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Plusnet Usergroup » All Users - The Open Forum » Announcements » Addition of new Central Capacity & Broadband Plus refund scheme
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Author Topic: Addition of new Central Capacity & Broadband Plus refund scheme  (Read 14245 times)
JBailey

Posts: 2141


« on: February 23, 2007, 04:08:20 pm »

We are pleased to advise that we have now activated two additional 155Mbps segments of BT Central capacity. This new capacity will solve the shortage of sessions which was causing connectivity issues for USB modem users at peak times. Please see the earlier Service Status notice for more information on this.
http://usertools.plus.net/status/archive/1170428858.htm

This new pipe will be known as THN-AG1.  For those interested in which pipe they are connected to, this can be found out by visiting:
http://usertools.plus.net/@gateway

Lighting the additional bandwidth will also resolve the slow speeds experienced at peak times for Broadband Plus customers. Please see the earlier Service Status notice for more information on this.
http://usertools.plus.net/status/archive/1171308198.htm

Why were there peak time slow-downs for Plus customers in February?

•   Based on how we design our products Broadband Plus pays for approximately an 18% share of our network at peak times and during December and January was using up to 25% which was impacting Premier & PAYG customers.
•   We re-balanced our platform and updated our automated rules at the beginning of February to ensure that Plus got ~18% at peak times which solved the Premier & PAYG gold drops but caused slower than acceptable speeds for some Plus customers.
•   Using new capacity that comes online today we will increase the per-customer capacity for Broadband Plus and therefore choose to make a lower profit margin on Broadband Plus until May 2008 when the new BT Wholesale Broadband Connect pricing is planned to be available.

We will be contacting a number of Broadband Plus customers, offering a refund of February’s subscription fee for the inconveniences that they have suffered as a result of the problems described above.

We will be offering this refund to customers using the following criteria:

•   You must be a Broadband Plus customer (option 1, 2 or 3) provided via BT IPStream or Tiscali LLU.
•   Customers must have not used more than 4GB at peak in in their last three billing months on Plus Option 1, 7GB on Plus Option 2 and 11GB on Plus Option 3.
•   Must be able to show evidence of speeds problems encountered, see below on how to claim your refund
•   If you upgraded to PAYG or Premier in February due to slow speeds and meet other criteria you are eligible.

How to claim your refund:

•   We will be contacting Broadband Plus customers who raised a speed fault ticket during February to advise them of the refund.
•   Customers who we do not proactively contact (for example those who have been affected and have posted in forums but not raised tickets) can still claim a refund provided they meet the criteria by using this Help Assistant path http://www.plus.net/go.html/plusrefund
•   The ticket raised should contain a previous ticket number where you have raised an issue about slow peak time speeds. Alternatively, supply a web address or screen-grab to a speed test such from the PlusNet Speedtest, ThinkBroadband, Speedtest.net or BBMax showing a speed of less than 25% of your line profile speed as assigned by BT between 1st and 22nd February. You can find out your line rate in Connection Settings in Member Centre https://portal.plus.net/my.html?action=data_transfer_speed
•   Customers will need to claim by 16th March 2007 to be eligible for the refund of February subscription.

We will be actively discussing this process and responding to any queries in our discussion forums.

Kind Regards,

James Bailey
Complaints Manager
Plusnet
wildmind
Guest
« Reply #1 on: February 23, 2007, 04:12:15 pm »

HOORAY!!!

About time too.... when's the next lot ordered for?
JBailey

Posts: 2141


« Reply #2 on: February 23, 2007, 04:22:57 pm »

Decision on the two remaining segments will be discussed over the course of the next few weeks, analysing the performance over the weekend etc.

So the answer is tbc Smiley
« Last Edit: February 23, 2007, 04:28:52 pm by JBailey »

Kind Regards,

James Bailey
Complaints Manager
Plusnet
neilarmstrong

Posts: 733


WWW
« Reply #3 on: February 23, 2007, 05:53:21 pm »

I think James might be getting a little carried away and forgetting about the calculations we do wink

We've activated two segments for sessions and for bandwidth as per our new agreed product design on Broadband Plus. You've seen all the docs we're working on and Nick has been uploading screenshots of the new webpages to go live on Monday.

The third and fourth segment will be lit as we need it for customer growth. Right now we're still flat in terms of customer numbers. So unless we decide to invest more in the product and take a lower percentage profit on Premier & PAYG products we're unlikely to light 3 & 4 until customer numbers start going up.

Neil Armstrong
Products Director
PlusNet
JBailey

Posts: 2141


« Reply #4 on: February 23, 2007, 05:58:39 pm »

Yeah, Neil's right.  I've just misunderstood some internal discussion.

Kind Regards,

James Bailey
Complaints Manager
Plusnet
ianwild

Posts: 3979


Not to be confused with Mike, Wildmind.

WWW
« Reply #5 on: February 23, 2007, 06:09:02 pm »

You've seen all the docs we're working on and Nick has been uploading screenshots of the new webpages to go live on Monday.

Alright, so not everyone (outside of the NDA group) has seen the documents yet, but you will
on Monday morning!

Cya,

Ian

Regards,

Ian Wild
PlusNet Support
widge

Posts: 8

« Reply #6 on: February 23, 2007, 06:28:29 pm »

I've just had an email from plus net offering me a months refund.
They have also told me that from Today i should notice an improvement in speeds. Afraid not. Just ran a speed test, and i am still getting 250 kbps speeds at peak times.
ianwild

Posts: 3979


Not to be confused with Mike, Wildmind.

WWW
« Reply #7 on: February 23, 2007, 06:31:06 pm »

There could be lots of reasons for this - It may be that your speed problem wasn't caused by the same issue. To test, I'd try a few disconnects. If it's still the same, please do log a ticket with the support team for further investigation.

Ian

Regards,

Ian Wild
PlusNet Support
Oldjim

Posts: 1014

« Reply #8 on: February 23, 2007, 06:33:55 pm »

Ian,
Looking at the packet drop information could it be that not enough people are on the new pipe to create the headroom in the old pipes
jelv1

Posts: 2130

« Reply #9 on: February 23, 2007, 07:57:52 pm »

I suggest you try disconnect/reconnect until you get the new pipe, it will take time for the pipes to balance. Looking at the graph for the new pipe there are no drops of any type - the chances are you'd even get decent P2P speeds on there at the moment.

jelv
dj.si

Posts: 2

« Reply #10 on: February 23, 2007, 11:35:17 pm »

Likewise, I too received the e-mail earlier today about the refund for some BB+ users, and I've already applied. I just connected a short while ago to see whether things are any better. Here are my latest PN speed test results:

Date                  Speed Achieved (kbps)
23-02-2007 23:12:37    230.9
23-02-2007 23:13:02    218.8
23-02-2007 23:16:27   5331
23-02-2007 23:16:51   5890.7
23-02-2007 23:18:51   5617.4

As you can see, it was slow to start with, but for some reason suddenly shot up a few minutes later. Now these are comparable to the speeds I was getting pre-February ...I hope it stays like this! (Fyi, my MSR is always 6500 or 7000kbps - I guess having the BT exchange in my street may be a factor!)

Si
mrmojo

Posts: 126

« Reply #11 on: February 24, 2007, 12:45:23 am »

It won't stay that way. The new pipe(s) are not being fully utilised (assuming the figures that pn provide are right) and once the demand is spread the result of adding ~10% new capacity to a network which is in such poor state is going to be a drop in the lake, especially with the mass market finally discovering the delights of (relatively, at least) massive bandwidth consumption from sites like youtube and myspace.
Ultra

Posts: 777

WWW
« Reply #12 on: February 24, 2007, 05:41:44 am »

"delights" ?  OK, perhaps to some.  I'd class it as down-market of ITV or even Bravo Smiley

Then again, some of the stuff I used to watch could not be shown even on C4 or Five  :mrgreen:
widge

Posts: 8

« Reply #13 on: February 24, 2007, 02:01:03 pm »

Well my speeds were still at 250kbps last night.I'll have another look at the speeds after 6pm tonight. sad
widge

Posts: 8

« Reply #14 on: February 24, 2007, 09:56:22 pm »

10pm. Just tested my speed. 188kbps. If anything its worse. A months refund is not enough for this rubbish.
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