ADSL24 > Coms migration. What could possibly go wrong?

As gut instinct told me, when reading the letter date 10th January from Coms, this could go horribly wrong.

My connection was "migrated" late on Monday afternoon, 20th.

When my router dropped I fed in the new username/password a directed on the recently received letter.

I found that I had been moved from my comfy C&W LLU connection, that had worked so well for over 5 years, to a basic 8meg dslmax via........ Entanet! This hardly filled me with joy. Remember the Entanet 21cn farce of 5 years ago? Well that's what led me to choose the CW LLU option in the first place. If memory serves me well didn't ADSL24 completely move away from Enta due to the problems?

Tuesday.
Connection dropped and the router was unable to get sync. It was dead. Not even the most faintest whiff of a connection.
Rang the support number and was told to check username/pass? How that would sort anything I don't know when the router isn't connecting to anything never mind radius.

Problem was kicked upstream and a call back was promised which never materialised.

Left it 3-4 hours and switched router on again to find it now syncs at 12meg and the router now reports I'm on ADSL2+. I'm not getting passed radius though due to an "authentification error."

I waited on the support line for 15 mins only to be told "All profiles are being reset, try again later." Could they not have put that as a message on the switchboard?

Tried another hour later and it all worked fine. Phew, thank god for that.

But.....

Today, Wednesday.
Lost sync this morning and it came back at 7763/747 up/down with double the noise margin.
This is history repeating itself as far as me and Enta are concerned.

I'll give it a few days to see how this pans out but all I can see is me moving away.

RIP ADSL24

Edited by deleted (Wed 22-Jan-14 17:16:20)

Hello AK47

Genuinely sorry to hear you are having stability issues. Not the intention to disrupt service, we will get it back on track for you.
It is true that the service has moved from C&W and I want to clarify that no users have been moved to a connection where the underlying provider is Enta. Your connection may have been set to an Annex M profile incorrectly which was one of c10 usesr affected. The error was corrected about 9.30pm last night.

I will go through the call logs and tickets to check why you didn't receive a call back, that's not a good start and we need to do better.

Happy to take this up with you personally to resolve and again I am sorry for the inconvenience caused by the fluctuating speeds whilst the line retrains, I have dropped you a PM with my contact details.

Many thanks for giving us another go,

Paul

Paul Richens
Operations Director
Coms.com

Your broadband service on s due to be migrated to Coms on Thursday 23rdJanuary 2014.

We�re committed to providing you with the best possible broadband service through our future proof network and infrastructure and this is an important step in fully integrating all of our ADSL24 customers into Coms.

As promised there are no changes to your price or contract and your service won�t be downgraded in any way. You should have received a letter this week explaining everything in more detail and we have answered some common questions below to ensure the transfer to Coms is as seamless as possible:

What changes do I need to make?

The good news is there are no changes to your broadband username or password. As with any migration your connection may drop for a very short amount of time when your service switches over to Coms. If your service does not automatically reconnect after a few minutes you may need to reset your router. To reset your router simply unplug it from the mains, leave for 30 seconds and plug it back in.

Will I retain my static IP address?

We realise a static IP address is essential for many of our customers. So all ADSL24 customers moved to Coms will have a static IP address. Unfortunately we cannot transfer your existing static IP address to your new service. You will be assigned a new static IP address the first time you connect to our network.



Who do I contact if I need any help or advice?

Our Support Team are here to help 24 hours a day, 7 days a week. In the unlikely event you experience any issues following the migration of your service or if you have any questions please call a member of the team on 01457 600024.

If you have any questions regarding these changes why not visit our frequently asked questions page by clicking here.

We would like to take this opportunity to welcome you to Coms and we look forward to providing your service going forward.

Kind regards,

The Coms Team

What letter is this i was meant to get? I got one which was the FAQ a before xmas, but nothing this month. is that because my username/password arent changing?

Paul,

Some of ADSL24's customers including myself were moved to a partial LLU service, where the broadband side of the telephone line would be supplied by Talk Talk Wholesale. Are we being moved back to a BT Wholesale product?

I'm being moved over tomorrow.

Edited by Gari (Wed 22-Jan-14 20:25:19)

Gari, i just got this PM from Paul

Thanks for getting in touch

1 - Who is supplying the actual broadband? Is it still Daisy Group?
We've moved form Daisy to our own network. If you are moving tomorrow then the underlying provider was TTB and it will remain on TTB. As there is no jumper change involved I'd hope that migration will be a short drop off and on again. If you use your static IP then you should have received your new one. if not let me know and I'll make sure you have it in time.

2 - Will we still get unlimited usage after midnight and at weekends like with adsl24?
We've extended so you will have unlimited usage from 8pm to 8am and yes it will remain unlimited all weekend.

Hi Gari

Pleased to say that if TTB is your underlying provider it will remain on TTB. As there is no exchange work involved the migration it should be a simple drop off and on again.

Thanks and please do let me know if you have any issues tomorrow,
Paul

Bob,

I got an e-mail telling me that I'm being moved over tomorrow. My log in username / pw isn't changing, the same as you. I have only received the one letter in the post which was the one before Christmas. I did wonder about any additional letter too.

I know its probably out of your hands, but do you know if the switchover will happen in the early hours of tomorrow morning? Previous change of isp/suppliers have

I suspect its only C&W customers who have a change in details got one. We dont have to do anything so probably why no letter

Paul,

Many thanks for your quick reply and I'm pleased to hear that things will stay the same, as they have been very reliable.

Also, it's very nice to have a presence from Coms on here, and thanks for taking the time to answer questions from us miserable lot.

Thanks for info Bob.

I was wondering about the off peak usage so this is very good news.

Someone else posted on these forums saying their new supplier was Entanet strangely when they moved from C&W

Hi Bob,

Change should occur overnight as there is no engineering activity required at the exchange.

Thanks,
Paul

Thanks for the reply, and cheers for answering so quickly at this late hour, does help with queries people have

No Problem, all valid questions that deserve a response.

Paul

So once everyone is migrated over, do adsl24 exist anymore even if its just the name?

I notice the customer service number is still an adsl24 number, and would think coms would want to use their name to try and sell broadband products even if coms supply it, as adsl24 have a reputation that people know about, where as coms are an unknown entity in the broadband side of things

I received the same email that bobble_bob got in the first page of this thread yesterday at 5:13pm which I've only just read today - from my other phone line at a different address. Why? well thats because the broadband at my mums is now down with the router failing to even establish a connection let alone get online.

I haven't received a letter apart from the one "welcoming us to Coms" back in last year and certainly nothing to warn us that 22/01/2014 was a switchover day. I'm told its been down since 3.30 and multiple router restarts has failed to resolve the issues. Good job my younger brother doesn't need broadband for his colleague work tonight and good job I wasn't working from home... Nothing like some warning in advance...

Got to say the whole move to Coms has seemed very poor so far with us customers being told at the very last minute. For example I didn't even know ADSL24 had been bought out until they had already been - for several months. It smacks of the same poor experience I had when Pipex got bought out and that only got worse and worse. Shame as ADSL24 were generally really good with some of the fastest response ticket times I've ever seen.

For a company called Coms the Comms. isn't very good.... /I'll get my coat.

Was your Mum with adsl24? Did she have Cable and Wireless supplying her through adsl24?

Hello Vectrex

A few thousand communications have been sent so apologies if you haven't received anything. I'd be happy to check your contact details and ensure they are updated.

More importantly if you PM me your/your mothers user details I'll check the connection and credentials making sure you have the right information.

Many thanks,
Paul

Both lines were part of the 'Premium LLU' 12MB unlimited ADSL24 package. Not sure how I can tell if it was C&W that was the actual supplier?

Digging through my old emails it required a new login when her line was migrated.

Cheers

New login means it was with C&W and seems going on a few posts in here those had a few issues.

Hi Vectrex

Could have been either BE or C&W, drop me the CLI details via PM if you are still having issues and I'll confirm.

Thanks,
Paul

Thanks chaps.


Paul I've sent a PM with my slightly cryptic details, should be enough if you are who you say you are

I spoke to my mum a few minutes ago after another router restart and its still down.

Were you given the new login details required when migrating to coms?

No I just had a welcome email and letter but no new login info apart from the mistakenly sent one in December for one of the lines which had xxxx prepended or similar.

As part of my email yesterday it said the following:

"What changes do I need to make?
The good news is there are no changes to your broadband username or password. As with any migration your connection may drop for a very short amount of time when your service switches over to Coms. If your service does not automatically reconnect after a few minutes you may need to reset your router. To reset your router simply unplug it from the mains, leave for 30 seconds and plug it back in."

To which I've tried all of that.

You need those new login details, as if you were on C&W or whoever, migrating will require new login/password. Something gone wrong meaning you weren't sent a letter out

The email today was for customers who were already with adsl24 and had an adsl24 login, meaning nothing needs changing

Edited by bobble_bob (Wed 22-Jan-14 22:15:34)

Hi Bob

Its a tough call to make and form past experience an emotional one too at times. The ADSL24 brand operated 'as is' for 8 months following the decision to sell to Coms before a commercial decision was made to rebrand.
We have an opportunity to build the Coms brand and have employed people in our business who have all worked for major ISPs (and some smaller brands too that got swept up over the years) in network, billing, marketing, product, support teams and at management level so we are very serious about getting this right.

ADSL24 has a great reputation, the acid test will be to see if we can maintain that in addition to correcting some of the pains and frustrations felt over the past couple of years.
Broadband usage and reporting being one of the more serious elements to get right, which we have done.

Support has been 'beefed up' with additional people (all based near London) who have full access to diagnostic tools 24x7x365. Packages have been enhanced and new product offerings made available.

We have lots of work to do in order to convince a wider audience that we deserve consideration as a serious provider in the ISP space but we are up for that challenge.

Thanks,
Paul

Well good luck with it, im certainly willing to give you a try!

One of the main things is support that is based in the UK and that know what they're talking about and listen to you, rather than just reading from a script

In reply to a post by bobble_bob:

You need those new login details, as if you were on C&W or whoever, migrating will require new login/password. Something gone wrong meaning you weren't sent a letter out

The email today was for customers who were already with adsl24 and had an adsl24 login, meaning nothing needs changing

That would make sense I guess. It wouldn't be the first time ADSL24 got something a bit wrong... but as their support was so good it was never usually much of a problem

Cheers,

Andrew

In reply to a post by bobble_bob:

Well good luck with it, im certainly willing to give you a try!

Such sweet music .

There's nothing a businessman wants to here more than that after taking over a company.

Think the reducing peak hours from 8am-8pm is a biggy for me to give them a try. Seeing as im not home until 4pm and my main usage is from 6-midnight, then most of it wont be using my 50gb limit, so that 50gb may aswell be unlimited

Edited by bobble_bob (Wed 22-Jan-14 23:16:53)

Got switched over to Coms today (wednesday 22nd) after receiving an email The day before about it. I didn't get a letter about it other than back last year. The switch over happened early this morning and sync speeds seemed better at first. Then I got a red ADSL light on my router (netgear) although my internet was still working. I rebooted my router and found my sync speeds dropped from around 13Mbps/1.2Mbps to 11Mbps/700Kbps . I've had the red light again since then. Is this just the connecting trying to learn the best speeds or is this something else as It's not happened in the past with any ISP I've been with?
I usually connect through the BE network will this continue to be the same with Coms, how can I find out who I connect through? Not that it's important but it would be nice to know.

Another question is where do I login in now for my control panel on adsl24 or Coms. I tried ADSL24's site but you don't get all the details now Im not on there connection. I tried Coms site but it doesn't seem to let me login, do I need different details to what I have now with ADSL24?

Cheers for any help.

Nothing so far....Will see when i finish work tonight

Morning Maximono,

I have sent you a PM.

Thanks,
Paul

Morning maximono

Line might be retraining, send me your CLI/user details in a PM and I'll check the previous interleaving profile. We'll get it fixed quickly.

Regarding BE/02 there are closing their network sadly see here (http://www.thinkbroadband.com/news/6127-be-o2-wholesale-services-to-shut-by-end-of-february-2014.html) however we have moved you to an equivalent service with TTB as the underlying provider on an Annex M profile. The service is now on the Coms network having moved away from ADSL24's previous supplier.

MyAccount is still accessible however there may be some features that are unavailable until 1st February when all services will be available once again. If you require any changes to be made in the meantime then please contact the team on 01457 600024 who are available 24 hours a day, 7 days a week.

Thanks,
Paul

Cheers Paul, PM sent.

Wow, haven't been in this forum for years. Haven't needed to...

Regret the passage of ADSL24, was with them years with only a couple of issues which they sorted out.

We'll see, let time tell us how good Coms.com are, if they're no good I'll definitely walk. I was also miffed at finding out about being sold on after it had happened, I'm not actually sure of the legality of that contractually.

Was changed over an hour or two back by the looks of it, so far so good, speed is about what it was though dismayed at seeing I'm off daisy and back on Enta, we left that crowd if I remember as it was so bad. If I bail out this time I'll go wireless, had enough of being messed about with landlines etc.

speed currently 1935KB/sec down 106KB/sec up

Tracert says

blah
188-39-118-70.static.enta.net
g14-21.equinox.core.enta.net
te5-3.telehouse-east2.core.enta.net
te4-4.telehouse-east.core.enta.net
blah

I have been told my Paulcoms that we aren't on Enta and the network guys will sort it. How and why I don't know

Hello,

This is an error, the network team will put this right. PM me if you have any concerns and pleased you had a painless migration.

Thanks,
Paul

Have you done a tracert to check your routing?

Yes and it says Enta but Paul assured me this is an error and will be sorted as no one has been moved to Enta

lol

Just a note to say that both my connections are now online, yay! Paul confirmed my details first thing this morning (thanks!) and they all look the same as before. My mother's connection also came back online automatically during the day so thats good.

The letter also arrived this morning and from the sound of it (I just heard it partially over phone) it sounds to be the same as the email I received. The letter was franked the same day as the switchover - 22nd Jan - even though it was dated 16th Jan. I would really hope we'd have more notification than this though - especially when things don't go smoothly.

Oh well - here's hoping the connection is as good as under Coms. Nice to see the ADSL24 speedy responses are still intact thus far

And oh yes - mine looks to be using enta too!:

...
xxxxxx.static.enta.net
gi4-21.equinix.core.enta.net
te5-3.telehouse-east2.core.enta.net
te4-4.telehouse-east.core.enta.net
bbc-linx.pr01.thdow.bbc.co.uk
...

I've been migrated today too - without any obvious problem yet. And yep, you guessed it, routing is via enta.net. Personally, i don't care how it's routed as long as it's no worse than it was previously, but seems odd that this is a 'mistake'.

On the plus side, my allowance has gone from 10gb to 30gb which along with the change to the off peak hours is a big, positive, difference. And, it's good to see a Coms rep on here - though long overdue.

Has anybody else looked at their 'myaccount' page on the adsl24 website? The 'online status' doesn't work for me now - says no session established.

Hi Tony

Pleased to hear you have had no issues during the migration.

There is some back haul routing over Enta but your underlying connection is with another provider. For what its worth we have been working with Enta for some time and are happy with the service they are providing us. I'll clear up the trace root information in more detail tomorrow.

Regarding myaccount some features wont be available until 1st February. The reason for this is a cut over of back end systems. In the meantime if you would like to get some stats on usage or your profile then please do drop the team a line or drop me a PM.

Welcome to Coms and thanks for your post.

Paul

Do I take it them that the usage stats and pie chart are no longer working? How do we determine our usage if that's so?

Also when does the 'extra' downoad allowance and extra 4 hours unmetered kick in (8pm to midnight)

a)immediately after we've been made over to your network

b) at the start of next month?

c) some other time to be notified?

Hello My_brain_hurts

Happy to answer those queries:

Do I take it them that the usage stats and pie chart are no longer working? How do we determine our usage if that's so?
Good news is that It does work but we cant open up that element platform to all users until 1st February. In the meantime we can provide you your stats upon request, If you would like to drop me a PM, I'll make sure this happens. If you are approaching your limit we will give you plenty of notice.

Also when does the 'extra' download allowance and extra 4 hours unmetered kick in (8pm to midnight)

a)immediately after we've been made over to your network
Off Peak increase from 8pm-midnight starts as soon as you have migrated to the Coms network.

Many thanks,
Paul

In reply to a post by PaulComs:

( http://www.thinkbroadband.com/news/6127-be-o2-wholes... )

Advise leave spaces around URLs (or [url]URL[/url]) so they are clickable.

Just a quick update on my situation. My connection speeds have improved on the download but are still under my typical upload speeds from both O2 and ADSL24. Typically I get 1.3Mbps but currently Im getting under 1Mbps, though earlier it was 700Kbps but since paul changed the interleaving it went up. Im still getting the occasional red light on my router, something I've not seen before since this change. Im hoping it will get get worked out.

Paul has been very helpful via email, it's nice to have good support from Coms.

Not me m8! I just advise on using this site .

Many thanks for the swift reply, I'm sure others were wondering timescales.

The main problem I've had was resetting all my Gmail accounts, they noticed the IP change

What's your IP address got to do with gmail accounts?

Surprisingly my email client couldn't collect mail from those accounts. When I got into the accounts, after a lot of hurdles, I found a message to say that they'd noticed I was using a different IP and therefore deduced a hacker had tried to get in! Never had that before, rather throws the idea of collecting email from anywhere in the world out of the window! Very odd but there ya go.

On a more serious note the DNS servers disappeared several times this morning, couldn't go anywhere on the net, hope that's not going to be an issue again.

Just use opendns if it does. I changed to them abit ago when the adsl24 servers died.

Morning,

A quick update on the Traceroute questions following a brief 'education session' form the NOC team.

"Coms use a number of wholesale DSL and Internet Service Providers to deliver you with a fast and reliable broadband path to the Internet. As you correctly observe, the traceroute is showing that your route to the BBC is via the ISP backhaul connection that we have Entanet which is the best route available. You may see others appear from time to time depending on the site you are connecting to.

Unfortunately, trace routes don�t show your ADSL routing."

There was some planned maintenance between 0500-0600 this morning which may have caused a bump.

Hope this helps.
Paul

Thanks for the update Paul. Any chance coms could have a network status page similar to what Enta do and ADSL24 did (until they stopped updating it) so we know in advance of any downtime or maintenance?

Hi Bob,

Certainly, this will be available in myaccount post 1st Feb and on a refreshed coms.com website due to launch around the same time.
There are no current planned outages between now and 1st Feb.

Thanks,
Paul

There was some planned maintenance between 0500-0600 this morning which may have caused a bump

Ah that explains the DNS issue then, it was probably about that time of morning I think. At one stage I couldn't even connect with a manual IP address so I expect there'd been some jumper pulling.

I'm pleased to report that after assistance from Paul and his team my connection is now performing how it was when I was on CW LLU.

Thanks very much chaps

Post deleted by bobble_bob

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

Paul,

I appreciate your reply on a Friday night and am reassured by your comments.

The quote regarding the upgrade in service and faster speeds was a direct quote from your letter informing me I was to be migrated dated 16th January received 23rd Janaruy ( I was migrated on the 22nd)

Whilst I would love to have higher speeds than previously I don't expect that with the line length and quality I have here. ADSL24 proved that 2.3 -2.5Mbps down and 700-720Kbps up was routinely possible though so I would not expect any different with you.

I will contact you directly with my account details etc.

Hi Quoddle

I still don't have your details so I can look into it. If you drop them to me in a PM I can look into the line speed issue further.

Accept the point about the SNR, not all details for the thousands of customers we moved were available hence the need for us to re-set the profiles manually. It wasn't personal so please accept my apologies for this hope we can get it back to where it was.

Thanks,
Paul

Edited by deleted (Fri 24-Jan-14 20:30:15)

Thanks for the reply Paul, I called the number and the SNR was adjusted. My connection jumped 400KB/s to 1.1 MB and will let it settle over the weekend. Have to say this is excellent service.

Hi Hungry Panda,

Pleased to hear it.
Have a good weekend,
Paul

For those of us in 20CN-only BT backwaters, there are a few questions that might be of general interest so I'll ask them here... Sorry if these are covered already somewhere (I have looked but couldn't find).
Will the new DSL 30 service (for example) offered as the replacement for Office 15 still be delivered using ADSL Max Premium (i.e. with 700kbit upstream)?
I understand one of ADSL's criteria for selecting their previous wholesaler was the ratio of interconnect bandwidth with BT to number of users (I imagine Paul saw this from another perspective). I appreciate this is probably one of the biggest factors in the profitability of this service but it would be useful to understand the general philosophy?
Related to the above, will traffic shaping play a part in the new service (I'm not against QoS, incidentally, as a fairly heavy and currently happy user of VoIP over broadband access for work and home).
Is it possible to be any more specific over the migration date?
From what I've read here, these migrations seem to be going generally very well and with a great deal of commitment to customers' interests - a rare and highly valuable asset in communications providers in the UK.

Similar experience to others here. Having set a 3 SNR for the last 7 years after the switch over it seems to have gone to 12 target which is really problematic for a slow line. After raising a ticket they seem to have moved it to 6 but still not back at 3.

I understand that not all customers have custom target SNRs set but this is one of the main reasons I use ADSL24. The change in SNR has taken me from a 2600kbs sync to sub 2000kbs even after moving back to a target of 6.

Really unimpressed.

Edited by abat (Sat 25-Jan-14 15:02:46)

Well I'll tell you what could possibly go wrong.

I've been with ADSL24 for the last 6 years and had only one problem a couple of years ago, apart from that I was totally happy until my migration to COMS last Wednesday. I arrived home from work around 4:45 and noticed my internet connection was down, no connection LED lit up on the router. I left it for a couple of hours then unplugged the router for 5 minutes then powered it up again. Still not connected, checked all my settings were correct, which they were so I left it for a few more hours then phoned support. I got a lady who told me that my migration would be complete by midnight.

Thursday : Woke up and went to the PC, still no connection. I phoned support 4 times that day and got nowhere. Yes the support people tried to be helpful and were polite enough.

Friday: Woke up and checked my connection yet again, still nothing. 3 more calls to support followed. I was told my problem had been escalated and a guy at COMS called Richard was dealing with it. I asked support if they could give me a contact number for Richard and got a number which turned out to be just the main COMS phone number.

Saturday: Checked my connection yet again and found it still down. Shrugged my shoulders, went out and spent £20 on a 3G uSB dongle just so I could get on here and read other peoples experiences.

My next problem is that I'm working away next week so won't be around to answer any questions COMS may have.

To say I'm pi**ed off is an understatement.

Oh one thing that ADSL24 support suggested was that a home visit by an engeer may be in order so he could check my equipment out at my expense. No way, there's nothing wrong with my router, connecting cables etc. The only change is I've been unsuccessfully migrated, I'd suggest a routing problem at COMS end.

If when I get back from my working away I still haven't been connected I think I'll be getting my MAC.

Hi Doogie

Please PM me your line details and I'll look into this a little further. I'll need the number of the line your service is on please.
Appreciate you may be skeptical but there is evidence on this site that when we have had a problem in most cases we have been able to sort it out quickly. There are some lines that are being monitored over the weekend for stability but again I'm sure that we can get them back to where they were.

Thanks,
Paul

Hi Mike

Please PM me your details and I'll take a closer look. 600K is a lot with such a low line speed that is available to you so I understand your frustration.

Thanks,
Paul

Hi Andrew

responses to your questions below:

Will the new DSL 30 service (for example) offered as the replacement for Office 15 still be delivered using ADSL Max Premium (i.e. with 700kbit upstream)?
Yes, please PM me your details and I'll confirm the profile.

I understand one of ADSL's criteria for selecting their previous wholesaler was the ratio of interconnect bandwidth with BT to number of users (I imagine Paul saw this from another perspective). I appreciate this is probably one of the biggest factors in the profitability of this service but it would be useful to understand the general philosophy?
Can't really comment on how ADSL24 came to their decisions however I do know that ADSL24 did have the ability to choose the underlying supplier and many of their customers were well aware of the options who often voiced their preference.
The Coms rationale for moving the circuits was based on a few elements however we have been able to switch customers to the same underlying provider they were on with the exception of C&W who were moved to a SMPF LLU connection on TTB. in 99% of cases we have been able to move customers to a product which is the same profile (or better), increased usage (except for those with unlimited) and extended the off peak hours. Do it badly and we would have lost lots of users so thats the commercial driver, minimum churn. With 30 day contracts we know taht if we dont look after customers then they will leave.

Will traffic shaping play a part in the new service?.
No traffic shaping is in place on the network. We do have managed circuits with QoS available for those customers who wish to take that kind of service.

Thanks for your kind words, please don't hesitate to contact me via PM if you have any concerns that haven't been addressed by the team or in the forum.

Thanks,
Paul

... increased usage (except for those with unlimited)

No good enough Paul. The universe is expanding so you should be able improve the unlimited ones as well.

That comment reminds me why I didn't finish my OU foundation in astrophysics. String & M Theory nearly killed my brain

Yet another migration issue...

got the standard email - nothing changing, same service, should be down briefly etc.

Having been a happy ADSL24 customer for some 4-5 years I guess - migration was a surprise, and partial disappointment as I was quite happy with ADSL24.. it went wonky on 22nd Jan.. all day i would reconnect/disconnect every 2-3 minutes - made a call to ADSL 24 late in the evening, they tweaked my profile which seemed to fix the disconnects.

However I'm now getting some serious speed issues.. my once 'ok' 8mb or so now runs at a measly 5. Been testing first thing in the morning 8am, 6pm, late at night.. seems to be an unwavering 5.2 or so. I've been on the unlimited LLU (premium?) package which used to give me solid speeds all day and night, one of the main reasons I'd binned BT due to their poor traffic shaping and slow service in the evenings.

I game a lot on line, beta test for some companies, and often have to patch a game when I get in, in the evenings. With 2 of us (me and my brother who shares the connection) trying to patch it now takes some 30% longer, as I've lost a third of my speed.. eating into my limited time at home. I'd like my old service back please!

Hi Tongeh

Please call the team on 01457 600024 who are there 24/7. They can check your profile again and tweak to get your speed back to where it was.

If you have called them already since your first call please PM me your ticket number and circuit details and I'll take a look for you.

Many thanks,
Paul

PM sent Paul.

Thanks Paul.. was gonna leave it a couple of days and monitor but bit the bullet.. props to 'Hannah' who was very helpful.. back to somewhere near what it was but gonna keep an eye on it for a couple of days while it does this retraining malarkey

Well this just gets better and better. Not only has my sync speed been screwed up and left me with a much worse download speed than before but now I find OpenVPN doesn't work anymore either.

Standard port OpenVPN seems to be completely broken and never connects whilst non-standard ports connect but traffic seems to be dropped or blocked beyond that. These have worked perfectly for the last 7 years on ADSL24 and still work fine if I connect using a tethered phone. This problem exists with both a commercial VPN provider and with a number of dedicated servers and VPSs I own.

Port forwarding over SSH does work but why should I bother? I could spend ages diagnosing what is going on but frankly I can't be bothered. It might be some weird MTU related problem, UDP blocking or a deliberate policy - either way it worked before the unwanted changes.

Seems like I need to get a MAC and cut my losses.

Edited by abat (Sat 25-Jan-14 23:57:57)

Abat, at least give them a damn chance!

Paul has already said he will take a look, their support is open 24/7 so call them! It is inevitable that there will be some hiccups along the way, but so far they are going out of their way to help us, credit where credit is due.

I have a custom snr profile as well, I live raurally in West Wales where fast broadband is like hens teeth, I also run a weather server 24/7 with webcam uploading, I'm not looking forward to the switch over either with the chance of Ip address etc etc, but hey ho we've got (for most people)better packages then we did under ADSL24 with greater quotas and longer non-metered time all for the same price.

MY DD got cocked up this month, yet to be fair within 24 hrs it had been sorted, an apology received and a full explanation of what had gone wrong. You don't get that from many ISPs.

At least they are not like Tiscali and others who just ran slip shod over the existing customers when they took over a company.

Lets all calm down a bit and give them chance. From personal experience moving customers from one company over to another will always cause a few issues. The key, is how those issues are dealt with.

Woody

I am waiting for them to call me back.

I can only speak from my own experience and that has been terrible so far.

i am so glad i made the move from ADSL24, the Cable and wireless network is great, so being put onto entanet, which in turn is Bt, would not make me happy at all.

i like to support the smaller providers, which is why I wenth ADSl24 in the first place, but it can be a bit iffy when they decide to sell up.

In reply to a post by PaulComs:

Hi Bob

Its a tough call to make and form past experience an emotional one too at times. The ADSL24 brand operated 'as is' for 8 months following the decision to sell to Coms before a commercial decision was made to rebrand.
We have an opportunity to build the Coms brand and have employed people in our business who have all worked for major ISPs (and some smaller brands too that got swept up over the years) in network, billing, marketing, product, support teams and at management level so we are very serious about getting this right.

ADSL24 has a great reputation, the acid test will be to see if we can maintain that in addition to correcting some of the pains and frustrations felt over the past couple of years.
Broadband usage and reporting being one of the more serious elements to get right, which we have done.

Support has been 'beefed up' with additional people (all based near London) who have full access to diagnostic tools 24x7x365. Packages have been enhanced and new product offerings made available.

We have lots of work to do in order to convince a wider audience that we deserve consideration as a serious provider in the ISP space but we are up for that challenge.

Thanks,
Paul

If you take people of the Cable and wireless network and put them back on Bt you will not maintain ADSL24 reputation. i left ADSl24 about 19 months ago, but only to go for a small local company, but the one reason I went to ADsl24 was because of the cable and wireless network, if i was still with ADSl24 and you put me onto the Bt network, i would be gone, I know a few people who have gone onto ADSl24 because of my recommendations and will not be happy if the quality of their broadband drops because you changed them from the cable and wireless network. So expect a few people to tell your company where to go.

In reply to a post by My_brain_hurts:

Wow, haven't been in this forum for years. Haven't needed to...

Regret the passage of ADSL24, was with them years with only a couple of issues which they sorted out.

We'll see, let time tell us how good Coms.com are, if they're no good I'll definitely walk. I was also miffed at finding out about being sold on after it had happened, I'm not actually sure of the legality of that contractually.

Was changed over an hour or two back by the looks of it, so far so good, speed is about what it was though dismayed at seeing I'm off daisy and back on Enta, we left that crowd if I remember as it was so bad. If I bail out this time I'll go wireless, had enough of being messed about with landlines etc.

speed currently 1935KB/sec down 106KB/sec up

Tracert says

blah
188-39-118-70.static.enta.net
g14-21.equinox.core.enta.net
te5-3.telehouse-east2.core.enta.net
te4-4.telehouse-east.core.enta.net
blah

One of the reason I went wireless, it was available, better speed than what i could get at the time, even with ADSL24, c&w network and would have saved me a fair bit of money per month if I stayed on the 5Mb/s service.

I also had enough of mucking about with SN/R and other ADSL rubbish. also i decided to support a local company.
I did like ADS24 and there was a good small provider, but they are getting less and less and the larger providers are giving us less of a choice.

what wireless provider have you got available where you are?

Hi,

You have PM Paul

Cheers

Hi Rephlex

Reply sent to you PM. Thanks for getting in touch.

Paul

Totally agree with most of the comments here that at the end of the day it is all about quality of service with broadband. I had been with ADSL24 longer than with anyone else. I was caught up with the e7even fiasco when it was hijacked by Tiscali which resulted in months of being held to ransom with absolutely no service, which is when I campaigned to get the MAC system changed, so I take promises with a pinch of salt. I've noticed that my download speed is gradually dropping,was 19kbps now 15kbps, routing's all via Enta. All I can say is I'll wait and see, it's early days yet. but I vote with my feet.

I am in East Kent and we are served by a wireless ISP called VFast. They install a small aerial on your house and provide a cable wireless modem. Prices have come down and are roughly competitive with other ISPs, eg 24Mbps down, 1Mbps up, 5gb monthly allowance is £14.50, unlimited out of hours download. They are trialling 50Mbps and intend to upgrade the whole network to this soon I believe. Best of all is one doesn't need a BT copper line so there is an immediate saving from not having to pay line rental which is a total ripoff if one just uses ones phone line for broadband. For those of you stuck on a BT line see if you have wireless locally and compare overall costs. Wireless may be cheaper than BT rental + broadband.

I had thought of running another campaign to force Ofcom to change the rules so that we could have low or no-cost broadband-only rental lines, after all why should one have to pay towards maintaining BTs telephone network that people are leaving in droves? Am I bovvered...

I tried to understand that post. Result - your nick.

In reply to a post by My_brain_hurts:

Totally agree with most of the comments here that at the end of the day it is all about quality of service with broadband. I had been with ADSL24 longer than with anyone else. I was caught up with the e7even fiasco when it was hijacked by Tiscali which resulted in months of being held to ransom with absolutely no service, which is when I campaigned to get the MAC system changed, so I take promises with a pinch of salt. I've noticed that my download speed is gradually dropping,was 19kbps now 15kbps, routing's all via Enta. All I can say is I'll wait and see, it's early days yet. but I vote with my feet.

I must admit i was with ADSL24 for too long, maybe 12 months and i will have been with the provide I am with now longer than any other broadband provider.

Don't talk to me about Tiscali, a total waste of time they was, took over a ISp I was with in dial up days and it went to pot after that.

I am in East Kent and we are served by a wireless ISP called VFast. They install a small aerial on your house and provide a cable wireless modem. Prices have come down and are roughly competitive with other ISPs, eg 24Mbps down, 1Mbps up, 5gb monthly allowance is £14.50, unlimited out of hours download. They are trialling 50Mbps and intend to upgrade the whole network to this soon I believe. Best of all is one doesn't need a BT copper line so there is an immediate saving from not having to pay line rental which is a total ripoff if one just uses ones phone line for broadband. For those of you stuck on a BT line see if you have wireless locally and compare overall costs. Wireless may be cheaper than BT rental + broadband.

I had thought of running another campaign to force Ofcom to change the rules so that we could have low or no-cost broadband-only rental lines, after all why should one have to pay towards maintaining BTs telephone network that people are leaving in droves? Am I bovvered...


works more or less the same way as the one I am on, got a modal on the roof, ethernet cables comes in through the wall and into a cable router or direct into the computer if you don't have a router. My provider don't supply the router, which is a shame, Ok you can buy one from them, but they only sell belkin and netgears, so I got myself a good priced TP-link

A lot of the relays are on farms and the access stations are also on farms or churches, the one i am linked to is on the cathedral.

Prices could be better to be honest or at least up the speed for the price I am paying, they can do 30Mb/s as they have it for bushinesses. but i am happy with the service and offers a good alternative too wired broadband.
Broadband rental lines will never happen, phone calls is where ISPs make their money, that is one of the reasons why the larger providers, Bt, Talk Talk, sky and i think Ee will now only offer packages with broadband and phone line.

So, after what appeared to be a successful migration, my connection dropped tonight and I resorted to rebooting my router (which I very rarely do) to restore the connection. Prior to the reboot, I noticed my sync speed had dropped to approx 500k up and 3200k down, where previously it was typically 700k+ up and 3900k+ down. After reconnecting it's still 500/3200, so this isn't looking good. While I favour stability over speed, my connection had been stable and up for at least 35 days (I can't remember exactly) prior to migration. I hope this isn't a backwards step....

My speed has also been dropping bit by bit. I also rebooted my router several times and it refuses to reconnect at a faster sync.

I was - 1935KB/sec down 106KB/sec up

now - 1346KB/sec down 95.1KB/sec up

That represents a drop in download speed of a third. Has anyone else noticed a speed drop?

Looks like the same old story so if it carries on like this I'll be leaving.

Hello My_brain_hurts,

The forums are brilliant for sharing info but as a reminder the support team are there 24/7 on 01457 600024 and tickets which have an audit trail help us pull together a complete picture and most importantly correct any issues or faults.
Not sure if you are receiving PM's as i have sent a couple with no response.

Most speed issues can be corrected by a profile change and a period of monitoring.

Please do get in touch if after logging a ticket with the team you are not getting the service you expect.

Thanks,
Paul

Thanks for the reply Paul but I never call help lines due to their cost, I feel it is fundamentaly wrong to charge a customer to put a fault right that has been caused by the supplier, period.

The bottom line is that for ages my broadband has been good, now a few days after being changed to your new super duper network it's dying bit by bit.

And worse, I find I'm connected to Talktalk who are owned by.... wait for it, Tiscali. The last time I dealt with them was by a Court Order.

Not amused.

Hello again

Please do log a fault and we can help you.Alternatively as previously suggested, send me a PM with you line details and I will log a fault ticket on your behalf. From there the team can communicate with you over email or phone, whichever you prefer.

The charges to call the support line is the price of a UK local call (typically 2ppm or are included as part of call package bundle from the majority of mobile and fixed line providers)alternatively you can log a ticket by sending an email to [email protected].

Tiscali's UK business assets was purchased by TalkTalk in 2009, they no longer exist so you shouldn't have to see them in court
The TT network has over 4 million users connected. Many ISP's interconnect, including Coms, with TT with our own dedicated links into our network. Happy discuss over PM the finer details if you have any specific queries.

Thanks,
Paul

Edited by deleted (Wed 29-Jan-14 12:09:27)

Firstly get your facts right. Talktalk Business own Tiscali uk not the otherway round. Our traffic is separated from theirs a bit like having two separate cables in the same conduit.
To refuse to call any support line especially when charged at normal rates is plain stupid and arrogant. It would be extremely hard for anyone to totally resolve speed issues by forum alone, it could go on for days waiting for each other to reply.

I started on the internet about 25 years ago in the days of Cix and BBs etc. Apart from a very brief spell with AOL when it was free( gosh, Joanna Lumleys sultry voice saying "You've got mail!" Still makes me shudder) I have always been with small isps. I rarely change unless they get taken over and service goes downhill. I like to be able to speak to a small knowledgable team who value my business. Ive had just 4 isps in the last 20 years including the last 12 months with Adsl24. I dont like the big boys either.

But do your reasearch, Coms are now a revitalised growing company led by some well respected people in the industry. It appears Paul has been round for while and only just recently joined them. He will be VERY aware of how Tiscali and the likes worked. The company is growing but seem determined to grow whilst maintaining loyalty and customer service.

So far Paul has been very helpful and pretty honest and open too. I most certainly do not want to see a deterioration in speeds, or CS. But so far they have been very fair with us giving us more for our money. They cant really afford to lose many of us either.

Lets give them a chance, if after a few weeks of poor speeds and bad CS we all leave, then they only have themselves to blame, but looking at their profile and recent investments Just for once I have a feeling most of us will be better off, certainly although details are sparse they own their own carrier grade network and have invested very large sums in it.

If they are [censored], then I will also be an early leaver.

(Paul if you can now just send that £500 you offered me to write this Ill be very happy. JOKE!)

Woody
Cant believe the word cr*p is censored!

Edited by ukwoody (Wed 29-Jan-14 12:18:24)

Thought I'd share my experience so far. I was previously on the ADSL24 Complete 50 package and migration happened today. My router simply disconnected and reconnected while the modem kept sync (we're remaining on the TT stuff in the exchange unlike the C&Wers) so line stats are identical. The logs suggest total down time was 17 seconds. As reported by some others, a lot of stuff seems to be going via Enta backhaul. Latency seems slightly higher (4-5ms) according to before and after data but it used vary a by the same amount before anyway so I can't draw a conclusion from that just yet.

It's still early days but it's looking uneventful so far. My parent's connection was also migrated and is up and running (latency is the same). OpenVPN also seems to be up and running between the two connections fine.

Another "so far,so good"

My migration took place in the last couple of hours. The only way I know is that my IP has changed.

Thanks to all involved in the change-over.

It is good to know that Paul is keeping his eye of this forum but I hope this thread ends soon due to lack of complaints.

Ditto. TT is the only LLU provider at our exchange (apart from Sky). The router merely reconnected. 5 seconds downtime. All stats unchanged. So far so good.

In reply to a post by ukwoody:

Firstly get your facts right. Talktalk Business own Tiscali uk not the otherway round.

The confusion possibly arose because certainly in 2012 and IIRC for at least part of 2013, the TalkTalk Home Page, (seemingly no longer accessible - redirects to sales.talktalk...), had a copyright notice at the bottom saying Tiscali UK Limited t/a TalkTalk.

Tiscali was bought by TalkTalk Group, and three Tiscali companies still exist.

I examined the corporate structure at the time the old copyright notice was visible. It was complex but not hugely so. That copyright notice was correct - the TalkTalk broadband/phone service was "owned" and run by Tiscali, but which was in turn owned by TalkTalk Group. (Simples - not!).

A look around for a few minutes just now shows the structure has changed since then and without researching for longer than I intend to do that's as far as I can go. All pages I have looked at now say Copyright TalkTalk 2014.

Hello,

Thanks to MIkebear, Benjanyan and Molehusbandfor the feedback, pleased to hear all went well this afternoon. Please don't hesitate to get in touch with myself or the team if you have any questions or queries.

I'm in it for the long haul in terms of the forum, I will be joined by other members of the team post migrations.

We've had some feedback regarding the music on hold which I'll act upon.
The next important update will be the myaccount portal features for line profile changes due to be reactivated on 1st February. Any other suggestions on what we could include would be appreciated, please drop me a PM.

Enjoy the rest of the day,

Paul

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.

Not everbody, myself included, has a phone package where they can sit on the phone listening to musak without cost. For instance my friend, who doesn't have a call package, recently called a help line and his 'local call' on his mobile cost 30p a minute. The last time I called my insurance provider it cost me a fortune too as I don't have an inclusive package. I don't recall saying I refused to put in a ticket either but thanks for the 'plain stupid and arrogant' label, very kind of you. Of course things go wrong but when it's the fault of a company why should the customer have to pay for a call to sort it out? That goes for businesses in general not just Coms.

Thanks for putting me wise re Tiscali however, from what I read at the time I thought they had bought out TalkTalk as I said, however my comments about my own experience with Tiscali stand even if some find that amusing.

I have also supported small ISPs and while not happy with being moved to a different supplier, in common with a good many former ADSL24 users, I said that I would wait and see which is what I'm doing.

Hello RS200

Please drop me your line details and/or username in a PM and I'll make sure you get a call back this morning.

Thanks,
Paul

In reply to a post by PaulComs:

...you can log a ticket by sending an email to [email protected].

No you can't:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

[email protected]
SMTP error from remote mail server after RCPT TO:<[email protected]>:
host coms.com.s200a1.psmtp

Hi Colin,

PM sent and thanks again for bringing to my attention.

Please use the following for now: [email protected]

Paul

Hello everyone, how do I know that the migration is complete?

Does it show as a service change in the old ADSL24 control panel (Fibre 50 -> coms product name) or can I tell from the network?

1 1 ms 1 ms 1 myrouter
2 359 ms 358 ms 358 ms 62.72.148.135
3 140 ms 137 ms 119 ms 62.72.137.197
4 150 ms 152 ms 152 ms 62.72.137.197
5 168 ms 171 ms 181 ms be1.cr10.ts1.bb.daisyplc.net [62.72.137.9]
etc

(I'm using the BT fibre service)

Thanks

I don't think Coms are using Daisy, but it could be a backhaul job like the enta one. We'd need to se a full tracert reckon.

Well after contacting support my speed went back to normal (I was previously ADSL+ 24 MB Premium LLU (via Be) and now it seems I'm getting 250-270 kb/s rather than the usual 1.2 mb/s. Certainly not what I'm paying for.

My migration went fine, in fact I didn't even realise I had switched over. Mine though was TTB to TTB. I wonder if the people that have had problems are related to the service from one particular adsl24 supplier?

For those of you worried about being switched onto the TTb network - which I was originally last year. From personal (and reading other threads etc) experience, it is a very resilient network that seems to cope well with capacity/usage. Our traffic is totally seperate and managed by coms, as far as we are concerned TTB has no real bearing or relation to us. So if if their network is congested it doesn't affect us.
Hope this helps, I'm not suggesting by the way, that there won't be some who have issues, there is bound to be.

Woody

I was the same as you Woody. When ADSL24 said that I would be moving onto a TT LLU connection I almost ran to the hills. But, at the time, I was stuck on BT 20CN with ancient BT DSLAMs and the punishing IP profile system. I wanted out of that so gave the TTB LLU a try. Never looked back!

Hi everyone,

Experiencing like many very bad performance since the migration from ADSL24 LLU CW to Coms.

I have contacted customer support yesterday, they said there was a profile mismatch and changed the profile to 6db, but while my ping improved initially, performance remained slow for a while, and now has dropped to almost nothing (a few kb/s down!). I can't even take a speedtest...

I have sent a PM to Paul, I hope this is going to be sorted very quickly.

Maybe it will sort itself out. My own download speed has been all over the place dropping to less that a fifth of normal at one stage but currently about 10% less than it was before changeover last week.

Flame away

Edited by deleted (Sat 01-Feb-14 08:08:43)

Not been a great start for me either. Downstream has dropped by a third and upstream speed has halved since being moved to Coms. Not quite the 'upgraded service' promised by the letter they sent me after I'd been moved a week ago.

Check your router stats, you have probably been put on a 12dB SNR target profile like I was, One e-mail to support asking them for my usual 6dB profile was all it took.

Though, if all goes well, we are supposed to be able to adjust such settings ourselves from today onwards.

In reply to a post by manni01:

Hi everyone,

Experiencing like many very bad performance since the migration from ADSL24 LLU CW to Coms.

I have contacted customer support yesterday, they said there was a profile mismatch and changed the profile to 6db, but while my ping improved initially, performance remained slow for a while, and now has dropped to almost nothing (a few kb/s down!). I can't even take a speedtest...

I have sent a PM to Paul, I hope this is going to be sorted very quickly.

Just to say that as my download speed was still 0.03Mb/s this morning, I switched both router and modem off for about 10mn to force a resync.

After the reboot, my download speed went back up to 12Mb/s, which is what it was before the switch.
My upload speed is still very low at .6Mb/s. I used to have around 1Mb/s before the switch to LLU, and 0.8Mb/s after the switch. I hope it will stay stable, and improve over the next few days, as .60Mb/s is too slow to be useful. I'm close to the exchange (a few hundred meters) so there is no reason for such low speed.

I already called and had my snr reset to 6 db but my speed is bouncing around from around 300 Kb/s down to 44 Kb/s. I think I've time traveled back 10 years and I'm on dial up again

My download speed was upwards of 750KB/s at 8am today.
Fast forward 4 hours I'm achieving 400-500KB/s.

The network obviously can't cope with the traffic.

All this when I was assured by Coms that the service wasn't going to change.

In reply to a post by VWGolfman:

My download speed was upwards of 750KB/s at 8am today.
Fast forward 4 hours I'm achieving 400-500KB/s.

The network obviously can't cope with the traffic.

All this when I was assured by Coms that the service wasn't going to change.

Did you try switching router/modem off for at least 10mn to force a resync? It worked for me.

Hi VWGolfman

Please do call the team who can check your profile, if it hasn't been checked since the migration and you are experiencing problems the most likely cause is that a quick reset of the profile will be required.

Thanks for your comment on our network and capacity management however your statement is inaccurate and possibly misleading. I would like to clarify that today is not a peak time for traffic on the network, capacity is certainly not an issue.

The support team are there 24/7 on 01457 600024

Thanks,
Paul

Hi Kitkat102,

If you haven't already I'd recommend a 2 minute call into he support team who can check your profile.
01457 600024

Thanks,
Paul

Seems like the line profile option in the My Account page is still not working, still giving the same error.
Internal error: Failed to process connection profile 12-82 settings for service 223178.

At want point is this going to be available again? I'm on the adsl24 Premium Home package and would like to use the options I'm paying for please

On the plus side it looks like the ticket system is working.

Edited by deleted (Sat 01-Feb-14 15:06:17)

Hi Paul,

Thank you for your personal attention on this.
I have sent you a Private Message with my details.

I would gladly report back here with positive news if this is forthcoming.

Thank you once again.

Hi BodCod

Ticketing and usage will be available by Monday if not before for those customers who have been migrated.
The line profile tools will start to appear later next week.
In the meantime whilst this free element of managing profiles in the myaccount portal is going through final testing any changes can be made by contacting the team by raising a ticket in myaccount, calling on 01457 600024 or emailing [email protected]

Pleased to hear that the line profile tools are seen as added value to customers. Its important that when they are released that they work, until we are happy that testing has been successful then there may be delay in releasing some features.

Thanks,
Paul

I have turned off my router several times but nothing has changed. I just banged off an email requesting my mac code. I can get fibre here for £4 a month less than I'm paying now. I was just kind of loyal to ADSL24 having been with them for 5 years and since I went LLU the service was solid.

(New account, as it's been about 10 years since I've had to post here..)

I to am having quite a few speed issues since migration.

Initially, like others, my line profile had to be adjusted. Credit to Coms support, they did this very quickly, and I was back on a 6db profile. My down sync is pretty much as it was on ADSL24 (~12mbps) but my upload is about half.. I used to be able to sync at about 1.1mbps up, now it's ~700kbps.

Despite the increased sync speeds though downloads still seem slow. iPlayer is buffering quite a bit, My XB360 has been on for about an hour trying to download this months free game and it's only done 2% (of a just over 3GB download), and speed tests are fluctuating anywhere from 200kbps to 600kbps.

I'm not really sure what I or Coms could do about this, the only thing I can think of (and I think this is grasping at straws) might be that my MTU needs adjusting since the migration? I'm on a Billion 7800N.

Anyway, I'll give it a bit of time to see how it pans out, but I'm seriously considering moving to Fibre. (The only thing putting me off is that my router and all my equipment is nowhere near my master socket, it's currently running from a BT fitted extension in a room upstairs. I hear that may be an issue with FTTC).

q

Well I was with ADSL24 for 4 years and I had very few problems and any I did have were resolved very quickly. Coms has been in the door about five minutes and my speed which isn't great at the best of times has drop to 1mg. I asked for my MAC code this afternoon and plan getting out pdq. I knew that when ADSL24 was taken over by Coms the good times were over and as the other guy said RIP ADSL24

The Billion 7800N is a good router.

I am on the verge of jumping ship as it is obvious that many of the speed issues I am reading about will not be resolved and that this will be the future.

This evening I am getting no faster than 1 to 2 Mbps from a sync of 8 Mbps or so.
Resetting or adjusting my profile will not help in the slightest although this appears to be the only help offered,

For a period today my connection did achieve the kind of speed I would expect from it (~900KB/s) but even during that period Usenet access was throttled down to approx. 200 - 300 KB/s.

Obviously I experienced none of the issues I currently am whilst being routed through ADSL24's chosen network.

Edited by VWGolfman (Sat 01-Feb-14 21:15:21)

Yes the problem for me is I do not know where I am being routed through, previously LLU via Be (which is now Sky)

In reply to a post by qbiecom:

.... might be that my MTU needs adjusting since the migration?

I use 1432 on my ADSL24/Coms TTB LLU, whether that is correct or not I don't know

It has been noticeably slower today / this evening.

I have been popping in this forum to see if anyone else mentioned it, thinking it must have been just me.

Sync is the usual, however, so it's not a line profile issue (I got it reset back to 6dB which it was since day 1 with ADSL24. Coms set it to 12dB for an unknown reason)

In reply to a post by HungryPanda:

Yes the problem for me is I do not know where I am being routed through, previously LLU via Be (which is now Sky)

Just do a traceroute to an IP and look at the route it is using.

I was with LLU via Be but unfortunately it now appears I'm back with Enta. Thought we'd got rid of them years ago.

In reply to a post by Gari:

It has been noticeably slower today / this evening.

I have been popping in this forum to see if anyone else mentioned it, thinking it must have been just me.

Sync is the usual, however, so it's not a line profile issue (I got it reset back to 6dB which it was since day 1 with ADSL24. Coms set it to 12dB for an unknown reason)

Same. Been having a pretty poor day as well.

Speedtest results are all over the place. Using downloading a game from Steam as a test my connection is struggling to achieve 1 meg, prior to this Steam downloads hit 2.0 -2.2 meg. I phoned coms and my profile has been resolved this evening. I am currently synched at 22k, yet I'm struggling to achieve 1 meg downloads.

Like others have said I will give the service time to bed down, but if these performance issues increase then I will migrate. I have my eyes on Xilo.net.

In reply to a post by DooGie:

I was with LLU via Be but unfortunately it now appears I'm back with Enta. Thought we'd got rid of them years ago.

Yeah, good old Enta. Since the migration I've been getting huge packet loss, all of which, from what I can tell, seems to be happening within the Enta network. 700ms ping times make gaming less than a joy.

If it hasn't settled down by the end of next week I guess I'll be joining the queue for a MAC.

Also finding it slow tonight. I used wget to download the 20MB test file from TB and got around 100-250KB/s.

I also can confirm my parent's connection (150 miles away) is behaving identically. Interestingly, their TalkTalk connection (yes, two connections) is working normally at around 600KB/s on the same test.

Benjanyan that is interesting.

My Parent's connection which I pay for and use when I visit them was also with ADSL24.

I am there next Sunday and if I find similar symptoms then that will be two lines I shall migrate away.

That's it,[censored] for a week now I've been tolerant until now because of possible changeover problems.I think it's despicable to trade on ADSL24's good name and send out letters saying "we'll improve the service" no you won't.I've been voiciferous about recommending ADSL24 for years now,I'll be equally vociferous in putting off all I can from Coms.com.

I'm getting sub 1Mb/s speeds on the x1 TBB speedtest. On the x6 test I'm getting 4-5Mb/s. What does that mean? Sync is almost 6000k.

Router shows syncing at over 16KBps SNR as 6 but my download speed is all over the place. It's currently less than half what it should be at midnight 45 and has been drifting about wildly all day again. At one time it was down to dial up speed. Maybe we're all sharing a piece of wet string...

Looks like I'm not alone

In reply to a post by My_brain_hurts:

Looks like I'm not alone

Yeah a few have mentioned that they are having problems, today. I'm glad I'm not alone.
I've switched over to a sky ADSL connection for tonight which is fine. I was getting packet loss together with the slow speeds on my Coms connection.

Hi Pascal99,

Same here.

I have the "Complete 50" package (phone and broadband). I don't know which LLU provider ADSL24 had me on but understand now that I am with TalkTalk?
TalkTalk. I mean, that's enough to put anybody off anyway.
...and there we are the proof of the pudding is in the eating.
1Mb speed from a line synced at 8Mb.
...and Usenet downloads throttled or shaped to death. Call it what you will.

This morning speed is back to normal but as people come online I expect yesterday's pattern to repeat and speeds will drop off. The network obviously cannot cope with the traffic.

All this when the Coms told us that nothing will change and the service will be exactly the same.
Well, it obviously isn't.

Would you happen to know which LLU provider I would've been on with ADSL24?

In reply to a post by RobertoS:

I don't think Coms are using Daisy, but it could be a backhaul job like the enta one. We'd need to se a full tracert reckon.

Here is full trace to the BBC.

Tracing route to www.bbc.net.uk [212.58.246.94]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms myrouter
2 205 ms 198 ms 199 ms 62.72.148.135
3 197 ms 203 ms 194 ms 62.72.137.197
4 203 ms 200 ms 204 ms 62.72.137.197
5 96 ms 94 ms 90 ms te0-1-0-0.cr02.ts1.bb.daisyplc.net [62.72.137.12
2]
6 27 ms 26 ms 26 ms pipex-te4-3-503.thdo.bbc.co.uk [62.72.139.66]
7 * * * Request timed out.
8 88 ms 78 ms 46 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
9 233 ms 216 ms 103 ms 132.185.255.165
10 27 ms 28 ms 27 ms bbc-vip015.cwwtf.bbc.co.uk [212.58.246.94]

Trace complete.

In reply to a post by VWGolfman:

Hi Pascal99,

Same here.

I have the "Complete 50" package (phone and broadband). I don't know which LLU provider ADSL24 had me on but understand now that I am with TalkTalk?
TalkTalk. I mean, that's enough to put anybody off anyway.
...and there we are the proof of the pudding is in the eating.
1Mb speed from a line synced at 8Mb.
...and Usenet downloads throttled or shaped to death. Call it what you will.

This morning speed is back to normal but as people come online I expect yesterday's pattern to repeat and speeds will drop off. The network obviously cannot cope with the traffic.

All this when the Coms told us that nothing will change and the service will be exactly the same.
Well, it obviously isn't.

Would you happen to know which LLU provider I would've been on with ADSL24?

Hi there

this is my first post here as I have been getting a few teething problems too. I'm exactly on the same package as you - phone and Broadband Complete 50 which is LLU based. I always thought it was C&W but it seems my exchange only does Talk Talk or Sky on LLU so I presume I am on TT?? I'd like to know too exactly what provider I was on and what I'm on now.

I don't understand all the sync talk and adjusting profiles etc but certainly yesterday I was getting lots of buffering on standard def iplayer which was annoying. I did a speed test and the results were disappointing - between 2.5mbs to 3.5mbs downloads and 0.6 upload. On ADSL24 I always got 6.4 download/0.75 upload speeds.

However, I decided to do a simple reset of the router - just unplugging for 10 mins and I'm now, this morning getting 7.5 downloads which is a lot more than I used to get!?!? My uploads are slightly up at 0.84 too. And this is from an exchange 2.5 miles away so I'm quite happy at the moment! I actually didn't reboot by router on migration day as it all went through without needing to, but now I've rebooted, I'm getting much faster speeds.

I will keep watch on the speeds for a few days, but back to your original question, I would also like to know who provided my LLU and who does now.

I believe it's TalkTalk LLU as it's always been for complete 50ers. It's the network beyond that which has changed. It was previously Daisy (used to be Murphx). I think Paul said it's TTB (TalkTalk Business?) now.

I really don't think profiles are the issue with complete 50. Unlike the others, our telephone lines haven't been touched. Correct me if I'm wrong, someone.

Kudos to coms as I emailed yesterday requesting my MAC code and I got it in an email this morning. I'm off on the 12th. So it's goodbye and thanks for all the fish

I have just called ADSL24/Coms support and they told me that I was on Merlin's network and that I am now routed through TalkTalk.
I am on the Complete 50 package.

I have not heard of Merlin before.

What is interesting is that a tracert indicates that my broadband traffic is not going via TalkTalk. I pointed this out to them and they are going to look into it and get back to me.
I shall return to post their response.

HERE is what my line is doing through the day.

Hey guys,

ADSL24/Coms support tell me that their system indicates I am routed through TalkTalk but a tracert indicates that my traffic is going through Entanet once again.

I am seeing a pattern in download speed.
My line is stable and syncs at just over 8Mb.
In the mornings no problems.
As the morning wears on, usenet slows down, http remains steady.
By the evening usenet and http are at a crawl and by that I mean 1 or 2 Mb.

Not good enough.

Where should I look to migrate to then chaps?
I'm looking for 50GB/mo minimum.
Phone and broadband if possible. Don't use the landline but need one for broadband.

I've just done a tracert and it too says I'm using enta. I was on the Complete 50 phone and broadband too. I can understand ISPs throttling usenet and p2p (although Coms say they don't) but yesterday I was having awful stuttering problems with basic iplayer!

I've just done another speed test and I've speeded up again, so at the moment I'm not complaining. I'd just like to know where my broadband is routed really.

After I complained yesterday my speed miraculously jumped to "13319 Kbps" and remained around there for a while but now I am registering "2303 Kbps" and sometimes a lot less. I was informed via the ticket system that
"your account its running on right profile" whatever that means. However if things don't improve today then as I already have my MAC code (received yesterday) I'm off to Zen who, I am told has great customer service and no bull. They might be more expensive but what price sanity

In reply to a post by caley:

However if things don't improve today then as I already have my MAC code (received yesterday) I'm off to Zen who, I am told has great customer service and no bull. They might be more expensive but what price sanity

Have you considered Plusnet. You don't have to take their phone line rental, though they do charge a bit more then. Still cheaper than Zen I would expect for any serious volumes.

Incidentally, although Zen phone by itself is cheap, as soon as you bundle it with broadband it seems to be about the same as anyone else?

In reply to a post by VWGolfman:

I have just called ADSL24/Coms support and they told me that I was on Merlin's network and that I am now routed through TalkTalk.
I am on the Complete 50 package.

I have not heard of Merlin before.

What is interesting is that a tracert indicates that my broadband traffic is not going via TalkTalk. I pointed this out to them and they are going to look into it and get back to me.
I shall return to post their response.

HERE is what my line is doing through the day.

I've not heard of Merlin either.

The IP traffic is tunnelled so that part of the network is invisible to traceroute. There's probably a lot of stuff in that 30ms gap in your tracert.
http://forums.thinkbroadband.com/otherisp/t/4298836-...

Comparing the TalkTalk connection I have access to, that doesn't show Entanet on traceroutes.

Hi caley,

May I ask how you requested your MAC and how does the winning ISP process it when I have both broadband and phone through my current provider as a package?

Many thanks.

In reply to a post by Benjanyan:

The IP traffic is tunnelled so that part of the network is invisible to traceroute. There's probably a lot of stuff in that 30ms gap in your tracert.

Possibly misleading information there.

A tracert does what it says. Any ping within it greater than the one at the destination simply means the relevant router had better things to do than respond to low priority things like pings. Similarly with timeouts so long as values are shown later in the trace. A prime example in this thread.

A high value for an intermediate hop that is exceeded by all later hops does mean there is an issue there.

The 33ms first hop (to a Coms router) is a bit high, but not exhorbitant.

Edited by RobertoS (Sun 02-Feb-14 14:42:58)

Hi VWGolfman I just emailed [email protected] requesting my MAC code and received it the very next day. I signed up with plusnet and entered the MAC code in a box when signing up.

Edited by deleted (Sun 02-Feb-14 14:44:56)

Was that a broadband only signup to Plusnet, or broadband and phone?

If it was phone as well, you need to make sure they don't disconnect it soon after you migrate out. Plusnet normally move the broadband as soon as possible, but the phone (by Ofcom regulation) cannot be moved in less than a fortnight.

Alternatively contact Plusnet and tell them you want a Simultaneous transfer. That would mean the broadband waiting until the phone could be moved.

I just went with fibre broadband and it will be done on the 12th February, If you take the phone also it supposedly takes two weeks. I am happy with my phone service as I have unlimited international calls.

I am also having issues since the move to Coms. I was on ADSL24's Complete 50 Plus product via TTB and was very happy with this product.

Since the move I have had major issues. Speeds are terrible at worst, variable at best - about 50% of my downloads are failing. Running a traceroute indicates I am on the dreaded Entanet network. Looks to me like there is traffic shaping being used on non-HTTP traffic.

I have raised a ticket and to be fair to Coms they responded within 12 hours and have reset my line profile. However, this was made no difference. I will give Coms until the end of next week then I will be requesting my MAC code.

In reply to a post by RobertoS:

Possibly misleading information there.

A tracert does what it says. Any ping within it greater than the one at the destination simply means the relevant router had better things to do than respond to low priority things like pings. Similarly with timeouts so long as values are shown later in the trace. A prime example in this thread.

A high value for an intermediate hop that is exceeded by all later hops does mean there is an issue there.

The 33ms first hop (to a Coms router) is a bit high, but not exhorbitant.

I agree. I meant invisible as in you don't see the hops for it but, as you say, you do indeed see the latency it incurs. Although I'd prefer to check further with pathping in the case you linked to.

Woke up this morning and carried out a few tests and was happy to see the serious speed issues I have been facing were gone.

Unfortunately I have just returned home, and they have returned. Just sent my email for my MAC code.

Perhaps someone could clarify the notice period required for termination. I pay by Direct Debit monthly, and I understand with ADSL it was a 30 day rolling contract. Say I swap over to my new ISP this month does this mean I would need to pay Coms/ADSL24 I full month at the beginning of March? Or does the 30 days start now since I have sent my email requesting my MAC, and notifying them of my decision to terminate my service?

Thanks in advance

PS...Anyone had experience with Xilo Broadband? I'm wary of going to a large ISP such as Plusnet.

In reply to a post by dmsuk:

PS...Anyone had experience with Xilo Broadband? I'm wary of going to a large ISP such as Plusnet.

I was on their Pro LLU unmetered (TTB) for a few months before taking one of their Fibre products.
Also have a line with Plusnet at the moment.

What would you like to know?

My router is syncing at a decent speed, if not quite as fast as it did under ADSL24.

But real-world speeds are... [censored].

Transferring files from an Azure virtual machine used to max out my download speed, at around 1.4MB/s. Now, I get 250K/s if I am lucky.

WIth ADSL24 I never had any issues with iPlayer, 4OD etc. Last night, I couldn't use either, as there was buffering every few seconds.

A tracert reveals I am now on the dodgy Entanet network. Wonderful.

I've was an ADSL24 customer for more than 8 years, and rarely had any cause to complain. But this... is not good enough.

In reply to a post by gmoorc:

In reply to a post by dmsuk:

PS...Anyone had experience with Xilo Broadband? I'm wary of going to a large ISP such as Plusnet.

I was on their Pro LLU unmetered (TTB) for a few months before taking one of their Fibre products.
Also have a line with Plusnet at the moment.

What would you like to know?

Hi

I'm looking at their Pro LLU unmetered (TTB) package just now. Just wondering if you experienced any serious stability or speed issues? So far the comments I have read online are positive, but I thought a quick post here would do no harm.

My exchange is apparently to be upgraded to Fibre during 2014 so I don't really want to enter into a 12-18m contract.

Your thoughts on Xilo would be much appreciated. I've just received my MAC code from Coms.

Hi Paul

Been out of the country all week. So far the 'my details' page has my old adsl24 ip and package. This not been updated yet?

In reply to a post by bobble_bob:

Hi Paul

Been out of the country all week. So far the 'my details' page has my old adsl24 ip and package. This not been updated yet?

Mine too! Oh dear....

I didn't really think about Plusnet because I'm sure it's a BT company and I am no fan of BT but I'll have a look over their website. I only have my broadband with Coms (ADSL24) and I'm so glad I don't have the complete package as it would make it very difficult to change I think. My phone is with IDNET.
I'm not too fussy about how much I pay it's the service I get that counts and Zen is supposed to have an excellent customer service.
For the information of others. I have sent in 2 tickets to Coms (ADSL24) today and have as yet had no response. Never ever had that with ADSL24, they always answered the same day I sent the ticket even if it was a weekend. ADSL24 were always on the ball with phone calls and tickets so seems things have changed although we were promised they wouldn't.

Apart from 1 brief occasion on fibre, as far as I can tell, I've always had full line speed at all times of the day and for all protocols that I use on both adsl and fibre.

Latency has also always been good with no jumps or 'noise'. Tested by two teenage gamers I use as 24h quality controllers

All of that obviously depends on the quality of your connection to the exchange but as far as their network is concerned all has been good for me.

The fibre slowdown was due to a BT host link failure which was resolved in around 48 hours.
I had a ticket response for that problem in 2 minutes with some meaningful feedback, not just an acknowledgement! I assume they were already aware and on the case.
I generally get a response within the hour for support tickets.

Response is generally from Matt, so equivalent of immediate 3rd line support !

Sales enquiries in my experience take a little longer but generally within a day at worst.

They've had some bad press recently on not being able to get through to them by phone.
They seem to prefer communication by ticket but when I called sales just before Christmas I got straight through.

Just so you are aware, with the TTB based product your upload will be limited to around 1024kbps rather than a possible 1200-1300kbps sync on a BT product.
That's a sync limit imposed by TTB and not Xilo.

Hello VWGolfman.

I phoned them and asked for my MAC yesterday and received it within 20 minutes by email. I can't really answer your question on having a broadband and phone package as I only have my broadband with Coms (ADSL24), but you should ask the question again in this forum as there are many more knowledgeable forum members in here than me. There has to be a set process for a switch and I presume that it would be very similar to or the same as the MAC code system.

Regards.

My story is much the same. After a phone call, my sync speed is back up, but my download speed is still a pathetic 220kB - around 10% of my usual speed. Enta appears in my trace too.

I have already had a look around and Zen seems to be favourite so far.

@ dmsuk - I'm on Xilo's TTB Pro unmetered, Connection is stable throughout the day all week, streaming iPlayer HD etc no issues at all. The upload speed isn't the best with a stated max of 1Mbps and I sync at 0.7 but I haven't found that to be an issue, even with online gaming.
Just done the below test over wifi http://www.thinkbroadband.com/speedtest/results.html...

Edited by deleted (Sun 02-Feb-14 18:49:29)

Unfortunately I'm back to less than 2Mb/s, can't stream any video for more than 10s. No reply to my ticket since Thursday, and the phone support doesn't reply (I waited 5-10mn then gave up.

I have requested my MAC code and will leave if this isn't solved within 48 hours.

Hi

Thanks for the replies concerning Xilo. My main purpose of my net is to playing online games, and streaming media. I live under 1km from my exchange and never experienced any line issues so their service sounds ideal.

I have now completed the transaction to Migrate over to them from ADSL24. Received an email earlier informing me the expected date for the move is Tuesday 11th.

Thanks again guys.

See my above post, your help is much appreciated.

I've just discovered this thread, but it appears to be depressingly familiar with my experience. On Wednesday 22nd I got the migration email, telling me I was going to be switched over the following day. In practice, it didn't happen until the Friday, at 12pm. The switchover went perfectly well, with only a minimal loss of service when I rebooted the modem with the new static IP config.

Since then, things have gone pear-shaped. I used to have a rock-solid ADSL2+ sync of around 16700kbps down and around 1000kps up. On Friday (i.e. two days ago), the line dropped, and since then it refuses to sync at anything more than 12100kbps or so, with a SNR of 12dB. When I used to have the fast sync, I used to saturate my connection downloading BBC iPlayer programmes (WMV format) to view on my media PC, and these would download at around 14Mbps or so. I'd get the same result from speed tests.

Since Friday, BBC iPlayer stuff downloads at... 600kbps, and no faster. Other downloads (such as program updates) download much slower than that. It's like going back in time, only for the worse. The Ookla speedtest comes in at nothing more than 2Mbps, whereas I used to get 14Mbps under ADSL24. In general, I'm down to a 1/7th of the speed I used to have.

I've just done a traceroute to BBC:

traceroute: Warning: www.bbc.co.uk has multiple addresses; using 212.58.246.94
traceroute to www.bbc.net.uk (212.58.246.94), 64 hops max, 72 byte packets
1 162 (mymodem) 0.780 ms 0.550 ms 0.580 ms
2 109.224.191.52 (109.224.191.52) 15.919 ms 15.641 ms 15.576 ms
3 188-39-118-70.static.enta.net (188.39.118.70) 16.312 ms 15.844 ms 15.675 ms
4 gi4-21.equinix.core.enta.net (188.39.118.69) 15.942 ms 16.791 ms 15.800 ms
5 te5-3.telehouse-east2.core.enta.net (188.39.127.10) 16.974 ms 16.551 ms 16.891 ms
6 te4-4.telehouse-east.core.enta.net (188.39.127.75) 16.787 ms 16.459 ms 16.700 ms
7 bbc-linx.pr01.thdow.bbc.co.uk (195.66.224.103) 18.466 ms 18.074 ms 17.650 ms
8 * * *
9 ae0.er01.cwwtf.bbc.co.uk (132.185.254.93) 18.085 ms 19.903 ms 19.917 ms
10 132.185.255.165 (132.185.255.165) 18.744 ms 18.131 ms 18.494 ms
11 bbc-vip015.cwwtf.bbc.co.uk (212.58.246.94) 17.305 ms 17.718 ms 17.375 ms

Richard

Hello

Wow I take one day off and look what happens....

There are a number of questions that need answering, some wild assumptions and some love and attention required. A couple of quick responses:

Faults
If you have a fault issue then please raise a ticket in the first instance. These forums are great so sharing information but are not a very good ticketing system.

MyAccount
Usage, ticketing and billing will be available from today for those customers that have migrated over the past 3 weeks. Line settings & features will start to follow later this week when testing has been completed.

Speed Issues over the weekend
Clearly an issue for quite a few people, I'll find out what happened with the NOC team, why and what we will do about it.

MAC codes/Threats
It is an individual choice regarding which provider you use, we are reasonable people who are running a business. There are no personal vendettas and nor does anyone go to work on a said day to do a bad job. I'm saddened by the lack of perspective shown by some comments however it my job to find the silver lining.
Most of the problems and issues reported can be solved but it does need communication both ways.
Life is too short to get upset about a broadband connection and if it all gets a bit much much them please do request a MAC, we can shake hands and walk away.

I'll get back later today with an update,

Paul

Edited by deleted (Mon 03-Feb-14 08:03:02)

Wonder of wonders this morning my connection is getting back to it's ADSL24 speeds (and momentarily above the 16Mbs the woman on Coms support line definitively told me was a hard limit).I'm prepared to give a little more time for Coms to get their act together but have two alternatives lined up if it turns out the way I suspect it will.Frankly I'm not bothered about the extra cost per month as long as I have a robust highish speed service.

So this slowdown only happened at the weekend? Sounds like capacity issues as the weekend is when most will be online and using their connection

Hello Paul.

It's all very well saying you are reasonable people and running a business, so am I but if I offered my customers the lack of substance and communication your company offered folk on this forum and no doubt further afield, I wouldn't have any customers. I pay you for a service which I have not been receiving this past few days and where is the company who is supposed to sort this mess, closed for the weekend. To hark back to what I said before, this would never have been allowed to fester so long when ADSL24 were in the driving seat so you can't expect everyone to be nice and docile when you come back after having 2 days off.
I have sent in 3 tickets since Saturday and the last 2 have had no response at all. Life is too short to get upset, granted, but try telling that to my customers who want a website updated or a website that is down and I can't get on to sort it.

No Paul try looking at it from our end before you criticise your customers.

Caley

Though my line's still stuck at 12100kbps sync, I'm now able to saturate it by downloading from BBC iPlayer. It's running quite happily at 10.1 Mb/s vice the 200 kb/s I was getting over the weekend. So it does look like a capacity issue somewhere. This never happened under ADSL24. I used to get 14 Mb/s downloads no matter what time of day or night, or and no matter what day of the week either.

Richard

Seems the same for me. Presumably the slowdown will happen at all 'peak' times. Like you, I didn't have these issues with ADSL24 - I got full speed all the time.

I've raised a ticket about this and am waiting to see what Coms will do about it.

In reply to a post by the_gog:

Though my line's still stuck at 12100kbps sync, I'm now able to saturate it by downloading from BBC iPlayer. It's running quite happily at 10.1 Mb/s vice the 200 kb/s I was getting over the weekend. So it does look like a capacity issue somewhere. This never happened under ADSL24. I used to get 14 Mb/s downloads no matter what time of day or night, or and no matter what day of the week either.

Richard

Where did you raise the ticket? On https://adsl24.co.uk/myaccount/ ?

Hoping that coms will add capacity soon. They won't want to loose all adsl24 customers otherwise the takeover was pointless

Yes. I also emailed [email protected] earlier today and sent Paul a PM yesterday.

In reply to a post by the_gog:

Where did you raise the ticket? On https://adsl24.co.uk/myaccount/ ?

Thank you.

...for me the slowdown manifesteds itself as each day wears on.

8Mb sync. Approx 900Kb/s download speed.

Early in the morning, no problems. Full speed.
By 10am usenet speeds dropping off first, http still ok.
By midday, usenet approx 300kB/s, http 500 kB/s.
By the evening both usenet and http down to 200kB/s.

Not good enough!

Hello again.

Just an update on my recent actions. I've now signed up with Zen and feel good about leaving this lot (Coms) behind.
If an employee of Coms can say "what's all the fuss about" or words to that effect, then it's better to vote with your feet. I cannot see any more resources being utilised by Coms but even if they were I wouldn't be staying. This whole episode takes me back to the Enta fiasco a few years ago but ADSL24 put customers first and moved away. I moved from Tiscali to ADSL24 previous to that as a bigger fiasco manifested itself when Talk Talk took Tiscali over. That made the Enta move seem like a party. However I must say I was sorry to lose ADSL24 but my loyalty is now with Zen. Hope the rest of the customers of Coms get their problems solved soon. I wasn't prepared to wait for more patronising spiel from them.

I just got a response to my ticket:

"... unfortunately all our costumer suffered a slow connection over this weekend due to issue with our supplier Core Network. This has been rectified by an engineer..."

As much as I'd like to believe this, I would have thought that the only way to really resolve this is to ditch Entanet - so forgive me for remaining sceptical until I've seen how it performs over the next week or so of 'peak' times