Major Vivaciti outage

Am a Vivaciti user. ADSL disconnected around 2pm today.
Their outsourced technical support dept. advise that Vivaciti were migrating customer lines to new wholesale provider today, failed to issue all customers with new login credentials for the router. Apparently quite a few customers affected, and tech support has been receiving calls all day.

Connecting via 3G, still no sign of matter being resolved, vivaciti forums are down with the following message:

Sorry, the board is unavailable at the moment while we are running some maintenance.

We will be back soon... (We hope

Interestingly I'm unable to sync at all, whereas if it was a credentials issue I'd have expected to get further along the process, and receive specific auth errors. I didn't receive any emails warning of this migration today - not terribly impressed with the lack of notice.

There are no updates from the company either on its website or twitter account.

Is there a Vivaciti rep on this board, and if so may we have an update?

Every customer received an email in advance letting them know that there would be a change and giving the details of the new username and password. It sounds like you have gone through to the Entanet support desk rather than our own support desk, I can see that there are no unanswered support tickets or emails about cannot connect, have you sent one in?

Is Vivaciti still using Daisy? Starting to get the jitters here.

I am on C&W LLU, I have not received an email, so I presume I am not being moved, but like yourself it is worrying, as I am quite happy with my connection and would not want to be moved from C&W LLU.

If I am being moved and have not received the email, I will switch to Xilo, as I know they do the same service, as I enquired recently on someone elses behalf (due to the ADSL24 move to Coms network) and is actually cheaper with Xilo also.

It was only people that we had connecting through the O2 Wholesale network that have had the change as the O2 Wholesale network is being closed down.

In reply to a post by vivacitiuser:

I didn't receive any emails warning of this migration today - not terribly impressed with the lack of notice.

In reply to a post by vivaciti:

Every customer received an email in advance letting them know that there would be a change and giving the details of the new username and password.

While Vivaciti may have arranged to have these emails sent out, the statement that every customer received them is not true. As I stated above, I received no email about this matter. Further, this would appear to contradict what your technical support rep said about receiving calls all day from Vivaciti customers affected by this issue (not having received their new usernames and passwords). Whether one can get through to the Entanet support desk by calling your numbers is not something I would know anything about.

Post deleted by vivacitiuser

Thank you for the clarification.

Can you let us know the ticket number you opened so we can see whats going on for you.

In reply to a post by vivaciti:

Can you let us know the ticket number you opened so we can see whats going on for you.

Well as the line switchover yesterday took out both my voice and data services - I don't even have a dialtone on the landline 'phone - I called in rather than using a ticket system. You've already referred this fault onto BT for me.

It seems that a BT engineer made an error, and as a result this needs to be scheduled as a phone line fault, first available appointment for an engineer next Wednesday morning. A bit of a hassle, but doesn't appear to be Vivaciti at fault.

Just wanted to update the thread with what is happening, thanks.

Edited by deleted (Fri 21-Feb-14 15:52:24)

In reply to a post by vivaciti:

It was only people that we had connecting through the O2 Wholesale network that have had the change as the O2 Wholesale network is being closed down.

this is incorrect
was not on O2 (actually C&W LLU) but got moved yesterday, looks like Daisy for me now

unfortunately speeds ARE UTTERLY DIRE, we are talking 40% drop from pre-change over

I have been a Vivaciti customer for many years but looks like I'll be taking advantage of my 1 month contract soon now

This is NOT incorrect, only O2 connections were moved over no others at all, I can only assume you was on O2 tail. What are your line stats? it may be that yours went onto a 12db SNR, this happened to quite a few connections and the support guys have been busy getting the profiles reset back to 6 or 9 db depending on what they need.
Raise a support ticket and we can get yours changed for you.

Is there a reason they got reset to 12db as this happened on coms with many users after the migration

Edited by bobble_bob (Fri 21-Feb-14 17:29:55)

Looks like some exchange equipment defaults to 12db, although its an easy change for us.

Phew.

Hi

I'm a Vivaciti customer, I was on the 02 and got moved yesterday. I had a new snr of 13.5 after the changeover. It has been reset to 7.00 which is fine. Whilst the download speed is now where it was before the upload is poor because the package is now 1MB up instead of the old 1.3MB. This comes despite the original change to network service email stating "There is no change to the package you are currently on".

Whilst Vivaciti acted very quick on getting the snr changed the upload speed issue is a major one and having just had a look around at alternatives it seems there is very little choice out there. Is having a 1.3MB up speed too much to ask for, it seems that it is. Download speeds always seem to hog the headlines, up speeds are like some poor relation. I may add that up to this point I've always been pleased with Vivaciti, seems like their hands are tied and nothing can be done. I'm just not interested in the likes of Talk Talk, BT and Sky, you cant even get Sky without having a phone line package as well.

Edited by andi47 (Fri 21-Feb-14 19:25:14)

In reply to a post by vivaciti:

This is NOT incorrect, only O2 connections were moved over no others at all

OK so as a Vivaciti customer since at least 2007 I'm obviously lying through my teeth, thanks for that

I was on Entanet and now on Daisy but I can't prove it now, however this looks to me like a badly planned (rushed?) change, poorly communicated without any clear back out plan

a stable CONNECTION matters to me more than anything else - hence I will never tie in under contract, it is previous ISP experiences that have taught me this lesson

the good news is that they are slamming fibre cabinets in all around here so by summer I'll have alternatives (other than the idiots at Virgin) as it seems that Vivaciti have lost their key differentiation, maybe they are too big nowadays to care?

Isn't that a bit strong? He isn't saying you haven't got a problem. He isn't saying you are lying through your teeth. He's saying that only O2 DSLAM connections were moved.

There are two probabilities.

1) You were mistaken about your connection being on C & W.
2) Someone has messed up specifically with your account and you have been moved when you shouldn't have been.

Have you raised a ticket as requested, and has there been a response?

What has Entanet got to do with it?

I am sorry you are not happy, this was not rushed, if you log into your client area you can see the communications that was sent, have you got an old email address, and have you checked your spam folder?

There is no backout plan as your exchange service was connected through O2 wholesale and as you will know from others on here and from the forum news itself the O2 Wholesale network is being closed down and there is nothing anyone can do to stop this.

No one is saying you are lying at all you are just mistaken, if your username realm before the change was an LLU service and was @vivacity.com then that was through O2 Wholesale.

In reply to a post by RobertoS:

What has Entanet got to do with it?

Their network was used by vivaciti and other isp's to deliver o2wholesale services they where one of the 02 wholesalers like daisy was too, The OP will of noticed that they no longer are connecting to one of enta's LNS 's if they have done a tracert since they think their service was changed

Edited by tommy45 (Sat 22-Feb-14 16:08:04)

In reply to a post by RobertoS:

Isn't that a bit strong? He isn't saying you haven't got a problem. He isn't saying you are lying through your teeth. He's saying that only O2 DSLAM connections were moved.

no he stated that I was wrong without knowing the facts

1) You were mistaken about your connection being on C & W.

unlikely as C&W is my voice provider and that's still working OK

2) Someone has messed up specifically with your account and you have been moved when you shouldn't have been.

then it can be moved back

Have you raised a ticket as requested, and has there been a response?

yes from some "organisation called "J and V Data Services Ltd " whoever they are????
anyway they claim that that they can't see my line stats, doesn't hold out much hope does it?

shame after so many years but this has all the hallmarks of a unplanned / rushed change (you know without good change control, risk mitigation, back out plans . . . things I know all about)

as I said stability is my prime concern so this begins to look like a migration will be required for me, not good after many happy years as a customer

A quick google reveals

J and V Data Services Ltd T/A Vivaciti

Rented backhaul is not the same as "being with".

Who are J and V Data Services Ltd. Vivaciti aquired?

About J V Data Services Limited
J V Data Services Limited was set up on 15 Feb 2011 in Essex. Its current status is listed as "Dissolved" and it had one director at the time it closed. Its founding director was Mr K**l P***t. J V Data Services Limited has no subsidiaries.

I just opened a ticket to this effect and got a reply within 5 mins saying it is the parent company of Vivaciti and just an admin change, by Karl. So maybe it has been undissolved?

Or maybe part of a tangled web?

You missed out the "&"

Companies House shows

J AND V DATA SERVICES LTD
...Company No. 08555127

Status: Active
Date of Incorporation: 04/06/2013

Ah yes, I somehow flipped to

J V DATA SERVICES LIMITED
Company No. 07530003

Status: Dissolved 06/08/2013
Date of Incorporation: 15/02/2011

I must have been confused

In reply to a post by andi47:

I'm a Vivaciti customer, I was on the 02 and got moved yesterday. I had a new snr of 13.5 after the changeover. It has been reset to 7.00 which is fine. Whilst the download speed is now where it was before the upload is poor because the package is now 1MB up instead of the old 1.3MB...Is having a 1.3MB up speed too much to ask for, it seems that it is. Download speeds always seem to hog the headlines, up speeds are like some poor relation

Yes, I'd become rather used to the 1.3mbps up speed. Now, after the SNR was reset, I'm getting 679kbps, which is better than the 519kbps I was getting before. I'd happily drop a couple of mbps on download to get my old upload speed back, though.

In reply to a post by Cheeseford:

Yes, I'd become rather used to the 1.3mbps up speed. Now, after the SNR was reset, I'm getting 679kbps, which is better than the 519kbps I was getting before. I'd happily drop a couple of mbps on download to get my old upload speed back, though.

Did you move to TTB? If so you can be reassured to know it's not a Vivacity thing, I had exactly the same upload outcome when moving from O2 recently but with a different reseller.
It is a bit frustrating when you know your line can deliver more, though I've not found it to be an issue in practical use.

In reply to a post by Cheeseford:

Yes, I'd become rather used to the 1.3mbps up speed. Now, after the SNR was reset, I'm getting 679kbps, which is better than the 519kbps I was getting before. I'd happily drop a couple of mbps on download to get my old upload speed back, though.

I asked about that, got this reply: Only on an annex M service and this With your current stats I think there is not enough signal there to raise the upstream and would cause the entire connection speeds to drop.

I don't understand the last bit, I had a stable connection with the 1.3MB upstream on the old package, no probs at all apart from what I assume was occasional congestion that knocked my speeds down now and then. Since the changeover my browsing is laboriously slow, akin at times to trawling through treacle when compared to what I had before. Not much to be done about it though, at least the connection seems stable, that's the most positive thing I can say. There's hardly anywhere to migrate to that offers better upstream, better the devil you know and Vivaciti are a decent company.

Annex M works differently to just having a higher upstream on Annex A.

Whilst that may have been fine, Annex M might not be.

Matt