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A big thank you to the high level escalations team

tony8436
Grafter
Posts: 196
Registered: 16-12-2010

A big thank you to the high level escalations team

I would like to thank the HLE team at plusnet for finally sorting out the problems I have had.  My speed dropped from a poor 0.5Mbps to around 31Kbps for over 6 weeks.  After several phone calls, e-mails and complaints on here, they got my speed back to the poor 0.5Mbps.  They then suggested that I may benefit from a share band account.  The engineer installed the second line but there was a problem with it.  PN then arranged another engineer to sort the problem out and this was done the very next day.  The training period is now over and I can now connect at a speed of around 1Mbps.  I know this is still a poor speed for the 21st century but at least I can now speak to my family on Skype when I go to Afghanistan next month.  I just think it is a shame it had to go as far as high level escalations before it was done.  I'm sure if PN offered this service as standard to people on low connection speeds they would get a lot of business from this village alone.  After all, nobody else is doing anything to help us.  In fact, our county has just been awarded 15 million pounds by BDUK, but the local council have said that we SHOULD see a speed of 2Mbps by the end of 2015.
So once again thank you HLE, especially [removed] who was dealing with the case from start to finish.
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules but noted for staff.]
7 REPLIES
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tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: A big thank you to the high level escalations team

FAQ

Test1 comprises of Best Effort Test:  -provides background information.
Download  Speed
1013 Kbps

0 Kbps 1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1013 Kbps
For your connection, the acceptable range of speeds is 200-1000 Kbps.
Additional Information:
Your DSL Connection Rate :864 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 750 Kbps

If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Please visit FAQ section if you are unable To understand the test results.
tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: A big thank you to the high level escalations team

@oldjim, sorry for posting name here, I have seen other staff names posted here for thanks so thought it would be ok.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: A big thank you to the high level escalations team

No problem - it was really appreciated but we can't only apply the rule to negative comments to which the relevant person can't respond
tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: A big thank you to the high level escalations team

OK just as long as the relevant person and department gets my thanks.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: A big thank you to the high level escalations team

That is why I flagged it up in the hidden forums so that Chris et al can see it
tony8436
Grafter
Posts: 196
Registered: 16-12-2010

Re: A big thank you to the high level escalations team

thank you very much
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: A big thank you to the high level escalations team

and he has - and will pass on your thanks  Grin