Hello everyone! I thought I'd start a thread to document my experience of signing my parents up to IDNet, hopefully if it works out well it'll be a nice resource for others.
So here we go:
11/02/2008
Pipex stops working, 88 range IP address, DNS barely working, 40ms pings 66% loss, no TCP traffic working at all, ADSL reconnecting every 3 minutes. Call support and told line is being moved to Tiscali, and the work is ongoing, no known completion date.
12/02/2008
Ask for MAC from customer support, told can't be given a MAC while my line is being moved. Call a different support number, told will be given MAC in 72 hours. Connection still down.
14/02/2008
Receive a phone call to say MAC will be delayed, I mention that I know the 5 day rule. Start looking for a new IPStream ISP (no LLU available on the exchange). Find glorious reviews for IDNet on thinkbroadband. Connection still down.
15/02/2008
Receive MAC by email from Pipex. Fill in the form for the free month trial of IDNet Home Lite, entering the MAC and basic contact information. Hmm no payment method yet? Submit the form and a few minutes later recieve the following email:
"Thank you very much for placing an order with IDNet. A member of our team will contact you as soon as possible."
At this point I'm wondering are they going to email me a link to a special page to enter my payment info, are they going to phone me even though I said contact by email, perhaps I should sign up using the normal sign up page too? Decide to wait to see what happens tomorrow.
Pipex connection still down.
:welc: and a karma for you :)
:welc: :karmic:
It sounds like you've had a rotten time with Pipex (who hasn't?!) but you'll soon be free. ;)
Usually the IDNet site asks for payment, so I suspect there's something unique to your order going on here, perhaps an incorrect MAC. I would suggest that you give IDNet a call, if they don't call you first. You'll find dealing with them a breath of fresh air, and they should get it sorted for you.
Once again, welcome, and I'm sure it won't be long until you're with a fantastic ISP. You'll be amazed at how good a decent ISP can be. :)
Welcome to the forum, zrbrum!
Bear in mind that IDNet don't provide support at weekends, so you won;t hear from them until Monday. If you have specified email communication, I'm sure this is what they will do. Like sebby has said, I suspect something unique to your line or order, which is why thay have to contact you.
Let us know what it is and how you get on!
If you drop them an email, though, there's a chance they will reply, even with it being a weekend. IDNet are good like that. ;)
But if not, it'll get sorted on Monday for sure. :)
Quote from: Sebby on Feb 15, 2008, 22:46:40
Usually the IDNet site asks for payment, so I suspect there's something unique to your order going on here, perhaps an incorrect MAC. I would suggest that you give IDNet a call, if they don't call you first. You'll find dealing with them a breath of fresh air, and they should get it sorted for you.
No one asked me for payment Sebby, yet here I am. Admittedly, I did sign up via the 1-month free promotion. No doubt I'll be asked for some cash shortly.
Zebrum - if your experience goes anything like mine, it will be an email very shortly telling you migration will take place on a date 3 working days ahead, and on that day your migration will happen. Mine was scheduled for today. As a result of a brief battle with insomnia (the insomnia won :() I was online at 4.30 this morning. At 4.45 the connection was lost. I plugged the IDnet login info into the router, and at 5.35 it connected.
As an ex-Tiscali customer, I too am used to scripts, know-nothing telephone operatives, and empty promises, but so far, I've seen nothing of that since the move. These people actually do what they say they will do. It is truly a delight to be here!
Welcome Zebrum you'll like it here i'm sure. :welc:
:welc: Zebrum! You've made a good decision coming to IDNet. I suspect the lack of requesting payment details is something to do with the current 'free month' promotion. :)
Quote from: Simon on Feb 16, 2008, 00:11:13
I suspect the lack of requesting payment details is something to do with the current 'free month' promotion. :)
I think i can confirm that to be the case as i was lucky enough to get a free month a while back and wasn't asked for any payment. Well, i was after the free month was up ;D
Welcome Zebrum, have no fears, you are in safe hands with IDNet.
Have a Karma. :welc: :karmic:
Zebrum :welc: and have another :karmic:
Welcome, Zebrum, your troubles will soon be over. If you want to check things over the weekend, send an email to support@idnet.net, I'm sure someone will get back to you.
Ok sent the email last night as you guys suggested. Got a reply from Simon today, but it appears he cannot locate my order in the system. I gave him all my information but he first asked for my line number, and actually I think I didn't enter that in the form, because it didn't have a required star on the field...oops. Anyway, he has asked me to re-submit the form and I also sent him a pdf in case their are validation errors in my info and to help him debug. This time I've used my own name, instead of my Dads and I have included the land line number. I'm hoping once the account goes live I can use my Dad's bank account for the direct debit, I don't see that as a problem and it probably is better if the account is in my name as I will be the only one ever contacting IDNet.
15/02/2008 23:30
Replied to the form submitted auto-response email asking if everything is ok.
16/02/2008 12:03
Simon replies saying my order cannot be located. Re-submitting free month offer form this time with land line number entered. Besides this minor hiccup I'm feeling very confident after exchanging some emails with Simon and getting fast responses.
I'm glad you got it sorted. :)
Welcome zebrum,i know your problems with pipex as i used to be with them,they were a nightmare and i paid them off 2 months early just to get shot of them. ;D :solved:
16/02/2008 14:02
Got an email saying my order will be processed on Monday 18th.
Welcome to Idnet zebrum. I am certain everything will go well for you in your sign up. Rest assured IDNET are an example to all isp's, a model they would all do well to follow. You can always get help from Idnet and from this forum, bring a sense of humour with you though. ;D
18/02/08 08:26
Received an email from Miriam:
"Unfortunately we have been unable to submit your order as you have not provided us with the line number your broadband is currently on."
So it appears my first order was still in the system after all. Still its lucky I did contact Simon and submit the order again with my phone number otherwise I might have lost a day. To improve this I think IDNet could change their form so it says the phone number is required if migrating. I haven't replied to this email and don't really see the need to, since my second order is already better situated.
18/02/08 08:29
Next I got my order confirmation about my second order which did include the phone number, as promised by Simon :
"Thank you for choosing IDNet to supply your broadband service. Your broadband migration order has been successfully submitted and should be activated by 6pm on 21st Feb 2008"
Excellent news! The email also contains my username and password and all the modem settings.
Now you've got that information, you can go to the accounts page and set up your email addresses, web space, blog space and photo album. You can also sign up for RSS feeds of your usage and the network status while you're there.
It shouldn't be long to wait now. :)
21/02/2008 05:15
Ok its early in the morning of day of activation and just got this email from IDNet:
We are pleased to let you know that your IDNet broadband order has been completed.
Excellent and 12 hours early! Again the email has all the settings contained in the previous email. I managed to get my parents to change their router settings over the phone 2 days ago, nightmare by the way ;). Hopefully one of them will be able to test it in a few hours when they get up. Hopefully my next post will be a happy one :)
(Only worry is that I've been doing traceroutes to the static IP IDNet gave me for a few days, and nothing has changed, its still terminating at telehouse-gw2-fa3-0-400.idnet.net (212.69.63.242) as it always has. Now activated I had at least expected it to reach the 212.69.53.x subnet, might be a completely wrong expectation though).
Glad the migration has gone through on time!
If I do a tracert to my router it gets as far as yours. I know that my router is set to not to respond to pings and i assume that the router is the next hop. Is it likely that your parents is set to not respond to pings also?
Actually yes it probably has turned off after flashing all different firmwares and messing about with settings to try to get pipexscali to work.
21/02/2008 08:25
AMAZING its working. My mum just texted me the good news. I really was worried the evilness of pipexscali would have delayed me some how, but no bother at all, good riddance. Once the desktop gets turned on I'll remote in and see what the connection is like.
:karmic:
Great news, Zeb. Your remote assistance days should be much easier now. :)
Brilliant news Zeb.. ;) :thumb:
Great news. :)
21/02/2008 21:53
Did some tests and unfortunately initial observations are not great. Although the modem is synced at 8064kbps speedtest.net shows only 1550kbps. When pushed with 4 usenet connections it maxes out at 240K/s. On Pipex I got 450K/s. Will continue to test...
Try Test (http://speedtester.bt.com/)
See what it says about your Ip profile. Might just be stuck. If that's the case give it a few days of full sync and your profile should change to a higher one.
Just get an error after I enter the phone number:
Unexpected result received when querying the network to find your services connection details. Please try again shortly, but if this problem persists raise the issue with your service provider.
Oh right! Might be due to congestion at the peak times! Best bet is try again in the morning or afternoon, if it still gives you the error give support a call but it does sound like your router may of connected at a lower sync during your migration ( just like mine did ). If it's still like that in a few days give support a call would be your best bet.
As jester has said, without a BT speedtest result there is little we can do. It does sound like a dropped profile which should recover quite soon, although can take up to 5 days. If you could keep trying the BT test then eventually you should manage to complete one. That will give the profile for your line. People tend to get most sucess from the speedtester by using IE rather than firefox or opera.
Tried both IE and Firefox but will continue to try to get a test to work.
22/02/2008 22:08
Managed to get the http://speedtester.bt.com to work here is the result:
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 8064 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1808 kbps
So is it correct to wait 5 days and it should increase, or should I email idnet support?
The Bras profile for your line will improve over time, there is no need to contact Support as yet
read this page (http://www.kitz.co.uk/adsl/IPprofile.htm) by Kitz, especially the bit about What is "Adaptive Max Logic"
Cetainly no need to contact support yet, as they can't get BT to do anything until the 5 days is up. Unfortunately, I have a feeling that you are going to have the classic 2000kbps stuck profile, but hopefully I will be proved wrong.
Generally, the bigger the difference between correct profile [for your sync] and the actual profile, the quicker it will adjust. So, if you were only going up one profile step it is likely to take the 5 days. Increases like yours will be though, should happen by day three or four.
Quote from: zebrum on Feb 22, 2008, 22:07:48
So is it correct to wait 5 days and it should increase, or should I email idnet support?
Correct. It's completely normal, so don't panic. :)
Yeh you are probably right it is the 2000kbps stuck profile problem. If it was adapting properly its highly unlikely it would be dead on that number.
Exactly how my migration went Zeb. I was stuck solid at 2000, and on day 6 IDNet agreed that BT needed a kick and were going to speak to them. It turned out that my my line had re-trained itself at midnight the night before - right at the limit of the 5 days. :-\
Nevertheless, there was then no messing about with further training over time - straight to the max at 7150. ;D
9/3/2008
Got around to remotely checking the speed today. Didn't have to do anything about the earlier speed problem and it fixed itself. Now getting speeds of 750K/s so really impressive for a non-LLU service.
Hopefully if anyone follows my experience in this thread you should be fully satisfied IDNet is probably the best non-LLU ADSL ISP choice you could make at the moment, ideal for users in non-cabled suburban areas. Go for it!
Good to hear you're happy. Welcome to our small, but gently purring, club. :)
Glad the service is working well for you! I'm jealous of those speeds!
Great news, zebrum. 8)