topic Re: Madasfish Known billing issues regarding end of month error in Plusnet Feedback

Madasfish Known billing issues regarding end of month error

adamtemp64 — Fri, 01 Oct 2010 06:49:44 GMT

Please can a senior person investigate this long standing issue and inform all madasafish customers what is being done to resolve the issue.
I have yet again commented in TB about this http://forums.thinkbroadband.com/freenetname/f/3895077-pn-staff-a-question-for-you.html?fpart=2
I am sorry to say after 16 years isp loyality I may look else where next year but as restricted to market 1 exchange I do not have many choices.
Adam

Re: Madasfish Known billing issues regarding end of month error

Chris — Fri, 01 Oct 2010 07:34:44 GMT

Let me get someone to do some more digging into this, the fix rolled live and is currently in monitoring however from what you've said it doesn't seem to have actually fixed the issue.

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Fri, 01 Oct 2010 07:46:06 GMT

Chris
See this
http://dl.dropbox.com/u/4587680/usage.pdf
Adam

Re: Madasfish Known billing issues regarding end of month error

Chris — Fri, 01 Oct 2010 07:52:00 GMT

I'm unable to see you attachment unfortunately.
However, I've spoken to Bob and looked at your usage, and although 1st October may be showing in both months the usage will only show in one of the other.
This is due to the time the reset happens, so the first few hours of October will show in September and the rest will show as October usage.

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Fri, 01 Oct 2010 08:08:19 GMT

Ok Chris
Perhaps an email explaining this is required to all affected madasafish customers. Or a note explaining this in the usage section of my account,
I can see that this month there is a small value in oct 1 in sep usage and higher usage showing in october usage.
Adam
P.S. strange you cannot see the pdf linked to It opens on my iphone fine and on pc.

Re: Madasfish Known billing issues regarding end of month error

adamwalker — Fri, 01 Oct 2010 10:30:16 GMT

Hi Adam,
We will be communitacting with any affected customers as soon as we know that the issues which are affecting usage have been fixed (which they should be soon).
Adam
PS no joy on my machine with that pdf either do you want to try attaching the file to a ticket on your account maybe?

Re: Madasfish Known billing issues regarding end of month error

Oldjim — Fri, 01 Oct 2010 10:38:02 GMT

pdf converted to jpg

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Fri, 01 Oct 2010 10:45:02 GMT

thanks oldjim

Re: Madasfish Known billing issues regarding end of month error

Oldjim — Fri, 01 Oct 2010 10:48:30 GMT

No problem
Adam (the other one) should use a decent pdf viewer

Re: Madasfish Known billing issues regarding end of month error

pierre_pierre — Fri, 01 Oct 2010 11:21:43 GMT

you might have made it a bit bigger Jim
Win 7 screen Grab Firefox - Foxit reader 2.3

Re: Madasfish Known billing issues regarding end of month error

bobpullen — Fri, 01 Oct 2010 12:43:53 GMT

Hi Adam,
I think the fix may have worked to a certain degree. It's just the display is confusing (although I'll have to have this confirmed by a developer):
Your usage gets reset during the early hours of the 1st of each month. Usage prior to this will be attributed to the September period. Usage after this will be attributed to the October period.

Raised: Today 01/10/10 04:47
Bandwidth usage has been reset

So this should be data that was transferred before 4:47am and therefore added to September's total:

And this should be usage that was transferred after 4:47am and therefore added to October's total:

Before the fix, my understanding is that these two values were the same? I've checked our RADIUS tables for the usage between midnight and 5:00am'ish and it comes to around 8MB. The usage after this comes to around 740MB so things seems to tally up.
The only problem I can see with this is that the monthly period is now displayed as 1st-31st, when it would make more sense for it to be 1st-1st (assuming the logic the system is using now is how we want things to work?)

As mentioned, I'll have a work with our developers and see what more I can find out. At the very least, I think we need to fix the date range on the summary view.

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Fri, 01 Oct 2010 12:47:11 GMT

bob as I remember it is always shows correct month end until the 1st happens

Re: Madasfish Known billing issues regarding end of month error

bobpullen — Fri, 01 Oct 2010 12:51:31 GMT

Ah, thanks for that Adam

Re: Madasfish Known billing issues regarding end of month error

Apprentice — Fri, 01 Oct 2010 13:33:31 GMT

Hi Bob,

Quote from: adamtemp64
bob as I remember it is always shows correct month end until the 1st happens

Yes that's right and in My Account last month's usage history for me still includes some KBs for the 1st October.

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Sat, 02 Oct 2010 07:55:43 GMT

very strange results
Madasafish Max Plus Broadband Oct 01 2010 Oct 31 2010 1.01GB from the summary page
from the detail page
Oct 01 2010 245.29MB 31.88MB 277.17MB
Oct 02 2010 57.12MB 13.64MB 70.76MB

I would expect the figures to match and I know on my pc i have used over 300mb and on the new laptop downloaded a 500mb printer driver / software package plus other so the 1gb of usage in the summary looks correct

Re: Madasfish Known billing issues regarding end of month error

bobpullen — Mon, 04 Oct 2010 13:01:46 GMT

Thanks Adam, I've asked one of our developers to take another look (ref: 62170).

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Mon, 11 Oct 2010 13:52:16 GMT

Quote from: Bob
Thanks Adam, I've asked one of our developers to take another look (ref: 62170).

Any News?

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Mon, 18 Oct 2010 08:14:17 GMT

Yet another week goes by and still no information regarding the issue
Since the plusnet takeover of madasafish and the madasafish take over of globalnet things have slowly gone wrong.
I was one of the first Globalnet customers and have remained loyal, my globalnet user id was 1230 asuming they started at zero I wasa fairly early user over 15 years now.
Please plusnet treat your user base that you aquired with the level of service we were used to.( only reently going further downhill)
I see to many complaints cropping up about the level of service declining on several forums. If I was on a market 3 exchange I guess I would be off to o2 (mobile customer) but stuck on a rural mkt 1 exchange no point jumping ship (yes my choice to live where i do).
The original issue is now over 5 months old and unless the end user checks thier usage may not even know of the issue is has cost them money.
Sorry for the rant

Re: Madasfish Known billing issues regarding end of month error

Chris — Mon, 18 Oct 2010 08:35:49 GMT

Quote
The original issue is now over 5 months old and unless the end user checks thier usage may not even know of the issue is has cost them money.

From our understanding the actual issue of the usage being applied to both months has been fixed, the problem is back in development to fix a display issue where the daily summary doesn't match the monthly total.
If you're still seeing anything other than this please let us know.

Re: Madasfish Known billing issues regarding end of month error

adamtemp64 — Mon, 18 Oct 2010 09:08:26 GMT

Chris you fix one error and create another that is why I say the fault is over 5 months old. Please note we were previously told this issue was in testing so why did it not show the new issue and pevented yet more confusion .
Again poor implementation of a fix when over 6 months ago there were no issues until some system was updated then 5 months to fix only to create yet another issue? Are we expected to wait another 5 months to see a fix (we must e a dwindling number of customers so not a priority?)
dick:quote