Hello everyone

Quiet day today. All migrations have completed for this week and just a couple of profile adjustments to propagate.
I'll be signing off for the rest of the day but please to mail me if you have any questions or queries.

Thank you all for your patience and good humour.

Have a great weekend,
Paul

I'm certainly not in good humour.

I was migrated on Wednesday. The 2 minutes of downtime proved to be 6 hours and 5 phone calls from me with no promised returned calls. When I did get a service it was at only 850Kbps down and 300Kbps up whereas immediately before the migration I was running at 2.5Mbps and 720kbps up. When I rang to complain I was told to leave it 48 hours for the to stabilise (Never had that problem with ADSL24)
That period has now elapsed and there is absolutely no difference to my speed. I've just rung support and discovered than my SNR was set at 12db. I instructed them to reset it to 3db which is where I always have it as I am prepared for the odd disconnect to get the speed benefit.
Having done that I am now running at about 1.6MBps and 520Mbps, better but still worse than I ever got with ADSL24 at the same snr setting.

Perhaps you would be good enough to answer the following

What happened to the promise that my "broadband service would be upgraded so that it is capable of faster download and upload speeds"?

Can you confirm that I still have an LLU connection and who with as COM don't have LLU facilities at my exchange.

Will the old User Line Profile page be reinstated so that I can see and set my own snr?

Is the Ticket system currently working?

How long will you maintain the "no increase in price" promise as I notice that the nearest equivalent COM product is considerably more expensive that my ADSL24 package?

So far I am very disillusioned with the COM experience. I'm prepared to give you a month but if I'm not getting the facilities and speeds that I have obtained with ADSL24 by then I will be looking at alternatives.

Sorry to hear quoddle your still having issues

Have to say Paul's been very helpful with the lightning fast responses that I've been accustomed to from ADSL24 so I hope it may long continue! He and his colleagues have also kept an eye on things overnight and sent me another email this morning which is pretty exceptional customer service these days.

I just hope the downtime was a one-off Speeds appear to be about normal so thats good.

In reply to a post by quoddle:

What happened to the promise that my "broadband service would be upgraded so that it is capable of faster download and upload speeds"?

Can you confirm that I still have an LLU connection and who with as COM don't have LLU facilities at my exchange.

I'm not aware they made that promise. it would be an extremely brave thing for any ISP to do. What they did say was to give us a "better service on their future proof network."

The LLU is dependent on who supplied it before, if it was TT/Opal nothing will change, C+W I think is being moved over (? I might be wrong and not sure who to if that is the case).

The destination ISP of a move from C & W LLU would depend on what is available at the particular exchange. There was an example earlier in this thread or the other in the forum where someone had gone to TTB.

I was gone for 4 days and came home today. Previously ADSL24 Premium Plus LLU unbundled getting 1.4 MB for my 24MB payment. as I live 2.4 miles from exchange I was ok with that. Today 700kBs. Thanks coms but this is unacceptable.

Pauls been very helpful with me but I've yet to see my upload speed go back above 1Mbps. Im just under at the moment. It's a bit annoying as i know I can get 1.3Mbps as I had that with o2 and ADSL24. I think a call to tech support might be in oder as someone mentioned there SNR isn't what it was before. I can't remember all my settings but I really should be getting more on the upload speed.

Edited by maximono (Fri 24-Jan-14 20:07:49)

Hi Quoddle

Sorry to hear your troubles, life is difficult enough without spending time on the phone resolving broadband queries.
Lets see if we can put that right for you. Drop PM me your details and I'll look into it for you.

What happened to the promise that my "broadband service would be upgraded so that it is capable of faster download and upload speeds"?
When migrating from one provider to another there will be period of time where the line may fluctuate to find a stable speed on the connection. We can shortcut this by setting the profile which has happened today by reading your response. With some further tweaking we should be able to improve on it. Fairly certain that we would not have made that claim verbatim but I understand your sentiment.

Can you confirm that I still have an LLU connection and who with as COM don't have LLU facilities at my exchange.
Yes you are on an a LLU connections. Previously ADSL24 used a wholesale supplier to provide the DSL service over an underlying provider. We have our own network which removes one link form the chain so now your connection is on the Coms network and the underlying carrier is TTB who have unbundled over 2000 exchanges in the UK.

Will the old User Line Profile page be reinstated so that I can see and set my own snr?
You may have missed my earlier posts but yes this will be available after 1st February.

Is the Ticket system currently working?[/i
From myaccount yes it is.

[i]How long will you maintain the "no increase in price" promise as I notice that the nearest equivalent COM product is considerably more expensive that my ADSL24 package?
For as long as you want to stay on that product. Coms current product set are business grade connections. A residential offering will be available before the summer. In the meantime there are no changes to the price you pay for as long as you want to stay on the product.

So far I am very disillusioned with the COM experience. I'm prepared to give you a month but if I'm not getting the facilities and speeds that I have obtained with ADSL24 by then I will be looking at alternatives.
Happy to provide you with a MAC as insurance. If you happy I hope you stay, if we let you down then we can (virtually) shake hands and walk away.

Thanks,
Paul

Edited by deleted (Fri 24-Jan-14 20:24:07)

That was a direct quote from the letter they sent telling me I would be migrated. Like the rest of the migration they got that wrong too as I received the letter the day after I was migrated.

My ADSL24 LLU connection was originally with Be presumably then O2..C&W don't have an LLU presence at my exchange which is why I wondered if I no longer have an LLU connection

Surely it's not unreasonable to think that they would migrate people with the same settings they were happy with previously. Why on earth change the snr from 3 to 12? It still doesn't explain why even with the snr apparently now set at 3, though, unlike with ADSL24, I have no way of checking, my speed is only 75% of what it was prior to the migration.

Hi Hungry Panda

Fairly sure that we can resolve this quickly and get you back on track.
If you haven't called the support team already then please do, they can check and change the profile within a matter of minutes. They are there 24/7 on 01457 600024.

If you are dissatisfied after speaking with them please drop me a PM with your details and I'll look into it for you.

Thanks,
Paul