Plugg Uncapped ADSL Feedback

Hi guys,

I would just like share my experience with Plugg with you guys... and I wish I could say that it was a good one.

A friend of mine has recommended Plugg and so I ordered 4Mbps uncapped account and line with Plugg. The technician on their side said it would take about 7 - 14 days for Telkom to move my 1Mbps line I had with Telkom at the time over to a 4Mbps line. So after 14 days I still had no connection and I assumed with Telkom being Telkom the problem must be there. However, Telkom said that they had never received a order from Plugg and after phoning Plugg they confirmed that something went wrong with placing the order with Telkom.

So I decided to just get my DSL line with Telkom instead, which was up about 5 days after placing the order. Cool, so I had an internet connection and the performance wasn't bad. However, I had paid for a 4 Mbps account which I could not use for 3 weeks and the line at Plugg which was never ordered. So after phoning Plugg they assured me that they will credit my account for the line cost and for the account on a pro-rata basis. This seemed fair.

But then the following month they did not just charge me for my account, something went wrong and my bank account was debited twice! If I had not checked my bank statement I probably would not even have noticed! So I sent them a copy of my bank statement which they requested and then they credited my account to cancel out the double debit. This was after I explained to them that I should infact have credit with them and isn't supposed to pay anything at all!

So by this point in time I was fairly pissed off and from this point on I have decided to record all of the phone calls I make because the support team just seemed to ignore all of my requests. I literally had to phone them four times and explain my whole story to them each time before I could get anything sorted out. (I will post links to the phone calls if you like). This is unacceptable! Each time I asked to speak to a manager he was busy or out of the office and I was promised that he would phone me back but that NEVER happened.

So now I finally have credit on my Plugg account but I no longer which to make use of their services given the way I was treated. So on Thursday (13 June) I phoned their accounts department saying that I would like to have my credit paid into my bank account because I want to move to a different ISP... They said someone from their accounts department would contact me. Still waiting on that. At least I am still in the habit of recording phone calls made to them.

So that's my long story. I am sure many of you guys have no issues with them, but I cannot in good conscience recommend them to anyone.
 
Janitor, what is Pluggs cancellation policy? It says month-to-month on your web site. What exactly does this mean?

Btw I'm not cancelling but before I slagg off other ISP's for their calendar notice period I'd like to get my facts straight.
 
biometrics said:
Is it correct here? https://www.plugg.co.za/?_page=static_page:show&name=Terms & Conditions
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Good catch! That looks like a standard terms and conditions for IS where somebody did not think further regarding Plugg's services. I will get that clause modified to make sure it reads in accordance with this section on the Plugg website:

https://www.plugg.co.za/?_page=faq:faq&id=39

As far as I am concerned cancellation is for the current month and no 30 days notice will be required. If you know of somebody that had to pay for an additional month when they gave notice then please let me know so that I can investigate.
 
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Still experiencing strange Youtube problems and ive noticed some others have the same issue. Youtube just seems to stop working and wont even buffer a video on 144p for about 5 minutes. It will then work perfectly for a bit then do it again, i cant replicate this issue with another isp.
 
Unhappy438 said:
Still experiencing strange Youtube problems and ive noticed some others have the same issue. Youtube just seems to stop working and wont even buffer a video on 144p for about 5 minutes. It will then work perfectly for a bit then do it again, i cant replicate this issue with another isp.
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As per my PM, please let me know what your Plugg username is.

Thanks
 
Unhappy438 said:
Still experiencing strange Youtube problems and ive noticed some others have the same issue. Youtube just seems to stop working and wont even buffer a video on 144p for about 5 minutes. It will then work perfectly for a bit then do it again, i cant replicate this issue with another isp.
Click to expand...

Had a look at your account, which are used from two different locations at the same time. I have mentioned this before that even though we support two concurrent connections, those two connections will contend for the available bandwidth. It is possible that the other link could be using 90% of the b/w only leaving 10% for you. The moment the other connection stop 'hogging' all the bandwidth your connection tends to speed ups again.

The quickest way to test this would be to drop the other connection and then see if you still experiencing this problem of Youtube being fast at certain times and other times not.

Let me know.
 
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janitor@plugg said:
Had a look at your account, which are used from two different locations at the same time. I have mentioned this before that even though we support two concurrent connections, those two connections will contend for the available bandwidth. It is possible that the other link could be using 90% of the b/w only leaving 10% for you. The moment the other connection stop 'hogging' all the bandwidth your connection tends to speed ups again.

The quickest way to test this would be to drop the other connection and then see if you still experiencing this problem of Youtube being fast at certain times and other times not.

Let me know.
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Hi Janitor

I always assumed if there were 2 concurrent connections that they would contend 50/50 (assuming both lines are the same speed)?
 
wingnut771 said:
I always assumed if there were 2 concurrent connections that they would contend 50/50 (assuming both lines are the same speed)?
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Unfortunately that is the wrong assumption.

I have on numerous occasions mentioned how this works and the initial reason behind the concurrent sessions:

* http://mybroadband.co.za/vb/showthr...DSL-Feedback?p=9631922&viewfull=1#post9631922

* http://mybroadband.co.za/vb/showthr...DSL-Feedback?p=9639046&viewfull=1#post9639046

* http://mybroadband.co.za/vb/showthr...DSL-Feedback?p=9380112&viewfull=1#post9380112

* http://mybroadband.co.za/vb/showthr...L-Feedback?p=10089271&viewfull=1#post10089271
 
 
janitor@plugg said:
Had a look at your account, which are used from two different locations at the same time. I have mentioned this before that even though we support two concurrent connections, those two connections will contend for the available bandwidth. It is possible that the other link could be using 90% of the b/w only leaving 10% for you. The moment the other connection stop 'hogging' all the bandwidth your connection tends to speed ups again.

The quickest way to test this would be to drop the other connection and then see if you still experiencing this problem of Youtube being fast at certain times and other times not.

Let me know.
Click to expand...

Thanks for the reply janitor , i have taken the 2 concurrent connections into consideration , the one is for my home and the other a small side business, the small buisness uses a few gigs a month. The thing is i have always done it that way and i have never experienced these particular youtube problems. I will disconnect my work fully on the weekend and run some tests though.
 
Unhappy438 said:
Thanks for the reply janitor , i have taken the 2 concurrent connections into consideration , the one is for my home and the other a small side business, the small buisness uses a few gigs a month. The thing is i have always done it that way and i have never experienced these particular youtube problems. I will disconnect my work fully on the weekend and run some tests though.
Click to expand...

Hi

I also have two concurrent. Fortunately I can throttle the one to only ever use 1 meg.
 
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