LittleBigOne - Multiple Questions / refuse to change IP etc

So I've been with LittleBigOne(LBO) a while and I've just found out BT along with a few others now provide FTTC in my area. So same speeds if I move, to which I was planning on moving but it's £450 to buy out my contract with LBO atm.

So, I did just write a giant post but I'm going to shorten it:
Basically I was under a DDoS, UDP flood at times but mainly TCP/SYN flood. Now I know for a fact this happend. And I've logs for it happening at all my business servers(Not hosted by LBO) at the exact same time my home internet died. Along with receiving the short communication of "Bye Bye" each time it happened.
So the chances of me not being attacked at all 6 of those times are pretty damned unlikely.
However my ISP(LBO) refuse to issue me a new IP, although when signing up I was informed the IP would never be static, as this is rather important to me. However my IP has not changed since June 20th.
Now, when contacting them it took 3 days to get an answer if they could change my IP but they refused. Also insisting I was under no attack and they have full router logs(The router in my home, not in there network) that states I was under no attacks at all.

So I pretty much can prove there lying since this router model doesn't keep static logs, and it has been rebooted twice since the attack. I'm not a fan of being lied to, I understand the majority of customers that there phone help talk to will know nothing about what there talking about. But that doesn't make it fine to lie to your customers. Or leave them with a static IP when they are under network based attacks.

I mean I'd expect there to be some obligation to help a customer when he's being the victim of such an attack, and I refuse to see why they won't issue me with a new IP. Makes no sense, my IP is not supposed to be static for a reason.

My other rant is basically there useless phone system, being VOIP. Always breaks when the router crasher or a firmware update (which is multiple times a week sometimes). Combine with the fact they mention no where on there website that the phone system you're paying for is VOIP based. People constantly ask me to use my mobile due to the incredibly [censored] sound quality and background noise there VOIP systems use. It's gotten to the point I've not even plugged it in or used my house phone for 6 months.

Anyway if anyone could help/provide me with some advice for the IP issue before I fire off this angry email & request my MAC code it would be great. Not really a fan of paying £450 to leave the contract.

Are you able to request a MAC from them as i'm sure that SYDR didn't/couldn't issue MACs. May have changed now though.

They asked me over the phone to email and request a MAC code.
How else do I swap to BT/other FTTC providers without a MAC Code?

If they'd only stop lying and issue me with a new damn IP, or at least admit there is an issue I wouldn't be so annoyed.

I mean network based attacks are on the rise exponentially around the world, how any ISP cannot be prepared for this is beyond my comprehension. Why would you not have a system in place to null route an IP and deal with it is just stupid.

If the hacker found out your IP now, then it will be just minutes to find out your new IP, so it will solve very little changing the IP address on the home connection.

Only way to mitigate is for the ISP to actually do work that blocks the DoS upstream i.e. when it is on their network before reaching your small connection.

Just cuz IP is Dynamic doesn't mean it changes frequently; just that it is not guaranteed to stay the same. O2 Dynamic IPs are similar. The IP is auto chosen from a pool by the ISP's DHCP when you connect. You may be able to get it to change by changing the MAC addy of your router.

OFCOM insists that ISP supplies at least 2 ways of requesting MACs; can't just insist on email.

Fair enough, but I'm pretty sure that there not using a DHCP server to assign out of a pool as I was down for 13 days recently while moving home and still got the same IP after moving

I'm not insisting I get a new IP every time I reconnect, but to refuse to reissue an IP at request or to even acknowledge I was under a direct attack seems odd.

If phone system is only VOIP, who owns copper line to exchange and what does it do?

If not BT, then MACs are not applicable. You will need to ger a BT line installed before you can get BB from most suppliers.

I'm well aware how these things work, also I never said it was a hacker. Just some stupid kid with access to a subscription based TCP/SYN flood service.

I know exactly how he got my IP, and I also know how to stop him getting it again.

My main gripe here is the fact my ISP won't even acknowledge I'm under any form of attacks. If you read the entire of the first post as I've explained there lying straight to my face about the matter.

Edited by deleted (Tue 02-Oct-12 15:35:31)

In reply to a post by sam86:

still got the same IP after moving

With same router? With same MAC addy? That's why!

From the last count of some posts on ISPr and other forums.

SYDR is SLU and won't be able to issue a MAC. You'd not be able to switch with one and would have to cease and get a new order booked with a new ISP - which does mean you'll be without service.

Matt

In reply to a post by uno:

From the last count of some posts on ISPr and other forums.

SYDR is SLU and won't be able to issue a MAC. You'd not be able to switch with one and would have to cease and get a new order booked with a new ISP - which does mean you'll be without service.

Matt

Hi Matt, I do have a copper line installed by BT OpenReach which is why my service is provided by. Why have they told me to request a MAC code if I don't require one?

Things may have changed at SYDR then... but the last posts I saw claimed you couldn't request one and SYDR weren't able to generate them.

Matt

In reply to a post by XRaySpeX:

In reply to a post by sam86:

still got the same IP after moving

With same router? With same MAC addy? That's why!

Yes I'm aware why, I meant to the DHCP/IP Pool scenario. Like I said I made sure I was going to be with a service that provided dynamic IP's when I moved to LBO. Just I've had the same since June 20th and they refuse to release my IP/Issue a new one.

In reply to a post by uno:

Things may have changed at SYDR then... but the last posts I saw claimed you couldn't request one and SYDR weren't able to generate them.

Matt

Alright thanks for that info Matt, I'll check into it. A down time wouldn't be great but I've decent H+ around here so it won't be the end of the world.

but it's £450 to buy out my contract with LBO atm.

Check what OFCOM did about termination fees

http://consumers.ofcom.org.uk/2010/06/cheaper-charge...

the monthly amount used to calculate an exit fee was reduced using powers that apply to all comms providers.

In reply to a post by yarwell:

but it's £450 to buy out my contract with LBO atm.

Check what OFCOM did about termination fees

http://consumers.ofcom.org.uk/2010/06/cheaper-charge...

the monthly amount used to calculate an exit fee was reduced using powers that apply to all comms providers.

That is awesome thank you, no chance am I going to pay them the £450 then.
There demanding the entire monthly line rental for the rest of my contract as well as a fee for terminating.

I've also spoke to another company on SYDR, and I actually might swap over to them. They seem very helpful in comparison and there prices are competitive.

In reply to a post by yarwell:

but it's £450 to buy out my contract with LBO atm.

Check what OFCOM did about termination fees

http://consumers.ofcom.org.uk/2010/06/cheaper-charge...

the monthly amount used to calculate an exit fee was reduced using powers that apply to all comms providers.

I thought that only applied to the big providers and the little ones were still free to charge as they saw fit (which i thinks outrageous),

LBO also said i would have to pay £450 to get out even though at the time i had not even got connected yet but had gone past 7 days since order date so basically it was you either stay with us or pay, I did not have the £450 so i had to stay even though i got offered a lot better deal with my ISP at the time (talktalk)

Also looking at their FB page lately they seam to use the termination charge as a way of kinda bullying customers to stay because they know no one will pay that much to leave.

Ive had a lot of problems my self and they wont even let me downgrade packages im forced to keep paying for the faster services im not longer getting.

There own sip service over rides any of your own as well and they refuse to sort it because its for a 3rd party provider so you cant use your own (even if you dont subscribe to their sip service the router still acts as if you are). which has caused me personally some problems.

Sorry for piggybacking onto you post sam86 just wanted to kinda let you know your not alone in having problems with them and them not really doing much to solve them.

Ash

Edited by acpsd775 (Tue 02-Oct-12 16:38:40)

Well just spoke to the technical manager at LittleBigOne, seems they still refuse to change the IP however he basically admitted his technicians where lying about having access to the network logs at the time of the attacks.

Can't get the MAC code without settling the bill and says there cancellation charges cannot be changed. So not sure what I plan to do now.

If they are subscribing to the MAC system, then point out that withholding the code is against Ofcom rules.

They can highlight that you owe them money and will pursue, but cannot withold the MAC until this sum is paid.

In reply to a post by acpsd775:

I thought that only applied to the big providers and the little ones were still free to charge as they saw fit (which i thinks outrageous

"Ofcom expects other landline providers to apply similar principles and to reduce their early termination charges to similar levels. If they don�t, they could face formal enforcement action."

In reply to a post by yarwell:

In reply to a post by acpsd775:

I thought that only applied to the big providers and the little ones were still free to charge as they saw fit (which i thinks outrageous

"Ofcom expects other landline providers to apply similar principles and to reduce their early termination charges to similar levels. If they don�t, they could face formal enforcement action."

Ahh right learnt something new every day i thought it was just the bigger providers lol

thanks for the clarification

Ash

You could just order a new phone line and broadband, the current line is unbundled and if they try to persist with charging you the full rate just leave it there and make it a public open wifi hotspot or something.

"Ofcom�s interpretation of the Regulations is that consumers who end contracts early should never have to pay more than the payments left under the contract � in fact they should often pay less, to reflect the costs providers save because the contract ends early." - so you could write and ask for a statement of their costs to terminate pointing out their obligations under the general provisions of the communications codes.

In reply to a post by yarwell:

In reply to a post by acpsd775:

I thought that only applied to the big providers and the little ones were still free to charge as they saw fit (which i thinks outrageous

"Ofcom expects other landline providers to apply similar principles and to reduce their early termination charges to similar levels. If they don�t, they could face formal enforcement action."

But a landline is not being provided by LBO. Didn't the OP say it is with BT?

As I remember that OfCom doc, didn't it only apply to landline/bb bundles?

In reply to a post by RobertoS:

But a landline is not being provided by LBO. Didn't the OP say it is with BT?

He said was installed by BTOR. Don't OR install for all providers? He's unclear as to who provides it as he said his phone system is only VOIP.

In reply to a post by RobertoS:

As I remember that OfCom doc, didn't it only apply to landline/bb bundles?

No, it is entitled "Cheaper charges for UK consumers to end phone contracts" and explicitly includes BT Call Plans.

Edited by XRaySpeX (Wed 03-Oct-12 00:55:49)

It's sub-loop unbundling, so it's an Openreach tail fully unbundled to an SYDR cabinet AIUI. Corrections welcome.

OFCOM made various statements relating to their interpretation of Unfair contract terms and General Conditions in the comms codes. You will see in the link I posted VM cable broadband only as well as voice and bundles, but these were just examples negotiated with big ISPs. The General Conditions apply to everyone.

In reply to a post by yarwell:

It's sub-loop unbundling, so it's an Openreach tail fully unbundled to an SYDR cabinet AIUI. Corrections welcome.

OFCOM made various statements relating to their interpretation of Unfair contract terms and General Conditions in the comms codes. You will see in the link I posted VM cable broadband only as well as voice and bundles, but these were just examples negotiated with big ISPs. The General Conditions apply to everyone.

Yea, there Technical Manager pretty much said "Sorry, but ofcom won't enforce them on us so they don't apply"...

Anyway after another round of complaints and having the same manager admitting that there tech support where lying about all the log access and they had no logs at all. Only assumed I was wrong about being under an attack.

I've ordered a new phone line, TalkTalk business line for now. I really don't care about speed, rather have stability. I work online and run a limited company from home.

However, the reason I'm bumping this is my internet has been insanely unstable ever since I started forcing this complaint on my ISP.
This is actually a good day since then:
http://i.imgur.com/mLZof.png

I normally get up to 10 disconnects an hour after 5-6pm, and it stabilizes around 8am. Very odd, they keep saying they'll pass the issue on and phone me back. They do, they phone back always mid day and say it's been stable for hours so it must be fixed. It's appearing extremely dodgy to me that my internet is in this state after I made accusations and pretty much [censored] off there entire tech department. (all 5 members!)

The thing is, I've been sorting out all my debts over the past 5 years. I really don't want these [censored] trying to chase me for £500, but after all that they can get screwed if they really want the money.

Edited by deleted (Sun 14-Oct-12 01:12:13)

LBO ADR

4c. Independent Adjudication
If, after following our internal complaint procedure, your grievance has not been satisfactorily resolved then Ombudsman Services may be able to help. They are an independent dispute resolution service approved by Ofcom and further information can be found on their web site:
www.ombudsman-services.org
A complaint may be taken to Ombudsman Services if we have formally told you that the complaint that you asked us to resolve is in deadlock, or if the complaint you made to us has not been resolved within 8 weeks. Alternatively you can request that we issue a deadlock letter to allow you to refer the matter to Ombudsman Services if you feel we are not going to be able to resolve your complaint.

That's the way to avoid any possible charges. I believe it also costs LBO a couple of hundred quid or so in charges for the investigation.