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Be careful what you order vs what you get :(

Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: Be careful what you order vs what you get :(

Regarding G.INP with an ECI modem I was under the impression that the G,INP 2nd stage rollout limited it to downstream only where the modem/router doesn't support upstream G.INP and that the ECI modem supports downstream G.INP
mlmclaren
Grafter
Posts: 855
Registered: ‎04-12-2014

Re: Be careful what you order vs what you get :(

Yes, I'm lead to believe thats the case Jim!  Wink
Anotherone
Champion
Posts: 19,107
Thanks: 457
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Registered: ‎31-08-2007

Re: Be careful what you order vs what you get :(

If it's firmware has been updated I believe. I don't know about the 2nd stage roll-out on a Huawei Cab as I haven't been following the whole issue lately, got so fed up with it. This was a stab in the dark anyway.  Whatever, Plusnet need to get their act together and investigate this fault properly.
andywallace1
Newbie
Posts: 7
Registered: ‎23-07-2015

Re: Be careful what you order vs what you get :(

Anotherone:  When I referred to my "war n' peace ticket", that should have implied I have a ticket raised with Plus Net. I have carried out all tests required by Plus Net  in order to get their metrics. That includes, but not limited to:

  • Logged in directly to BT Openreach box on one PC without AV or firewall or any other service running using the speedtest@speedtest.domain user.

  • Ran TAP3 BT wholesale speedtests using same connection method as above (using BT's required username/password combo this time.)

  • Took regular speedtests (as prescribed) from different sources to prove the issue is not just from BTW tests.

  • Reset modem and router on many occasions, including back to factory defaults and a full reconfigure.

  • Changed every LAN cable coming to and from the router/modem.

The list goes tirelessly on.
I've done so many tests I should qualify for a PlusNet salary.
I'm on holiday for the first time in 14 months and getting a rare opportunity to see what's going on during daytime hours. As it stands, at 14:00 today, I'm getting 43.5/10.30. I'll pop back on and show results just after 6pm this evening. I know what the issue is in my area and I know that others are having similar issues. People talk in small communities you see. BT need to pull the finger out, get more fibres laid down the existing path to our exchanges. Then, and only then, will the service will be restored. What I get at the moment, as way of an action, is this:
"Dear Mr wallace,
I tried to call you today but there was no answer.
As per my message, our suppliers advise the fault has been passed to a specialist team that deals with capacity issues at the exchange. We will have a update on this work in 48 hours. We will be in touch once we have their response.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance."
How does that translate to me?  Ticket on hold until yet another given date. In two days time I will be complaining again that nothing is resolved and as the song goes....  "Nothing ever happens! Nothing happens at all.. The needle returns to the start of the song and we all sing along like before...."
"About PlusNet
We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK. Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband."
Best value?  I've just wasted nearly £125 in internet and line rental costs (I don't even use a landline phone) since reporting this fault. Where's the value in that? "Best Consumer Customer service ISP award"?  For what? Most efficient BS machine to keep complaints masked as positive experiences? hahahahahahhahahahhahahhaah
Let me ask you this:     Are they doing you proud?
False marketing is all that is.
Anotherone
Champion
Posts: 19,107
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Registered: ‎31-08-2007

Re: Be careful what you order vs what you get :(

Totally agree with your remarks. But I wouldn't have known if your "war&peace" ticket was still open Wink
Don't forget what I said about leaving a bad result on the BTw tester. I've been told of at least one recent case where a poorly trained CSC agent has picked up a ticket and then said, well the test looks fine! It's only the last result that is visible on the BT server.
andywallace1
Newbie
Posts: 7
Registered: ‎23-07-2015

Re: Be careful what you order vs what you get :(

As you can see the speed from earlier today has deteriorated past acceptable levels. Everything lags online at the moment. The only thing I can do without lag issues is type posts here.
It's a world of difference from the 43.59mbps down I was getting at 2pm. Less than 10% of the normal speed.

This is the uphill battle I face with PN customer support. They can't see past the 6pm watershed when their support options run out. Everything tested by BT Openreach has been before 6pm. According to them I have no issue they can see. The only thing that proves this otherwise are the test results I send them. But they can't send or ask for the help of the FTTC Superfast Assurance team, who can run tests after 6pm. This I have been quoted by a BTO engineer, but according to PN support, this BTO engineer doesn't know what he's talking about and there is no such team available. I try to help and get it thrown right back in my face. I find it hard to believe anything PN support tell me at this time.
Please also note that speedtest detected my location as Leicester. earlier it was Coventry and for all other times it's been London. I live in Fife for pete's sake.
Anotherone
Champion
Posts: 19,107
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Registered: ‎31-08-2007

Re: Be careful what you order vs what you get :(

Speedtest.net is not detecting your location, it is picking a server for your test based on the ping times it gets at the start of the test. It has nothing to do with where you are.
If you have left a bad test result on the BTw Speedtest server, Plusnet really have no excuse. I would respond to your ticket rather more bluntly and ask them "have they bothered to look at the poor result that you got from the BTw test?" Has anyone checked your SVLAN and CVLAN for congestion? Your problem may be the wider issue that a number of other users are seeing with congestion, that has been thoroughly reported on this forum.
Quote
According to them I have no issue they can see.

Tell the agent that has responded to your ticket to get their blinkers off and pass your issue to someone who knows what they are talking about, as at present Plusnet are just looking like complete idiots.
andywallace1
Newbie
Posts: 7
Registered: ‎23-07-2015

Re: Be careful what you order vs what you get :(

Trust me, they are getting regular BTw tests and screenshots, as well as speedtest.net results. This is to show a variety of results form different sources and is what was asked by one support person a few weeks back. It was the most sensible instructions any of them gave out to date. I'm sure eventually they will get someone on the case who knows what they're doing. I think at the moment it's a team leader who's taken on the case for escalation, or at least that's how it looks.
Anotherone
Champion
Posts: 19,107
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Registered: ‎31-08-2007

Re: Be careful what you order vs what you get :(

Well hopefully one of the CRT members will pick this up and confirm the escalation.
deejayburnout
Grafter
Posts: 150
Registered: ‎05-04-2014

Re: Be careful what you order vs what you get :(

i do hope they do for Andy sake.
I am one of Andy friends and served by the same exchange as him and have mirroring speed issues. I have the same issues at the same time as him and it is not good. I had a more consistent speed ( but slower ) connection with my ADSL line. It was always 6.5mbs down 24/7.
Surely when doing there sums, BTO should, in my eyes count the number of properties in a village like ours and install enough capacity to cover in case everyone in Kinglassie ordered 80/20. That way its installed once and forgot about, and no need to dig up the roads every few years to upgrade the fibre. And because not everyone will do that, there will be more than enough capacity.
dick:quote
biglee1974
Grafter
Posts: 89
Registered: ‎04-02-2011

Re: Be careful what you order vs what you get :(

(Not sure if derailing the original intention of this thread, but im responding to the last page of posts).
That's now 5 people I know of on the plusnet forums that have logged fault tickets and complained heavily about very very poor (ie not just poor!) evening speeds - all for the Glenrothes Central exchange. Not only that, but the problems have been ongoing for 4 months!
My ticket has been open since July 7th, but I have BQM data going back a further 2 months that highlight the issue - all of which has been made available to Plusnet.
There is a lot of heel dragging going on here.


MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Be careful what you order vs what you get :(

@andywallace1
Just to confirm this has been escalated to our suppliers.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
stewarta13wsb
Grafter
Posts: 449
Registered: ‎01-08-2007

Re: Be careful what you order vs what you get :(

So, we're up to September the 16th from a fault that started on installation of fibre back on June 26th!
My THIRD BT engineer called today. He was here over two hours and managed to get through to their level two support (apparently no easy task - they hang up after 5 minutes to keep the targets!)
After testing everything (including internal wiring that I'm sure he doesn't have to do) Level 2 got him to eclude PlusNet from the whole setup (don't ask me how) and surprise surprise, without PlusNet caps or errors my speeds were excellent - as you can see from the screenshot of his test on his laptop.
What next PlusNet? Will I now get the speed you sold me... and that I'm paying for?
Terranova667
Pro
Posts: 1,509
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Registered: ‎19-02-2014

Re: Be careful what you order vs what you get :(

Hmm I would be interested to know how the engineer was able to excluded plusnet from the setup without removing the service from the line, at least now you know where the issue lies but how they would go about fixing it if it's related to the cap that plusnet use for the 40Mb package and or the plusnet profile that is used on top of the BT profile i have no idea.  
elfish
Grafter
Posts: 235
Registered: ‎22-02-2009

Re: Be careful what you order vs what you get :(

Perhaps the engineer performed a TAP3 test?