Thanks Chris (and to Kelly as well). Hopefully all will be well from tomorrow. I'll report back.

If this is a known issue, you might want to make sure all your CS reps are briefed, as it took some perseverance on my part to get past the "it's the 10 day training period/it's the quality of your line" barrier.

In reply to a post by Bright:

"it's the 10 day training period"

CS reps should be absolutely banned, once and for all, from using that in relation to FTTC services. It does not apply and never has.

I'll get that flagged up. Yeah, needs stamping out.

Not being able to see what that problem is (unless there's some less than obvious place a customer should look), would it not be worth posting something in your service status system, so those who get the e-mail and view info any other way, can be aware of the problem {and more useful, when it has been fixed} ?

Edited by deleted (Thu 17-Jan-13 18:32:54)

Good news this morning. BTW Performance Test results:

Download speed achieved during the test was - 73.43 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.44 Mbps .
IP Profile for your line is - 77.44 Mbps

Upload speed achieved during the test was - 13.81Mbps
Upstream Rate IP profile on your line is - 20 Mbps

So thanks to Kelly and Chris for getting this sorted out. Hopefully it will be plain sailing with PlusNet from now on!

Feel free to scream at us on here if we mess up

In reply to a post by KellyD:

Feel free to scream at us on here if we mess up

Surely neither if those two things ever happen.

This isn't a me having a go at the isp , But it seems that this Kelly communications outfit are a bit on the roguish side , as presumably they are being paid (sub contracted) by BTOR ,
To carry out managed installs at the customers address and they are simply not doing that, I some cases customers are being charged an install fee of upto £96.00 possibly more as the prices have been or are due to be increased soon

He should of fitted a VDSL filtered faceplate and re connected any internal extensions , tested the line with a JDSU/EXFO device for potential issues
and should also of moved the Master socket if required or asked by the customer

Kelly Com's failed to provide the service that they are being paid to provide by BT openreach , Maybe the best solution is to stipulate at sign up, that unless the engineer is BT openreach they won't be crossing your threshold ,

Edited by tommy45 (Fri 18-Jan-13 14:38:56)

In reply to a post by tommy45:

tested the line with a JDSU/EXFO device for potential issues

Seems Kellys communications are not popular at all...

What are those tests if you dont me asking?

The EXFO & JDSU can perform quite a few different tests/tasks to help a qualified telecoms engineer, locate faults, see line stats /error rates/ sync speed, as well as probably a lot more SFI engineers will usually carry one, but most BT openreach engineers who are doing FTTC installs seem to carry them too , Had these tests/checks been made at the time of install it would of been apparent that the op was on the incorrect package, as the engineer would of seen that the sync was over 40mbps less than the max attainable rate,

On another note i hope that the op isn't having to pay the charge for install of FTTC , Because they didn't carry out this install, at the CP, and as such the isp should refuse to pay openreach ,explaining as to why, if enough cases of refusal to pay for botched installs I'm sure it wouldn't be too long before Kelly Com's where given their marching orders by OR

Edited by tommy45 (Fri 18-Jan-13 16:26:34)