Unable to join Uno, please help!!

Hello all, I'm having a very strange issue whereby Uno are telling me they are unable to offer me a broadband service.

This is the message I get when I enter my landline number.

My current ISP is with Plusnet and I also have my land line with them.

I'm on an 80/20 FTTC connection and am near the end of my 18 month contract.

I've been shopping around and have decided I would like to give my business to Uno.

I would like to join their Fibre+ Pro 80/20 service on the TTB network.

Here's the strange part, up until the middle of last week, Uno's line check completed and I was able to get to the page where you would begin to enter your details such as name, address etc to complete the order.

I didn't complete this at the time as I needed to double check with Plusnet when I was out of contract.

Now however, whenever I enter my number, I'm getting this message.

It doesn't matter if I check my number for ADSL, ADSL2, FTTC via BTW or FTTC via TTB I get the same message.

I have phoned and emailed Uno, and they are unable to tell me why their checker is stating what it does.

When they punch my number into their checker over the phone, according to Uno they use an openreach checker not available to the public and the response is "no products are available due to current line status"

Uno appear to the only ISP unable to provide me a service.

Here are the results of some other checkers, such as BT's DSL checker, BT infinity Checker, TalkTalk Business checker, Zen, AAISP.

As you can see, every other ISP I have checked can offer me a service, and FTTC via TTB is clearly available on my line/exchange as you can see from AAISP's results, and talktalk business own results.

This is the link for my exchange.

I am at my wit's end with this, it just doesn't make any sense, even the mighty Matt from Uno support is unable to tell me why their checker is saying what it does. He basically advised that because it says what it says, they can't offer me a service and they can't really go into it more than that.

Can anyone shed any light on this? I don't know where else to turn, Uno say they can't help me any more

Have you told Plusnet you're leaving, because you shouldn't?

Hi, no I've not told plusnet anything. I am now on a 1 month rolling contract with them.

Not a great start from uno is it? I think in your shoes I would take my business elsewhere.

It's not. They don't seem to want to help either, it's a case of "computer says no"

I just don't get how their checker says I can't get ANY broadband from them.

In reply to a post by rivageeza:

It's not. They don't seem to want to help either, it's a case of "computer says no"

I just don't get how their checker says I can't get ANY broadband from them.

You're not alone, My line uses the BT Wholesale platform for both Phone and FTTC ,there is obviously a bug with their checker, or it isn't able to obtain the correct data
With Pulse8 for Line rental and Zen for FTTC

Edited by tommy45 (Wed 19-Oct-16 21:49:46)

So you get the same thing? Being told they can't offer you a service even though every other ISP can?

I don't know what to do here, their sales team are unwilling to help and I'm sure if I tell them there is a bug in their system I will get laughed at, but what else can I do?!

It HAS to be their checker but they say the use an openreach checker. I don't get why those results would differ from BT's dsl checker

http://forums.thinkbroadband.com/otherisp/t/4500834-...

Looks like Fibre may be not available yet, if above is correct.
Just tried, I can only get ADSL2+. On Fibre enabled line

If you are with Plusnet, then you will have a resold BTW service. In that case, Uno will not be able to supply you with TTB LLU, but should be able to connect you to their SOHO BTW based service.
Folks here may remember I had the same database lookup problem with Uno, where theirs read different from the actual and the lookup of others. In fact, that is still the case https://postimg.org/image/lp9aqph17/ You will see the reasons given don't cover all situations, . In my case, their database does not tally with reality, because I am waiting for my line to transfer next wednesday, or at least that is the reason given me by Uno. I hope then to be able to order Uno BTW based FTTC, though not so confident after reading your post. So it could be simply that you being BTW based is causing confusion when trying to order TTB LLU Talk & Surf. When the lookup is wrong you cannot order. If there is not a line transfer in progress on your line like me, then Uno will tell you to contact your current supplier, requesting they chase OR to sort the database.

Edited by professor973 (Thu 20-Oct-16 00:01:58)

Well i have changed suppliers 3 or 4 times since i first attempted to order bb from xilo/uno i was on ADSL back then on BE retail yet they were still unable to offer their BE wholesale products, when other ISP's were, all i can say is they must not want or need the potentially lost business,
there is no logical reason why they cannot provide services for BTW lines

In reply to a post by rivageeza:

I don't know what to do here, their sales team are unwilling to help and I'm sure if I tell them there is a bug in their system I will get laughed at, but what else can I do?!

Easy...take your custom elsewhere! Its clear its a problem at Uno's end and perhaps once they start losing potential customers then they'll get around to fixing their database. You could move to AAISP on their 1TB TTB service or you could cut out the middleman altogether and move direct to TalkTalk Business. You do have choices

Edited by deleted (Thu 20-Oct-16 06:03:44)

Thanks for the input guys.... I'm hoping Uno can chime in with their 2 cents on this as like some of you say, there is no reason why Uno shouldn't be able to at least provide ADSL or FTTC via the BTW network.

Other ISP's can provide FTTC via TTB, so why can't Uno?!

AA is a bit out of my price range, aswell as the 1TB cap not being enough, I tend to average around 2-4TB on average per month.

They've already told you via phone/email that they can't supply you with anything cos "computer says no" and the fact they haven't replied to this thread speaks volumes.

You may want to consider going direct with Talktalk Business; great network performance, no download limits, excellent Warrington based support 7 days a week, all without eye watering prices. Yes they have a 24 month contract but they will let you leave penalty free if they can't fix any faults within 28 days and they offer 2 free house moves in that period.

In reply to a post by baby_frogmella:

They've already told you via phone/email that they can't supply you with anything cos "computer says no" and the fact they haven't replied to this thread speaks volumes.

I doubt if any ISP outside BT/Sky/TalkTalk will come along volunteering to take on an average usage of 2-4TB per month at consumer prices.

Yes, they all offer unlimited and if someone signs up they have to cope, but only very expensive ones are going to make money. Making money is what they are there for, not giving bandwidth away .

In reply to a post by baby_frogmella:

and the fact they haven't replied to this thread speaks volumes.

Given that this thread was started after 8.00pm yesterday it is of no surprise Uno haven't said anything.

Do you really think they spend 24 hours a day looking at this forum?

In reply to a post by AdrianPH:

In reply to a post by baby_frogmella:

and the fact they haven't replied to this thread speaks volumes.

Given that this thread was started after 8.00pm yesterday it is of no surprise Uno haven't said anything.

Do you really think they spend 24 hours a day looking at this forum?

Well apparently Matt from Uno never sleeps... or so its been mentioned here a gazillion times. If/when he picks this up, it will be interesting to hear his reponse to the OPs issue.

In reply to a post by RobertoS:

In reply to a post by baby_frogmella:

They've already told you via phone/email that they can't supply you with anything cos "computer says no" and the fact they haven't replied to this thread speaks volumes.

I doubt if any ISP outside BT/Sky/TalkTalk will come along volunteering to take on an average usage of 2-4TB per month at consumer prices.

Yes, they all offer unlimited and if someone signs up they have to cope, but only very expensive ones are going to make money. Making money is what they are there for, not giving bandwidth away .

Fair do's

In reply to a post by rivageeza:

I have phoned and emailed Uno, and they are unable to tell me why their checker is stating what it does.

That's not quite true. You spoke to us a few times, myself and others and we explained why this happens and from where the information is gained, including what that response is.

The code we get from your line is 0 for the overall line check. This tells us that we cannot offer xDSL services to the line. We've had this checked and on the 100 or so lines that are checked on the site a day, there is less than 1 a day average with that code - excluding your number which has been checked a few times as discussed.

Matt

In reply to a post by baby_frogmella:

and the fact they haven't replied to this thread speaks volumes.

Not really; just that it had not been seen. Whilst you may sit on this forum 24/7, I do not see how it "speaks volumes" given it has only been up for a matter of hours.

Matt

Thanks for the response Matt, can you elaborate as to why your checker says you cannot offer xDSL services on my line yet every other ISP can? If you cant you cant, but if I just understood why I would feel much better.

In reply to a post by uno:

In reply to a post by baby_frogmella:

and the fact they haven't replied to this thread speaks volumes.

Not really; just that it had not been seen. Whilst you may sit on this forum 24/7, I do not see how it "speaks volumes" given it has only been up for a matter of hours.

Matt

In hindsight perhaps I said that hastily, so I apologize. But you haven't given a clear reason as to why the OP cannot order any kind of xDSL service from you. Do Uno use a different line checking system compared to other ISPs or Openreach? As other ISPs can offer him/her a broadband product and even the Openreach line checker clearly states broadband is available on the OPs tel number:
https://imgur.com/a/sh1QY

Edited by deleted (Thu 20-Oct-16 12:24:02)

I'd really not be able to say.

Some may use Openreach, some may use Wholesale; some may use their own datasets and so on.

We do an initial OR check and then also use their ELC data to tell us about the line. One of these checks returns a numeric value based on what the line currently has and when a 0 is returned, that is a code which says we cannot offer any of our xDSL services to it. If the numeric value was one that shows us service is possible, we then look at the alpha letter against the products possible.

That data could be wrong, but it is not data we control.

Out of over 1500 numbers checked in the last few days on the site, 7 unique numbers returned 0 so there is no indication this is a failure of our site at least.

Matt

Ok thanks, guess the OP is just unlucky and will have to look elsewhere

Potentially.

The codes can change, sometimes for no known reason. Only a few weeks ago, someone on a LLU-based fibre service was getting a similar result, a call to the existing ISP who would look in to it and then a week or so later, it changed and he could order - but we don't know what was done to cause it.

Matt

Appreciate the explanation Matt, it still doesn't make sense to me, especially as earlier last week the checker said I could get all xDSL services and now it's suddenly changed to none.

Do you have any suggestions as to what I can do to rectify this? I really do want to join you guys. Maybe the data refreshes every once in a while and I should just keep trying? Or as others say take my business elsewhere which I don't really want to do.

I would expect uno to do more investigation here given the price of service.

As one example the computer said no to Talktalk where the speed estimate showed FTTC not possible on my line as it displayed them sub 1Mbps. Other ISPs showed fine & clearly a mistake.

In this instance even Talktalk went away & came back with good news. I'd expect even Talktalk to question the checker where all other providers can offer a service and LLU available, so I would 100% expect uno, a small provider to do the same and given the higher prices and U.K. support I would expect uno to do it better than Talktalk.

Happily got around 65Mbps on Talktalk and now downgraded to 38/2. Doubt I will look to move it for a good 5+ years if prices remain this good.

I hope uno get to the bottom of their checker in this instance & provide a full explanation.

You assume we have not already!

We have already explained to the OP via phone and also now in another post why this occurs.

Matt

In reply to a post by rivageeza:

Appreciate the explanation Matt, it still doesn't make sense to me, especially as earlier last week the checker said I could get all xDSL services and now it's suddenly changed to none.

Do you have any suggestions as to what I can do to rectify this? I really do want to join you guys. Maybe the data refreshes every once in a while and I should just keep trying? Or as others say take my business elsewhere which I don't really want to do.

I think Matt may be referring to me, but then possibly not.

I had the same issue and spoke to Uno and my current providers. Matt and his colleagues were helpful.

My current providers would not confirm if there was a problem, and said there were no flags on the line which should prevent migration.

Not quite the case as it turned out there was a flag on the line due to me having speed issues.

Once my provider had 'checked' out the line, the flag was removed and the checks at Uno went through.

This allowed me to order with Uno with migration taking place on Monday.

Not Uno's fault in my case and I suspect in other cases as well.

I think what Matt has (kindly) not said is that it is your and your ISP's line, they cant access full information to tell you what is happening; Data Protection, commercial, take your pick.

Check with your ISP for flags, and wait a few days. Hopefully it should resolve itself as it did in my case.

Counting down the days to migration.

Hope that helps.

Mac

Can you get talktalk business fibre without line rental or is the only way through Uno?

Why specifically TTB Tim? Do you need unlimited?

No slow downs on Ttb that I am on now, my preference is also unlimited and a reasonable price.

In reply to a post by Banger:

Can you get talktalk business fibre without line rental or is the only way through Uno?

Yes you can take out TTB broadband on its own but you will need to call them up to get prices as they don't openly advertise such packages. Obviously prices will be higher v full LLU broadband.

In reply to a post by Banger:

No slow downs on Ttb that I am on now, my preference is also unlimited and a reasonable price.

& if you opt for TTB Fibre you'll get a nice shiny AC router

In reply to a post by ukhardy07:

& if you opt for TTB Fibre you'll get a nice shiny AC router

But he may prefer a Matt router to a shiny one ....

/me runs

Awful, Bob. Just awful.



Matt

Just to update you all, I'm still no further along with this. Still getting the same result using Uno's checker....

I have raised a ticket with plusnet asking them to check my line for any flags and to contact openreach to check for any database errors. Hoping to hear back from plusnet within a couple of days, will update this thread when I do!

Another update, I have checked several neighbours numbers now who are all connected to the same cabinet and exchange and they can all get products from Uno except our number.

How does that work!?!?

In reply to a post by rivageeza:

Another update, I have checked several neighbours numbers now who are all connected to the same cabinet and exchange and they can all get products from Uno except our number.

How does that work!?!?

Err....... they don't share your number or line ?

They don't no, but the same exchange and same cabinet number. And we can all get ADSL or FTTC via the DSL checker, but using Uno's checker my line can't. It's a mystery

In reply to a post by rivageeza:

They don't no, but the same exchange and same cabinet number. And we can all get ADSL or FTTC via the DSL checker, but using Uno's checker my line can't. It's a mystery

I can't see it being down to flags or markers on the line, as that would prevent migration to any isp not just one isp, and in my case i have migrated several times after the uno checker say no, and it still say no today , Iirc i think at some point in the distant past it did show some services as available when i was contemplating migrating (many years ago) but like you it changed to none, it's like because we didn't complete the order their systems are now somehow rejecting our numbers ? maybe change your number ?

Post deleted by RobertoS

In reply to a post by rivageeza:

They don't no, but the same exchange and same cabinet number. And we can all get ADSL or FTTC via the DSL checker, but using Uno's checker my line can't. It's a mystery

More a pain in the butt than a mystery.

It happens, probably a database error , or as said a tag on the line.

You'll often see posts where a cul-de-sac is FTTC enabled and one resident , usually right in the middle , can't get fibre because the BT checker says it isn't available.

It is the database and ISP's can't do anything about it.

As Matt said previously, given a few weeks it could well be resolved, it has happened before.

A big pain in the butt, and what's most annoying is if I had completed the order a day or 2 before it would of gone through as I didn't have this problem 2 weeks ago.

As Tommy said, it's as if their system is now rejecting my phone number because I didn't complete the order fully after checking my number a few times. Whilst I was working out prices and checking their router options etc which I could only find I could do if I half went through the order process it was going through fine, then all of a sudden it changed and now I can't past the 1st stage

Well, Wednesday should see if my identical problem is resolved.

Just a quick update to my own situation.

As a result of not receiving what I was paying for, decided to go to Uno. I had been previously been with Uno but switched because they could not offer what I was looking for.

Had the same problems as some other forum members regarding ordering. In my case it was a 'flag' on the line by provider and nothing to do with Uno. Once tests were completed, the flag was removed. Within 4 days of the test I was able to order via Uno website and selected the earliest date possible (14 days).

That day was today. Woke up to an email from Uno confirming I was live. Reset everything and now up and running:

Approx 80m from cabinet
80/20 unlimited before and now 80/20 fibre+ pro
Asus RT-AC86U (Asuswrt)

Before

Single thread speed - average 23 Mbps
Multi thread speed - average 76Mbps
Bufferbloat - Yes (B+)
Speed - A

Now

Single thread speed - average 75 Mbps
Multi thread speed - 76.5 Mbps
Bufferbloat - A+
Speed - A

Wireless has doubled in speed.

I can only say for me that it has been a flawless transition, having got to the ordering stage which to my mind is out Uno's hands.

As a previous customer, I did not leave because of poor service, just that I could not get what I wanted.

Am I glad to be back? This morning I am, whilst time will tell, previous experience suggests I will be a happy bunny for many moons to come.

I know this wont help some in the short term but other users experience (good or bad) is always helpful. My frustrations were the same as other members here, but as they say patience is a virtue and good things come to those that wait (fingers crossed).

Regards
Mac

Mac, how did you know there was a "flag" on your line? Is that the term your existing ISP used?

What questions did you ask to find out there was a "flag" on your line and what was this flag regarding?

In reply to a post by professor973:

Well, Wednesday should see if my identical problem is resolved.

Looking forward to an update on this.

Hello Geeza,

I had exactly the same thoughts as everyone else in so much that it was to do with Uno's end. I spoke to Uno including swapping several emails with including Matt. Uno said that there appeared to be a marker and I should contact my provider as there were limitations to what they could check and verify (not being the owners or operators).

I contacted my provider only for them to tell me that there were no flags. The term can be flags, markers or anything you may care to call. Asked them to remove any flags they may have on the line.

Entered a load of numbers into Uno from different friends and all came back positive.

Felt even more frustrated and contacted Uno. They explained that when it runs a test, it comes back with a code (0 in your case as Matt has explained). This means they cannot provide a service.

Went back to my provider who then informed me that they had tests scheduled (as a result of me raising speed issues) on Thursday afternoon of that week and asked me to call back on the Friday to get results.

On Friday was informed was a configuration fault on 'POP's. No end in sight for problem and it seemed to be how long is a piece of string.

Carried on doing what Uno suggested which was check regularly (several times a day in my case).

Checked on the Sunday (3 days after tests) and the check with Uno went through. Ordered exactly a fortnight ago, and switched today.

I take from this that my provider were in error by telling me that there were no flags and maybe the first response should be taken with a heavy pinch of salt.

In my case, I suspect that the provider knew from my very first call what the problem was as there are many, many people with the same exact issue.

I suspect it is not a coincidence that once the tests were carried out, Uno were able to check and accept an order.

The flag or marker was in place for the tests.

I firmly believe Uno is not at fault based on my own experience.

I hope that helps as there is nothing I can add. That is pretty much what happened.

Regards
Mac

Edited by deleted (Mon 24-Oct-16 10:45:10)

Thanks for the update Mac, glad you were able to resolve your issue's eventually and place an order with Uno.

I'm envious to say the least!

I have raised a ticket with plusnet asking if there any "flags" on my line but imagine they will come back and say there isn't and they can't assist any further...

I wish you well whatever you decide to do.

Keep posting with updates.

Regards
Mac

Exactly the same as me, Only left a superb service because I could not get the coming soon FTTC. My line now back to BTW and a new provider today sometine, so will be back as soon as I can.

In reply to a post by professor973:

Exactly the same as me, Only left a superb service because I could not get the coming soon FTTC. My line now back to BTW and a new provider today sometine, so will be back as soon as I can.

Am I right in thinking you are migrating to a new ISP today and once that completes you're hoping to move back to Uno?

I spoke to Plusnet technical support twice yesterday, once in the morning and again in the evening and neither of them had a clue what I was talking about.

I asked if there were any markers/flags/tags on my line and it went straight over their heads.

It was even worse when I asked if they could check with openreach to see if there was something on my line which may be causing the issue's I'm experiencing.

I have a ticket raised via their online support portal, here's hoping I have better luck with that.

Line rental back to Pulse8 today, then Uno FTTC as soon as their software will let me. I expect I will need to wait a day or two for OR to sign the job off and the system to catch up. Hoping the line move is the 'Flag' that is stopping the FTTC at the moment.

Deleted.

Edited by professor973 (Thu 27-Oct-16 09:01:58)

Post deleted by 23Prince

Just a quick update on this, I've still not heard back from Plusnet regarding the ticket I raised online, however I have requested to be moved from their shared WBMC platform to their new dedicated WBMC platform.

There is now a note when performing a line check on BT's DSL checker which states :-

"There is currently a Broadband cease pending or in progress against this line. This cease is due to complete by 9th November 2016. This will not stop you ordering Broadband from a new supplier, but it will delay the provision of the new Broadband service."

When checking again with Uno, the message now states :-

"We're currently not able to offer you any services
There is currently a cease order in progress on the line currently which will prevent any new orders being placed.
Please try again once the cease order has been completed or cancelled."

Hoping once I'm moved onto the new platform I will be able to migrate to Uno, but going on past experiences I'm not feeling too confident!

If I understand it correctly - their new network is simply their network internally. You might still get that message. I got it last night when I put my number in but when I tried again 20 minutes later it worked. (hence my deleted post above)

I think I read that people on the new network are getting more problems than those on the old when looking at their customer forums.

The Plusnet new network is basically having dedicated MSILs at the WMBC nodes rather than sharing capacity on ones that are routing several ISPs' traffic at those nodes, controlled by BT Wholesale.

This means that Plusnet have much greater control of their handover capacity from BT Wholesale than on the shared MSIL system. On the "old" system Plusnet were getting many customers experiencing congestion problems when the shared MSILs were being hammered by several ISPs' customers.

Kitz has a decent explanation of shared v dedicated WBMC, though I'm not happy about some of the detail. In particular, AIUI Plusnet have for years had several host links to the WBMC network. Just all of them were on shared MSILs rather than dedicated.

Edited by RobertoS (Thu 27-Oct-16 10:49:41)

Ah right I see - thanks for the explanation.

And you are right - This is the first ever dedicated MSILs Plusnet have had.

Bit of an update on this, spoke to a chap from Plusnet's higher escalations team yesterday, he advised he has cancelled the migration to their new network so he could perform some checks which the he was unable to do if the line was due to be migrated.

He has contacted openreach on my behalf and ran my line number through their data integrity checker, which apparently checks 3 different databases to ensure there are no discrepancies in the data and this came back with no issue's found.

He has also ran some other checks and is unable to see any flags/marker/tags/cease's/orders etc on my line.

Prior to this phone call, he sent me a message repsonding to the ticket I raised online.

Dear Mr *******,

I tried to call this afternoon regarding your issue in moving onto a FTTC service with Uno. Your email to the Openreach CEO complaints team has been passed to Plusnet to see what we are able to advise from our end. Sorry I wasn't able to speak to you directly.

I received further response from the CEO complaints team within Openreach this morning who advised you'd made contact with us to upgrade to the new network. The agent you spoke to actually failed to leave a note advising you'd requested to be put onto the new network.

Forgive me as I'd already cancelled the order to migrate to our new network this morning before this further information came through. I cancelled this as it would prevent us from being able to do any line checks or records checks whilst it is in-flight. Furthermore, I don't believe this will rectify the issue anyway sadly. I've forwarded your line details to the Openreach Data Integrity team who have basically triaged the records between all of their systems and they've advised they see no issues or markers stuck on the line.

Furthermore, checking the 'Enhanced Line Characteristics' feature with Openreach shows:

Line characteristics


You searched for telephone number 01522******.
CSS Exchange: BWD/ BIRCHWOOD
District code: SL
BT Post code: *** ***
PCP Id: 11
FCP Id:
DP Number: 1491
ANFP Category: X
Circuit line length estimate: 2204
Circuit line length calculated: 2380
DP Line length estimate: 2116
A � Earth capacitance: 136
B � Earth capacitance: 138
Celerity line loss: 27.7
LLC Line loss:
Timestamp for Last weekly Update: 25/10/2016
Timestamp for Last monthly Update: 21/10/2016
Timestamp for Last celerity Update: 18/10/2016

FTTC Availability


FTTC (VDSL) Availability: Y
FTTC (VDSL) Available Date:
FTTC (G.fast) Availability: N
FTTC (G.fast) Available Date:
FTTC (G.fast) Cabinet unavailability reason :
18/2Availability: N

SOGEA Availability


SOGEA (VDSL) Availability: N
SOGEA (VDSL) Available Date:
SOGEA (VDSL) Cabinet unavailability reason :
SOGEA (G.fast) Availability: N
SOGEA (G.fast) Available Date:
SOGEA (G.fast) Cabinet unavailability reason :

VDSL Information

Range A

Top Downstream Bandwidth: 80Mbit/s
Top Upstream Bandwidth: 20Mbit/s
Bottom Downstream Bandwidth: 70.64Mbit/s
Bottom Upstream Bandwidth: 20Mbit/s
Range B

Top Downstream Bandwidth: 80Mbit/s
Top Upstream Bandwidth: 20Mbit/s
Bottom Downstream Bandwidth: 55Mbit/s
Bottom Upstream Bandwidth: 17.07Mbit/s

OHP District code: SL
OHP Exchange code: LI
OHP Exchange name: LINCOLN
Bandwidth measure: Actual
L2S: BAABUD

G.fast Information

Range A

Top Downstream Bandwidth:
Top Upstream Bandwidth:
Bottom Downstream Bandwidth:
Bottom Upstream Bandwidth:
Range B

Top Downstream Bandwidth:
Top Upstream Bandwidth:
Bottom Downstream Bandwidth:
Bottom Upstream Bandwidth:

OHP District code:
OHP Exchange code:
OHP Exchange name:
Bandwidth measure:
L2S:

FTTP Availability


Premise type:
MDU Status:
MDU Available date:
MDU Progress Update:
MDU Notes:
FTTP Availability: N
FVA Availability: N
FTTP OHP District code:
FTTP OHP Exchange code:
FTTP OHP Exchange name:
FTTP L2S:
TMANoticeOrPermitRequired:
TMANoticeOrPermit:
Serving network notes:

FTTP on Demand Availability


FTTP on Demand available: N

FTTP on Demand service availability cannot be guaranteed and is always subject to survey.
District code: SL
OHP Exchange code: LI
OHP Exchange name: LINCOLN

Service information


Service type:

Line ID: 01522******
Line Status: Working
Service type: GEA

Line ID:
Line Status (VDSL): Working
Line Status (G.fast):
GEA CP Name: BT WHOLESALE


Service compatibility

Service type Compatibility indicator
MPF Y
SMPF Y
FTTC Y
SOGEA Y

Technology message list

Technology code Technology text
G Generic Ethernet Access


This check shows that VDSL is currently active and available on line. Furthermore it shows that there are no open orders stuck on the line; these would be included towards the bottom. This is information directly from the Openreach systems and I imagine most, if not all providers draw the information using the same method. I have checked multiple other providers who can also provide VDSL technology so I am unsure as to why the checks by Uno come back as negative.

Unfortunately at this current time I am unable to offer any further explanation as to why Uno are unable to progress an order on their side unless they can potentially provide any further information? I am more than happy to re-instate the migration to the new network which will take 2 weeks to complete, however as I advised earlier this is something I don't believe will overcome the issue.

As explained on the phone I can be contacted on *********** should you wish to discuss this further.

Kind regards,

***** ********

I have spoken to Uno again this morning and now the cease has been removed by Plusnet, their checker has now returned to the original message stating they can't offer any xDSL services on my line.

The chap I spoke to advised he will send my query to the development team, however the results of that investigation can't be shared with myself or any other 3rd party.

Hoping Matt can chime in again after reading my above post.

In reply to a post by rivageeza:

The chap I spoke to advised he will send my query to the development team, however the results of that investigation can't be shared with myself or any other 3rd party.

That's not exactly correct. One of the guys advised it would be passed to dev to check again for you but they would not feed anything back directly, not that we couldn't share the outcome.

There isn't much more that I can add from the extensive calls we've had to date as the situation is no different. I'm sorry.

Matt

If you could share the outcome Matt I would really appreciate that.

In reply to a post by rivageeza:

If you could share the outcome Matt I would really appreciate that.

So there you have it for no known reason uno's availability checker is unable to offer any services to some potential customers,yet these customers are able to get service from other ISP's
If i where Uno and was 100% sure that this was down to the data supplied by BT i wouldn't be happy at being singled out ,

Edited by tommy45 (Fri 28-Oct-16 19:29:11)

Matt what is stopping you doing a manual order? do openreach flat out refuse to provision service if your computer says no?

Well I have been trying to talk to Matt by e-mail but it's like pulling teeth and rather than asking themselves "Why is our system not allowing someone on a BT based line for landline and FTTC to migrate to us" They seem to have a we don't give a stuff approach.

Such A shame, They have the mix of connectivity with stats I wanted at a price that would suit - but they just don't seem to have the CS

So - can't really do much about it can i. I wish I had the luxury of cherry picking my customers and ignoring money losing business critical problems. Well done Matt, You must be very rich and run UNO as a hobby, no?

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

Hardly professional as a response is it? The information provided by openreach, plusnet and the op clearly demonstrate a service can be provisioned. What fascinates me is the op still wants to give you business.

I had issues with provision when I signed up to TalkTalk, I had callbacks, follow ups and a case manager assigned until I went live all for £17.70 a month. This was with the cheapest budget basement ISP on the market and yes talktalk spoke directly with openreach regularly, surely uno could have done more...

Everyone is entitled to their own opinion.

Likewise, you assume what we have and have not done. You also assume that your issue is the exact same as the OP is having - on at least one count you are incorrect.

As someone else has already attested, the issue is not of our doing and for that example, it was resolved by the current ISP - something we cannot and do not have any influence over!

Matt

Edited by uno (Sun 06-Nov-16 22:40:59)

I am happy to believe this however why can every other ISP offer a service? That is what I struggle to get my head around... I never said my issue was the same.

That I don't know but out of the hundreds that check on our site daily, a handful (less than 0.5% have this response). When I discount the number of the OP, that drops down to 0.2%. Out of all the checks today (873), 0 were returned with the error the OP is getting.

I was not inferring your issue was the same but your assumption of what we have done (or not), on the issue with checking with openreach and so on was wrong. We have done all we possibly can and relayed that to the OP several times via email and lenghty phone calls.

Matt

Ok that makes sense.

Could you not offer a new line to be installed (obviously fees involved)?

I did ask if they could bypass their database fault and put an order direct to Openreach The answer was " It's not something we have built into our system" So not prepared to bypass or alter the system I suppose. If one of the lucky ones, no choice but to look elsewhere I think.

For me this thread really cements my view that it is not worth paying extra to a smaller ISP.

Often I find the smaller providers have the biggest congestion related issues, customer service is so tiny that it becomes very personal very quickly (i.e. get on the wrong side of one person and the firm do nothing to help), you cannot hang up and find somebody else.

Found myself in that situation many times, but that will not stop me fighting my corner when I am right or feel I have been mis-quoted or let down. I always say it as it is and if that does not suit, I just think suppliers need me than I need one of them in particular. In my case, I have not had one without some problem, but when these problems are flagged it down not go down well. Will see how the next one turns out in a couple of weeks, the preset router and service up front so far has been first class - So are the bargain basement suppliers when things are trouble free, but when they are not, they cannot afford to put much into putting things right.

Who you moving to? No longer with EE?

We are still with EE at our North of the border property. Down here at our Suffolk property suffering bad evening single thread congestion with Aquiss, so off to AA.

In reply to a post by ukhardy07:

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

Hardly professional as a response is it? The information provided by openreach, plusnet and the op clearly demonstrate a service can be provisioned. What fascinates me is the op still wants to give you business.

23 Prince is not the OP .

In reply to a post by AdrianPH:

In reply to a post by ukhardy07:

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

Hardly professional as a response is it? The information provided by openreach, plusnet and the op clearly demonstrate a service can be provisioned. What fascinates me is the op still wants to give you business.

23 Prince is not the OP .

Very true. Not sure Matt was in rational response mode at the time of posting.

For me the personal service is a million times better than going with a large company who have CS staff who have no clue and just read from scripts.

As for congestion, alot of smaller ISPs piggyback on BT or Talk Talk and just resell what they offer, so never had an issues personally

Edited by bobble_bob (Mon 07-Nov-16 09:23:39)

New twist to the 'Nothing wrong with the Uno checker' saga https://i.imgsafe.org/0e8432a122.jpg
Maybe put something causing bad publicity out of its misery - Better watch MY back Lol

Works as well as the link uno provided us all to check the provider of a landline telephone number.

Edited by ukhardy07 (Mon 07-Nov-16 21:13:25)

Sometimes keeping quiet is the best policy - Never quite grasped it myself Lol

In reply to a post by uno:

The attitude in some of your posts is questionable,

No problem,

The line I want to bring to you is a BT Infinity line and BT landline, on an exchange with Talk Talk Business connections.. But yet your system says that you are unable to offer me service for 3 (in my view) silly reason.

Like I said, You choose to ignore me so I will plough the budget into someone else, I am sorry that an attempt to offer you business would offend you - Wouldn't want to force you to take my hard earned cash, I obviously mistook you for a business there to make MONEY, I was clearly mistaken for which I apologise, based on the scanty and unclear responses I have had from you, a [censored] off would have been more appreciated as would it be a better use of my time.

If you do ever go out of business, remember it was not demand that made it so, it was your lack of interest to acknowledge it. After all, if you can't take someone from a BT based line (as has been the way since Demon days) then really, what are you there for?

Edited by deleted (Mon 07-Nov-16 22:00:39)

Would you join uno if their checker now said they could provide? After the tongue-lashing you have given them for several days.

If you would, then you are making a noise for the sake of it and believe them to be the best ISP for you. If you wouldn't, you aren't going to get very far with a complaint to any official body.

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

So you are saying as a company, even before we started to communicate on here, that you didn't want to give me what I wanted!?

Why on earth would a company selling a product NOT want to sell it? Are you just doing this for a hobby with no real interest in making anything?

Your logic is questionable, and to me rather insane!

In reply to a post by professor973:

New twist to the 'Nothing wrong with the Uno checker' saga https://i.imgsafe.org/0e8432a122.jpg
Maybe put something causing bad publicity out of its misery - Better watch MY back Lol

https://s16.postimg.org/jnj2lr4k5/uno.jpg

1. Both are enabled, having FTTC already that's obvious
2.Had the phone line 20 years. Next.
3.Nope, nothing ,works elsewhere!
4. I have a BT compatible phone line which, last time I checked was not a NON BT compatible phone line.

I tried this on 4 numbers I know in the UK and for 3 of them it said no - all a long way apart

As I know 3 people on the board in the Sheff chamber of comms I have sent them all an e-mail. This "member" should be looked at if you ask me. And I know 1 board member who will certainly want to have a nose.

Oh and for the record, I no longer want your service. I'd rather go to a real ISP, one who has their own network, and not an inferior one who can only try and play second fiddle to resell. Thank you

In reply to a post by RobertoS:

Would you join uno if their checker now said they could provide? After the tongue-lashing you have given them for several days.

If you would, then you are making a noise for the sake of it and believe them to be the best ISP for you. If you wouldn't, you aren't going to get very far with a complaint to any official body.

No, I wouldn't and I have since posted, This body takes a very keen interest in the conduct of it's members. They shut one business down under the remit of one board member for similar practices. So let's wait and see how they react.

For your reference Matt it was a large shop in Meadowhall in 2015, I am sure you can recall as you would have known about it from being a member.

Edited by deleted (Mon 07-Nov-16 22:16:27)

In reply to a post by 23Prince:

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

So you are saying as a company, even before we started to communicate on here, that you didn't want to give me what I wanted!?

Why on earth would a company selling a product NOT want to sell it? Are you just doing this for a hobby with no real interest in making anything?

Your logic is questionable, and to me rather insane!

For what it's worth I don't recognise any of your angry and increasingly bitter and personal comments about Uno, I've always found them very helpful and most definitely sane.

Do wake up Boy - I am not offering a service!

+1
Having been very active on these forums for ten-and-a-half years, as opposed to a few days over two months for 23Prince - unless it is a replacement nick, xilo/uno has always had a good reputation for broadband and customer service, and in the last few years has certainly been the most highly praised in those respects of all ISPs that have been mentioned here in that 10.5 years. ISPs both large and small.

I suggest in professors973's case there is some specific problem, and in 23Prince's case perhaps two specific problems.

The former I know reasonably well, and in the past we had vitriolic arguments here. Those days are long gone and we get along with each other very well. Even when we disagree on things. As friends do.

The latter seems to have a very confrontational, aggressive and unpleasant attitude in various threads to all those who choose not to bow down. To both ISPs and other posters. Not someone I would like to meet socially or professionally.

With respect to his problem with uno, I suggest the problem lies within himself. Matt is a very decent successful businessman and a gentleman.

Edited by RobertoS (Mon 07-Nov-16 23:14:14)

Well said Bob. I know I can ruffle feathers by simply saying it as it is, or as I see it. I can reply to a post that I have only half grasped and cause chaos. But if I am wrong I will say so, An example is when I went off half cocked when leaving Uno to convert to BTW with the intention to return, but my migration was considered a cease and off I went. I hope I have made it clear since, that up until that point, Uno were the best ISP I had encountered and would have returned if I could as you know. A few billing gremlins as I left and me being me kicked up a bit when I was told I was wrong about incorrect billing. Something that continued after migrating away from Puse8, so that sort of thing happens, just like the single thread congestion I have with Aquiss, another ISP with a good reputation. Zen have the same problems of late. As you say Bob, we can now disagree without the personal abuse we often see within fora - Especially when you have a problematic line or service that follows you like me

Edited by professor973 (Tue 08-Nov-16 09:59:24)

All change again - now saying a cease on my line AGAIN. That's some flaky checker.
https://i.imgsafe.org/12f5f57b14.jpg

Another previous (broadband) and current (for hosting) happy customer of Xilo / Uno and will be back with them on the 21st for broadband and phone. The best small ISP I have been with. Hardly ever had to phone CS, but when I did, the service was the best, problems always solved quickly.

We're currently not able to offer you any services

O_o

It would seem tho that for some reason uno are been picky e.g. not wanting to take on sky customers.

In reply to a post by Chrysalis:

It would seem tho that for some reason uno are been picky e.g. not wanting to take on sky customers.

If you're MPF, that has been always the case. We cannot look up services on numbers on MPF.

Matt

In reply to a post by professor973:

New twist to the 'Nothing wrong with the Uno checker' saga https://i.imgsafe.org/0e8432a122.jpg

The interface to the OR checker was having issues (i.e timeout) so that is returned.

Your other issue about a cease is due to their being a pending order on the line, also expected based on the line status.

Matt

is your migration away from Aquiss BTw (?) ADSL to AA for SMPF TTB xDSL? And BT based line rental stays with Pulse8?

In reply to a post by uno:

If you're MPF, that has been always the case. We cannot look up services on numbers on MPF.

Matt

If the poster professor973 was on uno TTB MPF could that have been the reason xDSL availability was previously not showing on your line checker?

Yes, the same would apply.

Matt

It'll be AA BT Wholesale-based FTTC. Line with Pulse8.

In reply to a post by 4M2:

If the poster professor973 was on uno TTB MPF could that have been the reason xDSL availability was previously not showing on your line checker?

He wants to migrate to uno! So he isn't. Plus when he was previously on uno, it was on ADSL2+. Again, BT Wholesale based I think.

He is currently on BT Wholesale with Aquiss.

In reply to a post by uno:

Yes, the same would apply.

Matt

That's interesting because I'm with xilo TTB SMPF ADSL2+ and the line rental is BT based and your checker certainly works for me, both for TTB SMPF FTTC and BTw SMPF FTTC.

You're SMPF, that will work just fine.

Matt

In reply to a post by RobertoS:

In reply to a post by 4M2:

If the poster professor973 was on uno TTB MPF could that have been the reason xDSL availability was previously not showing on your line checker?

He wants to migrate to uno! So he isn't. Plus when he was previously on uno, it was on ADSL2+. Again, BT Wholesale based I think.

He is currently on BT Wholesale with Aquiss.

Sorry I must be mistaken but I thought professor973 was previously with uno TTB MPF ADSL2+ and wished to upgrade his account to uno TTB FTTC. I would imagine that would have required a line rental switch to BT since at this time uno don't appear to offer TTB FTTC/line rental packages...

I think if you read the thread carefully you will find out exactly what professor973 is using and wants to move to.

In reply to a post by uno:

You're SMPF, that will work just fine.

Matt

Thanks

professor973 could have changed his account via an "internal migration" from TTB MPF ADSL2+ to BTw FTTC and also switched his line rental to a BT based service by posting a ticket to you - that's if TTB FTTC was not available from his exchange at that previous time?

As the product technology and wholesale network changes, it would be a full migration as a new order.

"internal" migrations, as far as we're concerned are between accounts when the line is already with us on the same technology - usually when the line changes ownership, i.e people moving out of a shared house and another person there wants to continue it as-is.

Matt

In reply to a post by uno:

As the product technology and wholesale network changes, it would be a full migration as a new order.

Matt

So a "technology" change alone could also mean a full migration from uno TTB MPF ADSL2+ to uno TTB FTTC (if available at an exchange) together with swiching the line rental to BT based?

Migration not a cease though is it Matt and it's not because I am switching from LLU to BTW this time that it wrongly shows a cease. Not that it matters anymore to me.

Not quite. Some migrations will show as ceases.

If you check http://www.dslchecker.bt.com/adsl/adslchecker.welcome , it'll show that it is considered a cease too.

"There is currently a Broadband cease pending or in progress against this line. This cease is due to complete by xxxx. This will not stop you ordering Broadband from a new supplier, but it will delay the provision of the new Broadband service."

Our checker is showing the same message, just is not specific with the date.

Matt

Edited by uno (Tue 08-Nov-16 22:33:51)

No cease and did not delay my new service Chose the date I wanted, I am just migrating from BTW to BTW this time, I have not been billed for a cease and took the date I wanted. Could have had this week, but will be in Scotland again in a couple of days, so took a date next week. Is the Uno checker saying cease because I am taking a different product?

I cannot tell you why but a cease message can show for some migrations as I stated earlier.

Matt

Cont... And your link is another that doesn't work here!
https://i.imgsafe.org/251f5c9dbf.jpg

See crossed post above! https://i.imgsafe.org/251f5c9dbf.jpg

It was due to the , on the end of the link and how this forum parses that as part of the link.

I've edited it but the actual link was and is valid.

Matt

No not valid - BUT if I enter the correct address for the adsl checker - NO mention of the order being a cease. What system are you using?
https://i.imgsafe.org/25450da96a.jpg

Edited by professor973 (Tue 08-Nov-16 22:41:08)

It is at the bottom of your image... the bit that has been half cut off.

https://i.imgsafe.org/2540df309d.png

I'd remove your phone number from that though.

Matt

In that case I am heartily sick of BT categorizing a migration as a cease, and why hell will freeze over before dealing with them direct.

It's standard in the Openreach system prof. It is technically a cease and reprovide on their order platform. (Or rotting seaside pier?)

In reply to a post by professor973:

I am just migrating from BTW to BTW this time,

Will you be on a fibre product immediately with your new provider or will it be initially ADSL?

FTTC.

Lol - Everything seems to be technically a cease for me. Do you know if I will be looking at an engineer install again? See no need apart from post install performance check the engineers do, Busy watching the US vote - Politics my real hobby horse for a while now.

Edited by professor973 (Wed 09-Nov-16 00:17:54)

Years back when I was with a now defunct ISP ProdigyNet, which was set up by one of the founders of Plusnet when they fell out, in the customer portal you were given an up to date view of all the Openreach orders and progression of them you had ever had with ProdigyNet. You could see each step with the date and time it started and completed.

It took a while to fathom what on earth was going on! Very detailed. Once you got the hang of it, it was reasonably comprehensible. It applied for the original joining order, and a few subsequent upgrades.

That ISP also let you do an enquiry on your exchange, (I don't remember if you could also choose to look at others), which showed the DSLAMs, (and MSANs when they started being used), with their card and port loadings. That was extremely interesting.

Edited by RobertoS (Wed 09-Nov-16 09:03:45)

Checkers were showing cease order for me when i moved from BT based ADSL to LLU many years ago

But I am not doing that.

Yea i know but my point was i wasnt having a cease on my line, but all the checkers came back with this. So it can happen even if you arent ceasing a line

But my point is, I am not going from BTW to LLU - Simply migrating BTW to BTW, though a change of product, which I assume is what throws the cease spanner into the works.

Seems like you would have had a broadband cease and re-provide even if you had stayed with uno and done a full migration from TTB MPF ADSL2+ to BTw FTTC and this cost would have been included in the standard activation fees. However didn't you terminate your uno TTB MPF ("Talk and Surf") contract early and that incurred additional costs?

I am getting fed up with being told what I did and did not do. HOW could I end early a contract with no tie-in. I simply migrated to Aquiss from Uno and that was considered a cease. Just the same as my current migration is deemed a cease. As Matt said yesterday, he does not know why that is.

Edited by professor973 (Wed 09-Nov-16 16:37:57)

Sorry but I just asked you a question regarding your minimum term contract/notice period when you were previously with uno, since minimum term conditions/notice period are also relevant for me as a xilo/uno customer. - i.e. :
10.10 Once we have begun to provide the Services to you, either party may cancel the contract for the Services at any time by providing at least 30 calendar days' notice in writing. - uno T&C's

Anybody can give notice and leave anything at any time. After all, they can't keep you prisoner. But - What exactly has that got to do with Early exit fees where there is no contract tie-in to exit early. Anyway, my broadband journey is well documented, so can only suggest you read through the thread and catch up.

In reply to a post by professor973:

Anybody can give notice and leave anything at any time. After all, they can't keep you prisoner. But - What exactly has that got to do with Early exit fees where there is no contract tie-in to exit early. Anyway, my broadband journey is well documented, so can only suggest you read through the thread and catch up.

You said this here http://forums.thinkbroadband.com/otherisp/f/4500834-... " OK Matt, but a charge for migrating in under 12 months to a BTW supplier is as good as a contract - I suspect that legally it is. As I said, an unexpected smack to the wallet when migration is free to another TTB supplier at any time. Vague reference to charges for leaving within contract, when someone is signing up to a monthly contract service does not leave folks aware that a migration will be considered a cease in certain circumstances within 12 months. Anyway, water under the bridge now and at least I can afford 40 quit lol"

Although you were on a one month minimum term you were still subjected to to cease fee ("a charge for migrating in under 12 months to a BTW supplier is as good as a contract") because you migrated within the 12 month period. So you bought your way out of jail for 40 quid in an effort to gain BTw FTTC and you obviously didn't read the T&C's of the uno TTB product that you agreed to.

Look, I am getting fed up with you stating the obvious and what has gone before. I have stated a dozen times I was not on a long contract and that changing product is classed as a cease. BT are EVEN NOW stating a cease on my line for a migration between BTW and BTW, so just absorb I DID NOT leave my contract early, along with NEVER being told a switch from LLU to BTW within 12 months resulted in a charge and leave it there.

Edited by professor973 (Wed 09-Nov-16 23:23:22)

In reply to a post by professor973:

along with NEVER being told a switch from LLU to BTW within 12 months resulted in a charge and leave it there.

Actually I will leave it with your insistence that you were never told about the cease fee and that you are implying that uno had some responsibility to specifically remind you of that issue prior to a migration to a BTw service.

You will leave it?? Thank Christ for that - Was getting like a jammed record.

OP here again. Been super busy with having a baby

Have been moved onto plusnet's new dedicated platform successfully and am still unable to join Uno.

I believe my line was ceased as part of the plusnet migration however unfortunately this has made no difference with Uno.

They are still the only ISP in the country that is unable to provision a service to my line.

In reply to a post by rivageeza:

OP here again. Been super busy with having a baby

Have been moved onto plusnet's new dedicated platform successfully and am still unable to join Uno.

I believe my line was ceased as part of the plusnet migration however unfortunately this has made no difference with Uno.

They are still the only ISP in the country that is unable to provision a service to my line.

Any sort of changes in FTTC product or backhaul changes ie GEA or from BT WBMC will show as a cease on the BTW ADSL checker , technically it will be but in reality, it's a type of migration
that is internal to your ISP

Thought I'd give it a few weeks and try again in the new year, still no joy. Uno still say they cannot provide any xDSL service to my line.

Again I've tested multiple other Broadband suppliers and Uno is the only one coming back with a negative result.

I can only conclude there is fault with their checker or they have put a block on my number and aren't willing to admit it, as since I rang up and was questioning their policy on P2P traffic, packet inspection and if they block certain websites the "big" ISP's have to, the checker has denied me a service.

As I have said before, I have a feeling I may be blocked also. A faulty system they are not prepared to address does not make sense to me.

Edited by professor973 (Tue 03-Jan-17 20:01:15)

In reply to a post by rivageeza:

Thought I'd give it a few weeks and try again in the new year, still no joy. Uno still say they cannot provide any xDSL service to my line.

Again I've tested multiple other Broadband suppliers and Uno is the only one coming back with a negative result.

I can only conclude there is fault with their checker or they have put a block on my number and aren't willing to admit it, as since I rang up and was questioning their policy on P2P traffic, packet inspection and if they block certain websites the "big" ISP's have to, the checker has denied me a service.

God no! I've told them several times it's their end, they tell me everytime it's not and I am just not serviceable.

No one else who sells BT or TT has a problem...

As I said in the past, It must be nice to have a business where you can afford to cherry pick your customers.