Broadband speed /connection- no update
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Broadband speed /connection- no update
23-04-2013 2:41 PM
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I raised a ticket last Friday about my broadband speeds being terrible-0.3mg!I received the text about it being tested and I would be updated in 24-72 hours,I haven't heard anything.
My speed increased to about 1.5mg yesterday for few hours but has dropped again today.The broadband is also dropping out completely and I have been unable to get online at all,so I'm writing this message really quickly hoping someone can chase this up and update the information on my ticket.
I have recently moved over from Be and was able to receive speeds of 5-7 mg with no issues,I was expecting to at least maintain a decent speed with Plusnet,it started off promising with these speeds being achieved for first few days,what happened?!!!
Thanks,
Sian
Re: Broadband speed /connection- no update
23-04-2013 4:00 PM
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I've checked your fault ticket and it seems we've updated this prior to your post, it's just stating a few tests we'd like you to perform if possible.
Re: Broadband speed /connection- no update
23-04-2013 6:44 PM
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Thanks,
Sian
Re: Broadband speed /connection- no update
23-04-2013 7:34 PM
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When you respond it returns to the back of its "awaiting support team answer" queue, progressively working its way to the front. It is at this stage that using the "I need to add more information" button will drop the ticket to the back of its queue again - so best done only if absolutely necessary.
Re: Broadband speed /connection- no update
23-04-2013 7:45 PM
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Re: Broadband speed /connection- no update
24-04-2013 12:17 PM
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Also does my router need firmware update?Been reading a post where firmware 10.2 is available for the TG582n router and that it can increase the stability,I would have thought it would be updated automatically but it's still on the 8.4.4.J version.Can this be done or am I able to get the update myself from somewhere?
Still can't understand why I didn't have a problem with Be services and suddenly new router and plusnet and it's all gone pear shaped!
Thanks,
Sian
Re: Broadband speed /connection- no update
24-04-2013 3:59 PM
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We've managed to get an appointment for you tomorrow 8am - 1pm Is that any good for you?
Re: Broadband speed /connection- no update
24-04-2013 5:10 PM
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Tomorrow the 25th april between 8-1pm would be great,can you confirm the appointment is booked please.
Can you also look at getting the 10.2 firmware update pushed to my TG582n router,or tell me who I need to contact,as I use a macbook I cannot do it myself,I had a response to another post on this confirming that I need to get you guys to do it,said to ask PN,don't really know who/what that is,
Thanks,
Sian
Re: Broadband speed /connection- no update
24-04-2013 5:22 PM
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Re: Broadband speed /connection- no update
24-04-2013 5:26 PM
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Re: Broadband speed /connection- no update
24-04-2013 10:07 PM
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To update you the firmware update for the router was applied immediately,thanks for that.
We have seen a significant improvement since the update,our speeds gone from 0.7mb to around 4mb,still below the 6.5mb expected lower speed for our line so can we please continue to try and resolve this,I will update again once the engineers been tomorrow,
Thank you for your efforts so far,
All the best,
Sian.
Re: Broadband speed /connection- no update
25-04-2013 8:52 AM
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Re: Broadband speed /connection- no update
25-04-2013 1:29 PM
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My happiness was short lived!
No sign of the engineer,you have a landline and mobile number on record if there's a problem.
Also my partner says interleaving has been applied/switched on,don't know if that's been done yet,but our speeds are now back down to 0.4mb and the internet keeps disconnecting,from the router page it says its timing out because it's idle and then can't find the link to reconnect.
Can you please update me asap about the engineer,don't want to wait in all day if they're not going to show,I could be in the garden enjoying the sun!
Thanks,
Sian
Re: Broadband speed /connection- no update
25-04-2013 2:39 PM
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Re: Broadband speed /connection- no update
25-04-2013 3:14 PM
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Apologies that the engineer has not attended today, this was an issue with our suppliers systems that caused that. I have just spoken with them and they have offered an appointment for tomorrow 8am-1pm is that any good for you?
Interleaving is not currently turned on and we certainly need an engineer visit regarding your connection drops.
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