Migration to LLU/Datastream After Migration But Before Migrarion Date

[segedunum]

Hi All,

My migration date to ADSL24 is today, from F2S, but I'm pretty sure several days ago we were migrated from IPStream to either Datastream or Tiscali's LLU. This happened after we started the migration to ADSL24, but before the migration date. I'm not sure that we're on LLU (all the phone number checkers I've used indicate we still have ADSL), but we're definitely not on IPStream any more - despite F2S' denials. We've already phoned ADSL24, and they do say it could take up to 6:00 tonight and they can't see any problems thus far.

What would happen in this case? I'm assuming that if we're on Datastream then a migration could still happen OK. What about LLU though? Would the Mac code still be valid?

David

[smartybones]

just assume the migration will take place as normal....

if there is a issue regarding LLU, i am sure it will be resolved without too much stress....

have a look at the BT instalation status in the my account section. it should indecate if the migration is in process or not...

[segedunum]

Well, it looks as if this isn't going to be straightforward. BT says that the migration has happened and it looks as if it's working, but of course, our line is now pointing at Tiscali's equipment in the exchange so we cannot use the ADSL24 login. We just get a PPP authentication error. I think something physical will have to happen at the exchange to point us back to IPStream.

I'm not entirely sure what happens now............ The ADSL24 people have got on to BT to have a look at it. Seems like a right royal shambles of F"S and Tiscali's making.

[smartybones]

double check the username and password you have set up in the router....

the username in the router will require the '@adsllogin.co.uk' bit at the end, a common one some people forget.....

[segedunum]

I can assure you that's definitely not the problem.

[atsw]

As an extra double-check, see here http://www.more-solutions.co.uk/support/bt-test-user.html for some additional checks.

Andrew

[segedunum]

This is turning into a real nightmare now. I can't use the BT Test User, as I'd already established, I'm not on IPStream. However, BT and ADSL24 believe that we're now on Entanet but I'm still getting an upload speed of 288 - which is how I know I'm not on proper ADSL - and the login just will not work, probably because we're still trying to go through Tiscali at the exchange.

If someone could give me a PM or something, I'd be grateful, because I'm not happy now and I'm sort of at my wit's end. Something needs to be done via Entanet and through BT to see what's happened at the exchange and to ensure we're on IPStream so we can then connect to Entanet. However, the guys at ADSL24 seem to want to refuse to do that and I'm getting a bit of a runaround now.

Fact is, I can't migrate to anyone with my line in the state that it's in.

[smartybones]

your best opening a ticket with adsl24, or contacting James on 0161 870 0199.

you will get a better response....

[James]

As posted on the f2s board -

Hi segedunum,

First of all let me apologise on behalf of BT for the botched migration.

I can understand the frustration you have, and I would be the same to be fair. I will say that we simply need more time for BT to get back to us. Unless you purchased an Enhanced care level product with BT (£12/month!), BT do not have any SLA''s or gaurantee's on the ADSL platform. This means that if there any issues with your connection, beit from the start or two years down the line, there is no immediate priority given by BT to rectify the issue e.g. like a 4hr turnaround which the Enhanced care offers.

As the problem only happened yesterday, it has only been 24hrs which is not a long time in BT's book. I've seen faults that are still open after weeks. I by no means am saying that this is the norm, just that that is what has happened in the past. The ISP have no control over the migration and can only report the fault to BT should something go wrong. BT say it's complete, when obviously it hasn't been, as it appears they have not done the physical work at the exchange even though they have closed the job off. We have talked to BT several times yesterday and today but its like getting blood from a stone sometimes.

We use Entanet for phone support hence why you speak to them. They have been dealing with BT too regarding this case and they are doing their best, but cannot do anything until BT get back in touch!

We are aware of the situation and support will be ringing you later today as soon as BT come back to us

Once again, if we could fix it for you we'd have done it yesterday, but it's out of our control.

[segedunum]

Hi James,

I assume you know which one we're talking about here. ;)

Yer, I realise this is a combination of F2S (Tiscali's) idiocy and BT's failure to see anything wrong. Allegedly, F2S gave a list of numbers under migration to be ignored at the time when the change was made - and obviously it was ignored. F2S now that they've disconnected my service now understandably have washed their hands of it. It might appear that we're on the right package externally, but alas, our line seems to be pointing to something else so we have a half migrated line. If we can get our line on to IPStream properly at the exchange then everything should be fine.

I've logged a ticket, if nothing else to give a rundown of what's happened, what I can't do and an attachment of what my DSL settings look like and that we're not crazy!

I assume you've prodded BT about what seems to have happened? Not sure how long that takes, or if a personal exchange visit is necessary.

Cheers,

David

[James]

I think half the issue is indeed down to you mentioning they stupidly moved you to IPstream or indeed LLU just before the migration ahppened therefore the incorrect port may have been migrated - they have been informed of this. We are checking up hourly for a response.

[segedunum]

Well, I'm not really sure what's going on. The people at Entanet don't seem to have any idea what is on the ticket (I wasn't the one on the phone this morning though) and the people at Entanet seem to have this pathological desire to tell us that if we want a BT engineer then it will cost £160. We're not paying this, and should you want to charge anyone then charge BT and Tiscali.

We also received a bizarre e-mail from Jujar Singh at Enta yesterday telling us that the BT line tests showed up no fault and if we wanted an engineer we'd have to pay for it. We've already repeated what the problem is in umpteen locations. It seems as though the people at Entanet had never seen the information on the ticket and there is little in the way of information sharing going on.

Apparently, an engineer is going to the exchange tomorrow morning from what I can gather, to switch our line and to perform any line tests. I sincerely hope he knows what the problem is. We ain't going to be paying for this, because as it stands we had no idea when this was likely to be fixed, what BT were saying about a likely fix and we were faced with the prospect of no broadband on this line ever really.

[James]

BT will only charge for a visit if they find a fault with your own equipment/wiring - which is not the case, or they find no fault at all when they visit (also unlikely). More than likely they will actually realise before they visit tomorrow they have screwed up the migration and will correct it there and then. Do bear in mind the appointment is officially an SFI visit, so you need to ensure someone is present at your premises between 8am and 1pm as they will turn up there even if they go to the exchange first. Make sure whoever is present informs them as much as possible as to the problem as BT have a known habit of just turning up, plugging a modem in, seeing that your line is just in SYNC and leaving - then raising a charge afterwards. They should already know all the fault details, but make sure you tell them that you can get a SYNC, but cannot connect to the old or new ISP since BT migrated you. It looks like a problem at the exchange simply. Failure to be present when a BT engineer turns up will involve them charging you.

Entanet have to legally inform you that BT will charge you for the visit if they find the problem to be at your end. This is the same with every engineer visit from every ISP - BT recently introduced this. You will have agreed to this for Entanet to go ahead and book an engineer on your behalf.

You simply need to wait for BT to do their stuff and have a little patience. We cannot do anything as it's a BT fault, whether or not you blame us for the fault or not.

[segedunum]

Well, engineer came this morning, did some line tests (checked DSL and confirmed that we can't get to the BT username login and everything we already knew etc.) and then popped down to the exchange to switch us over. As soon as he'd done that our modem logged us in and voila! PPP sprang into life and we've got all the settings. I'm now posting this from my shiny, new ADSL24 internet connection. Worryingly, the voice lines seemed to have an outage some time afterwards, but they now appear to be back to normal.

The problem was definitely at the exchange and had nothing to do with our kit anywhere in the house. The engineer verified that we had a DSL connection, but of course, it was the wrong one, and verified that we couldn't access the BT logins he had. Once that was switched everything was fine, so the fault lies with BT and/or Tiscali (BT probably as they were apparently informed about what not to migrate).

I'm not blaming you for the actual fault James and I fully realise that BT needed to sort this one out because it was their fault. It's just that when anyone rang ADSL24 and/or Entanet no one really seemed to understand what was happening and we were back to square one. The guys at Entanet seemed to know nothing until they managed to read the actual ticket somehow, said "Oh!" and said that a BT engineer would be turning up today. Problem solved.

It was relatively simple, all things considered, and all we really needed to know when anyone rang ADSL24 and Entanet was that they could see the same information, a BT engineer would be turning up at X on Y and providing that we weren't being stupid and it was BT at fault there would be no charge to us. "Oh yes, BT has been informed and an engineer will be turning up tomorrow". Less phone calls, less re-explaining everything, less stress all round and we can now start paying for the actual connection. The bill will need altering as our first day of service is today.

[JamesL]

This is sorted, we checked this morning and saw you online. We will have a word with admin about the billing.
The problem we have is that till BT go out and actually go out and look we can't say anything 100%.
Glad to see you are up and running though.........

[JamesL]

Bill date has now been changed....