topic Re: Plusnet Total useless in Plusnet Feedback

Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 11:24:39 GMT

I am sick to death trying to phone you to find im waiting constantly for someone to answer. I have had to phone you several times yesterday and spent over 1 hour on the phone and about 3 hours trying to set up my connection to find that at 11pm that my line has not been set up properly.
I am getting a download of 3.9m and and upload off 220 Kbps with a ping of 80-120. This is totally unacceptable.
If my connection does not work when i try to play online again i will be cancelling my service with you and returning the router to you and seeking a full refund from you as this service has been wrongly described, it is uterly useless for online gaming. You are the 4th isp i have had who is the most expensive and the worst speeds so far.
Extreemly disapointed so far and will not be wasting anymore time with you if this problem is not fixed ASAP.
The best connection ive had so far was from O2 and it looks like i will be going back to them.
Im paying £20 a month for the PRO service, i cannot use it and its costing me a fortune in phone calls to get any kind of help, i will be seeking all monies spent on phone calls to you due to my connection not being set up properly. I have little patience with ISP's already and am fed up with these already.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 11:47:44 GMT

Hi there,
I'm sorry you've had a pretty poor run of things with both your current service and the previous ones. From what you've said, it sounds like you've had problems with your previous ISPs, especially ones that use the BT Exchange infrastructure. O2 have their own equipment within the exchange which might suggest why you didn't have problems with then.
I'm also sorry that you've had to wait to talk to us. I've just checked with the CSC and the longest time that anyone has had to wait today has been 10.15 minutes, aslthough the vast majority of calls will be answered sooner than that. For your reference, we keep a guide on our site that tells you what the call volumes are and what the longest wait currently is. You can see this at http://csc.plus.net
The fact that you're on a "gaming" product will have no bearing on any exchange issues that you've been experiencing over time. Therent products merely offer different pricing, usage and traffic management rules.
Looking at your account, I can initially see a couple of instances where you've called us where the sync light on your router is on, but you haven't been able to connect to the internet. At that point, it looks we suggested to try a couple of test logins and to look at possibly testing different hardware as there will have been a chance that the router itself may have been faulty.
If you're still experiencing problems after having tested your hardware, we can then raise a fault with BT for you. If you merely request a MAC Code, which I can see that you have done, I honestly wouldn't expect you to receive a full refund without going through the faults procedure.
Please, help us to help you.

Re: Plusnet Total useless

collieocoll — Tue, 13 Jan 2009 12:05:23 GMT

...................

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 12:14:37 GMT

Hi,
If you migrated in to us under the 90 day guarantee and elected to leave within 90 days, I'm not entirely sure why you would then be told that you weren't eligible?
A router or a filter can fail. It can happen suddenly. If we were to raise a fault and then BT send an engineer, find your router to be faulty, you'll end up with a charge of over £160. That's why we go through various tests. Because it is a self install product, it also means that you have to do various checks if it should fail.
Can I ask why you're trying to leave? What sort of fault you're experiencing?

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 12:44:32 GMT

Got my mac code and was told that i now owe £58 ,lol I signed up for the 90 day free thing and was told that if i cancelled before the 90 dyas i would be refunded my money.
I am now being told that they have taken about £26 for connection and hardware delivery and if i leave before the 12 months i will be charged an extra £58 none of which i was told when i was connected. They also have made a few quid in me phoning them for them to try to help me, wouldnt mind but the problems ive been having is down to plusnet not me.

I think plusnet is run by Dick Turpin cos its surely highway robbery to extort more money from you when they cannot give you the sevice you are paying for originaly.
I think ill be contacting Ofcom about all these new charges they are trying to get, i have never heard of any of them, Luckily i paid by credit card and technicaly the service ive got is theres so plusnet and Capital one Credit card can fight it out amoungst themselves as to who owes what as im not paying these charges.
So far i have had nothing but negative experiences with this supplier and urge anyone thinking of signing up with them not to bother as all these hidden charges come when they cant provide you the sevice they said they would.

At the end of the day all i wanted was an internet connection i could play PS3 online with and found that with plusnet you cant, and whats worse they dont seem that bothered about it as they would get more money out of you if you cancelled.
the problem is Plusnet the service you said you would supply isnt the service you actually get, and before anyone comments on the upto rule, Half upload ,half download and double ping does not come under that rule, So legaly you havent got a leg to stand on. Id advice others who have similar issues to contact Ofcom about then and also contact watchdog or similar place.
As im sure you know im not happy with them and will move ASAP if my connection isnt fixed ASAP
As for helping Plusnet to Help me , What do you think ive been trying to do. Im only objecting as its costing me money for them to help me.when its there problem.
As for the faults ive had, the fault you are refering too is when i was trying to connect at 3.30pm the fault im talking about is the one about the internet will not work for online gaming and i have really poor speed results which went on untill 11.30 Pm, untill i switched it off. I intend to try again later to see if it will work and if not im going back to O2 and will fight plusnet about all these extra hidden charges.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 12:47:53 GMT

Hiya,
I for one would far rather not see you cancel and if you'd let me help you, I'll happily try and get your issues resolved.
Again, if you sign up under the 90 day guarantee, you should get a full refund of your subscription costs.

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 12:59:52 GMT

Please help me if you can as im gettin really pi**ed by it all now and really frustated that i cannot use the service what i am paying for.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 13:02:12 GMT

OK - You need to tell us what you have tried so far.
I can see on the account that we've made some suggestions to try and fix the problems that you've been getting, but I have no way of knowing what you've actually tried.
Have you:
- Tried using a different filter?
- Made sure that you're connecting through a wired connection rather than a wireless one?
- Made sure that your router is connecting directly tio the master socket via a filter?
- Tried a different router or trying your router on a different line?

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 13:21:23 GMT

My connection is working for the internet, it just wont work properly for online gaming.
I have tried BT filters connected to master socket(Cos only supplied with one filter from D link)
I am wired connection on ps3 (Have tried Putting PS3 in the DMZ, Tried Port Forwading, Tried UPNP enabled and disabled and nothing ive tried works as good as other ISP have)
I have no spare router to try.
Just spoke to James who kidly phoned me to help. Thanks alot mate, hope the removal of Interleaving will help. Its a shame your guys ive spoken too arnt as helpful in trying to help.
Lets hope it works then as all i want is to play online games with no hasttle.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 13:26:25 GMT

Thanks for that.
I've placed the interleaving order.
The noise on your phone was a bit worrying though. Can you try unplugging your phones and testing your ping times again to see if there's any improvement? Also, if you unscrew the faceplate from your master socket, there should be a test socket on the right hand side. Can you try plugging your filter into that and also seeing if theres any improvement?
The interleaving order should complete in the early hours of tomorrow morning.

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 13:45:39 GMT

I have an extension for my phone line which is wired to the back of the master socket.
The router is connected to the master socket using the short ASDL cable supplied.
I will remove the faceplate and connect my router to the Engineers test socket which will bypass the extension on the phone line and do some speed tests.
My line was very noisy when we spoke and it occasionally happes from time to time, It was like that with O2 but worked great online gaming , as long as i had my static ip too.
I will post my result for you to see if there is any change.
With O2 when i disconected the extension for test purposes i got an extra 1 meg download but that was all. so it never affected my online gaming so i connected it back up as loosing 1 meg down was no big deal.
With O2 I was connected to ASDL2+ ,Noise symbol to 6. with a static ip and it worked great but thought id try your prioritising of traffic option so i came to you.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 13:47:57 GMT

That's fair enough.
I was just curious whether or not it would make an improvement in ping times. The fact that you're using an extension might be why you get the odd crackle.

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 14:01:33 GMT

The odd crackle, lol, thats one way to put it.
Yeah the extension is only used foir the phone connection and it has a BT filter on it too.
My speeds are 3.3 Meg Down / 230 Kbps Up / Pings of 90 (I did 3 tests and this is the average)
My PS3 is connected auto with UPNP disabled with the ports forwaded. I have tried other ways to connect the ps3 to the router but similar results.

Re: Plusnet Total useless

James — Tue, 13 Jan 2009 14:07:34 GMT

Ok - Are those results from the test socket or using the extension?

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 14:11:29 GMT

Those are the results using the engineers test socket with the extension disconected.
All that is connected is the router and filter to the test socket, i have no extension or phone connected.

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 14:18:29 GMT

I have just logged on to my router and gone to sytem log and activated the tick box to log information abouts errors, in the log it listed this which is labled as Emergency under the heading Severity.
Jan 13 14:15:08 syslog emerg BCM96345 started: BusyBox v1.00 (2005.04.12-18:11+0000)

Havent got a clue what it means though but hope it may be helpful to you.

Re: Plusnet Total useless

paulby — Tue, 13 Jan 2009 14:25:23 GMT

@Egz0001
At the risk of butting in - but I'm just curious - is the noise on your phone line only present when you use the extension cable or is it present if you plug your phone into the test socket at the master?
If it's still noisy when you plug into the master socket then you should probably phone BT (or whoever you pay line rental to) and report a voice fault as the noise won't be helping your broadband (you need to report a noisy line as a voice fault and not mention broadband when you do!!).
If the noise is only there with the extension plugged in then it may be worthwhile buying a new cable and seeing if things improve.
I'll let James guide you though as this is just my 2p worth!!!

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 14:41:19 GMT

Thanks for the input mate the more heads the better.
I only get noise from the extension cable and the extension is only used for the phone, the router is connected to the master socket, unless its connected to the engineers test socket for purpose of tests.
I will be doing away with the extension cable ASAP when i get a phone that is wireless and will only be using the master socket with the router and the phone both connected through the filter.
I had the same issues ive been having with O2 than ive got with plusnet but the problem was i didnt have a static ip at the time with O2 once i got the static ip i could online game even with the crackly line.
I will alwys try to rule stuff out if poss and playing on line from the Enginners test socket didnt work either. Im gettin the same speed results and the same lag form test socket or not.
Thanks for the help though as any advice would be helpful, even if i had tried it its worth saying.

Re: Plusnet Total useless

zubel — Tue, 13 Jan 2009 16:06:01 GMT

Quote from: Egz0001
My speeds are 3.3 Meg Down / 230 Kbps Up / Pings of 90 (I did 3 tests and this is the average)

Are those speed tests or sync speeds?
Could you possibly post up your actual sync speeds from your router, and also include the attenuation/SNR Margin and power if you have them.
Could you also, from a Command Prompt, run: "tracert www.plus.net"; and post back exactly what it returns.
Are the "pings" that you report above from on the PS3?
Cheers
B.

Re: Plusnet Total useless

Egz0001 — Tue, 13 Jan 2009 16:26:24 GMT

My results are from the ps3 from speedtest.net.
Router speeds ADSL Status (Downstream/Upstream) : 7488(Kbps) / 448(Kbps)
Mode: G.DMT
Type: Interleave
Line Coding: Trellis On
Status: No Defect

Downstream Upstream
Rate (Kbps): 7488 448

SNR Margin (dB): 6.1 21.0
Attenuation (dB): 47.0 23.0
Output Power (dBm): 12.0 19.8

Super Frames: 392526 392524
Super Frame Errors: 11 0
RS Words: 26691798 3336454
RS Correctable Errors: 3014 0
RS Uncorrectable Errors: 141 N/A

HEC Errors: 11 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 117829439 0
Data Cells: 111274 0
Bit Errors: 0 0

Total ES: 8 0
Total SES: 0 0
Total UAS: 13 0
From tracert im getting : between 35 and 60 But mostly in the 30's
When i looked last night i was getting errors on the lan stats but today there are none, but i have only used this forum today with this connection.