Provisioning have screwed my order and downgraded my service
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11-07-2018 11:50 AM
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Bit of a rant really!
I was on the Fibre Unlimited Extra package, but could never get above 30mbps download although I got decent upload speed. As I was due a renewal I decided I didn't need to pay the extra, so agreed to 'downgrade' to fibre unlimited (40/10) which would still be more than I could physically get.
Apparently yesterday was change over date, even had an email to confirm service was as requested and all was good, but oddly around 8am my internet connection was lost. After doing some trouble shooting I logged a call with support who did checks but found they couldn't complete the line checks. So I was left with having leaving the Plus1 hub connected to the master socket test port whilst checks were. This meant I had no internet all day.
This morning I received an email saying all was working and now running on ADSL. ????
No wonder my fibre modem stopped working, someone didn't read the change notice of moving me from fibre unlimited extra to fibre unlimited and for whatever reason pushed me onto a lowly ADSL link!
After having raised this with support, provisioning have put in a request to move me back to fibre unlimited, but its going to take 10 working days to fix.
As I work from home, this is massively inconvenient and impacting on my productivity.
Not a happy bunny!
Fixed! Go to the fix.
Re: Provisioning have screwed my order and downgraded my service
11-07-2018 1:57 PM
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Hi @bigsimes, thanks for getting in contact.
I am very sorry to hear of the poor experience you have had and inconvenience this has caused. As my response contains specific account information, I have updated the open support ticket on the account for you with details of the order. You can view this here
Let us know if you need any further assistance.
Re: Provisioning have screwed my order and downgraded my service
11-07-2018 3:36 PM
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Thanks @abails0105, I have read the response.
I'm just cross that due to someone's incompetence I have a much reduced service and have to wait for it to be rectified. This is impacting me, the customer.
I'll just have to 'sit tight' and wait. I notice from other threads, that this isn't the first time this has happened.
Re: Provisioning have screwed my order and downgraded my service
11-07-2018 4:20 PM
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Thanks for your reply @bigsimes. I do apologise for the issues you've had and appreciate the frustration this would cause.
We will let you know once the order is complete, and as mentioned on the open support ticket on your account look into a gesture of goodwill for the inconvenience.
Let us know if you need any further help.
Re: Provisioning have screwed my order and downgraded my service
18-07-2018 9:22 AM
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I can see the service has transferred back to fibre. The adsl modem stopped and plugging and configuring my fibre equipment is working.
The speeds are dreadful at the moment which I assume is the circuit settling down?
Thanks
Re: Provisioning have screwed my order and downgraded my service
18-07-2018 10:11 AM
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Hi @bigsimes,
Thank you for getting back in touch, I'm sorry to hear that your speeds are still poor. I've checked and the fibre order isn't yet showing as completed on our supplier's system, which will be why you're still receiving ADSL broadband speeds at the moment.
This order should fully complete by midnight today at the latest. Please let us know whether your speed increases after this. If so, we will arrange a pro-rata refund of your broadband subscription charges for the period of time that you've not been receiving fibre broadband and can also look into a goodwill gesture for the inconvenience that this issue has caused. If your speeds are still poor we will investigate this further for you.
Re: Provisioning have screwed my order and downgraded my service
18-07-2018 8:02 PM
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Thank you for the update. Still seeing slow speeds. Will wait until the morning and check to see if there is any improvement.
Kind regards
Re: Provisioning have screwed my order and downgraded my service
19-07-2018 8:13 AM
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Still no improvement I'm afraid. Still getting ADSL level speeds.
Have uploaded BT speed test screen shots.
19-07-2018 10:45 AM - edited 19-07-2018 10:46 AM
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Hi @bigsimes,
I'm sorry to see that you're still receiving poor speeds. I have checked the fibre order and can confirm that this has now fully completed. Testing your line shows it's currently syncing at 33.5mbps, however, your connection profile hadn't automatically increased back to where it should be and looks to have been limiting the speed that you're able to achieve on your side. I've adjusted this now. Please reboot your router and your speed should increase right away.
If your speeds are still poor after you've rebooted your router please can you run through our troubleshooting guides here and let us know whether or not this resolves the problem.
For reference, today's test result is as follows:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEU22657923 |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 33.5 Mbps | ||||
Upstream Speed | 10.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 797.5 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2018-07-18T09:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 33.4 Mbps | 33.4 Mbps | 33.4 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 899.0 Sec | 900.0 Sec | 899.8 Sec |
Retrains | 0.0 | 0.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-07-19T09:07:09Z | 2018-07-19T09:22:09Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: Provisioning have screwed my order and downgraded my service
19-07-2018 12:23 PM
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Many thanks. Speeds are improved. Slightly all over at the moment, but I expect that is the service settling down after the change. Have to go out to a meeting, and will check back in later this afternoon.
Hopefully all is good now!
Re: Provisioning have screwed my order and downgraded my service
19-07-2018 12:36 PM
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Re: Provisioning have screwed my order and downgraded my service
19-07-2018 4:54 PM
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Re: Provisioning have screwed my order and downgraded my service
19-07-2018 5:00 PM
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Re: Provisioning have screwed my order and downgraded my service
20-07-2018 5:07 PM
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Hi. I'm using a wireless link, but the internal network is 802.11ac and running much quicker than the VDSL link.
At the moment it seems to stable at 28mpbs which seems to be the norm now. Will check again, but I think thats the best we gonna get.
Thanks for your help!
Re: Provisioning have screwed my order and downgraded my service
20-07-2018 7:57 PM
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Hi @bigsimes,
Thanks for confirming that. Once you've checked again via a wired connection please let us know what speeds you're receiving form your end of things so we can investigate further.
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