Question about restriction levels

I've just hit my 13gb limit for this month and have been put on level one restrictions (BB Prem) but I've been reading the email I got when I saw this...

"the restrictions on speed only ever apply within peak-time."

My issue is that its now 11 in the morning, well before peak time kicks in and I can't get above 30Kbps on either usenet or Torrents.

This is what I get from the BT speed tester

Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 4000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 4736 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 2846 kbps

So its not my connectiont hats the problem, should I open a ticket or is this normal for anyone on a level 1 limit?

is this just the standard traffic priority at work ?

"Different types of traffic have a different priority at all times on our network
Peer-to-Peer Bronze
Binary USENET Bronze"

But its only dropped to those speeds since level 1 was applied on my connection, I can't even get above 30Kbps at 3 in the morning?

put in a ticket and ask for an explanation.

I thought Peak Time was now 8AM - 12 Midnight???

>I thought Peak Time was now 8AM - 12 Midnight???

The new products are, but the OP is still on BB Prem that is 4PM to Midnight

we've "educated" the ellacoyas I expect...

It does seem that the myraid of profiles seems to be part of the constant confusion.

Any chance a Plusnet rep could have a look at ticket ID: 21890308, its been sat there since 8 this morning and everytime I log in it says its been actioned.

I've jumped through all the hoops and done all the tests and now it seems no one knows whats happening.

I've not responded to your ticket, but can you just let me know what time you are talking about?

I'm guessing we need to try and replicate this using a dial test from here - From what you report it sounds like a 256K rate limit, but I've checked your profile and there certainly should not be anything like that off-peak. This could be an effect of packet drops in the queue (We saw a marked increase in Gold traffic last week, which willl mean traffic like P2P has less to go round), but from what you are saying it sounds too consistent to be just that (ie if it were 12 - 4PM that you reported it, I could see it being the case, but at 4AM if it's like that it will need some further investigation).

Ian

Thanks Ian, I'll run some tests during off peak tonight, see if I can't plot out my P2P speeds over 24 hours.

I also got this on my ticket just recently

In reply to:

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Dear Mr Morris,
the reason that the download rate is not running at a great speed at this time is due to the fact that you have used a large proprtion for your download limit this month currently at 29.93GB.

i would suggest that you review the new accounts that we have launched on our website this last month. we ahve accoutns that have better suited usage for the times that you are using the connection and should give you a better experiance.

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This fails to note that only half of that is peak time downloads and I've made it clear in my tickets that I accept that peak time useage will be capped, its off peak I'm having problems with.

In reply to:

---

Dear Mr Morris,
the reason that the download rate is not running at a great speed at this time is due to the fact that you have used a large proprtion for your download limit this month currently at 29.93GB.

i would suggest that you review the new accounts that we have launched on our website this last month. we ahve accoutns that have better suited usage for the times that you are using the connection and should give you a better experiance.

---

Gotta love the professionalism too...

So is it still the norm for CS reps to have difficulty reading tickets properly, communicating with customers or with other staff and basic spelling?

Sorry I don't mean to troll, I only returned to these boards because of the spam problems, but I'm getting a distinct sense of dejavu reading posts here

I can't complain about that, I've worked a night shift too and it melts your brain at times.

rarer than it used to be, thankfully... but wherever you go there will always be trainees grrrrrrrrrrrrrrrrrrrr.

Ahh okay then, glad to hear some things have got better

they have .. but they are not averse to shooting themselves in the foot on a regular basis.. ie) current email... theres a lot of two steps forward, one back, two forward, three back... etc...

>rarer than it used to be, thankfully... but wherever you go there will always be trainees grrrrrrrrrrrrrrrrrrrr.



Are you saying that the reply was sent by a trainee? otherwise can't understand what a trainee has to do with it.

most likely explanation David as you well know.. there are not many cs complaints flowing around these days certainly not compared to the recent past... of course its a long time since you had any need of PN CS, so appreciate it would be hard for you to give a current valid view of efficiency and service. Yes its better than it was, yes theres still mistakes.... as with most/all ISPs..

To everyone:

The thread is going seriously off topic. Aceclown still has a problem and it is his thread so please leave it alone in order that he can get his problem resolved and questions answered.

>most likely explanation David as you well know.. there are not many cs complaints flowing around these days

Please don't try and speak for me as you fail!

No I don't know, and neither do you!
Infact as per your post if there are less complaints, it's less likely they need trainees, now that is common sense.

Im guessing that IW et al have their hands slightly full.. so perhaps the OP should pm IW a little later.

The OP is doing some tests tonight.
No doubt PN will look into it more when the OP gives PN the resuts of the tests.

Hi Ian, I ran some tests last night and the speeds are staying the same, an odd quirk I've seen is that I have a possible 10 connections to giganews, when a new thread connects my speed spikes up but then over a few seconds drops right back down to 30Kbps again.

Just to keep people interested up to date

In reply to:

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Dear Mr Morris,
Your account is indeed being profiled off peak as well, I am passing your ticket to our code support team to investigate why it is not being taken off of managemnet when out of peak hours.

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In reply to:

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[INTERNAL]
<name removed>, can you please check customer account in Ellacoya ?

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Seems I was right!

Now to see if it gets fixed before tomorrow so I can use the fast speeds in the morning

Thanks for that update.

I wonder how many others are having this trouble!

Is any of this to do with the operation of "Workplace".

Very possibly ...

Whats "Workplace"?

Workplace is the software Plusnet use and developed for running their ISP ie customer details etc etc etc.

By all reviews it is a highly respected piece of software in the software world.

Over 24 hours later and still no improvement or reply...

OK this is getting silly now, its been 1 week since I first raised this ticket and I'm still having the same problems, I was watching my download speeds earlier and I was getting 250-300Kbps which was nice. Then at EXACTLY 12:00 it dropped to 30Kbps, not only that but when I'm under these bizzare restrictions I get 502 errors from usenet so I can't even leave anything downloading.

Questions

1) If its restricting me from 12:00 its obviously counting that as the start of my peak time, am I also getting traffic counted between 12:00 and 16:00 incorrectly attributed to my peak time allowance?

2) How come this is still an issue after a week?

3) Is it really all that difficult to put me back on the correct profile for a Premier account?

Incase anyone still cares about this, its still not been fixed and I've paid up for this month so all restrictions should have been lifted anyway.

Very very close to requesting a MAC code

It sounds as if Ian checked things out and decided no restrictions were in place. Perhaps you could chase things up with him and see if there could be any other explanation for the speed problems.