Migration Query
The first thing to understand about A&A is that all their options are the equivalent of Plusnet's Pro product - line speed at all times.
They have a very good reputation: http://www.thinkbroadband.com/isp/compare.html?isp_2=1&isp_77=1&commit=Compare
The reason their allowances seem odd is that they are primarily a Business provider, so the evening allowances are higher than daytime, and their off-peak includes all day at the weekends.
They have a very good reputation: http://www.thinkbroadband.com/isp/compare.html?isp_2=1&isp_77=1&commit=Compare
The reason their allowances seem odd is that they are primarily a Business provider, so the evening allowances are higher than daytime, and their off-peak includes all day at the weekends.
Quote from: dogwhisperer Just read the info in the ticket,
As a result rang up to get a mac code which plusnet made it as difficult as possible to get, spoke to Edmund who refused to give us a mac code until I gave him my bank details (sort code) and password for the member centre......I refused to give that info and asked to speak to his manager and was told no such manager was available.....in the end he agreed to send the mac code with me giving partial details of my password......he was as unhelpful as possible.....
In this day and age do plusnet really think I am going to give such personal details over the phone when anyone could be listening?
Total and utter joke......
In the ticket you say you have given me 3 months free broadband, you have got this wrong as you have only given us 2 months (april and may), unless there is something I am not aware of???
You also mention that this is because I have a usable broadband, yet you know there is an on going fault......if you bought a car and it only did 20 mph and stopped working intermittently and the garage turned round to you and said, but its usable, would you accept that?
Hi Adam,
You seem to have forgotten to answer my questions in the above post and respond to the points I raised.....
dogwhisperer,
I'll do my best to answer any questions addressed to me, please bear in mind that this is an open forum and as such an open discussion rather than a direct way to request support, I do realise that I have offered ownership but I cannot make any promises that I will be able to personally deal with you every day to the level you seem to be prompting from us.
It is quite normal and a regular occurrence for customer's to be asked then also to provide billing details over the phone. The request was made in order for us to ensure any outstanding payments could be taken as you requested to cancel. We cannot withhold giving you a MAC key and I don't believe Edmund would not issue a mac key without such billing details. However it is worth noting that due to data protection laws we cannot provide any information relevant to your account with out verifying your identify first, the way we usually do this is by asking you to confirm either the first or last two characters in the password.
To clarify where our retention offer stands, you would not pay until the fault is resolved and we have also offered an additional 3 months free broadband which would be applied as a discount afterwards.
I don't wish to give my direct opinion on how I would respond to such a situation. I do completely empathise with you here and do not wish to play down how this may be affecting you or how this is making you feel, as far as we are aware the speeds you are receiving at the moment are above the 1.5mb estimate provided to you which we would regard as a reasonable level of service.
A fault was raised as room for some improvement was identified and in the spirit of good customer service I have been pushing this through as best I can for you. Yes there has been hurdles along the way and I am sorry if this has led to stress and frustration but I feel that it may be important to take a look at how things are performing at present.
Can I ask if you are willing to run a BT speed test for us today using the BT speetester: http://speedtester.bt.com/ this will allow both of us to realistically reassess how things are with your connection at the moment?
With regards to your other previous comments:
We really do not offer one on one support I'm afraid so I cannot offer this to you. We do have support teams in place which are there for you to deal with in the first instance, I can only advise raising a ticket to them or calling them if urgent then only coming to us as a last resort.
With regards to this, I want to keep expectations low with this as I can't make any promises here that we or BT wholesale can change what has been offered. I will negotiate this with the HLE team today to see if things can be done in the manner you mention. I will reply back to this thread once this has been done.
I'll do my best to answer any questions addressed to me, please bear in mind that this is an open forum and as such an open discussion rather than a direct way to request support, I do realise that I have offered ownership but I cannot make any promises that I will be able to personally deal with you every day to the level you seem to be prompting from us.
Quote In this day and age do plusnet really think I am going to give such personal details over the phone when anyone could be listening?
It is quite normal and a regular occurrence for customer's to be asked then also to provide billing details over the phone. The request was made in order for us to ensure any outstanding payments could be taken as you requested to cancel. We cannot withhold giving you a MAC key and I don't believe Edmund would not issue a mac key without such billing details. However it is worth noting that due to data protection laws we cannot provide any information relevant to your account with out verifying your identify first, the way we usually do this is by asking you to confirm either the first or last two characters in the password.
Quote In the ticket you say you have given me 3 months free broadband, you have got this wrong as you have only given us 2 months (april and may), unless there is something I am not aware of???
To clarify where our retention offer stands, you would not pay until the fault is resolved and we have also offered an additional 3 months free broadband which would be applied as a discount afterwards.
Quote You also mention that this is because I have a usable broadband, yet you know there is an on going fault......if you bought a car and it only did 20 mph and stopped working intermittently and the garage turned round to you and said, but its usable, would you accept that?
I don't wish to give my direct opinion on how I would respond to such a situation. I do completely empathise with you here and do not wish to play down how this may be affecting you or how this is making you feel, as far as we are aware the speeds you are receiving at the moment are above the 1.5mb estimate provided to you which we would regard as a reasonable level of service.
A fault was raised as room for some improvement was identified and in the spirit of good customer service I have been pushing this through as best I can for you. Yes there has been hurdles along the way and I am sorry if this has led to stress and frustration but I feel that it may be important to take a look at how things are performing at present.
Can I ask if you are willing to run a BT speed test for us today using the BT speetester: http://speedtester.bt.com/ this will allow both of us to realistically reassess how things are with your connection at the moment?
With regards to your other previous comments:
Quote Lets see what happens first, you get the fault fixed or I find a new supplier.....I am quite happy to stay with plusnet if you can fix the fault before I find a new supplier and that any problems I have in the future I can communicate directly with you (Adam)......
We really do not offer one on one support I'm afraid so I cannot offer this to you. We do have support teams in place which are there for you to deal with in the first instance, I can only advise raising a ticket to them or calling them if urgent then only coming to us as a last resort.
Quote I won't accept under any circumstances BT coming to my house until they complete the outstanding work and fix the problem, then they can come and have a chat with me and check everything is ok if they wish.
With regards to this, I want to keep expectations low with this as I can't make any promises here that we or BT wholesale can change what has been offered. I will negotiate this with the HLE team today to see if things can be done in the manner you mention. I will reply back to this thread once this has been done.
Yes, that is what has been advised here
As a follow up to my last response HLE would need to visit you briefly before beginning the work as they would like to discuss the history of the issue before beginning work elsewhere at the exchange. Let me know how you would like to proceed.
In our eyes we don't believe you have a substandard service and I think its important that both you and ourselves reassess how your line performs at the moment so we can make a better judgement on this at the moment.
As a follow up to my last response HLE would need to visit you briefly before beginning the work as they would like to discuss the history of the issue before beginning work elsewhere at the exchange. Let me know how you would like to proceed.
In our eyes we don't believe you have a substandard service and I think its important that both you and ourselves reassess how your line performs at the moment so we can make a better judgement on this at the moment.
Good morning dogwhisperer,
Realistically BT wholesale engineers will not read this thread or have access to any correspondence between us and yourself. Our cards are on the table as far as that is concerned.
I need to make you aware that an additional consideration has come to light as your connection is now on a banded line profile with BT which means the speeds may be varying from around the 1500 to 2000 at present. I'm making a request to have this removed right now. This is a job that is manually undertaken by BTW so I can't report a lead time but I will keep you posted as to what's happening.
Also we understand that your speeds may not compare to an LLU provider that you may have used in the past. However we do not offer a service in comparison with LLU so there are no guarantees that speeds provided by a supplier such as us that uses BT wholesale's equipment would match those of an LLU provider.
To summarise the way in which we can offer an engineer visit has not changed but I would strongly recommend seeing how things go once the banded profile is removed before going down that route.
Adam
Realistically BT wholesale engineers will not read this thread or have access to any correspondence between us and yourself. Our cards are on the table as far as that is concerned.
Quote I have just done a BT speed test, download speed is 1.5........sync speed is 2264 down and 568 up......all of these are much lower than my previous non LLU supplier, I have a nice healthy 13 db snr yet the rate adaptive system wont up my sync coz of known fault......which is also why my profile is a pathetic 1750 and its always been higher than that before.
I need to make you aware that an additional consideration has come to light as your connection is now on a banded line profile with BT which means the speeds may be varying from around the 1500 to 2000 at present. I'm making a request to have this removed right now. This is a job that is manually undertaken by BTW so I can't report a lead time but I will keep you posted as to what's happening.
Also we understand that your speeds may not compare to an LLU provider that you may have used in the past. However we do not offer a service in comparison with LLU so there are no guarantees that speeds provided by a supplier such as us that uses BT wholesale's equipment would match those of an LLU provider.
Quote I have just done a BT speed test, download speed is 1.5........sync speed is 2264 down and 568 up......all of these are much lower than my previous non LLU supplier, I have a nice healthy 13 db snr yet the rate adaptive system wont up my sync coz of known fault......which is also why my profile is a pathetic 1750 and its always been higher than that before.
To summarise the way in which we can offer an engineer visit has not changed but I would strongly recommend seeing how things go once the banded profile is removed before going down that route.
Adam
