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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » Migration issue from LLU to IPStream
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Author Topic: Migration issue from LLU to IPStream  (Read 10505 times)
adios

Posts: 12

« on: March 24, 2007, 12:39:06 am »

Can somebody at F9 please look at ticket number 21434295 and try and get a resolution once and for all?Huh

On 1st March it became apparent that I was still on the Tiscali gateway a long time after I was meant to have been transferred back to BT.  I reported it on the 1st of March and it's now the 24th March.  I am still on the Tiscali gateway. I have waited in for 2 full days for a BT engineer to appear who still has not turned up.  Also staff at PN were not reading all the details in the ticket properly and were going off track for a while.   This is all SO FUSTRATING!!! 

Am I going crazy???  Should this not be as simple a job as changing a jumper setting at my local exchange??  I'd be better off busting into the excahnge which is next door than all the constant phone calls + tickets to F9.

Anybody else had any kind of trouble like this??
ianwild

Posts: 3979


Not to be confused with Mike, Wildmind.

WWW
« Reply #1 on: March 24, 2007, 02:18:14 am »

I don't know the answer for you tonight, but you talk about jumper changes like they are something simple - It's not that easy!

There was a nice article in the guardian recently tha gives a good description of just what goes on in to activate a line: http://technology.guardian.co.uk/weekly/story/0,,1986983,00.html

Ian

Regards,

Ian Wild
PlusNet Support
JBailey

Posts: 2141


« Reply #2 on: March 24, 2007, 11:04:06 am »

Hi Adios,

I'd say that it does look like a jumpering issue at the exchange and I am sorry for all of the missed engineer appointment that you've experienced.  BT have been awful for this recently although they are showing signs of improving.

BT have now advised us that they are currently runnign checks on your line and we should hear back from them before long.

Kind Regards,

James Bailey
Complaints Manager
Plusnet
adios

Posts: 12

« Reply #3 on: March 27, 2007, 12:27:00 am »

This was the latest quote from BT that was added to my ticket.

Can somebody put it into slightly simpler terms as to whats now going on at BT's end?



"Currently your customer just has PSTN hence No Sync. Eco and BTW Fulfilment will still show circuit as active but Openreach confirmed has been ceased off due to this migration issue.

"The team dealing with these issues have tried to place a provide order as ADSL routing still available but the XMPF ID has been ceased of Openreach side. The advisor has raised a "Bridge Reference". Basically, this means they have reported a fault to Openreach to get back the XMPF which would mean they can attempt (but no guarantee) to place a provide order. In terms of how long this takes, there is no timeline. Advisor is still awaiting e-mail response and will update the GPMS case as soon as information is sent.

We will certainly keep you informed on how this matter progresses"
Matt_2k34

Posts: 387

« Reply #4 on: March 27, 2007, 12:44:23 am »

PSTN = phoneline, not a broadband service, so as far as BT are concerned, at the moment it looks like they arent in a position to offer you BB.

Most of this is complete jargon... no i havent had this problem as im still bunged on LLU =( *sulk* i'll be looking to switch in 2/3 years time when 21cn is about smiley so lets hope its smoother then eh ?

im not sure but if you are having your service provided by tiscali, it might be that their slow (what? tiscali slow ?  grin ) in dealing with the request.

im assuming the xmpf is just some info which identifies you ?


But i'd wait and see what everyoen else says first, before you get irate at what i've put - afterall i might be completely wrong Smiley  rolleyes

-----------
=)
Oldjim

Posts: 1014

« Reply #5 on: March 27, 2007, 09:37:48 am »

As someone who doesn't know anything about this - my guess is that some silly person (word changed to avoid swear filter) at BT has actually pulled out the wrong connection and completely removed ADSL from your line
ianwild

Posts: 3979


Not to be confused with Mike, Wildmind.

WWW
« Reply #6 on: March 27, 2007, 10:06:01 am »

Even I can't translate most of that...   :mrgreen:

In Local Loop Unbundling terms, Fully Unbundling lines is known as an MPF transfer (MPF = Metallic Path Facility iirc) and shared access unbundling is called SMPF. Fully unbundled lines are where the LLU operator, eg Bulldog or TalkTalk takes tital control of a phone line, providing both the broadband and phone service. Shared access is where the ISP provides the broadband connection, but the phone service remains on BT's network. I do not know that XMPF stands for, but knowing BT it could mean 'either' (in the same may SDSL and ADSL can be referred to as xDSL).

What I can say is that this is a Wholesale <> Openreach issue, and nothing to do with any ISP - Once those two get working on something like this, all we can really do is try to keep you as updated as possible while they progress this and hassle them appropriately if they don't give us timely updates.

Ian

Regards,

Ian Wild
PlusNet Support
adios

Posts: 12

« Reply #7 on: March 27, 2007, 05:24:30 pm »

Well it's day 27 since I reported the fault to you now and I'm still sitting here on the Tiscali gateway at 2MBPS when I should be on the BT network.

Is it worth giving BT another kick up the ass??  I love how BT say they are dealing with my problem with utmost urgency smiley
Phil Richardson

Posts: 992

Products Specialist

« Reply #8 on: March 27, 2007, 07:28:54 pm »

Adios,

To translate for you.

It means in simple terms that we submitted a migration from LLU to IPStream and they decided they would pretend move it then giggle about it, kinda like hearing a giggle and checking you seat for pins incase (but lack of broadband is more painful.... well it is for a geek).

"Currently your customer just has PSTN hence No Sync" means that from a BT perspective, it only have PSTN (voice). OK, your in sync on LLU, but that's because your attached to a seperate frame that they don't need to concern yourself about to restore service

"Eco and BTW Fulfilment will still show circuit as active but Openreach confirmed has been ceased off" This means the information presented to us in the BT order system, the test access platform and the details available to BTs provisioning team, suggest that it is jumpered correctly and in effect "should" work.

At one time, if it was only BT Wholesale, they would know this isn't true because they had physical access. Instead, they effectivly purchase their service from Openreach and have to trust paper records an word of mouth from Openreach.

The relationship is much the same as your is with us. You purchase a service from us and moan at us for what you think you have based on paper records (or web if you like) and what you subscribed to.

The rest if (though garbage is part to me too) means they have tried to rejumper your curcuit correctly, but the tie pairs in the exchange that are/were assigned to your curcuit are no longer available.

So it isn't a straightforward to provide as it means correcting records that are normally created, updated and fire together, but managing them individually instead (aka, a very manual and likely combersome process), hence the no gurentee being appended.

For the record, your case is moving much better than normal cases.

Normally we have to create a fault report with BT, annoy them until they accept we are telling them the truth about the LLU (they get confused as to how we know). When they accept it, they will normally soft cease the service (aka, kill the records that say the service exists).

Then, we have to start the migration all over again, as if it never happened in the first place.

So, to have BT looking into a reprovide without a soft cease looks like a step-forward.

Having never seen this way of doing it before, I aint gonna guess at how long it may take.

I will have a poke after and see were it at. Will push it along if it needs it, but that may be tomorrow depending on how it is being managed (in the various systems and contact methods)

Phil Richardson
Plusnet Products Specialist
adios

Posts: 12

« Reply #9 on: March 27, 2007, 09:08:26 pm »

Hey Phil,

Thanks for your in-depth reply.  Much appreciated!
Phil Richardson

Posts: 992

Products Specialist

« Reply #10 on: March 27, 2007, 10:42:14 pm »

Right, can't push it tonight, but it is in my Google notebook (praise firebox extentions) and will look tomorrow.

This is getting the attention it deserves and last weekend was an exception on handling (trial processes hadn't been accounted for at the weekend).

Just checking, but did I phone you when the problem was raised on the 1st? (you only remember the angry ones, so you can't have been bad laugh )

Good news is looking at it, it has the recognition it deserves now at BT (the failed migration in general) and has a special team for it.

That should makes things easier and smoother, but I suspect they are getting their feet, so again, can't say how quick things will be.

Will give me an excuse to find out though.

Phil Richardson
Plusnet Products Specialist
Phil Richardson

Posts: 992

Products Specialist

« Reply #11 on: March 28, 2007, 11:37:00 am »

FYI, nothing to poke right now.

It is with BT, they recognise the problem and they havn't thrown it back at us for no reason for the time being.

Phil Richardson
Plusnet Products Specialist
adios

Posts: 12

« Reply #12 on: March 29, 2007, 02:35:49 pm »

Any more updates from BT yet?
Phil Richardson

Posts: 992

Products Specialist

« Reply #13 on: March 29, 2007, 07:12:38 pm »

None from BT.

I have requested an offline update from them though, which will normally arrive within 2 hours, but I suspect it may now be picked up by our AM team.

Phil Richardson
Plusnet Products Specialist
adios

Posts: 12

« Reply #14 on: March 29, 2007, 11:25:03 pm »

What is your AM team?
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