topic Re: Misled into changing package and entering into another 1yr contract in Plusnet Feedback

Misled into changing package and entering into another 1yr contract

stevenb — Sat, 09 Nov 2013 11:27:11 GMT

A month or so ago we were asked if we wanted to change to the unlimited package from the 120gb a month package we were on, we were assured our speed would not be slower it would be faster if anything, we were also assured there would be no speed cap or traffic shaping on our line.
We have now been switched to the unlimited package and our DL speed has gone from roughly 7000 Kbps to 5500 Kbps and our upload has gone from 1200 Kbps to 330Kbps. My partner phoned tech support and we were told our upload has been capped. My Son and I use Xbox Live and with a 330kbps upload is unplayable!! We were told that if we signed up to this package for 12 months, our internet would be much better and faster so can somebody please explain why we were misled into signing up to a 12 month contract with this promise? Before we committed to this 12 month contract we were on a month to month contract and our internet speeds etc were spot on and now since committing to 12 months it is the worst that our internet has ever been!! We have been with PlusNet for over 4 years without any issues at all until signing up for another 12 month contract - why is this??
So we would appreciate it if somebody could please fix our upload and download speed or do a FULL reset on our line to try and rectify this problem or send us our MAC code because this is NOT the verbal contract that we entered into!

Re: Misled into changing package and entering into another 1yr contract

All4One — Sat, 09 Nov 2013 11:56:48 GMT

If you input your phone number into here: what are you estimated speeds? http://www.dslchecker.bt.com/
I can only guess that the package change has applied PN's upload cap at 448Kbps so you'd need to get them to request the cap removed.
Upgrading to their Unlimited package wouldn't cause speed issues and there is no traffic shaping on that product (where as their older products can have shaping)
To be honest, 5.5Mbps and .3Mbps upload wouldn't cause issues with gaming to be unplayable. Certainly I've been on similar uplaod and smaller download and never had an issue.
I imagine something has occurred with your line and your sync just dropped a bit. It can happen on broadband sometimes. It ain't a stable X speed service and can change.

Re: Misled into changing package and entering into another 1yr contract

Townman — Sat, 09 Nov 2013 12:00:37 GMT

Stevenb.
There are some 'unfortunate' 'characteristics' of PN's package change processes which set some elements back to 'default'. Two of which come to mind are upload speed and the PN firewall settings, I suspect that you might have been 'hit' by these 'characteristics'. See here and here.
If you raise a ticket I am sure it will get promptly sorted. Unfortunately for you, the customer care team do not patrol here in the forums during the weekend.

Re: Misled into changing package and entering into another 1yr contract

stevenb — Sun, 10 Nov 2013 11:19:57 GMT

I am also having problems watching football online. I have watched it online for over 4 years without any problems, but since being misled into changing to this Unlimited I can no longer watch it, it just buffers all the time. I ran a bt speed test while trying to watch football and it came back fine.
Speed tester says I get 6.34 Mbps download, so why cant i watch a 2Mbps stream? I could watch the football with no problems at all before we switched to this Unlimited package and we also asked if changing our package would affect the football and we were assured that it would be fine, in fact better!
Download speed achieved during the test was - 6.34 Mbps For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps. IP Profile for your line is - 5.87 Mbps.
Upload speed achieved during the test was - 0.3Mbps Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
So if everything is fine then why can I not watch the football can somebody tell me please? NOTHING has changed from our end so it is obvious the fault is with PlusNet OR the differences between the two packages.
THIS IS TOTALLY UNACCEPTABLE AND IF THESE PROBLEMS ARE NOT RESOLVED WE WILL BE CONTACTING THE ISPA!!!!!!!!!!

Re: Misled into changing package and entering into another 1yr contract

jelv — Sun, 10 Nov 2013 12:05:46 GMT

Are you connecting to the router wired or wirelessly?

Re: Misled into changing package and entering into another 1yr contract

stevenb — Sun, 10 Nov 2013 12:14:47 GMT

I am wired m8

Re: Misled into changing package and entering into another 1yr contract

jelv — Sun, 10 Nov 2013 12:16:59 GMT

Is it better/worse at any particular time of day?

Re: Misled into changing package and entering into another 1yr contract

stevenb — Sun, 10 Nov 2013 13:20:51 GMT

We have only been on this package since the 24 Oct and every time I have tried to watch the football, no matter what time of day or night it is the same, it just buffers and jams.
I think the problem is traffic prioritisation which I don't think we had on our old package, but I could be wrong.
At the end of the day, we were assured there would be no cap on speed which there is, and we were also assured changing to unlimited would not stop us watching football, which it has stopped us from doing so. I see no other option but to switch back to our old package or leave because we were misled into changing to this Unlimited package.

Re: Misled into changing package and entering into another 1yr contract

spraxyt — Sun, 10 Nov 2013 13:47:35 GMT

As you were advised the package you've moved to *should* perform the same or better than your previous one. The upload cap occurs due to a peculiarity of Plusnet's systems but a call to the CSC *should* have got that fixed. Clearly it didn't but the Digital Care Team staff should be here again on Monday to resolve that problem.
The inability to stream football is indicative of a fault that might have occurred anyway, the package change could just be coincidence. Again the Digital Care Team staff should be able to help resolve this.

Re: Misled into changing package and entering into another 1yr contract

jelv — Sun, 10 Nov 2013 15:02:39 GMT

Quote from: stevenb
I think the problem is traffic prioritisation which I don't think we had on our old package, but I could be wrong.

All Plusnet packages have traffic prioritisation and have had for a very long time. All packages except the current Unlimited package also have download rate limits for at least part of the day.

Re: Misled into changing package and entering into another 1yr contract

stevenb — Sun, 10 Nov 2013 18:36:07 GMT

Spoke to tech support again today seems footy is now working ok fingers crossed, just waiting for my upload speed to be increased now so me and my son can both play xbox live at the same time.

Re: Misled into changing package and entering into another 1yr contract

spraxyt — Sun, 10 Nov 2013 19:30:12 GMT

That's good news.

Re: Misled into changing package and entering into another 1yr contract

chrispurvey — Mon, 11 Nov 2013 14:36:07 GMT

Glad to see that's sorted for you. I've also checked on the uncap order and that's looks to be going through fine.
I can't see any issues that would have stopped you streaming and the unlimited product that you're now on should improve your experience if anything.
I've also placed a SNR reset on your line which has now been implemented and should give you a bit extra speed.

Re: Misled into changing package and entering into another 1yr contract

picbits — Mon, 11 Nov 2013 15:37:36 GMT

Chris - when certain issues like this happened before, it was because the PN speed profile was higher than the actual attained line speed which seemed to confuddle things. Worth looking at if the problem persists.
Fingers crossed the problem is sorted though

Re: Misled into changing package and entering into another 1yr contract

chrispurvey — Mon, 11 Nov 2013 15:45:57 GMT

I have seen that, it's certainly not the case here though.

Re: Misled into changing package and entering into another 1yr contract

stevenb — Fri, 15 Nov 2013 09:06:53 GMT

Quote from: Chris
Glad to see that's sorted for you. I've also checked on the uncap order and that's looks to be going through fine.
I can't see any issues that would have stopped you streaming and the unlimited product that you're now on should improve your experience if anything.
I've also placed a SNR reset on your line which has now been implemented and should give you a bit extra speed.

Thanks for the SNR reset
My upload speed has been increased but still a long way from where it was before i switched to the unlimited package
--------------------------------------------------------------------------------------------------------------------------------------------------------------
Download speedachieved during the test was - 8.47 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 8.19 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.71 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.71Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

Re: Misled into changing package and entering into another 1yr contract

spraxyt — Fri, 15 Nov 2013 16:42:14 GMT

That upload diagnostic test information seems weird. It looks like the bRAS hasn't limited the speed (test result 0.71Mbps) but BT Wholesale's administration side has you on a capped (0,45Mbps) product. I wonder if the test result is correct?
What upstream sync speed does you router show?

Re: Misled into changing package and entering into another 1yr contract

chrispurvey — Fri, 15 Nov 2013 16:57:35 GMT

The upload order hasn't completed yet, the way it's been placed it won't complete until the 18th either
It's at a stage where is seems to half of completed.

Re: Misled into changing package and entering into another 1yr contract

stevenb — Fri, 15 Nov 2013 19:13:23 GMT

Quote from: spraxyt
That upload diagnostic test information seems weird. It looks like the bRAS hasn't limited the speed (test result 0.71Mbps) but BT Wholesale's administration side has you on a capped (0,45Mbps) product. I wonder if the test result is correct?
What upstream sync speed does you router show?

Router shows - upstream
Noise Margin: 11.5 dB
Connection Rate: 888 Kbps
Line Attenuation: 21.0 dB

Re: Misled into changing package and entering into another 1yr contract

spraxyt — Fri, 15 Nov 2013 19:54:14 GMT

An upload sync speed of 888kbps is usually the result of the DLM applying upstream interleaving to the line. It must have been off to give the 1200kbps you had previously. Changing product should not have caused it to be turned on, and taken with the reduced download speed it looks like a fault has developed.
Since the uncapping order won't fully complete until Monday perhaps the Digital Care Team can check your line then?