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Service Levels - What's Happened To Them!

sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Service Levels - What's Happened To Them!

First off I have been a customer of Plusnet since July 2004 and have had a  great service, UNTIL NOW!
Things seem to be going downhill in terms of customer support and service levels  Angry
On the 9th March 9th 2009 I reported a fault with my connection speed (I'm on an upto 8Mb connection and used to average around 6M and a very stable connection). Eventually sorted after a couple of days and some changes at Plusnets end. I was well informed and updated by text message.
Had a similar occurance on the 25th April, again sorted out OK
Report connectivity issues on Agust 6th 2009, eventually resolved on the 9th August. But I felt I was having to chase CS far more to get anything done. Feedback was not on a par with previous experiences.
And now to my latest issue!
Logged Question Number 32016245 at 12:12pm 12th Feb 2010, Issues with speed only getting about 300kbps
Got an auto response at 12:34pm Test Inconclusive passed to relevant team.
Following a number of updates to the ticket from me I eventually get a response at 9:12am 15th Feb 2010," The usual unplug router try again, try it in the master test socket, wait 3 days" one
I have provided feedback on the ticket to the effect that my router has now been connected for 1 day and 18 hours at 4032Kbps by my test speeds are still reporting at approx 300kbps
Guess what I've heard nothing.
If anyone has suggestions of reliable alternative suppliers please let me know.
A totally un-happy Plusnet customer
Steve
17 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Service Levels - What's Happened To Them!

Hi there,
Sorry to hear of the problems you've had, let me go and take a look over your fault shortly.
Quote
I have provided feedback on the ticket to the effect that my router has now been connected for 1 day and 18 hours at 4032Kbps by my test speeds are still reporting at approx 300kbps

Unfortunately it takes 72 hours for the profile to increase and it will only do so if the sync stays connected at a higher level.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Re: Service Levels - What's Happened To Them!

Hi Chris
Thanks for getting back to me.
If I'm understanding you correctly you are saying that my speed is "stuck" at approx 300kbps for 72 Hours, at which point if the connection has remained stable during that period, my speed should return to around the 4032Kbps mark?
Can it not be increase over the time period or manually over-ridden?
Also what happens if it doen't change after 72 hours?
Thanks
Steve
Community Veteran
Posts: 17,656
Thanks: 1,559
Fixes: 18
Registered: 06-11-2007

Re: Service Levels - What's Happened To Them!

After 3 days stable connection, you should be able to "power down" the router, and leave it off for about 10 or 15 mins, then re-boot, which should automatically bring the speed up..... but not necessarily to "full speed" ... that may need further days of "training" and re-booting......    Re - boot should be done between the hours of 10 am and 3 pm .
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Service Levels - What's Happened To Them!

and the speed is controlled bt BT and not PN, who generally can not do anything
Community Veteran
Posts: 17,656
Thanks: 1,559
Fixes: 18
Registered: 06-11-2007

Re: Service Levels - What's Happened To Them!

Forgot to say..... only re-boot once per day. !  otherwise you may start seeing speed drops, as the equipment sees multiple disconnections as a "fault" on the line.....
sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Re: Service Levels - What's Happened To Them!

Thanks for the feedback guys, here's hoping things improve soon. The "lag" is driving me mad!
Call my cynical but I've just been checking when my issues started and guess what!! I was about to jump ship to Sky, as having a combined TV, phone and broadband would save me a packet, in March last year the phone line was moved over to Sky but then they informed me they could only offer 2Mb, so I stuck with Plusnet for the broadband.
Hmmm are BT sabotaging me, for using Sky as my phone line provider by giving a lower priority of service?  or has all this just driven me into paranoia
Community Veteran
Posts: 17,656
Thanks: 1,559
Fixes: 18
Registered: 06-11-2007

Re: Service Levels - What's Happened To Them!

I think it must be a bit of Paranoia !....  Plusnet had some "issues" recently with their equipment, and this has caused a lot of speed issues with customers, me included, but patience will win in the end.!....Are you subscribed to receive updates on Plusnet systems failures by email?  you may not be, and therefore will be "in the dark" if suddenly you lose your speed/ or your connection fails for an hour or so... consequently you will be on the "rants and raves" section pretty quickly ! ! ! .......
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Service Levels - What's Happened To Them!

Quote
Plusnet had some "issues" recently with their equipment, and this has caused a lot of speed issues with customers

But it wouldn't have affected the sync speed, which is where the profile is derived from.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Re: Service Levels - What's Happened To Them!

Well wait for it




wait for it



What a surprise



Date Download Speed Upload Speed
Today 22:37 299 kbps (37.4kB/s) 342 kbps (42.8kB/s) Share
Today 22:31 279 kbps (34.9kB/s) 268 kbps (33.5kB/s) Share
Today 22:30 314 kbps (39.3kB/s) 346 kbps (43.3kB/s) Share
Today 18:30 274 kbps (34.3kB/s) 344 kbps (43kB/s) Share
Today 13:04 203 kbps (25.4kB/s) 353 kbps (44.1kB/s) Share
Today 09:04 377 kbps (47.1kB/s) 376 kbps (47kB/s) Share
Today 09:03 323 kbps (40.4kB/s) 370 kbps (46.3kB/s) Share
Yesterday 22:12 159 kbps (19.9kB/s) 332 kbps (41.5kB/s) Share
Yesterday 22:11 434 kbps (54.3kB/s) 376 kbps (47kB/s) Share
Yesterday 22:10 485 kbps (60.6kB/s) 378 kbps (47.3kB/s) Share
Monday 17:48 297 kbps (37.1kB/s) 330 kbps (41.3kB/s) Share
Monday 16:20 331 kbps (41.4kB/s) 373 kbps (46.6kB/s) Share

3 Days of crap service in anticipation of a return to normal and now this!
It's the nail in the coffin! I will spend tomorrow finding an alternative supplier. HAD ENOUGH OFF THIS CRAP
sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Re: Service Levels - What's Happened To Them!

Or maybe I should re-boot my router and see if that works, but then again it might just be seen as a connection issue and my line rate will drop even further!!!!
ronroam1
Grafter
Posts: 25
Registered: 01-02-2010

Re: Service Levels - What's Happened To Them!

It seems that,despite all the smokescreen comments from Plusnet, that their BB speeds have actually gone rapidly downhill,so to speak.
I joined PN about 10 days ago and my consistent 2MB from long time provider, AOL, is now 756kb from Plusnet.
I am a subscriber to 'Which' and, got the recommendation to go to PN from them.
Now I will be contacting the Which legal team tomorrow to see if I can leave PN without paying £80 for 'deferred' charges for router and set up.
PN advises me to raise a ticket to get the problem looked at. The response time is 19 hours then, I guess, will begin a long, frustrating period of checking the line connection etc.
Sorry, but life is too short ; I'll be leaving even though I might be £80 lighter.
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Service Levels - What's Happened To Them!

to both of you try some simple checks, the first is what are your router stats see http://www.kitz.co.uk/adsl/frogstats.php for how to get them
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: Service Levels - What's Happened To Them!

@sgcrosby
Thanks for your time on the phone, as discussed your IP profile is now at 3500 so if you ask your router to disconnect/reconnect you should see the higher speeds. I'll give you a call again Monday to make sure it's still ok.
@ronroam1
I believe Bob replied to your thread earlier, hopefully he's given you the responses needed.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sgcrosby
Newbie
Posts: 7
Registered: 17-02-2010

Re: Service Levels - What's Happened To Them!

Hi Chris
First off thanks for the call this afternoon, much appreciated.
I have restarted my router as suggested and it is now connected at 1600Kbps and speed test show a average of 1000Kbps, better than the 300Kbps I have endured during the last 7 days.
How do I go about getting it back upto the 4000Kbps my line usually runs at?
Thanks
Steve