Sadly on this occasion, I have taken the unusual and rare step of rejecting the application, based on content and information that we have received through a series of emails that came into our sales team.

In reply to a post by hk11:

Unfortunately not in this case

I can only guess that you may have been a little overpowering with your issue when sending emails to them, use this as a learning curve so not to make the same mistake with other ISP's.

I don't see that answering questions when asked and being honest is "being overpowering", but you might be right. It seems like businesses just don't want to offer any form of customer care these days.

It's a pity there is no direct line to Openreach, as I feel sure they would want to correct their poor install for a start. Perhaps I just don't make myself clear?

In reply to a post by hk11:

I don't see that answering questions when asked and being honest is "being overpowering", but you might be right. It seems like businesses just don't want to offer any form of customer care these days.

Most small customer focused ISPs I suspect will roll with a single issue when users migrate over but any more than that they are likely to be out of pocket so not good business.

To be frank you said you are being 'forced into a corner', I would switch that around and say you are 'forcing yourself into a corner'.

Edited by deleted (Mon 17-Jul-23 22:12:55)

So customers should keep quiet? There is only one issue really: poor installation. I have no real way of proving that, but if the guy doing my install thinks his wiring is acceptable one wonders what the rest of his work is like.

Most seem to think replacing wired with wireless is a bad idea, but when a company ignores your complaints, even when you send them pictoral evidence .......

How would you deal with the situation?

In reply to a post by hk11:

So customers should keep quiet? There is only one issue really: poor installation. I have no real way of proving that, but if the guy doing my install thinks his wiring is acceptable one wonders what the rest of his work is like.

Most seem to think replacing wired with wireless is a bad idea, but when a company ignores your complaints, even when you send them pictoral evidence .......

How would you deal with the situation?

There you go again, no one is saying customers should keep quiet but you are a customer of Vodafone not Aquiss so you have to be mindful of that when approaching a new ISP especially when you have several outstanding issues from your previous ISP.

I see you have two very clear issues :-

a) Getting the cabling tidied up on your outside wall.
b) Getting the service (speed/latency) working as it should be.

For me the priority should be getting the service working but you seem to be focused on the untidy cabling.

You had plenty of time to get at least the wiring sorted out when you first signed up with Vodafone back in December 2022, trust me most guys on here would have had that sorted in a week or two. I can understand it would take longer to get the slow speeds and latency resolved but you have never shared information about if any Openreach engineers came out as that is normally the first thing a ISP does when someone complains about slow broadband.

In reply to a post by dect:

I see you have two very clear issues :-

a) Getting the cabling tidied up on your outside wall.
b) Getting the service (speed/latency) working as it should be.


For me the priority should be getting the service working but you seem to be focused on the untidy cabling.

Exactly!
B is the most pressing, and whilst the cabling is an issue, its likely at this stage not to be the cause of the slower speeds.

In reply to a post by dect:

You had plenty of time to get at least the wiring sorted out when you first signed up with Vodafone back in December 2022, trust me most guys on here would have had that sorted in a week or two. I can understand it would take longer to get the slow speeds and latency resolved but you have never shared information about if any Openreach engineers came out as that is normally the first thing a ISP does when someone complains about slow broadband.

HK11, what Dect is saying is completely on the mark. Everyone who's replied to you in the threads, have wanted to help you get decent speeds. The reason we have asked you previous to do certain stuff, is that we are trying to figure where the issue is. And basically we haven't got anywhere, except you buying a 5g/lte modem and a sim.

Its easy when things are not working, to get frustrated. I can understand from you view if you have had multiple engineers out to test the line and they say its ok, and yet you still have slow speeds to be annoyed.

Now you may be right and it is hardware at fault, but unless we test in a certain way, it won't be fixed (kinda obvious) but if the issues is inside your network, who ever you go with, that problem will continue to exist.

It *must* be me then.

I thought it only fair to point out the issues to Aquiss, I wasn't expecting them to chase Vodafone but asked if it was possible for them to contact Openreach. Presumably they would have had to if I didn't already have the wiring anyway?

How would you sort out an issue if the company (Openreach) refuses to communicate with you and their representative (Vodafone) ignores pictorial evidence?

I can assure you my complaints *were* about the speed issue, the cabling was only raised as a result of Vodafone's continual claims that nothing was wrong. No figures were sent in response to my speed tests and there is nothing to share with regards Openreach, as no one has been out. I assume Openreach were never contacted even after Vodafone fobed me off with the email address for Openreach's legal representative!

My apologies if I have missed anything anyone has asked on here, but as far as I can see, I have replied to all questions.

This thread was meant to be about an alternative to a faulty FTTP installation, but has been turned into one I raised about speed issues on the "correct" one.

I'm not sure where I have said the cabling was responsible for the speed issue, I was simply suggesting that poor cabling *might* equate to poor installation elsewhere.

I started this or anoher thread with an "introduction" to my network. I've had ADSL here for nine years and the only thing that has (recently) changed is the copper (replaced by Openreach) with fibre. Obviously the router and Wan device are new, but I don't see how my network can be at fault, but I suppose it *is* possible for everything to fail at once after upto nine years of working fine?

Sadly you haven't answered the following points that may help others to figure out whats going on

1) Are your devices (used for testing) wired or wireless.
2) You've been asked to setup a BQM but you haven't posted a link to it.
3) You haven't posted the packet loss test results.

If you seriously want help then these are some of the things that may help others to help you.