Broadband speed slow - Customer support speed = SLOWER STILL
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Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 7:57 PM
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I have a problem with my broadband speed, I think it is related to a change over from 15gb limited per month to "unlimited" contract, on 1 / 11/ 2009
I also went over the 15 gb limit about 24 hours before my previous 15gb contract expired. so think I may have been throttled.
When I could not get on the net on Monday 2 November I assumed my Router needed to be re-booted. so I left it off for about 30 mins and when re-connected still could not get on the net. so I called customer service, and within 15 minutes (after my "details" of the new contract had been updated, ) I was connected.... at half the speed I had before the changeover...
OK.. tonight there is a message about people in Sheffield area experiening slow speed... I live in Portsmouth so that shouldn`t affect me, and anyway, it has been slow since monday.
not wishing to hang on the phone for 20 mins (as advised by the recorded message) I decided to "raise a ticket".... did that and then I got this message when I pressed the submit button.....
[font=Verdana]Thank you
Current average response time:48 hours 1 minute 23 seconds [/font]
WHAT THE Flipping HECK is that about? TWO DAYS ONE MINUTE AND 23 SECONDS. ? :?
Surely someone will respond a bit quicker than that to a customer request for assistance......... will they?
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 8:52 PM
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Current calls waiting Longest call waiting now Average answer time today
9 20 minutes and 15 seconds 3 minutes and 24 seconds
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 8:56 PM
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I dread to think of how many hard drives are full to bursting point with customers raising tickets, if it takes TWO DAYS 1 minute AND 23 SECONDS before I get a reply. YIKES.. perhaps more staff at customer services/support would also bring down the unemployment levels in Sheffield/South Africa
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:02 PM
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2 days, 1 minute and 23 seconds 4 hours
4hours haha when ever i use to raise a ticket ad be lucky to get it replyed to in 4 hours never mind closed
i find it quicker to drop my ticket in to james pm box and wait for him to get to his desk the following day, where do we go soon thoe
hand cuff him to his desk
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:10 PM
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What is your Current line speed as reported by https://portal.plus.net/my.html?action=stable_rate and what is your IP Profile as reported by the BT speed test?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:31 PM
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Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:32 PM
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Estimated line speed:
1.0 - Checked on 2009-10-23 09:17:39
Current line speed:
750
Prior to November 1st, I was regularly and confidently getting a speed of 1.4mb on a bt estimated line of 2mb
the bt speedtester is so slow it shuts down (wonder if it anything to do with my lousy line speed) so I cannot get a result from them but here is the reports from www.speedtest.net
(and don`t tell me they are no good.... they may be no good to BT, but they are better than no result from BT)
Date IP Address Download Upload Latency Server Distance Share
11/5/2009 8:37 PM GMT XXXXXXXXXXX 0.45 Mb/s 0.10 Mb/s 394 ms Maidenhead ~ 200 mi Open
11/5/2009 8:32 PM GMT XXXXXXXXXXX 0.54 Mb/s 0.37 Mb/s 68 ms Birmingham ~ 100 mi Open
11/5/2009 7:29 PM GMT XXXXXXXXXXX 0.59 Mb/s 0.28 Mb/s 63 ms Birmingham ~ 100 mi Open
11/4/2009 9:39 PM GMT XXXXXXXXXXX 0.62 Mb/s 0.37 Mb/s 69 ms Limerick ~ 300 mi Open
11/4/2009 9:36 PM GMT XXXXXXXXXXX 0.70 Mb/s 0.16 Mb/s 62 ms Birmingham ~ 100 mi Open
11/4/2009 8:19 PM GMT XXXXXXXXXXX 0.59 Mb/s 0.20 Mb/s 79 ms Birmingham ~ 100 mi Open
11/4/2009 8:00 PM GMT XXXXXXXXXXX 0.51 Mb/s 0.11 Mb/s 227 ms Paris ~ 400 mi Open
11/4/2009 7:59 PM GMT XXXXXXXXXXX 0.52 Mb/s 0.16 Mb/s 465 ms Coventry ~ 100 mi Open
11/4/2009 7:49 PM GMT XXXXXXXXXXX 0.35 Mb/s 0.22 Mb/s 73 ms Maidenhead ~ 200 mi Close
11/4/2009 9:39 PM GMT XXXXXXXXXXX 0.62 Mb/s 0.37 Mb/s 69 ms Limerick ~ 300 mi Open
11/4/2009 9:36 PM GMT XXXXXXXXXXX 0.70 Mb/s 0.16 Mb/s 62 ms Birmingham ~ 100 mi Open
11/4/2009 8:19 PM GMT XXXXXXXXXXX 0.59 Mb/s 0.20 Mb/s 79 ms Birmingham ~ 100 mi Open
11/4/2009 8:00 PM GMT XXXXXXXXXXX 0.51 Mb/s 0.11 Mb/s 227 ms Paris ~ 400 mi Open
11/4/2009 7:59 PM GMT XXXXXXXXXXX 0.52 Mb/s 0.16 Mb/s 465 ms Coventry ~ 100 mi Open
11/4/2009 7:49 PM GMT XXXXXXXXXXX 0.35 Mb/s 0.22 Mb/s 73 ms Maidenhead ~ 200 mi Open
11/4/2009 7:47 PM GMT XXXXXXXXXXX 0.48 Mb/s 0.21 Mb/s 119 ms Birmingham ~ 100 mi Open
11/4/2009 12:07 PM GMT XXXXXXXXXXX 0.69 Mb/s 0.34 Mb/s 50 ms Maidenhead ~ 200 mi Open
11/4/2009 12:06 PM GMT XXXXXXXXXXX 0.69 Mb/s 0.32 Mb/s 60 ms Birmingham ~ 100 mi Open
@ Pierre... No I am not an awkward cus.... I need time to collect the information together before posting....
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:36 PM
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Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 9:46 PM
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Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:15 PM
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Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:21 PM
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We also need the result of the BT speedtest - if the IP Profile is different to the PN reported line speed that is something very specific that can be addressed.
As Peter suggested, can you also try the PN speed test please.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:27 PM
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699 kbps download 374 upload.....
This is still less than half the speed I was getting before the 1st November.
It is also LESS than what the Plusnet report page says it is...
quote
Current line speed:
750
unquote
. so no prizes to plusnet for their info... (not me ... plusnet)
@Jelv
I do not know which gateway I am on.....
As previously reported, the BT speedtester is pathetic.... I enter my details and it just sits there grinning at me. daring me to close it before any result is shown... It also shuts down by itself if I sit there long enough...
Whilst I understand the need for BT to require me to use their speedtester for results to be logged on their system, at least they should provide a decent quick service for doing it and not expect customers to be waiting for 10 minutes before it closes down and then have to wait for 3 hours before they can have another go. RIDICULOUS.. is the nicest term I can use.
Just done another www.speedtest.net test.... it confirms the plusnet figures
0.70 and 0.37 mbs
So don`t argue that speedtest isn`t accurate..... !
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:37 PM
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If you didn't complete the BT test there isn't a three hour wait. Have another go to see if you can get it to complete - it would be helpful.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:40 PM
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You are currently connected to the "City Lifeline, Juniper 9" gateway. This gateway is sometimes known as pcl-ag02.
Part two
don`t hold your breath... going for a BT speedtest... "I may be gone for some time....."
Re: Broadband speed slow - Customer support speed = SLOWER STILL
05-11-2009 10:45 PM
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quote
Starting Test Image not loaded
The Performance Tester is now testing Broadband connection. Your configured download throughput speed for this service is 750 k
Please do not move away from this page and do not start any other download activity on your computer.
and
Results Image not loaded
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
639 Kbps
0 Kbps 1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 639 Kbps
For your connection, the acceptable range of speeds is 200-1000 Kbps.
Additional Information:
Your DSL Connection Rate :1120 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 750 Kbps
you can breathe again..... slowly...
NOTE.... BT profile the line at 750 yet the "best effort" they can produce is only 639 ????
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