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Poor Customer Service!!

N/A

Poor Customer Service!!

I haven't been able to recieve email for the past 5 days due to pop server time-outs (not PlusNet). After a considerable amount of investigation I managed to trace the problem to the PlusNet network.
I rang this morning to report the problem and was told by the CS rep (David) that there was 'nothing that PlusNet could do'. I asked to speak to his line manager (Luke Halworth) and was told that he said: 'sorry we can't investagate any further!'

There is no dispute that the problem is within the PlusNet network so I find it unbelievable the attatude of the two CS reps. Does PlusNet really expect it's customers to tolerate this level of "service"?Huh
6 REPLIES
Community Veteran
Posts: 26,442
Thanks: 688
Fixes: 8
Registered: 10-04-2007

Poor Customer Service!!

Could you explain how you determined it was a problem with the Plusnet network please. Which server are you trying to connect to?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
N/A

Poor Customer Service!!

Conecting to a POP server in NZ (pop.ihug.co.nz) I normally use Outlook as my client. All was well until last Wednesday when I started getting a Outlook error when retrieving email.
I spoke with the mail provider and they reported no issues with the POP server.
I setup a redirect on the mailbox to forward to another mail server of mine that I have setup using IMAP - no problems with this.
I used one of my VPN connections to RDP onto another server that DOESN'T use PN. Tried connecting to the POP server via this connection: No problems at all!
Community Veteran
Posts: 26,442
Thanks: 688
Fixes: 8
Registered: 10-04-2007

Poor Customer Service!!

Doing a tracert to the server, it looks rather dodgy on the Level3 network around New York, Chicago & Denver - definitely outside of Plusnet's control.

If you know you can get a reasonable response from somewhere else (e.g. work) try comparing the tracert results - that may shed some light.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
N/A

Poor Customer Service!!

Yes I agree but my real issue is with the level of CS provided by PN - this is the ticket (which they closed themselves):
"The customer called to advise he can connect to pop.ihug.co.nz however is then getting timeouts. This is not happening on another ISP's connection and the mail provider has advised this is a Plusnet issue. Consulted with floor manager and advised unfortunately we will be unable to investigate this issue as he is able to connect to the server and to replicate the issue we would need login details for the server in question which we do not have. Advised we are unable to use his personal information and therefore we are unable to investigate further. The customer was extremely unhappy with this course of action so I advised on how to locate the complaint procedure on the portal."

As I mentioned in an earlier post, I don't get the same problems if I use another ISP. I did try a Tracert and it did comback without the problems you quite rightly point out.
BUT I don't have a pairing agreement with Level3. I believe it should be PN that should be chasing this but they are just totally not interested.

Well maybe a little - straight after this I raised a suppot ticket to request a MAC and jot the standard reply: one month free and 'can we do anything to resolve your support issue?' - we'll see, but this is some of the worst customer service I have ever experienced.
Community Veteran
Posts: 4,729
Registered: 04-04-2007

Poor Customer Service!!

[root@webserver root]# ping -c 4 pop.ihug.co.nz

PING pop.ihug.co.nz (203.109.252.42) from 172.17.16.110 : 56(84) bytes of data.
64 bytes from tig-nz-akl-ns-42.ihug.net (203.109.252.42): icmp_seq=1 ttl=51 time=307 ms
64 bytes from tig-nz-akl-ns-42.ihug.net (203.109.252.42): icmp_seq=2 ttl=51 time=305 ms
64 bytes from tig-nz-akl-ns-42.ihug.net (203.109.252.42): icmp_seq=3 ttl=51 time=304 ms
64 bytes from tig-nz-akl-ns-42.ihug.net (203.109.252.42): icmp_seq=4 ttl=51 time=304 ms

--- pop.ihug.co.nz ping statistics ---
4 packets transmitted, 4 received, 0% loss, time 3038ms
rtt min/avg/max/mdev = 304.353/305.487/307.565/1.420 ms

[root@webserver root]# traceroute pop.ihug.co.nz
traceroute to pop.ihug.co.nz (203.109.252.42), 30 hops max, 38 byte packets
1 172.17.16.101 (172.17.16.101) 0.481 ms 0.547 ms 0.503 ms
2 lo0-plusnet.ptn-ag1.plus.net (195.166.128.123) 36.249 ms 28.313 ms 30.368 ms
3 ge0-0-0-103.ptn-gw1.plus.net (84.92.3.17) 24.811 ms 24.225 ms 27.398 ms
4 ge-4-1.metro2-londencyh00.London1.Level3.net (212.113.11.41) 28.267 ms 32.739 ms 27.667 ms
5 so-1-3-0.gar1.London1.Level3.net (212.113.3.25) 41.760 ms 33.954 ms 32.821 ms
6 ae-19-53.ebr1.London1.Level3.net (4.68.116.94) 34.640 ms 32.670 ms 32.335 ms
7 * * *
8 * ae-4.ebr1.NewYork1.Level3.net (4.69.132.109) 108.115 ms *
9 * * ae-1-100.ebr2.NewYork1.Level3.net (4.69.132.26) 101.329 ms
10 ae-2.ebr1.Chicago1.Level3.net (4.69.132.65) 125.461 ms * *
11 * * ae-3.ebr2.Denver1.Level3.net (4.69.132.61) 159.388 ms
12 ae-1-100.ebr1.Denver1.Level3.net (4.69.132.37) 148.601 ms * *
13 * ae-3.ebr2.SanJose1.Level3.net (4.69.132.57) 172.996 ms 173.008 ms
14 ae-24-54.car4.SanJose1.Level3.net (4.68.123.110) 170.133 ms ae-24-56.car4.SanJose1.Level3.net (4.68.123.174) 173.120 ms ae-24-52.car4.SanJose1.Level3.net (4.68.123.46) 176.595 ms
15 64.152.102.130 (64.152.102.130) 169.730 ms unknown.Level3.net (64.152.102.62) 175.378 ms unknown.Level3.net (64.152.102.58) 171.442 ms
16 po0-1.gw1.akl1.asianetcom.net (202.147.55.197) 307.955 ms 301.375 ms 299.004 ms
17 ip-static-202-147-45-74.asianetcom.net (202.147.45.74) 300.644 ms 305.361 ms 298.558 ms
18 203-173-63-21.ihug.net (203.173.63.21) 298.276 ms 297.955 ms 302.531 ms
19 * * *


I can ping and trace it fine from my connection, as elvin said things do slow down on the US leg.

If you are still having problems can you post up some pings and a traceroute (tracert).

PlusNet support are correct in that their is very little that they can do with problems like this, but prehapps it could have been better put.

Chilly

PS the Forum rules do not allow the posting of CS agents names.
N/A

Poor Customer Service!!

Tracing route to pop.ihug.co.nz [203.109.252.42]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms my.router [192.168.1.1]
2 26 ms 37 ms 41 ms lo0-plusnet.pte-ag2.plus.net [195.166.128.72]
3 18 ms 20 ms 18 ms ge0-0-0-504.pte-gw2.plus.net [84.92.4.90]
4 19 ms 18 ms 19 ms ge1-0-0-23.ptn-gw2.plus.net [212.159.4.18]
5 18 ms 21 ms 20 ms ge-4-1.metro2-londencyh00.London1.Level3.net [21
2.113.11.41]
6 19 ms 20 ms 19 ms so-1-3-0.gar1.London1.Level3.net [212.113.3.25]

7 26 ms 18 ms 21 ms ae-19-53.ebr1.London1.Level3.net [4.68.116.94]
8 * * 34 ms ae-19-53.ebr1.London1.Level3.net [4.69.132.118]

9 * 94 ms * ae-19-53.ebr1.London1.Level3.net [4.69.132.109]

10 * 88 ms * ae-19-53.ebr1.London1.Level3.net [4.69.132.26]
11 * * 108 ms ae-19-53.ebr1.London1.Level3.net [4.69.132.65]
12 * * * Request timed out.
13 * * 134 ms ae-19-53.ebr1.London1.Level3.net [4.69.132.37]
14 165 ms * * ae-19-53.ebr1.London1.Level3.net [4.69.132.57]
15 164 ms 164 ms 163 ms ae-19-53.ebr1.London1.Level3.net [4.68.123.46]
16 163 ms 167 ms 166 ms 64.152.102.130
17 320 ms 319 ms 317 ms po3-3.gw1.akl1.asianetcom.net [202.147.55.241]
18 317 ms 319 ms 316 ms ip-static-202-147-45-74.asianetcom.net [202.147.
45.74]
19 319 ms 318 ms 315 ms 203-173-63-21.ihug.net [203.173.63.21]
20 317 ms 316 ms 321 ms tig-nz-akl-ns-42.ihug.net [203.109.252.42]

Trace complete.

Pinging pop.ihug.co.nz [203.109.252.42] with 32 bytes of data:

Reply from 203.109.252.42: bytes=32 time=316ms TTL=53
Reply from 203.109.252.42: bytes=32 time=315ms TTL=53
Reply from 203.109.252.42: bytes=32 time=316ms TTL=53
Reply from 203.109.252.42: bytes=32 time=332ms TTL=53

Ping statistics for 203.109.252.42:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 315ms, Maximum = 332ms, Average = 319ms


Chilly,
Above is a trace and ping to the pop server.
As I said in my first post, this isn't isolated or just occuring in the past couple of hours etc ... I have not been able to retrieve my email from this server for the past 5 days.
When I contacted PN CS this morning, they did not even perform a ping test. The rep (and I quoted his name with his permission) simply went away to talk to the supervisor and then returned saying they could do nothing as they needed to logon to the pop server to test and couldn't do that! huh??
In short they were simply not interested in my problem.

When I signed up with PN for a broadband account, I required Internet connectivity, not just connectivity to PlusNet. And by Internet, I don't just mean Web access.
The problem may or may not be being caused by the apparent slow responses on some US hops.
I don't know.
What I do know is that I'm not getting the full Internet connectivity, that I expect (and haven't for the past 5 days).
It may turn out that it is not within PN's power to 'fix' the problem, but they sure as hell should be taking more interest in investigating (if the understand the two little CS words)