Whirlpool

I know this question has been asked before and at the moment, if I want to move from my iinet ADSL2+ plan to an iinet Naked DSL plan I can expect a downtime of around 20.
To me this is a bit too much (on a hosehold where intrent is used almost 24/7 by at least 4 people) and the only reason why I'm not switchin over to NDSL.
I think this process should be simplified, specially when I'm already an iinet costumer and on a iiDSLAM. What needs to be doen at the exchange that takes so long?
To the iinet reps, is this process going to improve (ie: minimal downtime) in the not too distant future?

Basically, No.

The downtime is because Telstra refuse to do it all at once, so they send a tech out to unplug your old connection.

The then tell iinet thats done, and iinet can then organise another technician to come out and rejumper your connection to just the iinet DSLAM.

So the downtime is because there is no streamlined process for Telstra to do all the work at once, and why should there be, Telstra dont WANT to make the process easy, you might want to do it otherwise, and it might lose them some of the monopolistic income!

Personally I think the 20 days will come down in the future.

I remember way back when ADSL was first available, it took around 20 days then for it to be activated, now ADSL can be up and running in a few days.

Chez-star writes...

So the downtime is because there is no streamlined process for Telstra to do all the work at once

That's pretty much it. To everyone including the non-technical people in this world, the process should be easier. there is no reason that a single tech can't visit the exchange, remove a jumper wire and the customer is now on ULL. Whole process would take about 10minutes to do.

Unfortunately while we recognise how much easier it should be,we have no control over the process.

EDIT – Beaten :(

So is there any chance Tel$tra will make the process easier for other ISP's?
Is iinet (along with any other IPS's on the same boat) doing something like engaging the ACCC in this?

+1 as for why I am still not yet with NDSL – just the lag time, I am sure iiNet and the other ISP's will get many more customers (me included) to their ULL/NDSL services once that downtime is reduced drastically (i.e 3 – 5 days).

I am also sure that iiNet with the other ISP's are already trying to work through this issue with Hellstra – I do recall reading it in another post here somewhere.

This is the timeline for my recent change from iiNet ADSL2+ with iiPhone to iiNet Naked DSL:

1 July Apply and receive Application Submission email
2 July (go away for 3 weeks – this is the only way I could handle not having internet at home)
9 July receive SMS and Email notification that appointment would be on 15 July
15 July checked toolbox and modem has connected successfully
16 July receive email and SMS from confirming connection of Naked DSL

I'm not sure when the PSTN phone line went off as I wasn't around.
I kept my iiNetphone service number as my iiTalk number so there was no wait for provisioning of the phone.

PSTN should drop off the same day as tech appointment as the cable removal for this is done (well it should be) at the same time.

- Naked Prov

Two weeks is not too bad I guess...
I'm really considering doing this now, jyst need to convince the rest of the family that they can live without the net for two weeks.
Only big issue will be that we use Vista Media Centre for all our TV watching ad recording and not having a net connection means no EPG (it loads up to 14 days in advance) so if the process takes around 2 weeks we'll be safe, any longer thant that and I'm in trouble.

-1 for me with going with NDSL...uploads are counted... :-(

Here's my timeline. I was on ADSL2+ with bundled home phone. I also had an iinet voip account so I could test how good the voip was going to be. Was more than satisfied with the quality of voip so decided to take the plunge and go naked.

Friday July 10 10pm – Applied to "go naked" from toolbox
Thursday July 17 – DSL service disconnected. Phone line still working so I used iinet's backup dialup service for internet access.
Thursday July 24 – DSL service starts working again by itself, voice phone line now disconnected. DSL was shaped so I called iinet, they hadn't been notified that job has been done yet by tech. Girl said to expect it to be all up within 2 days.
Friday July 25 11am- SMS and 2 emails from iinet, naked dsl and voip now active. My old phone number is now my voip number. Logged on to home via VPN from work – all good. Configured VOIP, called home from work, internet and phone both working.

Overall, from signup to completion took 13.5 days.
I was not without internet at all during that time. Sure, I was on dialup for 7 days, but it really didn't bother me that much, and I'd consider myself a heavy user (home5). It was actually good to have a "holiday" for a week.

I couldn't be happier with the whole process, and will be telling everyone I know they are mad if they don't go naked.

Now to enjoy the extra 40GB per month of bandwidth, free* phone calls, and $30 per month extra in my wallet.

I don't work for iinet. I've been with them for almost a year, before that I was a bigpond cable customer from 1998-2007.

Grant writes...

Now to enjoy the extra 40GB per month of bandwidth

It's not really an extra 40GB when uploads are counted in that. That's only thing stopping me from going with iiNet NDSL.

Just one thing that it's not too clear for me.
For current iinet users on ADSL2+ is going naked considered and "upgrade" or do we have to still pay the full connection fee?

Yup, you will still need to pay the fees to connect up to Naked DSL.

http://www.ii.net/products/naked/existing_customers.html

Michael Davis writes...

Unfortunately while we recognise how much easier it should be,we have no control over the process.

What is the current state of play in this?

What excuses are you hearing from Telstra and what are you doing to counter it so far unsuccessfully?

It's obviously in your best interest to improve the process and Telstra's to stymie it, I am interested in knowing what you are currently up against.

I personally am waiting for Telstra to offer a single process to transfer customers from LSS to ULL. Until that day, I'll stay on my current expensive LSS setup. I cannot bloody wait until this gets fixed.

I wonder how much this is costing iiNet? To think of how many LSS customers want to go to ULL but don't wish to wait a month without internet and phone to do so. It's an absolute disgrace if you ask me. You'd think transfering LSS customers to ULL would be the easiest thing in the world to do. Perhaps the easiest way to do this, is to study communications, get a licence, start working for Telstra, get a call to do something inside my exchange, and then switch my phone line whilst I'm inside the building. I am thinking that would be much easier then the current setup.

You know what we need, we need another company running those exchanges that has a clue.

I've just moved from iinet ADSL2+ to iinet Naked; from initial web-form to confirmation email took 14 calendar days. I was disappointed to have to pay the $79.95 fee, but having now moved from 4GB+4GB to 8GB+8GB, saving $40/mo on phone calls, and ABC iView in the freezone, you probably won't hear too many complaints from me!

Thanks iiNet.

Necroid writes...

What excuses are you hearing from Telstra and what are you doing to counter it so far unsuccessfully?

Well the 'excuses' as you call them are many and are mostly systems based, although i have no doubt revenue plays a large part too

iiNet are continuing to put pressure on them along with the Comm's Alliance. As for progress... well usually thats only seen when a breakthrough is made. Don't hold your breath..

Red October writes...

-1 for me with going with NDSL...uploads are counted... :-(

yep me too, i already have got some ppl to go with iinet naked, and probably will get them more customers in the near future, i myself would really like to go over too and give tel$tra an even bigger finger but while the downtime is a PITA the uploads being counted and upload speed shaped is what kills this for me

Harry Callahan writes...

Two weeks is not too bad I guess...

How is two weeks "Acceptable" by anyone's standard?

Let's hypothesise- I want to get foxtel installed.

I book it in for the 11th August, a tech rocks up, drills a hole in the wall, then disappears and tells me another tech will be back 5 days later.

5 days later a different tech comes and runs the cable in and fits a socket where the whole was drilled. This tech then proceeds to tell me that my set top box and installation instructions will arrive by courier within 5 business days.

Now honestly, if that were the way that any service were installed at your premises, it would be considered "not bloody good enough!". So why do Telstra get away with drawing out a 15 minute task to span 2-3 weeks?

Heck, I work for the bloody company and I can't see the reason...

RetSiL writes...

Yup, you will still need to pay the fees to connect up to Naked DSL.

Is it just me or does Naked seem to be better value than when it first came out?

I seem to remember calculating a saving of $5 a month over HomeLine Budget (not trying to calc call costs).

Now I see the Naked 4 and comparable (-uploads) Home 5 (+9.95 voip) cost you the same. So you effectively save the entire Homeline Budget fee of $19.95.

For me the counted uploads removes all interest, but still.