topic Re: When will my MAC arrive in Plusnet Feedback

When will my MAC arrive

MikeyM — Fri, 30 Jul 2010 08:52:20 GMT

I ordered it on Monday.
Just called and was told that it is not there and there is nothing you can do.
When was it actually requested from BT?
Been 5 days now so I would expect it to be available now, the regulations say within 5 days

Re: When will my MAC arrive

BenTrimble — Fri, 30 Jul 2010 08:54:28 GMT

Your MAC was requested on Monday and as per the ticket, takes five working days to be generated. This is counted exclusively so takes us to Monday.

Re: When will my MAC arrive

MikeyM — Fri, 30 Jul 2010 08:55:58 GMT

Why is Monday not counted, do you not work then?
Within 5 days does not mean after 5 days.
The ticket also says
"Your Help Assistant Question is now being placed on hold. The next action on your Question will be 30-07-2010."
Looks like today to me.

Re: When will my MAC arrive

adamwalker — Fri, 30 Jul 2010 09:02:46 GMT

Hi MikeyM,
As the request was made in the afternoon Monday is not counted as a full working day. Next Monday is 5 working days after the request was made, we are aobliged by OFCOM regulations to give you the MAC key within that time-scale so we'll make sure that you do get it.

Re: When will my MAC arrive

BenTrimble — Fri, 30 Jul 2010 09:49:40 GMT

I've now generated your MAC manually and appended it to your ticket.
Do you mind me asking which provider you're planning on moving to? Any reasons why?

Re: When will my MAC arrive

MikeyM — Fri, 30 Jul 2010 10:12:36 GMT

Thanks,
I am going to O2 to get the speed that my line can handle and the speed that I should get from plusnet, but cannot because of the DLM system.

Re: When will my MAC arrive

BenTrimble — Fri, 30 Jul 2010 10:13:23 GMT

Can you let us know how it goes with them once you're up and running?

Re: When will my MAC arrive

MikeyM — Fri, 30 Jul 2010 10:29:04 GMT

Of course, I did not really want to leave plusnet but I was left with no choice as I am now on a banded profile which I know is very difficult to get removed.
I have had 4 engineer visits and have given up a lot of my time to try and get the problem fixed, but no progress has been made, the problem lies with the DLM system IMO.

Re: When will my MAC arrive

adamwalker — Fri, 30 Jul 2010 11:42:43 GMT

If you want to give me a chance to try and put a case forward to get the banded profile removed I don't mind doing so. If you search around these forums you will see that I've managed to do that before. I can't guarantee it but I'm happy to at least try.
Let me know what you think.

Re: When will my MAC arrive

MikeyM — Fri, 30 Jul 2010 15:08:37 GMT

I appreciate the offer Adam but I am better with LLU, it suits my line more. I am sure you can see that.
As I have said previously I have given plusnet plenty of chances to sort out the line speed, 4 engineer visits which cost me a lot of my personal time and a lot of time spent on these forums show that I have given you more time than a lot of people would.
Whatever I do I am going to struggle with the same problem or a variation of it in my eyes. I have some noise on my line which comes to a head every 30 hours or so, so not a major issue and it was not an issue when I was with LLU before, sadly due to the way that DLM puts stability before every other factor means that it will never get better for me. Even if I get the banding removed and my SNR reset to 6db, which i have had done 3 times now, the problem will come back in a few weeks.
Sorry but I am sure you can understand my frustration.
Am I likely to be charged any fees for leaving after 7 months, can you advise?
Tks

Re: When will my MAC arrive

glloyd — Sat, 31 Jul 2010 11:44:37 GMT

What puzzles me is why BT can't run the same system as LLU providers. It seems to work pefectly well for many millions of users so why do BT insist in sticking with a system that clearly does not work as well?

Re: When will my MAC arrive

Steve — Sat, 31 Jul 2010 20:09:44 GMT

Because BT Like to make everything confusing and working NON correctly, Plusnet are doing their best though to get more control over the DLM

Re: When will my MAC arrive

adamwalker — Mon, 02 Aug 2010 08:56:42 GMT

Quote
What puzzles me is why BT can't run the same system as LLU providers

Look around and you may see people commenting more negatively about LLU services.
It's a bit of a chicken and egg scenario as BT's wholesale broadband services did come about before the advent of LLU and where as LLU is often viewed as competition for such services it's inception was due to anti monopolization rules brought in by OFCOM.
We would prefer to have more control over DLM and will continually give our customer's feedback on our customer's view's of this (which you are all making very clear).
MikeyM after having a quick look at your account other than the usual notice period I can't see that any other payments would be due, that's assuming that you have considered migration. I can understand fully how you feel but I'm convinced you would get a better service if we get rid of that banded profile (or at least try to) what do you say?

Re: When will my MAC arrive

MikeyM — Mon, 02 Aug 2010 20:09:54 GMT

Quote from: _Adam_Walker_
MikeyM after having a quick look at your account other than the usual notice period I can't see that any other payments would be due, that's assuming that you have considered migration. I can understand fully how you feel but I'm convinced you would get a better service if we get rid of that banded profile (or at least try to) what do you say?

I am just frustrated at the amount of time I have had to spend over the last few months trying to get my service sorted.
I placed an order for O2 LLU on Thursday lunchtime, by Thursday night I had received a few emails and texts all confirming when my phone would go live and when my broadband would go live, today I received my welcome pack and box, now that is superb service so far.
I do have a 30 day period once I go live with o2 to cancel, I am going to give them a go. If they are no good then I will come back to plusnet, can't really be any fairer than that Adam.
Dick:green Quote tags fixed.

Re: When will my MAC arrive

adamwalker — Fri, 06 Aug 2010 12:07:37 GMT

Hi,

Quote
can't really be any fairer than that Adam.

Naturally we'd agree to disagree on that point. As a consumer this is completely your choice though.
We do thank you for being with us up to this point though and hope all goes well with the transfer. We'd be interested to hear how things go and will invite you back with open arms if things don't go to plan.

Re: When will my MAC arrive

MikeyM — Tue, 17 Aug 2010 08:39:25 GMT

I go live today with O2.
I have just done a speedtest with plusnet and I am getting 1.7MB, this is what I ave been getting for ages now. I have the screen shot somewhere I will post up later.
Will post what I get from O2 once I go live, I am confident it will be more than double that so am declaring it in advance of it going live.
DLM goodbye!

Re: When will my MAC arrive

Steve — Tue, 17 Aug 2010 08:49:39 GMT

Since Its LLU its no surprise you may get faster speeds, What Adam means Is how 02 customer care etc compares to Plusnet.

Re: When will my MAC arrive

MikeyM — Tue, 17 Aug 2010 09:44:46 GMT

Well hopefully if my service is as it should be there will be no need for me to contact them, that is the bottom line for me.

Re: When will my MAC arrive

bandashing — Tue, 17 Aug 2010 13:38:39 GMT

Quote from: Steve
What Adam means Is how 02 customer care etc compares to Plusnet.

From what I experienced and countless many other people on this forum plusnets customer support is nothing to shout about

Re: When will my MAC arrive

MikeyM — Tue, 17 Aug 2010 13:54:39 GMT

I am now connected with O2
Connection speed -
4290 Down
1040 Up
The "line problem" that I apparantly have has not come with me as I was told it would.
So gone from 1.7MB to 4.2MB straight away.
Will do some more tests tonight with ping etc but so far a vast improvement and exactly what I expected.