Broadband customer service

sandx

We are going to change broadband ADSL suppliers. We're currently with TalkTalk but have had enough of poor customer service and intermittent line faults. And there's no cable in our area. Our main reason for switching would be better customer service and a remote hope that the intermittent line fault would go away (unlikely).

Please could anyone out there advise me the following?

1. Who supplies your broadband?
2. Is your customer service based in the UK (or abroad)?
3. How do you rate them? Excellent/Ok/Terrible.

Many thanks

penrhyn

Changing ISPs will do nothing to fix your intermittent line fault, whoever is your ISP its down to BT Openreach to sort out your line, up to the master socket that is. And not if you are using wireless either.
FWIW I'm on Sky, support is mostly UK, and is better than it used to be. Only go for the LLU product if offered Sky Connect run!

sandx

penrhyn wrote: »

Changing ISPs will do nothing to fix your intermittent line fault, whoever is your ISP its down to BT Openreach to sort out your line, up to the master socket that is. And not if you are using wireless either.
FWIW I'm on Sky, support is mostly UK, and is better than it used to be. Only go for the LLU product if offered Sky Connect run!

Yes but it takes weeks sometimes months to get hold of TT cust services and then for them to log a fault with BT openreach. By then the fault has resolved itself .... until the next time.

JJ_Egan

Look for an ISP with an active users forum where the tech support /customer r services guys actually get involved .

My last swop was based on just that however the march of the big boys resulted in .
ISP Brilliant Freedom 2 Surf bought by Pipex went downhill . Bought by Tiscali usual poor Tiscali customer services . Bought by Talk Talk and to be fair i am getting the same service and never had to access tech support . I do see a fair number of complaints but is that just a drop in the ocean as they and BT are holding the majority of accounts .

jje

duchy

Your IP should be liasing with OpenReach to get the line issue resolved.

If you go to Sky they will take you through a physical set up check (make sure it isn't a dodgy filter or knackered master socket etc causing the problem) and then escalate it to tier 3 support. Most issues that need to go to Open Reach for follow up with physical work are resolved within a few days at most-if it's simple resetting at the exchange then less time . They have UK call centre staff on till 11pm ................and I could tell you the BB tech staff are fabulous-but I'd be biased as I'm one of them (However I do have my own BB with Sky and I wouldn't do that if I felt I'd get a better service elsewhere)

sandx

We've done those checks several times. Even changed the wireless router twice. We've had faults logged with BTOpenReach for them to throw it back at TT saying the client need to do more checks. Short of switching everything off, plugging router in the test socket and changing all the filters & cables, what else are we supposed to do?? Then TT ask us to agree to charges if BT come and find nothing but then the fault disappears after 7-10 days. Our neighbours don't have any problems, just us. And we can't call BT Open Reach directly can we?

macman

TT will always read you the mantra about having to pay the call out charge if the fault is on your side of the master socket. If you've done all the tests and ruled that out, what have you got to worry about?

sandx

macman wrote: »

If you've done all the tests and ruled that out, what have you got to worry about?

I might be wrong here but I'm not sure how BT Openreach can locate a fault if the fault has mysteriously disappeared a day or so before he turns up?

So wouldn't we get charged if BT Openreach can't find anything wrong?

penrhyn

They could use an TDR (Time domain reflectometer) to see if there are any high impedence problems. on your line .

sandx

Thought I'd bring this post to a close with any update.

We switched to PlusNet from TalkTalk this month on a 40MB fibre optic broadband package and are getting speeds of 37MB.

We are now very very happy together