Advice sought - Problem with broadband speed changes -

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  • pewe
    pewe Posts: 47 Forumite
    iniltous wrote: »
    A retired BT technician was telling me about the trials and tribulations of investigating broadband problems with particular service providers, reduced speeds being an issue, often he would visit an end user who would complain they used to get 'X' speed but now only get 'Y', he would go to the exchange and disconnect the line from the ISP 's broadband equipment , and sync the ISP's equipment using his tester , he would expect the line to sync at a much better rate, as the line length is now effectively zero, but mostly it would sync at the 'Y' rate...he would call the SP , to get them to reset the line profile, and they would say that the line was stable at 'Y' and that was the rate their customer was going to get, so no DLM moving the line rate up, even if the line quality improved , it was fixed at this lower (stable) rate, this lower rate of course would benefit the ISP as far as managing bandwidth
    Do these providers still advertise 'they will provide the fastest speed your line can handle' ? or do you get a 'stable' rate
    0.5 Mb pinched from a line syncing at 15Mb isn't noticeable, but pinched from a line that could sync at 1.5Mb is
    Is it a co-incidence that your issue happened at the same time your neighbour joins your ISP ?

    That is a classic example of how suppliers get around offering the best customer service for their own benefit.

    I wonder if there may be a way to get an engineer to 'anonymously' check our lines at the cabinet:shocked::shocked:
  • Rubidium
    Rubidium Posts: 663
    First Post
    Forumite
    pewe wrote: »
    That is a classic example of how suppliers get around offering the best customer service for their own benefit.

    I wonder if there may be a way to get an engineer to 'anonymously' check our lines at the cabinet:shocked::shocked:

    Why don't you simply leave this bunch of jokers and switch to a proper ISP?
  • pewe
    pewe Posts: 47 Forumite
    Rubidium wrote: »
    Why don't you simply leave this bunch of jokers and switch to a proper ISP?

    It is a valid question.
    One answer is to do with a service that they offer which no one else does. Their Talk2Go app.

    This app saves a member of the family over £50 per month in call costs.
    Currently there is only one other provider (BT) who offers a similar app - but the way the BT app is registered it cannot be used by our family member who lives abroad.

    Of course there is the other consideration - most ISP's have their issues/problems, and often one can simply jump out of the frying pan into the fire.
    Our next door neighbour, for example, left BT because he was unhappy with their service, and he has ended up with a service from TalkTalk which will be no better - but at a much lower speed.
  • pewe wrote: »
    Our next door neighbour, for example, left BT because he was unhappy with their service, and he has ended up with a service from TalkTalk which will be no better - but at a much lower speed.

    TalkTalk were even lower than BT in the MSE 2015 survey (couldn't see the 2016 survey on a quick search) so not a big surprise.
    http://www.moneysavingexpert.com/news/broadband/2015/06/plusnet-tops-the-customer-service-tables-again-while-aol-and-ee-take-the-wooden-spoon
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