cancel
Showing results for 
Search instead for 
Did you mean: 

Most of the time = awesome, sometimes = meh

StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Most of the time = awesome, sometimes = meh

Hey, i just wanted to say i think you do an awesome job of providing a brilliant service. I have not had a single outage and generally get amazing speeds.
However i've had a couple of issues, when i first joined pnet i was getting latency's of about 7-18 in CS:S, however, now i receive about 30-40.
Also i referred a couple of people to plusnet a while back, my inlaws and a good friend. at the time, for every person you referred there was an offer to recieve a £25 voucher, which i haven't received. I am receiving my referral price reduction however.
I hope you can resolve these couple of issues for me.
Thanks!
(last number on the right is latency in pic)
29 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

Hi there,
I'm certain we can reduce your meh-ness and increase the awesome factor here Smiley Looking at your connection logs I can see that its dropping frequently, that will be lowering your speeds and in turn increasing connection latency. So we just need to focus on that really.
Get yourself here to report the fault please: https://portal.plus.net/apps/kbdfaults then drop me a reply here so I can make sure it gets looked at today.
PS re your referrals I've just checked your account (or at least the one your community username links to) and I'm afraid its shows 0 referrals.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,744
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Most of the time = awesome, sometimes = meh

It also looks like the connection drops have caused interleaving to be put on which will have had far more affect on latency than that given by a drop in sync speed.
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 (£13/month)
Mobile: iD mobile (£4/month)
StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Re: Most of the time = awesome, sometimes = meh

here's a couple of emails!
(I have no idea why the amount has dropped)
Quote
My Referrals discount applied to invoice number #27883691
Inbox
X
Reply
support@plus.net to postmaster, me
show details 7 Mar (3 days ago)

Dear Mr Foster,
Account username: thecirus
Congratulations! We are writing to inform you of the discount you have
received through My Referrals and how the discount has been applied.
By referring the following accounts, you have received a discount of
£1.00. This has been applied to your account as a credit of £1.00 against
'Scheduled Payments'.
Referral ID: new_signup
Discount received: £1.00

Quote
My Referrals discount applied to invoice number #27356335
Inbox
X
Reply
support@plus.net to postmaster, me
show details 7 Feb

Dear Mr Foster,
Account username: thecirus
Congratulations! We are writing to inform you of the discount you have
received through My Referrals and how the discount has been applied.
By referring the following accounts, you have received a discount of
£1.50. This has been applied to your account as a credit of £1.50 against
'Scheduled Payments'.
Referral ID: new_signup
Discount received: £1.50

Quote
My Referrals discount applied to invoice number #26845231
Inbox
X
Reply
support@plus.net to postmaster, me
show details 8 Jan

Dear Mr Foster,
Account username: thecirus
Congratulations! We are writing to inform you of the discount you have
received through My Referrals and how the discount has been applied.
By referring the following accounts, you have received a discount of
£1.00. This has been applied to your account as a credit of £1.00 against
'Scheduled Payments'.
Referral ID: new_signup
Discount received: £1.00

Quote
My Referrals discount applied to invoice number #26346792
Inbox
X
Reply
support@plus.net to postmaster, me
show details 07/12/2010

Dear Mr Foster,
Account username: thecirus
Congratulations! We are writing to inform you of the discount you have
received through My Referrals and how the discount has been applied.
By referring the following accounts, you have received a discount of
£1.00. This has been applied to your account as a credit of £1.00 against
'Scheduled Payments'.
Referral ID: new_signup
Discount received: £1.00

Now, i can't remember the username of the people i referred but their names are Julie Grinney, and Richard Bridger OR Ryan Wilson, i'm not sure which one of them made the account. hope that helps!
as for the connection, that's pretty strange, i haven't actually noticed my net disconnect once, or lose any packets. I used to have interleaving off, which is probably why i used to have such good latency's. I'll run the test now.
thanks for the prompt response!
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

hmmm in that case your community might be linking to the wrong account details. Can you PM me your user name so I can double check please?
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Re: Most of the time = awesome, sometimes = meh

it's on every one of those quotes but ok Tongue
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

meh Smiley Yep your community username links to the wrong one, I'll fix that.
Yep you were due some vouchers, I'll raise this with the marketing team to see what we can do. If we can't get any vouchers to you I'll make sure we find another way to credit you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Re: Most of the time = awesome, sometimes = meh

thanks a lot!
didn't seem to get any major resolution to the latency issue using the troubleshooter. Is there anything we can do to improve the latency again? like removing interleaving? When it was off I didn't suffer any disconnects, or nothing that I noticed anyway.
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

I can remove interleaving but it will be in place to try and stop the connection drops. I'll take it of first but the drops won't do your speeds any favours.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Re: Most of the time = awesome, sometimes = meh

thanks, let me know about the voucher situation when you know.
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

No can do re the vouchers I'm afraid, this is as we didn't have any voucher offers on at the time the accounts were signed up.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
StephenF
Grafter
Posts: 152
Registered: ‎02-10-2009

Re: Most of the time = awesome, sometimes = meh

Thats not right, i invited them through the offer, I had to input a code I believe. the vouchers were for "john" something, I can't quite remember, I hadn't heard of the store before.
I think you should look into it a bit further, it's not fair that I have been mislead into believing by inviting my friends and family I would be rewarded to then have it thrown back in my face now they are paying customers. I understand that you are having difficulty getting clarity on the matter, but I absolutely assure you, I invited them through the offer.
It's a shame when customers are loyal to their companies and not vice versa, quite annoyed to be honest.
Community Veteran
Posts: 26,744
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Most of the time = awesome, sometimes = meh

All the offers I've seen have had a deadline for the referrals to sign up. Was there a significant delay between you referring them and them actually signing up?
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 (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Most of the time = awesome, sometimes = meh

No problems getting clarity on the matter to be honest Smiley
The last voucher offer we had ran between October and November last year and the referred account's were signed up well after that I'm afraid. The full terms are available here; http://www.plus.net/features/promotions/referrals_offer_mands.shtml
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,744
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: Most of the time = awesome, sometimes = meh

Hmmm...
Reading that it doesn't make it clear whether the referral has to happen during that period or the actual signup. Sad
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 (£13/month)
Mobile: iD mobile (£4/month)