Ref PLUSNET.
Complaint Ticket created: 11:07am, Thursday 31 Oct 2013
First Response: 12:19pm, Monday 11 Nov 2013
"We are currently experiencing challenges with the increased number of calls coming through and have taken on a large number of new recruits in an attempt to reduce these and they are currently undergoing training. Whilst I appreciate that this is not an instant resolution, we are striving to improve the current situation. A second UK based contact centre is scheduled to open in the next two months and this will dramatically improve the waiting times for our customers. In the meantime, we appreciate our customers patience during these busy times. "
Case and point.
Having said that the quality of the actual product has been good.
Broadband packages
Re: Broadband packages
Pleased Im not a football fan - I suspect things are going to get really expensive for those that want to watch the Champions League. I do wonder how long it will be until all sport has a pay to view ticket on itDoc883 wrote:BT will need to pay for madness like this all so the prima-donna footballers can drive a Bently. This will really keep wages in check, not !!
"BT Sport has announced an exclusive £897m three-year deal which will end two decades of live Champions League football on terrestrial TV".
http://www.bbc.co.uk/sport/0/football/24879138
2015 Lotus Evora
2022 Polestar 2 LRSM Plus
2023 Skoda Kodiaq Sportline
2022 Polestar 2 LRSM Plus
2023 Skoda Kodiaq Sportline
Re: Broadband packages
Pleased Im not a football fan - I suspect things are going to get really expensive for those that want to watch the Champions League. I do wonder how long it will be until all sport has a pay to view ticket on itDoc883 wrote:BT will need to pay for madness like this all so the prima-donna footballers can drive a Bently. This will really keep wages in check, not !!
"BT Sport has announced an exclusive £897m three-year deal which will end two decades of live Champions League football on terrestrial TV".
http://www.bbc.co.uk/sport/0/football/24879138
2015 Lotus Evora
2022 Polestar 2 LRSM Plus
2023 Skoda Kodiaq Sportline
2022 Polestar 2 LRSM Plus
2023 Skoda Kodiaq Sportline
Re: Broadband packages
Good point - victims of their own success - here's hoping they can scale up, because I would hate to be left with just the BTs and TalkTalks of this world. I don't want an entertainment package, I would to be able to send and receive IP packets to the internet! Here's hoping for their sake they get it right!scott_e wrote: "We are currently experiencing challenges with the increased number of calls coming through and have taken on a large number of new recruits in an attempt to reduce these and they are currently undergoing training. Whilst I appreciate that this is not an instant resolution, we are striving to improve the current situation. A second UK based contact centre is scheduled to open in the next two months and this will dramatically improve the waiting times for our customers. In the meantime, we appreciate our customers patience during these busy times. "
Cheers,
Robin
I is in your loomz nibblin ur wirez
#bemoretut
#bemoretut
Re: Broadband packages
Had much exposure to DLM Robin and "banding" ?
Interesting stuff. Chatting to Plusnet this morning. If i have got this right my "speed profile" locked me into 500kbps until it was refreshed manually by the ISP and the DSL connection jumped immediately to 8.1mpbs . I understood the concept of DLM was to maintain the connection by reducing and increasing line speed to mitigate against errors. I had not understood that your connection is "banded" with an upper limit put into effect based on the results. My DSL modem is reporting higher speeds than my profile so by removing the banding I shouldn't get locked into a lower connection speed at a later date. Downside is I need to monitor / be aware of packet loss / connection drop myself but having had 12 days with no connection drops (not looked at the modem error log for other errors) I am confident the "speed profile" (3mpbs) was wrong. It was based on the length of cable from me to the exchange 3.5km.
I do like PlusNet in general , the second tier tech support are happy to chat in detail about things I find , far more than any other ISP I have experienced anyway. Here's hoping the response times improve.
Cheers
Scott
Interesting stuff. Chatting to Plusnet this morning. If i have got this right my "speed profile" locked me into 500kbps until it was refreshed manually by the ISP and the DSL connection jumped immediately to 8.1mpbs . I understood the concept of DLM was to maintain the connection by reducing and increasing line speed to mitigate against errors. I had not understood that your connection is "banded" with an upper limit put into effect based on the results. My DSL modem is reporting higher speeds than my profile so by removing the banding I shouldn't get locked into a lower connection speed at a later date. Downside is I need to monitor / be aware of packet loss / connection drop myself but having had 12 days with no connection drops (not looked at the modem error log for other errors) I am confident the "speed profile" (3mpbs) was wrong. It was based on the length of cable from me to the exchange 3.5km.
I do like PlusNet in general , the second tier tech support are happy to chat in detail about things I find , far more than any other ISP I have experienced anyway. Here's hoping the response times improve.
Cheers
Scott
Re: Broadband packages
DLM should have your speed profile set at approximately 80 odd % of sync, when everything is good.
Above this the ISP may apply caps and other things depending on usage, traffic shaping, backhaul capacity and other non-interesting things.
If you see sync at 8128K or 8.1Mb but only see 5Mb throughput it could either be the ISP or the exchange capping it lower. The exchange DLM doesn't cap speed without reason. Normally it's errors due to a bad line or RF interference (R.E.I.N and S.H.I.N.E - don't laugh, those are actually the acronyms used).
It can be manually reset as you have seen.
If it was a single error burst that caused the DLM to cap the speed it will go back up over 3 to 10 days of no errors. If errors are on-going it just keeps slowing down until it becomes unusable.
Did they say what caused it to be capped? Saying it was capped is not a reason - it's a symptom of something else.
Above this the ISP may apply caps and other things depending on usage, traffic shaping, backhaul capacity and other non-interesting things.
If you see sync at 8128K or 8.1Mb but only see 5Mb throughput it could either be the ISP or the exchange capping it lower. The exchange DLM doesn't cap speed without reason. Normally it's errors due to a bad line or RF interference (R.E.I.N and S.H.I.N.E - don't laugh, those are actually the acronyms used).
It can be manually reset as you have seen.
If it was a single error burst that caused the DLM to cap the speed it will go back up over 3 to 10 days of no errors. If errors are on-going it just keeps slowing down until it becomes unusable.
Did they say what caused it to be capped? Saying it was capped is not a reason - it's a symptom of something else.
Re: Broadband packages
Interesting stuff. Cause appears to be related to internal wiring but could not isolate it. Modem was plugged into an extension upstairs but had been for 3 years at 3mbps. Then dropped to 500kbps and stayed there even when plugged into the main cable socket behind the master socket. BRAS profile I think was reset and wham 8.1 for 12 days.CubanGav wrote:DLM should have your speed profile set at approximately 80 odd % of sync, when everything is good.
Above this the ISP may apply caps and other things depending on usage, traffic shaping, backhaul capacity and other non-interesting things.
If you see sync at 8128K or 8.1Mb but only see 5Mb throughput it could either be the ISP or the exchange capping it lower. The exchange DLM doesn't cap speed without reason. Normally it's errors due to a bad line or RF interference (R.E.I.N and S.H.I.N.E - don't laugh, those are actually the acronyms used).
It can be manually reset as you have seen.
If it was a single error burst that caused the DLM to cap the speed it will go back up over 3 to 10 days of no errors. If errors are on-going it just keeps slowing down until it becomes unusable.
Did they say what caused it to be capped? Saying it was capped is not a reason - it's a symptom of something else.
I see Virgin are upping there download offering to 152mbps ... that would be nice !
Re: Broadband packages
Could just be that the cable was damaged ever so slightly by something that was not visible. Anyone guess really. Broadband hates an extension wire.
The sooner fibre is everywhere the better - may not happen in my lifetime though.
The sooner fibre is everywhere the better - may not happen in my lifetime though.
Re: Broadband packages
As Gav said, don't plug your ADSL modem/router into a phone extension socket, ever, ever, ever. Normal telephone extension wire is untwisted crap, making it act like an antenna for noise. You'll never notice the crapness at the 64kbps required for a voice call, but you're not doing your 10+ Mbps DSL any favours.
If you need your router somewhere other than the BT master socket (and lets face it, we usually do!), then I really recommend fitting one of these:
http://www.clarity.it/xcart/product.php ... 262&page=1
That splits the phone/DSL signal at the master socket. You no longer need to plug phones/faxes into splitters. Then run a separate extension for the ADSL signal to where you want the router placed, using at least Cat5 cable (something twisted and rated for longer runs at high data rates). Keep it away from power lines if you can. Plonk a Cat5 RJ45 (normal ethernet shape) faceplate on it at the other end and label it "ADSL only" (to avoid mixups if you already have an ethernet network in the house, as only 1 pair is connected). The RJ11 plug on your router will fit into an RJ45 socket, and if you wire the blue pair to the AB terminals on the faceplate filter, and stick to normal ethernet wiring at the extension faceplate, they'll be on the correct middle pins at the extension end. Clear? As mud. Good.
(As I tried to post this, my broadband dropped an I had to reboot the modem. It came back up synced 3Mbps slower than before with a huge noise margin, so off I go trying to train it back up again.... The irony is not lost on me.)
If you need your router somewhere other than the BT master socket (and lets face it, we usually do!), then I really recommend fitting one of these:
http://www.clarity.it/xcart/product.php ... 262&page=1
That splits the phone/DSL signal at the master socket. You no longer need to plug phones/faxes into splitters. Then run a separate extension for the ADSL signal to where you want the router placed, using at least Cat5 cable (something twisted and rated for longer runs at high data rates). Keep it away from power lines if you can. Plonk a Cat5 RJ45 (normal ethernet shape) faceplate on it at the other end and label it "ADSL only" (to avoid mixups if you already have an ethernet network in the house, as only 1 pair is connected). The RJ11 plug on your router will fit into an RJ45 socket, and if you wire the blue pair to the AB terminals on the faceplate filter, and stick to normal ethernet wiring at the extension faceplate, they'll be on the correct middle pins at the extension end. Clear? As mud. Good.
(As I tried to post this, my broadband dropped an I had to reboot the modem. It came back up synced 3Mbps slower than before with a huge noise margin, so off I go trying to train it back up again.... The irony is not lost on me.)
211
958
958