topic Re: Need to start taking issues with your supplied hardware more serious in Plusnet Feedback

Need to start taking issues with your supplied hardware more serious

TORPC — Mon, 10 Feb 2014 11:24:05 GMT

Please see
http://community.plus.net/forum/index.php/topic,122856.0.html
As there are known issues that are over 2 years old
I suggest
PlusNet start using a different make(s) / model(s) router or put pressure on Technicolor to fix the issue(s) once & for all in a major overhaul if they dont then change supplier
I am sure other router manufacturers will gladly do business with PlusNet
Why don't PlusNet have an alternative model router especially for testing purposes ?

Re: Need to start taking issues with your supplied hardware more serious

tazmaniandevil — Mon, 10 Feb 2014 12:35:31 GMT

The supplied router is probably adequate for most home users. Bundled equipment is normally a vehicle to get new users up & running quickly, and is more a perk than a right. A certain 3-letter provider lock the connection details to their router preventing customers from switching to their own equipment. That would be fair enough if their supplied router was of exceptional quality. It isn't. The wireless range is so poor in fact, they were giving away a free range extender recently.
We have several Android devices and 4 iPhones in use at home, most of which had connectivity problems with the little white router. Even my laptop would fall off regularly, something I never had with my own router.
I see an issue in that other thread where the Sky app refused to see the set top box. That's not unusual apparently. It happened frequently with that same ISP, using their supplied router. When I did the very naughty thing of using my WNR2000 router in place of their supplied (and locked) hardware, I had no issues at all.
Perhaps an alternative would be for Plusnet to continue to supply the standard router as a bundled item, but have the option to upgrade for whatever the additional cost is. When an ISP supplies hardware, they will be paying well below the retail price so the upgrade may be substantially more than the list price. It all comes down to costs in the end. If 75% or more of the customer base are happy enough with the equipment, then they will continue to supply it.

Re: Need to start taking issues with your supplied hardware more serious

TORPC — Mon, 10 Feb 2014 12:53:55 GMT

After 6 pages & approx 2 Weeks 4 days
It is also clear that these issues have been known since earlier firmware(s) over 2 years
CUSTOMER RELEASE NOTE Main Track Release R8.4.5 Maintenance 3
Even PlusNet obviously realises that these issues needs to be addressed & has flagged for the hardware people to take a look

Quote from: Chris
As a few people in this thread are saying the same, and IIRC there was a previous thread on a similar topic, I've flagged it up for our hardware people to take a look at.

Re: Need to start taking issues with your supplied hardware more serious

tazmaniandevil — Mon, 10 Feb 2014 16:51:56 GMT

Looking at online reviews it does appear to be a particularly poor device in terms of speed & stability. I was just thinking, I don't remember being asked whether I wanted/needed a router. I'm quite happy to stick with my WNR2000, and as Plusnet don't object to customers using their own hardware it seems a bit of a waste manufacturing & shipping something that will most likely not be used.
Quite sucky really
Maybe the next advert could show Craig dropping the router in his blender?

Re: Need to start taking issues with your supplied hardware more serious

Apprentice — Mon, 10 Feb 2014 18:49:55 GMT

If my memory serves me right there was a router trial (20CN / 21CN) back in the Autumn of 2011 for some Community forum members, first come first served apparently [cough], I was with madasafish at the time so didn't "qualify" for the trial.
I wonder what the results/feedback was from the chosen few who trialled it?
Results must have been OK for PN to start shipping them out to new customers? (assuming it was the same router on trial back then)

Re: Need to start taking issues with your supplied hardware more serious

tazmaniandevil — Mon, 10 Feb 2014 19:19:34 GMT

Thing is, for the majority of home users with 1 PC or laptop it is probably adequate. If most home users are having speed issues, they would be just as likely to blame their machine than the broadband link. There's always a trade-off with these devices for providers. The more difficult to set up, the more likely standard users are to need support. More advanced users will be unhappy with the quality, but more likely to go ahead and provide their own hardware.
After seeing some of the reviews, I will probably just leave mine in the box when it gets here.

Re: Need to start taking issues with your supplied hardware more serious

deathtrap — Mon, 10 Feb 2014 20:08:29 GMT

The Thompson/technicolor modem/routers TG582N are supplied by several ISP's I suspect that the price/cost to the ISP per unit will be a deciding factor when they choose which product they will supply, not how good the gui or wireless range are the above product is IMO nothing more than a POS that belongs in landfill , infact i don't think that Thompson aka speed touch have ever made a good modem router , BE/o2 shipped them free (on loan)

Re: Need to start taking issues with your supplied hardware more serious

ejs — Mon, 10 Feb 2014 20:51:59 GMT

I would like to point out that the previous router supplied, the 585v8, had its own issues which were never really solved.

Re: Need to start taking issues with your supplied hardware more serious

TORPC — Mon, 10 Feb 2014 21:15:56 GMT

Therefore PlusNet could be giving money for old frayed rope

Re: Need to start taking issues with your supplied hardware more serious

deathtrap — Tue, 11 Feb 2014 07:16:18 GMT

If i where plusnet i wouldn't go down the route of supplying hardware,i may sell hardware ,but not supply it as part of the order for broadband services
I've heard the excuses about training staff ect, no router is that difficult to configure, most vendors have the router manuals online these days, in fact i hepled someone in the usa to configure there router it was a 2wire iirc, supplied by AT&T,

Re: Need to start taking issues with your supplied hardware more serious

x47c — Tue, 11 Feb 2014 08:34:19 GMT

You forget....Plusnet is now a mass market ISP to the 'great unwashed'
Its all OK for people on this forum who know about routers etc but we here represent a microscopic fraction of Plusnet's user base of something like 700,000 connections - used by probably near on double that number of actual people.
What we think is trivial is actually quite complex for those who have not done it before.
For example I think wiring a 3 pin plug is trivial yet I know people who wouldn't even know where to start.
90% of their subscribers (if not more) either don't know, don't understand or frankly don't care about the router unit.
They want the ISP's to provide the kit - they plug it in and it works....end of story
Many would be even more delighted if BT as network operator would supply a standardised kit which is left in place and auto-configures to whichever ISP they change to.
If they have to faff about either getting a router or re-configuring an old one from a previous ISP they are not going to be interested.
They don't want to have to read manuals online - difficult if their internet connection is non functional anyway.
Most don't even know there is a GUI to log into - they really do not care, they are not interested - and they don't have friends who can do it for them.
Plusnet supplying a base unit and then making a more advanced unit available for those who want to pay for the upgrade - all at reduced cost because of their bulk buying power for both cheapo and upgraded units all sounds like a good idea.
...but in reality how many people are actually going to want/pay for the upgraded unit - is it going to be just 50 forum members? and then they will be arguing endlessly over which upgraded unit Plusnet should have contract to
At these sort of numbers its simply not economic for Plusnet and it's better to leave those who really want another unit to go off any buy the one they want and sort it out themselves.

Re: Need to start taking issues with your supplied hardware more serious

Roberto0151 — Tue, 11 Feb 2014 09:31:09 GMT

@x47c +1 !

Re: Need to start taking issues with your supplied hardware more serious

Townman — Tue, 11 Feb 2014 09:55:24 GMT

@x47c +1
Well put and to the point - it must work well for better than 90% of users or support would just not cope with the workload. I've installed 4 all with no significant issue - indeed two replaced own routers (residential and business) which were giving operational concerns.
If for specific reasons an individual wants different then the market is a wash with choice - you get what you pay for!

Re: Need to start taking issues with your supplied hardware more serious

jelv — Tue, 11 Feb 2014 10:09:32 GMT

@x47c +3
I'm very happy with the TG582. It's weeks since I last had any issue with it - the only disconnections are due to power fails* or me gateway hopping etc.
* My router is downstairs and my PC is upstairs on a UPS. This morning the UPS intervened because of electrical noise. The router didn't blink - it's only on a surge protected strip.

Re: Need to start taking issues with your supplied hardware more serious

MauriceC — Tue, 11 Feb 2014 12:33:33 GMT

X47c + another 1.
An additional fact to consider in Plusnet's favour is they are one of only a few ISP's using TR69 to be able to remotely manage the Router. It gets in the way for a few more techy users, but for the majority of Users it's a BIG bonus.
Maurice

Re: Need to start taking issues with your supplied hardware more serious

Strat — Tue, 11 Feb 2014 12:37:13 GMT

My daughter is happy enough with her 582n.
The WiFi struggles a bit to reach her bedroom but there are 3 walls between so it's understandable.
Oh...and if it was black it would fit her colour scheme better.

Re: Need to start taking issues with your supplied hardware more serious

rongtw — Tue, 11 Feb 2014 13:39:29 GMT

Agree strat White is a terrible color choice
thats why i was happy when i changed to fibre and got the netgear wnr100v3 from PN rather than the 585

Re: Need to start taking issues with your supplied hardware more serious

Oldjim — Tue, 11 Feb 2014 13:46:27 GMT

mine just works including wifi throughout the house

Re: Need to start taking issues with your supplied hardware more serious

HalfShaft — Tue, 11 Feb 2014 16:43:05 GMT

As stated above, its consumer grade equipment for consumers. The 585 I got when a signed up is a real junker, but set to bridge mode and coupled to a Netgear R6300 its does the job of a dumb modem perfectly.
My line was crap when I moved out here years ago and AOL would do nothing without paying up front for an engineer. Was on PN a fortnight and they had an engineer in the yard and found and fixed a couple of problems up the line and generally its alright, but should there be a problem again I can't get the old 'it must be your equipment' or 'we dont support router X' line (not that I've got that from PN ever) since I could always reset the 585 back into 'router mode' before starting any troubleshooting steps.

Re: Need to start taking issues with your supplied hardware more serious

tijara33 — Tue, 11 Feb 2014 21:46:04 GMT

It is fine for my 86 year old mother in law because of the ease of set up. I rapidly replaced mine because I was losing so much speed. However, as previously stated, for 99% of users it's perfect. Which have it as a " best buy"!!!!!!