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Where's my Q Jump MaxDSL?

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Where's my Q Jump MaxDSL?

I submitted two tickets on the 24/4 and another on 3/5 but I'm still awaitng the upgrade. It's now 9/6 and I think I've been really patient especially as the request was for a q jump. Does anyone from PN have any further information please? I'm getting really cheesed off with waiting now.
17 REPLIES
Community Veteran
Posts: 3,364
Thanks: 15
Registered: 06-04-2007

Where's my Q Jump MaxDSL?

You have not kept up with any news or looked at any threads here for an answer have you.

[1] BT stopped the mass Max DSL upgrade a few weeks ago. It means PN could not submit you.
[2] BT have restarted this week.
[3] It will take PN another few weeks to submit the PAYG and Q-Jumpers.

[4] Do you really want MaxDSL given all the problems there have been so far?

SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
GersFans
Grafter
Posts: 191
Registered: 30-07-2007

Re: Where's my Q Jump MaxDSL?

Quote
I'm getting really cheesed off with waiting now.


Trust me, when you do get max'ed you will be kicking yourself for signing up to jump the queue, its still in beta mode going by the complaints and problems seen here and everywhere else.

Check my line stats on the link in my sig below, then come back here demanding to be upgraded..
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Where's my Q Jump MaxDSL?

Yes I have kept up with the news and was aware that the tool was offline for a few weeks, but my tickets were closed prior to the removal of the tool and as far as I was aware BT were continuing with the upgrades at that time. As far as wanting the MaxDsl is concerned then Yes I do want the upgrade. Friends of mine have been upgraded and are getting no problems whatsoever.
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Where's my Q Jump MaxDSL?

Don't go there.. (IE WHEN IS A QUEUE JUMP - NOT A QUEUE JUMP!)

Check this tale out.

My submission was the 21/4 (1st Day) -

[Support Wizard Journey]

[Additional Information]
I applied for a QJump on the 21st April (around 3pm) ie) in the first few hours of it's existence. Please can you confirm that my details were passed to BT and when this was. I appreciate that the Bulk Order Tracker was suspended by BT, however my request should have been passed to BT substantially prior to this.

If this is the case why would the upgrade not have taken place some 42 days later. I have had to pay PlusNet £15 in the meantime for yourselves and BT to correctly provide me with the 1mb connection I should have always had.

I would appreciate a prompt reply advising when my details were passed to BT and if they have not been the reason for that.

many thanks

patrick

XXXXXXX CSC Agent 4:49am, Saturday 3rd June 2006
Dear Mr Clark,
Unfortunately at 1pm on the 18th May all ISPs (including ourselves) were informed by BT that regrade orders for IPStream Max have been put on hold to allow them time review the current situation and customer experience and make any adjustments.

The BT tool we have been using to submit the 8Mb upgrades will unfortunately not be available again until the 6th June.

For further information about BT's decision to do this please see the following article:-
http://www.theregister.co.uk/2006/05/19/bt_max/

So far we have upgraded approximately 35000 of our Customers to IPStream Max. We apologise for this unforseen delay if you are yet to receive your upgrade but would like to assure you we will recommence with the regrades as soon as we are able to.

We are still accepting queue jump requests at http://trials.plus.net but will be unable to process these until the BT tool is made available again.

Regards,
XXX XXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 8:57am, Saturday 3rd June 2006
As you know if you read my question I am aware of the cessation of the bulk tool please answer the question I asked.


XXXX XXXXXX Agent 9:13am, Saturday 3rd June 2006
Dear Mr Clark,
Your order will be placed at the first opportunity we have once we are allowed to begin resubmissions onto the MAX service.

Regards,
XXXX XXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 10:00am, Saturday 3rd June 2006
So are you saying that it was not originally placed.. that was the original question

XXXX XXXXXXX CSC Agent 3:44pm, Saturday 3rd June 2006
Dear Mr Clark,
That is correct we have benn unable to place order yet please see our previous comments regarding this.

Regards,
XXXX XXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 9:13pm, Saturday 3rd June 2006
There are no previous comments regarding why you did not submit my order could you please explain why my order was not submitted.

Q jump was submitted 21st April - Bulk Tool withdrawn 18th of May - Almost a MONTH later. Please advise my qjump (done on the 1st Afternoon and therefore EARLY in the queue failed to progress before the withdrawal of the Bulk Tool. Plenty of other people who applied after me have received their MAX.

Please advise.

XXXX XXXXXX CSC Agent 7:37am, Sunday 4th June 2006
Dear Mr Clark,
The queue jumping option was there in order to try and get prioritised upgrades, there is no guarantee that this can be done.

Regards,
XXXXX XXXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 9:10am, Sunday 4th June 2006
That is understood also... but what I dont understand is that if I applied on the 21st of April - whilst the upgrade itself was not guaranteed a priority by BT surely an early application to yourselves would have been sent to BT to join their queue and not ignored for a month?

Please advise why my application was not forwarded to BT.

XXXX XXXXXXXX CSC Agent 11:39am, Sunday 4th June 2006
Dear Mr Clark,
It is possible there was an administrative issue, we do not have the resource unfortunately to advise on the upgrade/nonupgrade of individual accounts I'm afraid.

Regards,
XXXXX XXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 8:25am, Tuesday 6th June 2006
I would have thought resource was a vital part of customer service. Have I been submitted or not. All you have to do is look! Mights and maybes dont help. Please don't assume...

XXXXXXXXX CSC Agent 9:26am, Tuesday 6th June 2006
Dear Mr Clark,
The order does not appear to have been placed yet, looking at BTs tracking systems.

If you have submitted a queue jump request then all we can say is that this will be done ASAP.

Regards,
XXXXXXXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 9:59am, Tuesday 6th June 2006
Why not.

I placed 2 queue jump applications, one on the first afternoon it was available. ie the 21st April. Bulk tool was not withdrawn until 18th May.

Is this acceptable or reasonable service? I think you need to prioiritise my application the moment the the bulk tool is available.

Please comment.



XXXXXXXXXXX CSC Agent 4:08pm, Tuesday 6th June 2006
Dear Mr Clark,
Many perople were in the same boat with this as queue jumps were placed but we were still restricted by BT to low numbers that we were allowed to process each week.

As this has now totally been stopeed we will attempt the regarde for you as soon as the system picks up on your queue jump tickets and BT begin the upgrade process again.

Kind Regards,
XXXXXXXXXXXXXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 5:15pm, Tuesday 6th June 2006
Sureley you prioritised the order of submission to BT in the order submitted to yourselves!!!!!!!!!!!!!!!!!

I was in the first group of people to apply.

This seems to back up the general opinions in the forums.

So I was one of the first to apply. But this was ignored and records from days later were submitted instead...

My flabber is truly ghasted.

I will be in touch the moment the Bulk tool is operational to insist on an immediate submission to BT.

Thanks for your attention

XXXXXXXXX CSC Agent 5:29pm, Tuesday 6th June 2006
Dear Mr Clark,
When XXXXXXXXXXXX Bunker said that your order hadn't been placed, he meant just that. Your request for the upgrade has been passed to BT but they haven't yet processed your order.

When we submit an upgrade request to BT they do not instantly do it. They will fit it into the bulk regrades they are doing. For this reason we cannot guarantee when your request will be completed, or in what order the requests will be completed. This is solely down to BT, not Plusnet, and all the other ISPs in the UK are in the same situation.

BT recently stopped the bulk regrades for 2-3 weeks and these are only just starting again as of today.

We will advise you once BT let us know you have been upgraded.

Regards,
XXXXXXXXXXXXXXXXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 7:36pm, Tuesday 6th June 2006
That is fine, all I wanted to know. previous answers have not provided this information and therefore led to all this to-ing and fro-ing. I apologise for that but a correct answer would have saved us both a lot of time.

Cheers

Patrick

XXXXXXXXXXXXxx CSC Agent 12:50pm, Wednesday 7th June 2006
Dear Mr Clark,
Please accept our apologies for this not being made clear in previous contact.

Kind Regards,
XXXXXXXXXXXXXXXx

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 1:26pm, Thursday 8th June 2006
Thanks Adam

Bearing in mind that BT have have the request for over a month.. How long is reasonable to wait before chasing it up.

XXXXXXXXXXXXX CSC Agent 1:32pm, Thursday 8th June 2006
Dear Mr Clark,
I appreicate that you want the upgrade ASAP, but once submitted, there isnt anyway we can chase the order with Wholesale (they will just say that the order is with them), so i cannot really advise on a suitable timeframe for this.

Regards,
XXXXXXXXXXXXXXXXXXXx

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 1:42pm, Thursday 8th June 2006
That is not acceptable. Are you are saying that if in 2 or 3 months time you will not chase the order if if has not been completed, simply because it is with BT and they will do it whenever.

This is meant to be a Queue Jumping system to placate your customers. Please advise a reasonable period for me to wait before chasing again.... ie 2 weeks , 1 month... in 1 months time it will be 2 1/2 months since the application (surely not a reasonable timescale)

Your comment 1:52pm, Thursday 8th June 2006
In fact today is day 49 since the application...

XXXXXXXXXXX CSC Agent 6:07am, Friday 9th June 2006
Dear Mr Clark,
There is no specific service level agreement on ADSL - there are no processes in place to experdite a regrade order due to this. BT will regrade it based upon their ordering and workloads. That the system for queue jumping is in place to submit orders as priority means that where possible, we submit these regrades before others due to that customers are expressing specific interest in upgrade where as others are more prepaired to wait. Once the order is with BT then it is purely on their timescales.

Regards,
XXXXXXXXXXXXXXXXXXx

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 7:31am, Friday 9th June 2006
So if i get fed up of waiting in a couple of weeks then you would suggest I transfer to another supplier who will put me on max immediately as you are unwilling / unable to expidite the upgrade after a 2 month wait?

Are there any costs in switching to a new suppier.

XXXXXXXXXXXXXXXXXX CSC Agent 7:43am, Friday 9th June 2006
Dear Mr Clark,
Unfortunately we cannot react to every person wishing to be upgraded straight away as then we would be in the same situation with anyone.

Should you wish to transfer away, you will need 30 days notice on your account and any subscription payments due in this time are required.

Regards,
XXXXXXXXXXXXXXXXXXXXXXx

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 7:50am, Friday 9th June 2006
Whats your definition of Straight away..... in most dictionarys it is NOT 2 months

NOW I DO NOT WAN'T TO LEAVE PLUSNET, however will I have a choice !!!

any of you Senior Plus net Bods have a view on the above - ie) what is reasonable.!!!! at what point should PN sort this out, are they interested?

Personally I think in two weeks time two months is past reasonable.
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Where's my Q Jump MaxDSL?

Oh and before anyone says, what about the problems with MAX....

Some of us lesser mortals were on 512k for the last two years, some of us were not regraded when 2mb came in because BT's database was incorrect and therefore had to pay to regrade to 1mb (recently because of the max delay)

Therefore a 500k - 1.2mb increase represents a high percentage increase in speed!

Cheers anyway - not meant to be sarky
Community Veteran
Posts: 1,160
Thanks: 1
Registered: 01-08-2007

Where's my Q Jump MaxDSL?

My connection appears to have just started on MaxDSL today, according to my router stats - nothing official from PlusNet yet. I put in my queue jump on 10th May and the ticket was closed on 11th May.

However, I rather think it might just be that I have reached my place in the PAYG queue, having joined towards the end of 2003.
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
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Where's my Q Jump MaxDSL?

I had read some of your posts in the last month or so but I didn't realise things had gone this far. So it seems that closed tickets are no guarantee of the order being submitted. Yet again what a complete and utter shambles.

Tell me Paddy were you on the original LLU list?
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Where's my Q Jump MaxDSL?

No idea, but I dont think so
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Where's my Q Jump MaxDSL?

What exchange are you on?
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Where's my Q Jump MaxDSL?

Apparently I have been submitted.... but that counts for nothing according to Plus Net, BT will do it whenever - there is no timescale!!! that is what is so frustrating, together with the mis-information, assumption and automatic responses that dont fit the question, that seems prevalent amongst a fair proportion of CS.

On the positive side some of the reponses were pretty quick!
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Where's my Q Jump MaxDSL?

Thornton (MYTH)
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Where's my Q Jump MaxDSL?

I checked http://www.samknows.com/broadband/exchange.php?ecode=MYTHT and it seems your exchange has not been LLU'd, so that theory is out of the window. You can get cable in your area though, If I could get cable here I'd jump at it.

I just wish there was a way of contacting BT to get some kind of progress report, I'm really cheesed off with this farce now.
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Where's my Q Jump MaxDSL?

I know one is not meant to bump.. so apologies... But any chance Jon or Mand etc could look at my long post and comment...

many thanks

P
dannykos
Grafter
Posts: 204
Registered: 07-08-2007

Where's my Q Jump MaxDSL?

so that's who's been tying up CS agents over the last few weeks Wink