ADSL2+ enabled, no regrade option yet.....

It seems my exchange can finally support ADSL2+ (WBC) as of today. I admit it, I've been checking every day, and it would have to be the weekend when they finally update the checker!

Quite obviously I suppose, the Zen regrade facility doesn't show WBC as available yet. Is this likely to be updated quickly (i.e. Monday), or is there something else I can do to push the switch through (like emailing custoemr services)?

I'm a little more than keen to switch, as my 20CN connection is suffering from bas contention, and they're not about to bother with it anytime soon.

Cheers,
AP

I was in exactly the same position as you. My exchange EMRPLEY was 21cn enabled in the 2nd half of last year. I called Zen and asked for the regrade (as the tool on the customer portal would not allow it), but they were not able to process the upgrade for my line.

Zen said they would action the upgrade as soon as they were in a position to do it with Openreach. I believe Openreach do bulk migrations in the exchanges.

Strangely enough yesterday I was checking my usage on the customer portal and noticed a live order. At 6.00am yesterday a job was created to upgrade me to 21cn, current status is awaiting a date from BT.

This must be happening at least 4 months after the exchange was enabled.

I had forgotten all about my request to be honest, as im due to have FTTC enabled on the 1st MArch.

I would call Zen on Monday and ask them to process it when possible same as they did with me, then sit tight and keep an eye on the portal.

Really, 4 months later? Seems a little odd.

Surely if another ISP showed that "up to 20mb" was available once the checkers are updated, then by moving ISP you'd get the better service. So why can't you get an upgrade with your current ISP?

I'll drop them an email on Monday, and will try to post my progress!!

Cheers,
AP

Yeah the BT Wholesale checker has shown up to 20 eg available for a while. Think it is based on individual lines however, sure zen will explain it to you better when you ask.

Only 21CN is enabled at an exchange it is available for any line to migrate onto. The decision when is down to the ISP.

Well, my upgrade supposedly went through this morning. On ADSL I was getting 8064, and after checking the modulation is set to auto (and I tried with ADSL2+ as well), turning the router off for a minute or so and on, going for a shower, checking again, my speed is....... 8064. What's that about?

Hi,

Have you placed an order for an ADSL2+ regrade? If so, I would not expect the behaviour you've seen so it may be worth contacting Support.

If you haven't, and the change is simply the migration we have initiated for you to the 21CN network, then place a regrade order to ADSL2+ in the Customer Portal. Remember 21CN offers the ability to get ADSL2+; when we move you it does not automatically switch you to ADSL2+. This is because for many lines (generally sub-6.5Mbit/s) the performance on ADSL2+ is no better, and sometimes worse, so an automatic switch to ADSL2+ would not be beneficial to many customers.

kind regards,
Phil Long

Well I got a reponse for Zen, which was anything but helpful. Apparently I have to wait until BT move me to 21CN, then Zen will send me an email inviting me to regrade.

No info on timescales, but if Ripley's post is anything to go by, and it really will take 4 months, then I'm really not prepared to put up with the ridiculous speeds I'm seeing right now.

Am I right in thinking that if I where a new customer I would be connected straight to the 21CN kit? Would this also be the case if I migrated to another ISP?

Edited by AndyPandy (Mon 23-Jan-12 12:37:28)

Hi Andy,

To answer some of the questions you've raised:-

- If you were a new customer you would be connected to the 21CN kit

- Moving ISP would give you a better service? If a better service means a higher upstream and downstream rates in the short term, then yes if the new provider placed you on to 21CN, ADSL2+, your line was good enough for ADSL2+ and your router was compatible.

- Is it really 4 months to migrate? Generally, no.

The first 2 answers without some background information looks quite bad, which I do understand. You could easily ask, "why does a new customer get to go straight to WBC and I don't?"

Moving our customer base requires co-ordination. On the whole we migrate most of our customers within 2 months of their exchange being enabled, some are a couple of weeks if the timing is right. We have to do this because, Openreach who carry out the work in the exchange need to accommodate the high demand and plan their resources in advance, we need to ensure the network grows in line with our customer migration and our operational teams are prepared for the migration and after care activities.

This is typically what happens:-

1. Your exchange is due to be enabled on 30/01/12

2. We will have submitted our migration plans for Feb to BT at the end of November 2011, including your exchange in that plan

3. We will have confirmation of the volumes we can achieve at which exchanges on a prescribed date or date range at the start of January for what we can achieve in Feb. Your exchange is included in the list

4. Orders are placed and you are notified. minimum lead time for order placement is 12 working days.

5. Migration completes

6. You have the option to regrade your service to ADSL2+ in the customer portal

All very good, but thing like this can happen:-

Between points 2 & 3, the plans for enabling your exchange slip. Your exchange is then stripped out of the plan by BT at point 3. Once the data is processed your exchange goes into the next period migration plan, assuming it is on the list. Cycle continues until exchange enabled.

If your exchange then recovers from the slippage, the plans have moved on and no engineer resource is allocated therefore the exchange goes in to the next plan.

This is precisely what happened to your exchange .

Of course there are times when we can deviate from this approach and migrate on a per circuit basis. We don't generally opt for this, for some of the reasons highlighted above, however we do recognise there are situations where waiting for everyone to fall into the migrations plan doesn't work, yours being a good case.

I've sent you details of what I've done for you separately, but I hope the info above helps you (or any others interested) understand how and why we approach this the way we do. If we had our way, it would all be done by now!!!

Hope this helps.

Cheers,
Brian

Excellent explanation Brian, and one that I hope many others will find useful. Also, many thanks for your help and attention - it reminds me why I'll remain loyal to Zen.

Cheers,
AP