topic Re: who wants compensation for slow broadband in Plusnet Feedback

who wants compensation for slow broadband

oakstar — Tue, 01 Dec 2009 22:16:34 GMT

personally, after (so far) 49 days of all of us enduring constant problems with slow broadband speed and poor connections at regular intervals EVERY day, i would like to see a financial recompense christmas present from plusnet to all of it's customers to say sorry for being below the standard required and expected for broadband. yes equipment fails, yes issues take time to resolve, yes we are all still paying you for a broken service , 20 a month in my case !!
if you all feel the same way , add your name below by posting.
maybe if enough of us create enough fuss something might happen

who wants compensation for slow broadband

oakstar — Tue, 01 Dec 2009 22:21:55 GMT

near IP Profile speeds = full monthly cost
half speed = half the cost

Re: who wants compensation for slow broadband

zubel — Tue, 01 Dec 2009 22:26:10 GMT

Moderators Note
Two threads on the same subject merged together
B.

Re: compensation for everyome for 49 days of slow speeds

oakstar — Tue, 01 Dec 2009 22:26:31 GMT

sorry for the freudian slip in the title
personally i think broadband pricing for all IP's should be as follows -
£1 per month per 1 Gb of IP Profile on the subscribers line, with a guarantee of less than 10% drop in speed from IP Profile.
END OF STORY, NO EXCUSES ACCEPTED, AND NO BLAMING BTW FOR EVERYTHING.

Re: who wants compensation for slow broadband

oakstar — Tue, 01 Dec 2009 22:28:19 GMT

Barry, can people still vote in the poll ?
dick:red All caps post edited as per forum rules.

Re: who wants compensation for slow broadband

zubel — Tue, 01 Dec 2009 22:30:43 GMT

Yes, of course..
And please can you refrain from posting in all-caps? It's considered 'shouting' on t'interwebs.
Cheers

B.

Re: who wants compensation for slow broadband

oakstar — Tue, 01 Dec 2009 22:44:23 GMT

good thanks, yep sorry about caps left my shouty head on

Re: who wants compensation for slow broadband

scootie — Tue, 01 Dec 2009 23:14:08 GMT

i would like to vote but i have an issue with the poll, at what level are you expecting as ok speeds, we all know how broadband works so you cant say ip profile minus the overheads as the minum thourghput level cap.
i think its unfair to totaly with hold payment if say your getting 1/4 of the speeds of your ip profile.
if you can clear up how the minum level of speeds is going to be worked out, that could be implemented as workable by PN in being able to work out who is elligable for a discount i would vote, but as the poll is not clear on many things am going to refrain from voting
nice idea but i think alittle more thought in to clearing some facts and figures up was needed before starting such a poll
i for one was on 21cn adsl2+ during the issues on 20cn and have an ip profile of 3000kbps and didnt see any slow downs full stop, thoe i do have this issue on 21cn http://community.plus.net/forum/index.php/topic,80166.0.html
do you think i should get a discount for not having perfect gaming for 2 hours of the day?

Re: who wants compensation for slow broadband

oakstar — Tue, 01 Dec 2009 23:35:54 GMT

hi mr dog
it was meant as a straw poll, just a "let's see what people think of the principle" idea. being realistic - nothing i say on here is going to make a hoots bit of difference to plusnet or btw is it.

Re: who wants compensation for slow broadband

scootie — Tue, 01 Dec 2009 23:42:44 GMT

if you think that. then i surrgest you get the dog with a bone attidude quickly or you will never get what you want
somthing my grandad use to tell me when i thought it was no use and would get no where with companys ect, and that is a squeaky cog always gets oiled.
and thats from a man who worked high up in the derbyshire county council so if the councils oil there cogs to shut them up any company will, all thoe BTw is one of those though cookies to crack
p.s you should allways add a no vote as an option i would vote is not avalible, for those like me that moan when we cant vote but want to register are intrest in subject but feel it needs a release candidate 2 to come out

Re: who wants compensation for slow broadband

oakstar — Wed, 02 Dec 2009 00:51:59 GMT

squeaky cog always gets oiled. - true

the 0% option was meant as a "no" vote

Re: who wants compensation for slow broadband

avollmer — Wed, 02 Dec 2009 16:00:55 GMT

Hi - similar to my post on another thread, we're totally focused on getting the network back on track. The team are making really good progress and I hope you will notice a difference very soon, if you haven't already. I do want to thank you all for your patience, and also your help diagnosing faults where something is wrong with a specific line (which can often get confused with more general network issues). Plusnet prides itself on the quality of connection we offer customers - we plan to stick to that commitment.
Anthony

Re: who wants compensation for slow broadband

oakstar — Fri, 04 Dec 2009 21:15:33 GMT

Hi Anthony, i appreciate you taking the time to comment
unfortunately there still appear to be problems even after the extensive hardware and software maintenance that has been carried out, my own little example -

when my router stats are -
Link Information
Uptime: 0 days, 2:00:52
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,944
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 22.0 / 35.0
SN Margin (Up/Down) [dB]: 22.0 / 6.0
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 18 / 0
FEC Errors (Up/Down): 0 / 279,658
CRC Errors (Up/Down): 0 / 2
HEC Errors (Up/Down): 0 / 2
when previously -

i admire your determination in sticking to your commitment, but if there are just literally too many customers for the bandwidth you have; (even since upgrading your central pipes) we would all probably be more understanding than at present if you were to admit that was the case. Maybe even why there appear to be so many hardware and software failures ? it's probably the nature of the beast i know, how about a "we have a definitive date for upgrade completion" that would give us something to look forward to
best regards
cheryl
small turnout for the poll but an interesting result 60/40

Re: who wants compensation for slow broadband

oakstar — Fri, 04 Dec 2009 21:20:31 GMT

just had a ping time to london on the same connection of 200ms

Re: who wants compensation for slow broadband

reserved — Sat, 05 Dec 2009 09:50:36 GMT

I had this result last night:
That's the best evening result for a long time, long may it continue.

Re: who wants compensation for slow broadband

Anotherone — Sun, 06 Dec 2009 09:25:24 GMT

@oakstar
If you still have a problem with your throughput speed, please start a thread on the Broadband Speed board and post the results from the BT speedtester http://www.speedtester.bt.com/ , also login to the member centre here https://portal.plus.net/my.html?action=data_transfer_speed and post that information but delete the last 4 digits of your phone number. (post all results by doing a text copy & paste, we don't need images, thanks).

Re: who wants compensation for slow broadband

Sun, 06 Dec 2009 14:49:32 GMT

I voted only think that compensation should be paid if there is no service. The speed issue is down to so many variables - line length, set up in the home, computer status to name but a few. It is up to the customer and Plusnet to work together to obtain the best speeds possible for the line.

Re: who wants compensation for slow broadband

Steve — Sun, 06 Dec 2009 17:33:46 GMT

Ive voted 0%,we all know the service is "upto 8mbps" for most of us,agree with above post,only compensated for no service at all,

Re: who wants compensation for slow broadband

oakstar — Sun, 06 Dec 2009 23:41:37 GMT

hi anotherone, there is really no point - you see there is nothing wrong with BT's exchange, my line or my equipment at my location. i have better things to do and wait to receive what i am paying for.

Re: who wants compensation for slow broadband

Anotherone — Mon, 07 Dec 2009 10:42:32 GMT

If you are absolutely certain your exchange is not congested, and you are synced constantly with the exchange at the highest possible speed for your line, that your BT profile and PN profile are constantly correct for the sync speed, and your internal wiring is up to a suitable standard for broadband and your line is not picking up interference and has been exhaustively tested for faults, then probably not.
But that is in direct conflict with your initial post where you referred to "..... poor connections at regular intervals...."
PN have no control over your connection to the exchange, nor are they responsible for your internal wiring - the latter being your responsibility.
So either what you said initially is misleading, or you don't want help to get to the bottom of your issues. Some of these may have been due to PN's network problems, and you can see what steps they've been taking to resolve this if you've been following the Service Status.
I've seen too many posts here where people have been moaning and blaming Plusnet for everything, when a significant number of them have been having problems with their connection to the exchange and/or their internal wiring.