UKFSN Home LLU - Poor Support

We have revcently moved to UKFSN's Home LLU Unlimited Broadband service after receiving the offer in December 09 to transfer free of charge.

The offer states we would experience faster speeds and a better latency which would be ideal for gaming, the primary use for our home broadband.

Transfer was complete promptly on the 10th January without any problems but the connection has always been unstable, either dropping completely or slow down so badly that even google home page will not load.

We contacted UKFSN support and followed all the advice they provided, even changing to a new router, still no improvement. UKFSN then asked us to run a trace back to there ip and to supply them with the data, After this they replied saying they would get there supplier to look into the problem, this was on the 17th January and no time scales to resolve the problem were given. We have emailed support requesting a time scale and have not received any reply other than the automated email.

From the 18th January we began calling them several times every day to acquire information on when the problems would be resolved. The phone just hangs up when you try to call them.

Has anyone else move to this service from UKFSN and experience similar problems?
Can anyone give some additional advice on how to resolve this problem? I'd even be happy to just transfer back to my standard ADSL connection.

I forget which underlying service ukfsn LLU is. If you run speedtest.net it tells you, unless you already know?

MurphX are the underlying suppliers for the UKFSN LLU broadband.

But who is the actual service provider - Cable and Wireless? Tiscally? Opal? BTW?

Its C&W

What router you using?

Using a D-link 2640R router

I suggest you try a router with a Broadcom chipset, rather than that one. Try a Netgear DG834GT or a Speedtouch 585.

Could the router be the problem, will it make that much difference? Is there any way I can check if its my router without going and buying a new one?

Thank you for the help.

It could be and yes, changing to a better chipset/router can improve certain lines dramatically.

Matt