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Migration issues (26/11/14)

ian007jen
Rising Star
Posts: 392
Thanks: 4
Fixes: 2
Registered: ‎06-09-2007

Migration issues (26/11/14)

Morning
Migrated back into Plusnet today
Ticket from account #95006061.
I  seem to be on a fixed rate  1Mb connection
Router stats:
DSL synchronization status:Up
Connection status: Showtime
Upstream line rate (kbit/s):288
Downstream line rate (kbit/s):1152
Maximum upstream rate (kbit/s):980
Maximum downstream rate (kbit/s):6132

Thanks
Ian
13 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Migration issues (26/11/14)

Hi there,
After taking a look into this I can see that you have an up to 8mb ADSL connection, which is the fastest available at the local exchange
As the estimate for your line is 1mb that would mean the speeds you've mentioned are about right for your line.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Superuser
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Registered: ‎30-07-2007

Re: Migration issues (26/11/14)

Are you sure about that Adam ? , there's been a couple of incorrect provisions lately on fixed 1Mb http://community.plus.net/forum/index.php/topic,134113.0.html
AFAIK the 288 Upstream is a bit of a giveaway, and also the stats from Ian's router show a potential Max of 6132 which would indicate that any estimate of 1Mb is wrong!
ian007jen
Rising Star
Posts: 392
Thanks: 4
Fixes: 2
Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

@MisterW  Thanks  you are correct
@Adam
The estimate for my line is 1 to 3 Mb......I have been connected for the last 5 years above 5 Mb.

The 228 upstream does indeed give it away
Ian
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
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Registered: ‎27-04-2007

Re: Migration issues (26/11/14)

Quote
Are you sure about that Adam ?

Absolutely, I've just double checked to make sure.
Quote
I have been connected for the last 5 years above 5 Mb.

Hmmm, I think the issue may be related to BT's address records I'm going to take a deeper look with a colleague now and will update you ASAP.
UPDATE:
The issue was not so much the address itself but the data associated with it. This in turn left us with no immediately obvious option to give you anything more than a Max DSL (ADSL1) connection.
We've found a way to rectify this and you should be on the right product tomorrow.
Any further issues then just drop us an update here and I'll ensure we take another look for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ian007jen
Rising Star
Posts: 392
Thanks: 4
Fixes: 2
Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

Still got issues
I forced a resync this morning (after no drops overnight) and still seem to be on a fixed rate product.
STATS
Upstream line rate (kbit/s):
288
Downstream line rate (kbit/s):
1152
Maximum upstream rate (kbit/s):
992
Maximum downstream rate (kbit/s):
6004
Upstream noise safety coefficient (dB):
22
Downstream noise safety coefficient (dB):
26.1

Can you take a look again please Adam .
Ian
Superuser
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Re: Migration issues (26/11/14)

Quote
after no drops overnight
Doesn't seem like any product change happened then... Sad
Plusnet Help Team
Plusnet Help Team
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Re: Migration issues (26/11/14)

ian007jen,
Sorry to hear that nothing as changed.
I've just gone to manually place an order to modify your service as I literally have no options available. This points towards a possible records issue as I originally suspected.
I'll need a little more time to dig into this for you so do you mind leaving this with me for now?
I'll get back on the case tomorrow and will keep you posted.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ian007jen
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Posts: 392
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Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

Thanks very much for your assistance on this, could the phone line migration problems (ticket #9524160Cool also be linked to this record issue.
Ian
ian007jen
Rising Star
Posts: 392
Thanks: 4
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Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

MARVELOUS
Nothing done today...that will be a whole week of virtually unusable service.
What a catalogue of errors.
Signed up and choose to be migrated on 3/12/14.
Order unable to progress....so plusnet pushed through an order of a fixed rate 1Mb service.
Plusnet also forgot to set migration date of 3/12/14.
Contacted customer service regard what date I was going to be migrated ....reply 3/12/14.
ON 26/11/14 I was migrated onto a 1 Mb connection (barely usable compared to my usual >5 Mb)
After 2 full days...... no progress at all......Not impressed
Ian
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Migration issues (26/11/14)

@ian007jen,
I'm sorry I've been unable to make any movement on this today, I've had much more to pick up than anticipated.
I'm unable to set an expectation as to exactly how soon this will take us to resolve but I'll promise to prioritise this on Monday for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ian007jen
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Posts: 392
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Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

Anything done so far today?
Plusnet Help Team
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Re: Migration issues (26/11/14)

Adam has a personal ticket' on your account for this. I've checked the account and an order has been placed which should sort this for you. You should see an improvement tomorrow, but please update the ticket or this thread if you don't. Updates like this usually happen in the early hours.
Tony.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
ian007jen
Rising Star
Posts: 392
Thanks: 4
Fixes: 2
Registered: ‎06-09-2007

Re: Migration issues (26/11/14)

Thanks Adam and Tony..
seems to have sorted it (just waiting for the data_transfer_speed to update)
DSL synchronization status:
Up
Connection status:
Showtime
Upstream line rate (kbit/s):
448
Downstream line rate (kbit/s):
6816
Maximum upstream rate (kbit/s):
948
Maximum downstream rate (kbit/s):
7356
Ian