Usage stats
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- Re: Usage stats
Usage stats
30-07-2012 7:51 PM
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This is the first time in over four years of using Plusnet that this has happened, any suggestions please would be most welcome.
Pete
Re: Usage stats
31-07-2012 10:01 AM
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It /could/ be that you're weren't authenticated with our traffic management platform when you were billed. Not your fault but it happens occasionally and when it does usage won't populate until you reauthenticate. Try disconnecting/reconnecting and leave it six hours or so. If you still have no usage after this then let me know ...
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Usage stats
31-07-2012 10:26 AM
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Don't worry about disconnecting/reconnecting, we've briefly interrupted the session from this end so you should reconnect straight away and have some usage showing within the next couple of hours. Please let us know how things go, thanks.
Re: Usage stats
31-07-2012 5:46 PM
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Usage stats are still showing " No info available", I haven't disconnected/ reconnected yet but I will try that now, Im assuming you just mean switching off the router and back on again.
Thanks for your help so far.
Pete
Re: Usage stats
01-08-2012 8:13 AM
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I hope it can be sorted soon.
Pete
Re: Usage stats
01-08-2012 1:34 PM
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Thanks in anticipation
Pete
Re: Usage stats
01-08-2012 1:44 PM
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Re: Usage stats
01-08-2012 1:44 PM
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With regards to the issue you reported to us, we are aware of a problem with some accounts where customers are unable to view their usage. This has been raised on our system as a Problem and so our Development team are currently looking into this issue (ID 69949).
We apologise for any inconvenience caused and ask that you bear with us while this is resolved.
and
Thank you for getting back to us.
I can confirm that the issue is under investigation but we do not have a projected fix time of when this will be resolved.
Apologies for any inconvenience this may cause.
Re: Usage stats
01-08-2012 1:56 PM
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Hopefully Bob or Matt can shine some light on the issue.
Pete
Re: Usage stats
01-08-2012 4:54 PM
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Apologies for the lack of a response. As alluded to above, we've an internal problem open to investigate why this is happening (ref: 69949). There's definitely more than one cause though. In some instances I've seen, our traffic management switches are failing to authenticate users, whilst in others, the RADIUS data we collect looks to be getting discarded.
There's not much more I can share about what's going on because we're still not 100% sure ourselves
Edit: @Zap, just looked at yours and it's slightly different to the other examples I've seen. I've made some changes this side so can you disconnect/reconnect, give it a few hours and let me know if it's made any difference?
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Usage stats
01-08-2012 5:50 PM
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Cheers Pete
Re: Usage stats
15-08-2012 2:36 PM
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Quote from: Zap I have had the same problem, I first noticed it when I got the emails telling me I exceeded my limit, since then this is the official line from Plusnet support
Zap, your usage should be sorted now.
@PGRGrandad, your problem is slightly different and we're still working on a fix.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Usage stats
17-08-2012 11:10 AM
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I've just had this as well, after changing broadband product. I raised a ticket which was added to PID 69949.
I rebooted the router to see if that would clear the problem. Before rebooting, I ran the tool to see which gateway I was on. It was ptw-ag04.
After the reboot, it's working - or at least, the usage figures are non-zero. Now I'm on gateway ptw-ag01.
Obviously, the different gateway and change of broadband product might just be coincidence.
Re: Usage stats
17-08-2012 11:13 AM
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