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Raised ticket 26th sep, still no reply 04 Oct....

fulabeer
Newbie
Posts: 1
Registered: 15-11-2007

Raised ticket 26th sep, still no reply 04 Oct....

Hi
One of your longer(est) serving customers here.
I've seen it all over the years. Company revamps/sales drives/takeovers.
I even stayed when free internet drove many of your customers away.
I've watched my friends constantly have better download speeds, and usually pay much less.
However, overall i've not had any real prblems. So i've stayed.
Until now...!
The internet is moving on, and streaming content is demanding faster download speeds.
So i decided to see what you could offer me.
I was on a older pay as you go type package.
This was with MAX DSL 8 meg.
I managed to get a pretty solid 6 megs, so i assumed your ADSL2+20 meg service should offer 14/15 megs.
However, when i enquired on the site, it quoted an estimated speed of just 10 megs.
I thought maybe becuase of recent "press" that would be the average or "least" i would get.
So i pressed upgrade tp your pro account.
Upgrade day was around 22/24 of Sep.
Nothing happened. And i mean nothing happened. Router still synced to 6500.
So decided to call you.
I was advised to leave it to friday, and then reboot my router. So come friday that is what i did.
Still no change, so i rebooted the router a few times.
All i achieved was to lower my stable rate and sync speed.
So i now have a 5 meg download speed.
I also noticed my upload speed had nearly halved. (was 768 now 440 max)
So again i contacted you after raising a ticket on Sunday 26th sep, which up to now has been totally ignored.
I was promised somebody will look into it, as a 6meg MAX DSL speed normally sees a good ADSL2+ speed.
Anyway, it is now the 4th Oct, i still haven't got the speeds i USED to have. I'm paying MORE for this service.
I know the stock answer will be "it is down to BT/your line", but YOU quoted 10 megs (later changed to 6 megs) not BT.
I give up! One thing is having problems, but to be ignored (when i have contacted you twice) is just to much.
My ticket number is "35665217", i will leave it 24 hours for a response.
If this isn't sorted, and i don't see any improvement to my speeds (as quoted originally 10 megs).
I want some serious discount to stay.
If not, i will take up Virgins offer of 50 megs, as they have virtually kicked my door down to get my business.
I want to be part of the 21 century, not a second class citizen.
Sorry to be so blunt, but enough is enough...

.
6 REPLIES
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

Hi there,
We are currently waiting for the order to allow full upstream to complete, once this is done we will look into changing your profile to give you a consistent speed.
The 10Mb speed we gave you was an estimate, it's important to note this. With your current attenuation you're unlikely to receive that. That's not to say it's impossible if some positive changes can be made to the line stats.
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

If you've got the option of Virgin Cable I don't understand why you are hanging around!
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: 13,264
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

It could be our award winning customer service that stopped them Jelv  Grin
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

No matter how good or bad your service, we're still all at the mercy of BT's DLM which, especially on 21CN/ADSL2+, is broken. 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)
matt_2k34
Grafter
Posts: 1,300
Registered: 09-07-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

Not forever tho thankfully Jelv.
BT are trying to use Target SNR'ing to ignore the DLM completely (much like LLU operators use) (or SNR pinning, or whatever you want to call it)
But basically, line profiles assigned to phonelines. Patience and hopefully we'll get there before FTTC is too common :p
Plusnet Help Team
Plusnet Help Team
Posts: 13,264
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Raised ticket 26th sep, still no reply 04 Oct....

Quote
No matter how good or bad your service, we're still all at the mercy of BT's DLM which, especially on 21CN/ADSL2+, is broken.

We're limited as to how many customers can be entered on to it but we are trialling no-DLM (more accurately fixed DLM) at the moment and the results are promising.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team