Can I please request two IP Profile resets

[#1]

Hi,

I've been trying for some time to get this done for both myself and my parents, but have had no joy.

So we've been customers of yours for many years but when I was living with my parents we had trouble with your router so I purchased the Billion 8800NL which is incredibly stable.
It rarely drops and doesn't require restarting.

So I move out, get Plusnet and decide to give your router a go thinking that it might have improved over the years... Nope!
After the initial IP Profile setup period I experienced regular drops in connection as well as the wireless randomly disappearing.
So I purchased another 8800NL and what a surprise, no disconnects (apart from a line fault a while back).
But over this period of time while using your router my line speed dropped and I've never been able to get a reset.

So, my parents connection has always been superb... but then they experienced some regular connection drops over about a month which took me while to figure out.
It was nothing to do with the router or the line, but instead the 4-way. The socket the router was plugged into has developed a fault and was randomly flickering on and off.
But due to this non connection issue, the line management system saw this as a connection issue and significantly reduced the line speed.

The last time I tried to get my parents Profile reset, the response got from your phone support was a laughable...

"Resetting your IP Profile would make your connection unstable".

Need I explain?

When we switched to Plusnet, one of the huge selling points was your customer service. Admittedly, I haven't really had to speak to them much, but when I did it was such a relief to speak to someone who's native language is English!
But to receive a response like this, which is the exact opposite of what an profile reset is for, I found incredibly disrespectful. They may have well said, "Nah, we can't be bothered!".


Just to add to anyone reading this thinking, "I should get a Billion 8800NL!"

As stable as it is, the wireless performance on it is appalling. I had not realised how bad it was until purchasing the TP-Link AX1800 as an extender to use with my Oculus Quest 2.
I've thought for years that my phone was limiting the bandwidth on the router, but it's clearly the router. I'm really sorry to people on this forum who I recommended the 8800NL. Yes it greatly improves the connection but OMG the wireless is awful!

Anyway,

Could I please please please get some assistance with a couple IP Profile resets?

Cheers

[#2]

Hello @N7ck

Thanks a lot for reaching out again, and I'm sorry to hear that there have been issues with both yours and your parents connection.

I'd have been more than happy to raise DLM resets for both services, though there's nothing to reset. The profile on both lines is:

 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off

I've run KBD line tests on both lines, and have not found any issues with the service.

In terms of a DLM reset affecting line stability, this doesn't sound laughable to me, it actually makes sense. A stable broadband service is basically a trade off between speed and stability. When DLM finds a line to be unstable, it'll band it - slow it down in order to preserve stability. If we can see that DLM has done this, we'll be hesitant to reset the profile as it could cause a more unstable connection.

That's not to say that we find lines that are artificially banded though, that don't need to be, though this isn't the case with yours and your parents lines.

[#3]

Well my router says my line attainable line speed is 78 and can't get past 60.
My parents is similar and has dropped to 50.

Seriously, what is going on with support these days. My speed was broken by your [-Censored-] router, the router that EVERYONE seems to have a problem with because it is utter junk.

Do you even know what the reset does?
Are you the person I spoke to on the phone?

Moderator's note by Dick (Strat): Insult(s) removed as per Forum rules.

[#4]

I thought we were paying for a service here?
What do you need to do this, a back hander of some sort, a bribe maybe?

[#5]

@N7ck I am not PN staff, but a long time contributor to these forums, and I find your attitude appalling. @adam945 has already said that your Plusnet connection is at optimum from the PN side, so there is nothing they can do as regards improving it -their responsibility is to provide a connection as far as your master socket, anything after that is your responsibility - especially as you are using third-party kit.

I have no knowledge of Billion equipment, but does it give any understandable metrics?

My only suggestion, without clear data from the modem/router, is to run BTW Performance Tester  - the 'Advanced Diagnostics' -at both locations and post screen-shots of the results - this may give us a better idea of potential issues.

[#6]

So... what it... I left plusnet...
But then, I came back and you gave a new useless router and you said, keep it plugged in for a week while the line stabilises! (like it's possible to stabilise with that piece of ****)

I say okay, thank you and yay I've got my line speed back!

How I do that without leaving plusnet?

How much do you charge? Seriously, I willing to pay... Oh hang on, I am paying!

[#7]

If you left PN, you would possibly have similar issues with a new provider - I don't know - it depends where the issue is.

At the moment, according to your earlier posts, you are using a third-party modem/router which is in no way Plusnets responsibility.

You would have spend whatever length of time is stipulated in your new providers contract - or face exit fees - and who knows what equipment would then be the standard PN issue - certainly not the Hub1 as that is being retired as we speak.

To be honest, you are not helping anyone to help you - have you actually read and understood my above post. Possibly not, as I stated clearly there that I was not PN staff, but did offer you a possible route to help, which you have ignored.

[#8]

"For your connection, the acceptable range of speeds is 40 - 70.8 Mbps"

So why has my router showing 77-78 for the last 3 years?

[#9]

I assume this is from your connection, rather than your parents. This indicates that the connection speed is over 77Mb/s, which is at the top of what you can expect, allowing for overheads. The only thing Plusnet may be able to do is increase you downstream SNR, but with such low attenuation, that would achieve little or nothing.

The problem is in your home environment, but if you posted the data from the linked site above, it would help.

To answer your edit - as more connections are made in the cabinets, cross-talk can reduce the available speed.

[#10]

I'm sorry about my attitude and disrepect to replies on this, there's no excuse for it.

I've been with Plusnet since the beginning and have loved being with you, but this issue is just getting on my [-Censored-].

I simply wish to get what I'm paying for.

But when the DLM lowers the line speed because it thinks there is a stability issue on the line, it doesn't take into account that it could be malfunctioning hardware, which was the case on both occasions. So we lose out.

[#11]

@N7ck Are your speed tests done over Wi-Fi or ethernet connections? and as have now said at least twice; What are results of the 'Advanced Diagnostics' fro this site - BTW Performance Tester - in screen shot form, please?

[#12]

I never use wifi on my pc. The only thing wireless is good for is mobile devices.

[#13]

I think I may have actually lost my mind 😐

Did plusnet ever give speeds above 66Mbps?

[#14]

I don't particularly agree with your comment about wireless, but that is irrelevant to this discussion.

The results on that BTW test indicate that you are getting 67.65Mb/s, which is  in line with your profile, allowing for overheads &c.

In answer to your later question - it is not 'what Plusnet provide' that determines your speed - it is the BT infrastructure and your home environment which determines this.

[#15]

Actually, since getting the TP-Link AX1800 for my Quest2 my wireless speed is the same as my connection.But I gave that to my folks yesterday and now have the AX5400 😋  But I still prefer the stability of cables.