Plusnet Support Misunderstanding Tickets
Good Morning,
The BT IP profile (bRAS) has updated to 5Mb/s and the Plusnet current line speed hadn't updated to match it, so I raised a ticket to get it updated. It was a simple question but the support team seem to have completely misunderstood my request and they haven't updated the current line speed. The ticket says:
[Support Wizard Journey]
[I have a question about my broadband speed]
[My Broadband Connection]
[Broadband Speed]
[I have a question about my broadband speed]
[Additional Information]
Good afternoon,
is it possible for the "current line speed" to be updated to 5.5Mb to match the BT IP profile of 5500Kbps,
Thank you.
And I got this this response from Plusnet:
Dear ***,
Thank you for your query.
This is a graph of your connection with us:
After looking at your connection data it looks like you switch your router off when you are not using your internet connection.
If this is correct, you may be affecting your internet speed without knowing it.
There is an automated system at the exchange called Dynamic Line Management that looks for unstable connections, and will slow your connection down to stabilise your line.
The only way to get the Dynamic Line Management to release the hold it has on your line is to leave your router powered up and connected to the phone line for at least 72 hours. This should allow your connection to return to the speed you should be getting.
If, after you have allowed for this 72 hour window, you are still getting slow speeds, please get back in contact with us.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0845 140 0200 if we can be of further assistance.
Kind regards,
***
I don't really understand why Plusnet have responded like this as it has nothing to do with my original question. The reason it appears I haven't been connected is because I have been using IPv6, and as I have mentioned the BT IP profile (bRAS) has been increased, the assumption that I have been turning off my router is incorrect as the profile wouldn't have risen if the router had been switched off.
Is it possible for the "current line speed" speed to be increased to 5000Kbps as per my original request? Could this issue of the ticket not being answered properly be raised in your internal systems as this is not the first time this has happened.
Thank you very much.
The BT IP profile (bRAS) has updated to 5Mb/s and the Plusnet current line speed hadn't updated to match it, so I raised a ticket to get it updated. It was a simple question but the support team seem to have completely misunderstood my request and they haven't updated the current line speed. The ticket says:
[Support Wizard Journey]
[I have a question about my broadband speed]
[My Broadband Connection]
[Broadband Speed]
[I have a question about my broadband speed]
[Additional Information]
Good afternoon,
is it possible for the "current line speed" to be updated to 5.5Mb to match the BT IP profile of 5500Kbps,
Thank you.
And I got this this response from Plusnet:
Dear ***,
Thank you for your query.
This is a graph of your connection with us:
After looking at your connection data it looks like you switch your router off when you are not using your internet connection.
If this is correct, you may be affecting your internet speed without knowing it.
There is an automated system at the exchange called Dynamic Line Management that looks for unstable connections, and will slow your connection down to stabilise your line.
The only way to get the Dynamic Line Management to release the hold it has on your line is to leave your router powered up and connected to the phone line for at least 72 hours. This should allow your connection to return to the speed you should be getting.
If, after you have allowed for this 72 hour window, you are still getting slow speeds, please get back in contact with us.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0845 140 0200 if we can be of further assistance.
Kind regards,
***
I don't really understand why Plusnet have responded like this as it has nothing to do with my original question. The reason it appears I haven't been connected is because I have been using IPv6, and as I have mentioned the BT IP profile (bRAS) has been increased, the assumption that I have been turning off my router is incorrect as the profile wouldn't have risen if the router had been switched off.
Is it possible for the "current line speed" speed to be increased to 5000Kbps as per my original request? Could this issue of the ticket not being answered properly be raised in your internal systems as this is not the first time this has happened.
Thank you very much.
@ReedRichards - I think in principle your theory SHOULD work, but while JoJo is still trying to establish why the new BT update system is not working reliably for everyone it is probably worth remaining cautious.
@sjrinfroyle - on my connection I get the full 8128Kbps sync and leave my router on 24/7 - EXCEPT during thunder storms as I live in an exposed position with overhead phone wiring on poles all the way to the exchange. I find that speed is not affected by the odd overnight switch off. HOWEVER I used to switch the router off if I was going to be away from home for more than a few days (in case of storms), but every time I came home I would find the BT system had kicked in and knackered my profile (down to 2Mbps!) despite my router never showing anything other than the full 8128Kbps sync. I see from your connection chart that you are offline for days at a time, and wonder if your line is affected in the same way as mine ?. Now my router is left on 24/7, I keep a spare in case of lightning or other damage, and my network is physically isolated from the router using a wireless bridge (to void surges through network cables), and besides the router takes so little electricity it is not worth switching it off anyway.
I also agree that tickets are frequently not read properly and that has been a problem for as long as I remember.
In a recent example I was fixing one of "My Referrals" broken broadband connection, and in the fault ticket on their account I specifically requested that all replies be added to the ticket (so I could read what was said) and NOT to phone (as the customer is elderly, hopeless at using the phone, and will not understand anything being told to them). This was request ignored, and the customer received unintelligible support calls, which slowed down the repair of their line. Then coincidently they started receiving SCAM calls from an Indian call centre, the one that asks you to look at log files on your computer, and of course "My Referral" thought it was someone from Plusnet trying to sort out their problem. Aarrgg !
It didn't help that Plusnet were calling using "Number Withheld", as "My Referral" usually ignores those (for their own safety), but then in the online ticket it would say "we tried to call but nobody answered...", so "My Referral" then started answering "Number Withheld" to accept support calls, so didn't think twice when the Indian Call centre called with "Number Withheld" and immediately assumed it was Plusnet.
All because Plusnet staff don't read the ticket
@sjrinfroyle - on my connection I get the full 8128Kbps sync and leave my router on 24/7 - EXCEPT during thunder storms as I live in an exposed position with overhead phone wiring on poles all the way to the exchange. I find that speed is not affected by the odd overnight switch off. HOWEVER I used to switch the router off if I was going to be away from home for more than a few days (in case of storms), but every time I came home I would find the BT system had kicked in and knackered my profile (down to 2Mbps!) despite my router never showing anything other than the full 8128Kbps sync. I see from your connection chart that you are offline for days at a time, and wonder if your line is affected in the same way as mine ?. Now my router is left on 24/7, I keep a spare in case of lightning or other damage, and my network is physically isolated from the router using a wireless bridge (to void surges through network cables), and besides the router takes so little electricity it is not worth switching it off anyway.
I also agree that tickets are frequently not read properly and that has been a problem for as long as I remember.
In a recent example I was fixing one of "My Referrals" broken broadband connection, and in the fault ticket on their account I specifically requested that all replies be added to the ticket (so I could read what was said) and NOT to phone (as the customer is elderly, hopeless at using the phone, and will not understand anything being told to them). This was request ignored, and the customer received unintelligible support calls, which slowed down the repair of their line. Then coincidently they started receiving SCAM calls from an Indian call centre, the one that asks you to look at log files on your computer, and of course "My Referral" thought it was someone from Plusnet trying to sort out their problem. Aarrgg !
It didn't help that Plusnet were calling using "Number Withheld", as "My Referral" usually ignores those (for their own safety), but then in the online ticket it would say "we tried to call but nobody answered...", so "My Referral" then started answering "Number Withheld" to accept support calls, so didn't think twice when the Indian Call centre called with "Number Withheld" and immediately assumed it was Plusnet.
All because Plusnet staff don't read the ticket
Hi guys, I think on 21CN turning the router off doesn't pose the problems it used to, but erring on the side of caution I would say that if a low sync event triggered the PN profile to lower it could cause you issues until that lifts again.
@sjrinfroyle. Hmm, not quite the answer you were looking for. I'll make sure the agent receives feedback about that. That said, your BT IP profile is still showing as 5000. Can you post the results of a BT speed test here?
Jojo
@sjrinfroyle. Hmm, not quite the answer you were looking for. I'll make sure the agent receives feedback about that. That said, your BT IP profile is still showing as 5000. Can you post the results of a BT speed test here?
Jojo
Hi sjrinfroyle,
It's definitely 5000, and I've even ran a consistency check to make sure the bRAS and the DSLAM match and that's fine too. I've moved it up to 5000 on our side now, so you should see that shortly.
Jojo
It's definitely 5000, and I've even ran a consistency check to make sure the bRAS and the DSLAM match and that's fine too. I've moved it up to 5000 on our side now, so you should see that shortly.
Jojo
