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Standard User Jax2
(newbie) Fri 24-Jan-14 19:27:10
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Thoughts on new ISP please.


[link to this post]
 
Without going into any details or rants I have had enough of AOL/Talk Talk's so called support, I cannot take any more.
So I need a new ISP and would value peoples thoughts. I am tempted by Plusnet but am a little concerned regarding stories about their telephone support at the moment, horrendously long queues and suchlike. Has anyone got any recent experience?
Do they talk sense and actually listen to what you say?
I am aware it is an 18 month contract so do not want to make a mistake bearing in mind I have an ongoing issue with disconnections which is more than likely a line fault seeing I get many disconnections even when connected to the test socket behind the master socket.
Other ISPS that people would recommend that have good support?
Standard User professor973
(experienced) Fri 24-Jan-14 20:30:51
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Freeola, Zen, both with no contract tie in, so have incentive to treat you well. Good UK support from both.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User Jax2
(newbie) Fri 24-Jan-14 21:26:03
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Re: Thoughts on new ISP please.


[re: professor973] [link to this post]
 
Thanks, had not thought of Freeola so will have to look into them, Zen have a good reputation so will consider them too though I will have to consider their download/price now I have three grown up children home again (!) who play on-line games. I have no idea how much data games played via Steam use up.
I realize good support is something that has to be paid for but I am a pensioner on a fixed income which is why Plusnet tempts me but I am frightened by that 18 month contract. Anybody have first hand experience of Freeola or Zen support for that matter?


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Standard User professor973
(experienced) Fri 24-Jan-14 22:07:07
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
I am with Freeola for Broadband and Zen for line, so can vouch for the customer service of both. 5 - 10mins for Freeola to answer a ticket and very good UK based. Their 40gb use package does not seem a lot, until you consider it is unmetered between 7:00pm and 7:00am and ALL weekend. No need to stay up till midnight to game, watch movies of iplayer to save your allowance. Hard to use 40gb mon to fri till 7 pm, so that package does me fine.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png

Edited by professor973 (Fri 24-Jan-14 22:08:14)

Standard User flippery
(committed) Fri 24-Jan-14 22:39:11
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
How are you connected to TalkTalk via LLU or BTWholesale. if LLU are there other providers on exchange such as Sky.
As there are disconnections might be better to approach this area first.
Do you have noise on your line. Quiet line test ,Dial 17020 then option 2 and listen Is there any noise such as crackling. If so report as a phone fault.
Are these disconnections only recent. Could be as simple as a failing router modem.
I have found Freeola no better than any other ISP with other than simple faults. Their response will be for an engineer visit, with possible cost. Posters here may be able to resolve problem you are having.
Do you have access to another router modem?
Standard User Jax2
(newbie) Fri 24-Jan-14 23:49:07
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Re: Thoughts on new ISP please.


[re: flippery] [link to this post]
 
Thanks for replies.
I am on a Market 1 Exchange connected to AOL/Talk Talk via a shared LLU, phone line with BT.
There is no noise on the line on the quite line test. The router is connected via a filtered master socket faceplate but I have also connected to the test socket with three different micro filters and four different routers for more than 24 hours each time with 30 or more disconnections each time. Sometimes it will go for a day without disconnecting then it all starts again.
Despite prolonged testing via the test socket Talk Talk blame the filtered master socket (even when using micro filters!) so wish to send one of their own engineers (who cannot touch BT open-reach stuff) with the warning that if they find no problem then they will charge me £50 for the privilege. I have already had one BT Open-Reach Broadband Engineer visit who said my wiring was fine, found some HR faults on the line, moved the twisted pair after which my sync speed improved but still getting the drops. The engineer reckoned a poor joint or fracture in a wire the most likely reason but as the fault is intermittent he could not find it (he came on a more stable day of course)
Talk Talk are still blaming my wiring and when I asked how that could be so when using the test socket put the phone down on me.
So an ISP with a helpful support who will see it through properly is a priority.
Standard User Jax2
(newbie) Fri 24-Jan-14 23:56:30
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Here are my Router Stats taken while connected via the test socket. Good day today, hung on for 6 hours now.
Upstream line rate (kbit/s) 755
Downstream line rate (kbit/s) 5165
Line standard ADSL2
Channel type Interleaved
Upstream SNR (dB) 9
Downstream SNR (dB) 6.7
Upstream interleave depth 2
Downstream interleave depth 64
Upstream line attenuation (dB) 29.9
Downstream line attenuation (dB) 54
Upstream output power (dBmV) 12.5
Downstream output power (dBmV) 0
Upstream CRC 7645
Downstream CRC 65504
Upstream FEC 24870
Downstream FEC 0
Standard User Apprentice
(knowledge is power) Sat 25-Jan-14 09:30:01
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Thinking out of the box a bit you could try A & A for 6 months, take note their BB packages are not cheap, and see if they get your line fault sorted then migrate to a less expensive ISP later on.

http://aa.net.uk/broadband-home1.html

http://aa.net.uk/broadband-home1-info.html#more

I'm happy with PN but I don't have any line issues etc. just now, once their new call centre/offices in Leeds are fully up and running the CS free phone call waiting times will hopefully shorten.

Their BB prices are not that cheap if your exchange is classified as market 1 i.e. not in a low cost area.
You can at times get help and support from PN Staff/Digital Care Team as well as forum members by using the Community forum > http://community.plus.net/forum/

Alastair
plusnet
Standard User Jax2
(newbie) Sat 25-Jan-14 11:44:32
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Re: Thoughts on new ISP please.


[re: Apprentice] [link to this post]
 
Again thanks for the reply.
Any idea when the new Plusnet call centre in Leeds will be ready? Not to mention more trained up staff. At the moment I think they have outgrown their support capabilities so would not be a good move at the moment but are one to consider for the future.
Tending towards Zen at the moment on the grounds of reputation and only monthly contract. Will be contacting AOL for a MAC code later today when my wife, whose name the account is in, is back home. First time I have managed to get back on line since 8am this morning, now11.45!
However will also now look at A&A, internet connection permitting.
Standard User paul_liverpoolfc
(learned) Sat 25-Jan-14 12:31:57
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
I've been with Vivaciti for 2 years now and they've always responded quickly with queries.

I've got a monthly contract and the connection's rock solid.

GPRS > 3G > HSDPA > Wanadoo 1MB @ 2GB/month > Zen Internet 3MB @ 50GB/month > Vivaciti 5MB @ 100GB/month
Standard User flippery
(committed) Sun 26-Jan-14 12:47:47
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
TalkTalk are not the best company on Non Full LLU exchange.
The download speed is excellent for your attenuation but, maybe also causing your disconnections.
As Professor973 said maybe Freeola could be best ISP if, you can live with peak time load.
First month is half price and easy to migrate after 1 month if not satisfied.
If problems disappear, then I migration to plusnet can be on cards.

My problem with Freeola was not response but that they would not listen to being banded. Could just have been one off. Are quick to respond and easy to phone.

Edited by flippery (Sun 26-Jan-14 13:26:54)

Standard User Jax2
(newbie) Sun 26-Jan-14 15:38:13
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Re: Thoughts on new ISP please.


[re: flippery] [link to this post]
 
Yes the download speed is very good for the attenuation. Talk Talk have put the Target SNR up to 9 which has made no difference to the number of drop-out/disconnections. The speed has gone up since the Openreach Engineer's visits despite the Target SNR being raised, he said probably due to moving the twisted pair in the cabinet. I have seen the SNR as high as fifteen and then drop to -6 in an instant before reconnecting. Weird. This has been going on for months frown
Anyway I have requested my MAC which should be issued within the next 5 working days then decision time. Vivacity to look at too then, keeps me busy!
Standard User 961a
(newbie) Mon 03-Feb-14 11:04:41
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Two things

I've been with Plusnet for about 6 years. In that time we've gone from dial up to 7meg, mainly by Plusnet badgering BT to correct faults on our very long line. Some of this has involved expensive underground work which I'm sure would not have happened without Plusnet intervention. On two occasions broadband faults on our specific line have been fixed within a couple of days using the Plusnet reporting system. They are also open to a haggle on price. For much of my 6 years I've been on individually negotiated terms and am currently on fair discount which I can't beat however hard I try. Line rental remains on BT annual contract

As to disconnections, have you tried another router. I suffered from this, and the speeds were rubbish as a result. I bought a Billion 7800n router with a broadcom chipset and the disconnections have stopped. We stay rock solid for months on end and, of course, speeds are up by more than a third
Standard User Jax2
(newbie) Mon 03-Feb-14 12:30:08
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Re: Thoughts on new ISP please.


[re: 961a] [link to this post]
 
Thanks for your reply.
In the end I decided to go to Zen and the migration for Broadband should happen tomorrow 4th Feb. I fully expect the fault to go with me because I think it is an intermittent line fault. It is Zen's hopefully superior support I am looking for plus the fact there is no long contract. I am moving my phone line to Zen too as it is cheaper than BT's rental and it might be better for fault solving if Zen have both Broadband and the Line as they cannot pass the buck for the line to somebody else with me pig in the middle between two providers who blame each other.
Yes I have tried 4 different routers: Billion 7800N, Draytek 270Vn, Netgear GG834G v3 and AOL's own Huwei Echolife HG 532. All drop the line in a similar fashion. Perhaps when I am connected to BT equipment in the exchange things will be different. At the moment, until tomorrow, I am on a Talk Talk shared LLU.

Edited by Jax2 (Mon 03-Feb-14 12:31:57)

Standard User 961a
(newbie) Mon 03-Feb-14 14:02:05
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Wish you the best

If all these routers fail to do the business I wonder if the TT LLU is the problem

What I do know is that Zen are the guys for service so hopefully they will get to the bottom of the problem
Standard User broadband66
(fountain of knowledge) Mon 03-Feb-14 21:04:55
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Line is still owned and fixed by BT.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User Jax2
(newbie) Mon 03-Feb-14 22:32:59
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Re: Thoughts on new ISP please.


[re: broadband66] [link to this post]
 
Thanks.
I know the line is run and maintained by BT (Talk Talk have their equipment in the exchange) and I fully expect the problem to follow me unless I am incredibly lucky and the Talk Talk LLU equipment in the exchange is the source of the problems which I doubt. I think and hope the difference is that Zen's support is better than Talk Talk's and that they are more willing to sort the problem out including involving BT where appropriate. Time will tell.
Standard User Ripley
(committed) Mon 03-Feb-14 23:08:10
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
good choice with Zen, I cant fault them.

Freeserve Dial-Up --> BTopenworld --> <n>ildram -->Talk Talk LLU --> ZeN
ASUS RT-AC66U
Standard User Jax2
(newbie) Wed 05-Feb-14 16:52:50
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Re: Thoughts on new ISP please.


[re: Ripley] [link to this post]
 
Well day two with Zen.
Migration went as smooth as butter (as long as Talk Talk don't keep charging me after my contract with them is all paid up and finished!)
Day one four re-syncs.
Day two no re-syncs so so far I am a happy bunny. Speed up by 0.5 Mbs faster than the best Talk Talk could ever manage as a bonus. So much for my problems supposedly being caused by my filtered faceplate even when I was using dangly micro-filters plugged directly into the test socket!
I will never go back to Talk Talk even if they paid me!
Standard User flippery
(committed) Wed 05-Feb-14 17:55:04
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
In reply to a post by Jax2:
Well day two with Zen.
Migration went as smooth as butter (as long as Talk Talk don't keep charging me after my contract with them is all paid up and finished!)
Day one four re-syncs.
Day two no re-syncs so so far I am a happy bunny. Speed up by 0.5 Mbs faster than the best Talk Talk could ever manage as a bonus. So much for my problems supposedly being caused by my filtered faceplate even when I was using dangly micro-filters plugged directly into the test socket!
I will never go back to Talk Talk even if they paid me!


Good result, long may it continue.
Standard User Ripley
(committed) Wed 05-Feb-14 21:43:04
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Re: Thoughts on new ISP please.


[re: Jax2] [link to this post]
 
Hope it settles down well mate. Zen will look after you if you have any problems.

Freeserve Dial-Up --> BTopenworld --> <n>ildram -->Talk Talk LLU --> ZeN
ASUS RT-AC66U
Standard User bigbadpirate
(regular) Mon 10-Feb-14 18:58:38
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Re: Thoughts on new ISP please.


[re: Ripley] [link to this post]
 
been with zen over 10 years and all i will say to your comment is LOL. BTs network might be out of their hands but over 6 weeks with intermittent internet and today i get a "it's contention", pulled straight out of a magicians hat. not a mention before today. not once. anyway IDGAF, i pay zen and don't want to hear any [censored] excuses blaming BT whether it is their fault or not - deal with it like it should have been dealt with 5 and a half weeks ago.

when it takes 6 weeks to solve a problem (still unresolved) people should not be recommending them on any forums because the real test of a company is when problems occur and not when everything is running smothly and zen internet are failing in my opinion, failing on a big scale. i'll compare them to the old bt openworld thats linked in your sig and i think most of the country remembers how bad they were.

zen have become just like the rest they are not the company they were 10 years ago by a long long way. you take your chance like you would with any other company that's not charging a premium price.

Edited by bigbadpirate (Mon 10-Feb-14 19:04:37)

Standard User bigbadpirate
(regular) Thu 13-Feb-14 14:45:15
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Re: Thoughts on new ISP please.


[re: bigbadpirate] [link to this post]
 
Looking back on this post I was a little angry (understatement) when i posted, Zen were doing everything they could to help whilst I didn't want to hear it at the time their hands are tied and in fairness they managed to get someone from within BT to help. Intermittent fault so I know from my own work they can be hard to track down. They did their best to diagnose the problem before BT engineers were called out to save myself from incurring BT call out charges. If I'd have insisted they called out BT and took the charges they might have imposed it would have taken a good 3 weeks less to get to the bottom of the original problem. The truth is who knows where I'd have been with the likes of some of the other ISPs.

Edited by bigbadpirate (Thu 13-Feb-14 14:46:21)

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