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Beginner
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Message 1 of 14

01386 broadband migration shambles

About 10 days ago I had an email saying that my exchange was having a broadband migration on the 19th and that there might be a 10 minute outage.

I've now been down for 9 hours, lost a day's business, and am currently on hold with the 7th customer service rep, none of whom can tell me when the problem will be fixed.

It's a shambles. Anyone else in the Evesham / Pershore area having a problem?
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Guru
Guru
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Message 2 of 14

Re: 01386 broadband migration shambles

Hi,

 

are you a BT Business customer?

This is a BT Retail Residential Forum.

 

If you are a BT Retail Business customer then try http://business.forums.bt.com/

 

cheers,

James


jac_95 | BT.com Help Site | BT Service Status
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Beginner
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Message 3 of 14

Re: 01386 broadband migration shambles

Retail customer.
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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: 01386 broadband migration shambles

is there anything listed for your exchnage here http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

 

have you tried the obvious reset of the hub/router



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Message 5 of 14

Re: 01386 broadband migration shambles

All of the above. Cust serv now saying migration will take 3 days. Not the 10 minutes stated on the email. It has taken nearly 2 hours to get this info.
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Message 6 of 14

Re: 01386 broadband migration shambles

if there is nothing suggesting any problems at the exhange that the links tell you in imjolly's post then:

 

1) are you connected by master or test socket?

2) Do you have any other telephone sockets?

3) Can you do a quite line test by dialling 17070 option 2. There should be no noise but slight hum normal on cordless phones.

4) can you please post your adsl line stats. Help shown below

5) can you run a full bt speedtest by going to http://speedtester.bt.com (not beta version)

 

ADSL Line Stats Help

If you have a BT Home Hub like the one below...

 

Then:

1) Go to http://192.168.1.254 or http://bthomehub.home

2) click Settings

3) Click Advanced Settings

4) Click Broadband

5) Click Connection or sometimes called ADSL (see picture Below)

adslconnection.png

The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)

 Or http://192.168.0.1 for netgear or http://192.168.2.1 for belkin routers and look for ADSL status.

 

Please copy and past the adsl statistics and post them here (you may get a error but pressing POST several times usually works)

 

 

The exchange migration (for ADSL2+ BTw's 21cn network) involves lines being manually transfered to the new 21cn network in batches. The adsl2+ service will allow speeds of upto 20mb compared to the old adslmax which was upto 8mb.

This process can take days/weeks/months after the exchange is 21cn enabled.

 

cheers,

James

 


jac_95 | BT.com Help Site | BT Service Status
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Distinguished Sage
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Message 7 of 14

Re: 01386 broadband migration shambles

first time on the forum that the upgrade to 21CN has taken 3 days normally 10min disconnection an then on to 21CN 

 

it can take days/weeks/months after you receive the email before your line is upgraded but during the wait your connection is ok just still on adlsmax - not lost altogether



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Beginner
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Message 8 of 14

Re: 01386 broadband migration shambles

Finally got to 2nd line support. There has been a major problem with the migration at the exchange.

My broadband may be back sometime after midnight. Or not.

It's a shame that customer support doesn't have access to these status reports. For example, today I was told:
- that it was probably my router
- that it was an account cancelled problem.

It would also be a good idea to proactively notify customers when work is not going to plan.
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Beginner
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Message 9 of 14

Re: 01386 broadband migration shambles

Day 2 of Pershore exchange update: no broadband now for 24hours. No notifications from BT except a good news email saying that the job is done.

Last night I was offered a follow-up call but the soonest that could be booked was lunchtime. Zero sense of urgency.
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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: 01386 broadband migration shambles

Its Openreach that do the changeovers in the exchange. Unless they provide a status update to BT retail, then the situation is unknown.

Its possible there has been some equipment problems after migrating the lines. It would not be easy to move them back onto the old equipment, so its probably in the hands of BT Wholesale, to sort out the faulty equipment or configuration.

 

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