Be careful what you order vs what you get :(
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- Be careful what you order vs what you get :(
Re: Be careful what you order vs what you get :(
28-08-2015 7:32 PM
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Re: Be careful what you order vs what you get :(
28-08-2015 11:12 PM
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Re: Be careful what you order vs what you get :(
28-08-2015 11:26 PM
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Re: Be careful what you order vs what you get :(
01-09-2015 3:06 PM
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- 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.
Re: Be careful what you order vs what you get :(
01-09-2015 5:23 PM
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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.
Re: Be careful what you order vs what you get :(
01-09-2015 9:50 PM
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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.
Re: Be careful what you order vs what you get :(
01-09-2015 10:23 PM
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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.
Re: Be careful what you order vs what you get :(
01-09-2015 10:43 PM
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Re: Be careful what you order vs what you get :(
01-09-2015 10:48 PM
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Re: Be careful what you order vs what you get :(
01-09-2015 11:20 PM
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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
Re: Be careful what you order vs what you get :(
02-09-2015 12:08 PM
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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.
Re: Be careful what you order vs what you get :(
02-09-2015 12:20 PM
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Re: Be careful what you order vs what you get :(
16-09-2015 4:44 PM
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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?
Re: Be careful what you order vs what you get :(
16-09-2015 8:32 PM
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Re: Be careful what you order vs what you get :(
16-09-2015 8:40 PM
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