ADSL2+ Faults

Anyone here on ADSL2+ that has had a fault? If so do you know how long it normally takes to resolve?

I was moved over on the 11th, and have had a serious connection issue from the start.

Sync Speed is ok 4523 but actual download speed is about 15kb/s, I have heavy Heavy Packet loss,
Websites are taking ages to load, and my ping is now about 200ms instead of 11ms.

I like to think of myself as a patient person, but it has taken 2 days to agree there is a fault and was passed over to the 21cn team at 1pm today.

I know i am probally coming across as impatient, but with the weekend fast approaching I dont think I can handle the connection speeds (or lack of) as it means I cant even play the games on facebook let alone play Battlefield Vietnam or CoD, and downloading anything is out of the question.

Edited by adamsh (Thu 13-Aug-09 19:26:42)

I have been on the ADSL2+ trial since April. I have the impression that there is little constructive help available and little feedback from the ISP.

Regarding time scale, it seems response times can vary from hours to days. The ticket tennis can last weeks with no positive result, I finished up giving up entirely.

I believe that BT or whoever they like to call themselves are pretty much in the dark when it comes to problem solving and Plusnet are failing to support their customers who are taking part in the trial.

I may be wrong but this is based on my experience and is therefore my opinion.

Edited by deleted (Thu 13-Aug-09 23:36:14)

I'm begining to get that impression.

Waiting for a reply from the 21CN team whoever they are, I dont know if they are Plusnet or BT. The thing that annoys me isn't the fact I have a fault, it's the fact support are not very supportive, I havent got a clue whats going on, or what the time frame is.

Edited by adamsh (Fri 14-Aug-09 12:40:45)

I decided enough was enough and asked for my mac key after 11 days.

After 11 days of poor internet (unusable) it was decided an engineer needed to be arranged for a visit to my property, even though I had said many times there was not a fault at my property.

I understand plusnet need to do what BT ask them, but I after 11 days of ticket tennis, and me repeating myself in nearly every ticket, I am dissapointed the only thing to come of it was that a bt engineer needed to visit me and confirm what I had been saying for 11 days, wasting yet more time, and leaving me even longer without a connection.

Now all I need to di is wait for my mac code, wonder how long that will take .

I am looking at one of the LLU ISPs, its time to use something that has the least reliability on BT as possible.

Hi Adam,
I will be going the same way as you in the not to distant future.

At the moment I have a mobile broadband account with O2 and their customer service is really great.

With me already having a mobile phone with O2 my home broadband will only costs around £8.

Considering the way I, and many others have been ignored by Plusnet when asking for assistance with the ADSL2+ trial they deserve to lose everyone with this speed problem.
At the start of the trial, after initial training I was getting a profile of 6500kbps, I am now lucky to to get 3500kbps, I can match that on O2 mobile broadband!

Plusnet seem to be suggesting that as soon as they get the automation sorted out they will be moving increasing numbers over to ADSL2+. Anyone who is watching the ADSL2+ (21CN) Trial forum will I suspect think this absolute madness. It's looking like the Max fiasco all over again.

I count myself very lucky that no date has yet been set for WBC on my exchange! (even though I would no longer have to pay for the faster upload speed)

In reply to a post by lenseman:

With me already having a mobile phone with O2 my home broadband will only costs around £8.

This isn't a dig at Plusnet or any other ISP but if your exchange has been LLU'd by O2, I can't understand why anyone wouldn't move given the much lower prices and higher speeds etc.

A very valid point unfortunately they are not rushing to make smaller exchanges viable

Well to be fair to plusnet, I didnt have any issues at all while I was on normal ADSL, and I do think a lot of the reason for it taking as long as it was is due to the hoops BT were making them jump through.

The support didnt seem as on the ball as it used to be when I was with them 3 years ago, not sure what the reason for this is, maybe they have a lot more customers now than they did back then.

But on the same note, i knew/know there is not a problem at my property, and blatant facts seems to be ignored during the history of the ticket. I knew that it would probally take a while for a BT engineer to be booked, and I knew that once the BT engineer had arrived he would find no problem.

We would then have been back to square one.

My main reason for moving to a LLU product is because there is more freedom, no profiles, and the option to set your SNR to a setting much lower than BT would allow.

On the plus side, the guy I spoke to when I asked for my code was helpful and said it would be with me within the hour.

In reply to a post by paddyclark:

A very valid point unfortunately they are not rushing to make smaller exchanges viable

Unfortunately there are, and probably always will be digital divides within the "official" digital divide.

Yes, BT's management of broadband and infrastructure certainly leaves a lot to be desired. The problem is that without intervention, things will only get worse.

I've replied to this post, but it's applicable to all really.

I think we're seeing 3 main issues on ADSL2+ currently.

1) PPP drops: Although this seems almost in entireity down to maintenance work.

2) Throughput: We're seeing a number of people reporting that their throughput is considerably below their sync rate (and IP Profile), such as Adam.

3) Banded profiles: Banded profiles are being applied to line where any minor form of instability is seen in addition to changes to noise margin. We're currently collating data on this to present to BTs DLM team.

James is there any mechanism whereby Isp's talk to each other and share experiences with regard to ADSL2+ faults, It would be of benefit to every ADSL2+ customer.

Currently a number of ISP's seem to be suffering from problems, some are more down the line than others.

Yep, I've been speaking with a few @ IDNet. But I'm not sure if other ISPs would do the same.

They're seeing the PPP & throughput issues too.

But I'm not sure if other ISPs would do the same.

That's a shame really I would have thought a united front would put more pressure on BTW to pull their finger out

PS I see Zen are having probs. I wonder if I should post this in there as well.

The guys at AAisp have been pretty vociferous about this too. You might gain from a chat with them. The sad thing is I think all the issues you mention were encountered with the original Entanet experiments with WBC and WBC+ADSL1. And we're talking a long time ago now.

To be fair, Entanet jumped straight into IPSC/WBC (probably) based on the costs they would save.

On the back of the hell we went through with IPStream Max, we decided to sit tight for a bit and see how things panned out.

I'll have a read of the AAISP blog.