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Standard User Ivan_Teknikov
(learned) Mon 03-Jan-11 16:53:13
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21CN to 'Up to 20Mb" timescale


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Just out of interest does anyone know the likely time between an exchange being enabled and the Zen process of upgrading to Up to 20Mbits kicking in ?
My exchange is listed on Kitz ADSL checker as ' 21CN WBC (Broadband) enabled 31 May 2009', nothing heard yet.
I may not go for it anyway as my link is stable at 8 Mbits and the BT estimate quoted is 14 Mbits. 483 metres by road quoted but I think nearer 1,000 Metres looking at the trenches and manholes.
Standard User Ivan_Teknikov
(learned) Thu 06-Jan-11 19:41:03
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
No, that's what I thought.
ISP Representative Azzaka
(isp) Fri 07-Jan-11 15:12:50
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
Sorry Ivan,

Times scales can differ between exchanges, however if you call our sales guys and the exchange is enabled, they will be able to give you an idea of when the migrations on your exchange will start.

Kindest Regards,
Leo

Leo Goile
---
ZeN Internet
Technical Support
ZeN are recruiting! Click here to view the opportunities available.

I Sync', I Auth', therefore I am.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).


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ISP Representative BCS
(isp) Thu 20-Jan-11 13:07:28
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
Hi Ivan,

Appreciate this thread is a little old now.

Can you provide me with your exchange name please? I can take a look at what we've been attempting to do at that site.

We are trying to hit everywhere now so interesting to see how you are missing out.

Many thanks,
Brian

Brian Storey -
ZeN Internet
Senior Provision Specialist

Contact Zen Customer Services:-

T: 0845 058 9000 / 777 option 5. 9am to 5pm weekdays
E: customerservices@zen.co.uk
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Ivan_Teknikov
(learned) Thu 20-Jan-11 19:49:18
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Re: 21CN to 'Up to 20Mb" timescale


[re: BCS] [link to this post]
 
Thanks for the interest Brian but I an now on the 'Up to 20Mbps' service !
I eventually e-mailed Sales and within two days of enquiring was upgraded on 18 Jan. Now synched at 18244 kbps and waiting/hoping for the actual data rate to increase from the previous MaxADSL's 6.5 Mbps.

I did wonder if Dorchester (STDORCH) had slipped through the net after 20 months without an offer.
ISP Representative BCS
(isp) Wed 26-Jan-11 18:39:47
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
Hi there,

Great you are now on ADSL2+ with some impressive speeds laugh. I'm really sorry you've had to wait for so long.

I've had a look over our activities on your exchange and there is something odd here, which with the info you've given me I think I've worked out.

The first time we could actually go for a bulk migration on your exchange was April 2010. We didn't look at this particular exchange until May with a view to get migrations in July. We wanted to get everyone over and we were given the opportunity to do so which we took.

From what I can see here, everyone went over except one person - however this could be an anomaly because the record I'm seeing before and after your regrade is still there. Will look at this separately. Between Aug to Nov, the exchange was closed for bulk migrations.

So, considering the above and the timescales you've mentioned for moving to an up to 20Mbps service, you were actually on 21CN, just waiting to be moved from ADSL to ADSL2+.

That being the case two things jump out at me
1) I have misread your original post and jumped to the wrong conclusion. Therefore, if you were asking when does “Zen move me up to 20mb” (assuming you had already been moved to 21CN and knew this), the answer is, we don’t. We believe the move from ADSL to ADSL 2+ is a customer choice especially as not all lines will react too well to ADSL2+. The customer can initiate the move at any point after we’ve moved you from 20CN to 21CN. Apologies we didn’t correctly assist you earlier!

2) However, if you were in fact asking when we would move you to 20CN to 21CN, the answer is we did this in July, unbeknown to you. Why you weren’t informed of this though needs reviewing because as part of the process we e-mail and sent a letter well in advance notifying you of the move. Once the move is complete, we advise you can move to an up to 20Mbps service, if you wish to do so advising that it may not be suitable for everyone.

Either way, something hasn’t reached you or it wasn’t clear enough. I’d be very interested to hear from you to see which of the two it was to see what happened.

Regards,
Brian

Brian Storey -
ZeN Internet
Senior Provision Specialist

Contact Zen Customer Services:-

T: 0845 058 9000 / 777 option 5. 9am to 5pm weekdays
E: customerservices@zen.co.uk
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Ivan_Teknikov
(learned) Thu 27-Jan-11 16:08:32
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Re: 21CN to 'Up to 20Mb" timescale


[re: BCS] [link to this post]
 
Brian,
thanks for the comprehensive explanation.

I became aware of 21CN availablity at Dorchester but only by looking at a BT estimate and then Kitz's ADSL checker, however I did not know that my line was in fact already on 21CN. From my reading of your web site I had assumed that when this happened I would get notification and the offer of 'Up to 20Mbs'. I have had neither an advance notice, notice of the 21CN move or an offer of 'Up to 20Mbs'.

My question, then knowing Dorchester to have been enabled, was really 'How long is it normally between the exchange being enabled and any notification from Zen ?' Had I not poked around I guess I might have waited a long time.

I hope that makes things clear. Two positive points are, firstly the speed with which you arranged 'Up to 20 Mbs' after my enquiry and secondly my current router sync rate of 20,567 Mbs smile ADSL profile still at 16,000 Mbs but you never know and in any case more than enough for our use.

Regards
Tom
ISP Representative BCS
(isp) Thu 27-Jan-11 17:30:07
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
Hi Tom,

Not a problem and that is clear smile.

So, in short, no notifications from us. I think there was a period where we stopped automatically e-mailing customers about moving to ADSL2+ following a migration however you should have received something regarding the actual migration.

There is a chance the records we have for you are outdated and the contact e-mail address we have is no longer used? Are you receiving e-mails from us for other things (monthly bills etc)?

To finally answer your question... previously when an exchange was enabled for 21CN, we were typically migrating customers over 2-3 months later. These were due to some constraints in the process which as of Dec 2010 have been removed.

For anyone who is still waiting and sat on an exchange to be enabled, there is a chance that we can migrate you over (as part of the bulk migration process) during the same enablement month. There are some limitations which I won't list that can push things back by a month or two.

Important point to note (not necessarily for you but others reading): A migration to 21CN doesn't mean faster speeds. 21CN is actually a network and an enabler to allow you to move to a potentially faster service through ADSL 2+. As mentioned previously ADSL2+ doesn't always mean a better service in terms of increased sync rates, fortunately, you've seen the benefit.

Regards,
Brian

Brian Storey -
ZeN Internet
Senior Provision Specialist

Contact Zen Customer Services:-

T: 0845 058 9000 / 777 option 5. 9am to 5pm weekdays
E: customerservices@zen.co.uk
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Ivan_Teknikov
(learned) Thu 27-Jan-11 18:55:51
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Re: 21CN to 'Up to 20Mb" timescale


[re: BCS] [link to this post]
 
Brian, thanks again.
My contact address would seem to be correct in that billing, newsletters, the order info for this upgrade etc. all turn up.
No further queries from me but you may well be looking at your own processes.
Regards
Tom
Standard User Ivan_Teknikov
(learned) Sat 29-Jan-11 12:09:24
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Re: 21CN to 'Up to 20Mb" timescale


[re: Ivan_Teknikov] [link to this post]
 
Yes, make that 20,567 kbps sync and 16,000 kbps profile in case anyone was getting excited.
Tom
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