Documenting my move from Pipex to IDNet

zebrum · Feb 15, 2008, 22:21:20

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.

J!ll · Feb 15, 2008, 22:28:01

and a karma for you

Sebby · Feb 15, 2008, 22:46:40

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.

Lance · Feb 15, 2008, 23:08:10

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!

Sebby · Feb 15, 2008, 23:09:57

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.

Captain K · Feb 15, 2008, 23:30:12

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!

DeViTTo · Feb 16, 2008, 00:00:55

Welcome Zebrum you'll like it here i'm sure.

Simon · Feb 16, 2008, 00:11:13

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.

Ted · Feb 16, 2008, 00:40:12

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

Inactive · Feb 16, 2008, 00:42:00

Welcome Zebrum, have no fears, you are in safe hands with IDNet.

Have a Karma.

Ray · Feb 16, 2008, 08:24:03

Zebrum

and have another

Rik · Feb 16, 2008, 09:57:06

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.

zebrum · Feb 16, 2008, 13:23:03

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.

Sebby · Feb 16, 2008, 13:27:46

I'm glad you got it sorted.

jockwav · Feb 16, 2008, 13:29:59

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.

zebrum · Feb 16, 2008, 14:08:07

16/02/2008 14:02
Got an email saying my order will be processed on Monday 18th.

cavillas · Feb 16, 2008, 14:09:13

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.

zebrum · Feb 18, 2008, 14:51:13

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.

Rik · Feb 18, 2008, 14:53:36

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.

Sebby · Feb 18, 2008, 20:19:57

It shouldn't be long to wait now.

zebrum · Feb 21, 2008, 05:31:09

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).

Lance · Feb 21, 2008, 08:21:48

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?

zebrum · Feb 21, 2008, 08:30:01

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.

Lance · Feb 21, 2008, 08:30:30

Rik · Feb 21, 2008, 09:27:58

Great news, Zeb. Your remote assistance days should be much easier now.