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Is this a mistake?

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

Re: Is this a mistake?

Can anybody affected try a single disconnect/reconnect in their router?

This may be resolved now.

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 Matthew Wheeler
 Plusnet Help Team
30FTTC06
Pro
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Registered: ‎18-02-2013

Re: Is this a mistake?

All fell asleep!

Baldrick1
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Re: Is this a mistake?

Nope, still 38Mbps.

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Baldrick1
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Re: Is this a mistake?

I simply dropped the internet connection and left it off for about 30 secs leaving the modem on. Was the correct?

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MatthewWheeler
Plusnet Help Team
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Re: Is this a mistake?

@Baldrick1 Can you try again?

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 Matthew Wheeler
 Plusnet Help Team
Baldrick1
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Re: Is this a mistake?

Matthew, sorry still 38/9.2

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RJM
Rising Star
Posts: 186
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Registered: ‎28-01-2013

Re: Is this a mistake?

Just tried as well - still the same.

Araf
Grafter
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Registered: ‎01-02-2015

Re: Is this a mistake?

Tried twice - still the same.

jelv
Seasoned Hero
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Re: Is this a mistake?

What's happening for those whose sync speeds haven't changed?

Modem stats_-_2016-08-03_18.26.10.png

jelv (a.k.a Spoon Whittler)
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JasonMassey
Grafter
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Registered: ‎21-08-2014

Re: Is this a mistake?

Something really odd here.

 

 

I restarted modem/router at 6pm and I was downing around 50mbps (I sync at 52).

 

Then 30 mins later I'm back to 38mbps, this is confirmed by both speedtest.net and bt performance test.

 

Its as if the 55mbps profile was applied for about 30 mins, then the 40mbps profile reinstated.

MKen
Dabbler
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Registered: ‎16-06-2015

Re: Is this a mistake?


@ITWorks wrote:

@zishan wrote:
He also said we have 1000 ppl working here and didn't know who the rep was who told me 5pm, lol

You have been told a load of rubbish, each time you speak to an agent , and they access your account , there should be a note on your account,, giving the name of the agent , time and date.


Assuming the software wasn't updated on 1 August as well

MatthewWheeler
Plusnet Help Team
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Re: Is this a mistake?

Thanks guys.

We are aware that some customers are experiencing problems receiving their upgrade from 40/20 to 55/10.

 We’d like to reassure you we’re still working hard to resolve this issue and hope to have a fix in place soon.

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 Matthew Wheeler
 Plusnet Help Team
ITWorks
Superuser
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Registered: ‎05-11-2008

Re: Is this a mistake?

@MatthewWheeler what is the issue? , PN are happily keeping  all customers in the dark. You are just repeating what has already been said by other PN staff , without giving the customer any detail or valid information.

PN can not even be bothered to put out a service status, why? , what percentage of the customer base that should have moved to 55/10 is the affecting ? 

This thread is a brilliant example, of how not to communicate effectively with your customer base, when you have an ongoing issue, congratulations PN.   

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Vic20
Dabbler
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Registered: ‎13-11-2014

Re: Is this a mistake?

"We are aware that some customers are experiencing problems receiving their upgrade from 40/20 to 55/10."

 

Oh, so it's an UPGRADE is it???? well, that's alright then!!  Funny

andytay
Rising Star
Posts: 106
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Registered: ‎17-05-2016

Re: Is this a mistake?

I tried and still on 38!