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Broadband speed slow - Customer support speed = SLOWER STILL

Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Broadband speed slow - Customer support speed = SLOWER STILL

This may be in the wrong place, but as it is a request for help about broadband speed it seems to be a good place to start...
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?
63 REPLIES
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Grafter
Posts: 617
Registered: 08-11-2008

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Busy night tonight:
Current calls waiting  Longest call waiting now             Average answer time today
9                                 20 minutes and 15 seconds       3 minutes and 24 seconds
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

So?
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
Angry
scootie
Grafter
Posts: 4,799
Registered: 03-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Average closure time                                    Target closure time
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  Grin
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  Sad
hand cuff him to his desk  Grin
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Shutter,
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 (£13/month)
Mobile: iD mobile (£4/month)
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Gerry is an awkward cus, just like the others, he will answer about his photos, or the traffic in Portsmouth but not his connection speeds, they are slow, he has said so
Crazy 
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Current line speed reported by the link above is a lie
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....

scootie
Grafter
Posts: 4,799
Registered: 03-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

you might want to grab a new ip address or at least edit them out your post  Wink
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Thanks for that !  Smiley
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Gery try the PN speed test  http://www.mybroadbandspeed.co.uk/
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Which gateway are you on?
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Just done the test....

699 kbps download      374 upload.....
This is still less than half the speed I was getting before the 1st November.  Sad
It is also LESS than what the Plusnet report page says it is... Undecided
quote
Current line speed:
    750
unquote

. so no prizes to plusnet for their info...  Embarrassed (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..... !
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

http://usertools.plus.net/@gateway
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Part one
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....."
Community Veteran
Posts: 17,070
Thanks: 1,243
Fixes: 13
Registered: 06-11-2007

Re: Broadband speed slow - Customer support speed = SLOWER STILL

Bt speed test....
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  Huh?Huh