topic Re: A few customers not happy with recent changes to their services in Plusnet Feedback

A few customers not happy with recent changes to their services

St3 — Wed, 22 Jun 2016 06:06:29 GMT

We are all are seeing more and more customers posting about having their download speeds reduced, well i think the main question on customers minds is, is 2 meg up enough for family households?

I was always lead to believe that your upload speed made your connection more secure/stronger is this true ?

Re: A few customers not happy with recent changes to their services

rongtw — Wed, 22 Jun 2016 06:27:07 GMT

2 meg up is rubbish , PN cap upload to save money

Re: A few customers not happy with recent changes to their services

dvorak — Wed, 22 Jun 2016 07:03:29 GMT

2 meg up should be plenty for most households.

@rongtw wrote:

PN cap upload to save money

they don't cap it, it's the product they've chosen to sell.

Re: A few customers not happy with recent changes to their services

jockwav — Wed, 22 Jun 2016 08:07:58 GMT

When you are uploading photos to a site 2meg is useless.

Re: A few customers not happy with recent changes to their services

dvorak — Wed, 22 Jun 2016 08:11:03 GMT

are you uploading raw files then?

Re: A few customers not happy with recent changes to their services

jockwav — Wed, 22 Jun 2016 08:16:24 GMT

It does not matter what i am uploading,2 meg is rubbish for uploading a lot of files.

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 08:20:41 GMT

@St3 wrote:

We are all are seeing more and more customers posting about having their download speeds reduced

Did you mean upload?

Personally when I had virgin at 50/2(I think) that was plenty for me. When I got an ADSL line with Plusnet at less than 1Mbps, it was a little slow but still did everything I needed it to do.

I saw no effect on gaming with this drop in upload and when I upgraded to fibre, I can't say the increase in upload has had a massive effect that I notice (Obviously download speed improvement on fibre is noticeable)

Re: A few customers not happy with recent changes to their services

billnotben — Wed, 22 Jun 2016 08:41:42 GMT

Why doesn't plusnets "packages" pages show upload speeds?

Re: A few customers not happy with recent changes to their services

shutter — Wed, 22 Jun 2016 08:48:22 GMT

Does anyone else ? ?

Re: A few customers not happy with recent changes to their services

rongtw — Wed, 22 Jun 2016 09:00:23 GMT

Upload speed: The speed at which information is transferred from your computer to the internet. The faster the upload speed, the smoother the online experience you'll have. Upload speeds also determine how quickly you can send emails, post photos on Facebook or upload large videos or batches of photos to sites like YouTube and Flickr.

PN upload is capped ! at 2 as it used to be 40/10 but now the sell 40/2 which is a capped 40/10

Shutter i just looked most do not list a upload speed but TBB site you can see what it is

Re: A few customers not happy with recent changes to their services

dvorak — Wed, 22 Jun 2016 09:00:06 GMT

@rongtw wrote:

PN upload is capped ! at 2 as it used to be 40/10 but now the sell 40/2 which is a capped 40/10

they are two different wholesale products.

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 09:12:09 GMT

billnotben wrote:
Why doesn't plusnets "packages" pages show upload speeds?

The legal bit:

When selecting the package after entering your address/line details:

Re: A few customers not happy with recent changes to their services

gleneagles — Wed, 22 Jun 2016 09:56:20 GMT

@HarryB

Must confess I am somewhat confused by that advert regarding the upload speed shown in that advert ?

On unlimited fibre my upload speeds range between 11.5 Mbs to 15 Mbs with upload speeds of 36 Mbs so have PN changed the unlimited fibre package.

Apologies if I have misunderstood something here.

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 10:01:06 GMT

@gleneagles Looks like you upgraded to Unlimited Fibre in May 2015 while we were still selling 40/20.

In June 2015, we stopped selling 40/20 in favour of 40/2.

Some accounts were sold 40/2 but provisioned on 40/20 and have recently been in the process of being cleaned up and put on the lower upload speed that was sold from June 2015 onwards, on that package.

As you took the package out prior to the upload speed being reduced to 2Mbps, you'll still have upload speeds of up to 20 Mbps

Re: A few customers not happy with recent changes to their services

billnotben — Wed, 22 Jun 2016 11:42:00 GMT

HarryB wrote:: When selecting the package after entering your address/line details

Not clearly shown on the packages page though is it?

Typical "hidden" away advertising.

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 11:52:20 GMT

It depends which packages page you're referring to, in the full info on the packages page when going through the order journey, it seems pretty clear to me as per the screenshot in my previous post.

EDIT: As @shutter and @rongtw also pointed out, you'll find the initial package pages on most other providers websites are similar. I've just checked 5 or 6 and only 1 or 2 of them actually showed upload on the initial packages page. One of which I couldn't see any speeds mentioned on the initial list of packages.

Re: A few customers not happy with recent changes to their services

ITWorks — Wed, 22 Jun 2016 12:03:52 GMT

@HarryB , what a great opportunity for PN to take the initiative and start to show the upload speeds on the initial package pages?

Therefore clearly displaying the key information to the customer at the first opportunity

Regards
Mike

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 12:05:06 GMT

Happy to pass on the feedback to the relevant people.

Re: A few customers not happy with recent changes to their services

7up — Wed, 22 Jun 2016 13:38:53 GMT

@HarryB wrote:

@St3 wrote:

We are all are seeing more and more customers posting about having their download speeds reduced

Did you mean upload?

Personally when I had virgin at 50/2(I think) that was plenty for me. When I got an ADSL line with Plusnet at less than 1Mbps, it was a little slow but still did everything I needed it to do.

With respect, you are a bit biased though working in the industry.

When we first joined you on ADSL and i tried to use bittorrent i was seeing download speeds of 300BYTES per second - slower than dialup which would sometimes achieve a whopping 6kbps but according to you guys "it is a little bit slower than what we'd expect"

So far in this thread i'm yet to see anyone who seems happy with this cap. Over on another large forum there is an active topic about this PN upload cap.. and again it doesn't look favourable from the customers POV.

For me I think the way forward for uploads is now using my mobile which i can often see 19Mb upload speeds but that is late at night. During the day i'll see see anything from 10 to 12mb. Granted though that isn't much use for hosting my own webserver or using IP security cameras, the latter being a big issue for people these days who want to keep an eye on their home or kids while away at work etc. It seems strange that plusnet think making that harder will win them any customer confidence.

But what do i know.. i'm just a little person!

Re: A few customers not happy with recent changes to their services

HarryB — Wed, 22 Jun 2016 13:38:07 GMT

To be clear, by no means am I trying to say that 2Mbps is sufficient for everyone. I do agree with what dvorak said:

@dvorak wrote:

2 meg up should be plenty for most households.

Although I can see why you'd think I'm biased on this, I'm by no means trying to back up that 2Mbps is the choice I would have made if it were up to me to set the products Plusnet sell. I'm simply giving my personal opinion dating back from before I started at Plusnet up to now.