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BTO/Plusnet think this is acceptable

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Community Veteran
Posts: 19,107
Thanks: 450
Fixes: 21
Registered: ‎31-08-2007

Re: BTO/Plusnet think this is acceptable

But to be clear, stick a response on that ticket now, so it'll be working it's way up the queue in the meantime. Post the ticket number here (again?) so Adam can find it easily.
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

Current: #89348076
Previous #88426941
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Pro
Posts: 3,072
Thanks: 149
Fixes: 8
Registered: ‎01-06-2010

Re: BTO/Plusnet think this is acceptable

I don't understand why is via ticket staff is useless don't know how to deal with it except forum staff is well knowedge and can sort it out! Its all about con and pro.
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Superuser
Superuser
Posts: 15,196
Thanks: 6,045
Fixes: 37
Registered: ‎22-08-2007

Re: BTO/Plusnet think this is acceptable

Generally issues which reach the forum and go on as ling as this one has are complex beyond the average.
Reading between the lines, a VLAN swap requires specialist processing in provisions, so that is a clear indication that this is not run of the mill stuff.  Its the 80 / 20 rule - 80% of issues can be resolved by the front line, the reminder need specialist skills or experience.
As for the recent issue of not reading the current status in context, I'd not expect much different from the front line - they look back at the most recent update and take a current view on matters, with the consequence (in this case) of making a bad call.
This problem should be in a "special cases" queue serviced by "experienced minders".
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Community Veteran
Posts: 6,824
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Registered: ‎27-10-2012

Re: BTO/Plusnet think this is acceptable

I was reading on the BT forums about a group on people in the North East experiencing similar issues (peak time grinds to a halt).
There have been 4 or 5 users all reporting the speed problems at peak times, they are on different exchanges but living within 10 miles of each other. One person has had 5 engineers out to look at the problem, but the engineer says everything is fine.
The BTW SVLANs are significantly below the re-grade threshold for that area, so I'm assuming there's a faulty bit of kit or the problem is further upstream. Unfortunately for those users, BT Retail is treating them as individual issues rather than linking them all together.
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

Throughput has been fairly rubbish all weekend (daytime afternoons) - today included (Bank Holiday). The BT infrastructure is clearly over capacity.
This is about the best it's been today: I'm able to stream at the moment, but this will get worse until midnight, as usual. Not seen daytime throughput issues before.


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Pro
Posts: 3,072
Thanks: 149
Fixes: 8
Registered: ‎01-06-2010

Re: BTO/Plusnet think this is acceptable

how long are like this? a week, 2 weeks or 3 weeks?
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

Since May 13th
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

Oops
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Pro
Posts: 3,072
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Registered: ‎01-06-2010

Re: BTO/Plusnet think this is acceptable

Quote from: LenAsh
Since May 13th

Three months and BT haven't done anything about it. Time for compensation for unfit for purpose fibre.
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

That's a point, but I would prefer a reliable BB service. I pay for the top PN offer and just want it to work.
I don't have any alternative (excluding going back to ADSL), as we don't have Virgin Media piped here in Rutland. All the other ISPs use the same BT infrastructure.
So I'm stuck.
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Pro
Posts: 3,072
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Registered: ‎01-06-2010

Re: BTO/Plusnet think this is acceptable

If it was me, I will cancel everything for unfit for purpose. Three months is bad enough to wait! You should be able to cancel everything for unfit purpose without penalty fee. Or let Plusnet compensation you for three months of slow speed without resolved.  
Best to wait until tomorrow first thing in the morning to see what Adam C have to say!
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Grafter
Posts: 106
Registered: ‎22-12-2012

Re: BTO/Plusnet think this is acceptable

As I stated above, I cannot cancel as it would leave me with no BB. There is no other service available to me.
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Pro
Posts: 3,072
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Registered: ‎01-06-2010

Re: BTO/Plusnet think this is acceptable

Yeah I know what you mean. Three months is bad enough as why can't plusnet Adam C put u on highest prority with BT to chase this up quickly as possible. (But I don't know if BT will charged Plusnet more money if they do LIFT and SHIFT at the exchange might do the trick!)
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Community Veteran
Posts: 19,107
Thanks: 450
Fixes: 21
Registered: ‎31-08-2007

Re: BTO/Plusnet think this is acceptable

Quote from: goldenfibre
If it was me, I will cancel everything for unfit for purpose. ...............

goldenfibre, you never never ever cancel unless you want to lose your services altogether, pay cease fees and then if you want to be connected to someone else pay reconnection fees etc.  Roll_eyes