Disappointed to leave UK Online

Following a fault with two of my lines where if it rains my connection sync speed drops half the speed, UK Online have refused to send BT out and their answer was to put up with it or leave them.

I’ve had nothing but praise for UK Online since I switched all my lines over to them but this issue means I will no longer recommend them to anyone.

they said what!? i had that problem and they sent a bt guy round with no problems what so ever!

you might want to give them a ring and speak to someone else!

UK Online LLU 7.0 - 8.0Mb
Free PC Help - Call on 01733 567603 or 07922603122 - Donations Greatly Appreciated for good help.

Hi,

Have you had engineers out before to your home?
Most of the time once the engineer has gone out to your home there's no point in getting another engineer because they have done what they can.

If there's a problem with the rain on the line I'm sure this would be more of a BT issue not an ISP.
ISP get engineers to check the main socket NTE and in exchange (so points to and from your home to exchange) they don't have any power ion the line itself.
An ISP provides a service on the line, they don't provide the line itself.

You switched your broadband connections, not lines. Your phone lines are still with BT.
This is not a problem on their end and they just simple can't resolve this problem for you. You should try to resolve it with BT directly. You're connected to BT phone network, problem lies somewhere on network. Not related with ADSL at all!
So why do you blame UKOnline? Its not their fault.



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Linux for Human Beings :-)

Edited by surREvival (Tue 30-Sep-08 14:34:46)

I blame UK Online because BT simply refer me back to my ISP as there is no problem with the voice part of my line.

I had Openreach out last week to look at one of my lines ( the other two hadn't had any problems) but due to the line being ADSL2+ and UK Online not supplying connection logs of a faster speed he's hands were tied so to speak although he did check my line at each junction point from the property to the CAB the problem wasn't fixed.

I'm sorry to hear you feel the way you do, believe me it's frustrating for us too when we are unable to resolve an ongoing fault.

I would ask that you maintain a sense of perspective however, as your below comment does not accurately reflect the support you have received from UK Online...

In reply to:

---

UK Online have refused to send BT out

---

Looking back through your account history, I can see that you've had numerous support tickets open since February, many of which have included BT visits, the most recent of which was only yesterday.

I can only apologise that your line does not perform as well as you'd like, but be assured that we've made every effort to improve it for you. In fact, some people have gone well above and beyond their normal duties out of a personal desire to resolve your problem.


-------------------------------------
Dan Govier - Tier 3 Solutions Engineer
#easynet | UKOnline
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While I appreciate the reply and effort UK Online has gone to , I don’t understand how they can reject a request for BT to be sent out when it happens to more than two lines? Surely that would show there is a fault on these lines?

The comment I made about UK Online refusing to send out BT is true and valid because for some reason support see BT have been out to one line and then try and use that as an excuse regarding any faults on other lines when this shouldn’t be the case as each line is a seperate service.

I have also only had BT out once to this fault, this was last week and since then the other lines have been effected as well.

One thing has just come to mind and is alarming how were you able to check my accounts?

Edited by twmorrey (Tue 30-Sep-08 15:44:32)

he probably checked it though your user name, im guessing you use the same user name on this forum as you do for your ukonline account.

UK Online LLU 7.0 - 8.0Mb
Free PC Help - Call on 01733 567603 or 07922603122 - Donations Greatly Appreciated for good help.

HOW MANY times have engineers been to your home since feb 08 ?

twice since febuary, the first was when the service went live and there was no ADSL signal on the line and turned out it had been down to a faulty tie pair and last week Openreach were out to investigate the drop in speed - not as many times as has been suggested on here.

Other things have been automated checks however they have been refered to Openreach.
None of which apply to me now as I have my MAC codes and have placed orders with Be.

Edited by twmorrey (Tue 30-Sep-08 19:28:42)