21CN Profile not updating on Plusnet's systems

[#1]

It's getting very obvious that all the PN bods are avoiding answering when they expect this issue to be fixed!

[#2]

Slight correction 

Quote from: jelv

It's getting very obvious that all the PN bods are avoiding answering when if  they ever expect this issue to be fixed!

[#3]

I thought the system is based around Juniper ERX's &Arbor's  Ellacoya’s IP Service Control System/ Service Logic Software. ?
Until its fully upgraded it looks like we're stuck with the niggles.
Static IP & Fix profile might be an idea for 21cn

[#4]

Surely there are two problems - firstly getting the data from BT and loading it into a Plusnet database and then secondly, getting the Ellacoyas or whatever to read the data from the database and implement the limits set.
When we read our profile from the Members Centre, we are surely reading it out of the database rather than from the Ellacoyas. Therefore, there is no evidence that Plusnet can sort the first part of the problem, never mind the second part of it.
I understand that the Ellacoyas involve "clever software" so might take time to sort but receiving a formatted report from another organisation, reading it and updating a database with the figures the report contains is not overly complex surely.
And if its split into two jobs, then Plusnet could hire a second software engineer and work on both jobs at the same time. After that, the new one could look at some of the billing software that Plusnet will not commit to putting right either.

[#5]

Morning all.
The problem ID this is being investigated under is 70795, and it's something that we regularly flag to our leadership team as a hot issue - including links to this thread and others (and we'll continue to do so) so it's not losing focus. We also continue to report examples of any occasion where it's not happened that we come across and add them to the problem, and I'll be having a word with one of the developers later on today. If there's anything I can report back on following that then I will do.
Regarding the issue itself. As I understand it the profiling system is nothing to do with the ellacoya traffic management platform, though it does indeed involve getting reports from our suppliers and then applying them to the relevant accounts. Bear in mind a new report is generated every time a line's sync rate changes, and that's for each and every line we look after. This report then needs to be applied to the given line.
There are two problems affecting this - one which is on our side, and one on the suppliers. Of course we are investigating the one from our side, that's the one we'll update. We're also talking to our suppliers about the issue from their side and as things stand are waiting to hear back from them.
As for the billing system - aside from the fact that we're not currently able to change billing dates, what issues is it you're seeing?
Apologies that we aren't fixing these issues as quickly as you like, but I hope that reassures you that we're taking this seriously and are absolutely working to get them fixed.

[#6]

Quote from: Matt

As for the billing system - aside from the fact that we're not currently able to change billing dates, what issues is it you're seeing?

I was thinking of Warbleeder's problems on thread. http://community.plus.net/forum/index.php/topic,105238.msg897144.html#msg897144 where both you and Adam have said you are unwilling to commit to a date for a fix. Bear in mind that this is at least the second month the problem has appeared and there is a suggestion in that thread that part of the problem had been fixed and it does not look as if it has. I agree that I am getting into details that I know little about - but the principle of not being willing to address problems seriously does seem to carry across. Though it may be your leaders who are at fault rather than yourselves. My apologies if that does not count as Billing.

Quote from: Matt

As I understand it the profiling system is nothing to do with the ellacoya traffic management platform,

I thought Chris explained that the Ellacoyas needed the data to allow them to prioritise the traffic properly. I do not think he said the actual word Ellacoya so maybe I misunderstood.

[#7]

With regard to the billing issues there, there's a lot more going on than meets the eye but I'm afraid I can't discuss that for data protection reasons. Suffice to say though that Adam has the issue well in hand.
As for the ellacoyas - that's down to how the connection works and the equipment in the exchange. Traffic from the internet to you (your download, the direction that benefits from the traffic management) first comes through us and then through BTs systems to your exchange and then your router. If we don't have a matching profile set at our end, we could end up sending more traffic down your line than it can cope with, which would lead to the exchange equipment having to drop a load of it. If that happens, our traffic management goes out of the window - we have no control over which traffic the exchange kit sends and which it drops.
Therefore we have to make sure we're sending traffic down your connection at a rate that it can cope with, in order that the prioritisations set when the traffic goes through our own network are maintained through the exchange and right the way to your router and home network.
Hope that helps explain.

[#8]

That is not the point
In my opinion until you sort out the problem you should give users the option of having a fixed profile.
This wouldn't bother me in the slightest as I don't use VOIP or Game so having browsing slow down when downloading wouldn't be a cause for concern.
It is interesting  that your parent company BT Retail don't feel the need for a special profile so I don't see why you should either.
I have had to raise another ticket requesting that it be raised.
This is not acceptable and just causes more work for the agents which is probably why I received this automated response

Quote

Your question is now with our Support Team We'll be in touch when your answer is ready. At the moment we're averaging a response time of 11 hours 15 minutes 44 seconds for new queries.

Do you really think that this sort of response time is remotely acceptable

[#9]

Jim, do BT Retail have any traffic Management?

[#10]

They do, reportedly, throttle P2P when congested - not sure if that's the same thing.

[#11]

Not at an individual user level - they do throttle P2P at busy times
http://bt.custhelp.com/app/answers/detail/a_id/10495/~/broadband-usage-policy

[#12]

Jim, I think you may be confusing Traffic Management with how the speed of data being sent to an individual user's line is controlled. All that page is talking about is how P2P is the only traffic that is managed.

[#13]

Hi Jim,

Quote from: Oldjim

Quote Your question is now with our Support Team We'll be in touch when your answer is ready. At the moment we're averaging a response time of 11 hours 15 minutes 44 seconds for new queries. Do you really think that this sort of response time is remotely acceptable

That's just an average, Jim. Some are answered quicker than that. However, if it's really important then our support centre is open 24 hours and is free to contact.
Jojo

[#14]

@jojo
and it is a rotten average
it used to be half that
@anotherone
The fact is that no other ISP except A&A, who stopped waiting for Delta reports and now monitor line speed changes directly, use or need this stupid system gives the answer. BT Retail don't use it either otherwise you would see and would have seen a lot of complaints on the TBB BT board.

[#15]

It could be that BT retail do something that is invisible to the user and it works instantaneously, I don't know. But I am disappointed that Plusnet aren't offering a more detailed explanation.
Before all this nonsense started, the scripts that did the job of updating the Current Line speed were run at a minimum of 12 hourly & IIRC 3 hourly overnight.