Potential new user: some queries

[ianmoz]

I'm currently on Tiscali LLU 2Mb 'unlimited' (pause for laughter/sarcastic remark), and thinking of switching to IDNet so I thought I'd register here and see if I could get some feedback.

First thing to say is that I've been around IT support for many years so I'd class myself as an experienced user. I understand the issues which lots of ADSL users are finding. I'm getting a bit tired of spending most of my time online monitoring my connection speeds and unable to use my so-called 'broadband' service for anything other than web browsing and email during peak times because of over-aggressive traffic shaping.

I would probably go for the Home Lite option, as 5Gb should be fine for my purposes. I'm currently on a fixed rate connection - never opted for 8Mb/Max in the past, as my line would probably only support 3.5Mb at most, so the extra cost wasn't justified. I was also put off by dozens of posts on the Tiscali forums from unhappy Max users who are actually worse off than they were on their old fixed rate
connection. I just didn't want the hassle of trial and error with Tiscali's poor support. With IDNet's superior support, I would be more confident of trying to move to an adaptive connection. Incidentally, are IDNet users on LLU, IPStream or Datastream?

So, given my current line stats which are approx -
                          Downstream   Upstream
Connection Speed   2310 kbps     290 kbps
Line Attenuation     59.0 db         28.9 db
Noise Margin          12.5 db         24.5 db

- does anyone have a feel for what speeds I might get on the Home Lite package? I'm probably 'on the edge' for 2Mb with some of these values, but I'm generally happy with my current connection's stability; it's just network congestion, which has often been a problem at peak times. (I'm connecting with a Netgear DG834GT). Do you reckon I could get a reliable connection at around 3.5Mb on IDNet with these stats? If a rate adaptive service proved unreliable, I guess I would have to go back to fixed rate. Which would mean the Home 2000 option, but this seems a little expensive to put me back at 2Mb.

A couple of questions re email addresses. I notice there's a recent post from Rikbean which says that email addresses are in the format user@idnet.com. Is there still a charge? Does the 'freemail' system still exist? It seems from other threads, that account logons are different again, eg: user.name@uk.idnet.dsl4. I'm used to having the same id for email and account logon, so this seems a bit over-complicated. Have I got it right?  How would I allocate family members their own email address? Would they just exist as independent addresses? Is there a 'primary' email address which belongs to the IDNet user's account?

You're going to get occasional unhappy users on any ISP. But a good provider plans properly for increases in network capacity and manages problems at a personal level, listening to what users say and treating them with respect. It's clear that many users on my current ISP have a greater technical knowledge than tech support's so-called experts, who often read from scripts, regardless of the problem. The exception are the guys on the (UK) forums, who are doing a good job, but are snowed under with the volume of complaints.

How different and refreshing the chat is on these forums! Any criticism seems to be measured and constructive, with a view to finding a solution, rather than an opportunity to slag off the company - even if that's justified in some cases! It is also clear that, as with most ISPs, a number of problems are being aggravated by liaison issues with BT. This could be the same for any ISP, but it does seem
that IDNet are trying harder for their customers in pushing any communication with BT.

Tiscali are promising extra bandwidth by 'end of April' (which is about now) to solve a number of issues with slow speeds and connection stability. My peak time speeds have improved, but some activity (eg iTunes) is still running too slowly. I'll monitor for a bit longer before making any final decision about migrating.

Apologies if this is a bit long-winded! Any advice or comments on any of the above would be gratefully received.

Ian.

[Rik]

Hi Ian and welcome to the forum

First thing to say is that I've been around IT support for many years so I'd class myself as an experienced user. I understand the issues which lots of ADSL users are finding. I'm getting a bit tired of spending most of my time online monitoring my connection speeds and unable to use my so-called 'broadband' service for anything other than web browsing and email during peak times because of over-aggressive traffic shaping.

There is no shaping, throttling or contention within the IDNet setup. You may encounter contention problems with BT, depending on your exchange, but once you reach IDNet you will get all the speed your line can deliver.

I would probably go for the Home Lite option, as 5Gb should be fine for my purposes.

And you can pay for any extra bandwidth if you need it. You'll receive warnings by email if you are getting close to 5GB and can check for yourself on your account page.

Incidentally, are IDNet users on LLU, IPStream or Datastream?

IPStream.

So, given my current line stats which are approx -
                          Downstream   Upstream
Connection Speed   2310 kbps     290 kbps
Line Attenuation     59.0 db         28.9 db
Noise Margin          12.5 db         24.5 db

Given those aren't for a 2Mbps connection, I'm a little puzzled. I'm guessing, given your attenuation that you would end up with a stable 2Mbps line or maybe just a 2.5 (I'm thinking profiles, not sync speeds). If you call support (or email them), they'd be able to give you a more accurate estimate. My own line is a 56db attenuation and I have a 2500 profile most of the time, sometimes 3000.

A couple of questions re email addresses. I notice there's a recent post from Rikbean which says that email addresses are in the format user@idnet.com. Is there still a charge?

No, you can have as many addresses as you like, and you set them up yourself from your accounts page. It's POP3, with a webmail interface. Each box has a limit of 100MB, and there is no limit on the size of attachments, so unless you leave mail on the server, you shouldn't hit the bumpers.

Does the 'freemail' system still exist?

Yes, but it's not possible to create new accounts on that domain, whether you are a new or existing customer.

It seems from other threads, that account logons are different again, eg: user.name@uk.idnet.dsl4. I'm used to having the same id for email and account logon, so this seems a bit over-complicated. Have I got it right?

Yes, but you only need that address for your router and for your customer account login.

How would I allocate family members their own email address? Would they just exist as independent addresses? Is there a 'primary' email address which belongs to the IDNet user's account?

You just create the accounts you want, as many as you want. There is no primary email account, so each member of your family can have the name they want (unless it's already taken). You can have single names, eg user@idnet.com, or two-part names, eg a.user@idnet.com.

You're going to get occasional unhappy users on any ISP. But a good provider plans properly for increases in network capacity and manages problems at a personal level, listening to what users say and treating them with respect.

You should be happy with IDNet then. Most of us don't often need to call support, but if you do, you'll be greeted by a real person, no menus, no queues, no muzak and no script jockeys! It testament to Simon and Tim listening to their customers that Home Lite recently had an increase from 2 - 5 GB in the monthly bandwidth, with no price increase. Similarly, many people were unhappy with the idnetfreemail domain, so they introduced the new mail system. Simon & Tim, the joint MDs, keep an eye on this forum, are likely to phone you to find out how things are going, and make great efforts to plan their capacity so that it can always meet the demands of the customer base. They were caught out at the end of last year when, having ordered a new central, they were engulfed by refugees from other ISPs. They kept us informed throughout, and got the new central online as fast as BT would go. Many of us never noticed an issue.

How different and refreshing the chat is on these forums! Any criticism seems to be measured and constructive, with a view to finding a solution, rather than an opportunity to slag off the company - even if that's justified in some cases! It is also clear that, as with most ISPs, a number of problems are being aggravated by liaison issues with BT. This could be the same for any ISP, but it does seem
that IDNet are trying harder for their customers in pushing any communication with BT.

I'd have to agree with everything you say. The vast majority of customers are happy with the service. When an issue does arise, IDNet will do everything they can to resolve it - including lending routers - sometimes they are met with a BT-built brick wall, but they will try very hard for their customers. Because of that, this forum tends to be very laid back, and is full of wit and humour. If someone has an issue, we'll do our best to resolve it, but if we can't, we'll have run through all the questions that support would want answered so that the first contact can make progress as quickly as possible.

My peak time speeds have improved, but some activity (eg iTunes) is still running too slowly. I'll monitor for a bit longer before making any final decision about migrating.

I've never had any problems with iTunes. Within the limit of my line, stuff comes down full tilt.

Apologies if this is a bit long-winded! Any advice or comments on any of the above would be gratefully received.

Not in the least. If there's anything I haven't covered, just yell.

[Lance]

Welcome to the forum, Ian.

Just to add to the excellent reply from Rik, you will find that whatever activity you wish to do on the internet, be it iTunes, general surfing, P2P or anything else, it will go as fast as your line can support. I came over from Tiscali back in November last year and wish I had come over sooner.

There is still a charge for idnet.co.uk email addresses although now we have the free idnet.com address there is little benefit in paying for one.

I recently had a problem with my line and the support I received was excellent. As I think you have read already about support, they don't read from scripts and they really know what they are talking about. It really is a pleasure to speak to them and emails are always replied to promptly. Support is only available between 8 and 6 (I think) Monday to Friday although in practice this isn't usually a problem.

Hope this helps with your decision.

Lance

[Rik]

Your forgot the sticky Lance.

IDNet Technical Support and Customer Service hours:

Monday - Thursday  -  08:00 - 18:30
Friday  -  08:00 - 18:00

Telephone: 01462 476555

Outside these hours, you will be directed to an emergency number when you call.

You can email IDNet using support@idnet.net.

[ianmoz]

Rik and Lance,

Wow. Thanks for your speedy (and comprehensive!) replies.

Given those aren't for a 2Mbps connection, I'm a little puzzled. I'm guessing, given your attenuation that you would end up with a stable 2Mbps line or maybe just a 2.5 (I'm thinking profiles, not sync speeds). If you call support (or email them), they'd be able to give you a more accurate estimate. My own line is a 56db attenuation and I have a 2500 profile most of the time, sometimes 3000.

This is supposed to be a 2Mb connection, but the sync rates I've had from Tiscali are a bit interesting. Since opening the account, and up to about last Nov, my values were 2272/288. In Nov 06, after some 'network upgrades' (I'm guessing for Max), my router was syncing at 4484/448, albeit managed down to 2Mb. Since being put on LLU, the sync rate is as I describe, ie 2309/290. However, my maximum speeds on a good day are around 1994/252k (down/up).

My investigations (and confirmed by BT's figs) show I might get around 3.5Mb if I'm lucky. I guess 3Mb would be more realistic, so my decision needs to balance the potential 50% extra speed versus the slight inconvenience of migrating. The other factor, of course, is that I'm currently 'unlimited' even if I can only take advantage of this off-peak, whereas I would have a 5Gb limit.

More food for thought then. I'm very inclined to migrate just to get onto a service where everyone seems to know what they're doing, and listen to their customers.

Ian.

[Rik]

Hi Ian

LLU would certainly explain your stats, since they will not be governed by BT's rules.

Before I Max'd, BT had me down for 3.5M, after my training period, the figure dropped to what I was actually achieving. Support will be able to give you a better estimate than I can.

Ultimately, you have to decide what's right for you, of course, but I've never regretted my move, and I suspect I speak for most people around here.

[drummer]

Hi Ian

As a refugee from that bag of sh!te that trades under the name of Tiscali, I can heartily recommend moving to IDNet.  With Tisc I had a fairly stable 2Mb connection, but when I went over to MaxDSL my speed fell to about 0.5Mb on a good day.  Support was non-existent.

I migrated to IDNet and my speeds magically went up to about 6.5Mb.  BT have recently shoved me onto interleaving but I still get a 6500kbps profile.  There are no major contention issues with IDNet and I believe that's significant.  Naturally I'm not suggesting that Tisc over-contends its exchanges, but they do seem to have major problems in busy parts of the UK...

The "network upgrades" thing is a bit puzzling though as in my case, it was beacause the exchange was moving to Tisc LLU, as MaxDSL had already been in force for some months without any notification.

Whichever ISP you choose, leaving Tiscali should be your priority. 

[Tanzanite]

I've only recently joined IDnet, came from AOL (cough!) I was on 8mb package but only getting 1.80mb at best for the last 9mths! Absolutely no help from them.

It wasn't until joining Idnet and this forum that I got help with what was going on (faulty extension socket which wasn't apparent until a few weeks ago) and now I'm wizzing about!

The support from customer service is extremely quick and helpful and as you've already found the people on this forum are a HUGE help too.

[jupiter]

I came here last July after being a victim of the Plusnet take over of Metronet and the subsequent collapse of customer service and increasing admin errors.

In all the time here I have had to contact customer service only once - the phone was answered in two rings and the replies were knowledgeable.

This forum is, IMO, just what an ISP forum should be - friendly and with people who offer help readily.  The stickies in the Help section are excellent.

My attenuation is 57db, but I am on a country line with a lot of overhead wiring so noise is a problem.  However my connection is rock steady and my profile is 2500.  The migration process worked smoothly and slightly earlier than promised.

If you decide to move I feel sure you will not regret it.