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A known issue affecting a number of customers on our Unlimited products...

VileReynard
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Registered: ‎01-09-2007

A known issue affecting a number of customers on our Unlimited products...

For no apparent reason my unlimited usage account stopped gathering usage statistics. So I sat for an hour with the rubbish chatbox to report the problem. But apparently only "Networks" could deal with this, so a ticket was raised. Grin

3 days later I got a reply:-

Thank you for your Patience.

We have confirmed this is a known issue affecting a number of customers on our Unlimited products were[sic] it[sic] has not been processed although the information is still there and will be released when available.

You may find that rebooting your router will allow you to see your usage be updated again.

They deserve an award for the most incomprehensible English.

"Reboot my Router" - well why would that make any difference? I think this is Yorkshire humour.  Cheesy

37 REPLIES
rongtw
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Re: A known issue affecting a number of customers on our Unlimited products...

This has been a known issue for years Embarrassed

But as you are on unlimited , it souldnt make any difference .

The reply just shows PN pay peanuts and employ monkeys Cheesy

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VileReynard
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Re: A known issue affecting a number of customers on our Unlimited products...

Sorry, not a fix.

I know it makes no difference in money terms, but I'd like to know my daily usage.

When the Snoopers Charter is fully in place, Plusnet will have to do a fair bit more than just count how many bytes pass through their routers.

grahamt
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Re: A known issue affecting a number of customers on our Unlimited products...

This happened to me a couple of months ago. I phoned up. First line support passed it on to someone in Networks. I was assured that the usage statistics would return. Eventually - though not for a few weeks - they did.

I don't think I ever saw the missing data, though. The fact that I'd gone into a new billing month may have had something to do with it.

 

Maxam
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Re: A known issue affecting a number of customers on our Unlimited products...

My usage statistics has been incorrect for the last 3 months.
VileReynard
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Registered: ‎01-09-2007

Re: A known issue affecting a number of customers on our Unlimited products...

Why does it keep prompting me to say that it has fixed my problem, when it hasn't.

I've got a temporary fix, where they just wiped the first 10 days of the month.

Petard
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Re: A known issue affecting a number of customers on our Unlimited products...

Same problem. I see that Plusnet's log of my usage has been erroneous for about a month now, recording either nil or very low values each day. This is just the kind of thing for which tickets were ideal: they could be passed between departments while we got on with something else. But they have effectively abolished the ticket system, so I shall grumble about it here instead, for all the world to read.

 

Clearly the fault has not been fixed. And once again my faith in Plusnet's technical competence has been undermined. Good going, boys.

Community Veteran
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Re: A known issue affecting a number of customers on our Unlimited products...


rongtw wrote:

This has been a known issue for years Embarrassed

But as you are on unlimited , it souldnt make any difference .

The reply just shows PN pay peanuts and employ monkeys Cheesy


ah yes, but which came first, the monkey or the peanuts.

maybe the peanuts attracted the monkeys to the job.
or maybe they were already employing monkeys and decided that peanuts was more appropriate to pay them.

VileReynard
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Re: A known issue affecting a number of customers on our Unlimited products...

It's the first day of the month, so...

Screenshot from 2016-12-05 16_39_44.png

My computer has been switched on for 4+ hours.

Chat is still broken too.

Knuppel

Plusnet Staff
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Re: A known issue affecting a number of customers on our Unlimited products...

Apologies that this issue is still ongoing. It appears to be a side effect of our network team rolling out a fix for the recent packet loss problems.

 

Hopefully it won't take long for the usage meter to be resolved.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
VileReynard
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Re: A known issue affecting a number of customers on our Unlimited products...

That was last months excuse.

What is the due date for an actual fix?

If Plusnet can't even measure my traffic, how are will they be able to enable the provisions of the recent Snoopers Charter?

Although, Plusnet's inferior capabilities have to be considered a plus point when it comes down to surveillance of their customers.

grahamt
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Re: A known issue affecting a number of customers on our Unlimited products...

My sympathies. As can be seen from another thread in this forum (and from the one I started in Fibre Broadband before I saw the live threads here - sorry about that) you're not the only person affected.

Good point about the record-keeping needed for the snooper's charter. There are all sorts of good reasons why we might want to check our usage - it's not just a financial matter. Checking for hacker/botnet activity is one such reason.

Jonpe
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Re: A known issue affecting a number of customers on our Unlimited products...

My usage meter has not shown any actual usage since 20th July, and disappeared completely after the end of the September/October billing period, leaving just the message that it might take up to four hours to return Laugh

Petard
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Re: A known issue affecting a number of customers on our Unlimited products...

Six weeks have passed since I posted here, and, except for one day, my usage log has been a string of zeroes. The fault has become worse, not better.

 

Might I suggest to Plusnet that they switch their servers off and back on again? When all else fails, this sometimes sorts the problem.

Jonpe
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Re: A known issue affecting a number of customers on our Unlimited products...

@Petard  As you can see from the post above yours, it's been more like six months in my case.