topic Re: Acount cock up again in Plusnet Feedback

Acount cock up again

samuria — Tue, 11 May 2010 23:07:28 GMT

I complained before that Plus net had overcharged me by £14 username mwright it got sorted weeks later but now I have lost all my referells which have been £2.50 and the people are still with plusnet but its gone down to 50p.
But they have now without warning or explanation taken £16.49 and then another £8.24 from my account This is for a £15.99 account I am getting fed up with being robbed like this. I have raised it on a ticket but as is the norm its been ignored completely

Re: Acount cock up again

Chris — Wed, 12 May 2010 07:26:45 GMT

Sorry to hear that Samuria, do you have the ticket ID as there doesn't appear to be one on your account regarding referrals that's currently open?

Re: Acount cock up again

Mand — Wed, 12 May 2010 08:20:16 GMT

Hi there,
I've raised a problem on this for our accounts and dev teams to investigate.

Re: Acount cock up again

samuria — Wed, 12 May 2010 10:05:09 GMT

Ticket 33279940 I am having problems with a drop of over a meg on BB as well

Re: Acount cock up again

adamwalker — Wed, 12 May 2010 10:36:54 GMT

Could you run through the online fault checker for us to get the ball rolling?
https://faults.plus.net
Feel free to give me a heads up once that's been done and I'll push things through to the testing stage for you.

Re: Acount cock up again

samuria — Wed, 12 May 2010 22:25:33 GMT

My line has connected at 8meg+ in the day and drops at night as the line is next to a street light but the connection speed has been constant for this year now its dropped over a meg. It won connect at adsl2+ it try but can connect if it does its at 3 meg. tested at the master socket with no phone and the results are the same with no filter just straight into the test socket. I have the ntfs plate with only one phone and very low lose router cable straight into the master socket.
As its been the same for so long its strange its dropped over a meg it seems to be related to the Ds which has run happy at 2 but now up to 6
14/01/10 7392 ds 2
15/01/10 7328 ds 1
16/01/10 7424 ds 3
17/01/10 7392 ds 2
18/01/10 7328 ds 2
19/01/10 7424 ds 2
20/01/10 7424 ds 2
21/01/10 7648 ds 1
22/01/10 7232 ds 2
23/01/10 7456 ds 2
24/01/10 7200 ds 2
25/01/10 7488 ds 2
26/01/10 7360 ds 4
27/01/10 7456 ds 2
28/01/10 7584 ds 3
29/01/10 7488 ds 2
30/01/10 7520 ds 2
31/01/10 7424 ds 1
01/02/10 7488 ds 2
02/02/10 7648 ds 2
03/02/10 7712 ds 2
04/02/10 7936 ds 1
05/02/10 7648 ds 2
06/02/10 7392 ds 3
07/02/10 7008 ds 2
08/02/10 7680 ds 2
09/02/10 7392 ds 6
10/02/10 7424 ds 2
11/02/10 7616 ds 2
12/02/10 7392 ds 2
13/02/10 7488 ds 2
14/02/10 7488 ds 2
15/02/10 7328 ds 1
16/02/10 7360 ds 1
17/02/10 7616 ds 2
18/02/10 7520 ds 3
19/02/10 7488 ds 2
20/02/10 7456 ds 2
21/02/10 7392 ds 2
22/02/10 7488 ds 3
23/02/10 7904 ds 1
24/02/10 7456 ds 2
25/02/10 7488 ds 2
26/02/10 7584 ds 2
27/02/10 7328 ds 4
28/02/10 7488 ds 2
01/03/10 7552 ds 2
02/03/10 7584 ds 2
03/03/10 7744 ds 3 adsl2+
04/03/10 7648 ds 2 GDMT
05/03/10 6756 ds 6 adsl2+
06/03/10 7520 ds 6
07/03/10 7484 ds 2 adsl2
08/03/10 7872 ds 2 gdmt was 8230 in day
09/03/10 7808 ds 3 gdmt
10/03/10 7936 ds 2 gdmt
11/03/10 7712 ds 3 gdmt
12/03/10 7648 ds 2 gdmt
13/03/10 7744 ds 2 gdmt
14/03/10 7872 ds 1 gdmt
15/03/10 7648 ds 2 gdmt
16/03/10 7808 ds 2 gdmt
17/03/10 7744 ds 2 gdmt
18/03/10 7936 ds 1 gdmt
19/03/10 7616 ds 2 gdmt
20/03/10 7584 ds 2 gdmt
21/03/10 7616 ds 2 gdmt
22/03/10 7648 ds 3 gdmt
23/03/10 7680 ds 3 gdmt
24/03/10 7712 ds 2 gdmt
25/03/10 7296 ds 1 gdmt
26/03/10 7808 ds 2 gdmt
27/03/10 7488 ds 3 gdmt
28/03/10 7744 ds 2 gdmt
29/03/10 7584 ds 3 gdmt
30/03/10 7648 ds 2 gdmt
31/03/10 7744 ds 2 gdmt
01/04/10 7488 ds 2 gdmt
02/04/10 7680 ds 3 gdmt
03/04/10 7424 ds 2 gdmt
04/04/10 7424 ds 2 gdmt
05/04/10 7840 ds 2 gdmt
06/04/10 7744 ds 2 gdmt
07/04/10 7776 ds 2 gdmt
08/04/10 7584 ds 3 gdmt
09/04/10 7776 ds 3 gdmt
10/04/10 7616 ds 6 gdmt
11/04/10 7616 ds 6 gdmt
12/04/10 7680 ds 3 gdmt
13/04/10 7616 ds 3 gdmt
14/04/10 7552 ds 2 gdmt
15/04/10 7904 ds 4 gdmt
16/04/10 7456 ds 6 gdmt
17/04/10 7520 ds 2 gdmt
18/04/10 7648 ds 3 gdmt
19/04/10 7776 ds 5 gdmt
20/04/10 7392 ds 2 gdmt
21/04/10 7520 ds 2 gdmt
22/04/10 7616 ds 5 gdmt
23/04/10 7808 ds 2 gdmt
24/04/10 7488 ds 2 gdmt
25/04/10 7776 ds 1 gdmt
26/04/10 7584 ds 1 gdmt
27/04/10 7584 ds 2 gdmt
28/04/10 7424 ds 3 gdmt
29/04/10 7616 ds 3 gdmt
30/04/10 7776 ds 3 gdmt
01/05/10 7680 ds 2 gdmt
02/05/10 7712 ds 2 gdmt
03/05/10 7680 ds 6 gdmt
04/05/10 7616 ds 3 gdmt
05/05/10 6656 ds 1 gdmt
06/05/10 6656 ds 7 gdmt
07/05/10 6656 ds 4 gdmt
08/05/10 6656 ds 4 gdmt
09/05/10 6656 ds 5 gdmt
10/05/10 6656 ds 6 gdmt
11/05/10 6656 ds 7 gdmt
12/05/10 6656 ds 4

Re: Acount cock up again

adamwalker — Thu, 13 May 2010 08:26:21 GMT

Morning,
I'm pushing this through for testing now. FYI it looks like you had not completed the last step of the fault checker to fill in your contact details. I've done this for you using the contact details on your account.
Thanks for making us aware of the street light, I have noted this on the fault ticket but logs show that your connection is dropping which has caused the line profile to lower. Although you are getting disconnected through out the daytime too I will bear in mind that it could be causing the synch speed to drop.
Please look out for replies to your ticket soon.

Re: Acount cock up again

adamwalker — Thu, 13 May 2010 08:47:14 GMT

I've just passed your ticket back as there's some info I've added for your attention.

Re: Acount cock up again

samuria — Wed, 19 May 2010 13:31:44 GMT

Its been six days and no reply re the referrals or why they took the extra money. I have done the fault test and things are still the same still connecting at 6650 its strange that the speed is the same every day as the route ris turned off overnight normally there is some variation in connection speed

Re: Acount cock up again

orbrey — Wed, 19 May 2010 13:41:49 GMT

Hi Samuria,
The fault ticket has been passed back to you as per Adam's response above - unfortunately until you respond to that we can't move it on any further.
The referrals issue is currently being worked on by our development team so will be fixed in the near future. I'm sorry for the lack of updates on that but until it's fixed there's not really a lot we can say.

Re: Acount cock up again

samuria — Wed, 19 May 2010 13:52:53 GMT

But I have done the test as was confirmed in this post do I have to do it again?

Re: Acount cock up again

orbrey — Wed, 19 May 2010 14:09:06 GMT

Hi Samuria,
The ticket response wasn't asking for any tests to be done, but there is a question that needs answering - if you could respond to that I'll make sure it gets passed back to the faults team for you.

Re: Acount cock up again

samuria — Wed, 19 May 2010 22:12:54 GMT

Just looked again there is no unanswered question I have replied with the test in the test socket which was the same confirmed when the router is on etc there is nothing you are waiting for from me that I can see

Re: Acount cock up again

orbrey — Thu, 20 May 2010 08:06:27 GMT

Hi Samuria,
I've just logged in to the portal as you to confirm that the ticket is there, and there's a link at the top of the members centre advising that 'support have replied to your question'. Clicking the link there takes you to the unanswered questions page and it is indeed there requiring an answer. This is on your mwright account (the one with the open fault).
If you go to https://portal.plus.net/my.html?action=questions&?helpheader=questions and sign in, you'll be taken straight to it

Re: Acount cock up again

samuria — Thu, 20 May 2010 13:23:13 GMT

Well I must be thick I have again read it and cant see anything to answer. I have answered the test socket results and have done the fault report if I go to fault report again it shows fault in progress? I cant see anything else you need from me and I have read it all 4 times

Re: Acount cock up again

orbrey — Thu, 20 May 2010 13:38:49 GMT

There's two open tickets so the question isn't at the bottom of the page... the relevant question reads:
"Before we can investigate a fault, as per the connection logs I've included above since last Thursday you seem to have disconnected from roughly 1.55AM up until any time between 10AM and midnight. Before we do anything else can we just check if this is something you may be instigating by powering off your equipment?
We are of course bearing in mind that what you said about the street light but the times of the disconnections would not seem to match up with when this would be powering up or down."
If you could return the first of the two tickets to us with the relevant answer we'll be able to pick this up for you.

Re: Acount cock up again

samuria — Thu, 20 May 2010 13:42:46 GMT

If they read my reply they would see its been answered The router is turned off every night from 1:45 am until 10 am approx It clearly answered in my responce

Re: Acount cock up again

jelv — Thu, 20 May 2010 13:46:29 GMT

Did you put the reply on the relevant ticket?

Re: Acount cock up again

samuria — Fri, 21 May 2010 00:47:57 GMT

yes its in twice

Re: Acount cock up again

adamwalker — Fri, 21 May 2010 14:46:43 GMT

Samuria,
Thanks for getting back to us. The ticket is back with our faults team and I will make sure that this is picked up for testing ASAP.