AOL Service Disruption - BT sezs "Its not us"

housebug

Our broadband service with AOL has been up and down since late summer. They keep insisting we're getting 7-10 K, like we're paying for. BT claim there's nothing wrong with the phone line.

This week, service has been VERY slow and the phone died altogether two days ago. We called BT, they claim to have tested the line and there's nothing wrong with it. This morning, the problem continues, and of course you won't get any customer service with BT at the weekend. My husband is 50th in the queue online with AOL, trying to get some answers.

Anyone else having similar problems? We're wondering if the purchase of AOL UK by Carphone Warehouse and them moving all their freebie net service TalkTalk customers over is causing the problems.

This is so frustrating, with neither supplier willing to take any responsibility. But try not paying the bill.

Browntoa

have you tried removing ALL phones, sky boxes etc from the sockets, removing all the Splitters form all sockets apart from the one you are using for broadband and seeing if it still happens >>
sometimes splitters go faulty

housebug

Yep. Done all that. BT asked us to do that too earlier in the week. Nothing's changed. Arggg! We'd not mind so much but the AOL call centre hamster we're hooked up to seems to be talking to 50 people at once.

Thanks for the suggestion tho!

Browntoa

try plugging the splitter into the main BT socket test socket, you need to remove the bottom panel in the picture and it will be hidden behind, this removes all the internal extension wiring if you have some and test straight onto the BT line

It's not unknown for the "drop wire" from the outside pole to the box to be perished or faulty...it may have been there 20-30 years !!

does NOT always show up on the line test

housebug

Drop line should be brand new. New building here and I watched the guy go up the telephone pole. We're going to try it tho. Will let you know how we make out.

AOL were no help. Why am I not surprised?

housebug

Socket is in an awkward spot. Can't get at it. But its all new stuff. Grrr!

Testing shows we're running a fifth of low end speed (10K sec). Guess I'm going to have to start screaming at BT to get someone out here.