topic Re: Does the ADSL still work when VDSL is activated? in Full Fibre

Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 09:17:16 GMT

Hi,

I got an email yesterday that I am live with my new product Business Fibre Broadband. However my router kept working and speed was still at the usual low speed. I spoke to customer services and they said i need to plug-in the equipment i got from plus net to get higher speeds. I told this person that my current router is supporting both ADSL and VDSL and the VDSL profile doesnot connect but the ADSL keep working. This bloke was adamant its a problem with my router.

Now for some reason after a week from the order i realised plusnet hasnot sent me the harware order, so i went to PC World and bought a new Fibre Modem/Router. And tried to use it and same result (ADSL connects and VDSL doesnot). I then had a online chat with customer service, this time the customer services say - although we went live , its not commited yet. And they said you have to wait another 24 hours to enable him to "escalate" the issue.

I am really confused what is happening and i dont understand what these words mean anymore.

I am running the business still on 3Mbps while i am supposed to be on 78Mbps.

Sanj

Re: Does the ADSL still work when VDSL is activated?

SpendLessTime — Fri, 16 Jun 2017 09:35:06 GMT

@SAKAUK

It is physically impossible for ADSL and FTTC(VDSL) to co-exist in the same line. When your line is moved to the fibre port in the phone cabinet, ADSL stops as it is now disconnected from your phone line.

So basically something has gone wrong on the order if the line is still running ADSL.

@Gandalf @MatthewWheeler could you please help and find out what has happened to this order?

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 09:47:03 GMT

Hi,

Thanks for the quick reply, I thought as much about ADSL/VDSL co-existing, I wish the support services is aware of this simple fact so the customers are not misled and stop customers wasting money buying new hardware unnecessarily. I spent £139 buying a new router as I am keen on the new speed.

On top, today I received 2 emails to the effect that plusnet have dispatched 2 hardware, I don't know if they both needed?

1. Plusnet Hub One - Business

2. Technicolor TG582n Fibre Router

Anyway now I will have at least 3 routers at home , but no VDSL on the line.

Re: Does the ADSL still work when VDSL is activated?

Gus — Fri, 16 Jun 2017 10:34:16 GMT

https://www.plus.net/my.html?action=data_transfer_speed check that and it will still be on ADSL profile not Fibre, need to get them to update it

Re: Does the ADSL still work when VDSL is activated?

MatthewWheeler — Fri, 16 Jun 2017 11:35:47 GMT

I'm looking into this now.

Will update my post once I know more.

[edit]

It looks like the agent who scheduled your upgrade didn't place the order.

I've placed this for you now and we'll confirm the date shortly

Re: Does the ADSL still work when VDSL is activated?

mikelahey — Fri, 16 Jun 2017 12:13:30 GMT

The Technicolour router won't work directly with VDSL, you need an Openreach VDSL modem which they don't give out anymore.

The hub one will work with both VDSL and ADSL. So this is the one to use out of the two you mentioned.

You may find the PC world router you bought will outperform the Hub one but you will need to set it up manually.

Re: Does the ADSL still work when VDSL is activated?

MauriceC — Fri, 16 Jun 2017 12:30:18 GMT

@MatthewWheeler wrote:

It looks like the agent who scheduled your upgrade didn't place the order.

I've placed this for you now and we'll confirm the date shortly

Combined with the misinformation given by the Customer agents (see OP) which prompted the User to purchase a new router this a very poor outcome @MatthewWheeler. Hopefully this order can be expedited and a suitable arrangement for the uneccessary user expense.

Re: Does the ADSL still work when VDSL is activated?

Gandalf — Fri, 16 Jun 2017 13:16:45 GMT

Whilst I appreciate the inconvenience caused, we won't be able to expedite the order unfortunately.

One of the reasons is that our suppliers are currently experiencing problems with the Openreach systems they use where they are unable to amend any orders (i.e. change the required by date). Appreciate the frustration by this.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 13:34:03 GMT

oh God, are you suggesting that my order was never placed with your suppliers?

Despite the fact i have been in touch with customer services at least 7 times since i have placed the order on Thursday last week (I have chat transcripts for 5 of them , 2 of them were telephone) as the importance of the order is critical to my business.

I am actually glad i posted in this thread as otherwise so far all i got from the customer service was probably pure nonsesnse. I am now having second thoughts to see should i try to look elsewhere.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 13:45:51 GMT

And my current order date is 27/06/2017?? That is 11 days from today. Seriously???

Re: Does the ADSL still work when VDSL is activated?

Gandalf — Fri, 16 Jun 2017 13:52:40 GMT

Sorry for the poor experience you've received. The order is now committed for the 27th, unfortunately pushed back from the minimum lead time of 23rd, due to engineer availability in the local area.

I'm moving the ticket on your account to my team pool so that we can monitor the order for you.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 15:25:41 GMT

Thanks gandalf,

Will your team be monitoring to see if you can prioratise this (when the suppliers issue of not letting you update the order is resolved?) please?

I am sure there must be something you can do to prioratise the dates, is there no way to bring an engineer outside the local area? My business depended heavily on the go-live date (As i was promised for yesterday) and now suffering immensely, i am happy to pay any resonable amount (costs of an engineer or whatever) if thats a way to prioratise the date. This is how serious a matter for me at present. I expected your Business packages have this sort of flexibility. Please dont let us down.

Re: Does the ADSL still work when VDSL is activated?

Gandalf — Fri, 16 Jun 2017 15:54:37 GMT

@SAKAUK wrote:
Will your team be monitoring to see if you can prioratise this (when the suppliers issue of not letting you update the order is resolved?) please?

Our suppliers HLE team have advised us that they'll let us know when it's fixed.

@SAKAUK wrote:
I am sure there must be something you can do to prioratise the dates, is there no way to bring an engineer outside the local area?

I wish I could, unfortunately it doesn't work like that.

We don't have a means of managing our suppliers resource I'm afraid

@SAKAUK wrote:
My business depended heavily on the go-live date (As i was promised for yesterday) and now suffering immensely, i am happy to pay any resonable amount (costs of an engineer or whatever) if thats a way to prioratise the date. This is how serious a matter for me at present. I expected your Business packages have this sort of flexibility. Please dont let us down.

The wholesale cost to expedite a fibre order is in excess of £200. In my opinion, this isn't a reasonable amount, having said that, I appreciate everyone has different opinions. Whilst we'll be happy to place the expedite if you're happy to pay, because of the current system issues, it's not something we can arrange at this time.

I've discussed this with a manager, and we'd be happy to offer you a gesture of goodwill once your fibre service is up and running.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Fri, 16 Jun 2017 16:21:55 GMT

Once the supplier issue is resolved please let us know what is the date you can expedite for free (considering all this is down to the mistakes at plusnet end ) and the date that you can expedite for the £200. Then we will decide the paid option.

Basically if this issue can be resolved within next 24hours we would have gone for £200 option straightaway.

We are at present looking for alternative means to run our business as plusnet let us down when we needed it most.

Re: Does the ADSL still work when VDSL is activated?

Gandalf — Fri, 16 Jun 2017 17:08:54 GMT

The date would be the same. We won't be able to offer a free expedite I'm afraid, I'll be happy to discuss a gesture of goodwill with you once the fibre service is provided.

Sorry that we're unable to process any expedites at this point. I appreciate the frustration, we've tried several times, unfortunately our suppliers have simply pushed back advising us of the system issues.

Re: Does the ADSL still work when VDSL is activated?

markhawkin — Sat, 17 Jun 2017 10:11:41 GMT

@SAKAUK

Take/send the router you bought back to PC World. I'm sure they will take it back. Tell them it didn't work well or something (true but not their fault... )

The basic problem is that the Plusnet e-mails on fibre upgrades seem rather detached from anything happening. Plusnet are (to a large extent) resellers of services provided by Openreach and Openreach are a law unto themselves and their customers more or less have to "take or leave" what Openreach do.

Only Virgin are "integrated", everyone else who is a landline based Internet Service Provider has the same service from Openreach.

It won't make you any less cross with Plusnet but that's how it is.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Mon, 19 Jun 2017 13:07:16 GMT

Please note I am not cross with plusnet for the lead times of the openreach, i am cross with plusnet because they didnot do their job properly by making the order with openreach when i placed the order with plusnet. Then ignored the same despite my almost everyday of following it up. I ordered the fiber on the day1 openreach went live with our new fiber cabinet so i was hoping to be in the first few orders so lesser leadtime on openreach. But now because of the intelligent activity of the plusnet agents, i am probably at the very back of the queue where whole village order it hence the lengthy lead-times of openreach. Please tell me if its still wrong of me to be cross with plusnet.

Secondly I ordered a business package and i assumed business needs more atention but apperently not. Based on the plusnet go-live dates i arranged business activity which i had to postpone and for that we lost trust with our customers and suppliers, this week we moved our activity to Regus virtual office as we lost trust in the infrastructure and we can't believe anymore that we can depend on the connections promised until it happens.

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Re: Does the ADSL still work when VDSL is activated?

newagetraveller — Mon, 19 Jun 2017 09:31:53 GMT

"Plusnet are (to a large extent) resellers of services provided by Openreach."

Do you mean BT Wholesale? Openreach look after th BT infrastructure.

Re: Does the ADSL still work when VDSL is activated?

SAKAUK — Mon, 19 Jun 2017 13:08:03 GMT

I have no idea who is who actually, expect I know my order is with plusnet. I assumed the PlusNet places an order with BT Openreach (they have always referred to them as "our supplier" so I can only assume) and I thought the openreach engineers who do the work at cabinets (again I only assumed as all the people come and work on the cabinets come in with vans with sign Openreach).

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Re: Does the ADSL still work when VDSL is activated?

Gandalf — Mon, 19 Jun 2017 12:22:12 GMT

Discussing this further with my manager, we've agreed to expedite the order.

We'll keep you updated via this ticket