Goodbye O2.............

yangptangkipperbang

..................what a completely useless bunch you are.............

For the last 10 months I have been trying to get O2 to sort out my broadband. I have phoned umpteen times, I have sent emails, have sent graphs of how my connection is NOT working, I even wrote to the CEO - no answer of course !

Yesterday I phoned and asked for a MAC, I was then asked why I was thinking of leaving. I very politely gave the lady a VERY brief history of my problems, up to my last contact with O2, when they said they would call me back "this evening" - that was on AUG 3rd !! As usual with O2, I am still waiting for the call back.
The lady asked me to wait while she checked my account details - she then informed me that the last fault entry was a notification that my problem had been fixed - on DEC 11th - LAST YEAR :mad::mad:

I then insisted on a MAC - which she wouldn't give me. My wife has the account in her name; even though I knew the password she would only give a MAC to my wife.
Fair enough, you might say - but when my wife rang, she couldn't remember her password (I wasn't there at the time) - so the lady initiated the production of a MAC anyway !!! The MAC arrived by text and email 30 mins later - amazing response by O2: it's a shame you only get that sort of speedy response when you are leaving them.........................

NiftyDigits

I've never had a 'no response' from the CEO's office. Perhaps your email went astray.

getoffgrid

Who have you switched to, and why?

chanz4

not had an issue with 02

yangptangkipperbang

NiftyDigits wrote: »

I've never had a 'no response' from the CEO's office. Perhaps your email went astray.

I wasn't an email, it was a recorded delivery letter - which was "signed for" at O2.

chanz4 wrote: »

not had an issue with 02

I had 3 years perfect service from them - until Nov last year................then................

getoffgrid wrote: »

Who have you switched to, and why?

I'm going to give BT Infinity a try - just been informed that it is up and running in my locale - fingers crossed They are saying that I will get 65mbs - I had a long "chat" on line with BT - and have that figure in writing numerous times in response to my very carefully worded questions in my copy of what was said.
TBH I am not expecting exactly that - but it has to be better than the 0.172mbs I was getting from O2 the other night; it was so slow I couldn't even use O2's speedtester - it wouldn't download ...........

chanz4

yangptangkipperbang wrote: »

I wasn't an email, it was a recorded delivery letter - which was "signed for" at O2.



I had 3 years perfect service from them - until Nov last year................then................


I'm going to give BT Infinity a try - just been informed that it is up and running in my locale - fingers crossed They are saying that I will get 65mbs - I had a long "chat" on line with BT - and have that figure in writing numerous times in response to my very carefully worded questions in my copy of what was said.
TBH I am not expecting exactly that - but it has to be better than the 0.172mbs I was getting from O2 the other night; it was so slow I couldn't even use O2's speedtester - it wouldn't download ...........

I used to work for bt's broadband / field IT. its not true fibre

yangptangkipperbang

chanz4 wrote: »

I used to work for bt's broadband / field IT. its not true fibre

Don't understand your post.

Generally, BT Infinity 2 is Fibre To The Cabinet (FTTC) then twisted pair to the premises. In a very few places (mainly new build) it is Fibre To The Premises (FTTP).

It is "true" fibre from the exchange in each case.............

BT are quoting me at 65mbs, which places me about 200m from my local cabinet - which is about right.

UPDATE
My auto speed checker has recorded my O2 download "speed" at 20:36 this evening as being a blistering 0.125mbs - with 25% packet loss - and O2 say I don't have a problem !!

NiftyDigits

yangptangkipperbang wrote: »

I wasn't an email, it was a recorded delivery letter - which was "signed for" at O2.



I had 3 years perfect service from them - until Nov last year................then................


I'm going to give BT Infinity a try - just been informed that it is up and running in my locale - fingers crossed They are saying that I will get 65mbs - I had a long "chat" on line with BT - and have that figure in writing numerous times in response to my very carefully worded questions in my copy of what was said.
TBH I am not expecting exactly that - but it has to be better than the 0.172mbs I was getting from O2 the other night; it was so slow I couldn't even use O2's speedtester - it wouldn't download ...........

You should have sent an email. I had someone from the Executive Office call me within a day or two.

brewerdave

yangptangkipperbang wrote: »

Don't understand your post.

Generally, BT Infinity 2 is Fibre To The Cabinet (FTTC) then twisted pair to the premises. In a very few places (mainly new build) it is Fibre To The Premises (FTTP).

It is "true" fibre from the exchange in each case.............

BT are quoting me at 65mbs, which places me about 200m from my local cabinet - which is about right.

UPDATE
My auto speed checker has recorded my O2 download "speed" at 20:36 this evening as being a blistering 0.125mbs - with 25% packet loss - and O2 say I don't have a problem !!

.....but if the problem is with the line from the cab to your house ..or with your own wiring...then fibre will not work either!

yangptangkipperbang

brewerdave wrote: »

.....but if the problem is with the line from the cab to your house ..or with your own wiring...then fibre will not work either!

There is nothing wrong with any of the "conventional" wiring both inside and outside of my house ! If there was a wiring fault my problem would be consistent, it is not - my problem is time-of-day/day of the week related.

Until Nov last year I was receiving a consistent download of about 12+ mbs (on a 16mbs package). I sang O2's praises to the heavens......... Then O2 suffered (I suffered ?) 3 outages inside 2 weeks, since then my service has been highly erratic. At times, usually in the middle of the night, I get reasonable (but not as good as they used to be) speeds; MOST evenings it becomes so slow it is often unusable.
Even when the speed tester shows a speed of say 4mbs, there are drops during the duration of the test to zero. If I am listening to the radio this causes "insufficient bandwidth" to appear on the screen and I have to manually reset the BBC player to recover the programme. If I am watching video, it comes to a halt while it buffers in a minute amount of information - plays for a few seconds and then stops again.

I have some telecomms experience - to me this is a clear case of congestion. "Samknows" has agreed with my diagnosis. It may well be that some O2 (LLU) hardware is still "down" causing a bottleneck in the exchange - I don't know, but it would be nice if O2 at least appeared to be doing some investigation themselves. O2 flatly deny there is a congestion problem - now they are even appearing to deny that I have actually reported a problem to them since Dec last year.


I ran my automated tester two days ago for a 24 hr period. The result is shown below. Self explanatory ? In the middle of the night it is reasonable - in the evening awful ! Compare, not only download speed but all the other parameters - packet loss, jitter.





For comparison, this is what my line used to be capable of - EVERY day and VERY occasionally still is:-

yangptangkipperbang

Just to add insult to injury I have now started getting spam on my unique O2 email address !!!