topic Re: Max premium trial for a month in Plusnet Feedback

Max premium trial for a month

StephenF — Thu, 12 May 2011 13:04:34 GMT

http://www.plus.net/support/broadband/products/max_premium.shtml
Hi,
I just called your customer service centre where i talked to a guy about adding this to my account but i only wanted to try it for 1 month, and pay for that 1 month and then have it removed after it finished, because i wished to try it before i commit to a consistent monthly bill for the product.
After a bit of messing around he informed me that max premium was already active on my account. I explained to him i don't understand how that can be possible since i only pay £25 a month for my unlimited connection, and i only recieve speeds of 0.37kb/s upload.
We debated a little bit and he decided the best option was to put me through to technical support, where i was informed that the upload cap cannot be removed from my account because i have an unlimited connection, and for them to remove the upload cap i would need to go for plusnet extra which would remove the unlimited bandwidth usage on my account, and restrict me to 60gb a month which is completely useless to me.
So i am posting here to ask for a bit of clarification since both the people i talked to told me different things. I require the extra upload for my stream, if i get a capped limit then my streaming time will be extremely limited, thus defeating the entire purpose of the extra upload.
Thanks
-Mr loyal customer Steve

Re: Max premium trial for a month

adamwalker — Thu, 12 May 2011 13:31:28 GMT

Hello there Steve,
I've just had a look at your account and have run some additional checks. From which I can conclude that you don't currently have Max Premium so sorry for any confusion on that front.
With regards to the rest of what you were advised officially we never did provide Max premium for unlimited customers, however I don't mind adding it in your case as it sounds like you may benefit from it.
I'll raise an order now for you which should complete tomorrow.

Re: Max premium trial for a month

StephenF — Thu, 12 May 2011 13:57:36 GMT

thanks a lot i really appreciate it!

Re: Max premium trial for a month

adamwalker — Thu, 12 May 2011 15:39:28 GMT

No problem, I can now confirm that your order is now placed for Max Premium and should go through tomorrow.

Re: Max premium trial for a month

adamwalker — Fri, 13 May 2011 10:33:47 GMT

StephenF,
Just confirming that I've checked the order and it's gone through fine, how are things looking from your side?
Adam.

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 11:36:28 GMT

Hi!
Just set up my stream with the new settings and it looks great! I can't push the bitrate past 420 because it throttles the bandwidth which means i get disconnected from the game i'm trying to stream or it's unplayable, however it looks a hell of a lot better than it did.
thanks for your help!

Re: Max premium trial for a month

adamwalker — Fri, 13 May 2011 11:42:19 GMT

Good stuff! let me know if you hit any problems with this.

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 12:22:51 GMT

I'm receiving 0.70mb/s upload according to speedtest.net is that about right? just curios as I don't know the math ^_^

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 12:32:29 GMT

also since about 20 minutes ago i have received 3 disconnects, never usually get disconnects. is this just the line stabilizing after the upgrade or is there an underlying issue? thanks
edit: 5 dc's now was fine for about an hour when i first started stream testing, just seems to be dying now for some reason
edit again: it seems to very persistent, just had the 6th dc. requires a router reset to fix

Re: Max premium trial for a month

jelv — Fri, 13 May 2011 12:58:40 GMT

Quote from: StephenF
I'm receiving 0.70mb/s upload according to speedtest.net is that about right? just curios as I don't know the math ^_^

That's the correct speed for upload. I'm not getting any disconnects on Max Premium so I guess it's down to your line. Could you post the full router stats please.

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 13:15:00 GMT

i'm not sure how to get those, im on a dg834g

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 13:15:51 GMT

WAN PPPoA 3184 3635 0 517 2209 00:22:54
LAN 100M/Full 4036 4608 0 2297 722 00:23:05
WLAN 11M/54M 1039 259 0 172 22 00:23:26
ADSL Link Downstream Upstream
Connection Speed 8128 kbps 832 kbps
Line Attenuation 11.0 db 5.5 db
Noise Margin 9.5 db 11 db
i found this

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 13:28:10 GMT

adam if you read this and you want to let me know something could you call me if possible? it's really difficult to get back on the forum before it disconnects me

Re: Max premium trial for a month

jelv — Fri, 13 May 2011 13:30:17 GMT

Those are what I was after. There's nothing in there that indicates why you are getting problems - those figures all look fine.
When you get the lockouts can you still see the router?
Are you using wired or wireless? If wireless you need to check if the lockouts affect a wired connection.
Are you running the latest version of the router firmware? (you'll need to know which version of the DG834G you have - it will be on the label underneath)

Re: Max premium trial for a month

jelv — Fri, 13 May 2011 13:33:04 GMT

For comparison here's my stats from a DG834 (v1):
System Up Time 232:36:58
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 5108116 6347404 0 752 929 220:11:24
LAN 10M/100M 6834591 5529193 0 3066 973 232:36:53
ADSL Link Downstream Upstream
Connection Speed 8128 kbps 832 kbps
Line Attenuation 20 db 6.5 db
Noise Margin 10 db 15 db

Re: Max premium trial for a month

StephenF — Fri, 13 May 2011 13:39:03 GMT

Yeah im on the dg834g v5 wired connection. it seems to be stable again now but i don't know how long for.
I appreciate your help though thanks a lot
also yes i can still see the router during lockouts and connect via default gateway address

Re: Max premium trial for a month

StephenF — Sun, 15 May 2011 11:27:38 GMT

just an update this issues seems to be resolved, i'll let you know if it goes down again but besides the 10 or so disconnects i received the day it got activated, it has been fine

Re: Max premium trial for a month

StephenF — Sun, 15 May 2011 20:03:43 GMT

I am just curios is it possible to push my upload further still to increase quality?

Re: Max premium trial for a month

StephenF — Mon, 16 May 2011 00:53:43 GMT

what's frustrating is if i could just push only 100kbps more out of my upload without killing my downstream, i could get the quality im aiming for but i just dont know if its possible on these lines. upload in general is an issue in the UK and i have no idea why

Re: Max premium trial for a month

adamwalker — Mon, 16 May 2011 13:56:52 GMT

Hi Steve,
What are you actually getting from your upstream at the moment?