Opening tickets
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Opening tickets
02-12-2017 10:42 AM
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Can any one please explain why we cannot open a ticket any longer. The present methods of contacting PN are extremely inefficient, the online chat is often not available and the phone system is a sad joke.
Re: Opening tickets
02-12-2017 11:13 AM
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But They show no intentions of reinstatement, but prefer twits or bookface as contact options 😞
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Re: Opening tickets
05-12-2017 6:58 AM
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Lynda~
Re: Opening tickets
05-12-2017 12:34 PM
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Re: Opening tickets
05-12-2017 1:05 PM
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Lynda~
Re: Opening tickets
05-12-2017 1:07 PM
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Re: Opening tickets
05-12-2017 2:47 PM
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Hello Anoush,
Thanks for keeping an eye on the threads.
Could I ask you to check out my upload broad band speed. Until recently I had a download speed of 36.5Mb/s and Up of 1.85Mb/s. When the upload change occurred it (upload )went to 3.8 Mb/s at best, the down stayed at 36.5. Since I am achieving a good download speed on my line ,I was expecting a more significant upload increase than I seem to be getting. I would have thought only a "loss" of about 10/20% would occur from the nominal 10 Mb/s up speed, giving me say, 8 or 9 Mb/s actual up speed.
Is there some other factor working against the upload speed other than the "quality" of the line connection ?
Would appreciate any advice you can give.
Pity we don't seem to be able to get answers via the ticket system any longer. Everyone can work at there own rate and timing in that system !!
Re: Opening tickets
06-12-2017 1:15 PM
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Hi there, sorry to hear you're having speed issues.
I've had a look into your account and connection to see the following speeds getting to the router our side:
Sync Status | In Sync |
Downstream Speed | 40.0 Mbps |
Upstream Speed | 4.0 Mbps |
And given the estimates for your line are as follows:
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
||
---|---|---|---|---|
High | Low | High | Low | |
VDSL Range A (Clean) | 48.2 | 35 | 8 | 5.5 |
So it tells us the upload isn't reaching within the estimate speeds although nothing our side is hinting at what's causing this as there aren't any errored seconds or drops within the last 16 days.
Can I ask then, are you currently connected into an extension phone socket with the router at all?
One thing I'd recommend we try either way is plugging into the test socket and seeing how the speeds look.
If you could set up the connection via this method and then run a wired speed test to see if there's any improvements this should tell us where to go from there.
How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Let us know how it goes.
Kind regards,
Re: Opening tickets
06-12-2017 2:59 PM
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Thanks Ben for the reply.
I am connected to the main socket not an extension , it is a fairly modern type . I am wired to the router also so no losses via wi-fi. The download never seems to budge from the 3.8 Mb/s figure. The download is always a very constant 36.5 Mb/s so the "line link" seems pretty decent to me. I am about 600metres from the green cabinet so am pleased to get a decent download.
I would be grateful if you can throw any further light on the upload deficiencies.
Re: Opening tickets
11-12-2017 3:06 PM
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Have you tried plugging your router into the test socket?
I'd also try a different modem if you can too. If you don't have a spare or you're wanting a new one from us I'd call our Customer Options Team on 0800 013 2632 to discuss a replacement.
Failing the above, I'd head on over to http://faults.plus.net to report a fault to us.
Re: Opening tickets
11-12-2017 5:32 PM
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Thanks for the reply.
Today I plugged the modem into the test socket and it made no difference to the upload speed ( nor to the download either).
One thing that did occur after replacing the faceplate back and plugging into main socket and restarting router I got an upload speed of 4.7 Mb/s.
I tried again with direct test socket, reset router, 3.85 again. Replaced faceplate , router into main socket, reset router ,3.85 again.
This seems to suggest that the upload speed is partly dependent onto which server the router latches on reset.
I do not have a spare suitable router to try out ,I'll take up one of your suggestions.
Re: Opening tickets
11-12-2017 8:21 PM
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