topic Re: PN is a rip off in Plusnet Feedback

PN is a rip off

monkey001 — Sun, 13 Sep 2009 18:51:30 GMT

paying £20 pm for plusnet pro the 3 thing i really got this for was
All traffic prioritised at all times
Low latency and pings
Reliable and stable connection
cant get any of them was FAR better off on sky or o2 paying FAR less about £5 pm getting better speed and ping more importantly
got told it was a problem with my internet wiring so i called BT out they said its not and i got billed £120
so by the end of my contract i would have payed out £360 when i could have payed £60 and had better contection
probably going to trading standards about this
here a pic of my ping for you gamers anyone can understand why im so annoyed with it
http://i262.photobucket.com/albums/ii89/monkey001MoW/ping1.jpg
fed up with talking to people who cant be bothered to fix my problem

Re: PN is a rip off

ChemicalBrother — Sun, 13 Sep 2009 19:39:41 GMT

And if you make posts like that, which aren't really constructive, then I can understand why people will be reluctant to help you!
I can understand you're peeved, however, if BT have been in and said that it's your internal wiring or equipment at fault, I can understand why you will have been charged for it, as their responsibility lies from the exchange to the master socket in your house. - You will have also been informed by Plusnet/BT that there will be a charge levied in the result of faulty internal equipment before you agreed to the engineer appointment.
Have you actually been through the whole scenario of connecting directly to the master socket, changing filters, even trying a different router or even a different channel if you're running wirelessly?

Re: PN is a rip off

VileReynard — Sun, 13 Sep 2009 20:47:08 GMT

Bytes	Source	Seq	Time	Units
64	80.249.99.130	1	10.5	ms
64	80.249.99.130	2	10.9	ms
64	80.249.99.130	3	10.9	ms
64	80.249.99.130	4	10.6	ms
64	80.249.99.130	5	9.91	ms
64	80.249.99.130	6	10.1	ms
64	80.249.99.130	7	10.3	ms
64	80.249.99.130	8	9.99	ms
64	80.249.99.130	9	12.2	ms
64	80.249.99.130	10	10.2	ms
Time minimum:	9.91 ms
Time average:	10.55 ms
Time maximum:	12.20 ms
Packets transmitted:	10
Packets received:	10
Successful packets:	100%

Re: PN is a rip off

monkey001 — Sun, 13 Sep 2009 21:05:30 GMT

Quote from: Chemical
And if you make posts like that, which aren't really constructive, then I can understand why people will be reluctant to help you!
I can understand you're peeved, however, if BT have been in and said that it's your internal wiring or equipment at fault, I can understand why you will have been charged for it, as their responsibility lies from the exchange to the master socket in your house. - You will have also been informed by Plusnet/BT that there will be a charge levied in the result of faulty internal equipment before you agreed to the engineer appointment.
Have you actually been through the whole scenario of connecting directly to the master socket, changing filters, even trying a different router or even a different channel if you're running wirelessly?

lol i pay for a service they should help no matter what i say if they cant be bothered dont accept people and rob them of there money
my line is fine new routers plugged in test socket etc
and yes over 7 times i think now
it annoys me when i asked if i will get stable ping /connection when ordering they said yes with the plus net pro hence why i thought its worth the £20 pm
anyway gonna log aload of ping test etc see what trading standards have to so because the only answer i get out of PN is your far from your exchange thats why you cant get better speed NOT once have i had a straight answer as to why my ping is rubbish
PING 192.168.0.2 (192.168.0.2): 56 data bytes
--- 192.168.0.2 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss

Re: PN is a rip off

Fletch — Sun, 13 Sep 2009 21:38:53 GMT

I've asked one of the team to look at disabling Interleaving on your line. You appear to be on a long line so we have automatically enabled this to improve the stability of the connection. However, one side effect of applying interleaving is that it can increases your latency. The change will take 24 hours to process, and you should monitor the performance for 5 days to see if it helps. You can find a brief explaination of interleaving below:
http://www.plus.net/support/broadband/products/faqs_and_guides/dslmax_guide.shtml
If you find that your line does become unstable then you can turn interleaving back on at the My Account section of the portal.
Thanks
Fletch

Re: PN is a rip off

scootie — Sun, 13 Sep 2009 21:42:54 GMT

are those ping results other wireless and did you disable WZC service to stop those regular ping spikes on your photobucket captue ( u can use the additional options tab at bottom of the reply box to add captures)
the following pings are on unlimited usage package and on the 21cn adsl2 trial which has been a pig for latency and i channlge you to find another isp that you can chat to the network guys about issues like this and not be left in the dark.
if you can be more helpful in giving line stats ect ect which gateway your connected to and what the ping results are of them to give an idea if its gateway related or exchange level related or connection related maybe one of the many PN staff on here or countless other PN customers that give up there time to share there knowledge will help out
all plusnets packages offer gd latency for gaming the only diffrence is for pro you dont have to worrie about pn not having a sig for gaming before youve found it

Quote
Reply from 80.249.99.130: bytes=32 time=16ms TTL=59
Reply from 80.249.99.130: bytes=32 time=20ms TTL=59
Reply from 80.249.99.130: bytes=32 time=17ms TTL=59
Reply from 80.249.99.130: bytes=32 time=17ms TTL=59
Reply from 80.249.99.130: bytes=32 time=16ms TTL=59
Reply from 80.249.99.130: bytes=32 time=16ms TTL=59
Reply from 80.249.99.130: bytes=32 time=16ms TTL=59
Reply from 80.249.99.130: bytes=32 time=16ms TTL=59
Reply from 80.249.99.130: bytes=32 time=17ms TTL=59
Ping statistics for 80.249.99.130:
Packets: Sent = 55, Received = 55, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 20ms, Average = 16ms
Control-C
^C

edit.
fletch has all ready offred the next best step.

Re: PN is a rip off

paulby — Mon, 14 Sep 2009 07:14:43 GMT

Quote
PING 192.168.0.2 (192.168.0.2): 56 data bytes
--- 192.168.0.2 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss

Where are you pinging to? This looks like you pinged an IP address on your own network (your router?) .
Could you open a command prompt and post the results of a ping or tracert to www.bbc.co.uk for example?

Re: PN is a rip off

James — Mon, 14 Sep 2009 07:57:50 GMT

Hi Monkey001,
I'm sorry to hear that you've been having a spot of bother since you migrated to us.
As Fletch has mentioned, you are on a long line, so we automatically turn on interleaving, to ensure that your connection is as stable as it can be, but obviously this can have a bit of a hit on latency. As such, I've placed an order to remove interleaving from your telephone line, which should complete in the early hours of tomorrow morning.
As has already been mentioned, pinging 192.168.0.2 is part of your internal network (ie: between you and your router) and has nothing to do with us. You'll be better off to try pinging for example, 'bbc.co.uk'.

Re: PN is a rip off

jelv — Mon, 14 Sep 2009 08:30:56 GMT

James, This has always puzzled me: why recommend pinging servers outside of the Plusnet network when checking latency of the users connection? Isn't it better to use one of the servers located in Plusnet's data suite in London such as ntp.plus.net?

Re: PN is a rip off

James — Mon, 14 Sep 2009 08:35:35 GMT

Probably Jelv.
I never remember our DNS servers off the top of my head and the bbc is generally pretty good as an example.

Re: PN is a rip off

monkey001 — Mon, 14 Sep 2009 16:23:28 GMT

at last thank you for trying to help
ill post as much as i can up or what is needed
i do hope this works as said the customer service is better but my problems havent been sorted
i dont mind paying for something that works this isnt at the minute
DownStream Connection Speed 1888 kbps
UpStream Connection Speed 448 kbps
at the minute things seem fine
but gaming wise its a good .5 to 1 sec delay or it seems like that

Re: PN is a rip off

James — Mon, 14 Sep 2009 16:25:32 GMT

Yep - Those pings look pretty normal for an interleaved connection - hopefully you'll see a difference tomorrow.
As strange as it sounds, your connection is actually good - the distance you are from the exchange (a very long way), I'd normally expect to see speed a bit lower.

Re: PN is a rip off

monkey001 — Mon, 14 Sep 2009 20:13:11 GMT

lets hope so
yeah i know the speed isnt bad for 4.5km direct route 1.5km just wish i was on the closer exchange at 1km direct

Re: PN is a rip off

James — Tue, 15 Sep 2009 09:01:53 GMT

Yep - Join a massive number of people!
Interleaving should now be off - any signs of improvement?

Re: PN is a rip off

monkey001 — Tue, 15 Sep 2009 17:41:22 GMT

ping is alot better by the looks of it still up and down though
internet speed is slower alot trouble loading some pages youtube takes a fair while for a 1min clip constant buffering
DownStream Connection Speed 1632 kbps
UpStream Connection Speed 448 kbps
speed is taken off my router probaby less then 1mb
ok done a test not good speed wise takes 3 mins to get on to this screen
will restart the router see if its better

Re: PN is a rip off

monkey001 — Tue, 15 Sep 2009 21:30:58 GMT

Date Download Speed Upload Speed
Today 22:29 412 kbps (51.5kB/s) 383 kbps (47.9kB/s) Share
Today 22:25 359 kbps (44.9kB/s) 378 kbps (47.3kB/s) Share
Today 20:01 512 kbps (64kB/s) 374 kbps (46.8kB/s) Share
Today 19:47 138 kbps (17.3kB/s) 364 kbps (45.5kB/s) Share
few more i got after starting

Re: PN is a rip off

scootie — Tue, 15 Sep 2009 22:28:27 GMT

can you install this and monitor your error counts http://www.vwlowen.co.uk/internet/files.htm
you will find the error counts on the telnet tab and under summary

Re: PN is a rip off

James — Wed, 16 Sep 2009 09:28:30 GMT

It's also worth monitoring your connection to see if it is actually dropping aswell.
If so, that's likely to be the reason for the fluctuating pings.

Re: PN is a rip off

monkey001 — Wed, 16 Sep 2009 17:57:53 GMT

Quote from: ASBO
can you install this and monitor your error counts http://www.vwlowen.co.uk/internet/files.htm

you will find the error counts on the telnet tab and under summary

i cant seem to find the error count on the telnet tab here what i can see only just started it though
and thanks for the help

Re: PN is a rip off

monkey001 — Wed, 16 Sep 2009 20:23:39 GMT

this is bad takes ages to load up pages basically i cant use the net or game atm