topic Re: PlusNet broken promises in Plusnet Feedback

PlusNet broken promises

Marker — Thu, 03 Feb 2011 10:51:27 GMT

Changed from Pipex in October 2010.
Promise 1 broken: Three months free. Plus net started charging straight away. O.K. It is cheap enough but not good enough to offer a free period and not deliver.
Promise 2 broken: More megabytes. What a joke! With Pipex I could at least watch snippets of film on U-Tube. With PlusNet I just get long buffering gaps. Invoicing states 10 megs. Actual service less than o.4 megs on a good day. And they are going to charge me £25 to leave this crummy service!

Re: PlusNet broken promises

Oldjim — Thu, 03 Feb 2011 11:00:30 GMT

I am sure that the 3 months free will be sorted out.
Regarding the rest of your complaint
The product you are on gives 10GB usage not speed.
In your other post http://community.plus.net/forum/index.php/topic,90720 you have been advised that your speed is far too low and asking various questions which you didn't respond to.
Have you raised a fault yet

Re: PlusNet broken promises

Marker — Thu, 03 Feb 2011 12:52:53 GMT

Many thanks for your response. I am sorry I did not see the previous replies.
I have two phone lines to the house. One is dedicated to broadband via a previously existing D-Link ADSL router. It has a filter and is very close to the incoming BT wall socket. We did have a fax machine attached when we were with Pipex but have removed it for now.
It may be relevant that we had a complete breakdown around the time of the changeover and a BT engineer fitted a new connection box high on the outside wall of the house. I can't recall whether it was before or after the change from Pipex to PlusNet
Curiously the speed has doubled this morning. I have just done a test and got 1.1 megs fantastic! Or is it a function of the time of day? After various enquiries I have been advised that distance from the exchange is the problem. This does not explain the dramatic reduction in speed after changing from Pipex to PlusNet does it?
I will be delighted if you can do anything about this issue.
Mark Mercer

Re: PlusNet broken promises

Oldjim — Thu, 03 Feb 2011 12:57:44 GMT

Absolute rubbish
With the reported attenuation of 46.5 you should be seeing much faster speeds than that
There is a problem.
I suggest raising a speed fault but before doing that can you provide the stats from the router - noise margin, speeds and attenuation - when using the test socket. This tells you how to get them http://www.kitz.co.uk/adsl/frogstats.php

Re: PlusNet broken promises

Marker — Thu, 03 Feb 2011 17:01:56 GMT

Plugged in direct socket.
Router stats SNR 18,18 Line Attenuation 47,31 Data Rate 1147,448
Commercial rate test - around 600 down 380 up.
Does this look OK?
Thanks for your help

Re: PlusNet broken promises

adamwalker — Thu, 03 Feb 2011 17:24:11 GMT

Marker,
Apologies re the offer there seems to have been a problem with the processing of your referral, I've discounted the next 3 months of broadband subscription for you.
With regards to speeds I'm going to advise that you have a look at the traffic management tables listed here:
http://www.plus.net/support/broadband/speed_guide/download_speeds.shtml
If this does not offer a clearer explanation then I'd advise going to http://faults.plus.net to report a problem.
Please let me know if you decide to go for the latter option as I'll make sure it's handled properly for you.

Re: PlusNet broken promises

Oldjim — Thu, 03 Feb 2011 17:32:00 GMT

With that sync speed your IP profile is almost certainly 750 kbps which explains the speed test result.
You can check it here https://portal.plus.net/my.html?action=data_transfer_speed where it says current line speed
You need to raise a fault

Re: PlusNet broken promises

Marker — Thu, 03 Feb 2011 18:06:49 GMT

Thanks guys
I have raised a fault and will await developments.
Mark

Re: PlusNet broken promises

adamwalker — Fri, 04 Feb 2011 10:05:24 GMT

I'll keep an eye on your fault ticket and make sure you get a response today.

Re: PlusNet broken promises

Marker — Tue, 08 Feb 2011 23:41:06 GMT

Many thanks.
I have been using the web by the direct connection and am now getting double the speed I was before - up to 1 meg at times.
Will experiment with the cover back on the BT box next.
Kind regards
Mark Mercer

Re: PlusNet broken promises

adamwalker — Wed, 09 Feb 2011 10:17:20 GMT

Good to hear, by direct connection do you mean connecting the PC to the router via an ethernet cable rather than wireless?

Re: PlusNet broken promises

Marker — Mon, 14 Feb 2011 20:36:04 GMT

By direct connection I mean I took the top off the BT wall socket (as advised) and plugged the filter into the inner socket.
Following an email from Plus Net (14the Feb) I have just tested and recorded a download speed of 1.983 megs.
Am absolutely delighted!

Re: PlusNet broken promises

adamwalker — Tue, 15 Feb 2011 15:39:38 GMT

Good stuff Marker nice to hear, don't hesitate to give me a headsup if you have any other problems with your connection (here's hoping you don't!)