ADSL Woes
Thu, 26 October, 2006 – 9:13 pm
4 weeks ago today we started having ADSL problems. The speed had dropped to virtually nothing. After tests from our ISP they submitted the problem to BT. On Saturday 30th September the ADSL went completely and we've not had any connection since. During this time Dave and I have been staying down at my parents place to continue working. Come Monday we won't have been home for 4 weeks!
Every week we've been spending 20-30 minutes on the phone, 2-3 times a week, to get through to technical support to be told that there's been no reply from BT and that someone would call. However nobody ever called! It's been a major disruption to the business, the amount of work we have on and of course sheer frustration at no understanding why there's a problem. We've been told BT said everything was fine, we've been told BT weren't responding to their request for an update and one customer service person told us it wasn't their problem and that we had to call BT!!
After a chat with Khalid yesterday, he had a friend run a line check for us and told me that the ADSL was enabled and that the ISP just weren't doing their job at getting it sorted. So after a check on the terms and conditions I phoned customer services and told them they had until Saturday, the 30 day mark, to get our ADSL running otherwise we would cancel without penalty as we're still within our year's contract. Strangely enough the firm words seemed to have made a mark as we had a call yesterday evening from someone at the ISP, we were told that there had been a failure at the exchange and BT should have fixed it on 30th September. This was new to us as we'd just been told BT had said there was no problem! They asked if we were still intending to cancel because if we were they wouldn't get the issue fixed.
We've spent the past 4 weeks being lied to, fobbed off over it all and essentially ignored. Who knows who's to fault, BT or the ISP. After being told today it would take another 10 days to get our ADSL activated again (when it was meant to have been done within 24 hours originally!) we decided to cancel. Perhaps it will take that long but I'd rather get an ISP we can trust to tell us the truth and not just leave us without broadband. We'll be moving to fast.co.uk as I know of the owner and he's already aware of our situation, and apparently the support is second to none which is something you need when you rely on the internet as much as I do.
So now that the ADSL is almost in safe hands plus the completion of 3 projects this week I may start to relax and get rid of the stress that's making me ill!
So, spamming the forums really does work after all
Who was your ISP? That's shocking customer support.
By Rutty on Fri, 27 October, 2006
Spamming the forums? I've missed something there
I'll name the ISP once we have our Mac code
I've never suffered such ridiculous customer support, and to be treated the way we have.
By Sarah on Fri, 27 October, 2006
So if you cancel they won't bother repairing what is a fault? That is absolutely abysmal business practice. Good riddance to your isp.
By Chris H on Mon, 30 October, 2006
Well we've just ordered our new broadband package. The previous supplier was UK Online. Yep the service has been absolutely ridiculous and even after cancelling we've still had problems. We were told we'd have the Mac code emailed to us 48 hours after the request (Thursday 26th), so this morning I've spent just over 53 minutes on the phone to get the code as it never arrived.
A call to Fast.co.uk, within a couple of rings the phone was answered – it's like a breath of fresh air! Hopefully in 7 days time we'll have ADSL back home and we can finally go home!!!
By Sarah on Mon, 30 October, 2006
Sorry Sarah, that was regarding Ory and his Fast.co.uk.
By rutty on Wed, 1 November, 2006
Ahhh gotcha, however it's not his business I think he just did the design for it and knows the owner
It was actually recommended to me by Khalid who also knows the owner and uses it himself.
By Sarah on Wed, 1 November, 2006