topic Re: Having BT trouble in Plusnet Feedback

Having BT trouble

gtowen — Sat, 11 May 2013 21:37:45 GMT

In the middle of moving from BT to PN and I'm very annoyed atm. Not blaming PN but would welcome any help/advice.....
My broadband was switched over on 30/04/13 and I was told by PN that the phone would be switched over on 20/05/13 ....... not a problem I thought...... wrong
Broadband was great until 07/05/13 when a fault developed on my phone line (still with BT) and my speed has halved. I discovered the fault when I received a text from BT saying they were sorry I was leaving but could I phone them to discuss possible termination charges........ well my contract ended 26/04/13 so I know there should be no charges..... coincidence ? I called them to report the fault and they confirmed I was out of contract and so no charges.
Today I received 2 emails....... the first stating that my broadband service would end today ....... hmm been with PN for 11 days now.
My phone was part of a broadband package with them and so the second email concerned an order for a new phone package they have put in for me which I certainly did not order. The small print allows me 7 days to cancel in which I'll only be charged for what I use but any longer and they will charge me a cancellation fee.
I have sent off an email to BT about this but I'm very annoyed and can't understand why the phone could not be switched over at the same time as the broadband. It seems I will end up paying double line rental, one to PN for my broadband and the second to BT for my phone and may suffer charges for a service I haven't asked for.
I'll be glad when PN takes over my services completely
Gerwyn

Re: Having BT trouble

Teds31 — Sat, 11 May 2013 21:56:32 GMT

gtowen this sounds a bit like the problem one of my new referrals is having , we haven't had chance to sort it yet but I shall keep an eye on this post. My referral was a move also fromm BT to PN. Ted

Re: Having BT trouble

Anotherone — Sun, 12 May 2013 09:31:53 GMT

Send a follow up e-mail to BT Retail and tell them quite bluntly that you haven't ordered any new phone package from them and as previously stated your previous contractual tie-in completed on 26/04/13, you should be on a standard no contract service - whatever that currently is with BT, you ought to use the correct terminology. Tell them also If there is any disruption to your phone service between now and when it is transfered to another provider, or if they dare to try and cease the line, you will make a formal complaint to OFCOM and you will take them to court and claim any costs and consequential losses that you incur as a consequence.
Edit: And then ring them up to make sure they got the email.
Edit2: I'm sure one of Plusnet's Digital Care Team will look into what is happening, on Monday.

Re: Having BT trouble

All4One — Sun, 12 May 2013 09:37:26 GMT

Sounds as if BT have ceased you line?

Re: Having BT trouble

Anotherone — Sun, 12 May 2013 09:44:21 GMT

That's obviously a possibility, but as there is no indication as to which email came from where, it's not entirely clear!

Re: Having BT trouble

ScottStorey — Sun, 12 May 2013 09:49:58 GMT

Hi Gerwyn,
Sorry to hear of the trouble you have been having.
I will have a look over your account today to try and find out what is happening for you but it sounds like it is going to be something that we may need to chase up during the week.
Thanks,
Scott

Re: Having BT trouble

gtowen — Sun, 12 May 2013 10:34:54 GMT

Thank you for your replies,
@Scott would be grateful for any help
@Anotherone I've just checked the emails and both come from bt.comms@bt.com , not sure if that helps at all
@All4One I feel they have disconnected me but they say there's a fault and since my broadband is still working albeit at a reduced speed I'm not sure what the truth is. Supposedly they estimate the fault will be fixed tomorrow 13th May but won't hold my breath

Re: Having BT trouble

All4One — Sun, 12 May 2013 10:36:11 GMT

Oh, apologies, didn't read you were still connected
Edit: Re-read and see you got notification about broadband ending today, could maybe indicate the original problem then 😕
Hope everything gets sorted for you gtowen

Re: Having BT trouble

ScottStorey — Sun, 12 May 2013 10:52:52 GMT

Hi,
I've had a look over your account and everything looks to be fine from our side of things.
The broadband is still with us and the phone is still set to transfer on the 20th.
With a standard transfer we will move the broadband over first which takes about a week and then as soon as the broadband is up and running we will transfer the phone over which takes about 2 weeks.
I've spoke to a couple people on the phone over the last few weeks who have had similar confusing e-mails from the provider they are leaving. It tends to be from automated systems sending incorrect e-mails, but they only people who can say for certain would be BT.
You shouldn't be paying twice for anything and if BT don't sort your phone fault for you, just let us know when the transfer has completed and we can get it sorted. I can see the connection speed has halved and this should return to normal once the phone fault has been fixed.
I hope that clears everything up for you? If not, just ask away!
Cheers,
Scott

Re: Having BT trouble

gtowen — Sun, 12 May 2013 11:40:22 GMT

Thank you Scott, the phone fault is due to be fixed by midnight tomorrow so I will see what happens and I have emailed BT concerning the emails I received and the supposed new phone contract. All I can do for now is wait for BT's response, hopefully they will phone tomorrow with clarification. I will update this post when more info is available. Again Thank you
Gerwyn

Re: Having BT trouble

Anotherone — Sun, 12 May 2013 15:17:58 GMT

Some reassuring words from Scott, let's hope things resolve without further worry.

Re: Having BT trouble

mikko — Sun, 12 May 2013 18:26:26 GMT

Kudos to Scott for working on the weekend to sort out a customer's problem - only with PN would you get that. That's one reason why I went with them.

Re: Having BT trouble

gtowen — Mon, 13 May 2013 13:55:42 GMT

[Update]
Broadband disconnected about 12:15 Hrs today, 13:35 Hrs BTO Engineer knocked on my door saying he'd fixed my fault and ran a few tests. Reason for the fault...... one of my wires had "miraculously" come loose. Anyway phone back on so part of the probs solved.
I've done a quick initial BTw speedtest and noticed my IP Profile has already gone up from 6.51 to 14.39 so I'll wait to see if my speeds change. I realise this should really go in the broadband section, but I don't want to open a new post just for an update, but would it be possible to get my upload uncapped. Thank you, will update when the phone is finally switched over on the 20th
BTw Speedtest
Download speedachieved during the test was - 6.04 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.39 Mbps
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

Re: Having BT trouble

adamwalker — Tue, 14 May 2013 08:51:15 GMT

Cheers for the update, I hope things are going OK with this, let us know if otherwise.

Re: Having BT trouble

Anotherone — Tue, 14 May 2013 10:07:37 GMT

Has anyone from PN kicked his Current Line Speed?

Re: Having BT trouble

chrispurvey — Tue, 14 May 2013 10:41:28 GMT

They have now

Re: Having BT trouble

gtowen — Tue, 14 May 2013 10:49:14 GMT

No idea Anotherone, I was going to give it a few days before posting in the appropriate post, but here are my stats as of 11:42hrs Today
Lol, was just typing this when chrispurvey poste, thank you chris
Phone exchange:
HOLYHEAD
Estimated line speed:
8Mb (This may vary between 6Mb and 10Mb) - Checked on 2013-04-23 02:54:03
Current line speed:
6.4 Mb

DSL Connection

Uptime: 0 days, 2:45:16
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 15.551
Data Transferred (Sent/Received) [MB/GB]: 179,80 / 1,51
Output Power (Up/Down) [dBm]: 12,8 / 0,0
Line Attenuation (Up/Down) [dB]: 14,1 / 27,0
SN Margin (Up/Down) [dB]: 32,7 / 5,7
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 8 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 437 / 0
FEC Errors (Up/Down): 0 / 18.549.916
CRC Errors (Up/Down): 0 / 3.192
HEC Errors (Up/Down): 0 / 10.774
BTw Speedtest
Download speedachieved during the test was - 6.24 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 13.72 Mbps
Upload speed achieved during the test was - 0.31Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Hopefully I can get back to a decent download speed and have my upload uncapped soon
Thank you for all your help so far, best decision I made moving, still had no reply to my emails to BT or to posting on BT's forums
Nevermind, roll on the 20th
[Edit Update]
WOW!!!! that is brilliant customer service,
Anotherone posts a comment,
chrispurvey answers
10 mins later ( took 10 mins for BTw to let me do a test lol )
Download speedachieved during the test was - 13.52 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 13.72 Mbps
Upload speed achieved during the test was - 0.36Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Thank you very much people

Re: Having BT trouble

Anotherone — Tue, 14 May 2013 12:32:33 GMT

That's looking much better, although there's still quite a few errors there. What sort of speed did you get before from BTR ?

Re: Having BT trouble

gtowen — Tue, 14 May 2013 13:41:50 GMT

Hi Anotherone, here's a few stats from Speedtest.net before my broadband was switched. I think the highest speed ever with BTR was about 12.5 but that was rare. As you can see the speed was erratic.
Date Down Up Latency Server
4/27/2013 9:49 AM GMT 5.21 Mb/s 0.43 Mb/s 140 ms Liverpool
4/25/2013 10:01 AM GMT 10.90 Mb/s 0.95 Mb/s 68 ms Liverpool
4/22/2013 1:20 PM GMT 9.87 Mb/s 0.73 Mb/s 48 ms Manchester
4/17/2013 7:06 PM GMT 11.45 Mb/s 0.98 Mb/s 45 ms Manchester
4/16/2013 12:39 PM GMT 10.66 Mb/s 0.97 Mb/s 49 ms Leeds
4/14/2013 1:20 PM GMT 9.76 Mb/s 0.98 Mb/s 43 ms Preston
4/10/2013 12:42 PM GMT 12.56 Mb/s 1.02 Mb/s 43 ms Manchester
4/9/2013 2:03 PM GMT 4.05 Mb/s 0.16 Mb/s 112 ms Leeds
4/7/2013 6:59 PM GMT 8.21 Mb/s 0.47 Mb/s 60 ms Leeds
4/6/2013 7:50 PM GMT 9.62 Mb/s 0.55 Mb/s 43 ms Manchester
4/5/2013 9:07 PM GMT 12.29 Mb/s 0.95 Mb/s 44 ms Manchester

Re: Having BT trouble

Anotherone — Tue, 14 May 2013 15:24:54 GMT

When you use speedtest.net, pick a Server at or near London, that's where Plusnet's Gateways are. Be wary that all speedtesters can suffer congestion, if you get an "off" result repeat the test. Best thing is to do some tests at off-peak times using a variety of testers and find a couple that give consistent results for you. Always include the BTw one as well. So if you then get repeated "off" results from one tester, you can check on another to see if it's the tester or an Exchange/Network issue.
For accurate ping results for your connection use ping ntp.plus.net from a cmd prompt, or pingtest.net is pretty reliable (you need jre installed for the latter). The ping result from the first part of the BTw test is very variable and depends on how busy the tester is.