Contact for complaint

[#1]

Quote from: ideasgen

I fully undersatnd that the issue is the quality of the line. My issue is that three months ago I had a service that was providing 2.4mbps download, and by end Oct it was down to 800mbps.

It isn't 800kbps now is it? Here are the most recent line speed delta reports as received from BT Wholesale that show you should be getting between 1Mbps and 2.5Mbps.

Headline Rate-Downstream Line Rate	BIP Update Time	Sync Rate	Sync Timestamp
1750	04/01/2010 13:02	2016	04/01/2010 10:47
1750	04/01/2010 12:28	2848	30/12/2009 07:41
2500	01/01/2010 09:40	2848	30/12/2009 07:41
2500	01/01/2010 08:29	2272	29/12/2009 15:55
2000	30/12/2009 06:51	2272	29/12/2009 15:55
2000	30/12/2009 05:02	1440	26/12/2009 22:26
1250	26/12/2009 23:43	1440	26/12/2009 22:26
1250	22/12/2009 01:40	1440	18/12/2009 00:15
1250	20/12/2009 08:09	1440	18/12/2009 00:15
1250	19/12/2009 15:19	1728	12/12/2009 00:15
1500	13/12/2009 12:33	1728	12/12/2009 00:15
1500	13/12/2009 12:10	2016	10/12/2009 14:15
1750	12/12/2009 01:44	2016	10/12/2009 14:15
1750	12/12/2009 01:42	2016	10/12/2009 14:15
1750	11/12/2009 02:54	2016	10/12/2009 14:15
1750	10/12/2009 17:12	1152	30/11/2009 00:15
1000	01/12/2009 09:54	1152	30/11/2009 00:15
1000	01/12/2009 09:29	7392	28/11/2009 12:25
6500	28/11/2009 18:50	7392	28/11/2009 12:25
6500	28/11/2009 18:09	2272	28/11/2009 11:07
1500	28/11/2009 14:09	2272	28/11/2009 11:07
1500	28/11/2009 13:37	2272	27/11/2009 16:47
2000	28/11/2009 05:59	2272	27/11/2009 16:47
2000	28/11/2009 05:48	1440	26/11/2009 09:01
1250	26/11/2009 12:59	2272	26/11/2009 08:45
1250	26/11/2009 12:59	1440	26/11/2009 09:00
1250	26/11/2009 12:59	1440	26/11/2009 09:01
1250	26/11/2009 12:16	2272	23/11/2009 13:12
1500	23/11/2009 17:20	2272	23/11/2009 13:12
1500	23/11/2009 17:20	2272	23/11/2009 13:08
1500	23/11/2009 16:41	2272	23/11/2009 12:09
2000	23/11/2009 14:42	2272	23/11/2009 12:09
2000	23/11/2009 14:06	2848	20/11/2009 18:52
2500	20/11/2009 23:12	2848	20/11/2009 18:52
2500	20/11/2009 22:08	2016	16/11/2009 10:56
1750	16/11/2009 13:12	2016	16/11/2009 10:56
1750	15/11/2009 11:56	2016	14/11/2009 00:15
1750	15/11/2009 11:29	2848	04/11/2009 22:06
2500	06/11/2009 03:32	2848	04/11/2009 22:06
2500	06/11/2009 00:28	2016	03/11/2009 00:15
1750	04/11/2009 14:00	2016	03/11/2009 00:15
1750	04/11/2009 13:23	2848	01/11/2009 17:21
2500	01/11/2009 20:39	2848	01/11/2009 17:21
2500	01/11/2009 19:55	2016	28/10/2009 12:09
1750	28/10/2009 15:10	2016	28/10/2009 12:09
1750	28/10/2009 14:40	2272	22/10/2009 00:15
2000	24/10/2009 11:07	2272	22/10/2009 00:15
2000	24/10/2009 10:39	1728	09/10/2009 08:53
1500	19/10/2009 01:58	1728	09/10/2009 08:53
1500	09/10/2009 10:56	2016	09/10/2009 08:49
1500	09/10/2009 10:25	2848	05/10/2009 22:55
2500	08/10/2009 06:02	2848	05/10/2009 22:55
2500	08/10/2009 04:24	2272	02/10/2009 00:15
2000	08/10/2009 03:27	2272	02/10/2009 00:15
2000	03/10/2009 09:14	2848	27/09/2009 17:12
2500	28/09/2009 00:14	2848	27/09/2009 17:12
2500	27/09/2009 23:47	1728	26/09/2009 00:15
1500	27/09/2009 08:54	1728	26/09/2009 00:15
1500	27/09/2009 08:39	2016	22/09/2009 17:20
1750	22/09/2009 21:15	2016	22/09/2009 17:20
1750	22/09/2009 18:15	2272	16/09/2009 15:56
2000	16/09/2009 18:10	2272	16/09/2009 15:56

Quote from: ideasgen

I do not believe that I should have to suffer such a loss of service and to be told by your customer service dept that it will be addressed when BT install fibre optic connections is beyond belief. In your own words it is "unrealistic" for me to expect the service level that I enjoyed for years before October from the current line because of its degradation. I don't think that is an acceptable position and what's to guarantee that it will not degrade further?

Nothing I guess but such is the nature of the Wholesale product that we resell. From what I can see, your recent IP profiles aren't worlds apart from the (presumably) 2500 you were receiving before anyway, this is what I'm struggling to understand TBH?

Quote from: ideasgen

If the issue is the line - then that is what needs addressing. I have offered what I believe to be a possible solution insofar as I have another line at home that my broadband could be switched to. The BT engineer in May said this was a quick job.

Whilst it may be a quick job it isn't cheap. There's a £25 wholesale charge for us to cease your existing circuit, and a £40 activation fee to enable the new circuit. If you're willing to cover those costs then by all means we can transfer the service however I'm sure you can understand the commercial reasoning as to why we can't simply absorb these? There is an option to defer the costs over the duration of a year meaning you won't pay anything as long as you stay with us twelve months?

Quote from: ideasgen

On using the checker on BT's website it says that my alternate line should be capable of max of 3mbps (versus my current line at 1.0mbs). I don't understand why no one is evaluating this as an option

Whilst that sounds promising, the line checker isn't gospel so think about things carefully as you wouldn't want the expense of a re-provisioning if the second line is going to end up the same (or worse) than the first.

Quote from: ideasgen

I can keep sending you guys information about the line's profile etc. and we can debate it to death. You can attempt to tie me up in jargon I don't care. All I want is the quality of service that I had earlier in the year (recognising that this is still not as good as I believe that it should be).

We can see the information about your line profile from here so that information you needn't provide us with. Are you able to answer the question I asked about your extension sockets though?
[quote author="Bob Pullen"]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

Finally - I have contacted your CEO, not for his technical skills but for him to be informed of the poor way that I believe that this issue as been dealt with. Ultimately it is his responsibility to manage the resources with the company. I will be very dissappointed if he doesn't intervene to ensure this matter is dealt with as a priority.

I understand that, and I can sympathise with your frustration, but we can't perform miracles and are somewhat bound by what Wholesale would consider to be a working circuit. From the evidence I've seen so far, they would consider everything to be working as it should. Like I've said, we could get an engineer out but Wholesale would be *very* reluctant, you'd need to be 100% sure that your internal wiring isn't at fault (thus the question about filters/extension sockets) and there is the potential for abortive callout fees to be levvied.

[#2]

Quote from: MikeE

Thanks, Bob, for sorting the Direct Debit issue. However,  if you read the tickets with more than 'a quick glance' you'll see clearly that : I've been repeatedly stating what package I want I've stated what I'm willing to pay, and 'Kevin' from Plusnet agreed it, in writing, but it has not been implemented You (Plusnet) have already agreed to accomodate it (Kevin Southall CSC Analyst 12:02pm, Thursday 17th December 2009 ) I have been told two conflicting versions of what I can expect to be billed moving forwards and when

Oops, got so tied up in @ideasgen's issues I forgot to ask whether or not any body has been in touch to sort out your remaining problems (they should have been).

[#3]

Bob,
I've now been contacted by Brad so would ask that you pass these commenst to him as well.
I don't recognise the data that you've provided for speeds. I've consistently told you - and provided BT speed tester data to back up - that the download speed during Nov -Dec was c 800mbps to 1kbps.
I have seen the speed rise to 1.5mbps in the last few days only - and as Brad has confirmed there is no guarnantee this will remain.
So when you say you can't see the issue I presume this is because you are seeing the line profile data as opposed to the actual download speed achieved. They are clearly different and if you are determining the quality of service provision off the back of the data you are looking at then I can quite understand why you have problems seeing this issue.
I'm not going to discuss the cost of getting this service back to the level it was in September - as far as I'm concerned that's an issue for you and BT. If I can't trust BT's wholesale test service then wants the point of it being there.
We are all agreed that the fault is with the line. All I've been asking is for someone to find out what that fault is and fix it.

[#4]

Quote from: ideasgen

I've now been contacted by Brad so would ask that you pass these commenst to him as well.

That I've done and I understand Brad will be keeping an eye on things too when he's in the office.

Quote from: ideasgen

I don't recognise the data that you've provided for speeds. I've consistently told you - and provided BT speed tester data to back up - that the download speed during Nov -Dec was c 800mbps to 1kbps. I have seen the speed rise to 1.5mbps in the last few days only - and as Brad has confirmed there is no guarnantee this will remain. So when you say you can't see the issue I presume this is because you are seeing the line profile data as opposed to the actual download speed achieved. They are clearly different and if you are determining the quality of service provision off the back of the data you are looking at then I can quite understand why you have problems seeing this issue.

Yes, I am looking at the line profile. If this is being reported correctly by the BT Speedtest but the throughput on the same test is low then it normally means:

• The profile at our side isn't configured properly.
  
• You're using your connection when the test is being performed.
  
• There's congestion across the VPs at your local exchange (although this would suggest otherwise).
  
• You have a genuine line fault (a possibility, but as I've mentioned before the evidence doesn't suggest this to be the case).
  

Here's the line profile history from our side (not BT's):

2010-01-04 13:35:35	BT IPStream Max Home Self-Install	8000	50:1	1750
2010-01-02 18:31:37	BT IPStream Max Home Self-Install	8000	50:1	2500
2009-12-30 22:20:45	BT IPStream Max Home Self-Install	8000	50:1	2000
2009-12-18 10:49:02	BT IPStream Max Home Self-Install	8000	50:1	1500
2009-12-02 19:02:12	BT IPStream Max Home Self-Install	8000	50:1	1000
2009-11-29 21:16:36	BT IPStream Max Home Self-Install	8000	50:1	6500
2009-11-28 12:11:26	BT IPStream Max Home Self-Install	8000	50:1	2000
2009-11-27 20:34:23	BT IPStream Max Home Self-Install	8000	50:1	1250
2009-11-24 21:55:56	BT IPStream Max Home Self-Install	8000	50:1	1500
2009-11-21 23:34:53	BT IPStream Max Home Self-Install	8000	50:1	2500
2009-11-16 19:22:21	BT IPStream Max Home Self-Install	8000	50:1	1750
2009-11-03 00:14:26	BT IPStream Max Home Self-Install	8000	50:1	2500
2009-10-30 06:55:25	BT IPStream Max Home Self-Install	8000	50:1	1750
2009-10-24 20:36:51	BT IPStream Max Home Self-Install	8000	50:1	2000
2009-10-10 09:26:06	BT IPStream Max Home Self-Install	8000	50:1	1500
2009-10-08 10:53:02	BT IPStream Max Home Self-Install	8000	50:1	2500
2009-10-03 21:22:15	BT IPStream Max Home Self-Install	8000	50:1	2000
2009-09-28 11:19:37	BT IPStream Max Home Self-Install	8000	50:1	2500

So between the 2nd and 18th of December the Plusnet line profile was 1000kbps, that would have given you a download speed of around 800kbps.

Quote from: ideasgen

I'm not going to discuss the cost of getting this service back to the level it was in September - as far as I'm concerned that's an issue for you and BT. If I can't trust BT's wholesale test service then wants the point of it being there.

Your throughout is still within specification though, and it's worht considering that we may just be looking at exchange contention.

Quote from: ideasgen

We are all agreed that the fault is with the line. All I've been asking is for someone to find out what that fault is and fix it.

That's not strictly true. The line tests we've run don't identify any problems with the line. That's not to say there isn't a line fault of course, it's just the diagnostic tools we have access to don't suggest that to be the case.
Anyway, the fault is with BT now so after a bit of to-ing and fro-ing we should be able to get an OpenReach engineer out.
Sorry for repeating the question again but I'm still not sure on the answer to this:
[quote author="Bob Pullen"]Do you have anything else plugged into your extension sockets?

[#5]

Bob - nothing else is plugged into the accelerator circuit.
Brad agreed with me that this has to be a line fault issue. Not a line degradation given recent performance
When I run the BT Speedtest I make sure nothing else is downloading - so that is not the answer.

[#6]

Quote from: ideasgen

Bob - nothing else is plugged into the accelerator circuit.

That's a slightly odd reply! What Bob was asking was do you have anything plugged in to any extension on that telephone line.