Demon IPStream Migration FAQs

Taking care of our customers
What factors determine your downstream broadband speed?
What are the potential ADSL2+ speeds?
When will the migrations begin?
Can I change the date my service is due to migrate?
What will happen to my service if I can’t get ADSL2+ at my exchange?
Will I need to sign up to a new contract?
How will the move to ADSL2+ affect me?
Will my equipment work with the ADSL2+ services?
Will there be any changes to my service cost?
Can I opt out of this migration?
Is an engineer site visit required?
When can I report a fault?

Taking care of our customers

As you may be aware, BT will be retiring its IPStream product between 31st October 2013 and June 2014. This decision will impact the whole industry and, unfortunately, since your broadband service is supported by BT IPStream, it will be affected too.

This means we need to change your broadband service to a new one to make sure you don’t experience a loss of service. Over the coming months, we will be migrating your service to ADSL2+.

You don’t need to do anything except click here to see when your service is due to move.

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What factors determine your downstream broadband speed?

We will provide you with the fastest connection speed that your phone line will reliably support. The actual speed that you obtain depends on a number of factors, such as the quality of the phone line and the length of the line between your home and the local telephone exchange. For further information on what factors determine your downstream broadband speed, click here.

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What are the potential ADSL2+ speeds?

The majority of customers will experience at least a small, if not significant speed increase after the service has moved to ADSL2+.

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When will the migrations begin?

Demon Broadband services will start to migrate in October 2013. To check when your service is due to move to ADSL2+, click here.

Please remember to regularly check that page as we will be updating the information frequently with migration dates as we receive them.

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Can I change the date my service is due to migrate?

No. All migrations have been arranged by BT OpenReach therefore we are unable to move your service until the scheduled date.

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What will happen to my service if I can’t get ADSL2+ at my exchange?

If ADSL2+ is not currently available in your exchange area, your service will remain on ADSL until the exchange is due to retire and your service can then be migrated on to ADSL2+.

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Will I need to sign up to a new contract?

No. Your current Terms and Conditions will remain the same.

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How will the move to ADSL2+ affect me?

There will be a short service interruption of typically 30 minutes that can take place any time between 00:01 and 23:59 on your migration date. In some instances where extended engineer testing is required, there could be more than one interruption and/or for a longer period of time. During the interruption, both your telephone and broadband services will be affected.

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Will my equipment work with the ADSL2+ services?

If you are using a router we supplied you in the last 4 years, it will be ADSL2+ compatible.  An older router will continue to work after migration, but may not take advantage of any potential speed increase.

Alternatively, if you are using a router we didn’t supply and it’s fairly new, it should support ADSL2+.  However, before you move to ADSL2+, we recommend that you visit the manufacturer website of your router for any firmware updates that may be available.

Should you need to change the configuration of your router (not provided by Demon) to work with ADSL2+ (sometimes referred to as g.992. 5A), again, we recommend that you check your manufacturer’s website for information.

If your service has been migrated and you are experiencing a problem with your router, please visit our troubleshooting guide.

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Will there be any changes to my service cost?

No. There will be no price increase to your service.

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Can I opt out of this migration?

No. Your service will cease, if it is not migrated to ADSL2+.

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Is an engineer site visit required?

No. There is no requirement for an on-site engineer visit.

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When can I report a fault?

Your new ADSL2+ service will automatically be optimised for speed and reliability.  We recommend that you avoid rebooting your router during the first 10 days after migration.  Your service may disconnect periodically for a minute or two while adjustments are made, which is normal behaviour and should not be considered a fault.

To report a fault, you will need to wait until after 08:00 the following day after your service has been migrated.  This is because BT OpenReach need to complete all the migrations within your exchange.  This approach is following industry standard processes.

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If you still need help, our tech support teams are ready to help you on 0345 272 2666, via our Live Chat facility or the Get in touch link at the top of this site.