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"interleaving off at your request" email, but didn't make that request

snozboz
Rising Star
Posts: 402
Thanks: 13
Fixes: 1
Registered: 27-07-2007

"interleaving off at your request" email, but didn't make that request

Hello.
My Dad has just received an "interleaving has been switched off at your request" email - but he didn't make that request.  This is disconcerting and confusing for him.  Please change things so that customers don't get such confusing messages.
He's just changed to the new "Broadband Unlimited" package, and by reading through the closed tickets on his account it seems this change triggered off a move to 21C - though my understanding was that he was already on ADSL2.  I presume that interleaving had been on (he has had some faults in the past), but that it was automatically turned off when his connection was moved to 21C - presumably because there's a chance that on the new 21C he won't have as many faults so won't need interleaving.  Am I right in all this?
It would have been much better if he had received an email informing him of all this - that his package change had triggered the move to 21C, and that interleaving would therefore be turned off.  Rather than the confusing email he did receive, stating that he'd requested something he knew nothing about.
6 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: "interleaving off at your request" email, but didn't make that request

Hi there,
It's down to the bulk upstream uncap orders that are being placed - those are also changing the status of interleaving which we're looking into. Would he like it putting back on? Best to do so today so it'll be completed tomorrow, if we place it tomorrow it won't be done until Monday.
snozboz
Rising Star
Posts: 402
Thanks: 13
Fixes: 1
Registered: 27-07-2007

Re: "interleaving off at your request" email, but didn't make that request

Oh, so my reading of the closed tickets on his account was wrong then?  There's no move to 21C?  In which case there's no reason to think that interleaving being off will lead to a different experience from the last time it was off?  ie the reasons interleaving was switched on in the first place have not changed?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: "interleaving off at your request" email, but didn't make that request

Hmmm... looks like he's been on 21CN since January last year according to the install diary, and the upstream has been uncapped since November this year. It would seem that an upgrade order was placed as part of the account change for some reason, I'll look into that - but as the line was already on 21CN with an uncapped upstream I suspect the order was accepted because of the interleaving setting being on there.
However that's currently set to Auto, as it has been since at least October.
Looking at the connection history I would recommend leaving it on Auto to be honest, though would any of those disconnections be manual due to checking on the interleaving?
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image135601226645.png"/>
snozboz
Rising Star
Posts: 402
Thanks: 13
Fixes: 1
Registered: 27-07-2007

Re: "interleaving off at your request" email, but didn't make that request

Hi Matt,
It seems like you'll be "looking in to" lots and lots of things! :-)
I've checked with my parents.  They haven't manually disconnected recently at all.  They're happy to leave interleaving on "auto".  They have noticed over many months that they often get brief disconnections, and periods of very slow speeds - and recent days haven't been any different than what they've come to expect.  They're not exactly happy with this pattern, but don't know what can be done - they've not seen much improvement in the past when they've previously gone through the faults process.
chalbury
Grafter
Posts: 51
Thanks: 1
Registered: 23-12-2007

Re: "interleaving off at your request" email, but didn't make that request

I changed to Plusnet Unlimited on the 28th and receives an email saying '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.'
I never requested that interleaving should be turned off so what is going on?
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: "interleaving off at your request" email, but didn't make that request

Nothing - it doesn't happen