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Help I am being Traffic Shaped

abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Help I am being Traffic Shaped

Hi
Last month I went over my traffic allowance by a small margin and was rightly restricted .  On 1st November shaping should have been turned off but wasn't, I posted a ticket  30691263  and an agent agreed that I was still being restricted and asked your networks team to sort it out. This all took three days and now another two days later still it isn't fixed.
To compound this no one will respond to my ticket either, what is going on?
Please will someone have a look at this and get it sorted for me, I am looking at moving to another PN package with a higher allowance when I figure out what I need and whether there is something suitable but not until this issue is sorted and restores some confidence.
Regards
Andy Barron
15 REPLIES
scootie
Grafter
Posts: 4,799
Thanks: 1
Registered: ‎03-11-2007

Re: Help I am being Traffic Shaped

is the 1st your billing date? if not your billing date is the start of your usage month
Highlighted
abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Re: Help I am being Traffic Shaped

My billing date is usually the 1st but occasionally the 2nd, today is the 14th and as I say an agent acknowledged that I should no longer be shaped several days ago.  Still no response to my last contact us post although it still says assigned, not closed.  Perhaps I should raise another ticket to attract their attention.
atbs1
Grafter
Posts: 307
Registered: ‎14-04-2007

Re: Help I am being Traffic Shaped

The plusnet non-reaction is W R O N G  Customer service is lacking. So is customer care in this instance.
Moderator
Moderator
Posts: 27,350
Thanks: 1,896
Fixes: 175
Registered: ‎14-04-2007

Re: Help I am being Traffic Shaped

Sadly I have to say this kind of issue is something I would expect the Comms Team to pick up on.....but not at the weekend.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Re: Help I am being Traffic Shaped

I phoned support over the weekend and got a UK agent who was very helpful.  He told me that the ticket had apparently "got stuck" in the system although an attempt had been made to pass the ticket to the correct team which had failed without notification.  He has now corrected this, this was presumably why I was getting no response because the ticket was "stuck".  Mind you how I was able to post to it if it was stuck I am not sure but that is a different issue.
Hopefully the problem will be resolved today.
I wonder if 24/7 support should not be advertised as such since actually nothing can be done over the weekend so it is really 10/5 or thereabouts.  Yes I know I can get tickets responded to and the phone answered but no action can take place.
adie:quote
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Help I am being Traffic Shaped

Actually, that's not true. Many problems can be dealt with on a w/e, it's only where there is specialist action by a team that doesn't work w/e is needed that the delays may arise.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re:Help I am being Traffic Shaped

We do have people here for support 24/7, however something out of the ordinary which takes a developer, or in your case a network engineer, to sort will only get done in standard working hours.
Those guys are on call, but only for issues which affect a lot of customers, or aspects of our platform etc.
I've asked 'em to take a look at your ticket now, so you should have a response shortly. Smiley
abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Re: Help I am being Traffic Shaped

Thank you for that Mand, yes my ticket has been responded to saying that I am on the correct profile.  Guess what, this afternoon I am speed limited again and expect I will be until shortly after midnight.    Angry Angry Angry
PLEASE someone sort this out.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re:Help I am being Traffic Shaped

Hi there,
I've checked this out myself and you are currently on the non-restricted profile. I'll arrange a live check  after 4pm though, to see if there's something iffy going on.
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Help I am being Traffic Shaped

Have you disconnected/reconnected recently? Sometimes profile changes don't get implemented until you do that.
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)
abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Re: Help I am being Traffic Shaped

The issue is now resolved.  I was in fact on the wrong profile as I said all along although there is apparently some confusion over how this had been set up.  Perhaps you should offer me a job in your support department  Wink
Thanks for your help Mand.
P.S.  I reckon I am due some compensation having spent 16 days on the wrong profile.  Kiss
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re:Help I am being Traffic Shaped

As discussed, all sorted now. Wink
abarron
Newbie
Posts: 7
Registered: ‎13-11-2009

Re: Help I am being Traffic Shaped

Given the bad press that Plus Net have received over customer support in the feedback forum, where this post came from, I felt the need to say that even though it took a while, many of the delays were through no fault of the agents.
I am *very* impressed that Mand took the trouble to call me to check that everything was now ok and I am very pleased to say yes it is.
A big congratulations to Mand and Plus Net on this, most other organisations I deal with just wouldn't have bothered.
Thank you
Andy Barron
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Help I am being Traffic Shaped

No worries at all, glad I could help. Smiley