Can someone look at a new provision ticket for me?

Hi guys,

I put in a request to transfer to PlusNet from Tiscali on ther 22nd May 2007 with a MAC code.
I received confirmation later that day ( ID: 21971848 ) that the request was put through to BT Wholesale:

"The order to migrate your broadband service has been issued to BT Wholesale. This is due for completion on: 29/05/07"

I ahve since received nothing from PlusNet to say this has been successful or anything. I tried to call but due to the recent spam problem I couldnt get through. I opened ticket number: 22024344 yesterday and it gave me a turn around of 4 hours. Still nothing.

Can you please have a look and tell me where the hold up is as I am desperate to get away from Tiscali and their traffic management.

Just boosting this as it may have got lost in the myrriad of posts.

Still no response from support. I'm debating on cancelling my order now.

In reply to:

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I am desperate to get away from Tiscali and their traffic management.

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Can I ask exactly what it was about their traffic management you didn't like? I am assuming you are aware that PN are probably at the front of the que when it comes to traffic shaping?

Did you recieve a PlusNet username? If so logging onto the portal and asking on the official forums may give you more luck. Or dropping a private message to one of the ISP Representaives (Comms team normally) on these boards may help give it a nudge. James Bailey (Metronet_James) is in provisioning at the moment and Mand Beckett (mand_beckett) or Ian Wild (IanWild) usually lurk around these parts.

In reply to:

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Did you recieve a PlusNet username? If so logging onto the portal and asking on the official forums may give you more luck

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Yes I received that on the day I signed up. I have used these details to open a question with them as I wasnt sure on whether they would deal with provisiion questions.

Having been a longtime reader of these forums I knew their representatives hung out here alos as well, so thought I would ask here instead.

In reply to:

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Can I ask exactly what it was about their traffic management you didn't like? I am assuming you are aware that PN are probably at the front of the que when it comes to traffic shaping?

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I rang the PlusNet team and asked what their policy was on port blocking.

Basically I cannot get on any game servers (CSS, CS 1.6, COD2 etc), voice communications servers (Ventrilo, TeamSpeak) where the host of the servers are not using the default port.

The sales representative could not guarantee that the ports I was wanting to access would not be blocked, but he kept reiterating how PlusNet have recently opened up ports to allow a wider range of access to more commonly used services.

They don't tend to entirely block ports, just shape traffic based upon ports and traffic signatures. Gaming traffic and other latency sensitive traffic _should_ therefore be prioritised, although things do vary depending on what product you are on. Assuming your account profiles and the traffic profiles are correct and up to date you should therefore be fine. Although there have been a number of problems with this, not sure what it's like now but for a long time it was a mess and difficult to get accurate information about profiles out of them.

Hi,

Looks like the order completed this morning, your account should now be active and you should be able to connect, the details have been emailed to you.

Maybe just a misunderstanding of some of the technicals. In the past we picked up Teamspeak on certain ports but not others but as more people used it on different ranges of ports we changed the sigs to pick it up regardless of the port it ran on.

Thank you Dave. I have just received your update to the ticket.

With regards to TeamSpeak, is Ventrilo treated the same?

No Dave, unfortunately it was more a case repeated requests for information on what was going on being ignored.

Simple questions like.. if you know what you are prioritising and how, tell us. Can you give us a list of the applications you have signatures for? And keep it updated. Can you clearly state or somehow let users check what signatures/profiles are in effect on a particular account (as this was having to be checked and double checked at the time) or generally on the Ellacoyas. That Sort of thing.

Although misunderstanding about the technical details were clearly there, something I brought up at the time and also seemed to get not very far with. Ideally I wanted to find a way of helping customers identify when traffic wasn't being recognised and give information needed. The simple fact that this would be an ongoing process and that signatures would have to be constantly updated and some customers needed to know in detail what was going on was often lost on PlusNet.

Unfortunately there was banging of heads on walls over these and other issues for months, and beyond gaming traffic types that people needed for work such as VPN and SSH tunnels had problems at times.

But hey, I'm sure you've got it all working smoothly now right