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20548064 Can Plusnet Support Help Please

sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

This ticket has been going on for ages and was supposed to be resolved

After actually getting a BT engineer to play with my RAS profile in the exchange and increase my sync speed, Plusnet have confirmed my IP Profile with BT in this ticket, speed tests have also confirmed and guess what...

PLUSNET have set my MSR at 500kbps....

Speedtest Result however Plusnet knows this as they posted up the results of a whoosh test and have confirmed it several times in the ticket.

Test1 comprises of Best Effort Test:
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 2304 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 436 kbps


I'm at the point now of requesting my MAC, to busy to spend my time working around Plusnets broken process...
46 REPLIES
bobbygeorge
Grafter
Posts: 373
Registered: 30-07-2007

20548064 Can Plusnet Support Help Please

You should feel lucky you at least got a response to your ticket.

I raised a ticket 3 days ago & am still awaiting an initial response from plusnet staff.

Any problems they can't fix/needs human input from plusnet or doesn't have an automated response set up for it will just be quietly avoided until the problem goes away all by itself (i.e. bandwidth,ellacoya problems) which incidently are the cause of 99% of the problems posted here on these forums Shockedops:
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

I would feel lucky but this ticket started on the 21st October!!

Plusnet support, please look into this a please get it sorted, my IP Profile has been over 2000kbps for well over a week, its the MSR at your end that is not refreshing correctly.... Sad
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Just had a reply to the ticket

Quote
Dear Mr Baker,
This value is set depending on information received from BT.

For further details please see the Max section of the portal.


This is an absolute disgrace, the ticket contains the results of 2 whoosh tests, 6 BT speed tests which all clarify that my BT profile is 2000kbps (and expected to rise as I have got stable 2688kbps downstream sync after reboot)

What is the point wasting my time with all this non-value added time, if only you could concentrate on resolving customers issues instead of providing STUPID answers to satisfy SLA's

Plusnet, this really sux... I have tried to be so helpful to you in the past (referrals, identification of damaging security issues with your portal, defending plusnet on these forums) however my patience has run out. I'm sick of being punted off by answers that offer no value at all and a support network of 1 or 2 'good' agents...

Can someone please look into this and offer a resolve Evil
N/A

20548064 Can Plusnet Support Help Please

Actually I recall you helping with the portal and its sad that a "valued" customer should be treat this way, especially as I've seen the effort you've put in to help them out!
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Hi, thanks for that! The shame is, I'm not sure they know the meaning of 'value'... After that incident they promised me a letter which never got sent and subsequent messages I sent were ignored...

Not a clever move really when someone can so easily find a major issue, should have went straight to the press Wink
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Just had ticket reply saying:

Quote
Your current downstream line rate is set to 2272. This is the maximum at this time the line will support. On the speeds stated we would not be able to raise this further as they are above 400kbps


Well, my downstream is actually 2688 but never mind!

This problem is NOT with BT, BT's IP Profile is 2000kbps and Plusnet has the MSR set at 500kbps

Jesus Christ, how hard is this??

Plusnet, please get this thing sorted!!!!
Community Veteran
Posts: 14,469
Registered: 30-07-2007

20548064 Can Plusnet Support Help Please

Unfortuneately you are one of many people suffering at the incompetence of many PN CS staff in dealing with faults. There are so many instances where one CS agent does not bother to read the whole ticket, often answers in contradiction of previous replies or the evidence supplied resulting in yet another irate customer.

It happens far to frequently and PUG keep reporting such incidences but the problem continues.

I have flagged the ticket up for comms to look at so hopefully it will get resolved now.
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Peter, Hi

Thanks loads for flagging. Irate is not the word, why do I pay for a service where even after I have spelt it out they still get it wrong.

This instance has further reinforced by decision to look elsewhere, PN should be appalled....
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

PN has now changed my MSR to 2000kbps... however speed tests are still coming out at:

BT Speedtester:
Test1 comprises of Best Effort Test:
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 2688 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 407 kbps

Plusnets Test
11-11-2006 16:12:49 451.4
11-11-2006 16:09:19 439.8
11-11-2006 16:08:57 511.4
11-11-2006 16:08:35 462.4

Exchange check says VP are reporting Green.... Is there any way to route directly through BT?
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Update:

Got a reply regarding raising a fault and confirming I have tried different equipment on the line, fair enough I thought. Replied letting them know that I have tried different equipment, tried different filters, quiet line test, 3 speedtests etc etc

Then get a reply:

Quote
So that we can further investigate this issue we will need you to run the BT Speedtester service, so that we can confirm the speed of the physical connection.

Details on how to run this can be found here:

http://usertools.plus.net/tutorials/id/27

This test needs to be run 3 times between 00:00am and 16:00pm, with at least 30 minutes between each test.


You gotta be kidding, I have already told you I have completed these tests and have even posted the results on the ticket, 3 times today....

Why don't people read the tickets? How hard is it? All that's happening here is a quick reply to satisfy SLA's, you do what you get measured on. Try measuring customer satisfaction or faults corrected first time rather than open tickets per hour

I can quite honestly say I am absolutely disgusted with PN, I'm not wasting my time when PN cannot spend a minute understanding the fault. Either this is resolved in a professional manner or I'm off
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Update:

Looks like a CSC Analyst has picked this up and has run what looks like 2 whoosh tests...

Quote
DSL Status Check Analysis
OK.

Circuit Information
Circuit In Sync
NTE In Service
NTE Power On
Bypass Not Activated
MUX In Service
Upstream xDSL Link Info
Loop Loss 30 dB
Margin 21 dB
Errored Seconds 0
HEC Errors 0
Cell Count 61718871
Speed 448 k
Downstream xDSL Link Info
Loop Loss 52.5 dB
Margin 15 dB
Errored Seconds 0
HEC Errors 0
Cell Count 219646463
Speed 2688 k

DSL MAX
Downstream Line Rate 2272
Downstream Line Rate Timestamp 06/11/2006 21:59:57
Maximum Stable Rate Re-set (Y/N) N
Profile Change Time 20/10/2006 17:44:36
Maximum Stable Rate 288
Fault Threshold Rate 288
Interleaved Auto


and a speed test lookup (looks like they are looking up records from the BT speedtest?) Which has returned a "No records found for this circuit"??

I guess these are internal tests which is why it has not returned as a formal comment...

What I don't understand is the whoosh test identifies the downstream sync as 2688k, then identifies the downstream line rate as 2272k then the maximum stable rate and fault threshold rate is 288k? I have been running speedtests every day and until Friday 10th Nov, everything was working at the correct speeds...

Looks like it has gone back to what I first created the ticket for, BT then performed the changes on my RAS profile...

Can anyone shine some light on this please?
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Got an update today, this has been referred to BT as a fault. Will update this thread as soon as I get a response...

Any help on the above post would be great! Cool
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Well tonight came home to a 1728kbps downstream and what looks to be an IP Profile of 900kbps...?

Great, my connection has had a stable 2688 downstream for weeks until today!! My downstream SNR margin is 17db, if maxDSL targets 6db, I *should* have the capability of a much faster connection!!

Someone please help?!? Sad
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

20548064 Can Plusnet Support Help Please

Just to add to this, my downstream attenuation is 53db, rather high but accommodating the approx 13.81db/km loss of standard gauge copper (0.4mm)

That would mean I'm 3.76km from the exchange and in the realms of 4-4.5mb....