Change of package mid-contract?

[#1]

Ok, I'll try those bots tomorrow during the day when they are back online.

I thought they were going to kill off the land line phones soon anyway?

[#2]

Do not confuse the demise of PTSN (voice services) with the total demise of copper circuits.  Whilst there is some interconnection, they are not the same.  PTSN (the call switching network) is planned to be switched off, that will happen before all of the copper is removed from the "outbound" network.

At the moment, data is carried over voice service networks.  In the future, voice will be carried over data networks, some much delivered over full fibre, some still over copper borne broadband.

Whatever, you have what you have at the moment...

[#3]

Phoned in the issue with PN this morning, they checked the line, and said they could not detect any issues. They checked for any DLM restrictions and said there were none they could see. They stated the line was only capable of 41 to 47Mbps due to length of line etc, and that if I wasn't happy I should downgrade.

Transferred to accounts team, who said I would have to pay cancellation fees to downgrade! I tried explaining that I'm only just getting above the next package down anyway in performance, but they weren't interested.

I am very disappointed in PN response here, as I wasn't looking to leave PN, just downgrade to the more suitable package. Fair enough if I wanted to leave to another ISP, but that isn't the case here, and I have a valid reason to request a downgrade. Perhaps PN shouldn't have miss-sold the package in the first place!

Customers shouldn't have to battle for customer service like this.

Disappointed.

[#4]

Hi OhWell, I'm really sorry about that, there should be no penalty to downgrade in your situation. 

I feel a coordinated approach would be best here so would it be OK to arrange for one of my colleagues from the customer options team to give you a call after I've explained the situation to them?

[#5]

Hi adamwalker,

Yes by all means, please arrange that.

[#6]

Sure, do you have a preferred time for a call? We should be able to get one with a couple of hours notice before 8pm tonight or 9-7 tomorrow or 9-6 on Saturday. 

[#7]

Hi Adam,

Today should be ok, although I might not be available around 4pm

[#8]

No problem, I've passed that on for you and explained the situation to make sure any contract fees are waived as part of the change. 

[#9]

An update, it looks like PN have kicked off the process to downgrade my package.

I have just received an email saying my call features has changed, with Caller ID added. I've got line only, never use the phone line. Should I remove this, or leave it as it is? Suggests online it is not a chargeable feature anyway.

[#10]

Leave it alone!

[#11]

Looks like my connection reset exactly 4am today, and I'm on the new 40/10 profile.

Thought the speed test would hit exactly 40mbps though, do you think any caution counter/DLM type stuff needs resetting as well or does it settle down over a few days?

Cheers

[#12]

@OhWell You will never achieve the 40 Mb/s speed - the length of copper involved and overheads will reduce it slightly. To be honest, your results are very good.

[#13]

If that's the case, then the cable loss looks the same when I was on the 80/20 profile.

Then the line rate was 48mbps, with the speed test saying 44mbps. Now the line rate is 40mbps, with a measured speed test of 36mbps.

So essentially my line loss is about 4mbps?

[#14]

I wouldn’t say that’s line loss as you’re in sync at the full speed of the 40/10 package. When doing a speed test, there are overheads of a connection to consider, both external and internal. For internal, that could be whether you’re testing wirelessly or via an ethernet connection. To be honest in my opinion I would say that ~4mbps loss of throughput is normal even for ethernet. 

The Kitz website goes into a little more detail at https://kitz.co.uk/adsl/IPprofile.htm

[#15]

There is a significant difference (around 10%) between line sync speed (raw bits) and data transfer speed.

Speed tests. Easier the transfer rate of usable data. Much like sending a letter through the post, it needs to be wrapped up in an envelope, requires addressing (routing) information, error checking and delivery confirmation. All of that AND the data need to be sent. Therefore actual data rates will always be less than the full line sync rate.

The line sync rate might well be less than the product’s top rate due to line characteristics, such as length and quality.