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Standard User lcdman
(member) Sat 30-Jul-11 13:31:09
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Trouble @ Newnet?


[link to this post]
 
Whats happening at Newnet? Major outages yesterday and then the bandwidth tracker screws up and blocks loads of customer's access (including mine!!), it reckoned I used 2 months of my usual bandwidth in under an hour (impossible at 8Mb speed!!).

Things have gone downhill rapidly since this last mob took over - it's not the Newnet i joined anymore frown
Standard User zhango
(newbie) Sat 30-Jul-11 14:52:17
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Re: Trouble @ Newnet?


[re: lcdman] [link to this post]
 
I used to be a big critic of the usage meter, particularly when it failed to record off-peak correctly, but since they revamped it there have been no problems at all for me. I was on the point of leaving but the service works great for me so I'm stopping.
Are you sure that the problem was Newnet's fault though?
Standard User lcdman
(member) Sat 30-Jul-11 17:28:30
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Re: Trouble @ Newnet?


[re: zhango] [link to this post]
 
Yes - it's definitely Newnet's fault. There is now a message on their support line about "major problems with the bandwidth tracker" and that all affected customers will be "re-connected/unblocked asap". Coupled with yesterdays major outage this does not bode well.

My router stats confirm that the bandwidth tracker is talking [censored] - I use ~3GB a month , they reckon I used 6GB in less than half an hour - at a max download speed of 5.5Mb? - you do the maths!!!

To add to this, after 45 minutes on hold at "customer services", and finally getting from no.12 to no.3 in the queue, they dropped me to a [censored] answering machine - not good customer services!!!

ETA from the Newnet status page;

"Broadband bandwidth usage 30.7.2011
July 30th, 2011 by GM

Newnet would like to advise customers of an issue with the broadband bandwidth usage which has occurred over night. This has resulted in 4-5GB of erroneous usage being applied to all users accounts for this month. This has also unfortunatly resulted in some users being placed automatically on hold for exceeding their monthly allowance. However the cause of the issue has been identified, Newnet engineers are working on the software issue and we anticipate that all affectd users will be back online shortly.

Newnet apologises for the inconvenience caused. Anyone wishing to discuss the matter further should contact the Newnet service desk via email to support@newnet.co.uk or call 0844 8549289
"

Not much [censored] good if you can't actually get on line!

Edited by lcdman (Sat 30-Jul-11 17:33:38)


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Standard User maggiej
(newbie) Sat 30-Jul-11 18:29:24
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Re: Trouble @ Newnet?


[re: lcdman] [link to this post]
 
Definitely a Newnet fault.

I received usage email from Newnet this morning to advise that I'd used ALL my allowance - amount 7.38 GB!!. Luckily I had 7.46 GB (inc 4.46 GB prepaid bandwith) so was able to go online and check what was going on. With my basic IT knowledge, even I realised that something was seriously amiss with the usage of 5.02 GB for 29.07.11 in my log.(actual usage 85MB for 29.07.11 on NetWorx). Luckily, I have a bandwith monitor (Networx) running which enables me to keep an eye on my usage and warns me when I've reached 75% of my monthly allowance. I am on their basic 3 GB per month which is fine for me, purchasing additional bandwith as and when rqd just in case. Lucky I had a reserve and was able to still get on line!!

I telephoned them first thing, 0900 hrs to enquire what was going on. Luckily I got thru within a couple of mins and was advised that it would be looked into.

Am now waiting to see if the 5.02 GB (or thereabouts) will be refunded to my account.

This could not have happened at a worse time, ie: month end, as most people are approaching their maximum monthly allowance!!

I've been with Newnet for over 3 years now and have not had any real problems with them. Let's hope this is not a sign of things to come!
Standard User buddyboy
(newbie) Sat 30-Jul-11 19:24:41
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Re: Trouble @ Newnet?


[re: lcdman] [link to this post]
 
I lost 4.5 G within 1/2 hour around 9pm last night !

end of the month and a weekend , seems a bit suspicious to me.
Standard User zhango
(learned) Sat 30-Jul-11 22:06:51
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Re: Trouble @ Newnet?


[re: buddyboy] [link to this post]
 
Ok it was their fault although for me the Newnet usage meter agrees almost exactly with my own 'Netmeter' so I'm not affected. I've only ever phoned support once which was recently. The phone was answered quickly and the guy was very helpful but I guess on this occasion as a lot of customers were affected the switchboard was overloaded.
I reckon it's a one-off and nothing to worry about.
Standard User zhango
(learned) Mon 01-Aug-11 08:36:24
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Re: Trouble @ Newnet?


[re: zhango] [link to this post]
 
I spoke too soon - usage meter now says I used 115.9% of my allowance for July. I'm hoping they don't invoice me for extra bandwidth!
Standard User maggiej
(newbie) Mon 01-Aug-11 10:17:59
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Re: Trouble @ Newnet?


[re: lcdman] [link to this post]
 
Newnet have now up dated the status on this matter:

"Update 0855. 1st Aug: As of late Saturday morning no users will be on hold for exceeding their bandwidth usage. Additionally subsequent investigation has identified that there was a section of broadband users affected rather than allo accounts. The underlying cause of this issue is being investigated and will be resolved as soon as possible. Newnet apologise again for the inconvenience caused."

However, there is definitely something still VERY AMISS with the Newnet Bandwith usage meter figures following on from the blip on 29.07.11.

My NetWorx Monitor usage figures :

30.07 54.2MB Newnet 101MB (86% over)
31.07 495MB Newnet 1070MB (116% over)

Would be interested to learn if anyone else's usage figures are also well in excess of what they should be.

Will be contacting Newnet about this as at this rate everyone's usage will be well over their permitted allowance as the issue has not been addressed. Will also be expecting my prepaid bandwith which was gobbled up to be credited back to put my account back as it should be.

It is indeed strange that in my case the usage blip on 29.07 more or less wiped out my total prepaid bandwith buffer. Am I being overly suspicious??
Standard User zhango
(learned) Mon 01-Aug-11 10:34:08
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Re: Trouble @ Newnet?


[re: maggiej] [link to this post]
 
In reply to a post by maggiej:
Am I being overly suspicious??

Well, after the News of the World hacking scandal - perhaps we're all a bit suspicious of everyone?
Standard User zhango
(learned) Mon 01-Aug-11 13:48:36
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Re: Trouble @ Newnet?


[re: zhango] [link to this post]
 
Newnet have told me everything is sorted and the bandwidth usage for the month that was added in error has been removed so will not count towards my monthly usage. They haven't blamed the weather or the recent royal wedding so sounds ok to me.
Standard User idb
(committed) Mon 01-Aug-11 16:39:07
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Re: Trouble @ Newnet?


[re: maggiej] [link to this post]
 
In reply to a post by maggiej:
My NetWorx Monitor usage figures :

30.07 54.2MB Newnet 101MB (86% over)
31.07 495MB Newnet 1070MB (116% over)
When I checked this morning my usage difference for the 30th and 31st was similar to yours; about double what it should be.

I've just checked again and those two days are now showing as 0 usage. Whether this is a prelude to correcting the figures, or if they are just going to forget all usage on those days, I don't know.

Ian
Standard User maggiej
(newbie) Mon 01-Aug-11 17:15:39
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Re: Trouble @ Newnet?


[re: idb] [link to this post]
 
I have been checking my account and yes, they have removed all figures from 29.7 - 31.7.11. There has also been no usage recorded for today either!

I raised my query via a ticket with them and have now heard from them. They have advised that the issues with their bandwidth monitoring have now been resolved. As there was no mention of the differences in the usage figures following the major blip of 29.7, there definitely was something wrong and no usage figures have been included in the monthly summary. As they have confirmed my final usage figure for July is below my package limit of 3 GB it would seem usage for the period in question is being 'forgotten'. Will just have to keep an eye on their figures to see if they are in line with my own usage monitor.

Unfortunately, altho they have amended my July summary, they have not corrected the prepaid bandwidth amount to be carried over to August and I'm awaiting their advices on this. Hopefully there will be no further problems.
ISP Representative SupportManager
(isp) Mon 01-Aug-11 17:28:38
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Re: Trouble @ Newnet?


[re: zhango] [link to this post]
 
Dear all

Apologies for any confusion caused by this issue. I have now updated the service status page with the latest update following full investigation and resolution of the problem. Any users wishing to discuss this matter further should contact the Newnet service team in the usual way.

Following investigation it has now been identified that the discrepancies experienced with some users bandwidth usage was caused by the service outage on Fri 29th July. This resulted in 4-5GB of extra usage being applied to some accounts incorrectly. Newnet has made the decision as a result of this event to remove all bandwidth usage for all broadband services, from 1300hrs 29th July until approx 5pm today 1st Aug 2011. This has therefore removed any unfair usage for those accounts affected, and any users who were not affected will also have effectively free usage for this period.

The bandwidth accounting service is now back online and calculating usage as it should as of 5pm. Newnet apologises again for the confusion and inconvenience this may have caused. Please rest assured Newnet continues to take itís responsibilities to customers and the data we provide on their usage very seriously and will work to resolve any issues which should arise as quickly and efficiently as possible.

Support Manager
Newnet plc

Email:
General enquiries: support@newnet.co.uk
Call: 0844 8549289
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User buddyboy
(newbie) Mon 01-Aug-11 19:16:54
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Re: Trouble @ Newnet?


[re: SupportManager] [link to this post]
 
well I've just lost another 4/5 gig today ( 1st ) , so there are still problems
Standard User maggiej
(newbie) Mon 01-Aug-11 20:01:19
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Re: Trouble @ Newnet?


[re: SupportManager] [link to this post]
 
Just checked my usage summary as of 19.25 hrs which unfortunately shows a massive usage figure of 592 MB. According to my monitor my total daily use today is 73 MB - a difference of 711%. Prior to logging in at 19.25 nil usage was shown.
If the figure of 592 MB relates to usage after 1700 hrs, then the difference is far far greater, ie: a difference in the region of 1467%!!!

It would seem the issue is still far from being resolved.

Will see what tomorrow brings
Standard User Stylee
(newbie) Tue 02-Aug-11 01:10:34
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Re: Trouble @ Newnet?


[re: lcdman] [link to this post]
 
Came home from work on Friday to find my account suspended - apparently I'd used 3.2GB while I wasn't at home!

I got my MAC from Newnet just over a week ago - my decision to change had nothing to do with metering problems, just that they were no longer competitive on price for my usage.

Last week and yesterday morning I've had emails from Newnet Credit Control threatening to suspend my service unless I pay for what would amount to over six weeks from the date I got my MAC. Both times i have replied and asked for an adjusted invoice to cover just the 30 days notice period required - but have had no response.

I try and take some amusement from what their emails say;

"Thank you for your continued business with NewNet." - I'm no longer a Newnet customer!

"To ensure that we can continue to provide our customers with a consistent level of service we have to regrettably suspend services that are overdue for payment. Therefore, if you are unable to pay the outstanding balance today, then your current service will have to be placed on suspension at midnight tonight." - Guess what? I'm no longer a Newnet customer, so good luck!

If Credit Control sent me a correct invoice, I would pay it immediately, but as it stands they have failed to even acknowledge emails sent to them.

I was a happy bunny with Newnet for over three years - now i'm glad I jumped ship.
Standard User lcdman
(member) Sun 14-Aug-11 11:46:00
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Now they're billing me for it!!!


[re: lcdman] [link to this post]
 
Not only did the bandwidth tracker screw up they've now billed me for it!!

Got my monthly billl today, shows 8GB extra that I didn't use or buy.

As you will guess, I've disputed it.

This is definitely NOT the Newnet I joined, and I won't be around much longer at this rate.......

SORT YOURSELVES OUT NEWNET!
ISP Representative SupportManager
(isp) Mon 15-Aug-11 11:13:41
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Re: Now they're billing me for it!!!


[re: lcdman] [link to this post]
 
Dear all,

Further to the issues at the start of the month, I have looked into this and it seems that some customers have been billed for more than they should have done. Given this, we are now in the process of checking all customers who have been (or are due to be) billed for excess usage for July, and correcting any discrepancies as soon as possible.

Obviously however this will not happen instantly so if you have been billed for more than you think you should feel free to email me (service.manager@newnet.co.uk) and I will get it looked into ASAP for you. Obviously all affected accounts will be corrected in time so if you are happy to wait you do not need to contact me, it will be corrected in due course. Apologies for any confusion caused in the meantime.

Support Manager
Newnet plc

Email:
General enquiries: support@newnet.co.uk
Call: 0844 8549289
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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