topic Re: Throttled - over 15gb limit - slow response by Plusnet in Plusnet Feedback

Throttled - over 15gb limit - slow response by Plusnet

shutter — Thu, 28 May 2009 07:49:19 GMT

I really never thought I would have to post in this section, and it pains me to do so.
However, I am complaining because Plusnet has been EXTREMELY slow in responding to their request for more money from me.
I received a courtesy email a couple of days ago, regarding getting near to myu 15gb limit. No problem with that.
then last night at 21.55 I received the notice I had gone over my limit, and would notice a slowdown in my connection speed. until I paid for more bandwidth

Quote

You've probably noticed that your broadband speeds are slower than usual,
this is because you've gone over your monthly usage allowance. Don't
worry, your speed will be back to normal at the end of your billing month.
If you'd like to return to full speed now, you'll need to increase your
usage allowance.

Ok, with the first paragraph..... but notice what is said, in the second paragraph
I wanted to "return to full speed NOW" so I followed the link, and made arrangements to go to a maximum of £20 this month, bringing my usage limit up to 20.64 mb
Then I went to bed.... This morning 0830 , I started to download a regular email containing satellite weather pictures. normally takes about 2 or 3 seconds.... I noticed it was very slow, so checked my speed with speedtest.....
45ms Ping........... 0.13mbps download and 0.08 mbps upload
My normal Download speed is in the region of 1.5 mb due to my location from the exchange.
It is over 10 hours since the action above was taken,
When will my speed return to "normal" and the throttling be removed?
when is NOW?
NOT VERY HAPPY

Re: Throttled - over 15gb limit - slow response by Plusnet

jelv — Thu, 28 May 2009 08:04:26 GMT

Have you tried a disconnect/reconnect?

Re: Throttled - over 15gb limit - slow response by Plusnet

Mand — Thu, 28 May 2009 08:05:35 GMT

Hi there,
Apologies for this, should be sorted now.
The problem was caused because your account was set to fixed usage, as opposed to flex. Until this was changed changing the amount entered on Data Transfer Watch would have no effect.

Re: Throttled - over 15gb limit - slow response by Plusnet

jelv — Thu, 28 May 2009 08:09:35 GMT

Shouldn't the DTW be visibly disabled for people on fixed usage? I bet he's not the first to make that mistake!

Re: Throttled - over 15gb limit - slow response by Plusnet

shutter — Thu, 28 May 2009 08:22:37 GMT

@ Mand
Now fixed........ Ping 46ms
upload .........1.61mb
download......0.38mb
Happy it is fixed,

Re: Throttled - over 15gb limit - slow response by Plusnet

shutter — Thu, 28 May 2009 08:24:11 GMT

@ Jelv
The instructions given in the email, did not say you need to re-sync by disconnecting to achieve the desired result of increasing the payment....

Re: Throttled - over 15gb limit - slow response by Plusnet

James — Thu, 28 May 2009 08:25:37 GMT

@ Shutter
Could you possibly send me a copy of the email by PM (including an email reference number if there is one).
I'll have a look at it and see if there are any improvements we could possibly make.

Re: Throttled - over 15gb limit - slow response by Plusnet

jelv — Thu, 28 May 2009 08:34:42 GMT

Quote from: shutter
@ Jelv
The instructions given in the email, did not say you need to re-sync by disconnecting to achieve the desired result of increasing the payment....

Given the fact that you hadn't actually increased your allowance due to being on fixed, the reconnect was probably irrelevant. It was just a quick idea which was worth a try as profile changes sometimes need reconnects.

Re: Throttled - over 15gb limit - slow response by Plusnet

shutter — Thu, 28 May 2009 08:39:43 GMT

@ Jameseh
Will do.....