o2 are awful

So we've been with o2 since Christmas or so. The speeds were bad. They said give it a week so we can sort it out. A week went. No help, no word of warning, nothing! We contacted them again, they said, give it 30 days. We admit we have problems, but give it 30 days it will be fine. So I was furious, my dad said just leave it. So we waited 30 days. Still, slow speeds. And even when the Download and Upload is good (6meg, 400KBS) the ping is 130 or so. I've been wanting to change ever since. Now my Dad is planning on Sueing o2. I hope he does. What's your advice guys?

Phil.

Unless you have a cast iron case I wouldn't waste your time and money. What proof have you that the slow speeds are due to your ISP rather than your installation?

Well I've been recording the speeds with Speedtest.net for the past 2 months and so's my mum. I got sick of my dad telling me to because they probably won't care. My Mum is still recording them though. So we're emailing them. Plus my dad is going to say that he is going to send all of his contacts (a lot, 500 or so) to never use o2. And to tell them to tell their contacts to never use o2 lol. That's just what my dad is like. Anyway. Reccoment anybody we could move to? ISP I mean. I live in the Northwest, Cumbria.

Unfortunately Be/O2 are the natural suggestion at the moment. Could you check at http://www.samknows.com/broadband/search.php to let us know who has unbundled your exchange, or your exchange name.

If you can find your router ADSL stats (see http://www.dslzoneuk.net/adsl_line_stats.php ) it will let us know if the problem is definitely O2 or whether the problem is actually with your phone line (if it's your phone line changing ISP will be of little benefit).

We used to be on Eclipse. And although their DL and Upload wasnt great (2megDL) Their ping remained at 50. I always play(ed) online games. Css, COD5 etc. Now I can't as the ping is too bad. We left Eclipse as they were going to charge us £35 though. I think it is o2 not having enough capacity of ADSL2+ to give out. As it still says connecting on our router's page. =(

Also. I don't quite understand what you mean by unbundled..etc. but, http://www.samknows.com/broadband/exchange/LCDTF

To find your router stats you will need to log into your router as SuperUser password O2Br0ad64nd (note capital O at the start and numeric zero in the middle).

Unbundled means that someone other than BT has installed their kit in your local exchange. LLU operator presence is how it's shown on samknows. This can give considerable savings. Unfortunately Dalton only has TalkTalk which may only be suitable for low usage.

So. To summarize. Lol. What should we do? =(

I change over to O2 6 months ago from a well known ISP after many years because of poor service, and it was the best move i have made,when i signed up to O2 they told me my line would only support 1.7 Meg, but to date i am getting 2.5 Meg + the after sales service is 100% it is an 0800 phone call to an English speaking person,my router was not up to standard i made a phone call in the afternoon and a replacement arrived by 9.30 AM next day, that is service,if you use O2 self help you can cure any problems quite easy.

Well basically I think they're leaving us out because we are in the middle of nowhere and they couldn't really care less...

Post your stats. Without them it's a stab in the dark.

Take it your posting about o2 Access here which is a difference product to o2/Be LLU, it's well known that they have serious capacity issues and upgrades are promised for April, however without line stats nobody can help you

I always get in a mess once two Anonymous posters start talking in the same thread, but I think it is you that posted this:-

Also. I don't quite understand what you mean by unbundled..etc. but, http://www.samknows.com/broadband/exchange/LCDTF

If it is, then you are not on ADSL2+ as only BT Wholesale and talkTalk are in your exchange, so you are on O2 Access, which is BT Wholesale.

If you signed up before 18 December you can get out for £48.93. I don't expect that suits!

The more hopeful thing is that O2 have this problem nationally and have said that upgrades to correct it are due in mid-April. It takes 3 months from them ordering extra kit from BT for it to be delivered, and you joined just before the need was starting to show up.

Ahh right. Well, we might aswell wait till they "sort" it out. Hopefully.

In reply to a post by Anonymous:

Ahh right. Well, we might as well wait till they "sort" it out. Hopefully.

Hopefully! It isn't much fun when things are as bad as the Access users are getting at the moment .

Would still probably be worth sending a polite email to O2 to tell them of your current dissatisfaction and that on their advice you are waiting until mid april for them to fix the problem. Also stating that if it isn't fixed by then that you consider the service to not be delivering what was ordered and that you may wish to discuss at that time leaving the service due to this.

This will ensure you have a record of the fact that you have been experiencing problems and that you have contacted them to try and rectify them. If the problems continue after the upgrades then you will have a better chance of taking them to task as you have a written record of your dissatisfaction.

It probably won't make a lot of difference but 10 minutes writing an email may give you a little more leverage later if you need it.

In reply to a post by Anonymous:

What's your advice guys?

Phil, please post your stats.

See here: How to check line stats.

john

In reply to a post by ian72:

Would still probably be worth sending a polite email to O2 to tell them of your current dissatisfaction and that on their advice you are waiting until mid april for them to fix the problem. Also stating that if it isn't fixed by then that you consider the service to not be delivering what was ordered and that you may wish to discuss at that time leaving the service due to this.

This will ensure you have a record of the fact that you have been experiencing problems and that you have contacted them to try and rectify them. If the problems continue after the upgrades then you will have a better chance of taking them to task as you have a written record of your dissatisfaction.

It probably won't make a lot of difference but 10 minutes writing an email may give you a little more leverage later if you need it.

That's a good idea, especially if the poster intends to try leaving with no penalty payments.