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Why was my connection interleaved? // Fixing this...

Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Why was my connection interleaved? // Fixing this...

A few weeks ago I noticed an increase in my latency playing on Xbox Live. I put up with it for a little while until it was so bad that I did some investigation. Looking at my router, it appears my connection type has changed from fast to interleave. I did not ask for this and my line has been basically stable since I joined Plusnet (April 2009).
I've asked Plusnet to remove interleaving from my connection, but it seems to be taking an absolute age. Really fed up waiting actually.  Undecided
In the mean time, can anyone spot anything my ADSL stats that indicates why interleaving was turned on?
<img src="http://i.imgur.com/sk0Qy.jpg" alt="" title="ADSL Stats" />
Thanks in advance.
Deak
11 REPLIES
karmi
Grafter
Posts: 60
Registered: ‎13-09-2007

Re: Why was my connection interleaved? // Fixing this...

Wouldn't hold your breath dude have been asking for the past 2 weeks to have it turned on when I upgraded to ADSL2 for some reason they automatically turned interleaving off and now won't turn it on.
Going to phone them soon can't be bothered waiting for my ticket / thread getting replied to yet interleaving part getting ignored. Its literally like the staff don't even read your posts.
Oh well, good luck but if all else fails bethere and ill meet you there!
Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Re: Why was my connection interleaved? // Fixing this...

Hi Karmi,
Just to be clear, I want interleaving OFF not on. My issue that my line, I believe, is decent and should not be interleaved. Being a gamer, the latency is absolutely killing my enjoyment.
But, yeah, Plusnet need to pull their fingers out of their arses on the support front. The delays and unanswered tickets are testament to what I think has become wretched customer service. I'll give them until after the weekend and then vote with my money.
karmi
Grafter
Posts: 60
Registered: ‎13-09-2007

Re: Why was my connection interleaved? // Fixing this...

Ah yeah, I meant to say turned off also. Still on after 10 days of ticket, forum post(S) both with replys from staff members who seem to just completely ignore the question and don't actually do it. Extremely odd as I am in the same boat as you and never had any line issues whatsoever; sync pretty much constantly at 22000/1100.
Going from 15-20ms to 40-50ms constantly is absolutely disgusting and completely noticeable on any sort of online game so hopefully it just gets sorted out but we'll see.
Nice to bump your thread up there though; lets see if anyone is attentive enough to read my posts and turn mine off too ;P
Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Re: Why was my connection interleaved? // Fixing this...

The whole support thing has been really bad and I have little confidence Plusnet will resolve my issue on current form.
What doesn't help is the fact that Plusnet's ticket system is absolutely bizarre. It makes it very difficult to keep track of things. For example... when trying to find an old support issue I have to trawl through endless tickets that were created when I migrated from my old ISP (a different ticket for every single step of the way) and then endless tickets created for every invoice. Add to this the fact that tickets are not categorised (e.g. billing, technical) and it doesn't even email you when a ticket is updated.
Good luck, mate! Do let us know if you have any success!
Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Re: Why was my connection interleaved? // Fixing this...

Well 7 days after they said interleaving would be removed "within 7 days"... still nothing! Had Plusnet bothered to act on my support ticket 12 days ago we might be a bit further along the line, but they sat on it for days without bothering to do anything.
My patience is just about exhausted with this.  Roll eyes
Community Veteran
Posts: 2,106
Registered: ‎06-02-2008

Re: Why was my connection interleaved? // Fixing this...

Sorry about the wait, there was no need for this to be placed with a 7 day lead time, it could have been done in 24 hours. You're not on a 6dB/Fast profile as the order to turn interleaving off has completed. You may need to reboot your router for it to take effect.
Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Re: Why was my connection interleaved? // Fixing this...

I can confirm that interleaving has now been removed from my line.
I have still not received any kind of explanation about:

  • Why my ticket sat in limbo for 5 days

  • Why something that takes < 24 hours took 7 days

  • Why 3 different support personel didn't spot how wrong things were going

  • Why I have had to repeatedly chase via support tickets, this forum, and the Thinkbroadband forums, to get any kind of progress

jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Why was my connection interleaved? // Fixing this...

Hi Deak,
I'm sorry to hear you've had trouble with an order to turn your interleaving off.
Quote
Why my ticket sat in limbo for 5 days

I''ve just been looking at your account, I'm afraid there are some delays on ticket responses at the moment but I don't see a wait of 5 days. From what I can see you raised your query on the 28th January and the ticket was picked up within 20 minutes and passed to the team that would place such an order. This was processed on the 1st of February with a lead time of 7 days. On the 2nd you asked would you be notified when the ticket was updated. We responded on the 6th that it would. On the 8th you asked had it completed and we replied less than 20 minutes later to say it had.
Quote
Why something that takes < 24 hours took 7 days

It did used to be 7 days, but now we can request it in 24 hours, I can only apologise for that.
Quote
Why 3 different support personel didn't spot how wrong things were going

I'm not sure what you mean by going wrong. The 1st agent passed the ticket to the correct dept. The 2nd placed the order. The 3rd advised you would be notified of an update and the 4th informed you it was complete.
Quote
Why I have had to repeatedly chase via support tickets, this forum, and the Thinkbroadband forums, to get any kind of progress

To be honest I don't think the progress was any quicker due to the chasing.
Jojo Smiley

jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Why was my connection interleaved? // Fixing this...

@karmi,
I'm not quite sure what you mean when you say you've been ignored. I seem to remember helping you with these issues here and here.
Jojo Smiley
Deak
Dabbler
Posts: 11
Registered: ‎01-02-2011

Re: Why was my connection interleaved? // Fixing this...

Quote from: Joanne
I''ve just been looking at your account, I'm afraid there are some delays on ticket responses at the moment but I don't see a wait of 5 days. From what I can see you raised your query on the 28th January and the ticket was picked up within 20 minutes and passed to the team that would place such an order. This was processed on the 1st of February with a lead time of 7 days. On the 2nd you asked would you be notified when the ticket was updated. We responded on the 6th that it would. On the 8th you asked had it completed and we replied less than 20 minutes later to say it had.

What the hell?! Way to misrepresent things! Is it really wise to try to wind up a customer up who is already very annoyed? Is that part of the friendly Yorkshire service?
You don't see a 5 days of limbo? Okay.......
- Friday 28th of Jan, logged the ticket. Whilst the ticket was "answered" within 20 minutes, what I'm sure anyone would recognise is that this was a holding reply; "I'll pass this request on...". Don't try to dress this up as meaningful progress to my ticket. The following delays makes this very clear.
- Sunday 30th of Jan, no response so I chased the ticket.
- Monday 31st of Jan, still no response so I chased again.
- Tuesday 1st Feb, still no response so I chased again.
- Tuesday 1st Feb, finally a response telling me that an order had now been placed to have the interleaving removed.
So how many days was that? Friday (1), Saturday (2), Sunday (3), Monday (4), Tuesday (5).
After these 5 days of limbo came the response that I would have to wait another 7 days. After these 7 days, I waited until the afternoon and chased again. This time I also posted on these forums complaining. How do you think a support response telling me it was completed within 20 minutes of my complaint looked? To any reasonable person that has to look like my ticket was forgotten about, doesn't it?
Quote
I'm not sure what you mean by going wrong. The 1st agent passed the ticket to the correct dept. The 2nd placed the order. The 3rd advised you would be notified of an update and the 4th informed you it was complete.

Well that's certainly one take on it! If that's honestly how you see it, can you answer: 1) Why did the second not realise that the ticket had been sitting there for 5 days? 2) Why did the third not recognise that the ticket had not only taken an inordinate amount of time but also that the 7 day lead time was simply wrong?
Quote
To be honest I don't think the progress was any quicker due to the chasing.

That's your honest opinion? How do you explain, as an example, my chasing the ticket via the helpdesk and this forum suddenly seeing it all magically completed within 20 minutes?
Community Gaffer
Community Gaffer
Posts: 17,666
Thanks: 659
Fixes: 162
Registered: ‎05-04-2007

Re: Why was my connection interleaved? // Fixing this...

Quote
1) Why did the second not realise that the ticket had been sitting there for 5 days?

I'm sure the second agent did see how long the ticket had been waiting, I'm not sure what else they could have done though as they placed the order as soon as they picked up the ticket.

Quote
2) Why did the third not recognise that the ticket had not only taken an inordinate amount of time but also that the 7 day lead time was simply wrong? 

The agent who placed the order made a mistake, simple as that, I'm sorry it happened but it does happen. To be fair on the agent, most orders we place do have a 5 working day (7 calendar day) lead time.
As Jojo says, we do have some ticket backlogs (which are being improved) which caused the delay following the initial response.
I can only apologise for the delay in removing interleaving from your line and I'll be sure to speak directly to the agent who placed the order and their line manager to ensure they know these orders can be placed with a 24 hour lead time.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff