What is an acceptable actual speed from BB supplier?

I have a new Post Office broadband service at a non LLU exchange. The original speed estimate was about 6Mbps, in fact the router connects at 8.128Mbps which is good.

However, what I have found is that although the service works fine in the morning, it becomes almost unusable in the evening. This is an example of the evening performance, and this is the performance the following morning.

I presume that the back haul from the exchange is not big enough. I have not yet complained to the PO, but I presume it is not a problem that the help desk is going to solve immediately.

Are there any standards of acceptability which I can expect the PO to adhere to? I don't pay that much so to some extent I maybe getting what I have paid for, OTOH I could argue that I did not know what the PO would actually deliver.

Post Office is one of the ISP people warn you away from when its a non-LLU exchange, they are known for not buying enough capacity for users in this situation

What is acceptable is a negotiation thing, i.e. no absolute rules have been cast in stone

That is unusable at peak times, If they wont sort it ,i would be re negotiating the monthly subs, only pay for the times you get a unusable service, after all that is what you are paying for, failing that vote with your feet and migrate to another isp

Edited by tommy45 (Thu 03-Dec-15 22:17:24)

What do you think the best approach would be to get them to improve their service?

Given they seem not in a rush to improve things based on this is a long running thing its more about moving provider

What do you think the best approach would be to get them to improve their service?

Leave ?

In reply to a post by Zarjaz:

What do you think the best approach would be to get them to improve their service?

Leave ?

If I left I would not care whether or not they improved the service,

The service is at a holiday home, and one of its uses is remote monitoring, initially the temperature and the central heating, then I plan to have a burglar alarm that I can monitor, and later maybe cameras. I also want to control the cost.

They won't.

It is TalkTalk non-LLU and that has always been dreadful even on TalkTalk itself. Just like Sky Connect and O2 non-LLU when that was around.

The Post Office will have moved from whoever it was before, (I forget just at the moment), probably to pay less than they did before, so they won't be paying anything like enough to get TalkTalk to increase their non-LLU capacity.

In reply to a post by RobertoS:

They won't.

It is TalkTalk non-LLU and that has always been dreadful even on TalkTalk itself. Just like Sky Connect and O2 non-LLU when that was around.

The Post Office will have moved from whoever it was before, (I forget just at the moment), probably to pay less than they did before, so they won't be paying anything like enough to get TalkTalk to increase their non-LLU capacity.

Which makes me wonder whether Talk Talk will ever start an LLU operation. The exchange has about 1100 residential and 30 business lines.

If I left I would not care whether or not they improved the service

That was kind of my point. As Bob mentioned, this service from them has a dreadful reputation for exactly the issues you currently face. They will be in no hurry to resolve anything. Vote with your feet and leave them and their shoddy service, it is the best way to make your point to them I'd say.