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raising tickets but nothing gets done

mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

raising tickets but nothing gets done

Since joining PN i have had unstable broadband my speed can go form 0.55mb to 6mb more often its at the lower end of the margin so i raise a ticket they do the checks say its sorted then again it comes back.
Even when i phone up i say it happens two to three times a month nothing gets done i just want to leave but not willing to pay the £90 out for rubbish service termination.
This month i am at my wits end it is happening more and more so i have decided to withhold payment until it gets sorted i have invested in a mobile broadband dongle and to my surprise i can play my xbox with it with less problems than i do with PN even though i get high ping times.
i know this isnt the place to vent my issues but i am just fed up and let down oh and stuck
21 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,814
Thanks: 108
Fixes: 35
Registered: 27-04-2007

Re: raising tickets but nothing gets done

I'm here and happy to help you with this, I've just looked the ticket on your account and can see that we reported back to you that the issue was fixed which I know you disagree with. The issue we were referring to at the time was the fact that your connection was previously disconnecting frequently, I can confidently say that problem has been fixed so I'm wondering if its just slow speeds that are currently an issue for you?
Before I can get on top of this issue could you please perform some speed tests here for me: http://www.speedtester.bt.com/
Please reply back once done.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

hi here is the info you requested it would seem my internet is working fine for now
Download speedachieved during the test was - 5541 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8056 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 7107 Kbps
Plusnet Help Team
Plusnet Help Team
Posts: 12,814
Thanks: 108
Fixes: 35
Registered: 27-04-2007

Re: raising tickets but nothing gets done

Those stats are really good for your line, agreed it's without a doubt working fine at the moment but don't be shy to let me know if it proves to be problematic again! Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

Will do many thanks i give it a couple of weeks till it happens again but for now it works so happy again lol
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: raising tickets but nothing gets done

your first statement about with holding payment - hope you didn't as that can cause bad problems
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

i did withhold payment but only as a last resort
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

Speeds are down again here is todays info

Download speedachieved during the test was - 1139 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8056 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 7107 Kbps
adagio
Grafter
Posts: 196
Registered: 03-04-2008

Re: raising tickets but nothing gets done

Usual questions:
1. Have you plugged router into test socket?
2. Have you tried different router?
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

i never have it out of the test socket these days but doesnt help lol and on my second router from PN
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

and were getting slower beggining to think PN has released a new package called everynow & then internet as that seems to be what i am on
Cry
Download speedachieved during the test was - 1129 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7896 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 6966 Kbps
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

Download speedachieved during the test was - 1143 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7873 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 6946 Kbps
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

Cry Angry Cry Lips are sealed
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: raising tickets but nothing gets done

HI mccoll2u,
Your profile speed with us was set to 1300 so this will have been causing the lower throughput, I have raised our profile to 6900 to allow for your new BT IP profile. This should take effect shortly.
Jojo Smiley
mccoll2u
Grafter
Posts: 41
Registered: 02-07-2011

Re: raising tickets but nothing gets done

Many thanks it is sorted again for now anyway lol