topic Re: VMBU - How Can I Tell Anymore? in Plusnet Feedback

VMBU - How Can I Tell Anymore?

thejudge — Fri, 20 Feb 2015 21:06:10 GMT

I raised a ticket because my usage figures had been AWOL for months.
After the first reply (which was irrelevant because it was about the current problem of some people's accounts showing too much usage), I sent it back for further investigation. I've now had a reply as follows:
"...because of the age of the account the systems that the usage system now rely on are not available on this account type.
"The usage system used to track using the older system which are no longer in use and have been retired.
"In order track your usage you would need to upgrade your account to our newer packages which have different components for our tracking systems then your current account."
So, given that I don't want to 'upgrade' my account, how am I supposed to know if/when I'm approaching my monthly limit? Do I have to wait until my account gets throttled?
I'm not very impresed by this...

Re: VMBU - How Can I Tell Anymore?

Oldjim — Fri, 20 Feb 2015 21:53:26 GMT

Moved to Feedback because I am not impressed at all - mostly because I hope it is plain wrong

Re: VMBU - How Can I Tell Anymore?

MauriceC — Sat, 21 Feb 2015 08:44:02 GMT

I share your concerns on this set of responses from Plusnet Jim.
If true, it suggests that whilst still charging at the higher rate for an older account, Plusnet are now unable to support all of the functionality originally delivered. Very odd and not expected of Plusnet who normally have great flexibility in migrating Users with Legacy functions to the new packages.
Hopefully the CRT will pick up this thread and provide a definitive answer.
Maurice

Re: VMBU - How Can I Tell Anymore?

dvorak — Sat, 21 Feb 2015 08:50:07 GMT

it doesn't sound good, agree with that.
but in thejudge's favour if they can't measure and don't know what he's using then that's in his favour as it's effectively unlimited..

Re: VMBU - How Can I Tell Anymore?

Chris — Sat, 21 Feb 2015 09:06:51 GMT

I'm not aware of the issue on the first post, we certainly do still have usage functionality on older accounts as I'm sure some of the posters in the forum can confirm.
I'm not sure why your usage isn't showing as everything on your account looks set correctly. I've sent an email to someone (they aren't in until next week and I'm off next week!) to find out what's going on. When I've got a response I'll let you know.

Re: VMBU - How Can I Tell Anymore?

MauriceC — Sat, 21 Feb 2015 09:16:08 GMT

Nice one Dvorak But somehow the Billing system seems to be excluded from this largesse that affects the VMBU. One of my accounts is still on a Legacy tariff (Idleness whilst local Fibre upgrade pending) but two months ago the exchange got upgraded, I now get 16 Meg rather than 4 Meg and so the 2Gig limit got busted very quickly! Shortly followed by the email warning and a bill
Fibre upgrade now in process
M

Re: VMBU - How Can I Tell Anymore?

MauriceC — Sat, 21 Feb 2015 09:18:22 GMT

Ta Chris
Don't often look at VMBU these days, but having been prompted - it looks OK
M

Re: VMBU - How Can I Tell Anymore?

thejudge — Sat, 21 Feb 2015 17:21:36 GMT

Thanks Chris, I'll stay tuned.

Re: VMBU - How Can I Tell Anymore?

thejudge — Mon, 09 Mar 2015 20:49:50 GMT

Bump.
Anything to report on this, Chris?

Re: VMBU - How Can I Tell Anymore?

joclark — Tue, 10 Mar 2015 09:25:37 GMT

Hi, I have spoken to Chris and there is no current update yet available we are still looking in to it.
I understand that you may not want to upgrade in to a new contract, however we do a monthly rolling contract which does not tie you in to a new contract, we could be able to save some money in the process. The package is Unlimited this on a monthly rolling contract is £14.99 per month, if you would like any further information on this, please contact me.
Thanks
Jo

Re: VMBU - How Can I Tell Anymore?

peterdevine — Tue, 10 Mar 2015 13:50:12 GMT

I have just noticed this 'problem' on my Plusnet Value account which is one which gives unlimited access between 12 midnight and 8.00am plus 10GB at other times. Being retired this suits me fine and I mainly use the facility to download iplayer programmes for viewing off-line. I changed to Plusnet several years ago because of this option and I don't see anything currently being offered which matches the low cost of that service?
Peter

Re: VMBU - How Can I Tell Anymore?

plusnettony — Tue, 10 Mar 2015 18:10:44 GMT

Whilst we don't have a product of that price any more, for a few pounds more we do have the Unlimited (all day) account which may be of value to you. Also, if fibre is available in your area
(you can check here) it's highly recommended.

Re: VMBU - How Can I Tell Anymore?

coolj — Mon, 16 Mar 2015 13:31:15 GMT

Hi,
This is a real pain for me. My current contract at 60gb a month is pretty much perfect. On occasion I might run over but I'm happy to spend the extra £5 for 5gb as it always happens very close to the monthly bill date and the alternative is £8/£9 extra every month to have unlimited.
You say you are looking into it but this has been a problem for over a year now and it seems to me that no work or progress is being done. Nobody is able to give a update except for "we're looking into it". I don't buy that anymore, not after such a long time. If the answer is : "we aren't going to fix it because it impacts such a small % percentage of our user base and will be disproportionally expensive to resolve". I could understand and accept that - others may not, but I understand how support works and it has to remain financially viable. Having said that, if any of my customers had a problem for such a long time with no resolution or information forthcoming then I'd be paying crazy level of service credits. Clearly, Plusnet don't run a service credit regime attached to their service but the least you could do is give us some information and be open and honest about it.
Right now I have just been informed that I have used just over 56gb of data with 2days to go. The suggested offering of giving me usage when I ask for it doesn't work because the turn around time is too slow. I can't plan my usage on this basis and I'll be very annoyed this time to go over the limit as I can wait those two days to do any high data usage activities.
Please, can you just tell us what is going on and be open about it. Perhaps then we can work out how to best manage it.
Thanks

Re: VMBU - How Can I Tell Anymore?

jelv — Mon, 16 Mar 2015 16:38:30 GMT

Although it's not visible to you, your usage is visible to Plusnet staff.
I'd suggest to ring in or raise tickets on a regular basis to ask for your current usage.

Re: VMBU - How Can I Tell Anymore?

Townman — Mon, 16 Mar 2015 20:02:33 GMT

I thought that if it does not show on the user's usage meter in the portal, then it is not billed.
Would CRT like to confirm or deny this please?

Kevin

Re: VMBU - How Can I Tell Anymore?

dvorak — Tue, 17 Mar 2015 07:49:11 GMT

if you look at MauriceC's post from earlier in the thread billing isn't affected.
as to how they can expect you to stay within limits without giving you the tools to do so I'm not sure.

Re: VMBU - How Can I Tell Anymore?

MauriceC — Tue, 17 Mar 2015 12:27:26 GMT

I'd find it very difficult to be expected to pay for usage over my limit without having any means to monitor either the daily / weekly usage OR the total for the period. How do Plusnet justify their charges to the User(s)?
The VMBU code has been 'flaky' for a long time despite a number of 'tweaks' so, given that 'Unlimited' is now the only type of account available to new Users AND repairing the VMBU code is low in development priority is it time for a radical change?

Effectively make ALL ADSL accounts Unlimited regardless of legacy limitations.

OK so it is going to affect revenue a bit, but by no more than if all legacy customers elected to update their accounts. An allowance for this occurrence is probably already in the budget?
But the potential benefits are good.

Removes this current grievance from the long list

Removes a task from the Development stack

Reduces some of the stress on the Billing System

Creates a positive message for Users stuck on legacy accounts by inertia

Many legacy Users are on older packages partly because their exchanges are not upgraded yet so limited line speed. Even if they download all day the impact on total capacity used will be insignificant compared to Fibre Users.

Any takers?
PS I declare a personal interest. Exchange is 20CN only with no scheduled upgrade planned. 2.5 Meg down on a good day!
Maurice

Re: VMBU - How Can I Tell Anymore?

jelv — Tue, 17 Mar 2015 13:39:19 GMT

I thought I was going to have quite a wait to get anything other than 20CN on my exchange. http://www.superfast-openreach.co.uk/where-and-when/ still says Exploring Solutions. However...
Yesterday the base for the CAB was put in place and the path outside my house has been dug up to allow them to hook up the mains supply

Re: VMBU - How Can I Tell Anymore?

thejudge — Sat, 28 Mar 2015 21:15:18 GMT

Bump.
(It's been over a month now - I don't think it's unreasonable to have some sort of meaningful update by now.

Re: VMBU - How Can I Tell Anymore?

KatC — Mon, 30 Mar 2015 09:13:12 GMT

@ thejudge
Chris is out of the office today so I am unable to locate the email chain where this was being investigated. I will send him an email so when he is back in the office he can keep you up to date on the matter.