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Migration from non ADSL Max connection

Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Migration from non ADSL Max connection

Greetings ...
If one is currently on a fixed rate IP Steam Home 2000 product (with another supplier)
and then migrates into PN BBYW product, does the connection reconfiguration from 2MBit
to ADSL Max happen by default, or do I have to ask for it ?
The reason I ask the question is that the PN Migration FAQ asks that you:
"Contact your current broadband provider and ask for your MAC Key
and the BT connection product your existing service is on
"
and then goes on to state that:
"You can get up to 8Mb speeds when you switch to your new PlusNet broadband or
opt to stay on the same speed you have with your current provider
"
That is fine, but nowhere during the sign up process was I asked what my BT Connection
product was, nor was I asked if I wanted to "stay on the same speed" (which I don't).
Is the FAQ slightly out of sync with the order process ? , or did I miss a bit Smiley
11 REPLIES
Community Veteran
Posts: 3,789
Registered: ‎08-06-2007

Re: Migration from non ADSL Max connection

Most migrations are on a like-for-like basis, iirc.
However, once you are migrated you can request the MAX upgrade by visiting http://max.plus.net if memory serves.
B.
Not applicable

Re: Migration from non ADSL Max connection

I suspect that the default is for Plusnet to put you on the 'up to 8Mbps' product these days.
I'm sure that last time I did a migration in, the question was there, but I can't remember exactly.
Anyway, by posting here, the Plusnet Comms team will be able to figure out your username, and check your account, then let you know what to expect (and change it if you desire).
I reckon they'll probably take a look over the signup/migration path to make sure its working well (does sound as if it could be improved though)
Welcome to PlusNet! (And the Community Site)
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

Thanks for the responses (and the Welcome).
I must admit that I had assumed that the connection would be converted to
Max, but we shall see ....
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Migration from non ADSL Max connection

Hiya,
It should automatically be converted to ADSL Max.
If it isn't part of the initial order, it should be done shortly afterwards.
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

Thanks Smiley
prichardson
Grafter
Posts: 1,503
Thanks: 1
Registered: ‎05-04-2007

Re: Migration from non ADSL Max connection

Quote
The reason I ask the question is that the PN Migration FAQ asks that you:
"Contact your current broadband provider and ask for your MAC Key
and the BT connection product your existing service is on"

Do you happen to have the link to that FAQ, as we need to raise this with Pirate Petes team to correct.
It is indeed a little out of sync and needs to reflect that the current product information is no longer requested.
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

http://www.plus.net/support/broadband/products/faqs_and_guides/switch_help.shtml
The actual quote is from Section 1.1
Its also re-iterated in Section 6 : Paragraph 3
HTH
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

Well, migration happened today and the sync speed is still fixed at 2Mbit.
Fair enough, and I did note the "it should be done shortly afterwards .. " input from James.
However, on the better safe than sorry basis, I raised an enquiry (ticket) via the Help Assistant
just to ask if the change to ADSL Max was going to happen by default.
This ticket was raised at 0800 today.
No response to the ticket at all. 
Do tickets normally take that long for a response ?
Just wondered ( due to my newness as a PN customer) ...
Superuser
Superuser
Posts: 9,807
Thanks: 1,176
Fixes: 67
Registered: ‎06-04-2007

Re: Migration from non ADSL Max connection

Ticket response times vary on how busy they are. Monday does tend to be busier while things catch up after the weekend. However the target ticket response time is 4 hours.
To confirm which package you are on check your router stats. If the upstream sync speed/data rate says 448kbps you are on max. If it is 288kbps the change has still to be done. It might take a day after migration to get the change done, BT seem to do things in the wee small hours.
David
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

As you say,  2272 down / 288 up definately means a non Max connection (rather than a profile problem)
I was just a bit surprised at a total lack of response after 9 hours, but as you say,
Monday is always going to be a busy day for CS ....
Thanks for the response.
Roswellgrey
Grafter
Posts: 91
Registered: ‎05-08-2008

Re: Migration from non ADSL Max connection

Update : overnight,  the connection was regraded to ADSLMax, and am
now syncing at the anticipated rate.
BT IP profile set at 7150 - PN's IP Profile set to 2000, but it will no doubt
update itself when it gets an autoupdate from the BT systems.
Might I suggest to PN Comms that the migrations FAQ is also updated
to reflect the fact that "old style", fixed rate connections are MAXed by default, with no
customer intervention required (as appears to be the case) ? 
If you are new to PN, this is not clear at all, and this lack of info caused me to
raise a question via the Help Assistant unnecessarily
(I must admit that the lack of response to the ticket after 24h caused
slight concern, but its cancelled now, so its a moot point).