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Is this a mistake?

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Grafter
Posts: 29
Thanks: 3
Registered: ‎01-02-2015

Re: Is this a mistake?

At least on a cruise ship you get a noon update if not from the captain then the navel cadet. No update means they do not know where they are!

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Grafter
Posts: 1,093
Thanks: 2
Registered: ‎08-04-2007

Re: Is this a mistake?

Affected here too. Upload dropped from 17 to 9Mbps. Download still at 37Mbps.

Mushrooms....
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Community Veteran
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Is this a mistake?

Surely this warrants a service status posting (with regular updates) as so many are affected?

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 (£14.40/month)
Mobile: iD mobile (£4/month)
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Seasoned Hero
Posts: 6,973
Thanks: 1,539
Fixes: 12
Registered: ‎01-12-2010

Re: Is this a mistake?

+1 Jelv Thumbs_Up also a apology as to why it has taken so long Ticked_off

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Dabbler
Posts: 11
Thanks: 1
Registered: ‎12-11-2015

Re: Is this a mistake?

My upload has dropped in the way I was told would happen 2 months ago, and my download is the same as it ever was. It's hardly a loss of service is it?

 

I'd have been annoyed if they'd tried to move us to 40/2 as per new users as they probably could have done, but I'm not bothered about this.

 

I'm on 55/20 according to the sync speed, but 38/9.5 in reality. Presumably the 55 is just coincidence? It used to be higher.

 

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Dabbler
Posts: 16
Thanks: 2
Fixes: 1
Registered: ‎09-07-2012

Re: Is this a mistake?

It's not a case of lost service but of a "misleading" email. My profile on BTW is now 37.57 download and 20 upload

but Plusnet seem to have decided that my upload should be reduced to 9 with no benefit to the download. I know that my line is capable of higher speeds than this. Why can't  PLUSNET give a definitive answer to why the download speed has not increased. When, and I'm sure, that many of us are using wireless devices  the speed boost would improve our service.

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Aspiring Pro
Posts: 856
Thanks: 54
Registered: ‎13-10-2012

Re: Is this a mistake?

@demberton

 

You stated "It's hardly a loss of service is it?". I think you miss the point. Plusnet have not delivered what they promised. I sync at 47 Mbps, so the move to 55/10 for me would give me a faster download. I stayed with PN based on their email to me stating that I would receive 55/10 as opposed to my current 40/20. I chose to stay with PN on this basis, not on any other.

So when you say, "it's hardly a loss of service", speak for yourself. What I currently have is not what I signed up for.

 

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Dabbler
Posts: 16
Thanks: 2
Fixes: 1
Registered: ‎09-07-2012

Re: Is this a mistake?

Why haven't PLUSNET posted an explanation?

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Hooked
Posts: 9
Thanks: 2
Registered: ‎03-08-2016

Re: Is this a mistake?


@jelv wrote:

Surely this warrants a service status posting (with regular updates) as so many are affected?


+2. Crass that it isn't.

Good customer service is imagining that you have to pay your customer for their time in dealing with you. 

I must have spent 90 minutes on this over the week, when it would have been ONE if it was on the Service Status page. Dread to think the time and cost in customer services (which we eventually pay for....).

I can just imagine that whoever is blocking posting it on Service Status is on some crazy incentive matrix or someone in the legal dept. Either way, heads need knocking together (metaphorically)!

Meanwhile, the brand reputational damage just piles up...

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Hooked
Posts: 5
Thanks: 1
Registered: ‎19-11-2014

Re: Is this a mistake?

Come on plusnet live up to your "We'll do you proud" logo and your customer satisfaction boast by trying to halt your declining reputation by giving us some detail of what has gone wrong and an indication of when it might get fixed.

I understand and accept that things can and do go wrong, but the best way to pacify customers and keep them onside is to be open honest and frank with them.

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Rising Star
Posts: 226
Thanks: 25
Fixes: 1
Registered: ‎15-08-2014

Re: Is this a mistake?


@jafreer wrote:

Plusnet have not delivered what they promised. I sync at 47 Mbps, so the move to 55/10 for me would give me a faster download. I stayed with PN based on their email to me stating that I would receive 55/10 as opposed to my current 40/20. I chose to stay with PN on this basis, not on any other.

So when you say, "it's hardly a loss of service", speak for yourself. What I currently have is not what I signed up for.

 


Fantastic! This exactly illustrates the point.

I'm sorry, but if my contract for 40/20 carries no weight then why would yours for 55/10 - either now or in the future?...

 

Goose/Gander.

 

If you accept that they can make the service change in the first place, then you accept that they can do whatever they want; and your only remedy is to leave.

 

Sound unsatisfactory?

 

Indeed.

 

And that's why that isn't the law.

 

---
Troubleshooting:
The Limitations of Traceroute & Ping
Latency: Connection "fast" but internet sluggish? Bufferbloat FAQ
Black Holes: Worth noting that the Plusnet Hub One router has an MTU of 1488 bytes.
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Grafter
Posts: 109
Thanks: 5
Registered: ‎21-08-2014

Re: Is this a mistake?

I'm disappointed as I have lost 3-4 mbps on my upload speed.   Upload is important to myself as I work from home as a software developer.

 

The other thing is I use a Draytek 2860n and provide my own upload QOS (Plusnet have no upload QOS).   The Draytek takes lines sync states and uses as basis for it's QOS.  Now I have an artificial cap my upload QOS is not working correct.

 

Additionally I have been out of contract for almost 18 months and could of agreed a cheaper deal, but kept the 40/20.running as did not want to loose the upload speed.

 

The upgrade to 55mbps is welcome, but as i'm someone who values upload more I just wish I could of stayed in 40/20.  Even if someone offered me a 20/20 I would still take it to keep upload.

 

As a side issue, BT / Overreach have a poor reputation on upload speeds, especially with cloud services and workers in remote locations it's not good for productivity in the country.  

To put in context how ridiculous the 9.5 upload cap is, I have a 4G phone and a mast thats 700meters away, my phone can receive over 30mbps upload.

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Rising Star
Posts: 90
Thanks: 4
Fixes: 1
Registered: ‎04-05-2016

Re: Is this a mistake?

Breaking News

 

I've just been notified that this will be resolved by 5pm today and to reboot router to get new profile.

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Superuser
Superuser
Posts: 1,960
Thanks: 605
Fixes: 7
Registered: ‎05-11-2008

Re: Is this a mistake?

@zishan where have you got the information from ?

Mike
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Rising Star
Posts: 226
Thanks: 25
Fixes: 1
Registered: ‎15-08-2014

Re: Is this a mistake?


@JasonMassey wrote:

(Plusnet have no upload QOS).

 

That may no longer be the case if they are applying upstream profiles on their own access routers, as seems, newly, to be happening.

---
Troubleshooting:
The Limitations of Traceroute & Ping
Latency: Connection "fast" but internet sluggish? Bufferbloat FAQ
Black Holes: Worth noting that the Plusnet Hub One router has an MTU of 1488 bytes.