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I have been a happy customer of plus.net for many years and apart from
being cut off for 10 days every time I move house have had little complain about. In fact I even recommended them to some friends and receive monthly "thank you" referral fees from plus.net. However, in the last few weeks I have had some technical problems which caused me to use their ticket system. All I can say is ... oh my god... and paste an interchange below. ----------------- start 1 ----------------------- 2006-03-21 23:47:20 You Open : [Support Wizard Journey] [Technical query] [IP Query] [Customer Wishes to change Reverse DNS configuration] [Additional Information] I have a dynamic IP adsl connection and need a valid rDNS name. Currently, for example, I am seen as 87.114.12.133 when I ssh into a remote computer. Is it possible to have rDNS setup please? Ideally if it could always be lesshaste.plus.com that would be perfect. Kind regards, Raphael 2006-03-22 02:08:01 Gary Beardshaw CSC Agent Actioned : Dear Dr Clifford, Unfortunatly not, You currently have a dynamic IP with dynamic rDNS as you are on a plus account. If you require a static IP with static rDNS then you would need to change account type to either payG or Premier. Kind Regards, Gary Beardshaw To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-22 09:09:35 You Assigned : I understand I can't have a static IP but I appear not to have rDNS at all. When I ssh into a remote computer I appear as 87.114.12.133 for example. This means that some computers will not let me access them at all. Raphael 2006-03-22 10:45:47 Jonathan Price CSC Agent Actioned : Dear Dr Clifford, This is correct. As you do not have a ststic IP, you will have no rDNS entry. Regards, Jonathan Price To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-22 12:37:20 You Assigned : If I understand correctly, plus.net will not provide even dynamic rDNS for the dynamic ips it allocates? This seems at odds with normal practice elsewhere (for example I see 82-33-127-232.cable.ubr05.azte.blueyonder.co.uk logged into my work machine at the moment). Having a valid (even dynamically changing) rDNS is vital for me. Is there something stopping you setting it up for your dynamic ip users? I don't need a static rDNS(which clearly I would need to upgrade for) so I am not sure what the problem is. Thanks for your help. Raphael 2006-03-23 05:52:46 Adam Cassim CSC Agent Actioned : Dear Dr Clifford, If you are looking to have rDNS on your IP you would need to move to a statip IP account type such as the PAYG or Premier account type. Once this has been obtainded you can change this rDNS to anything you wish by requesting this from us. Regards, Adam Cassim To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-23 09:32:17 You Assigned : Thanks for the reply again. I am not clear whether you don't understand me or you are saying there is something unique about plus.net (as opposed to all other UK ISPs I have seen) that prevents it from having IP names such as (just as an example) 87-114-12-133.plus.net for the dynamic IP addresses it allocates. To be absolutely clear, at the beginning of this ticket I asked for "lesshaste.plus.com". That was, it turned out unrealistic as it is a static name. Since then I have *not* been asking for a static name but merely exactly the same service that all other UK ISPs provide their customers. That is an IP name associated with each one of their dynamic IP addresses. To resolve this, could you please say whether 1) The problem is that plus.net does not provide a service that all other ISPs provide or 2) In fact I have been confusing by asking for a static IP name at the beginning of the ticket and then changed to a dynamic one and you can of course provide that service (as all other ISPs do to my knowledge). Raphael from a set 2006-03-23 14:50:31 Dave Wilson CSC Agent Actioned : Dear Dr Clifford, The only way to achieve what you require would be to upgrade to an account that allows a static IP. Due to the nature of the dynamic IPs, we cannot add a rDNS entry for every IP address you have, as this would not be feasable. Regards, Dave Wilson To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-23 14:56:58 You Assigned : I am sorry to keep going on about this but that simply doesn't make any sense. What you say is impossible is in fact what every other ISP does. You just have to enter all the ips in the range you allocate from into the DNS. I gave two examples of what one would look like above. Again, sorry for asking the same question repeatedely but I feel sure there must be a misunderstanding here. What I am describing is completely standard. See any other ISP that gives out dynamic IPs to its customers for examples. Our work machines are configured to reject any machine that attempts to log in without a valid DNS entry. It is only plus.net customers that are rejected. Raphael 2006-03-23 15:08:50 Nicolas Coletta CSC Agent Actioned : Dear Dr Clifford, Apologies for the problems experienced all our IPs should have valid rDNS entries. I have forwarded this issue to our networks team for further investigation. As a temporary workaround please reboot your router to obtasin a new IP with a correctly formatted rDNS entry. Regards, Nicolas Coletta To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-23 21:13:40 You Assigned : Thanks Nicolas I now have rDNS on my dynamic IPs. For example I am currently 87.113.21.47.bbplus.pte-ag1.dyn.plus.net Could someone please pass this ticket up to a more senior level after I close it? plus.net normally has good customer service but this was really a shambles. Each person who replied just seemed to be reading off a first level script with no knowledge of what they were talking about. Raphael 2006-03-24 14:11:42 Phil Richardson CSC Agent Actioned : Dear Dr Clifford, Having read over the details in your ticket, I appologise for the information provided in this case. What had been provided was infact correct in response to part of the question raised, it did not however address the overall issue. I have now fead back some of this information. Please don't hesitate to contact us in the future should you have any further issues. Regards, Phil Richardson To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-03-24 14:16:19 You Closed : By Customer via Portal --------------- end 1 ------------------ Some short time passed and then rDNS broke again. Simultaneous to this the speed on my connection dropped from around 1900 kbps to 100 kbps. I reported it and got the following wonderful reply. -------------- start 2 ----------------- 2006-04-14 12:00:48 You Open : Broadband Fault Checker - Initial checks [ Completed ] All initial checks have been completed with no problems found. The customer must now complete the Detailed Checks. Please ensure that all questions are completed within 48 hours, otherwise this ticket will be automatically closed with no fault reported 2006-04-14 12:10:32 You Open : Broadband Fault Checker - Detailed checks [ Completed ] All questions have been completed by the user. 2006-04-14 12:11:46 You Open : The customer has provided the following contact details for the duration of the fault. Daytime telephone number: 01179733926 Evening telephone number: 01179733926 Email address: (E-Mail Removed) Additional contact info: 10am - 7pm 2006-04-14 12:11:48 You Open : Broadband Fault Checker - Connection checks [ In progress ] The tests on your broadband connection have now started. Please check this ticket in about two hours to see the results of the tests. 2006-04-14 12:25:29 Script User Unused - ADC - Developers Open : Broadband Fault Checker - Connection checks [ Completed ] Dear Raphael Clifford, The results of our tests show no fault with your broadband connection. Completed speed tests show that your connection speed is: none found According to BT, this speed is within the limits of acceptable performance for broadband service. Kind Regards, Customer Support ---------------------- end 2 --------------------------- Now you've got to love that as reply. "none found" being the expected connection speed these days apparently. No further comment was made by plus.net until I opened a new ticket complaining about the speed! This new ticket is still open. This explains my slightly, ahem, tetchy tone in this next interchange  ----------------- start 3 ----------------------- 2006-04-18 10:21:38 You Open : [Support Wizard Journey] [Technical query] [IP Query] [Customer Wishes to change Reverse DNS configuration] [Additional Information] Hi, Reverse DNS seems to have broken again on my account. I appear to be (87.114.10.68) now. This happened before (see ticket 18990900) and it unfortunately means I am locked out of my work network when it occurs. Raphael 2006-04-18 14:43:09 Mark Poole CSC Agent Actioned : Dear Dr Clifford, You are currently on a dynamic ip address and as such this changes everytime you reconnect, this means we cannot set a specific rDNS entry for your account. Apologies for any confusion. Regards, Mark Poole To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-04-18 14:44:59 Jonathan Dunning CSC Agent Assigned : *internal* 87.114.10.68 does not appear to have an rdns attached to it. please investigate -bash-3.00$ nslookup 87.112.2.55 Server: pih-dhcp-bcp.plus.net Address: 172.29.32.3 Name: 87.112.2.55.bbplus.ptn-ag1.dyn.plus.net Address: 87.112.2.55 -bash-3.00$ nslookup 87.114.10.68 Server: pih-dhcp-bcp.plus.net Address: 172.29.32.3 *** pih-dhcp-bcp.plus.net can't find 87.114.10.68: Non-existent host/domain -bash-3.00$ Regards, Jonathan Dunning To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-04-18 14:45:26 Jonathan Dunning CSC Agent Assigned : *internal* as above. Regards, Jonathan Dunning To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-04-18 15:02:21 Rob Hunter IE - Network Support & Problems Actioned : Dear Dr Clifford, we will not set the rdns for your dynamic IP as when the IP is assigned to someone else then they would have those records. If you require a static IP & perminant rdns records please upgrade your account to Premier. Regards, Rob Hunter To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-04-18 15:09:42 You Assigned : Hi, Please reread the whole of ticket 18990900. I don't want to have to go through that again! (Especially right at the bottom where Nicolas Coletta fixes it). I don't need static IP. There is simply a problem with the DNS record at plus.net. Please ask someone who understands about rDNS for dynamic IPs to avoid confusion. Raphael 2006-04-18 15:16:09 Rob Hunter IE - Network Support & Problems Actioned : Dear Dr Clifford, we will not set the rdns for your dynamic IP as when the IP is assigned to someone else then they would have those records. If you require a static IP & perminant rdns records please upgrade your account to Premier. Regards, Rob Hunter To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html 2006-04-18 15:23:41 You Assigned : Hi, I am afraid you have misunderstood. Please ask someone who understands what is going on. All your allocated IPs should have valid rDNS addresses (and they usually do). It has nothing to do with being static or the issue you mention. As I have said, please reread the *whole* of the old ticket and/or ask the person who fixed it last time. At this stage it might be better if you pass it on to someone else to deal with. Kind regards, Raphael 2006-04-18 17:15:31 You Assigned : In case you don't have access to the old ticket for some reason. The conclusion was "Apologies for the problems experienced all our IPs should have valid rDNS entries. I have forwarded this issue to our networks team for further investigation. As a temporary workaround please reboot your router to obtasin a new IP with a correctly formatted rDNS entry." The current problem is exactly the same as the problem covered in that ticket and which I fixed last time by restarting the router. Raphael 2006-04-18 21:32:56 You Assigned : I rebooted the router which fixed the rDNS problem again by giving me a fresh IP address. There appears to be a range of IP addresses from plus.net which don't have correct DNS entries. Raphael 2006-04-19 01:47:12 Dave Wilson CSC Agent Assigned : [INTERNAL] The aforementioned IP address has no rDNS whatsoever. Should it not have an rDNS entry to signify this as a Broadband Plus Dynamic IP? Regards, Dave Wilson -------------------- end 3 -------------------------- and the ticket is still open! What can I say.... Raphael |
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On Sat, 22 Apr 2006 17:26:09 +0100, lesshaste <(E-Mail Removed)>
wrote: > > Thanks very much for that very sensible and well informed reply. The > reason I made the posting I did was mainly due to the quality of the > replies I have been receiving in plus.net ticket system. If you had a > chance to read all the tickets I posted you will see that the plus.net > support team I did have read through, and I agree 100%. Some of the replies were not of the standard I would expect of our support team and I would like to thank you for pointing it out. It has been passed on to the training guys so they can "educate" as appropriate. I won't try and make any excuses for the answers were up to standard, but will give you a quick idea of what we are doing to make things better. We recently recruited a new batch of trainees and I believe we'll be recruiting more shortly. There's a whole load of training lined up over the next few weeks as we change how support is handled with the CSC (you may have seen a email from us recently). In all this should mean that for urgent problems (e.g. connection faults) you'll be able to get through pretty much straight away and the non-urgent type questions going through contact us should get more time and focus and see an improvement in both the quality (and thus first time fix rate) and turn around times. > > I can see that you personally do a great job and it would be wonderful > if you could answer all tickets but as for the rest of the team... > Thanks, I wish I could -- | Dave Tomlinson Broadband Solutions For | Comms Team Home & Business | PlusNet plc @ http://www.plus.net + ----- My Referrals - It pays to recommend PlusNet ----- |
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Jim Guthrie wrote:
> On Sat, 22 Apr 2006 17:26:09 +0100, lesshaste > <(E-Mail Removed)> wrote: > >> I can see that you personally do a great job and it would be wonderful >> if you could answer all tickets but as for the rest of the team... > > As a matter of interest, why didn't you bring this matter up in one > of the Plusnet newsgroups first? > > Jim. To be honest no deep reason other than the fact that I had completely exhausted myself trying to get through using the ticket system and didn't see any advantage in trying another plus.net route. The problems have been so frustrating I thought non plus.net people might be interested to know about them. You will notice that to this date there has still not been a resolution that is satisfactory other than noticing that the plus.net employee that posts here is clearly of a different class to all the others Raphael |
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