Hi Baz

Please drop myself or DanComs a PM with your ticket numbers arnd query and we'll take a closer look for you.

Thanks,
Paul

Hi Tony

Trials are all well and good to test however when completing a realm swing there are many more considerations.
Thanks for your patience whilst we get myaccount up to speed through the migrations.
I'll get some further info from the team on the useage stat issue reported last night and report back.

Thanks,
Paul

Hi RobertoS,

it's download allowance,not webspace! which is showing correct on my coms account,with the 10GB thing,if it's not download allowance then i'm not sure what it is,it was the same with ADSL24.

Edited by deleted (Wed 12-Feb-14 19:29:42)

In reply to a post by PaulComs:

Hi Tony

Trials are all well and good to test however when completing a realm swing there are many more considerations.
Thanks for your patience whilst we get myaccount up to speed through the migrations.
I'll get some further info from the team on the useage stat issue reported last night and report back.

Thanks,
Paul

Hi Paul.

I understand that it's not a trivial exercise, and there are umpteen different configurations - but I'm still of the opinion that migrating a small, carefully selected set of users before the main migration would have helped identify issues and reduce the number of issues for the bulk migration. Perhaps that did happen, but it doesn't sound like it from your post. Perhaps it just simply wasn't possible (though I don't understand why not).

For example, simple things like the control panel link not being there on the new coms myaccount page - and when I raised a ticket the response I got gave me the impression nobody knew what I was talking about and I was just fobbed off with changes at the weekend, etc. If it deliberately wasn't available - why not have a simple statement to say that on the main page?

Also, where do I find the network status? As noted above, the coms network status page directs you on to a non-existent twitter account. If it doesn't exist don't have a page for it. It gives a really poor impression.

And one more point - is there a planned date when myaccount will be fully operational? If so, are you allowed to share it with us?

I appreciate that there will always problems when migrating a large group of users (though I didn't think adsl24 had such a big user-base) - but this seems to be harder work than it should be.

It's good that you're still talking to us here though!

Tony.

In reply to a post by RS2OOO:

A Web search has landed me on this thread so first of all apologies to the OP for hijacking but I'm equally disappointed with Coms service thus far since taking over my ADSL24 account.

Firstly, ADSL24's service was always outstanding. Unfortunately I was right to be suspicious when Coms came onto the scene.

My internet has been down since Monday, I've opened a ticket through the old ADSL24 control panel but so far no resolution.

I've called customer support around 5 times in the last 3 days, the first time I was advised to wait a couple of hours and I should be back online....I knew straight away the girl just wanted me off the phone, and of course, nothing happened and the connection stayed down.

2nd time.... promised a call back, never received one.

3rd time.... as above.

4th time.... Got through to a guy called Emmanuel. Very helpful, tried his utmost to help. Told me I was using the wrong password, I told him I wasn't, he told me what my password should be, I tried it, it didn't work. He then tested my password from his end and couldn't believe it worked. He had no idea why my password is different to the one detailed on my accounts file.

Anyway, I explain the problem but he has to refer it to engineers so in the meantime I ask him to raise SNR margin to 15 as I have an old spare router with a strange ability to connect to the most unstable of lines.

Thankfully this worked and I've managed to get an intermittent connection, albeit with 500kbps download speeds and 003kbps upload speed.

Emmanuel then explains there's nothing else he can do other than refer the problem to engineers who'll be in touch within 24 hours.

24 hours later.... nothing.

So I call again today and get told it has to be referred and I should receive a call back in a couple of hours.

That was at 1pm. It's now 11pm and I've heard nothing.

It truly seems the days of good solid reliable and helpful service from ADSL24 have gone forever.

Such a shame that small companies work so hard to create a great reputation, get swallowed up by bigger companies who then undermine everything the company stood for.

Sorry all for the rant.

2 Weeks since this post and I've now got a connection back (1 day 13 hours ago).

Its taken 16 ticket messages
Approximately 10 phone calls

And if it wasn't for the involvement of Paul@coms on here, I don't think much would have happened at all. Although he did stop replying to my PM's around a Week ago.

Difficult to say whether the connection will now remain stable, as I don't think any actual engineering work has taken place on the line, just suddenly it started working and I think this is despite lots of settings being tweaked in the line options (rather than because of it).

As a sweetener they have offered me 2 Months free.... though I bet the direct debit just gets taken as normal!

Current speeds are approx 5.5Mbps downstream, 0.78Mbps upstream - not great, but usable.

Edited by deleted (Wed 12-Feb-14 13:27:38)

In reply to a post by RS2OOO:

And if it wasn't for the involvement of Paul@coms on here, I don't think much would have happened at all. Although he did stop replying to my PM's around a Week ago.

See this post.

In reply to a post by RobertoS:

In reply to a post by RS2OOO:

And if it wasn't for the involvement of Paul@coms on here, I don't think much would have happened at all. Although he did stop replying to my PM's around a Week ago.

See this post.
[/quote

Thanks RobertoS, that explains it!

Doesn't explain all the promised call backs I've never received from Coms though!

And being asked to try different router / plug into test socket / replace filter / change extension cable etc every time I call or complain via ticket! Its as if nobody logs your file to show what's already been discussed/tried/tested.

Paul has been extremely helpful. I would like to thank him on this thread

Likewise I would like to thank Dan for tweaking my profile. Speed is back up to what it should be. Usage report is back up again it would appear - good news!

In reply to a post by HungryPanda:

Paul has been extremely helpful. I would like to thank him on this thread

I second that.