Failed ADSL2+ Provision? [Archive]

View Full Version : Failed ADSL2+ Provision?

Marvels

05/05/2009, 14:52

Hi all,

First post here as I don’t seem to be able to get through to any one in ADSL24 (Enta Net) who seems to understand what I’m trying to get at.

It has been 14 days now since my service was "upgraded" to ADSL2+. To start off with my service was connecting slower than my old service which shocked me some what as I was solidly connected at 8 mbps with an IP profile of 7450. I upgraded the firmware on the router, replaced the filters and installed an iPlate. They made absolutely no difference. At that point I rang tech support who put me on hold and came back and told me restart my router. I did this and sure enough I got a download sync of 11,004 kbps. It wasn’t what I was expecting to get but it’s better than what I was getting before the call so all was good.

The problem that I am now getting is that I have limited to no upload. My upload is still sat at 443 kbps and after looking at other people who have ADSL2+ at the same speed as mine they have 1 mbps upload.

I will try to explain as best I can what I mean by i get limited to no upload.

* I can surf around the internet fairly ok. There is a little lag spike occasionally but not too noticeable.
* When I try to post to forums my connection times out (I had to post this at work)
* When I try to send an email, it times out
* When I try to upload files to an ftp site, it times out
* When I try to do a speedtest, the upload test times out

To start off with I thought this was a software issue so formatted my desktop back to clean XP install. No joy. I have tried another desktop and a laptop as well as my IPhone via wireless, same results. I have tried a Netgear router that a friend brought around at the weekend, same results.

My current router details are as follows.

Router: D-Link DSL-2640B
Firmware: EU_4.00 (latest from D-Link site)
Downstream: 11,004
Upstream: 443
SNR Down: 14.8
SNR Up: 28.3
Attenuation Down: 29.0
Attenuation Up: 15.0

Does anyone know what the issue could be? Does anyone have any suggestions on how I can word this to tech support so they dont just fob me off with threats of an engineer visit that will result in a £160 bill?

Thanks in advance for any support.

Regards

Martin

davidco

05/05/2009, 15:16

Catman

05/05/2009, 15:29

Seems pretty clear what you are saying, are you trying to contact ADSL24 or Enta, have you tried raising a ticket. Support telephone number is 01457 6000 25 ADSL24

Marvels

05/05/2009, 15:39

Martin
After you login to your account - https://adsl24.co.uk/myaccount/
look at your 'logs' and see if you are having lots of disconnects/reconnects.
If so you are having the BT issues that many, many are having.

The drop outs etc should be over now (7 + 3 days stability) but the exchange hardware is faulty and we (many) are waiting for BT to fix-it.
Enta support are still waiting for an official BT statement.
The majority of the info is buzzing around the web.

To start off I was having massive issues with disconnects. When I called to register that as my first issue I was told that I had 25 disconnects in 6 days and I can see from my own router logs that I have now been connected for a little over 4 days.

Seems pretty clear what you are saying, are you trying to contact ADSL24 or Enta, have you tried raising a ticket. Support telephone number is 01457 6000 25 ADSL24

I have been trying to ring the number you have provided but with up to 45 minutes wait time it's very difficult to get through to anyone. On the 2 times I got through I had them firstly say it was an intermittent conection issue and they would send that to BT. When I followed that up I was told that no fault was found with my service and they could send an engineer around to prove it and charge me £160 (Yes that is how it was worded).

I would like to raise a ticket but want them to actually take the time to do something about it rather than send me a copy and paste response.

brixton

05/05/2009, 15:44

I would like to raise a ticket but want them to actually take the time to do something about it rather than send me a copy and paste response. Raise a ticket, at least they can see what has already been done on the issue and it gives evidence of how long you have waited for its resolution.

davidco

05/05/2009, 16:06

If it is a problem with the MSAN etc (at the exchange) then the SFI that BT will send round will not find any fault because he will be checking (DCN) the line from your house to the exchange and will not 'see' the hardware that could be causing the problem and you get charged.

Raise a ticket but persevere with the Enta (tech support call) it does take a long time.

There are a lot of us here who are capped at 2Mb due to all this.

Marvels

06/05/2009, 10:01

I have posted a ticket this morning with all of the same information in.

Lets see if i get a personal reply or a copy and paste from a template.

Marvels

07/05/2009, 10:25

Update from ADSL24:

Hi Martin

It seems that when your line was upgraded to ADSL2+ they did not uncapp your Upstream.

its still as 448k.

I have now put in a manual request to have that corrected for you and you should now get up to 1.4 upstream.

It should change in 24-48 working hours.

hope this helps

Thank you for your enquiry and patience.

If you require any additional information, Please do not hesitate to contact us.

Im not entirly sure that this will solve the issue but time will tell I guess.

Marvels

11/05/2009, 10:59

Update:

I waited well over the 48 hours and still no improvement of service. I sent an update on the ticket and got this response:

Hi Martin

Your upstream upgrade was rejected by BT, for some unknown reason

I have now put in a manual request again to have that corrected for you and you should now get up to 1.4 upstream.

Hopefully it should change in 24-48 working hours.

hope this helps

Thank you for your enquiry and patience.

Why would an upgrade request be rejected by BT?