...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

I don't think that's due to enta. As someone else pointed out on here lots of isps use enta to route traffic

Hello everyone

As promised here is some updated information.

Performance issues over the weekend
Having spent time to understand where the pinch points were, we have already made some changes to the network which from viewing the data over the past 6 hours seems to have had a positive impact. We will continue to monitor and review. Clearly as part of the bedding down the network with all the new users, we cant afford to have a repeat. There is a more robust contingency plan in place should we need to invoke it.

Tickets
Multiple tickets have been generated for the same issue due to the support team not responding with expectation. We have added more manpower to clear the backlog and escalation processes have been enhanced. Ticket priority is set with P1 (hard down-no connection) being the main focus followed by the intermittent speed issues and line profile resets. The majority of the ticket queue over the weekend is as a result of the network performance issues, these should start to be closed down within the next 24-48 hours.

My Account
Later today the portal will be switched over for all users, whether they have migrated or not, usernames and passwords will remain the same.
In terms of features the following will be available immediately:
-My Details - Service Details, Customer Details, Order ID, Live Status
-Connection Logs - Session Logs
-Usage Reports - Your Product, Current Month, Daily Breakdown (legacy data for daily breakdown to be added on 07/02 which will allow you to go back 6 months to view daily usage)
- Ticket System - Create a New Ticket, access to Open & closed tickets (Legacy data to follow)
- Billing System - As per previous ADSL24 portal

Features available by date:
From 5/2 - Usage Top Up - Current Top Up Details, Select a Top Up to Purchase
From 10/2 - Call Logs - Inclusive Monthly Allowance, Historic Call Reports
From 14/02 - Line Options - Current Line Status, Current Line Profile, Change Line Profile - Interleaving, Change Line Profile - SNR target, Previous Line Profile Changes


The line details require the most testing and as there some migrations to come and profiles need setting down it needs to be right on launch and the data cut changes daily as some individual profiles are being re-set.

Underlying providers/Traceroutes
Several responses on this already including some helpful commentary by Matt at Xilo and Vivaciti (thanks Gents, appreciated).
If you were on a BE (LLU/SMPF) tail tail it is likely you are now on a TTB (LLU/SMPF) tail (there are a few exceptions who have not yet been migrated)
If you were on a C&W (LLU/SMPF) tail it is likely you are now on a TTB (LLU/SMPF)
If you were on a TalkTalk (LLU/MPF) 'Complete' products you remain on TalkTalk (LLU/MPF)

Clearly the majority of the chatter over the weekend was due to the network issues. I am sorry if this caused inconvenience, we do think that we have worked hard to address this initial problems nd will carefully monitor over the coming days. As a consequence of having an open network and allowing 'all you can eat' we need to make some continual adjustments to cater for the majority of peoples needs.

Lastly I'd like to thank those people who have PM'd me, i think I have responded to everyone now, your patience and understanding in general has been appreciated and please also accept my apologies if any offense has been caused regarding my personal comments. I clearly misjudged a tongue in cheek moment and the intention was to re-assure that we'd work hard to get it right.
I'm not arrogant enough to expect that everyone will be happy all of the time but I have worked on both sides of the ADSL24 supply chain where there certainly were issues at some time or another. It is as a consequence of the technology and people. Lesson learned, we need to do better.
We'll keep working hard to get it right for more people.

Thanks,
Paul

Edited by deleted (Mon 03-Feb-14 14:55:59)

Thanks for the update.

Not sure if you have done some route changes or whatever, but before i left the country my pings were 38ms or so, now they're 15ms. So not sure what you have changed in that week but its for the better

Thank you for the update.

Would say tho that monday morning is probably a quiet time for the network as people are at work, need to see what its like at peak busy times when usage is unlimited

In reply to a post by PaulComs:

Performance issues over the weekend
Having spent time to understand where the pinch points were, we have already made some changes to the network which from viewing the data over the past 6 hours seems to have had a positive impact. We will continue to monitor and review. Clearly as part of the bedding down the network with all the new users, we cant afford to have a repeat. There is a more robust contingency plan in place should we need to invoke it.

Thanks for the update Paul. Running a speed test again today shows speeds appropriate to my sync speed

q

What about the upload speeds that are still less than they should be, I was synced at 1165Mbit up and getting a throughput of 1mbit and since the switch I'm synced at 682 Kbps. Any word on when we will get the upload back?