IP Profile - Plusnet showing customer cervice flaws
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: IP Profile - Plusnet showing customer cervice ...
IP Profile - Plusnet showing customer cervice flaws
19-04-2013 4:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I raised a ticket with Plusnet and have just got the run-around. I'm sure this was done quickly before. All I'm getting now is cut-and-paste irrelevant responses or ... silence.
What has changed with Plusnet? It looks like you outsourced your call centre but why don't your agents give a damn any more?
Re: IP Profile - Plusnet showing customer cervice flaws
19-04-2013 6:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: IP Profile - Plusnet showing customer cervice flaws
19-04-2013 8:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It will look something like this:
Quote Download speedachieved during the test was - 6.21 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :7.81 Mbps(DOWN-STREAM), 0.83 Mbps(UP-STREAM)
IP Profile for your line is - 6.5 Mbps
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: IP Profile - Plusnet showing customer cervice flaws
19-04-2013 9:37 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Our faults team are currently testing your line, it may be that we need to place a SNR reset on your line to resolve this but we need to make sure this is this right course of action first.
We'll update your fault ticket as soon as testing has completed.
Re: IP Profile - Plusnet showing customer cervice flaws
19-04-2013 8:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Why is this so difficult?
I don't want my line testing. It is delivering 0.25 on a 0.25 IP profile. Plusnet sent me a load of stuff showing it would sync at some number above 3M. Why do you want to test it again? Where have the people gone that used to just read your text and fix things? Why do I get this computer/goon generated template stuff?
Ah... the good old days before all this yorkshire accent nonsense...
Re: IP Profile - Plusnet showing customer cervice flaws
19-04-2013 9:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.36Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Yesterday, Plus got a Fault Threshold Rate of 3.63mbps
Re: IP Profile - Plusnet showing customer cervice flaws
20-04-2013 9:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Now that the phone fault is fixed Plusnet will want to see that the line is stable with few errors so will be looking at the error rates. They also need to see how long it is managing to hold a connection (I hope you've been leaving it on permanently with no reboots).
Could you post the full router stats please. If you are using a Plusnet supplied TG582n you get them from here: http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0 (it will require you to enter the user name and password from the card supplied with the router).
It will look like this:
Quote Uptime: 1 day, 1:15:27
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 832 / 7,808
Data Transferred (Sent/Received) [MB/MB]: 115.12 / 431.91
Output Power (Up/Down) [dBm]: 12.6 / 19.8
Line Attenuation (Up/Down) [dB]: 13.5 / 21.0
SN Margin (Up/Down) [dB]: 15.0 / 6.5
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / ????
Loss of Framing (Local/Remote): 0 / -
Loss of Signal (Local/Remote): 0 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 0 / -
FEC Errors (Up/Down): 552 / 404
CRC Errors (Up/Down): 374 / 0
HEC Errors (Up/Down): - / 0
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: IP Profile - Plusnet showing customer cervice flaws
22-04-2013 1:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
However the bad new is I'm still getting 0o.25 actual speed.
I re-booted the modem but that has made no difference.
What do I have to do now? And does anybody know how I raise a a ticket - it takes me 15 minutes to find that normally, and then you often have to answer a load of irrelevant questions on the way./
Re: IP Profile - Plusnet showing customer cervice flaws
22-04-2013 1:05 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: IP Profile - Plusnet showing customer cervice flaws
22-04-2013 8:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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: IP Profile - Plusnet showing customer cervice flaws
22-04-2013 6:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've got two tickets running and I might as well be on the planet Zog.
If I ring up, I'm told I'll have to wait for 20 Minutes.
Is there nothing we can do, given the Plusnet Call Centre simply doesn't work any more?
Or are they on a fortnight's holiday and will be back any week soon?
Re: IP Profile - Plusnet showing customer cervice flaws
23-04-2013 9:55 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've just corrected the speed profile on your account. There's clearly still a problem with disconnections but one of my colleagues on the faults team should be looking into that now.
Adam
Re: IP Profile - Plusnet showing customer cervice flaws
23-04-2013 9:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
adie:orange CSA name removed as per link:rules
Re: IP Profile - Plusnet showing customer cervice flaws
24-04-2013 12:16 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: IP Profile - Plusnet showing customer cervice ...