Massive upload speed reduction
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Re: Massive upload speed reduction
01-01-2016 10:13 AM
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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) |
Re: Massive upload speed reduction
01-01-2016 11:13 AM
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And happy new year everyone
Re: Massive upload speed reduction
01-01-2016 11:14 AM
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Download is consistent with OOKLA but upload isn't! For me OOKLA returns 18.94 and BTW returns 2.62.
York.
Re: Massive upload speed reduction
01-01-2016 11:16 AM
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Re: Massive upload speed reduction
01-01-2016 12:41 PM
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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) |
Re: Massive upload speed reduction
03-01-2016 7:15 PM
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Apologies if I'm clutching at straws here!
Re: Massive upload speed reduction
14-01-2016 6:30 PM
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I've had a couple of calls from a Plusnet representative this afternoon explaining what has happened and quite frankly I'm not amused.
Apparently, when signing up to Fibre on the 38/10 option back in May, I was somehow actually given a deal on an ADSL product. Quite how this happens I have no idea. Then in December this was rectified during an attempt to solve why I had the massive upload speed drop off and I was put onto the 40/2 product! And now, because my line will not support Fibre Extra, there's nothing they can do about it! With regards to the drop off taking place in November, they suggest a possible fault initially causing the problem.
I think I'm quite within my rights to be unhappy about this? For the initial cock up on Plusnet's part to somehow keep me on an ADSL price/package (which is bemusing enough seeing as I paid more than when on the ADSL package!) but then to change my supposed product without telling me and then lead me a merry dance for two months all the while knowing it was their fault.
Surely I'm within my rights to walk away with no penalty after all this? I certainly wouldn't have accepted a 2mb upload speed back in May.
Anyway, apologies if I'm moaning - I just though the details of this particular issue may be of interest to some of you, particularly those who added comments.
Re: Massive upload speed reduction
15-01-2016 3:05 PM
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Re: Massive upload speed reduction
15-01-2016 3:44 PM
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Quote from: DigitalBoy Apparently, when signing up to Fibre on the 38/10 option back in May, I was somehow actually given a deal on an ADSL product. Quite how this happens I have no idea. Then in December this was rectified during an attempt to solve why I had the massive upload speed drop off and I was put onto the 40/2 product!
Doesn't sound right to me.
Quote
5th May 2015 11:58:23 Pending Provisioned Service 'WBC FTTC Annex A 20Mbit/s Up, 40Mbit/s Down, Standard Stability' added as a part of Account Change process 19th May 2015 15:38:00 Received response code #530 with message: 'Your order is now completed successfully' 29th May 2015 11:23:53 Provisioned Service 'WBC FTTC Annex A 20Mbit/s Up, 40Mbit/s Down, Standard Stability' added as a part of Account Change process
Back in May the account was provisioned as 40/20 (Recorded on the account profile). Not 40/2 or ADSL2+
Looking in to this, I see we were only charging for an ADSL product and this was rectified in December.
I'm speaking to a colleague to try and get more info on this.
Quote from: DigitalBoy Excellent - And now I've been charged £5 more!
Although you've been charged £5 more on this months bill, on the flip side of that, we've been charging you £5 less than we should have been for the previous 7 months invoices
Re: Massive upload speed reduction
15-01-2016 3:53 PM
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It's all looking like very much of a mess Harry - from start to finish.
adie:red CSA name removed as per link:rules ]
Re: Massive upload speed reduction
15-01-2016 4:26 PM
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I'm going to escalate that to myself since I'm already dealing with this for you off the back of this thread.
Re: Massive upload speed reduction
15-01-2016 4:30 PM
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I appreciate you taking the time to help deal with this Harry.
Re: Massive upload speed reduction
15-01-2016 4:39 PM
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For what it's worth, I'm pretty confident I've found the cause of the problem after reading through some of your more recent posts.
When the account change went through, the package and the speed profile were updated correctly from what I can see (This is why I didn't notice the problem on my initial responses in December). Other than the fact that we were still billing for ADSL, not Fibre (I'd not seen this previously as I didn't see any reason to check the billing, considering everything else was correct and there was no complaint surrounding the billing side of things)
It looks like on 27/12/15, a package change was put through (To the same package) to correct the billing. This did work, as you're now being billed for a fibre package instead of ADSL. Unfortunately because this package changed was put through after 40/2 was rolled out, the account is now capped
I've passed the account details to a colleague who is currently looking in to this and seeing if they can fix this and as soon as they get back to me, I'll make sure to update the ticket on your account.
Re: Massive upload speed reduction
15-01-2016 4:45 PM
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What do you reckon my chances are of a happy outcome for all involved?
Re: Massive upload speed reduction
15-01-2016 4:56 PM
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