topic Re: Incorrect guide!? in Plusnet Feedback

Incorrect guide!?

Finguz — Thu, 21 Feb 2013 19:08:14 GMT

On the "we're processing your order" page is a link for more information, and upon clicking said link it opens to reveal more info and several other links. One of these links is titled " Plusnet Fibre Install Guide " and details the setup procedure for a Netgear WNR1000.
Elsewhere on your website I saw that, as a Fibre customer, I would receive a TG582n router...
If the install guide is incorrect it would maybe be a good idea to change it, and also in several places I have noticed it mentions that the TG582n comes with 4 ethernet ports when in fact it's only going to have 3 if used for Fibre.
Just a couple of things I've noticed since signing up a short while ago.
http://www.plus.net/support/hardware/welcome_pack_fibre.pdf <-- this seems to be a tad out of date too :s
These errors are certainly not inspiring confidence.
Edit: Thanks for putting this is right place Jim, much appreciated!

Re: Incorrect guide!?

orbrey — Fri, 22 Feb 2013 09:22:35 GMT

Thanks for pointing those out, I'll get them raised internally to get sorted.

Re: Incorrect guide!?

Finguz — Fri, 22 Feb 2013 09:49:14 GMT

You're welcome Matt ( no pun intended )!
If it helps to avoid needless calls to support, it will only improve the response time should I ever need support
Incidentally, could I possibly direct your attention towards Question ID 66182887, if you're still lurking.

Re: Incorrect guide!?

orbrey — Fri, 22 Feb 2013 10:51:05 GMT

I'll take a look now and update shortly, I am indeed still lurking (kind of fun to think that I'm a professional lurker tbh )
EDIT: And answered

Re: Incorrect guide!?

Finguz — Fri, 22 Feb 2013 11:15:07 GMT

Hmm, that's odd, it's not showing as answered to me?
I still see..
21 Feb 2013 66182887 Awaiting support team answer ViewClose

Edit: Just logged out and back in again, and still showing as waiting for a support team answer?

Re: Incorrect guide!?

Finguz — Fri, 22 Feb 2013 12:34:28 GMT

Hi again,
I can now see the reply, but it really isn't what I wanted to hear
The offer is current and advertised on your website, yet the CS rep says he knows nothing about it and has offered me 25% off.
Hopefully this can be cleared up so I don't have to cancel and re-order until the system picks up the discount
The following is a quote from the " legal bit " relating to the same offer found by performing a google search...
http://www.plus.net/offers/deal3/?WT.mc_id=sem_008a
" Half price fibre broadband for 3 months
New customers who place an order online for Plusnet Essentials Fibre Broadband or Plusnet Unlimited Fibre Broadband and a home phone product by March 11th, 2013 get 50% off their monthly broadband rental charge for 3 months.
You must choose an 18 month contract. This offer is not available with our no contract option. "

I do hope we can get this oversight/error/bug resolved with the minimum of fuss.

Edit: I am happy to forward the email I received from the sales chap to you if you can give me your address, should the above information be insufficient?

Re: Incorrect guide!?

orbrey — Fri, 22 Feb 2013 13:16:43 GMT

Hi, really sorry about that - I thought I replied to the ticket, very odd.
Anyway, I'll feed back to the agent and ensure he's educated. To address your question, the discounts will be added once the account goes active but I'll keep an eye on it to make sure for you.

Re: Incorrect guide!?

Finguz — Fri, 22 Feb 2013 13:24:41 GMT

Thank you very much indeed, it's been very nearly a pleasure doing business with you so far, looking forward to my fibre @ half price for 3 months

Re: Incorrect guide!?

orbrey — Fri, 22 Feb 2013 14:12:16 GMT

Just a quick one about the link in your first post - where was it you got that from? It is out of date (superseded by the one you were linked in the first email you got from us, here: http://www.plus.net/support/hardware/Plusnet-Handbook.pdf )
So yeah if the one you linked is pointed to from any of our pages or you've received that in a ticket we'll need to look into it.

Re: Incorrect guide!?

Finguz — Fri, 22 Feb 2013 14:28:15 GMT

https://portal.plus.net/index_portal.html?home=membercentretop
That shows a summary of our order and below the email address is a link for more information. Within the page of info and links it leads to is the following one..
Plusnet Fibre Install Guide
http://www.plus.net/support/broadband/fibre/fibre_install.shtml

Which describes the setup for a Netgear
Edit: I couldn't remember at first

Re: Incorrect guide!?

orbrey — Fri, 22 Feb 2013 15:22:44 GMT

Brilliant, thanks for that - I've raised a problem to our web team to get it sorted (ref. 74532).

Re: Incorrect guide!?

Anotherone — Fri, 22 Feb 2013 23:12:15 GMT

Quote from: Matt
Just a quick one about the link in your first post - where was it you got that from? It is out of date (superseded by the one you were linked in the first email you got from us, here: http://www.plus.net/support/hardware/Plusnet-Handbook.pdf )
So yeah if the one you linked is pointed to from any of our pages or you've received that in a ticket we'll need to look into it.

That's a handy link there Matt. Now why isn't that document showing anywhere on the Help and Support pages and why doesn't it come up when using the search?

Re: Incorrect guide!?

waynem — Sat, 23 Feb 2013 00:09:00 GMT

As stated in the first post ...
"If the install guide is incorrect it would maybe be a good idea to change it, and also in several places I have noticed it mentions that the TG582n comes with 4 ethernet ports when in fact it's only going to have 3 if used for Fibre."
is this correct ? if so is it the same for any fibre router ...or do you get a genuine 4 ports on this or other routers ?
cheers

Re: Incorrect guide!?

wykehamhouse — Sat, 23 Feb 2013 09:21:19 GMT

'With Plusnet Fibre, new fibre optic cables designed to carry huge amounts of data
supply the broadband signal, so distance from the exchange is no longer a problem.' - that's a bit misleading. Distance is still an issue, because the further away from the cabinet one is, the lower their speeds are on fibre. I realise the problem is less, as one is normally nearer their cabinet, but I think saying 'no longer a problem' is misleading. Perhaps it should be '...is less of an issue.'? In addition, this implies fibre optic is used all the way, which it isn't (only to the cabinet).

Re: Incorrect guide!?

PeeGee — Sat, 23 Feb 2013 09:23:29 GMT

waynem : The 582n is an ADSL modem/router that can be reconfigured, changing one of the LAN ports into a WAN port and becoming a 3 port LAN interface. (Fibre/cable) Routers have a dedicated WAN port and are already in the required configuration.

Re: Incorrect guide!?

waynem — Sat, 23 Feb 2013 09:56:10 GMT

Thanks PeeGee.
so as i understand your post the 4 ports on my router are usable and one isnt tied up being used by fibre modem ?
wayne

Re: Incorrect guide!?

PeeGee — Sat, 23 Feb 2013 10:52:29 GMT

Bother, my crystal ball is on the blink
As you previously specified a "fibre router" but didn't give a model, I am assuming it has 5 RJ45 sockets with one a different colour and identified in the "quick start guide" as the WAN port If so, then you have the full 4 LAN ports and 1 WAN port for connecting to the fibre modem. However, if your sockets are 4 RJ45 (8P8C) and 1 RJ11 (6P2C) or RJ14 (6P4C)*, then it's an ADSL modem/router and you will lose one socket when it is reconfigured for fibre use.
* ie 6 position 4 contact.

Re: Incorrect guide!?

waynem — Sat, 23 Feb 2013 15:51:18 GMT

ouch ... now i,m really confused ... will have to look when i get home from work .
the router i have is for fibre and was sent from P/N if that helps

Re: Incorrect guide!?

Anotherone — Sat, 23 Feb 2013 16:37:53 GMT

It depends when you were sent it. If recently it will be the 582n and will have been reconfigured as explained by PeeGee, so it will have one of the LAN ports reconfigured to be a WAN port and have 3 remaining LAN ports (+WiFi of course).

Re: Incorrect guide!?

orbrey — Mon, 25 Feb 2013 09:26:41 GMT

Hi waynem,
Looking at your account it is a 582n we sent out, so will only have the 3 useable LAN ports as the 4th will indeed be for the modem.