Contact for complaint
Quote from: MikeE Ideasgen - did you ever get an address for the CEO? Or a resolution?
Our Code of Practice which details the complaint resolution procedure is here but of course it would be nice if it doesn't have to come to that!
Quote I've had 4 tickets running (yes I know 3 at a time is the max but Plusnet closed one of them before resolving!) for 6 weeks. Keep getting promises, contradictory offers etc but NO answers.
Would love to know how to escalate...
I've replied to your most recent ticket and had a quick glance over the others. I suspect all we need to do is confirm:
- What packages you want.
- How much you're willing to pay.
- Whether or not we can accommodate this and if not are any alternatives.
- Exactly what you can expect to be billed moving forwards and when.
.
Does that about sum it up? I'm not convinced I'm the best person to deal with the situation given the fact that I've not been involved up until now and am not in for a few days after today. I can certainly give the relevant department a kick though if you like?
Quote from: ideasgen Matt.
You've had a PM and an e-mail from me via this thread so I'd suggest you check your systems!
Matt's not back in until Monday but I'll leave him a message for when he gets back in.
Quote You can probably get me between 10 and 11 today on the numbers you have. Else it will need to be after Christmas.
Will drop some notes onto your ticket, however...
The connection seems pretty stable now judging by your recent RADIUS logs:
Session Started Session Ended Session Duration
07:26 30/Dec/2009 N/A One Day, 6:8:44 (on going)
15:41 29/Dec/2009 07:26 30/Dec/2009 15:45:13
22:01 26/Dec/2009 N/A 4 Days, 15:33:27 (on going)
10:50 18/Dec/2009 20:54 26/Dec/2009 8 Days, 10:4:5
Your IP profile is now 2mbps again and our systems are also aligned to this.
I did notice after skimming through your fault ticket that you'd said:
Quote from: ideasgen The modem is connected into a BT accelerator socket so doesn't have a micro filter. There are no other devices on this line.
A BT Accelerator filters out the bell wire, it does *not* isolate the voice/DSL frequencies on your line. See here where it specifically says you still need to use filters on each of the extension points on your line where a device is in use? Could it be that we've been looking at a local wiring issue all along
Edit: Sorry, realised that you've mentioned that nothing else is connected to the line so the last of my comments above might be void. Does this include extension sockets as well though as they'd need to be filtered too?
Quote from: ideasgen Line is now profiled at 2mbps and I have seen a download improvement to around 1.3mbps. However this is still below the 2.3mbps I was getting and below the 3mbps that my neighbours get.
Your IP profile has since dropped to 1750kbps due to you being synchronised at 2016kbps on 04/01/2010 10:47:36. Our systems have not updated to reflect this though so I shall do that now.
Quote from: ideasgen In the recent past the line has profiled at 6.5mbps and I've still only had download of 800kbps so not sure that that is a good indicator of quality of my connection.
I have no idea how a line with 60db downstream attenuation managed to synchronise that high and if it did I'd be flabbergasted if the connection remained stable. In fact looking at the characteristics of your line I'd not normally expect more than 1Mbps or so.
Quote from: ideasgen I want as a minimum to get back at least to the speeds I previously had and ensure they are maintained.
I personally think it's a little unrealistic to expect much more than 1.5Mbps-2Mbps (after all your actual line estimate is reported to be a little over 1Mbps). IME there's not really much of a noticeable difference between a connection running at 1.5Mbps and one running at 2.5Mbps, but of course your findings might be different.
Quote from: ideasgen The BT accelerator was installed in May by BT and they said I should not put additional micro filters on. The 2.3/4 mbps was achieved without additional filters. Are you now saying that microfilters should be added?
If there is *anything* else plugged into your phone line via *any* of your extension sockets then yes, filters absolutely must be used. Do you have anything else plugged into your extension sockets?
Quote from: ideasgen Interesting that you've snipped part of the message that I previously sent to Matt - I think this proves my point that I had previously mailed him and I take great exception to the implication that he was waiting for me to make contact.
I'm not entirely sure what you're saying here however I can tell you that Matt is now back in the office. Given the fact that I'm now looking at your account there's probably little point in him doing the same. If you're still expecting to hear from him though then I don't mind asking him to pick up the PM you sent to him?
Quote from: ideasgen Finally whilst you may have a complaints procedure my confidence in this given recent experience has been severely damaged. i now do have the contact details for you CEO and will be raising this matter with him.
That I'm sorry to hear. I would urge people follow the relevant complaints processes though as our CEO isn't the most technically versed amongst us (which I'm sure he won't mind me saying!)
I can try resetting your training period again if you like, but the last time we did this it didn't seem to make a great deal of difference and your SNR has crept back up to 9db. The only other alternative I can see is for us to push for an engineer visit but I'm reluctant to do that as your line's operating within specification and I wouldn't want you to incur the wrath of the abortive call out fees!
Quote from: Bob
Quote from: ideasgen In the recent past the line has profiled at 6.5mbps and I've still only had download of 800kbps so not sure that that is a good indicator of quality of my connection.
I have no idea how a line with 60db downstream attenuation managed to synchronise that high and if it did I'd be flabbergasted if the connection remained stable. In fact looking at the characteristics of your line I'd not normally expect more than 1Mbps or so.
BT have re-cabled the telephone to go to an exchange building that is further away?
Ah - I hadn't appreciated from what he'd said that the 6500 was a brief abnormality!