Ticket response times

[#1]

Quote from: _Adam_Walker_

Our provisioning systems are built to order ADSL2 connections with a 448kbps upstream, we may be looking to change this in the future but we're happy to place orders to uncap this in the meantime where needed.

"may be looking"? Months (years?) ago we were told this was definitely going to be changed. I thought at one time you were running bulk jobs to uncap people.

[#2]

Quote from: burrowsp

Thanks for the response, Adam. I'm just curious - why, by default, place a cap on an 'unlimited' service? Isn't this a contradiction and a bit misleading, sales wise? Plusnet may be happy for us, the customers, to place orders to have the cap removed, but it must irk many customers having to do this, especially when it takes several days to get this done (my personal experience). Many thanks for your help.

My understanding is that the word "Unlimited" refers more to the amount of data that can be downloaded and uploaded. 

Quote

but it must irk many customers having to do this

It doesn't apply to me as my exchange is still 20CN but I agree with what you said plus how many customers who might not be very technically minded know that their connection is capable of giving them a faster upload sync speed, as they probably think (hope?) that their ISP is "doing" them proud anyway. 

[#3]

Hi Apprentice,
Yes, I agree that the term 'Unlimited' refers primarily to the amount of data you are allowed to download per month.
However, potential customers will be drawn in by the title 'Unlimited Broadband' not aware that Plusnet, by their own default, actually deliberately 'limit' the upload speed, rather than this being determined by the characteristic of the phone line.
I still don't understand why they actually do this.
Hi Jelv,
Yes, I have seen posts from Plusnet from a long time ago where they said they were planning to stop capping the upload speed.

[#4]

Couple of quick points: 
- We still uncap on request
- We have been bulk uncapping people.  That paused for a little bit as we ran into a BTW problem where this was breaking some  accounts,  I think that's resolved now though.  I'll check where we are up to.
- We are still provisioning people capped, but a request has been put into a project which is on running to change that to uncapped.  It's likely that won't deliver till some time next year though.

[#5]

Quote from: Kelly

It's likely that won't deliver till some time next year though.

Forgive me if I don't hold my breath waiting for this given some of the previous statements on the matter. E.g. this from a year ago:

Quote from: Kelly

The reason we are uncapping is because we can   We've seen that our original stability concerns around uncapping are mostly unfounded, so we can give people that increase without too much worry of causing problems.  Upload is more important nowadays with everyone sharing audio/video and uploading photos everywhere!

[#6]

that quote doesn't contradict what I've said. 

[#7]

The point I'm making is that you've been saying it will be changed for months and months.
[quote=http://forums.thinkbroadband.com/plusnet/t/4212782-re-upload-speed-halved.html]Thu 21-Feb-13
We still provision customers on capped, but have an uncapping program in place where they'll get picked up later and uncapped.
Because it's all automated, we've got some code changes to do to make the default provision as uncapped. We are trying to get this piece of work scheduled.
I hope that explains it? Not great, but if people drop us a ticket/message we are always happy to place the order immediately.

A topic from September 2012: http://forums.thinkbroadband.com/plusnet/t/4159862-upload-speeds-adsl2.html
I'm sure that if you want to continue this discussion I can find more examples going further back.

[#8]

When are PN going to make the ticket system "fit for purpose" with regards a customer adding relevant details to a ticket, they get put to the back of the que. 
Maybe you should spend a little less money on TV adverts  and more on improving your "backwards" system in this case
This has been like this far to long  (for years!) , and no sign of improving ,  PN are you committed to sorting this out?
Regards
Mike

[#9]

Mike,
This is something we are very aware of, along with many, many other things such as our Provisioning and Billing engines which we're working on at the moment. Unfortunately these things are going to take time as we just do not have the resource to fix all of the things we'd like to straight away.
It is something that we've looked at and will continue to do so once we have completed the projects we are currently running at the moment. The positives to take from this are that, we're aware and we will get to it - we do want to improve and we will.

[#10]

Chris , thank you for reply, i fully understand there are only certain resources available although this problem has been known about for years ( we also seem to get the, we are looking in to it response ), how many years do you need to look at a problem which is counter productive and a fundamental failure of the ticket system  before sorting it .

Regards
Mike

[#11]

Quote

At the moment we're averaging a response time of 36 hours 42 minutes 2 seconds for new queries.

Does anyone know what clock that time is connected to? e.g. Is it a "working hours only" clock or 24*7 clock?
I only ask as I entered a ticket (#80065936) on Saturday evening and IIRC a wait time of 39 hours was given.
So if it's a 24*7 clock I should have had an answer by now, but if it's working hours I'll be lucky to hear this week. 
The ticket was about upgrading and so increasing PN's revenue by the way......