages at £22 month or so. I was told by CSC that I can be moved to a package with no traffic shaping @ £19.99 month and with an extra £2 knocked off the phone package for being a long standing custome

excuse me but £19.99 is less than £22, at least it was when I went to school

Re: stalling tactics for those requesting mac

psybox — Sun, 28 Feb 2010 15:16:48 GMT

you are excused.
It's a move to a DIFFERENT package, not a reduction in my CURRENT package.
ie for the next 4 weeks I'm still paying the higher amount for a package Im not happy with when they could simply move me quicker and keep the £2 extra I have already paid for the next 4 weeks.

Re: stalling tactics for those requesting mac

Lurker — Mon, 01 Mar 2010 09:19:11 GMT

You are not paying anything - you have already paid it for the next month.
Which is why the change would be applied at your next billing date usually.
PN can sort it - they also need to thwack whoever failed to explain the reason for the non-existent "delay".

Re: stalling tactics for those requesting mac

Mand — Mon, 01 Mar 2010 10:03:08 GMT

Hi there,
I've changed the product for you now.
The reason we do this on your billing date is to prevent the necessity for credits or pro-rata payments and also because things like resetting your bandwidth use and credit limit are tied into the billing process.
There's some manual work needed if this is done on a date which isn't your billing date, but in any case it's been changed for you now (as per the email you'll have just recieved).

Re: stalling tactics for those requesting mac

psybox — Mon, 01 Mar 2010 10:17:03 GMT

thank you Mand, this is the type of customer service I have always experienced in the past with Plus, I'm glad to see it is back again

Re: stalling tactics for those requesting mac

Mand — Mon, 01 Mar 2010 13:14:17 GMT

No worries, give us a shout if there's anything else we can help with.

Re: stalling tactics for those requesting mac

Lorenzo48 — Mon, 08 Mar 2010 09:06:49 GMT

Mand, I was told 2-3 days to fix my account after requesting my MAC then 3-4 weeks via the ticket system. I was also offered compensation over the phone. This was with Adam.
I feel this issue of traffic shaping people on the PRO service is extremely serious and yet seems to be getting treated in the same way as any other fault.
It is a breach of the TOS and needs sorting right now.
If my ticket isn't replied to today and compensation forthcoming (have not been able to play properly for nearly 3 months) I'll be getting my MAC Tuesday and getting a low contention business service for only a couple of pounds more.

Re: stalling tactics for those requesting mac

Mand — Mon, 08 Mar 2010 11:31:22 GMT

Hi there,
I'm sorry you were given an incorrect timescale on the phone, the ticket response is correct. I'm currently checking when the next maintenance is scheduled for.
We aren't 'throttling Pro', this is a case of some of the traffic from a particular game having problems, and something which we can and will fix.
As far as I can tell from the tickets on your account you've been offered compensation but haven't yet accepted this?

Re: stalling tactics for those requesting mac

Mand — Mon, 08 Mar 2010 11:42:35 GMT

I've found some further info, and replied to your ticket.

Re: stalling tactics for those requesting mac

Lorenzo48 — Mon, 08 Mar 2010 11:57:26 GMT

Having just been offered 3 months free at 11:13 (2 minutes after asking for the MAC) and there does not appear to be a way to accept or decline so unsure how to respond to the offer at this time.
Mand, I'll go read it but when I trace the hops the slowdown is not in the echange it's down in GW1 & 2 on hop 3 or 4 as reported 22 Jan.
Original ticket raised 13 Jan and only when I request a MAC does anything pro-active happen.
I'll get back to you after I've read the ticket and had some lunch! but I still need the MAC delivering Friday as promised to keep my options open.

Re: stalling tactics for those requesting mac

Lorenzo48 — Mon, 08 Mar 2010 13:18:29 GMT

If that was your withheld number (PN always is) ringing me then sorry I was driving.
Right, read your ticket and willing to accept the exchange may have caused issues in max dl rate but this should have been updated/fixed 5th March if reading it right.
I'll do some speedtests tonight and request that you check the profiles are set right. Last time I did one at peak time I got 0.7meg on a 5meg line It averages at 3.6 over the last 6 months where I used to get 4.7 easily.
Latency fault however is GW1 and 2 as stated however not bothered to try and play since you've made the changes and that was also not mentioned in the previous ticket response. The hop through the exchange was below 20ms IIRC.
I will give it a full workout Tuesday Night and post back to you on Wednesday.
Like I have said all a long I respect the fact that tech problems happen but I have been patient for 3 months and being patient has got me nowhere. Only when I get all 'Victor Meldrew' is any progress made, and that's where it falls down for me, will I have to do it again?

Re: stalling tactics for those requesting mac

Chris — Mon, 08 Mar 2010 13:35:32 GMT

Tracerts don't give a true representation of ping time to each hop as certain devices along the way may not be set up to prioritise ping traffic. The best way to measure ping is simply to use the ping command to the server you want to connect to, or as an alternative jolt.co.uk

ping jolt.co.uk
Pinging jolt.co.uk [84.234.17.86] with 32 bytes of data:
Reply from 84.234.17.86: bytes=32 time=24ms TTL=122
Reply from 84.234.17.86: bytes=32 time=24ms TTL=122
Reply from 84.234.17.86: bytes=32 time=25ms TTL=122
Reply from 84.234.17.86: bytes=32 time=24ms TTL=122