topic Re: New Customer waiting for activation in Plusnet Feedback

New Customer waiting for activation

IainDevine — Thu, 12 May 2011 17:10:40 GMT

Hello
I have been waiting since 23 April to get a service. Plus net have been pretty uncommunicative. The order tracker is next to useless. Lots of green ticks which involves my money being taken then the due date disappears. Lots of unanswered emails.. When the policy is to turn an answer around in hours but nothing. I finally resort to telephone call and wait 7 mins ( not the 2 mins they claim is an average) to be answered by someone who didn't know what was going on. To be fair he did call me back.. With the answer no capacity @ BT on the card... Next day the hot potato goes to another team... They do nothing for a couple of days and finally say the card @ BT is broken. Old support trick to improve stats. They close the call and restart the clock... I guess they expect me to wait another 5 days .... What a scam...
Mu question is... Is this normal ?

Re: New Customer waiting for activation

phil4 — Thu, 12 May 2011 17:30:56 GMT

If the issues are around BT capacity, then any ISP that uses BT (ie. a lot of them) will give you the same problem.
How PN deal with this is a different matter. You'll always see posts here as either very positive, or very negative. The majority that it works well for, usually don't bother to post here.
I suspect the overriding reason you're getting the runaround is simply that PN can't force BT's hand and BT are messing around.
Over the past year or two I've had the pleasure of dealing with a few ISPs, and so far PN have been the best (well almost, but when you pay £200,000 per year for your internet, you do would expect service, so perhaps PN pro-rata were the best).

Re: New Customer waiting for activation

adamwalker — Fri, 13 May 2011 08:59:46 GMT

Hi Iain,
Sorry to hear that you've had issues with your order and feel that communication is lacking.
It looks like some ownership would help here, passing queries from the call centre to a more specialised provisioning team is our usual practice to deal with such things but I don't mind dealing with this as I have experience in that area.
Bear with me and I'll keep you updated as to how I get on with this.
Adam.

Re: New Customer waiting for activation

hassall — Thu, 19 May 2011 12:58:10 GMT

My experience is that communication from plusnet is appauling so don't take it personal.

Re: New Customer waiting for activation

adamwalker — Thu, 19 May 2011 13:20:42 GMT

halsall, FYI I've replied here: http://community.plus.net/forum/index.php/topic,95945.0.html

Re: New Customer waiting for activation

IainDevine — Fri, 20 May 2011 08:24:01 GMT

So I am connected and on the date Adam said it would be.. A personal thank you to you
Just need to get the 20MB service I am paying for rather than the 8mb that was delivered to get me going.

Re: New Customer waiting for activation

IainDevine — Fri, 20 May 2011 08:36:17 GMT

So I am that type of person who checks what I get.. Can't help it. So I fire up the broadband tester .. wired to my router... 1.9M download. ... The ignomy being its the worst performance in my local area according to the helpful Google Map. So Come on ... I know less than a ten quid a month is an ok price ... but this is a quarter or the MINIMUM expected. You should only be charging 2.50 at best for this throughput.

Re: New Customer waiting for activation

Oldjim — Fri, 20 May 2011 08:41:36 GMT

Please post your router stats - noise margin, speeds and attenuation
Also the result of a BT speedtest and the current line speed from https://portal.plus.net/my.html?action=data_transfer_speed

Re: New Customer waiting for activation

jelv — Fri, 20 May 2011 08:52:45 GMT

Remember that the speeds on both 20CN (8Mb) and 21CN (20Mb) are "up to" and will depend on how far you are from the exchange. The attenuation in the router stats that Jim has asked for will give a good idea of the speeds you can expect. If you are too far from the exchange your speed when you are moved to 21CN could be little better (and could be worse) than you are seeing at the moment.

Re: New Customer waiting for activation

adamwalker — Fri, 20 May 2011 09:09:48 GMT

Hi there,
I've just replied to your ticket, as the chaps here have mentioned already we don't charge differently for a a 20CN or 21CN connection as we endeavour to provide you with the fastest available connection.
Also, please bear in mind that there is a 10 to 14 day line training period where your speeds may increase.
I have raised an order to upgrade your line to 21CN but as mentioned there were capacity issues last time so there probably will be again with this. However I will do my best to keep you posted as to how it goes.

Re: New Customer waiting for activation

IainDevine — Fri, 20 May 2011 13:51:07 GMT

Phone exchange:
CHISWICK
Estimated line speed:
7Mb (Accurate to within +/- 1Mbit) - Checked on 2011-04-23 16:39:23
Current line speed:
7.15 Mb
The 1.9 was this morning at home directly wired to the router which is directly into wall socket coming into the house. House is less than a mile from the exchange.
So take of 1 mbit for accuracy is 6mbits ... I am getting 1.9.. 1/3 of what I should..
When I signed up it said " Congratulations.... you can get between 8 and 15Mb on this line" Sort of think that is a commitment to at least 8.. and I am not getting 2..

Re: New Customer waiting for activation

phil4 — Fri, 20 May 2011 13:59:06 GMT

As your line speed is 7, and you are only getting 1.9 it would really help as OldJim has already mentioned to:
"Please post your router stats - noise margin, speeds and attenuation
Also the result of a BT speedtest http://speedtester.bt.com and the current line speed from https://portal.plus.net/my.html?action=data_transfer_speed"
It could well be you have a 7Mb connection, it's just the speed test site you're using is naff.

Re: New Customer waiting for activation

pierre_pierre — Fri, 20 May 2011 18:55:59 GMT

dont thing the BT test works in the first ten days, could be wrong though

Re: New Customer waiting for activation

Strat — Fri, 20 May 2011 19:40:24 GMT

You are...it does
Well it did today.

Re: New Customer waiting for activation

pierre_pierre — Fri, 20 May 2011 19:43:12 GMT

long time since I had to try it, thought I had seen that comment very recent

Re: New Customer waiting for activation

Strat — Fri, 20 May 2011 19:47:42 GMT

I ran one on my daughter's which has just gone live on PN last night.
Maybe something added during the recent revamp.