topic Re: Very dissapopinted in PN service. in Plusnet Feedback

Very dissapopinted in PN service.

wayyoung — Thu, 17 Dec 2015 15:51:30 GMT

I have been a relatively happy PN customer for some years however my recent experience of an 'upgrade' from ADSL to Fibre has left a sour taste in my mouth.
Communication from PN is poor. I seem to be expected to chase them up when I am the customer! I am regularly told "it's 72 hours for an update", only then to be told it may actually be another 48 hours on top of that due to network issues! I'm told we can't escalate this issue, only to be told the next day "I can escalate that for you". Imagine if I decided to pay my bill using the same tactics - I'll pay my bill in 3 days, no make that 5!
I wish I had not bothered and stayed with an ADSL connection. Over 2 weeks paying for an upgrade that has marginally faster downstream and a 1/3 of my previous upstream is not what I signed up for. I realise I may get some of this refunded eventually.
I shall be patient and wait to see the outcome of this, but first chance I get I will probably find a new service provider, even though it may cost me more.
Plusnet were good, and are good. So long as everything works fine. If it breaks, be prepared for a long silent wait.
Rant over.
--
Tony

Re: Very dissapopinted in PN service.

jockwav — Thu, 17 Dec 2015 18:05:21 GMT

Is that not like how talk talk are,ok if it,s working but customer service is rubbish.

Re: Very dissapopinted in PN service.

Townman — Fri, 18 Dec 2015 08:53:25 GMT

Setting aside the communication issues and the dire wait times on the phones, your problem is most likely down to the BTOR owned infrastructure. Changing ISPs will not change your local connection. I would suspect a bodged FTTC install. Would you know if it was done by a proper BTOR engineer or was it one of their sub contractors?

Re: Very dissapopinted in PN service.

wayyoung — Fri, 18 Dec 2015 10:04:43 GMT

Thanks for the reply Townman.

This is what I'm thinking - A possible bodged install/failed provision. I have put this to PN but it's 5 days since reporting this and there appears to have been no movement.
The engineer arrived in an OR van and had the clothing so presumably he was an OR employee. But he did admit to being a 'phone faults' guy and not being too technical so I think that leaves a window for an accidental mistake.
I would just like a simple answer from PN/OP why my Upstream is so [Censored] and my downstream barely any better than ADSL. Not a lot to ask for from a paying customer I would think.
--
Tony

Re: Very dissapopinted in PN service.

MatthewWheeler — Fri, 18 Dec 2015 13:39:03 GMT

Our tests aren't showing any issues but I can see our Faults team should be picking this up for you shortly.

Re: Very dissapopinted in PN service.

wayyoung — Fri, 18 Dec 2015 17:39:22 GMT

Thank you for your time Matthew,
I have been told this once or twice but I refuse to accept it.
How can my fibre connection have a third of the upstream compared to my ADSL? Downstream is barely any better. <---THIS IS NOT AN UPGRADE

========
"Chat reference: 4312557549
*****: Thank you for waiting Tony, I do apologise that you have not yet recieved an update. What I have done is escalated this through my team leader, they will personally assign this to a faults agent who will contact you directly with an update, this will be before 5pm today."
========
Perhaps not so surprisingly, I have heard nothing at all! And so I shall have to wait another 48 hours until Monday.
Absolutely shocking customer service, again. It just seems to keep coming and coming.
Tony

Re: Very dissapopinted in PN service.

spraxyt — Sat, 19 Dec 2015 00:23:40 GMT

Tests not showing any issues means exactly that - it does not mean there aren't any issues, and in your case clearly there are.
The faults team should be going deeper into the problem which hopefully *will* identify problems. But lack of updates is unfortunately not going to convince you that the problem is being taken seriously.
If nothing is found an engineer visit will be needed to carry out tests from your property. Have you already carried out tests to eliminate internal issues?
David

Re: Very dissapopinted in PN service.

wayyoung — Sat, 19 Dec 2015 09:32:57 GMT

Hi Spraxyt,
Thanks for your input. Your understanding of my position is very much appreciated. It's a pitty it's not being replicated by PN 😞
I removed all of my telephone extension wiring as it wasnt really needed. The only wiring on my telephone line is the incoming wired to the master socket. Nowt else! I have tested with PN Hub One/TP-Link W9980 direct into test socket with the same results.
Something is amiss here. All I want is the promised upgrade I paid for and not to be felt like I'm being ignored/not taken seriously/fobbed off as a paying customer!

Re: Very dissapopinted in PN service.

spraxyt — Sat, 19 Dec 2015 17:00:35 GMT

Those checks should have confirmed the problem is outside your property. Despite this if an engineer is booked you will be warned of a £50 charge if the fault is found internal to your property. Don't let that put you off.
One thing to be aware of, the term "escalation" does not necessarily mean what you probably assume it means - it also describes being moved sideways within Plusnet to a team with different (specialist) expertise.
Plusnet might have difficulty getting an engineer visit booked if tests don't identify a fault. It would have to be on the strength of poor performance. Am I correct in assuming the pre-upgrade estimated performance is much better than you are getting now?

Re: Very dissapopinted in PN service.

wayyoung — Sat, 19 Dec 2015 17:35:48 GMT

Current line speed is well below the lowest estimate range -
Telephone number:
01730******
Phone exchange:
MIDHURST
Estimated line speed:
21Mb (This may vary between 14.7Mb and 21Mb) - Checked on 2015-11-19 21:05:00
Current line speed:
11.9 Mb
I worked in Tech Support for many years for a London based national (now Pan-European ISP). This was when Tech Support/Customer Support where 2 different departments. It all seems to have blended together now. We used to take an issue and see it through to conclusion. We would regularly escalate issues and if that meant discussing it with a Manager or Sys Admin, through to a conclusion, that's what we'd do to get things sorted. That's how you learned. You were encouraged to do so. It made you better at your job with each case as your accumulated knowledge on the subject increased. This was before 'managers' with no IT knowledge began to infiltrate IT departments and tell you how you were supposed to do your job. I get the feeling that perhaps things have changed beyond this now and I'm glad I don't work in IT any more 🙂
When I had the engineer here during the install, I asked him for an indication of the line speed. He reported 21.6Mbps. Whether that was his own measurement of the pre-install estimate I do not know. I haven't seen anything near that myself. The best being 16000Mbps <---I think I'd take that now 🙂
I'm not worried about the threat of an engineer visit fee. There is no internal wiring in my house. So it cannot be that. As explained the incoming cable to my NET5 master socket/filtered faceplate (fitted by BTOP engineer) is the only telephony wiring in the building. All others were removed when I moved in pre FTTC install.
My telephone line is also clear with no discernible noise at all.

Re: Very dissapopinted in PN service.

aesmith — Sun, 20 Dec 2015 14:03:51 GMT

What were your synch speeds and profile speed on ADSL? What are they now on fibre?

Re: Very dissapopinted in PN service.

wayyoung — Sun, 20 Dec 2015 14:35:50 GMT

Thanks for the interest aesmith
I don't have that info to hand but from memory my ADSL2 downstream sync was about 10100Mbps and upstream 1150Mbps roughly, bearing in mind it fluctuated slightly. Don't ever remember checking what IP profile I was on.
Curently IP profile is 12.05Mbps and my router reports a current sync of -
Upstream Downstream
Current Rate (Kbps) 595 12392
The router is in the exact same position. No new electrical devices in the house. Xmas tree lights have no effect, etc.
I used to live 800+m further from the exchange but had a lesser Line Attenuation!
--
Tony

Re: Very dissapopinted in PN service.

aesmith — Sun, 20 Dec 2015 17:07:21 GMT

Cheers, I think you may M where you mean K - your ADSL 2+ was probably 10,100K down and 1150K up. So your "upgrade" to fibre only increased the data rate from 10meg to 12meg, whereas you were led to expect around 18meg? And the upload speed is clearly goosed in some way. What about the equipment at your end, are you using an Openreach VDSL modem and separate router, or do you have your own all-in-one VDSL modem/router? We could probably do with seeing full line stats from your modem (or router) and speed test results.

Re: Very dissapopinted in PN service.

wayyoung — Sun, 20 Dec 2015 17:44:51 GMT

Yip, your right. k and not M 🙂
I was estimated between 14-7 to 21.6 so I'm well below that.
I've provided PN with a series of BTW speed tests. Here is one (they all same the same really) -
BTW test @06:40 0n 15/12/15 -
Download speedachieved during the test was - 9.59 Mbps
For your connection, the acceptable range of speedsis 8.47 Mbps-12.11 Mbps .
Additional Information:
IP Profile for your line is - 12.11 Mbps
Upload speed achieved during the test was - 0.41Mbps
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
Router stats may be a problem as my TP-Link W9980 has none that are of any use and RouterStats doesn't support it ATM. No OP modem in use.
I do have a PN supplied Hub One but poor wireless performance makes it of no use to me. Not sure if it supplies more stats as it was only used for an initial connection so not very acquainted with it. I'll see what I can do though.
Thanks,
Tony

Re: Very dissapopinted in PN service.

aesmith — Sun, 20 Dec 2015 17:59:31 GMT

Checking with another router is worthwhile in any case. I'm wondering if something in your TP Link needs to be set different for VDSL.

Re: Very dissapopinted in PN service.

Mustrum — Sun, 20 Dec 2015 20:18:51 GMT

As above, get the Hub one set up, and cut and paste the Help Desk info from the Troubleshooting page will help identify your problem.

Re: Very dissapopinted in PN service.

wayyoung — Sun, 20 Dec 2015 21:41:21 GMT

OK. I'll break the news to the wife and children - that I'll have to take the wifi network and internet connection down for testing.
Give me 24 hours to recover from the beatings and mild profanities I will no doubt incur and I should be able to get the info by tomorrow evening.
Will post that as soon as I can, thanks,
Tony

Re: Very dissapopinted in PN service.

Mustrum — Sun, 20 Dec 2015 21:57:01 GMT

Its not that bad, 10 mins would do, or you could just use the Hub One as a modem, plug your existing router into a LAN port, let the Hub One authenticate, use your existing router as a cable router, so you will need to use different IP range.

Re: Very dissapopinted in PN service.

wayyoung — Mon, 21 Dec 2015 18:26:36 GMT

Here is the read out from the PN Hub One. All new cables direct into test socket on master.
All looks ok to me except from the lame upstream. Below that is a BT Speedtest performed at the same time.
Any advice would be greatly received.

=================BEGIN===============
1. Product name: Plusnet Hub
2. Serial number: +081441+NQ52929983
3. Firmware version: Software version 4.7.5.1.83.8.217 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:07:26
6. Data rate: 587 / 14276
7. Maximum data rate: 613 / 16548
8. Noise margin: 6.6 / 6.2
9. Line attenuation: 10.1 / 34.5
10. Signal attenuation: 10.1 / 28.0
11. Data sent/received: 1.2 MB / 1.6 MB
12. Broadband username: ******@plusdsl.net
13. 2.4 GHz Wireless network/SSID: ******
14. 2.4 GHz Wireless connections: Disabled
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: 1
17. 5 GHz Wireless network/SSID: ******
18. 5 GHz Wireless connections: Disabled
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: 48
21. Firewall: Default
22. MAC Address: a0:1b:29:67:17:0c
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0
==================END================

=================BEGIN===============

1. Best Effort Test: -provides background information.
Download Speed
11.34 Mbps

0 Mbps 13.82 Mbps
Max Achievable Speed
Download speedachieved during the test was - 11.34 Mbps
For your connection, the acceptable range of speedsis 9.67 Mbps-13.82 Mbps .
Additional Information:
IP Profile for your line is - 13.82 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.54 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.54Mbps
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
==================END================
Thanks,
Tony

Re: Very dissapopinted in PN service.

wayyoung — Mon, 21 Dec 2015 21:53:58 GMT

So the PN Hub One appears to give me an extra 2Mbps downstream. Still Upstream is poor.

Telephone number:
01730******
Phone exchange:
MIDHURST
Estimated line speed:
21Mb (This may vary between 14.7Mb and 21.6Mb) - Checked on 2015-12-21 09:03:52
Current line speed:
14 Mb