topic Re: Ofcom in Plusnet Feedback

Ofcom

grinder2 — Wed, 06 Jan 2010 09:12:20 GMT

Just written to Ofcom about Plusnets 3 months inability to sort out my speed if more people write they might investigate why it takes so long to get satisfaction from this uncaring company.
Rage against the machine!

Re: Ofcom

orbrey — Wed, 06 Jan 2010 11:18:26 GMT

Hi grinder2,
I've passed this over to one of our faults agents, given the fact that the speeds are slow but the profile and sync rates are fine we need an engineer to do a speed test while he's at your premises to confirm the actual throughput. He's going to arrange this with our suppliers, if you could add dates you're available to the ticket (which I'll update now) I'll confirm the appointment when it's booked.

Re: Ofcom

drmiket — Wed, 06 Jan 2010 13:23:56 GMT

Quote from: Matt
<snip> we need an engineer to do a speed test while he's at your premises to confirm the actual throughput. He's going to arrange this with our suppliers,

Is that a BT engineer Matt or PN?
and is the supplier BT?
and are you charging for the visit?

Re: Ofcom

orbrey — Wed, 06 Jan 2010 13:42:21 GMT

Quote from: drmiket
Is that a BT engineer Matt or PN?

It's a BT engineer. We don't have any engineers that we send out as we don't own any equipment in any exchanges.

Quote from: drmiket
and is the supplier BT?

Yes, we don't sell broadband supplied by anyone else.

Quote from: drmiket
and are you charging for the visit?

We never charge for an engineer visit. If a charge is levied it has been done by BT Wholesale, because the engineer has found the fault to be caused by something on the wiring or the equipment inside of the master socket (therefore outside their support remit) and we have had to pass this charge on.
Hope that helps,

Re: Ofcom

orbrey — Thu, 07 Jan 2010 10:16:25 GMT

Hi grinder2,
Thanks for your time on the phone. As I said I'll get the dial tests done from here so we can double check that it's not our network and will call back shortly with my findings - either that we'll investigate from here, or we need to push back on BT depending on where the issue is. I'll update you shortly - please don't forget to disconnect your router so I can log on, thanks!

Re: Ofcom

orbrey — Thu, 07 Jan 2010 11:03:16 GMT

Right - the dial test showed no issues on our network on your unlimited profile so it's definitely looking like a BT issue, especially given your comments about the issues your neighbor is having. As per our discussion I'll get the engineer booked for you and confirm the time as soon as it's done.

Re: Ofcom

grinder2 — Sat, 09 Jan 2010 15:29:41 GMT

Hi Matt
Just done a few speed tests Today 15:23 4323 kbps (540kB/s) 372 kbps (46.5kB/s)
shows that i can get decent speed

Re: Ofcom

grinder2 — Sun, 10 Jan 2010 14:37:26 GMT

Hi Matt todays first speed test bit of a drop from yesterday
Date 10/01/10 14:30:14
Speed Down 1227.99 Kbps ( 1.2 Mbps )
Speed Up 373.23 Kbps ( 0.4 Mbps )
Port 8095
Server speedtest1.thinkbroadband.com
IP Address 87.114.72.29

Re: Ofcom

grinder2 — Mon, 11 Jan 2010 09:24:43 GMT

Matt
.
Download Speed Upload Speed
Today 09:18 3978 kbps (497kB/s) 378 kbps (47.3kB/s)
Geoff

Re: Ofcom

orbrey — Mon, 11 Jan 2010 14:11:41 GMT

Hmmm... going up and down but it seems there's a bit of improvement. We should have an update on the fault within an hour or so, I'll update you then with the latest and what the next step will be - at present it's looking like it'll either go to the complex faults team or if not we'll get that engineer booked for you.

Re: Ofcom

grinder2 — Thu, 14 Jan 2010 11:35:49 GMT

Hi Matt
when did they change line card at the exchange, if you could let me know.
Things seem to be looking better over last 2 days, when i get chance will do some speed tests in the evenings.

Thanks for your help.

14/01/10 11:21 2160.29 Kbps 373.91 Kbps 87.114.139.148
14/01/10 11:20 2438.63 Kbps 367.84 Kbps 87.114.139.148
14/01/10 11:18 1735.37 Kbps 367.30 Kbps 87.114.139.148
14/01/10 11:15 3689.00 Kbps 372.87 Kbps 87.114.139.148
12/01/10 18:24 1164.77 Kbps 372.67 Kbps 87.114.72.29
12/01/10 18:05 1351.76 Kbps 372.08 Kbps 87.114.72.29
12/01/10 18:04 1396.01 Kbps 373.91 Kbps 87.114.72.29
12/01/10 18:03 1349.55 Kbps 373.84 Kbps 87.114.72.29
12/01/10 17:34 1113.50 Kbps 373.75 Kbps 87.114.72.29
12/01/10 17:06 427.53 Kbps 373.70 Kbps 87.114.72.29
12/01/10 17:03 457.52 Kbps 373.84 Kbps 87.114.72.29
12/01/10 15:20 2046.44 Kbps 363.45 Kbps 87.114.72.29
12/01/10 15:16 1845.48 Kbps 373.86 Kbps 87.114.72.29
10/01/10 14:41 1629.88 Kbps 374.19 Kbps 87.114.72.29
10/01/10 14:30 1227.99 Kbps 373.23 Kbps 87.114.72.29
09/01/10 17:20 833.49 Kbps 373.55 Kbps 87.114.72.29
07/01/10 16:40 606.75 Kbps 371.90 Kbps 87.114.40.93
07/01/10 16:32 465.49 Kbps 374.17 Kbps 87.114.40.93
07/01/10 12:59 578.32 Kbps 373.39 Kbps 87.114.40.93
07/01/10 11:03 826.28 Kbps 373.35 Kbps 87.112.96.1

Re: Ofcom

grinder2 — Fri, 15 Jan 2010 18:18:30 GMT

Hi Matt
6pm and 5meg so pleased at min thanks

Re: Ofcom

Chris — Tue, 19 Jan 2010 09:55:42 GMT

That's looking better, let us know if you start having problems again please.