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