Service - I think not and a warning to others
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- Re: Service - I think not and a warning to others
Service - I think not and a warning to others
04-07-2015 7:37 AM
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The telephone line transferred yesterday - 3rd July but not the ADSL. Received an e-mail that as a simultaneous transfer had not taken place then a discount would be applied. Whether the discount would be applied to the telephone or the ADSL I have no idea.
The router did not show and even though I was assured via telephone and live chat that ADSL would go live yesterday it didn't. My order is still showing as 'Activating your line'. In the meantime, in order to obtain internet access I have connected my smartphone although the 3G signal comes and goes and yesterday I had to drive to my nearest city so a couple of important documents could be downloaded. I have incurred extra charges through EE as I have needed to 'top up' my data allowance so all in all a totally unsatisfactory experience.
When/if the fiasco gets sorted out I will be billing Plusnet for the extra charges as clearly there has been a contractual breach. In the meantime there seems little point in engaging with Plusnet either via telephone or live chat. I may even look to simply pay the full 12 month contract fees - move to another ISP and issue proceedings through the small claims court on the basis that a verbal inducement to purchase forms part of a contract irrespective as to the small print.
Apologies for the length of the post and I hope others have had a better experience with Plusnet. Mine has not been and goodness, the ADSL hasn't even been connected yet and I frankly have no idea when it will.
Rant over.
Re: Service - I think not and a warning to others
04-07-2015 9:50 AM
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Probably goes okay 99% of the time so I guess I was the 1% where if it could go wrong then it did.
Re: Service - I think not and a warning to others
04-07-2015 10:02 AM
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Welcome to the forums. Really good to hear that your issue was resolved. An explanation of what went wrong might be offered by CRT (PlusNET staff) however one might guess that this is another example of the inter-organisation IT system issues between BTOR, BTw and ISP management systems. BT's systems are notorious for failure and PlusNET are revising their provisioning system to defend against such failures. However the realise if that system is taking a long time.
All of that said, BTOR failling to confirm that a service has been activated is far too common.
I hope that you'll now have a better operational experience than you've had to date.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Service - I think not and a warning to others
04-07-2015 11:44 AM
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Looks like we didn't get notification from BTW that your broadband order had completed, I am really sorry about that, it does happen on rare occasion. It just requires us activating the account manually rather than automatically.
Have you managed to get connected?
Re: Service - I think not and a warning to others
04-07-2015 2:20 PM
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Router also turned up but I think it may be giving some spurious figures. Speed fine but SNR being reported as 2.1 and there's no way that with an attenuation of 61 would the connection hold. So swapped it back out for my 582n which reports SNR as 6.4 - 2656kbps download. Tried an old Belkin - a really old one and the SNR reported as 6.3.
I'll keep an eye on things as the Plusnet router is a neat little thing but for now I'll stick with the 582 until everything's settled down.
Again, thanks for taking the time out to post on the forum.
Re: Service - I think not and a warning to others
04-07-2015 5:22 PM
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Quote from: bugs4me ... Speed fine but SNR being reported as 2.1 and there's no way that with an attenuation of 61 would the connection hold.
Before changing to FTTC (syncing around 76/19Mbps) I used to get 2.5 to 3Mbps at 4+dB SNRM and 62dB attn for long periods, but i also had short periods (perhaps a week or so running at 3.5Mbps and SNRM down to 2dB (and even 1dB was reported for a couple of hours before a resync )
Phil
Using a TP-Link Archer VR600 modem-router.
Re: Service - I think not and a warning to others
04-07-2015 5:53 PM
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With the PN router the SNR was displaying 2.1 with a download of about 2.4Mbps. No problem as I have a spare TG582n which is now working fine. With a bit of luck and a following hurricane OR may just FTTC enable my cabinet - the exchange has been enabled for several weeks now but getting a date out of anyone - it's a State Secret round these parts.
Re: Service - I think not and a warning to others
05-07-2015 4:24 PM
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With the TG582n router you should try running routerstats (full version from the link below) configured as described below.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Service - I think not and a warning to others
06-07-2015 12:17 PM
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TG582n has been stable for over a day but possibly the thing is still being auto-tweaked from the exchange so there may be a few more adjustments.
Have never understood the FEC, CRC and HEC errors bit.
Again, thanks for your input.
Re: Service - I think not and a warning to others
06-07-2015 3:45 PM
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If you really want to know take a look here - http://www.kitz.co.uk/adsl/linestats_errors.htm
In short, FEC errors are recoveries made by the router without the need for data retransmission. This is facilitated by interleaving, it carries a slight over head but can significantly reduce the need for the data to be retransmitted.
HEC and CRC errors generally require the lost data to be retransmitted.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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