A "Kelly's" FTTC install... how do you think it went?

My FTTC service was installed earlier today (upgrade from ADSL2+), not too happy with the results. The contractors were certainly not suitable for the job, their technical competence was minimal, but that wasn't the only issue I found.

Felt like I was being lied to by one of them just for the fun of it, and the other just seemed to have no clue whatsoever. I know 17 years olds that could probably do a better job. Would prefer Openreach though, mind you.

• They aren't supplied with a data extension kit.
• Plusnet have set my sync speed at 47 meg (obviously the DSLAM)
• I couldn't connect my laptop straight to the modem and connect to the internet - I did, one of them was a little surprised
• There is no dial tone, it'll come on tomorrow - no, I'm pretty sure it won't, could be wrong though. My formal networking education was focused more around Cisco networking

To be fair my internet kept becoming unresponsive out up for the last week until a day or 2 ago since I changed the modem. So it's possibly not their fault.

How do I know my line is capable of more? I've had Sky fibre, I've seen my line stats on VDSL, you can see them... here, and here large data set of my speed tests taken from speedtest.net (.CSV). If you want just wanna see a pretty image then this should give you an idea.

Quick comparison:

Sky - http://www.speedtest.net/my-result/2886757749
Plusnet - http://www.speedtest.net/my-result/3322191039

Not plusnet's fault, but please can you send some kind of faults engineer out.

Ticket #81667369

Edited by deleted (Fri 21-Feb-14 16:47:41)

Hi gmk,

It doesn't sound like the best install. Can you send over your username and I'll take a look at that, otherwise you can run our troubleshooter - http://faults.plus.net and we'll pick that up from there.

Kind Regards,

Current line stats are what?

How far is the DSLAM, with 109Mbps max rate before I presume within 100m.

With the no dialtone it is possible you are surviving on a single leg (i.e. one out of the two wires) suggesting the jumper job at the cabinet has a fault.

Notice that in my area the "Kelly" contractors ignore "No Entry" signs in order to save them driving for half a mile when a fifty metre walk would be more appropriate!

isn't the ticket number he gave an adequate identifier

Yep it is, missed that!

Edit - A fault has been detected at the exchange, an Openreach engineer will be attending in the next 24-72 hours to resolve this.

I've updated your ticket and will check back on the progress of this.

If you're requiring the data extension kit we'll need to raise this as a separate issue to the phone fault detected.

Edited by deleted (Fri 21-Feb-14 17:29:12)

Nice! Not !

However, re the first - "They aren't supplied with a data extension kit", unless you ordered it from Plusnet at signup time that is correct.

Do you need one for the install to be as intended? (Once the rest gets sorted). If so, you need to make sure Plusnet know so if an engineer visits for the other stuff he is able to do that as well.

?
Was the Sky FTTC at the same address? What happened to it?

Ah - memory clicks in. Did you have to downgrade to ADSL2+ to migrate, then back up? In which case the engineers shouldn't have needed to do anything other than reconnect you at the cabinet.

In reply to a post by MrSaffron:

Current line stats are what?

How far is the DSLAM, with 109Mbps max rate before I presume within 100m.

With the no dialtone it is possible you are surviving on a single leg (i.e. one out of the two wires) suggesting the jumper job at the cabinet has a fault.

I'm using the supplied ECI /r modem so I don't know, I do have an unlocked HG612 in the cupboard so I can get them anytime, and I'm waiting for a soldering iron to arrive so I can attach some header pins to my other ECI /r and get the stats.

In reply to a post by RobertoS:

Nice! Not !

However, re the first - "They aren't supplied with a data extension kit", unless you ordered it from Plusnet at signup time that is correct.

Do you need one for the install to be as intended? (Once the rest gets sorted). If so, you need to make sure Plusnet know so if an engineer visits for the other stuff he is able to do that as well.

I know, I did ask for one when I ordered, but thanks for your input. The router is upstairs so yeah it is required, I have compiled OpenWrt from source with hopefully working RFC 4638 support for my Buffalo WZR-HP-AG300H. Right now I'm just running ethernet straight to my Mac because the router is running DD-WRT and is configured in a non-standard way for ADSL2+.

In reply to a post by RobertoS:

?
Was the Sky FTTC at the same address? What happened to it?

Ah - memory clicks in. Did you have to downgrade to ADSL2+ to migrate, then back up? In which case the engineers shouldn't have needed to do anything other than reconnect you at the cabinet.

Yes, it's the same address; I've had ADSL2+ for roughly 6 months.

In reply to a post by chrispurvey:

Yep it is, missed that!

Edit - A fault has been detected at the exchange, an Openreach engineer will be attending in the next 24-72 hours to resolve this.

I've updated your ticket and will check back on the progress of this.

If you're requiring the data extension kit we'll need to raise this as a separate issue to the phone fault detected.

Alright, thanks.

In reply to a post by broadband66:

Notice that in my area the "Kelly" contractors ignore "No Entry" signs in order to save them driving for half a mile when a fifty metre walk would be more appropriate!

They really don't seem to give two monkeys.

In reply to a post by gmk:

They really don't seem to give two monkeys.

Just two fingers.

for what its worth openreach bods regurly lie out their backside as well, anything to avoid doing line work to improve sync speed.

Your Dial tone should come on shortly, when changing from LLU back to BT phone service they need to move the copper pair in the exchange. This is done by Openreach and outside of Kelly's control, it's usually scheduled for the same day as your install, but theres no way of knowing exactly what time of day it'll happen.

From your line stats, the physical connection looks fine (great in fact), The speeds are something for Plusnet to sort out with Openreach. With it being half term I wouldn't be surprised if it's a result of high traffic.

In reply to a post by neils58:

Your Dial tone should come on shortly, when changing from LLU back to BT phone service they need to move the copper pair in the exchange. This is done by Openreach and outside of Kelly's control, it's usually scheduled for the same day as your install, but theres no way of knowing exactly what time of day it'll happen.

From your line stats, the physical connection looks fine (great in fact), The speeds are something for Plusnet to sort out with Openreach. With it being half term I wouldn't be surprised if it's a result of high traffic.

So wrong, do you work for Kelly's? The line wasn't recently migrated from LLU, those stats are from a while back. The issue is at layer 1, plusnet's network is absolutely fine.

He's also wrong in blaming Plusnet and half-term.

Ok, my mistake, I thought the line stats you posted were current. So you changed from Sky Fibre to some other ADSL2 service and now to Plusnet Fibre on the same line?

In reply to a post by neils58:

Ok, my mistake, I thought the line stats you posted were current. So you changed from Sky Fibre to some other ADSL2 service and now to Plusnet Fibre on the same line?

I've changed from Sky VDSL2 to Plusnet ADSL2+, stayed on that for around 6 months, and now I'm on Plusnet VDSL2. Yes the stats were from Sky VDSL2.

In reply to a post by MrSaffron:

With the no dialtone it is possible you are surviving on a single leg (i.e. one out of the two wires) suggesting the jumper job at the cabinet has a fault.

Sounds interesting, maybe this could be the problem?

So I had a call from the exchange, they've re-connected the phone, so I can ring out on the Landline, and receive calls. I'll quote what I've sent to Plusnet.

Received a call from exchanging notifying me that the line is now re-connected. I've tested the phone with my mobile, when the phone is rang from the mobile everything is fine it rings straight away, but when I ring out from the phone there's a 5 - 10 second wait with some unusual sound before the call is connected, the sound is in bursts of two, kind of like a gun.

I've connected up the HG612 to get the stats, here's a screenshot.

Probably worth Plusnet trying to get Openreach to restart the DLM training phase.

If the phone works at all, means you have both wires connected, but still could be an issue at the cabinet.

In reply to a post by MrSaffron:

Probably worth Plusnet trying to get Openreach to restart the DLM training phase.

If the phone works at all, means you have both wires connected, but still could be an issue at the cabinet.

Like I said outgoing calls don't start ring up until 5 - 10 seconds. That's not normal. Wouldn't the max attainable still show without a reset?

Have your speed improved at all?

Regarding the phone issue, I'm guessing that this happens to every number you dial?

In reply to a post by chrispurvey:

Have your speed improved at all?

Regarding the phone issue, I'm guessing that this happens to every number you dial?

Nope, no speed improvements. Yes, every number.

Plusnet have replied to my ticket with instructions, attached the phone to the test socket (no extensions are connected, as the landline isn't actually used), noticed when I pick up the phone the dial tone isn't solid, it's two different tones, kinda like sirens. Then when I entered the number it took about 15 seconds to actually connect the call (start ringing the number).

I decided I would go ahead and ask them to send an engineer to investigate, so I gave them a ring, and an engineer is coming tomorrow. If it's someone from Kelly's, which it probably won't be, there's probably a 99.999% chance that they'd make it somehow manage to make it worse.

On another note, I'm very happy with Plusnet's support, they're better then all the other ISP's I've had for support (Sky, BT, & TalkTalk), well actually AAISP is better, but that comes at a very high cost, so I'm pressed.

noticed when I pick up the phone the dial tone isn't solid, it's two different tones, kinda like sirens.

So a message has been left

Dial 1571 listen to the message(s) then press 3 to delete them, once all deleted, the dial tone should be 'normal'......

As for the delay, I think you'll find that normal with some handsets.

Why do you now want a data extension kit fitted, bearing in mind that you didn't have one when you used FTTC with Sky ?

It is odd that there should be such a marked difference between the two VDSL services down the same pair. I suspect that it's either the DSLAM port, or what your friendly Kelly's guys did.

In reply to a post by Zarjaz:

Dial 1571 listen to the message(s)

As long you are paying £1.75 pm for the priviledge!

The guy from Plusnet said that on the phone, he wanted me to wait until the voice mail was removed to send an engineer, my fault, never listened. Probably going to get a bill now. When I ring 1571 it just says the last number that called, no mention of voice mail, he has apparently ordered it to be removed from the line though.

The Ethernet that I use is a mess now, new one would be nice.

When I had Sky fibre after around 6 months my speed went from full 80/20 to, downstream just over 46000 and upstream at 9995, very similar to what I get now. That was fixed by a lift and shift I believe.

So looks like an engineer is going to come and say there's no problem with the phone side of things and will refuse to do anything VDSL2-wise, then I'm going to have to get Plusnet to send a guy out specifically for the VDSL2 issue.

Another thing, when I rang Plusnet on the landline I just heard two bursts of noise for each button I pressed so it wouldn't let me get through and had to use my mobile. Faulty handset I guess, great!

Edited by deleted (Mon 24-Feb-14 20:25:15)

When I ring 1571 it just says the last number that called, no mention of voice mail, he has apparently ordered it to be removed from the line though.

Is it on divert maybe ? Try dialling hash 21 hash ?

In reply to a post by Zarjaz:

When I ring 1571 it just says the last number that called, no mention of voice mail, he has apparently ordered it to be removed from the line though.

Is it on divert maybe ? Try dialling hash 21 hash ?

I don't know, never knew the voice mail was included. When I dial #21# it says "Sorry. The service you requested is not available on this line.".

Calling features guide http://bt.custhelp.com/app/answers/detail/a_id/13703...

When I dial #21# it says "Sorry. The service you requested is not available on this line.".

Well it ain't that then !

Sirens? High screech noises? Sounds more like a modem trying to dial you to me.

Having nothing connected to extensions is irrelevant. It's the existence of the extension wiring that is the potential issue.

I forget if it's been asked - have you got a Sky box? Or a burglar alarm connected to the phone line?

In reply to a post by Zarjaz:

When I dial #21# it says "Sorry. The service you requested is not available on this line.".

Well it ain't that then !

Noticed an email that says it was knocked off around 30 mins before I checked.

In reply to a post by RobertoS:

Sirens? High screech noises? Sounds more like a modem trying to dial you to me.

Having nothing connected to extensions is irrelevant. It's the existence of the extension wiring that is the potential issue.

I forget if it's been asked - have you got a Sky box? Or a burglar alarm connected to the phone line?

Well there has been some random crackling, the sky boxes aren't connected, and no burglar alarms. I meant that the extensions are supposedly not wired up because I asked for them to be disconnected many years ago when Openreach was here because I had no need for them and heard they can cause problems.

Sent you a PM, Chris.

Edited by deleted (Thu 27-Feb-14 13:34:21)

Phone engineer came, nice guy, just need to get a-hold of a broadband engineer now, phone engineer recommended a "broadband boost engineer", can they request a lift and shift?

Edited by deleted (Thu 27-Feb-14 13:34:07)

I've got your PM (Chris Purvey is off this week) so I'll pass the fault on to one of the team to take a look at.

Hi gmk,

I'm just looking into this now, I'll reply back to ticket 81859506 ASAP.

In reply to a post by BatBoy:

Calling features guide http://bt.custhelp.com/app/answers/detail/a_id/13703...

And if you wanted all those features you will be paying a King's ransom. Of course switching to VoIP and they are all free.

In reply to a post by thatadamwalker:

Hi gmk,

I'm just looking into this now, I'll reply back to ticket 81859506 ASAP.

Many thanks. I've had a look at this page: http://community.plus.net/library/broadband/broadban...

If the disconnections in your RADIUS log are PPPoE sessions then that'll be me. Because of a quite large deviation in latency between the Plusnet gateways, i.e., I game online, so I restart the PPPoE connection (not the modem, totally done on the router) until the latency is around 12ms.

It's a speed fault, it's mentioned on that page.

I ran the BTW Performance Test, here's the result: http://i.imgur.com/25DFi0b.png

Edited by deleted (Thu 27-Feb-14 15:52:53)