topic Re: 16 days wait for ticket being reolved in Plusnet Feedback

16 days wait for ticket being reolved

rongtw — Mon, 28 Feb 2011 09:18:32 GMT

am totally annoyed wit PN,s ticket system and customer care, what a load of pooh
16 days ago i raised a ticket #39762056, regarding bad connection problems playing online games, streaming videos, ie BBC i player,sometimes impossible to play online or watch a peogram on i player.
originally was asked to do 3 speedtest at BT, which was done , then was asked to do some tracerts to check line , then was told 9 days later it was escalated to the correct pool.
then was told to run PN fault checker , which told me they had all information required ?
then have waited another day to be asked if my pc was connected corectly !
then 4 days later i got this morning "Cannot raise fault via BBFC as fault already processing, EPP issue, please progress."
?? what does it mean ?
sorry but am getting realy pee off now 16 days and still no sign of any attention to my fault and no help from PN
all i want is a stable line connection is this too much to ask !

Re: 16 days wait for ticket being reolved

adamwalker — Mon, 28 Feb 2011 09:27:49 GMT

Hi there,

Quote
Cannot raise fault via BBFC as fault already processing, EPP issue, please progress."

That's actually good news, it means that the fault has been reported to our suppliers. EPP, meaning end user poor performance is the 'BT speak' for the type of fault you are experiencing. Following on from here I'll make sure we give this some more attention today and I must apologise for this issue having progresses so slowly so far, I'll do all I can to get things moving.
Also I will be giving feedback to the agents that have responded to your query so far as better use of plain English would not have gone a miss here!
Adam.

Re: 16 days wait for ticket being reolved

rongtw — Mon, 28 Feb 2011 11:22:44 GMT

cheers Adam for the translation i hope its sorted soon

Re: 16 days wait for ticket being reolved

adamwalker — Mon, 28 Feb 2011 11:49:26 GMT

No probs,
I'll make sure someone has a look at it for you.
Adam

Re: 16 days wait for ticket being reolved

rongtw — Tue, 01 Mar 2011 23:02:12 GMT

update well i actually had a phone call from PN staff this evening , helpfull and polite .
outcome is it looks like a problem with my line so he said he will get in touch with BT to check maybe connection fault.
wait and see how long it takes to resolve
cheers

Re: 16 days wait for ticket being reolved

rongtw — Wed, 02 Mar 2011 07:53:32 GMT

well i got a email this morning but once again its not in plain english
"SS provided by EU suggest an issue locally, 50ms + in getting a response from router.
Likely a wireless/driver issue. Speeds are fine, PTTR:" ?
if its a wireless/driver issue it wierd as i connect thro a lan cable , then i got this
"For us to be able to progress the fault, please run a speed test illustrating the slow speeds. This will allow us to determine if the fault is still persisting. If the speed test shows normal speeds, it is possible that the issues lays locally with your computer or network. Ensure you are connected using an Ethernet cable, and that you have run a virus scan. Disable background software where possible, as some can download applications automatically. "
if they had read the posts on the ticket it points out the items the ask for have already been carried out , also i have stated i have done a HD format and total reinstall and nothing is set to auto start except ones needed by windows !

Re: 16 days wait for ticket being reolved

adamwalker — Wed, 02 Mar 2011 09:25:14 GMT

To be fair they are marked as internal comments. Just stick with the second response by the same person which is addressed to yourself.
I will of course give some feedback that the rest of the response could have been slightly better worded and that the agent could have taken more care to read the rest of the ticket. Could you run some further speed tests for us please? (using the BT speedtester). As this is our way of accountably proving the slow speeds to BT.

Re: 16 days wait for ticket being reolved

rongtw — Fri, 04 Mar 2011 07:18:50 GMT

well another few days have passed and have had no change in my connection, have had no feedback from PN to say what is happening,
have done more speedtest on bt speedtester done several tracerts .
and still yesterday i get a error from bbc iplayer insuficcient bandwith to stream >:(.
would be nice to find out what is being done by PN to find the problem .

Re: 16 days wait for ticket being reolved

adamwalker — Fri, 04 Mar 2011 09:55:19 GMT

I've replied to the ticket, just a few more bits of info needed from you for diagnostics. I can't see any issues with your speed in general though so it may be specific to streaming.
Adam

Re: 16 days wait for ticket being reolved

rongtw — Fri, 04 Mar 2011 12:54:18 GMT

cheers Adam have done test as asked , but cannot upload wireshark save file .
thanks
Ron

Re: 16 days wait for ticket being reolved

adamwalker — Fri, 04 Mar 2011 13:45:20 GMT

OK, I'll take a look again shortly what's happening when you try to upload the pcap files from Wireshark?

Re: 16 days wait for ticket being reolved

rongtw — Fri, 04 Mar 2011 19:28:08 GMT

nowt happens it just , stands still , its not on list of alowed attachments here either

Re: 16 days wait for ticket being reolved

rongtw — Mon, 07 Mar 2011 07:18:07 GMT

aparantly they cant find a fault so they have turned interleaving on, reading about this i dont know if its a good thing for gaming, but will keep you informed .
cheers
Ron

Re: 16 days wait for ticket being reolved

adamwalker — Mon, 07 Mar 2011 09:05:21 GMT

Hi Ron,
How are things with the connection today? PS do let me know if this seems to fix the report issues but cause you problems with gaming and I'll see what I can do.
Adam

Re: 16 days wait for ticket being reolved

rongtw — Mon, 07 Mar 2011 22:18:41 GMT

well its ,,,,,,,,,,,,,,,, same still get kicked for high ping occasionally, but servers are same as friends playing on and they dont have same prob ? some in uk some in sweden and holland its only me who has prob ,
have done wireshark captures and get loads of reds ?? so how do i upload for you to check
cheers
Ron

Re: 16 days wait for ticket being reolved

adamwalker — Tue, 08 Mar 2011 09:21:25 GMT

Sorry to hear that this is still a problem. I'm going to send you a PM with an e-mail address to send the data captures to.

Re: 16 days wait for ticket being reolved

rongtw — Tue, 08 Mar 2011 20:43:14 GMT

Cheers Adam have emaild the captures.
one thing is the support team for some reason belive i have another new Router ?, the one i have have now is the second one which they sent me 3 month ago ??, or have they sent another or just confused

Re: 16 days wait for ticket being reolved

orbrey — Wed, 09 Mar 2011 10:14:08 GMT

I've just had a look, I think he's saying that the line is testing fine but interleaving is still on, which can increase ping times - now the line's stable do you want us to turn that off for you?

Re: 16 days wait for ticket being reolved

rongtw — Wed, 09 Mar 2011 17:36:02 GMT

cheers Adam , yes i think is best to turn it off .
will keep you informed
Ron

Re: 16 days wait for ticket being reolved

adamwalker — Thu, 10 Mar 2011 16:39:23 GMT

Hi Ron,
I'm getting someone to look over the capture logs with me soon. With regards to interleaving I'll place an order now to get that turned off. It should take about 72 hours over all.