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Yes - you read that right. There is now a service out there that gives you a fantastic 186k download speed. Forget all those other providors that promise you the speed of light! Lay back, relax and chill out with some background music and watch your favourite web pages load - bit by bit.... by bit by....(but you must take out the PlusNet Broadband Your Way Option 3 package to get this) :mad:

Ok jokes aside. I have been with plusnet for over 6 years now and why I am still with them I do not know. First 4 years - no problems at all (apart from a year when I had no BT line and they insisted on charging me every month for a service I could not get-that's another story!)

Then between 16 and 20 months ago my service started to break up. I should have been on 2 meg (8 now). However every 6 to 8 weeks all I could get was about 280k - after a complaint and many tests the problem would 'Clear itself up' without anything being done. Until 6-8 weeks later when it would start all over again. A complaint to Oftel did not even bother them. They told me to go elsewhere when I threatened them with leaving.

Well they have surpassed themselves now. I have had a whopping 186k for the last 5 days - the answer to my problem? Switch on interleaving for the next 5 days and see what turns up. Great - that's just what an online gamer dreams about, running at 186k with a PING killer sitting on the line. I told them NO, I did not want interleaving, I run two game servers and I cant play on them, the 186k is killing me now without a PING killer added. The answer was short sharp and simple. It gets switched on or NOTHING will be done to resolve this year + long problem!

Plusnet pre BT takeover 10/10 - now??

Anyone else out there with plusnet getting the run around from their support team? I am putting ANOTHER complaint together to submit to the regulatory bodies and would love to have some more wood for the fire!

Regards in advance.
 
Hi Lespearson, could you post two speed tests from BT so we could try to help give you more information. The first as your setup is now the second disconnect everything from the phone line just reconnect the router in the test socket behind BT's master socket plus your routers stats. This information can help me give further advice.
 
Yes - you read that right. There is now a service out there that gives you a fantastic 186k download speed. Forget all those other providors that promise you the speed of light! Lay back, relax and chill out with some background music and watch your favourite web pages load - bit by bit.... by bit by....(but you must take out the PlusNet Broadband Your Way Option 3 package to get this) :mad:

Hi there, really sorry to hear you're having problems. I'd be happy to take a look at your account if you PM me your username or a ticket ID.

Ok jokes aside. I have been with plusnet for over 6 years now and why I am still with them I do not know. First 4 years - no problems at all (apart from a year when I had no BT line and they insisted on charging me every month for a service I could not get-that's another story!)

Not sure I understand this TBH. If you didn't have a BT line then would it not have been better to cancel the account rather than leave it open?

Well they have surpassed themselves now. I have had a whopping 186k for the last 5 days - the answer to my problem? Switch on interleaving for the next 5 days and see what turns up. Great - that's just what an online gamer dreams about, running at 186k with a PING killer sitting on the line. I told them NO, I did not want interleaving, I run two game servers and I cant play on them, the 186k is killing me now without a PING killer added. The answer was short sharp and simple. It gets switched on or NOTHING will be done to resolve this year + long problem!

We don't *have* to turn interleaving on but it's a logical step as part of the fault diagnosis. Our automated faults tools will automatically do this, which is probably why you were advised that we had to turn it on. We do have the option of raising a fault manually and bypassing the automated systems.

It sounds to me like your IP profile has been lowered by BT Wholesale's Dynamic Line Management systems. This normally happens where the quality of your line causes your kit to sync at really low speeds. I'd be able to give you a run down of the times and dates that this happened if I can get access to your account.

You don't mention what you've tried so far to help diagnose/fix the problem?

How much of this has been tried?

I'm sorry to hear you're thinking about complaining :(

I'm happy to try and help out though if you fancy getting in touch?

Rgds,
 
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Thanks for the replies guys. Much appreciated.

Not sure I understand this TBH. If you didn't have a BT line then would it not have been better to cancel the account rather than leave it open?


You don't mention what you've tried so far to help diagnose/fix the problem?

How much of this has been tried?

I'm sorry to hear you're thinking about complaining :(

I'm happy to try and help out though if you fancy getting in touch?

Rgds,

Well they refused to cancel my account because I owed them money for a 'house move'. Strange thing is - I refused to pay the fee because....I never moved house. Yep, you read that right the first time! I was warned that I had two choices if I wanted my MAC Key to move onto another provider, Keep the direct debits going until I got my BT line back or cough up for a house move that they simlpy made up.

Well - that is in the past and as I said - another story.

Support No - 26845126
I have tried everything you can think of. It has, as I said been a drawn out affair.

Speed test results: I have nothing at all in my phone line, not even a phone.

My BT sockets do not have the master socket fitted behind the face plate so I cannot do that test.

Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 5280 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 350 kbps
Actual IP throughput achieved during the test was - 189 kbps


And:

Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 5120 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 4500 kbps
Actual IP throughput achieved during the test was - 312 kbps


Kits - Not sure what you mean by router stats.
 
Ok the first one your profile was very low which would make the speed slow, this is caused by your sync rate dropping below 1000kbps. BT are quick dropping the profile but it does tend to take upto 4 days for them to increase it once the sync improves.

Router stats give the sync up and down the router has with the exchange plus snr and other information that can give an insight into the condition of your line.

How many BT sockets do you have and if more than one have you checked the bell wire is disconnected as this can cause noise on the line lowering speed.
 
Well - my line has bounce back to 3.5 meg download. Strange that 'nothing can be done' but when you post that you are talking to Ofcom...it magically fixes.

Kits - got two OLD sockets - the kind with just T on the front. The master socket has wires in all 6 terminals (some doubled up). The extention had only terminals 2,3 +5 connected. Now only 2 + 5. My router plugs into the extension.

Will run it for a while without the bell wire connection on the extension and see if it stays stable.

Thanks for the help. Much appreciated.
 
Well - my line has bounce back to 3.5 meg download. Strange that 'nothing can be done' but when you post that you are talking to Ofcom...it magically fixes.

Kits - got two OLD sockets - the kind with just T on the front. The master socket has wires in all 6 terminals (some doubled up). The extention had only terminals 2,3 +5 connected. Now only 2 + 5. My router plugs into the extension.

Will run it for a while without the bell wire connection on the extension and see if it stays stable.

Thanks for the help. Much appreciated.

Some usefull tips to help you get the best from ADSL http://www.ispreview.co.uk/articles/adsltips/index.shtml
 
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Well they refused to cancel my account because I owed them money for a 'house move'. Strange thing is - I refused to pay the fee because....I never moved house. Yep, you read that right the first time! I was warned that I had two choices if I wanted my MAC Key to move onto another provider, Keep the direct debits going until I got my BT line back or cough up for a house move that they simlpy made up.

Have you always had the same telephone number and have you always lived at the same premises?

Have we ever had to reprovide your service due to the ADSL getting cancelled at the address?

If there was a genuine period of time suring which you had no active ADSL asset in BT's systems then I'd be happy to look at compensating you for it.

Support No - 26845126
I have tried everything you can think of. It has, as I said been a drawn out affair.

Thanks, as I suspected there are occasions where your IP profile is taking a drastic turn for the worse (looks like you already have interleaving switched on too!):

Code:
Headline Rate-Downstream Line Rate	Run Mode	BIP Update Time	Sync Rate	Sync Timestamp
4000	Interleaved	01/11/2008 15:30 	4544	31/10/2008 00:15
4000	Interleaved	01/11/2008 14:45 	5120	29/10/2008 20:15
4500	Interleaved	30/10/2008 00:18        5120	29/10/2008 15:54
4500	Interleaved	30/10/2008 00:18	        5120	29/10/2008 20:15
4500	Interleaved	29/10/2008 23:42 	416	26/10/2008 02:30
350	Interleaved	26/10/2008 03:53 	416	26/10/2008 02:28
350	Interleaved	26/10/2008 03:53	        416	26/10/2008 02:30
350	Interleaved	26/10/2008 03:53	        416	26/10/2008 02:30
2000	Interleaved	26/10/2008 02:50 	5120	21/10/2008 00:15
350	Interleaved	26/10/2008 02:50 	5120	21/10/2008 00:15
4500	Interleaved	22/10/2008 20:22	        5120	21/10/2008 00:15
4500	Interleaved	22/10/2008 19:46	        4544	09/10/2008 13:57
4000	Interleaved	09/10/2008 20:55	        4544	09/10/2008 13:57
4000	Interleaved	09/10/2008 20:27	        576	07/10/2008 06:43
500	Interleaved	08/10/2008 07:42	        576	07/10/2008 06:43
500	Interleaved	08/10/2008 07:05 	416	07/10/2008 06:37
350	Interleaved	07/10/2008 07:12	        416	07/10/2008 06:37
350	Interleaved	07/10/2008 07:12	        416	07/10/2008 06:35
350	Interleaved	07/10/2008 07:12	        416	07/10/2008 06:37
350	Interleaved	07/10/2008 07:04	        5120	02/09/2008 05:37
4500	Interleaved	04/09/2008 04:30 	5120	02/09/2008 05:37
4500	Interleaved	04/09/2008 04:22	        4544	16/08/2008 00:15
4000	Interleaved	17/08/2008 11:50	        4544	16/08/2008 00:15
4000	Interleaved	17/08/2008 11:28	        5120	14/08/2008 00:15
4500	Interleaved	15/08/2008 21:54	        5120	14/08/2008 00:15
4500	Interleaved	15/08/2008 21:33	        4544	12/08/2008 01:06
4000	Interleaved	12/08/2008 04:00 	4544	12/08/2008 01:06
4000	Interleaved	12/08/2008 01:40	        5120	03/08/2008 22:36
4500	Interleaved	04/08/2008 13:20	        5120	03/08/2008 22:36

Kits - Not sure what you mean by router stats.

This explains how to find that information.

You might also want to investigate the possibility that there's something creating interference on your line.

Looking at the above figures your problem seem highly intermittent and these sorts of faults can be frustrating to pin down.

You'd do well to find out how to check the speed your router's synchronising at. You can then learn to check this and reboot if it's ever really low (as it's this that's reducing your throughput speeds)

Kind Rgds,
 
Thanks Bpullen...in answer to your questions.

Have you always had the same telephone number and have you always lived at the same premises?

YES


Have we ever had to reprovide your service due to the ADSL getting cancelled at the address?

NO



If there was a genuine period of time suring which you had no active ADSL asset in BT's systems then I'd be happy to look at compensating you for it.


YES - had a major fall out with BT and refused to pay a bill (monthly) for over £290 - apparently I called a premium rate number a million billion times(sic) in half an hour - Eventually BT backed down and gave me my line back when they realised it was infact not possible to dial that quick even using spead redial!

For that period of time due to what I have previously mention I was 'bound over' by plusnet to keep on paying.

Whilst your looking into that you can also find out why I always get charged £20.49 a month for a £19.99 package (which has a 50p discount for intoduction) - looks like they are adding it on instead of subbtracting it!!


And:

Added to all that is the latest post to my support ticket....Please plug your router into the test socket behind the gfaceplate.....BLAH BLAH BLAH....I have told these idiots a million times....I DO NOT have such a socket. Yet they keep on throwing me the picture!


Lost count how many complaints I have made and false promises recieved. 80% is on record. AND its all on its way to Oftel. I want a refund for time I was forced to pay and a refund for paying too much every month and a refund for lack of service.

After Oftel....well its a good friend of mine in the nationals!

And yes - you are right. I am not happy!
 
LOL oh I just found this:

As you will see...payup for a house move that never happened...or...well pay every month!!!!!

[Support Wizard Journey]
[Ask the Support Team Your Question.]

[Additional Information]
I cannot find anywhere on the web site to cancel my plus net account. Could you please pass this too the relevant department.

I would like to cancel my broadband account immediately. Whilst I have always been more than happy to use and recommend Plusnet I am in a position where I have been unable to use the service for over a year now due an on going dispute with BT. At no time did I want to cancel my account as I was sure the fix for the problem was just around the corner but alas no. It works out therefore that I have actually paid over £150 for nothing. So as I have no BT line I have no other option but to cancel.
If possible I would like to keep the hosting of my website and my web mail going. Please let me know by mail that the cancellation has gone through.
Kind Regards
Les Pearson

Copied To: lespearson@breathe.com

Richard King CSC Analyst 2:07pm, Thursday 1st March 2007
Dear Mr pearson,
For cancellation we require 30 notice and the payment of all differed fees and the remaining subscription until the cancellation date.

Free House Move
Start Date : 21/03/06 Current Year : 1 End Date : 20/03/11
Current Cancellation Charge : £ 47.00

Total Cancellation Charge £ 47.00

Please reply to this question reauthorising us to take this payment and we will action your cancellation.

Regards,
Richard King

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 5:10pm, Thursday 1st March 2007
FREE HOUSE MOVE?????? I have lived in the same place for 5 years and never needed a free house move, what are you talking about? You cannot charge me for something that never happened. Like I said I have given you notice of cancellation in writing! I do not give you permission to take money from my account. I will be cancelling my direct debit after this months payment (02/03/2007)

Megan Atkinson CSC Analyst 5:44pm, Thursday 1st March 2007
Dear Mr pearson,
If you refer to Ticket: 18925972, and your entry dated 21/03/06 11:10. You will see where you agreed to the charges for reprovision. I very much hope this clears things up. Thank you

Regards,
Megan Atkinson

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

Your comment 2:44pm, Friday 2nd March 2007
Whilst I agreed to the charges for a service I never received that service. As I never received the service there cannot be any charges. So I hope this clears it up! I have now paid for the months notice period and cancelled the direct debit. As far as I am concerned I have given you notice to cancel.

Wesley Blake CSC Analyst 11:53am, Saturday 3rd March 2007
Dear Mr pearson,
As we can not cancel your account until the balance is cleared, your account is still active and will remain active, which will encur a monthly charge.

Should you wish for this not to happen then you need to clear the account balance, which would mean paying the £47 house move deferred charge.

Regards,
Wesley Blake

To administer your account and for all your help and support requirements visit

LMAO
 
Hi Les,

YES - had a major fall out with BT and refused to pay a bill (monthly) for over £290 - apparently I called a premium rate number a million billion times(sic) in half an hour - Eventually BT backed down and gave me my line back when they realised it was infact not possible to dial that quick even using spead redial!

For that period of time due to what I have previously mention I was 'bound over' by plusnet to keep on paying.

Apologies for this. It looks like the confusion stemmed from an earlier request about how much it would cost to reprovision your service. I think it was around this time that a deferred house move contract was incorrectly applied to your account. This shouldn't have happened until 08/06/07 when your line was actually reprovided. For the record, there is no longer a deferred house move associated with your account.

Whilst your looking into that you can also find out why I always get charged £20.49 a month for a £19.99 package (which has a 50p discount for intoduction) - looks like they are adding it on instead of subbtracting it!!

You're paying an extra £1/mnth for your .co.uk domain name.

Added to all that is the latest post to my support ticket....Please plug your router into the test socket behind the gfaceplate.....BLAH BLAH BLAH....I have told these idiots a million times....I DO NOT have such a socket. Yet they keep on throwing me the picture!

I'll have a word in the shell-like of the the agent that last gave that response ;)

Incidentally, I can see that your IP profile has remained above 4000 since 29th October. BT have made some further changes their side too. Keep your eye on things and get back to us if the situation deteriorates again.

Lost count how many complaints I have made and false promises recieved. 80% is on record. AND its all on its way to Oftel.

I'm sorry to hear you feel that this is necessary. BTW Oftel have since been inherited by Ofcom. You'll find more details listed in the Code of Practice available on our website.

I want a refund for time I was forced to pay and a refund for paying too much every month and a refund for lack of service.

It's taken me a while to track down the specific dates, but by my reckoning your ADSL circuit was PSTN ceased back in January 2006 and not reprovisioned until June 2007. I've calculated a refund and asked our Finance department to get a cheque sent out to your for the months you were without service.

Kind Regards,
 
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