ADSL24 - New FTTC products including 80/20 service

Dear All,

We are pleased to announce the pricing for our 80/20Mb packages to be launched shortly, as well as some special offers on the setup fee, and a change to the unlimited off-peak hours.

Most packages will be changing apart from the two lower end packages with the 15GB and 30GB allowances.

We have increased the usage allowance and reduced the price on the new packages to be as competitive as possible. There is no reduction possible on the two low end products as there is simply no margin to play with, but we will continue to support these for the foreseeable future.

40Mb down / 2Mb up
15GB £19.90 (unchanged)
30GB £25.90 (unchanged)

40Mb down / 10Mb up
15GB £21.90 (unchanged)
30GB £27.90 (unchanged)

80Mb down / 20Mb up
30GB £29.90 (new)
50GB £34.90 (new)
100GB £39.90 (new)
250GB £47.90 (new)
500GB £65.90 (new)

Previous pricing:

40Mb down / 2Mb up
15GB £19.90 (same)
30GB £25.90 (same)
60GB £37.90 (go for new 50GB package for £3 saving or get 100GB for just £2 extra plus 80/20 speeds)
90GB £47.90 (go for new 100GB package for £8 saving or get 250GB for same price, plus 80/20 speeds)

40Mb down / 10Mb up
15GB £21.90 (same)
30GB £27.90 (same)
60GB £39.90 (go for new 50GB package for £5 saving or get 100GB for same price plus 80/20 speeds)
90GB £49.90 (go for new 100GB package for £10 saving or get 250GB for £2 saving, plus 80/20 speeds)

One thing to note is that on all our FTTC packages we provide completely unlimited off-peak usage. Off-peak is currently midnight-8am weekdays and all weekend, but on the new packages we will be changing the off-peak start time to 8pm instead of midnight, to provide an extra 4 hours unlimited usage per day.

Secondly we will be running a fantastic offer on the setup fee until 31st July, offering new FTTC activations at just £36 instead of the current £99 installation fee. If you are already on FTTC with another supplier it's just £24 to switch to us, so even cheaper!

We expect to launch this late next week when everything returns back to normal after the bank holiday break, so we are planning for a full scale launch date of Monday 11th June for orders being accepted.

Thanks,

James

Any questions? I'm all ears

What are the terms for upgrading, do we need to give 30 day's notice before the package change takes effect or is it a simple overnight upgrade?

Thanks for the updates, glad to see it's finally here!

No 30 days notice required, just 1 working day to upgrade (happens overnight)

Thanks for reply, great news then.

new packs are certainly worth the money given the service is totally unshapped and whatnot - would there be any plans to introduce a 1Tb package at some stage?

Thanks

Not just yet, at present we are only offering a 90GB package so we are now going to 500GB, so that's already a big improvement! Plus there is all the unlimited off-peak so that can be used for a lot of usage that's not counted.

Those packages look attractive...

I've had a quick rootle around your website, but can't find any mention of IPv6 capability. What's your state of play on that?

Hi James,

On the unchanged packages are the off peak times remaining the same or are they changing to the 8pm start also?

we provide completely unlimited off-peak usage. Off-peak is currently midnight-8am weekdays and all weekend, but on the new packages we will be changing the off-peak start time to 8pm instead of midnight

That activation discount to £36 has got my attention. I've been with ADSL24 for broadband for 2 years this month and they've been perfect. Only problem is that being 6km from my exchange I only get about 1.75Mbps! But the cost of going from £20 C&W LLU unlimited to nearly £30 with just a 30GB download limit has put me off. I've even been tempted by BT Infinity!!!!

Questions:-

I'd be happy with 40/10 speeds but is the new 8pm-8am unmetered time only for the 80/20 services?
If I want more than 30GB a month does that mean I have to go 80/20?
Can I change products on the fly if I find that say 30GB is not enough and I want to change to 50GB or 100GB?
Can I use my Netgear DG834GT with DGteam firmware? This has the option for PPPoE but I was previously told it wouldn't work with a FTTC modem?
Still a 12 month contract?

Thanks!

Since I am already on the trial what do I need to do to change to the new package of Pro 30GB from the old Pro 30GB?

Brilliant idea to change also to off peak from 8am - 8pm I was thinking of switching to another ISP but now will stay with ADSL24.

Regards

Steve

Edited by stevepressman (Sat 02-Jun-12 14:05:09)

We've been working towards getting this done sooner rather than later but still not completed a full network wide test. As we're awaiting our wholesale provider to launch IPv6 we're in the same boat until they do so. We have another meeting with them soon so will raise the issue again

The good news is that we will be bringing the off-peak forward to 8PM on all packages (new and the two we are keeping)

The 8PM off-peak will be for 40/2, 40/10 and 80/20

Yes, we're not offering anything above 30GB on the old 40 speeds (there is only £2 difference in cost between 40/10 and 80/20 in any case) so not much difference.

Yes, we can upgrade and downgrade packages on a monthly basis.

No, you need a cable router with a WAN ethernet port. The DG834GT is ADSL only and has an RJ11 port so you can't use this. You could, however, unlock the Openreach modem, set it to routed PPP mode, so that handles the PPP connection, and then turn off DHCP. Then connect the modem to one of your Netgear LAN ports and use your Netgear for DHCP and WLAN.

Yes, still 12 month, we don't do 18 month contracts.

Also, although people tend to look at our usage caps and think they need more, do remember that you also get the unlimited off-peak usage, which actually adds up to more hours than peak hours!

So weekdays, usage is only counted between 8am and 8pm weekdays. So 8pm to 8am weekdays, and all weekend, so 8pm Friday to 8am Monday is unlimited. And, we don't cap, throttle or rate limit anything on the network, an never have.

James

Edited by deleted (Sat 02-Jun-12 17:28:22)

Once we've launched the 80/20 service we will provide an option in your My account to upgrade, and it will happen the next day normally

We'll of course be emailing you to let you know when you can upgrade, too.

In reply to a post by Adsl24:

We've been working towards getting this done sooner rather than later but still not completed a full network wide test. As we're awaiting our wholesale provider to launch IPv6 we're in the same boat until they do so. We have another meeting with them soon so will raise the issue again

Thanks James.

It wouldn't necessarily be a deal-breaker if I wanted to migrate, but I've sort of got used to having it...

I appreciate that. We can always put you on the trial as and when its available

In reply to a post by Adsl24:

The 8PM off-peak will be for 40/2, 40/10 and 80/20

Yes, we're not offering anything above 30GB on the old 40 speeds (there is only £2 difference in cost between 40/10 and 80/20 in any case) so not much difference.

Yes, we can upgrade and downgrade packages on a monthly basis.

No, you need a cable router with a WAN ethernet port. The DG834GT is ADSL only and has an RJ11 port so you can't use this. You could, however, unlock the Openreach modem, set it to routed PPP mode, so that handles the PPP connection, and then turn off DHCP. Then connect the modem to one of your Netgear LAN ports and use your Netgear for DHCP and WLAN.

Yes, still 12 month, we don't do 18 month contracts.

Also, although people tend to look at our usage caps and think they need more, do remember that you also get the unlimited off-peak usage, which actually adds up to more hours than peak hours!

So weekdays, usage is only counted between 8am and 8pm weekdays. So 8pm to 8am weekdays, and all weekend, so 8pm Friday to 8am Monday is unlimited. And, we don't cap, throttle or rate limit anything on the network, an never have.

James

Thanks James, I'd say with the above I've gone from a 50% chance of staying with ADLS24 for FTTC to probably 95%. The 2 main factors being the 8pm unmetered start time (so I can stream video to my TV in HD etc) without having to wait until after midnight) and the reduced activation fee.

I currently get through 30GB-60GB a month on my 1.5meg connection, but I think with a longer free period 30GB should do me fine.

Hi James,

Excellent news as I was considering moving in August to one of the unlimited ie Sky but as its now 8pm and I am not usually home until then I will definitely be staying

Paul

Great stuff

Is this tempting me to leave my completely unlimited, 80/20 connection with BT which costs me £26 (and had a zero setup cost) - I don't think it is

Each to their own, but we try our best. They can sell it cheap and stack-em high by offsetting the cost in other markets, we can't. Supporting smaller ISPs will generate more competition to BT in the long run, else only them will be left in the future so no choice!

In reply to a post by Squirrel:

Is this tempting me to leave my completely unlimited, 80/20 connection with BT which costs me £26 (and had a zero setup cost) - I don't think it is

I'd love to go with ADSL24 when FTTC is available in my area, but I'd need to pay around £50/m when Sky Fibre Pro is £30/m. No I'm not a BT Infinity fan

In reply to a post by Adsl24:

Each to their own, but we try our best. They can sell it cheap and stack-em high by offsetting the cost in other markets, we can't. Supporting smaller ISPs will generate more competition to BT in the long run, else only them will be left in the future so no choice!

While I do agree with you about supporting smaller ISPs, which is why I choose ADSL24, you got to also remember that many people are feeling the squeeze.

It looks like your new packages are just about more speed and to get people to change over to the higher speed you made them a better deal than the 40Mb/s.

Not every one want great speed, in fact I am considering changing over to a local company that does point to point broadband over wireless. 5megabits is £18, 10 is £29, there are faster speed, but it is pricey

TBH, 5 is faster than what I get now and i would save because I can get rid of my phone line.

Still deciding what to do, what stops me at the moment is that if I changed and decided in 12 months time that I wanted to go back to fibre/ADSL, it would cost more as I would have to have my phone line reinstated.

Sorry James, but the new prices are not what I thought they would be, I don't expect you to be as cheap as the big players, but i did expect a bit better.

Is the unlimited off peak 100% unrestricted, currently do around 2Tb a month with BT but the 30GB £29.90 would be perfect choice as only a couple quid more but no torrent restrictions with you.

I wouldn't download as much as 2TB however there is no restriction and full download speed on Torrents even at peak times

In reply to a post by zyborg47:

but the new prices are not what I thought they would be, I don't expect you to be as cheap as the big players, but i did expect a bit better.

We have massively reduced the pricing on the higher bandwidth packages to be highly competitive. There is just no margin on low bandwidth as its the wholesale FTTC rental charge that stops us going lower.

Let me put things in to perspective

The BT wholesale cost for the 40/20 service is £13 exc vat per month (to all isps - same price) - that's before any bandwidth and additional options. Then there is a small margin our suppliers have to add on for supplying us with 15GB usage and unlimited off-peak.

That all works out at around £15 exc vat (£18 inc vat) to us, wholesale cost. We sell this at £19.90 inc vat, so £1.90 profit per month, and after billing/staff/costs/fee's its more like than 50p - hardly a profit after all.

It's easy for customers to think we make the full amount we charge, £19.90, but it's not like that. 95% of that in most packages is pure supplier costs to provide the service, we are on minute margins.

So yes, if we want to run the company in to the ground, we can sell it cheaper, but that's not viable

Edited by deleted (Sun 03-Jun-12 20:38:46)

That's great news then! Looks like I'll migrate in then when it's launched.

Just wanted confirmation that offpeak really is, use as much as you want without problems

If you can persuade BT Openreach to hurry up and get cracking at MRARD, you've got me Vertu interested

Very generous considering how little they make per package. I'm sure the bargain basement providers would love to provide with with a service.

In reply to a post by Adsl24:

In reply to a post by zyborg47:

but the new prices are not what I thought they would be, I don't expect you to be as cheap as the big players, but i did expect a bit better.

We have massively reduced the pricing on the higher bandwidth packages to be highly competitive. There is just no margin on low bandwidth as its the Openreach rental charge that stops us going lower.

Let me put things in to perspective

The BT openreach cost for the 40/20 service is £13 exc vat per month (to all isps - same price) - that's before any bandwidth and additional options. Then there is a small margin our suppliers have to add on for supplying us with 15GB usage and unlimited off-peak.

That all works out at around £15 exc vat (£18 inc vat) to us, wholesale cost. We sell this at £19.90 inc vat, so £1.90 profit per month, and after billing/staff/costs/fee's its more like than 50p - hardly a profit after all.

It's easy for customers to think we make the full amount we charge, £19.90, but it's not like that. 95% of that in most packages is pure supplier costs to provide the service, we are on minute margins.

So yes, if we want to run the company in to the ground, we can sell it cheaper, but that's not viable

i understand what you mean, I sometimes wonder why smaller ISps bother if the margins are that tight.


A 80Mb connection will be a waste of time here as once again i am too far away from the cabinets to get any advantage out of it According to Bt we would get 45.5Mb/s, sure I know that is only a estimate as fibre is not even here yet, but once again this street seems to have been given the short straw by bloated Toad.

i know that is not your fault, but it annoys me when ISps keep saying about this super high speed when we can't get it.

Paying for 80Mb/s is a waste of time and to be honest I don't want that sort of speed.


As I see it i got two choices, stay as I am or go for wireless broadband.

In reply to a post by Zadeks:

Very generous considering how little they make per package. I'm sure the bargain basement providers would love to provide with with a service.

Sadly some people have to look at other priorities and while it is a shame that smaller ISPs don't make a huge profit, some people have to look at saving money.

some of the what you call Bargain basement providers, do provide a pretty good service as long as nothing goes wrong.

this is the problem, I like to support the smaller companies, not just in broadband but other services as well, but the price of living is going up more than ever now and it is not getting any easier.

so what do I do, stay with ADSL24, which give great customer service, but as yet I only required it once since I been with them or go to a cheaper service where customer service is naff but hope I never need them?

Loyalty means nothing these days, you got to go with what suits you.
Saying that I would not go back to BT and I still would not touch Talk Talk with a barge pole.

but this wireless service that is around here looks pretty good, the only problem is that it is a £100 connection fee and i still need to get a router. Saying that if I went to fibre with ADSL24, I would still need to buy a router.

I am in one of those deciding what to do moods again like i was when I came back to ADSL24 just about 12 months ago.


I need a bit more speed, as I get 4 megabit if I am lucky, but I don't need 40megabits.

Correct me if I am wrong but from what I can make of the Openreach price list, FTTC GEA circuits rent from £6.90 to £9.95 exc vat per month.

Sorry, I meant BT wholesale pricing which ISP's go through to get the GEA service.

See https://www.btwholesale.com/shared/document/Pricing_... - specifically:

Per End User Charges (FTTC)
Connection See special offer F . £80.00
CP Migration (FTTC to FTTC) £50.00
Product Migration from IPstream, Datastream or WBC (ADSL, ADSL 2+) £80.00
Standard EU Rental (FTTC 40Mbps Downstream, 2Mbps Upstream) £13.00
Standard EU Rental (FTTC 40Mbps Downstream, 10Mbps Upstream) £14.00
Standard EU Rental (FTTC 80Mbps Downstream, 20Mbps Upstream) £16.00

Edited by deleted (Sun 03-Jun-12 20:38:02)

Hi James,

can you confirm off peak usage is 100% unlimited.

Currenlty use around 2Tb with BT but as you don't traffic shape it's the better option.

Thanks

Yes, it's unlimited. 2TB is a lot though... by rights your bandwidth cost should be several hundreds of pounds

Edited by deleted (Sun 03-Jun-12 21:01:25)

In reply to a post by Adsl24:

Yes, it's unlimited. 2TB is a lot though... by rights your bandwidth cost should be several hundreds of pounds

PMFJI, but aren't those costs from BT wholesale flat rate?
DrT

The rental cost for the service is a flat rate, but more bandwidth = more cost.

That's great news then!

That's why I only choose unlimited providers, and at least your upfront and honest in unlimited meaning unlimited and not "unlimited" with usage caps.

Look forward to migrating when the packs are launched.

It's nice to see some movement. I'm looking forward to upgrading my bonded FTTC to 160/40

In reply to a post by Anonymous:

That's why I only choose unlimited providers, and at least your upfront and honest in unlimited meaning unlimited and not "unlimited" with usage caps.

Do remember though, that if it's felt that any customer's activities are so excessive that other members are detrimentally affected, ADSL24 Internet Ltd may give the customer generating the excessive web traffic a written warning (by email or otherwise). In extreme circumstances, should the levels of activity not immediately decrease after the warning, ADSL24 Internet Ltd may terminate that customer's services.

Although we've never written to any customer for usage being too high, ever

In reply to a post by Adsl24:

Although we've never written to any customer for usage being too high, ever

That's good, you might as well remove the FUP then.

In reply to a post by Anonymous:

Hi James,

can you confirm off peak usage is 100% unlimited.

Currenlty use around 2Tb with BT but as you don't traffic shape it's the better option.

Thanks

2TB, where on earth do you store it?

that is over the top

12TB of local storage, and few more TB's at remote locations.

If the connection is truly unlimited then the actual usage doesn't matter

But remember usage has to go round, you cant have it all hence why we have the fup to protect the network

Same old argument then, it's not unlimited. I used to think smaller providers like yourselves favoured hard caps rather than the more dubious "unlimited with fup" that the big boys employ.

In reply to a post by Oliver341:

Same old argument then, it's not unlimited. I used to think smaller providers like yourselves favoured hard caps rather than the more dubious "unlimited with fup" that the big boys employ.

There is unlimited and there is unlimited, 2Tb is a lot of data,, i download a fair bit and a mate of mine downloads a lot more as he is a gamer, but you can't expect any ISp to allow people to use 2TB of data per month unless you pay a huge amount for it.

In reply to a post by zyborg47:

There is unlimited and there is unlimited

Seriously.

In reply to a post by zyborg47:

but you can't expect any ISp to allow people to use 2TB of data per month unless you pay a huge amount for it.

BT do

Oh crud!

I just decided to roll back to unlimited LLU with you guys about 4 hours before this post was made! ( Our household used more than imagined when we signed up 12 months ago, and we had to pay through the nose for bandwidth top-ups each month.)

Anyways, any chance I can cancel my downgrade? The new bigger usage caps and longer off-peaks would fit the bill for us

So obviously as there is a FUP, what is the usage that you deem be break the FUP?

In reply to a post by zyborg47:

In reply to a post by Oliver341:

Same old argument then, it's not unlimited. I used to think smaller providers like yourselves favoured hard caps rather than the more dubious "unlimited with fup" that the big boys employ.

There is unlimited and there is unlimited, 2Tb is a lot of data,, i download a fair bit and a mate of mine downloads a lot more as he is a gamer, but you can't expect any ISp to allow people to use 2TB of data per month unless you pay a huge amount for it.

The poster appears to be directly asking James if 2Tb is acceptable and James hasn't said it isn't so that obviously means 2Tb is acceptable usage with ADSL24.

The word unlimited shouldn't be used if it isn't.

Although the new ASA Guidelines go a bit to help us users who buy unlimited packages that turn out be "unlimited hiding behind a FUP"

At least as ADSL24 advertise the service as being unlimited they can't charge extra or suspend the service.

Firsly, terminology like �unlimited� can now only be used if the customer incurs no additional charge or suspension of service as a consequence of exceeding a usage threshold associated with a Fair Usage Policy (FUP), Traffic Management or similar policy. The ASA also expects any limitations that affect the speed or usage of a service to be moderate and clearly explained in any advertisements.

In reply to a post by BatBoy:

In reply to a post by zyborg47:

but you can't expect any ISp to allow people to use 2TB of data per month unless you pay a huge amount for it.

BT do

But they also use traffic management badly. when I was with Bt, their traffic management system was awful, even normal browsing would be managed, that is why I dropped them.

if they allow people to go to 2Tb of data, then I am shocked, but maybe they got enough customers who pay Bt prices and use hardly anything.


If BT allows this then best to stay with Bt,

In reply to a post by Anonymous:

The poster appears to be directly asking James if 2Tb is acceptable and James hasn't said it isn't so that obviously means 2Tb is acceptable usage with ADSL24.

Umm, seems to be,

In reply to a post by zyborg47:

But they also use traffic management badly.

No they don't.

It depends how far the order has progressed. Pm me your number

There is no maximum limit in the fup.

As ive mentioned its unlimited and weve never had to contact anyone in the past.

I was just pointing out 2TB is very high usage, not that I have a problem with it.

In reply to a post by prichards:

At least as ADSL24 advertise the service as being unlimited they can't charge extra or suspend the service.

Firsly, terminology like �unlimited� can now only be used if the customer incurs no additional charge or suspension of service as a consequence of exceeding a usage threshold associated with a Fair Usage Policy (FUP), Traffic Management or similar policy. The ASA also expects any limitations that affect the speed or usage of a service to be moderate and clearly explained in any advertisements.

Interesting. Essentially that means that the section of ADSL24's FUP threatening service termination is unenforceable.

In reply to a post by orly:

In reply to a post by zyborg47:

But they also use traffic management badly.

No they don't.

Yes they do, I was with Bt for over 18 months and their traffic management was awful, there was times when I could not even use BBC iplayer, because of their system.

Things are likely to have changed though.

So they might have managed traffic badly in the past, but orly seems to indicate that they don't now.

Also, you are likely comparing an ADSL1/2+ service against FTTx.

Matt

Edited by uno (Mon 04-Jun-12 21:27:08)

Been with BT for over 7 years. Never had any of these issues.

iplayer throttled? LOL.

He's a BT fanboi and likes to troll threads belonging to superior ISPs. Ignore him.

In reply to a post by Zadeks:

He's a BT fanboi and likes to troll threads belonging to superior ISPs. Ignore him.

By superior you mean you pay more for less? Yes BT C/S is pants but the FTTC service itself is fine. I'm no BT fan either I ditched them entirely for Bulldog until Tiscali took them over.

Given the price and the fact that it is unlimited ( yes P2P is managed but since I don't use it I don't care) Infinity is hard to beat.

In reply to a post by TheHorseman:

Given the price and the fact that it is unlimited ( yes P2P is managed but since I don't use it I don't care) Infinity is hard to beat.

One should act on principle on occasion rather than just be concerned with one's self.

In reply to a post by orly:

Been with BT for over 7 years. Never had any of these issues.

iplayer throttled? LOL.

Strange then that as soon as I went to ADSL24 that I could use Iplayer and other online video services.

The other problem with Bt is their profiling, I was lucky to get 1.5 megabits once Bt so called modernised the exchange, their profiling system said I was too far away from the exchange. almost 3 megabits sync with ADSl24 and with a bit of mucking around I added another megabit, because unlike BT, the cable and wireless network got no line management.


One of the reason I not that bothered about going onto Fibre, because it is still Bt equipment and they still use their dreaded profiling system.

In reply to a post by TheHorseman:

In reply to a post by Zadeks:

He's a BT fanboi and likes to troll threads belonging to superior ISPs. Ignore him.

By superior you mean you pay more for less? Yes BT C/S is pants but the FTTC service itself is fine. I'm no BT fan either I ditched them entirely for Bulldog until Tiscali took them over.

Given the price and the fact that it is unlimited ( yes P2P is managed but since I don't use it I don't care) Infinity is hard to beat.

Anyone would think that we are the only country that got fibre, we are way behind other countries and our fibre service is still naff compared to others.

In reply to a post by uno:

Things are likely to have changed though.

So they might have managed traffic badly in the past, but orly seems to indicate that they don't now.

Also, you are likely comparing an ADSL1/2+ service against FTTx.

Matt

NT don't change, they still a useless corporation.

it don't matter how fast fibre is, if Bt slows things down then what is the point?

Upgrade sounds good and I may even go from the 60 gb to 250 gb but does upgrading mean committing to a new 12 month contract.

In reply to a post by zyborg47:

One of the reason I not that bothered about going onto Fibre, because it is still Bt equipment and they still use their dreaded profiling system.

I went LLU to get away from the BT system of profiling when I had ADSL. The system just did not work and it had big steps between the profiles.

FTTC is a different kettle of fish as the profiling actually works and is very fast and has a very fine granularity.

In reply to a post by DrTeeth:

the profiling actually works and is very fast and has a very fine granularity.

I'd agree with that, but I still can't see any point to it except to reduce the backhaul requirements

In reply to a post by billford:

I'd agree with that, but I still can't see any point to it except to reduce the backhaul requirements

Agreed. And it's not just BT either, Sky's profiling system often robs customers of their line's full potential.

In reply to a post by zyborg47:

Anyone would think that we are the only country that got fibre, we are way behind other countries and our fibre service is still naff compared to others.

We are actually not doing too badly, for instance look here for what Verizon charge in the US for FTTP, it is significantly more than BTs FTTP price.

Hi James.

I've been out of the broadband arena for a little while - I've been on C&W LLU with you guys for years with hardly any problems.

I have a few questions:

1) Is there anyway to have FTTC without an active telephone line? I'm really trying to get rid of the ~£11 line rental as I never ever use it for anything other than the internet.

2) There is a possibility that I will be moving house within the next 12 months. What would happen if this is the case?

Thanks,

Alex

Hi Alex,

1) No, because the FTTC service still uses your copper line for voice, and for the connection to the FTTC cabinet, so line rental still required. This is a BT/Openreach thing, we would love to offer broadband without a line rental but they force it.

2) With FTTC they don't allow you to transfer the contract so its tied to the address you sign up with, so just be aware that the contract will still continue until the end of the 12 month minimum term.

Thanks!

Thanks for a very quick reply - you seem to have the very same attitude as you did years back!! (:

Is there any restriction on lowering the package? I'm sure you can see where I'm going here. If I did move house, could I change to the lowest package and pay the rest of the contract off in full? Can I do this at any time throughout the contract?

Thanks,

Alex

Yes, we can change you to the lowest package so its as cheap as possible. This is what we do by default for anyone moving house

Hi James,

do we have to wait until Monday to upgrade?

Thanks

Yes, because the products are not built on our portal.

James

James, as I'm already with ADSL24 for, well ADSL!... is there a way to change to FTTC through my account? The reason I ask is when I put my telephone number into your website it says "Your line currently has an existing live LLU broadband service. To migrate to us, you will need to ask your current provider for a MAC".

Doubt it'll be a problem but was curious so thought I'd ask.

Also, I've just paid my monthly invoice for up to 2nd July. If I order one of the new FTTC packages on monday, I'd hope it'd be up and running during the week of 18-22 June. How would the billing work for that - would I pay a full month from the start date and receive a refund for the un-used ADSL?

Thanks.

Yes, you just raise a ticket to us via the My account page with which package you wish to go for! You don't need to go through the sign up process again

But, wait until we launch the new packages as you will benefit from the cheaper setup fee then.

You would pay the pro-rata difference between the current and new package, so it would all work out to be correct for whatever package you decide to go for

We will be emailing all customers regarding the new 80/20 stuff later today

James

In reply to a post by Adsl24:

Yes, you just raise a ticket to us via the My account page with which package you wish to go for! You don't need to go through the sign up process again

We will be emailing all customers regarding the new 80/20 stuff later today

James

Thanks!

Anyone get the email yesterday?

No, but everyone will in a few minutes

Thanks James

Just received the email.

James i've PM'd you, so i can get my bonded connection upgraded.

Cheers

Is the £15 upgrade fee true?

Seems a bit steep since no other providers charged a fee.

In reply to a post by Anonymous:

Is the £15 upgrade fee true?

Seems a bit steep since no other providers charged a fee.

Yes, you pay a one of £15 upgrade fee. But then again, is any other provider allowing you to keep you current contract and not tie you into another 12 months? ADSL24 aren't.

Edited by deleted (Sat 09-Jun-12 16:22:39)

If we're already on the 80/20 service do we have to pay the uprade fee?

Thank you

James, I have followed the upgrade procedure and paid the £15 upgrade fee. It's great I don't need to start a new contract.

Could you confirm a couple of thing please?

1. Can you confirm that my current static IP address will not change with the upgrade?
2. What s the best practice for the night the upgrade occurs in terms of resetting/rebooting the modem and/or router? It is important that my connection is not down for a prolonged period of time so I would like to do any reboots as soon after the upgrade has occurred as possible.
3. I pay by DD, will this just get amended automatically to the new monthly rate?
4. In the (hopefully) unlikely event that the upgrade proves unstable on my line, is it easy to revert back to the 40/10 package?

Many thanks.
David

No, if you are on 80/20 already

1 Yes, this is just a package change so IP is unaffected.
2 Nothing special, just leave the modem on as normal and the system will just reprofile the line overnight and you will immediately see the benefit
3 Correct
4 Yes, but it's unlikely to cause a problem, and if it did, we have options to stabilise the line by increasing the SNR to give you the best of both.

Thanks

Fantastic, thanks James.

Also,thanks for the change in off-peak hours, that will make a big difference for me.

David

In reply to a post by Oliver341:

In reply to a post by prichards:

At least as ADSL24 advertise the service as being unlimited they can't charge extra or suspend the service.

Firsly, terminology like �unlimited� can now only be used if the customer incurs no additional charge or suspension of service as a consequence of exceeding a usage threshold associated with a Fair Usage Policy (FUP), Traffic Management or similar policy. The ASA also expects any limitations that affect the speed or usage of a service to be moderate and clearly explained in any advertisements.

Interesting. Essentially that means that the section of ADSL24's FUP threatening service termination is unenforceable.

ADSL24 have updated their FUP terms,

What about excessive network usage?
If it's felt that any customer's activities are so excessive that other members are detrimentally affected, ADSL24 Internet Ltd may give the customer generating the excessive web traffic a written warning (by email or otherwise). In extreme circumstances, should the levels of activity not immediately decrease after the warning, ADSL24 Internet Ltd may terminate that customer's services.
What happens if the Policy is breached?
If any customer's use of these services constitute a breach of this Policy, ADSL24 Internet Ltd may, at its option and discretion, either give the customer notice to stop the unacceptable use(s) or terminate that member's services (with or without notice as ADSL24 Internet Ltd considers appropriate).

http://adsl24.co.uk/terms/

Although worth noting as ADSL24 still use the word umlimited, customers can't be cut off for using too much of the "unlimited"* service.

*as clearly they do have a limit, although we've established 2TB monthly is acceptable

Our FUP has not been updated since a few years ago! What it says on the website today is the same as before...

Hi James,

Is the ordering now live? If I order today, how long until the profile gets changed - is it the normal order today and get new speed over night?

Thanks very much

Hi

You can order now and it should be within 24-48hrs, but definitely this week to be safe. The only issue is that we've already got several hundred upgrade requests from yesterday to process so we're powering through them now (they all require manual order placement in BT's eco system)

James

In reply to a post by Anonymous:

If we're already on the 80/20 service do we have to pay the uprade fee?

Thank you

In reply to a post by Adsl24:

No, if you are on 80/20 already

To confirm, i'm still on the 80/20 'trial' from march, do i need to pay the £15 upgrade fee if i were to upgrade to the new 80/20 service?

Thanks.

If you are on the trial then no upgrade fee as you are already on 80/20. If an invoice is raised just let us know via the ticket system and we'll cancel it off

James

In reply to a post by Adsl24:

If you are on the trial then no upgrade fee as you are already on 80/20. If an invoice is raised just let us know via the ticket system and we'll cancel it off

James

Ah i see, yes i have already had an invoice which i have paid. I'll raise a ticket now.

Thanks James.

Ticket submitted.

hi james i have raised a couple question via your site any chance of a read & reply ?

ticket : 30120

Already have

My ticket has just been updated by James, I have now just been refunded!

Now thats service for you. This is precisely why i chose ADSL24 over BT.

This has now been refunded as promised

Just beat you by 4 seconds!

Thanks again James.

just sent youa reply

If you were with BT or any of the other ISP's you wouldn't of had an "upgrade fee" in the first place.

We are a small reseller and can't absorb fees like someone as big as BT. Ultimately we made the decision to just charge a small fee rather than forcing the customer in to a brand new 12 month contract. The feedback we've received to date has confirmed this was the right choice.

Each to their own

No just a new contract instead.... Which considering its possible i will be moving in the not to distant future that is a bad thing.

Yes but you'd have certainly have had to renew your contract for a further 18 months, no question.

Maybe there should have been an option, agree to new 12 months or pay the fee.

If someone has just recently joined, the contract restart wouldn't bother them - but paying another charge after either an install fee or migration might seem a bit too much.

Doesn't ADSL24 qualify for the special offers that Openreach have for the new 80/20 service?

Hi James,

Has anyone gone live with the new speeds yet? And does the order tracking update as a normal order or just stay at "In Progress (Request Sent To Supplier)" and then change to completed when done?

Thanks

Yes, some have gone live, it's just a manual process to upgrade the service so the provisioning guys are working the best they can to process several hundred of them. Each one takes a good 10 minutes to do as there are various tasks involved to modify, update the product, check usage, sort out billing etc, so it will be done as soon as possible

Thanks for the quick reply,

So the new usage also starts the same day as the profile change?
That's great news, as I remeber in past having to wait til the 1st for the usgae to change.

Keep tabs on the package shown in your My account page. So as soon as the package is the new one, you will be on the new profile and usage

In reply to a post by Adsl24:

Keep tabs on the package shown in your My account page. So as soon as the package is the new one, you will be on the new profile and usage

I have gone live on 80/20 - no speed benefit to me sadly, but 5GB extra peak and £5 less per month is why I upgraded.

My usage page has lost the daily allowance used figures and some excess usage I purchased is not showing (Paul said that it showed on your systems but it does not on my account pages).

Regards

DrT

What was your previous speed? Did the BT check tell you, you could expect any speed increase?

Check now, this should be fixed

Are the orders being processed in the order they were received?

I ordered on Saturday, email confirming upgrade came through Monday morning but still no change in speed or account.

Thanks

Yes, they are in order but we are just ploughing through. We're getting there

James

Hi James,

I seem to be in the same boat.

I've had the first of my bonded lines complete the order process, but no speed increase.

The 2nd line seems to be stuck at the Sent to supplier stage since Monday.

I've raised a ticket for the issue, 30129

Cheers

Same here,

Got email on Monday saying it would be done within 24-48hrs but change didn't take place, then just got sent another email 10mins ago saying the same thing so looks like another 48hr wait.

My order status also just says "Sent to supplier" and hasn't changed since Monday.

Ordered mine on Saturday got the email Monday and was activated just after midnight today.

Thanks for that,

Will give it til tomorrow then, ordered as soon as the email was sent on Saturday and as Jame said they were doing it in order they were received I would have thought I'd be active by now.

Acount package hasn't changed either.

In reply to a post by tuff:

What was your previous speed? Did the BT check tell you, you could expect any speed increase?

I was lucky enough to be on the trial so I knew I would not get much extra. My previous speeds maxed out my 40/10 connection. Annoyingly, my sync started at 57MB and dropped as the DLM kicked in.

DrT

In reply to a post by Adsl24:

Check now, this should be fixed

'Tis all fine now. Thanks.

In reply to a post by kevinrduke:

Ordered mine on Saturday got the email Monday and was activated just after midnight today.

Me too.

Though as i was on the trial nothing really has changed, bar my peak/off peak times.

James. I'm really disappointed to be honest. I don't want to leave my details, but here is my ADSL24 Ticket number 30173

I had an Email on the 9th June, this provided details of your 80/20 service, placed the order and upgrade went through:

Dear xxx,

We are pleased to advise you that your service has now been upgraded to the 80/20 Fibre service.

The completion date of this upgrade was 13th Jun 2012.

The time of this update was 13th Jun 2012 12:37.

Prior to this is was on Fibre 40

I have had nothing but problems - 3 days loss of service - on Friday service finally resumed but it is very very slow - yesterday, I had 8 Meg all day!! today around 17 Meg. I am going around and around chasing you guys . Today, I was told that NO tests are being carried out yet Friday evening I was told BT was undertaking diagnostics. Was also told that although my account shows up as Fibre Ultra there is a possibility that this hasn't gone through your end so of course BT would not reconise this as a faulty. The only solution so far "book an appointment with BT' and run the risk of a £100 charge. Can you please take a look and get somebody more senior to call me?

Hi

This is certainly an isolated issue as we've upgraded hundreds to 80/20 already and not had anything like this. Looking at the ticket it definitely sounds like a potential line fault that could only be identified once the line is unlocked to run at it's maximum potential.

The engineer appointment is the only way forward I'm afraid, as BT have performed all their remote tests and with FTTC they have to send an engineer to perform an end-to-end test from the property and then cabinet.

It's been a bit catch 22 this one as we did arrange with yourself on Friday for an engineer to come out the next day (Saturday) but then you called back to say it was connected so naturally it was agreed to cancel the engineer to avoid any chance of them making a charge - so we are trying to do our best and be helpful

Unfortunately as the engineer visit was cancelled on Friday BT haven't looked at the fault over the weekend as they don't work on faults during this time so we will need to pick this back up tomorrow for you. We are bound by their working hours I'm afraid.

We will get it sorted, but apologies for the problems. We shall continue this via the ticket you have open to progress things.

James

Hi - this morning I was told I would be called back ref the BT Visit... I can't get hold of anyone now

Seems like they have more important issues on their hands, can't login in via website and on one try getting a warning regarding the certificate soure.

that's me "Live" with 80/20

after a wee visit from OR engineer,he checked my internal wiring and had to rewire my line connection to back of nt5 backplate..................seems the "army type" had bodged the istallation ho hummm

Max. DSLAM throughput kbit/s 22400 6000
Min. DSLAM throughput kbit/s 11200 3000
Attainable throughput kbit/s 31728 7305
Current throughput kbit/s 22400 6000

Latency 8 ms 0 ms
Bitswap on on
Impulse Noise Protection 3.0 0.0

Signal-to-noise ratio dB 12 15
Line attenuation dB 20 -
Carrier record A43 A43
Profile 17a

this is on my Fritz!box 7390,connected sans BT OR modem..................should give the line some time to settle down............

dennis

In reply to a post by Anonymous:

James. I'm really disappointed to be honest. I don't want to leave my details, but here is my ADSL24 Ticket number 30173

I had an Email on the 9th June, this provided details of your 80/20 service, placed the order and upgrade went through:

Dear xxx,

We are pleased to advise you that your service has now been upgraded to the 80/20 Fibre service.

The completion date of this upgrade was 13th Jun 2012.

The time of this update was 13th Jun 2012 12:37.

Prior to this is was on Fibre 40

I have had nothing but problems - 3 days loss of service - on Friday service finally resumed but it is very very slow - yesterday, I had 8 Meg all day!! today around 17 Meg. I am going around and around chasing you guys . Today, I was told that NO tests are being carried out yet Friday evening I was told BT was undertaking diagnostics. Was also told that although my account shows up as Fibre Ultra there is a possibility that this hasn't gone through your end so of course BT would not recognise this as a faulty. The only solution so far "book an appointment with BT' and run the risk of a £100 charge. Can you please take a look and get somebody more senior to call me?

For anyone interested this is still dragging on - ADSL24 was never able to get me connected to Fibre 80. I've no idea why, as I never had an explanation and was just told that it was proberly best to put me back to what I had prior to the 'upgrade' (as I couldn't even establish a connection). For the last 4 days I'm back on Fibre 40 and now have service but with appallingly slow speeds usually 5-7 Meg sometime I might 'get lucky" and hit 13 Meg. Nut hey I'm 'small fry' and like the previous poster said 'they have better things to do" go figure.

That's very poor service from ADSL24 - obviosuly if you could get no sync with 80/20 but can with 40/10 something is wrong with the port config.

They should of sent a fault to Openreach to get them to look at it.

How can one tell one 'Anonymous' from another?

DrT