Broadband & ISPs
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treeve
Major Contributor
It is OK, I am in no hurry. It is just a learning curve as to how outlets and supplies do not interface ... wassat , oh talk to each other, you mean. I am researching the list already in case it goes through the wall. I hope it will not. Now there is a name to play with ... Gary Hagel .... 
are you sure it is not Gerry Halliwell? God forbid ... No, I am sure that was Gerry Anderson ::6:
are you sure it is not Gerry Halliwell? God forbid ... No, I am sure that was Gerry Anderson ::6:
Huh! have I missed something...... yeh, I think so
treeve
Major Contributor
Thasda La Vista
I have not yet mentioned the expected foray into the vast impenetrable jungle of insanity that is Vista; 'did you want to say that? Yes. Are you sure?' But, I am keeping the 'old' pc for work and just using the vista online. The twain shall never meet, except via USB and external drives. The last intelligent synapse was seen to pass in the Halls of MS with the dying breath of XP, as it cried the whisper of the exalted wise one ... Windows ME. Thus it came to pass in the procession of the Official Chains that it all went Cleenrounthebenz. More on that later ....
I have not yet mentioned the expected foray into the vast impenetrable jungle of insanity that is Vista; 'did you want to say that? Yes. Are you sure?' But, I am keeping the 'old' pc for work and just using the vista online. The twain shall never meet, except via USB and external drives. The last intelligent synapse was seen to pass in the Halls of MS with the dying breath of XP, as it cried the whisper of the exalted wise one ... Windows ME. Thus it came to pass in the procession of the Official Chains that it all went Cleenrounthebenz. More on that later ....
treeve
Major Contributor
After two days of no reply from Orange, the space is vast. The impending cut off by fast4 prompts me to take more decisive action. Besides the letter to Gary Hagen, another letter to the local manager. Setting out everything and some opinions of the odd nature of sending an email which cannot be read. He is extremely understanding and helpful; I would advise anyone not to be afraid of asking in the outlet, after all, if there is something missing the product is not 'Fit for Purpose'. I was missing a password for my account and for the router. It transpires that the account password was a security word for contact with Orange - why was I not told that before? Second advice then is to get a copy of the paperwork before you leave the shop, ensure everything is explained, instead of the assistant haring off on some pretext to disappear in the great vortex. The manager at Orange was very helpful and explained a great deal, carefully. I felt quite rewarded, and went home to make a start on the connection. ....
The letter? it included the statement that if I did not receive the precise passwords etc, then the equipment would be handed back to them and payments stopped. I gave a deadline. That is advice I would give anyone in similar circumstances with any failed equipment or services.
The letter? it included the statement that if I did not receive the precise passwords etc, then the equipment would be handed back to them and payments stopped. I gave a deadline. That is advice I would give anyone in similar circumstances with any failed equipment or services.
treeve
Major Contributor
The security Code that was prompted on my first attemps?? It was a code printed on the box ... like I was going to work that out - she apologised. Second series of attempts ... endless loops of disconnecting and attempts. No re-appearance of the request for a security code. I am continually told by this mindless software that there continues to be a problem in connecting to the router. I then eventually get told that I can try it manually - why in the name of all that is holy was I not instraucted about that at first? The router's 'home page' is at http://192.168.1.1 After discovering all was as it should be input wise, the diagnosis was returned the router not connected and the ADSL lead was unplugged, which it was not; So, on top of the confusion over passwords, there is an issue about the ADSL lead; a)the lead may not be properly made; b) the connector(s) may not be well made; c)the sockets may not be well made. I have tried the socket on the PC without failure, previously; I also note the plugs do not fit the sockets tightly, there being considerable movement allowed. It was also discovered in the manual set up for the router that the initial password is 'admin'. The second dialogue box requiring username and own password. I now get the information that the online light should be solid, but that only happens if the username and password have been correctly entered - which they have been; couple this with the diagniosis of an unplugged ADSL lead, and there we have another problem. I also attempt the connection via the laptop, with a similar result. It would appear the equipment is duff to start with. Wonderful thing Command Mode sending a four packet ping to the router results in no connection message. I feel another letter coming on, maybe more ...
@treeve, ADSL modem hates telephone extensions, so if you have the modem plugged into anything else than the main line in you'll run into problems.
I'm pretty sure that that is your issue here if the ADSL light doesn't stay on then an establishment cannot be made. The other thing is if you have a fax machine you WILL need to put an ADSL filter on that as well as on your ADSL modem. The reason is clear enough.... fax machines poll the phone line and therefore break ADSL carrier signals big time.
As I said earlier... I'm happy to come over and set this up for you.
I'm pretty sure that that is your issue here if the ADSL light doesn't stay on then an establishment cannot be made. The other thing is if you have a fax machine you WILL need to put an ADSL filter on that as well as on your ADSL modem. The reason is clear enough.... fax machines poll the phone line and therefore break ADSL carrier signals big time.
As I said earlier... I'm happy to come over and set this up for you.
treeve
Major Contributor
Has Orange been anywhere near the bananas in the fruit bowl?
Well, it is now clear that ADSL is present (as indicated on the Orange supplied router), with a ping packet sent, communication with the router was intermittent as resulted in the presence of the router page and its response to some input. The connectors for the RD47 were extremely loose fitting, it was also reported by the router software that the lead was not connected and that the equipment was not present, in the end I took it back to the shop ... more on that later. This is fun.
@Halfhidden - But thank you very much again for coming to the house and setting me up with a router pack that actually works, all of which proves the equipment supplied by Orange was faulty.
Well, it is now clear that ADSL is present (as indicated on the Orange supplied router), with a ping packet sent, communication with the router was intermittent as resulted in the presence of the router page and its response to some input. The connectors for the RD47 were extremely loose fitting, it was also reported by the router software that the lead was not connected and that the equipment was not present, in the end I took it back to the shop ... more on that later. This is fun.
@Halfhidden - But thank you very much again for coming to the house and setting me up with a router pack that actually works, all of which proves the equipment supplied by Orange was faulty.
treeve
Major Contributor
To continue with the Orange Saga ....
Having lodged a letter with the Penzance Manager, he wrote the reply, with apologies for the problems encountered. There is a suggestion that the line having been used previously may be a cause for some conflict; this is not possible of course, however, there is a possibility of system conflict as to settings in some computers, in that the PC has to decided between the old modem and the ethernet connection. Do not be fluffed off with that argument, it is rare for that to happen.
He again offers me the contact phone number. These contact numbers are all very well, but it all is very expensive and tiresome to obtain half-baked advice (a common opinion of Orange users who have tried the service department already - that alone guides me against phone contact; primarily the reason is it is indecent to ask a customer to pay for the company to get a faulty router to work, which it will not magically recover with advice like 'have you set Outlook Express to open in your Inbox upon starting?' and other technical gems of wisdom).
Having lodged a letter with the Penzance Manager, he wrote the reply, with apologies for the problems encountered. There is a suggestion that the line having been used previously may be a cause for some conflict; this is not possible of course, however, there is a possibility of system conflict as to settings in some computers, in that the PC has to decided between the old modem and the ethernet connection. Do not be fluffed off with that argument, it is rare for that to happen.
He again offers me the contact phone number. These contact numbers are all very well, but it all is very expensive and tiresome to obtain half-baked advice (a common opinion of Orange users who have tried the service department already - that alone guides me against phone contact; primarily the reason is it is indecent to ask a customer to pay for the company to get a faulty router to work, which it will not magically recover with advice like 'have you set Outlook Express to open in your Inbox upon starting?' and other technical gems of wisdom).
treeve
Major Contributor
In the same post I received a letter from Orange - from a Kelly Wilson. Plenty of apologies and platitudes. A suggestion I should telephone another number - this time quoted at 4.89 pence per hour!!!
I have since found this same number on Orange website and it is actually charged at 4.89 pence per minute. There is now some considerable confusion about the contract and its links with landline and/or mobile phone; I did not want a mobile orange, nor for Orange to handle my landline account - a point made clear at application. I am on BT Basic. They are adamant that I have an Orange mobile phone, which I do not.
'I hope the above information has been of assistance' - yes it has it; has convinced me that despite my years I have more knowledge, understanding and more clarity than the staff at Orange.
It was at that point that I packed it all up and took it to the local shop, with an instruction that it had to go back to Orange as it was faulty, not Fit For Purpose.
It was also obvious with the plethora of telephone numbers at differing rates that some clarity was required. Bankruptcy could so easily follow at this rate. I actually told the manager that the account was closed as far as I was concerned, since the product was not forthcoming from Orange.
The manager was nonplussed as he had no remit for this, neither had he the machinery in place to do such a thing. But he accepted under the principal that he was manager of an outlet that handled my order and its sale.
I have since found this same number on Orange website and it is actually charged at 4.89 pence per minute. There is now some considerable confusion about the contract and its links with landline and/or mobile phone; I did not want a mobile orange, nor for Orange to handle my landline account - a point made clear at application. I am on BT Basic. They are adamant that I have an Orange mobile phone, which I do not.
'I hope the above information has been of assistance' - yes it has it; has convinced me that despite my years I have more knowledge, understanding and more clarity than the staff at Orange.
It was at that point that I packed it all up and took it to the local shop, with an instruction that it had to go back to Orange as it was faulty, not Fit For Purpose.
It was also obvious with the plethora of telephone numbers at differing rates that some clarity was required. Bankruptcy could so easily follow at this rate. I actually told the manager that the account was closed as far as I was concerned, since the product was not forthcoming from Orange.
The manager was nonplussed as he had no remit for this, neither had he the machinery in place to do such a thing. But he accepted under the principal that he was manager of an outlet that handled my order and its sale.
treeve
Major Contributor
On the evening of the 8th October at 17:41 I was telephoned by Orange [ on 08004045004] and, after initial enquiries made by the person representing Orange, in which I explained the current situation, I was passed over to Grace of Customer Relations when I further explained that the equipment was not working and that I had not yet been connected and that in view of the apparent situation I had lodged the Siemens router package with Mr Mars for return to Orange; it was then explained to me by Grace that I should make a telephone call to Orange engineers, with the equipment in my house; upon my comments regarding cost of that call and the effect on me, let alone my protest as to expense in relation to non-working equipment, I was then informed that any cost made in telephone to the service engineer in order to get that equipment diagnosed would be refunded to myself. None of this was advised at the time of application for connection. I was further advised to make such call using the number advised in the letter of Kelly Wilson being 0844 8738586 which is charged at 4.86 pence per hour (sic). This as I say I have found to be 4.86 per minute. Why was I not told this before? Simple - this appears to me to be a vast money making exercise on top of the provision of broadband and mobile service, lots of money to be earned on service phone calls.
That letter refers directly to the mobile phone account, which I do not have nor want nor have ordered. ‘Your package is in conjunction with your Orange mobile and there is no subscription fee for the broadband part of your package’ The letter also refers to the use of the landline, which is not used by myself, except in extreme emergency – I use the written word, not the phone.
Grace has offered apologies for the difficulties in the router and in the fact that there are failings in information so far been given, and has expressed the desire to attempt to make the broadband connection complete.
In view of the contact and explanation by Grace, I agreed to continue with the process, in the hope of a sensible completion.
It must be mentioned that despite the fact that I had informed Orange that I had no internet connection I was being sent communications by them by email to my inaccessible Orange email account, with no copies by post. They chose to ignore two of my earlier web-based enquiries.
Grace had protested that “we are a large company” and “we do not do things this way”, as if Orange was able to re-write Customer Rights or reasonable actions, excusing poor documentation, misinformation and the rest. If an outlet sells equipment that is observed to be Not Fit for Purpose, it goes back to that outlet.
One of the messages I received was from Mark Dye of Orange support. Remember this reply took from the 19th September until the 23rd September to be answered. This was after the date notified to them of my no longer having internet access. He now suggests that my contract will be for £19.97 because I do not have an Orange mobile phone. I am able to look at the page on the web offering alternatives and the packages. However, on checking the specific page, the site informs me that there is already a service on that line and that I cannot view the alternative packages.
On the morning of 9th October 2009, It was found that the Router Pack had been returned to Orange by Mr Mars, at my request, an action that pleased me greatly.
Having now spoken to two experts (a specialist computer operator and systems constructor, and a professional computer technician of long standing), I have had confirmation that the symptoms and error messages (device not present/not connected) represent a failure in the Siemens package supplied.
As it is, Steff - qualified expert in internet and computers - came to my house and set up a router pack. It is all operational with no difficulties; all of which confirms there were problems with the router pack supplied by Orange. I add that the RD47 has tight connector ends into router and PC, router boot up is twice as fast as that supplied by Orange.
In closing (for now) I have discovered that port 25 and others are blocked allowing outgoing mails to be handled by Orange only. This was done without notification.
That letter refers directly to the mobile phone account, which I do not have nor want nor have ordered. ‘Your package is in conjunction with your Orange mobile and there is no subscription fee for the broadband part of your package’ The letter also refers to the use of the landline, which is not used by myself, except in extreme emergency – I use the written word, not the phone.
Grace has offered apologies for the difficulties in the router and in the fact that there are failings in information so far been given, and has expressed the desire to attempt to make the broadband connection complete.
In view of the contact and explanation by Grace, I agreed to continue with the process, in the hope of a sensible completion.
It must be mentioned that despite the fact that I had informed Orange that I had no internet connection I was being sent communications by them by email to my inaccessible Orange email account, with no copies by post. They chose to ignore two of my earlier web-based enquiries.
Grace had protested that “we are a large company” and “we do not do things this way”, as if Orange was able to re-write Customer Rights or reasonable actions, excusing poor documentation, misinformation and the rest. If an outlet sells equipment that is observed to be Not Fit for Purpose, it goes back to that outlet.
One of the messages I received was from Mark Dye of Orange support. Remember this reply took from the 19th September until the 23rd September to be answered. This was after the date notified to them of my no longer having internet access. He now suggests that my contract will be for £19.97 because I do not have an Orange mobile phone. I am able to look at the page on the web offering alternatives and the packages. However, on checking the specific page, the site informs me that there is already a service on that line and that I cannot view the alternative packages.
On the morning of 9th October 2009, It was found that the Router Pack had been returned to Orange by Mr Mars, at my request, an action that pleased me greatly.
Having now spoken to two experts (a specialist computer operator and systems constructor, and a professional computer technician of long standing), I have had confirmation that the symptoms and error messages (device not present/not connected) represent a failure in the Siemens package supplied.
As it is, Steff - qualified expert in internet and computers - came to my house and set up a router pack. It is all operational with no difficulties; all of which confirms there were problems with the router pack supplied by Orange. I add that the RD47 has tight connector ends into router and PC, router boot up is twice as fast as that supplied by Orange.
In closing (for now) I have discovered that port 25 and others are blocked allowing outgoing mails to be handled by Orange only. This was done without notification.
treeve
Major Contributor
Orange you glad you did not get freeservewanado Orange broadband?
The saga continues into Valhalla (or at least that is what Orange imagine themselves to be, for Twighlight of the Gods, this is not. Despite having been approached 8th October by Orange to get it all sorted out for me … As of 2300 on the night of 20th October, Internet connection ceased, followed by DNS failure at midnight. The telephone line still active with dial tone. Being totally left out of the information loop (what information loop?) I did not know if this was a failure or a termination. To re-cap, I registered on the 5th September 2009 for (and I quote from the registration form, now provided by the outlet at my written request .. “Broadband Connection ‘on its own’, Standalone Home Starter”, for which I was quoted £9.75 per month], followed in 16 days by the supply of a faulty router, which I had to return. After being connected to Orange Broadband for ten days, I already find myself without connection. An apparent pre-requisite of having Orange broadband appears to be the loss of privacy and the downgrading of the standards required by my listing on TPS, telephone survey limitation (including MORI, do not call); in one week, despite having extremely limited contact from lowlife advertisers, I had four calls asking me the most idiotic questions and trying to sell me all manner of trash. I raised such a protest that it was made clear that the ‘fact’ of my land calls being commandeered by Orange meant that it compromised my status. I was also informed that Orange landline rental was greatly in excess of my present rental; this was in response to my observational complaint that ‘free calls or not’ it would alter the status of my landline account with BT and increase my rental. They admitted that calls made under that basis could well increase my telephone bill considerably and that of the Orange account. The logic of it all escapes me as well, but I do not care for questionable marketing techniques, least of all the insistence that the customer must always phone on their expensive telephone numbers of variable rates. I never had to use a rate like that to telephone a heating engineer over a faulty installation in 40 years of architectural consultancy, and I have no intention of starting to say to any company regarding my money to ‘help yourself’.
On the 23rd October, I received a phone call to state that my account was terminated. I have no doubt there is an email on my terminated email account to that effect, but no one can be that stupid? Can they? Surely? But, that is what they did when I registered, sent emails to an account, which they KNEW was inaccessible to me, by their fault of not providing the broadband connection, in the full knowledge that I had no connection at all at that time.
So, if you want your landline compromised, your privacy compromised, if you want an Orange mobile phone, if you want your sanity driven to the edge, if you want something for which you did not register, and you have loadsamoney to give away to a needy company then Orange is your man.
By the way, a word of warning, besides careful records and paperwork, make sure as to the MAC status. I was informed over the telephone (remember there is no proof of anything in a ‘phone conversation) that no MAC code was present. If there is not then you need a written statement to that fact from the suppliers. If there is insist on getting it in writing.
I was also informed that the line was terminated and that a disconnection fee of £29 was payable, however the Customer Care Department stated that the transfer from BT to Orange (which was my clear directive from the outset that they are not to transfer from BT) had not been made, so why should anyone pay a disconnection for a connection which was not made or permitted. The charge has been waived.
So now, having discovered that my laptop is fitted on board with a 56k Smartlink, I have configured Remote AccessService, and set it all up; I have also fitted a 56k Smartlink modem to the PC, set up for standard dial-up for the initial stage of now seeking an alternative broadband supplier, having had more experience in the initial stages of broadband than I care to have needed, and more contact with incompetence and inadequacy than I have experienced in my 40 years office contacts, in a matter of a month. This whole episode has clearly been made the worse by having my workhorse PC crash on me at a critical time. My files date back to 1996, including emails. Everything had been backed up on four external drives, but there were two weeks of files which were potentially lost, but thankfully it was the motherboard that had burnt out and the hard drive and contents were salvaged. Contents now secure.
The saga continues into Valhalla (or at least that is what Orange imagine themselves to be, for Twighlight of the Gods, this is not. Despite having been approached 8th October by Orange to get it all sorted out for me … As of 2300 on the night of 20th October, Internet connection ceased, followed by DNS failure at midnight. The telephone line still active with dial tone. Being totally left out of the information loop (what information loop?) I did not know if this was a failure or a termination. To re-cap, I registered on the 5th September 2009 for (and I quote from the registration form, now provided by the outlet at my written request .. “Broadband Connection ‘on its own’, Standalone Home Starter”, for which I was quoted £9.75 per month], followed in 16 days by the supply of a faulty router, which I had to return. After being connected to Orange Broadband for ten days, I already find myself without connection. An apparent pre-requisite of having Orange broadband appears to be the loss of privacy and the downgrading of the standards required by my listing on TPS, telephone survey limitation (including MORI, do not call); in one week, despite having extremely limited contact from lowlife advertisers, I had four calls asking me the most idiotic questions and trying to sell me all manner of trash. I raised such a protest that it was made clear that the ‘fact’ of my land calls being commandeered by Orange meant that it compromised my status. I was also informed that Orange landline rental was greatly in excess of my present rental; this was in response to my observational complaint that ‘free calls or not’ it would alter the status of my landline account with BT and increase my rental. They admitted that calls made under that basis could well increase my telephone bill considerably and that of the Orange account. The logic of it all escapes me as well, but I do not care for questionable marketing techniques, least of all the insistence that the customer must always phone on their expensive telephone numbers of variable rates. I never had to use a rate like that to telephone a heating engineer over a faulty installation in 40 years of architectural consultancy, and I have no intention of starting to say to any company regarding my money to ‘help yourself’.
On the 23rd October, I received a phone call to state that my account was terminated. I have no doubt there is an email on my terminated email account to that effect, but no one can be that stupid? Can they? Surely? But, that is what they did when I registered, sent emails to an account, which they KNEW was inaccessible to me, by their fault of not providing the broadband connection, in the full knowledge that I had no connection at all at that time.
So, if you want your landline compromised, your privacy compromised, if you want an Orange mobile phone, if you want your sanity driven to the edge, if you want something for which you did not register, and you have loadsamoney to give away to a needy company then Orange is your man.
By the way, a word of warning, besides careful records and paperwork, make sure as to the MAC status. I was informed over the telephone (remember there is no proof of anything in a ‘phone conversation) that no MAC code was present. If there is not then you need a written statement to that fact from the suppliers. If there is insist on getting it in writing.
I was also informed that the line was terminated and that a disconnection fee of £29 was payable, however the Customer Care Department stated that the transfer from BT to Orange (which was my clear directive from the outset that they are not to transfer from BT) had not been made, so why should anyone pay a disconnection for a connection which was not made or permitted. The charge has been waived.
So now, having discovered that my laptop is fitted on board with a 56k Smartlink, I have configured Remote AccessService, and set it all up; I have also fitted a 56k Smartlink modem to the PC, set up for standard dial-up for the initial stage of now seeking an alternative broadband supplier, having had more experience in the initial stages of broadband than I care to have needed, and more contact with incompetence and inadequacy than I have experienced in my 40 years office contacts, in a matter of a month. This whole episode has clearly been made the worse by having my workhorse PC crash on me at a critical time. My files date back to 1996, including emails. Everything had been backed up on four external drives, but there were two weeks of files which were potentially lost, but thankfully it was the motherboard that had burnt out and the hard drive and contents were salvaged. Contents now secure.
Post Office....Ha I'm moving!
Here is the latest round up of the problems with Post Office Broadband.... Oh and by the way, they won't talk with me any longer as they say it's against the law! HA! they make me laugh
Dear sir/madam, we migrated broadband providers from “Freeola” to “Post Office” on the 22nd July 2009.
With almost immediate effect our broadband service slowed down. Now I’m aware that there is a ten day transition once you migrate and the line speed will gain and slow until a suitable line speed is determined. But after ten days our broadband had slumped from what was 7mb access with our previous ISP to ¼ mb... yep 256kb!
Apart from that we were getting disconnected every 10 minutes and weren’t able to re-join for at least 20 minutes. It’s now October 26th and we have disconnections several times a day and internet is slow.
Here’s a bullet point to help you understand what’s been going on.
·Since starting with Post Office connectivity was slow and unstable
·Made countless phone calls to support on 0845 600 3210
·22nd July 2009 emailed Post Office to make complaint (no reply)
·23rd July emailed Post Office to make complaint (no reply)
·24th July rang tech support to complain about router, all that was ever offered was a firmware upgrade for the “Zyxel “ router
·Several phone calls to tech support later and raised the call to a complaint level
·Technical support high level offer a replacement router to be dispatched
·New router arrived (pre setup) plugs in and works ok for a day or so. Then back to problem
·Got hold of tech support again who said that they will run tests on the line and ring me back... No one rang
·Rang tech support again and explained what I was told on the phone the other day by tech support... they had no record of my call. But offered a firm ware upgrade.
·Router now constantly gives disconnections and slow internet access.
·8th August tried for 9 ½ to get hold of tech support because we couldn’t connect up at all
. Rang again at 10am and told to leave my number, rang again at 16:40 and told to leave my number, rang again at 18:50 and told to leave my number, rang again at 19:44 and told to leave my number.... Eventually someone took my number and offered to ring back.... but they didn’t ring back.
·8th August borrowed a router from neighbour and got back on to internet
·8th August emailed Post Office and made a complaint (no reply)
·10th August rang tech support and was answered by an assistant who placed me on hold for 2 hours 13 minutes and 39 seconds before coming back to me and saying sorry about that what can I do for you.
·10th August having rang tech support and was told to leave my number but I insisted on talking with a supervisor. After a 14 minute on hold I was placed through to “Ronan” who promised me a replacement router and agreed to send out a different model router. He furthermore offered to ring us on Wednesday the 12 August 8pm to check that the router had arrived and that we could connect.
·10th August wrote letter to Post Office outlining my complaint and demanding a release from my contract (proof of posting obtained)
·12 August. Router arrived unpacked to find the same make and model as the previous make. Oh well! Plugged it in and connected up. This is now the third router from the Post Office... All same make and model.
·12 August router had been fine all day but now the evening was here it was playing up just like the others. Disconnections and slow internet access.
·12 August 8pm came and went but no call from “Ronan” or anyone else from the Post Office.
·17th August went down town and purchased a new router at my own cost £48.89. Came home and set it up..... everything worked as it should.
·17th August finally at wits end I rang the high level complaints department and spoke with “Teresa” at 11:33am. Initially insisting that she put me through to tech support, she quickly realised the gravity of the situation and instead passed me through to “Kirsten” on extension 4037
·Explained the whole story to Kirsten and she insisted that she could sort this out. She told me that no letters or emails had ever been sent to her department from me. This isn’t true see above. Kirsten insisted that I should talk with tech support and with that placed me on hold. 22 minutes later Kirsten comes back on the line and says that tech support will ring me instead. She said that she would ring back at 17:00 next day to make sure that tech support has contacted us.
There's more in the next thread.... see below
Here is the latest round up of the problems with Post Office Broadband.... Oh and by the way, they won't talk with me any longer as they say it's against the law! HA! they make me laugh
Date: 26th October 2009
With almost immediate effect our broadband service slowed down. Now I’m aware that there is a ten day transition once you migrate and the line speed will gain and slow until a suitable line speed is determined. But after ten days our broadband had slumped from what was 7mb access with our previous ISP to ¼ mb... yep 256kb!
Apart from that we were getting disconnected every 10 minutes and weren’t able to re-join for at least 20 minutes. It’s now October 26th and we have disconnections several times a day and internet is slow.
Here’s a bullet point to help you understand what’s been going on.
·Since starting with Post Office connectivity was slow and unstable
·Made countless phone calls to support on 0845 600 3210
·22nd July 2009 emailed Post Office to make complaint (no reply)
·23rd July emailed Post Office to make complaint (no reply)
·24th July rang tech support to complain about router, all that was ever offered was a firmware upgrade for the “Zyxel “ router
·Several phone calls to tech support later and raised the call to a complaint level
·Technical support high level offer a replacement router to be dispatched
·New router arrived (pre setup) plugs in and works ok for a day or so. Then back to problem
·Got hold of tech support again who said that they will run tests on the line and ring me back... No one rang
·Rang tech support again and explained what I was told on the phone the other day by tech support... they had no record of my call. But offered a firm ware upgrade.
·Router now constantly gives disconnections and slow internet access.
·8th August tried for 9 ½ to get hold of tech support because we couldn’t connect up at all
. Rang again at 10am and told to leave my number, rang again at 16:40 and told to leave my number, rang again at 18:50 and told to leave my number, rang again at 19:44 and told to leave my number.... Eventually someone took my number and offered to ring back.... but they didn’t ring back.
·8th August borrowed a router from neighbour and got back on to internet
·8th August emailed Post Office and made a complaint (no reply)
·10th August rang tech support and was answered by an assistant who placed me on hold for 2 hours 13 minutes and 39 seconds before coming back to me and saying sorry about that what can I do for you.
·10th August having rang tech support and was told to leave my number but I insisted on talking with a supervisor. After a 14 minute on hold I was placed through to “Ronan” who promised me a replacement router and agreed to send out a different model router. He furthermore offered to ring us on Wednesday the 12 August 8pm to check that the router had arrived and that we could connect.
·10th August wrote letter to Post Office outlining my complaint and demanding a release from my contract (proof of posting obtained)
·12 August. Router arrived unpacked to find the same make and model as the previous make. Oh well! Plugged it in and connected up. This is now the third router from the Post Office... All same make and model.
·12 August router had been fine all day but now the evening was here it was playing up just like the others. Disconnections and slow internet access.
·12 August 8pm came and went but no call from “Ronan” or anyone else from the Post Office.
·17th August went down town and purchased a new router at my own cost £48.89. Came home and set it up..... everything worked as it should.
·17th August finally at wits end I rang the high level complaints department and spoke with “Teresa” at 11:33am. Initially insisting that she put me through to tech support, she quickly realised the gravity of the situation and instead passed me through to “Kirsten” on extension 4037
·Explained the whole story to Kirsten and she insisted that she could sort this out. She told me that no letters or emails had ever been sent to her department from me. This isn’t true see above. Kirsten insisted that I should talk with tech support and with that placed me on hold. 22 minutes later Kirsten comes back on the line and says that tech support will ring me instead. She said that she would ring back at 17:00 next day to make sure that tech support has contacted us.
There's more in the next thread.... see below
Post Office broadband
·18th August 17:14 Kirsten rings back and tells us that the conversation is now being recorded and asked if tech support had been in touch... we replied no. She insisted that we wait until 19th to see if they ring.
·19th August second letter of complaint sent to Post Office (sent recorded deliver)
·19th August no call from tech support.... Kirsten rings though, tells us that the conversation is being recorded and asked if tech support had contacted us... no they had not. She went on to tell us that she was now going on holiday and suggested that no one else could help.
To be fair things have been ok since we placed our own router on the line, until Thursday 15th October.
·Thursday 15th October internet cut off rang tech support 21:00 and on hold and spoke with tech support until 21:40. They insisted that there was nothing wrong and that I was connected.
·16th October intermittent connection all day and previous evening Phoned tech support at 13:54 they said nothing was wrong and that I was connected
·16th October 15:00 still not connected I reconnected the old Post Office router... but that didn’t work either. Rang Tech support who insisted that I was connected. I insisted that the line should be diagnosed. I was placed on hold for 24 minutes and then told that It had been raised to level 2 support and someone will ring us within 24 hours.
·17th October no call from level 2
·17th October rang tech support @ 21:57 because we didn’t have a broadband connection. Spoke with “Anthony” who tells me that they don’t have any records of me ever calling. We insisted that we speak with a supervisor and asked them why we never received a call back as promised. He told us that it was cancelled (no reason given). We insisted that the Post Office investigate this line problem and eventually he agreed to raise it to level 2... guess what? Yep someone will ring us back within 24 hours.
·18th October came and went no call.
·19th October came and went no call
·In fact we just put up with the constant disconnections for the next few days... but it soon got to us.
·23rd October 18:10 rang tech support spoke with Barry. Stayed on the line trying to convince him that there is a fault on the line. After a forty minute conversation he raised this to level 2 and told us that we will receive a phone call within 24 hours.
·24th October no call!
·25th October intermittent internet connection slow internet speed
·26th October notified Otelo and generated a complaint
·26th October rang tech support because we couldn’t connect to broad band. Spoke with “Mark” at 11.55am and I asked to speak with a supervisor... He placed me on hold and came back on the line and told me that nobody was allowed to speak with me because I made a complaint to “Otelo”. I asked why... he replied “it was against the law” I then asked him was he going to give me technical support and he said no! I pointed out that we are under contract but he refused to offer technical support. This effectively ends our contract.
This call (as with all previous calls) was placed through a conference call (speaker phone style)and two other people witnessed it.
I have kept all correspondence, emails, notes, proof of posting, recorded deliver slips, times and dates.
Because the Post Office have refused to send out an engineer, refused to offer technical support, refused to answer any written correspondence of which I have proof of posting. Therefore, this situation is no longer acceptable. Please supply a MAC code to me with immediate effect.
Furthermore a refund to compensate not only the purchase of a modem, but for the lack of connectivity and slow internet access (much slower than advertised), and for the incredible amount of time spent on the phone trying to resolve this issue. Not to mention the postage cost!
IS THAT BAD! if you're thinking of Post Office Broadband... think again!
·18th August 17:14 Kirsten rings back and tells us that the conversation is now being recorded and asked if tech support had been in touch... we replied no. She insisted that we wait until 19th to see if they ring.
·19th August second letter of complaint sent to Post Office (sent recorded deliver)
·19th August no call from tech support.... Kirsten rings though, tells us that the conversation is being recorded and asked if tech support had contacted us... no they had not. She went on to tell us that she was now going on holiday and suggested that no one else could help.
To be fair things have been ok since we placed our own router on the line, until Thursday 15th October.
·Thursday 15th October internet cut off rang tech support 21:00 and on hold and spoke with tech support until 21:40. They insisted that there was nothing wrong and that I was connected.
·16th October intermittent connection all day and previous evening Phoned tech support at 13:54 they said nothing was wrong and that I was connected
·16th October 15:00 still not connected I reconnected the old Post Office router... but that didn’t work either. Rang Tech support who insisted that I was connected. I insisted that the line should be diagnosed. I was placed on hold for 24 minutes and then told that It had been raised to level 2 support and someone will ring us within 24 hours.
·17th October no call from level 2
·17th October rang tech support @ 21:57 because we didn’t have a broadband connection. Spoke with “Anthony” who tells me that they don’t have any records of me ever calling. We insisted that we speak with a supervisor and asked them why we never received a call back as promised. He told us that it was cancelled (no reason given). We insisted that the Post Office investigate this line problem and eventually he agreed to raise it to level 2... guess what? Yep someone will ring us back within 24 hours.
·18th October came and went no call.
·19th October came and went no call
·In fact we just put up with the constant disconnections for the next few days... but it soon got to us.
·23rd October 18:10 rang tech support spoke with Barry. Stayed on the line trying to convince him that there is a fault on the line. After a forty minute conversation he raised this to level 2 and told us that we will receive a phone call within 24 hours.
·24th October no call!
·25th October intermittent internet connection slow internet speed
·26th October notified Otelo and generated a complaint
·26th October rang tech support because we couldn’t connect to broad band. Spoke with “Mark” at 11.55am and I asked to speak with a supervisor... He placed me on hold and came back on the line and told me that nobody was allowed to speak with me because I made a complaint to “Otelo”. I asked why... he replied “it was against the law” I then asked him was he going to give me technical support and he said no! I pointed out that we are under contract but he refused to offer technical support. This effectively ends our contract.
This call (as with all previous calls) was placed through a conference call (speaker phone style)and two other people witnessed it.
I have kept all correspondence, emails, notes, proof of posting, recorded deliver slips, times and dates.
Because the Post Office have refused to send out an engineer, refused to offer technical support, refused to answer any written correspondence of which I have proof of posting. Therefore, this situation is no longer acceptable. Please supply a MAC code to me with immediate effect.
Furthermore a refund to compensate not only the purchase of a modem, but for the lack of connectivity and slow internet access (much slower than advertised), and for the incredible amount of time spent on the phone trying to resolve this issue. Not to mention the postage cost!
IS THAT BAD! if you're thinking of Post Office Broadband... think again!
