Beware !! of AOL

steveowen100

Ive got of the phone to AOL's Complaint manager following my third complaint to ISPA.

Ive had a long dispute with AOL regarding my line speed because ive disputed the fact i cannot upgrade to platinum, im currently on silver and apparently my line can only hold upto 2mb say AOL, dont think so !! my router is connecting at just over 4mb, but im only getting 1mb download speed.

Following my second complaint i had a letter from AOL saying they would upgrade my line to ASDL MAX and i could then upgrade my speed.

I contact AOL and speak to tech services and tell them my line has been upgraded to ASDL max and can i have platinum speed, i also remind them that they offered me this at £9.99, after being put on hold im told "sorry your line can only hold 2mb"

I email AOL with all my router specs showing my connection speed of over 4mb im also close to the exhange only 1.8km.... "sorry sir !!! " is the answer
"our tecnical dept shows your line cannot exceed 2mb"

Another email to ISPA and within 24 hrs im contacted by a complants manager
he tells me .... get this !! because i was given a deal on silver £9.99 my line has had a permanant cap of 1mb put on it and my line could!!! reach its full connections speed of 4mb plus but my line would have to be regraded by request to BT ......1mb cap .... bstards..... The cap has now been removed and apparently they are looking into regrading my line to allow platinum .....


BEWARE

maveli

Did you check on an independant web site to see what speed your line can support ?

I am in a similar position. My line can only support 2 MB speed. I checked this with different sites and all says it can only support 2MB eventhough all these site says my next door neighbour's line can support upto 4MB. I was earlier with MAAF who said my line can go only upto 2MB and now with AOL who also say the same. So I think it is upto BT and not the ISP who decides the speed.

steveowen100

Hi Maveli

After speaking to AOL's complaints manager at length on the phone yesterday some of my suspicions were confirmed.

1. A 1mb cap had been put on my 2mb service, this was not down to over use (see their fair usage policy) but down to the fact that i am only paying £9.99 for silver, he admited this should'nt have been done and lifted it immidiately, hey presto my speed doubled and i am now getting the speed i am paying for.

2. After complaing, previous to the above i recieved a letter from AOL Stating they would upgrade my line to ASDL max, following this my router started connected at about 4mb, this contradicted the 2mb download speeds i was being told was my maximum.

3. following my upgrade to ASDL max i was told my line could still only take 2mb speeds, i didnt believe them because i live only 1.8km to the exchange, i complained to ISPA and then AOL'S complaints manager contacted me yesterday and confirmed yes my line could actually hold more than 2mb, he had my router stats in front of him and confirmed my router was connecting to the exchange at about 4mb, so 4mb downloads were possible hence i could upgrade to platinum, only when i told him i had been offered this at £9.99 he seemed reluctant saying that he would have to contact BT to regrade my line and basically give a good reason to do this..... he esentialy said that when i took the silver service my line was graded accordingly and that is why it was showing that my line could hold a maximum speed of 2mb, he said to leave it with him and he would think of a "GOOD REASON??" to tell BT as to why my line should be regraded.....

4. basicaly my line has been upgraded to ASDL max my router is connecting at 4mb+ but this is limited to 2mb due to the grading of my line, once it is regraded (apparently) i should get my full download speed of 4mb +.....

!!!!!!!! or not ... you decide..... but check your router stats!!!!!