topic Re: Ticket Response times in Plusnet Feedback

Ticket Response times

ian22red — Thu, 10 Mar 2011 13:28:56 GMT

Hi,
Been with PN for a number of years and never had any problems, but is it like insurance you only know how good the company is when something goes wrong?
I have really bad broadband speed after changing to an "upgraded" product. Raised the call on the 1/3 eventually got an update one the 7/3 saying they would get BT to reset the line. There has been no difference and now on the 10/3 after a number of requests for updates I am still waiting to hear.
It would be nice to think you wont let yourselves be beaten on service as well as cost.

Re: Ticket Response times

orbrey — Fri, 11 Mar 2011 14:28:18 GMT

Hi there,
I can see the ticket's been picked up and is currently sat with you for availability for an engineer appointment due to the SNR reset not helping. If you reply to the ticket letting us know when you're available we'll get this booked, alternatively if you post here with times I'll add them to the ticket for you and nudge the faults team to book the appointment for you.

Re: Ticket Response times

ian22red — Fri, 11 Mar 2011 15:27:15 GMT

Hi Matt,
I have replied back to the text and updated the call details but to triple check I will also say here I am available for both slots on Monday 14th and Tuesday 15th.
I think the call was only picked up because I gave up waiting for an electronic response and got on the old dog and bone last night.

Re: Ticket Response times

adamwalker — Tue, 15 Mar 2011 13:14:35 GMT

Hi there,
I've just checked and can see that we have an appointment booked in for tomorrow for you. Please let us know how things go and I'll ensure we chase up any updates needed after the visit.

Re: Ticket Response times

ian22red — Thu, 17 Mar 2011 21:44:59 GMT

Hi,
Yes 2nd BT engineer has been and now have a reasonable broadband speed and a working telephone. Original problem appears to have been with some BT Highway wiring from about 10 years ago. Since then I can't seem to get any stability out of my Netgear router LCP error, it seems to renegotiate but none of the connected PC can get Internet access a reboot or power off always fixes the problem. so I have requested if a replacement router can be sent through.
One questions after the orginal visit the BT engineer spoke to "someone in Chester who did something" and my available line speed was showing as over 15mb down and almost 9 upstream. Then may be because of the continuing fault this dropped back again to about 7 and 0.5. Am I ever likely to see those figures again and is there any chance that I could get close to that speed on my "up to 20Mb"
Thanks

Re: Ticket Response times

adamwalker — Fri, 18 Mar 2011 11:21:40 GMT

Sounds good so far, one thing that concerns me though is that your connection logs show a lot of disconnections. Is there anything you're aware of that might be causing that?

Re: Ticket Response times

kihon — Fri, 18 Mar 2011 12:20:03 GMT

Hi,
Whats the expected response time for tickets please? When I submitted one, it claimed response times were just over a day, but each time I update the ticket, I get no response until I call up tech support.
Thanks

Re: Ticket Response times

ian22red — Fri, 18 Mar 2011 15:36:34 GMT

Yes lots of connection issues, I am having to reboot the router to reconnect which is what I think you are seeing. Plus today quality of the phone has really dipped, almost impossible to use because of noise on the line. So I am just about to put the phone in the test socket and if no improvement will be updating the call.

Re: Ticket Response times

ian22red — Fri, 18 Mar 2011 15:51:24 GMT

Quote from: kihon
Hi,
Whats the expected response time for tickets please? When I submitted one, it claimed response times were just over a day, but each time I update the ticket, I get no response until I call up tech support.
Thanks

Based on my experence if you want any level of response relating to a support ticket you have to get on the phone and speak to someone. Otherwise it will sit there for days.

Re: Ticket Response times

adamwalker — Mon, 21 Mar 2011 09:14:02 GMT

Quote
if you want any level of response relating to a support ticket you have to get on the phone and speak to someone. Otherwise it will sit there for days.

Yes, we're open about this being the case, we realise it's not ideal but it's what we're facing at the moment. Please see http://portal.plus.net/supportpages.html?a=212 for any relevant stats relating to CSC response times.

Quote
lots of connection issues, I am having to reboot the router to reconnect which is what I think you are seeing

That's a problem, you should never need to reboot your router to reconnect, it should do that for you. Also the problem with so many forced disconnections is that it will be lowering your connection speeds. Have you been able to try an alternate router at all?

Re: Ticket Response times

Kelly — Mon, 21 Mar 2011 13:36:06 GMT

Quote from: ian22red
Plus today quality of the phone has really dipped, almost impossible to use because of noise on the line. So I am just about to put the phone in the test socket and if no improvement will be updating the call.

You will never have a stable net connection if you are getting lots of noise on the phone line. Need to get that fixed first.

Re: Ticket Response times

ian22red — Tue, 22 Mar 2011 21:50:48 GMT

The line should now be fixed after three BT engineer visits - although they have said that after each visit. It's stable for over a day and then I get synch issues and the only thing to fix the problem is a router restart. I have requested whether another router can be shipped? My speed has been dropped again today. I will await a response to my request via the online method as I don't have any time to get on the phone for the next couple of days.

Re: Ticket Response times

adamwalker — Mon, 28 Mar 2011 08:35:52 GMT

ian22red,
I'm sorry about the delay in getting back to you. I can see from the tickets on your account that things have been resolved and a router was dispatched towards the end of last week. Did that reach you OK and have you tried it yet.

Re: Ticket Response times

ian22red — Fri, 01 Apr 2011 21:21:20 GMT

Quote from: _Adam_Walker_
ian22red,
I'm sorry about the delay in getting back to you. I can see from the tickets on your account that things have been resolved and a router was dispatched towards the end of last week. Did that reach you OK and have you tried it yet.

Hi Adam,
Router arrived next day so some of your processes work really well thanks. I haven't tried it yet because I've been waiting for a "router outage" and it's been solid for over 9 days now. I also didn't want to switch the router off because I was worrried it would have an effect on the speed analysis. However after 9 days I would have expected my broadband speed to increase, it's actually slower than when I was on the previous product and I had the line issues. Should I expect it to increase, and if so what timescale should I expect this to happen?
Thanks
Ian

Re: Ticket Response times

spraxyt — Fri, 01 Apr 2011 21:59:08 GMT

What are your router stats now? Can you post them here?
If the sync speed is very low but noise margin is high it will probably be necessary for you to restart the router (preferably during daylight hours) to increase the sync speed. Check router stats again to see if sync speed has increased, speed test results will not improve until your IP Profile increases.
If you need to restart the router, disconnecting from Plusnet first is recommended (using the router's web interface), then switch off the router. Wait a couple of minutes then switch on again and if necessary reconnect to Plusnet. But don't do that twice in a short time.

Re: Ticket Response times

ian22red — Sun, 03 Apr 2011 12:18:33 GMT

Hi,
Took the opportunity to replace the router with the new one supplied by PlusNet.

The original Netgear router was
Bandwidth (Up/Down) [kbps/kbps]: 439 / 6,653
Line Attenuation (Up/Down) [dB]: 6.0 / 22
Noise Margin (Up/Down) [dB]: 17 / 25

Stats for the new router are below.

Link Information
Uptime: 0 days, 0:05:35
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,116 / 17,200
Bandwidth (Up/Down) [kbps/kbps]: 443 / 6,648
Data Transferred (Sent/Received) [kB/kB]: 788.00 / 372.00
Output Power (Up/Down) [dBm]: 12.0 / 18.0
Line Attenuation (Up/Down) [dB]: 12.0 / 22.5
SN Margin (Up/Down) [dB]: 28.5 / 20.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 32 / 0
HEC Errors (Up/Down): 7 / 0

Re: Ticket Response times

spraxyt — Sun, 03 Apr 2011 12:44:06 GMT

Those stats (Netgear and Thomson) suggest the DLM has put you on a banded 3328-6656kbps profile, presumably due to the disconnections you had before the engineer visit.
If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests.

Re: Ticket Response times

bobpullen — Sun, 03 Apr 2011 20:07:53 GMT

Quote from: spraxyt
If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests.

I've just requested the banding is removed.

Re: Ticket Response times

ian22red — Thu, 07 Apr 2011 21:25:32 GMT

Quote from: Bob
Quote from: spraxyt
If Plusnet can get banding removed on Monday you should see substantially increased sync speed. However IP Profile would need to increase to suit before you see that on speed tests.

I've just requested the banding is removed.

It's looking good at a steady 12Mb, details below.
Three questions for future reference or for anyone searching the thread.
Should the banding have been removed automatically or do you have to be technically competent to know what to ask for?
Does the banding just effect downstream, or is there a separate upstream banding, because there has been no improvement in upload speed?
Should I be worried by the large number of "Error seconds?"
Thanks
Link Information
Uptime:
0 days, 22:47:44
DSL Type:
G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]:
1,216 / 16,464
Bandwidth (Up/Down) [kbps/kbps]:
443 / 16,472
Data Transferred (Sent/Received) [MB/MB]:
108.02 / 489.11
Output Power (Up/Down) [dBm]:
12.5 / 20.0
Line Attenuation (Up/Down) [dB]:
12.0 / 22.5
SN Margin (Up/Down) [dB]:
30.0 / 6.0
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
4 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
65,539 / 0
FEC Errors (Up/Down):
0 / 0
CRC Errors (Up/Down):
0 / 1,472
HEC Errors (Up/Down):
0 / 3,998

Re: Ticket Response times

spraxyt — Fri, 08 Apr 2011 00:38:46 GMT

The DLM would probably have removed the banding eventually, but I think that would require no disconnections/router restarts over a period of perhaps 2 weeks.
For recognising banding clearly it helps if one knows what the banding ranges are, and the symptoms to look for.
Your upstream isn't banded, as is normal you have been provisioned with a capped upstream service of 448kbps. You can raise a ticket to request this be uncapped if you want to. See post here.
I think the number shown for upstream Error Seconds is one of the "magic numbers" that the router is partial to - I doubt it will casue ill effects.