topic Re: Upgrading to Unlimited - ticket history in Plusnet Feedback

Upgrading to Unlimited - ticket history

Oldjim — Fri, 21 Dec 2012 11:41:07 GMT

I just thought I would document this as it has all the hallmarks of a total screw up on my line which won't stand interleaving being turned off

Quote
10:10am, Wednesday 19 Dec 2012
Provisioning of your ADSL Account Information
Pending Provisioned Service \'WBC MAX8 mb/s (ADSL1 Annex A) Standard Stability, Auto Interleaving, 448kbit/s Upstream\' added as a part of Account Change process
10:10am, Wednesday 19 Dec 2012
Provisioning of your ADSL Account Information
New Action 21CN Modify Submitted added
(via ADSL2+ Order System Interface)
10:10am, Wednesday 19 Dec 2012
Broadband product change scheduled successfully
From: Extra
To: Plusnet Unlimited (Contracted)
This change will take place on the next billing date, 2012-12-23 00:00:00
8:49pm, Wednesday 19 Dec 2012
An update report has been received for this account.
The broadband service is now being transferred to the 21C Network.
The transfer will complete by midnight on 22/12/2012.
3:19am, Friday 21 Dec 2012
An update report has been received for this account.
The broadband service has now been successfully regraded to up to 8Mbit/s speeds .
3:19am, Friday 21 Dec 2012
Provisioning of your ADSL Account Information
Action 21CN Modify Submitted cleared
Modify order has been completed
Subject: Your broadband service has been updated
Dear Mr
Account username:
Your broadband is now running on an 'up to 20Mb' service.
Please note that during the next 10 days, you may see some disconnections to your broadband as checks determine the fastest speed your line can reliably support.
You can find out more details about our up to 20Mb service here:
http://www.plus.net/support/broadband/speed_guide/speed_basics.shtml#speedChanges
Should you have any questions, please use the help assistant:
http://help.plus.net/
Kind regards,
Plusnet Customer Support
Service Notice #149502507
Service Notification
3:19am, Friday 21 Dec 2012
The customer was mailed the following message to address(es
Subject: Your broadband service has been updated
Dear Mr
Account username:
Your broadband is now running on an 'up to 20Mb' service.
Please note that during the next 10 days, you may see some disconnections to your broadband as checks determine the fastest speed your line can reliably support.
You can find out more details about our up to 20Mb service here:
http://www.plus.net/support/broadband/speed_guide/speed_basics.shtml#speedChanges
Should you have any questions, please use the help assistant:
http://help.plus.net/
Kind regards,
Plusnet Customer Support
Service Notice #149502506
Service Notification
3:19am, Friday 21 Dec 2012
The customer was mailed the following message to address(es
Subject: Important information about your broadband connection
Dear Mr
Account username:
We have asked our wholesale broadband suppliers to turn interleaving off at your request.
The stability of your service may suffer as a result of turning interleaving off. If you have problems and want to turn interleaving back on, you will need to use the Broadband Fault Checker at our website - http://faults.plus.net/
Interleaving usually takes 24 hours to turn off, but can take up to 5 days to take effect.

Kind regards,
Plusnet Customer Support

Re: Upgrading to Unlimited - ticket history

MisterW — Fri, 21 Dec 2012 11:53:51 GMT

That's just the sort of thing making me wary of changing. Why does a simple account change have to mess with ADSL profiles ?

Re: Upgrading to Unlimited - ticket history

bobpullen — Fri, 21 Dec 2012 14:16:05 GMT

I suspect what you've seen there Jim is a the product of one of two known problems (ref: 73795/73010). The odd thing here is past examples I've seen have capped a customer's upstream. This particular order seems to have done nothing but the opposite

Upstream Link Info - 864kbps

Re: Upgrading to Unlimited - ticket history

Oldjim — Fri, 21 Dec 2012 18:41:52 GMT

and as expected it has mucked up my connection - see my upstream errors
Question #63653666 raised if someone wants to help

Re: Upgrading to Unlimited - ticket history

Oldjim — Sun, 23 Dec 2012 11:08:27 GMT

To wrap this up - the uncapped upload was unrelated to the move as it was part of the mass uncapping so just a coincidence
However I received this email today from padmin@peh-cronhost05.servers.plus.net; on behalf of; Plusnet Support [support@plus.net] and it seems that the system thinks that I am a new customer and this may well explain all the odd tickets raised on my account
To add -
Current line speed:
7.15 Mb (sync speed 4864kbps)
So it looks like this was set back to default for the up to 8Mbps service

Re: Upgrading to Unlimited - ticket history

bill888 — Sun, 23 Dec 2012 15:36:41 GMT

Jim, I've read this thread with interest, but I am a bit confused with what has or has not changed.
Are you saying the product change to Unlimited, did not in fact affect your ADSL line profile/parameters?
You mentioned interleaving might have been turned off early on in the thread?
You later said the upstream was uncapped by the bulk upstream uncapping programme. Is this the first time your upstream was uncapped by the programme, or was it uncapped again because it had been uncapped previously by the programme?

I also recall when I've previously changed products from BBYW to Extra and presently Premium, there was no change to the ADSL line profile/parameters.
fwiw, I have a 6.5mb downstream, but I am on ADSL2+ (past ticket request) and upstream has been recapped to 448 kbps after experiencing problems with phone ringing. I'm wondering if I were to change to Unlimited, whether I will end up with ADSL1 and uncapped upstream, and then have to go through the motions of getting the line parameters changed back to previous preferred settings.

Re: Upgrading to Unlimited - ticket history

Oldjim — Sun, 23 Dec 2012 19:22:09 GMT

Product change - changed my Plusnet profile from about 4.2 to 7.15
I had the upstream capped because of instability and the bulk uncapping changed that - see this thread http://community.plus.net/forum/index.php/topic,109421.0.html
Interleaving wasn't in fact turned off - that was a spurious email which was wrong - I don't know how it was generated
The profile changing may have been a one off but in any case wouldn't restrict your speeds
About the uncapping this was apparently unrelated to the product change
My line is stable waiting for the upstream to be capped again only because it resynched while the phone was ringing with this result

ADSL Link Downstream Upstream
Connection Speed 4864 kbps 384 kbps
Line Attenuation 50.0 db 24.5 db
Noise Margin 3.8 db 10.0 db

Re: Upgrading to Unlimited - ticket history

bill888 — Sun, 23 Dec 2012 19:40:53 GMT

Thanks for clarifying with regards to interleaving.

So looks like you have ADSL1 before and after the product change.

hmm, so as my line speed is also less than 8mb, there may be good chance my line may change from ADSL2+ to ADSL1, if the PN systems also provision my line with the same settings as your line and starts a new 10 day training period....
\'WBC MAX8 mb/s (ADSL1 Annex A) Standard Stability, Auto Interleaving, 448kbit/s Upstream\'

Re: Upgrading to Unlimited - ticket history

Oldjim — Sun, 23 Dec 2012 20:05:45 GMT

That was also wrong - it wasn't reprovisioned and there was no new training period - confusing isn't it (well I was when I received it)

Re: Upgrading to Unlimited - ticket history

bill888 — Sun, 23 Dec 2012 20:20:36 GMT

Tnx for the reply.
ok, I think I'll bite the bullet and change to Unlimited ADSL which would take effect later this month.
Hopefully, it will be treated like previous product changes and so there should be no ADSL profile/parameter changes to my service.

Re: Upgrading to Unlimited - ticket history

Luzern — Sun, 23 Dec 2012 20:31:01 GMT

Hi OJ! I went via the Upgrade path. inthe community site My ticket has

Quote
Broadband product change scheduled successfully
From: Extra
To: Plusnet Unlimited (Contracted)
This change will take place on the next billing date, 2013-01-05 00:00:00

Did you, perhaps go via the portal?

Re: Upgrading to Unlimited - ticket history

Oldjim — Sun, 23 Dec 2012 22:39:30 GMT

Nope
I used the upgrade path

Re: Upgrading to Unlimited - ticket history

bill888 — Mon, 24 Dec 2012 03:57:10 GMT

Out of curiosity, how did you manage to obtain such detailed ticket history?
I went through the Product Change tab to change to Unlimited yesterday Sunday night.
The only acknowledgement I can find is a Pending entry for Unlimited dated 01/01/1970 in my Account Summary page. No Order number, No emails. No tickets. Perhaps they will start appearing later?

Re: Upgrading to Unlimited - ticket history

dvorak — Mon, 24 Dec 2012 08:39:28 GMT

did you look at closed tickets?

Re: Upgrading to Unlimited - ticket history

bill888 — Mon, 24 Dec 2012 09:20:08 GMT

Tnx Dvorak.
I just checked for closed tickets and indeed there is just one message on Dec 23 confirming my product change from Premium to Unlimited, has been scheduled successfully.

Update Dec 25:
My product change appears to have been completed without any apparent issues this morning.
No loss of ADSL line sync. Router logs show PPP session lost and re-established.
There have been no confusing tickets since Dec 23rd, relating to ADSL provisioning. My 6mb ADSL2+ and recently recapped upstream have not been affected.

Service Notification
12:50am, Tuesday 25 Dec 2012
Bandwidth usage has been reset
Service Notification
12:50am, Tuesday 25 Dec 2012
The Data Transfer Watch of £15.99 has been removed from this customers account due to account change.
Service Notification
12:50am, Tuesday 25 Dec 2012
Invoice Period changed from: monthly to monthly
12:50am, Tuesday 25 Dec 2012
The customer was mailed the following message to address(es)
Subject: Your Broadband product change is now complete
(I've not included the remainder of the message)

Service Notification
12:50am, Tuesday 25 Dec 2012
User account type changed from Plusnet Premium to Plusnet Unlimited (Contracted)
Service Notification
12:50am, Tuesday 25 Dec 2012
Bandwidth usage has been reset
(Router logs show PPP session was lost and re-established at 2.45am acquiring new WAN IP address)

Re: Upgrading to Unlimited - ticket history

bobboulby — Mon, 24 Dec 2012 09:24:23 GMT

I upgraded from Premium to Unlimited (Contract) yesterday evening. I’m already on ADSL2+ with an uncapped upload speed but this is my ticket history (my bold for emphasis):
Your Response
7:56pm, Sunday 23 Dec 2012
Provisioning of your ADSL Account Information
Pending Provisioned Service \'WBC MAX24 mb/s (ADSL2+ Annex A) 448kbit/s Upstream\' added as a part of Account Change process
Your Response
7:56pm, Sunday 23 Dec 2012
Provisioning of your ADSL Account Information
New Action 21CN Modify Submitted added
(via ADSL2+ Order System Interface)
Service Notification
7:56pm, Sunday 23 Dec 2012
Broadband product change scheduled successfully
From: Plusnet Premium
To: Plusnet Unlimited (Contracted)
This change will take place on the next billing date, 2013-01-18 00:00:00
Service Notification
4:46am, Monday 24 Dec 2012
An update report has been received for this account.
The broadband service is now being transferred to the 21C Network.
The transfer will complete by midnight on 18/01/2013.
So can I be sure that my service will remain unchanged?
All very confusing – Bob

Re: Upgrading to Unlimited - ticket history

jelv — Mon, 24 Dec 2012 09:27:45 GMT

Reading that suggests your upload might be capped.

Re: Upgrading to Unlimited - ticket history

bobboulby — Mon, 24 Dec 2012 09:30:11 GMT

I hope not, maybe someone from PlusNet could comment?
Bob

Re: Upgrading to Unlimited - ticket history

orbrey — Mon, 24 Dec 2012 09:54:41 GMT

Hi there,
It's just ticket autotext, not sure why it's popped up though as your upload is indeed already uncapped? That hasn't changed anything though, don't worry - the uncap is still in place

Re: Upgrading to Unlimited - ticket history

Oldjim — Mon, 24 Dec 2012 09:56:35 GMT

To finish off my report - upstream capped again at about 1.00 am and a resync this morning got the downstream speed back to where it should be