topic Re: Is this Priority service? in Plusnet Feedback

Is this Priority service?

msmith — Mon, 05 Mar 2012 22:15:37 GMT

I raised a follow up ticket, Question #51177185 regarding poor broadband performance back on the 20th of January (the tickets still open).
Since then I've had 2 BTO Engineer to site, and that has resulted in my router now connecting very reliably at over 4Mb/s since the beginning of February.
My "good honest" broadband performance (data throughput) during the evenings is still poor.. and most evenings it's barely usable.. I might watch a you tube clip at it's lowest settings if I give it a head start!

This said between 1:30am and around 4:30pm most days (when I'm sleeping or working!) it looks like this..

Before I post the entire fault log on the forum.. Why do you appear to be unable to resolve this, and why does it take 3 days for any form of response via the ticket system.
When I call, I'm told it's with your priority escalation team and something will be done..
What appears to happen, is the ticket gets updated telling me somethings getting reset or a requests been made to one of your suppliers (that I cannot speak to directly) and I should retest and update if I still have problems..
after over a month I'm fed up retesting!
Please look into this as i feel there are some lessons that could be learned, particularly with regards to communicating with customers.
and fix my broadband Issue, to think I'm paying for a pro prioritized service and this is what I get.

Re: Is this Priority service?

jojopillo — Tue, 06 Mar 2012 09:23:28 GMT

HI msmith,
Sorry to hear this has dragged on. Sadly it doesn't seem like a simple solution. I'll work with the faults team to get a resolution and see if I can get you some more updated information later today.
Jojo

Re: Is this Priority service?

orbrey — Wed, 07 Mar 2012 08:58:16 GMT

Hi msmith,
Really sorry about the delay on this, I can see we're awaiting an update from our suppliers as to the latest on the fault. I've just asked one of our faults agents to chase for this, and will update you as soon as we know more about what's happening.

Re: Is this Priority service?

msmith — Thu, 08 Mar 2012 19:49:54 GMT

I'm still getting txts from you telling me your waiting on information from your supplier (somewhat Ironic when your all part of BT group), so I'm still waiting..for your supplier to complete diagnostic checks on my line.. even when they've had two engineers at my home running tests.. what sort of tests are they running?
I still can't get a reliable connection..

Re: Is this Priority service?

orbrey — Fri, 09 Mar 2012 13:58:02 GMT

They're currently looking at where the fault might be in the network and are asking you to run a specific BT speed test that will bypass our side of the network completely. I've added details on how to do that to your ticket, but if you could let us know when the test's done and what the results were we'll push it back for more investigation straight away.

Re: Is this Priority service?

msmith — Mon, 12 Mar 2012 22:45:28 GMT

Matt,
The test fail's to complete.. Java cache errors from the console..I called support tonight, we still couldn't get it to work..
tried reconfiguring dns all sorts.. I'm not a construction worker (no offense to any who read this) I've worked in IT for over 28 years! over half that time in unix and network support.
I just feel this is being stalled.. and frankly I dont want this level of performance till the exchange gets upgraded in August..
See this..
http://www.speedtest.net/results.php?sh=4d81167b496c594d78972bc33a6a6bc8&ria=0
I simply cannot get the bt speedtest to complete when i'm connected to BT's network directly!
I've tried different browsers (i.e, Firefox,safari), different O/S (Macosx and Windows 7), different windows systems (netbook and desktop), different JVM versions!! and still no joy..
from where I'm sitting this is not going anywhere, you guys may be texting different support teams in different parts of the BT empire! or via a web chat! but it's not having any impact on what I'm seeing... you are failing to move this forward..
you've now asked me on the 1st, 9th and 12th of March to run the same test again.. the results from my end have not changed!
somebody once said the definition of insanity was doing the same thing twice and expecting a different outcome..
the diagnostics wont work from my end whilst connected to BT directly please find another way to move forward.
How many times must I run speedtests.. get somebody to the exchange and work it out from there or try a tpm and get this line on a different dslam rack, at this speed this is not fit for purpose!
Note: lets not forget this was not an Issue before 6th of January! So what's changed? (it may not be at my end!)

Re: Is this Priority service?

msmith — Sat, 17 Mar 2012 20:39:57 GMT

outstanding help so far.. in another 3 days my ticket will have been open with you for 2 months!!
Tonight broadband performance has peaked..

I'm getting at most less than 3Kbps ... Kbps!! Royal Mail are faster!
Are you planning to compensate for your inability to resolve this issue?
you've put my ticket on Hold.. Why? does this help your stats!
I still have a pretty big Issue. I have good honest Broadband from Yorkshire which isn't fit for purpose.

Re: Is this Priority service?

msmith — Sun, 18 Mar 2012 09:24:01 GMT

http://www.speedtest.net/result/1841031358.png
Spoke to your help desk last night.. very nice man apologised for not being able to understand my problem..(PC triage) said all he could do was up date my ticket. Since resolution appears to be with one agent who's currently not available..
Presumably your SLA with your provider doesn't cover weekends!
Makes a mockery of your entire support structure..
What is going on.. Why can YOU not update me on what YOUR supplier is doing to RECTIFY this ISSUE!!!

Re: Is this Priority service?

pierre_pierre — Sun, 18 Mar 2012 11:42:49 GMT

You still havnt done the test that Matt wants, and it would help if we could see the BT test picture, it is so small and blurred.
See the bottom of the screen about additional tests

Re: Is this Priority service?

jelv — Sun, 18 Mar 2012 11:54:25 GMT

Which exchange are you on?
With an IP Profile of 3.5Mbps and the fact that in your first post you said that in the middle of the night you were getting close to that speed to me it's pointing to an exchange issue.
Just one other possibility, do you connect to the router wired or wireless? If wireless, have you tried wired?

Re: Is this Priority service?

msmith — Sun, 18 Mar 2012 17:59:25 GMT

Quote from: pierre_pierre
You still havnt done the test that Matt wants, and it would help if we could see the BT test picture, it is so small and blurred.
See the bottom of the screen about additional tests

The test that Matt wants I cannot get to run I've been on the phone with plus net support trying to get a successful run.... the Java application fails to redirect.. all of this was documented on the ticket ages ago.
That said Whilst connected to BT directly as the third test requests.. I did manage to get several of the first test to complete.. these ran, but the redirect took me back to the first test and not test 3.
I'm sure the plus net guys have access to these test but I copied the information onto the support ticket from the console output.
The tests show a throughput way below the Line capability..
"basic: Applet started
basic: Told clients applet is started
Performing BETest(15000,TAP1,15,4)
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.7056959532736218 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.5231082780555566 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.5836265564731709 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.018594733239309935 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.7056959532736218 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.5231082780555566 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.5836265564731709 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.018594733239309935 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
Download : 615
Performing BETest(15000,TAP1,15,4)
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.3185623429967366 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.9481745117695225 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.3449802989409705 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.10457291622799858 with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/ with proxy=DIRECT
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.3185623429967366 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.9481745117695225 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.3449802989409705 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
network: Connecting http://217.32.105.70:7778/download/file/testdata.dat?test=BETEST&random=0.10457291622799858 with cookie "JSESSIONID=FCB5C6AEEB5CE3F18C25FFA12A238D87"
Download : 747
basic: Applet started
basic: Told clients applet is started
Performing BETest(15000,TAP1,15,4)
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.8099480561219984 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.11737847542724922 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.6107417019612278 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.3812034692621309 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.11737847542724922 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.8099480561219984 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.6107417019612278 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.3812034692621309 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
Download : 682
Performing BETest(15000,TAP1,15,4)
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.6968038600833832 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.725857522486597 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.4573541353526076 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.8593820366301895 with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/ with proxy=DIRECT
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.6968038600833832 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.725857522486597 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.4573541353526076 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
network: Connecting http://217.35.209.210:7778/download/file/testdata.dat?test=BETEST&random=0.8593820366301895 with cookie "JSESSIONID=C826B286F972EB2D4464C40CDC23196F"
Download : 559"
Download is in Kbps

Quote from: jelv
Which exchange are you on?
With an IP Profile of 3.5Mbps and the fact that in your first post you said that in the middle of the night you were getting close to that speed to me it's pointing to an exchange issue.
Just one other possibility, do you connect to the router wired or wireless? If wireless, have you tried wired?

Eaglesham exchange.. all tests are wired. I agree it's likely an exchange Issue.. but why two months to get to the bottom of it, the only urgency this has seen is since I put a public posts here.. but then it might just be coincidence I have no visibility of the internal escalation procedures.
I'm sure you can appreciate that after 2 months this is very frustrating!