ukonline is rubbish

weedee

i thought i had posted earlier but i must have made a mistake as i cant find it
i have been with ukonline since30th april and the line drops EVERY 5 MINUTES you could set your watch by it.
they have billed me from 25th april even though they did not send the modem until the 28th. i have e-mailed tech support phoned their 0845 no. and e-mailed customer care the latters last e-mail was at 12.55 on 4th may. nothing since. [line has dropped] part of an e-mail 'Emma' sent me said ''The Ukonline service is also a consumer product,this means that the service does not come with a Service Level Agreement,and as such we do not have to fix your fault in a certain amount of time
so much for customer care
having read so much praise for this service i had to let you know my experience.
i e-mailed Emma today and hopefully they will sort this out tomorrow or cancel the agreement
i will post this once i have connected AGAIN.i'm a very slow typist

Brilliant site,Martin .I tell everyone about it

sco0ter

You posted it here

http://forums.moneysavingexpert.com/showthread.html?t=43533&page=2&pp=10

My reply stays the same

Have you tried checking your line filters?. Do you have a SKY box plugged in? there could be many reasons for the line to drop out that would not be UKOnline fault. Why dont you PHONE tech support and get them to run through your settings with them?

Also... Your dial up settings could be effecting your broadband. Make sure you have set the broadband connection as the default internet connection and turned off auto-reconnect on your V21 dial up account.

From my experience they will only contact you once they have exausted all of the checks at thier end and know it is definately at yours. As I already said PHONE tech support and tell them what is happening and that you also have a dial up connection and get them to run through all setups with you. Also check you have a filter on every used phone socket in your home (Including sky box) and that these are ok.

weedee

i dont have a skye box. broadband is default. itried putting the other filter on the main socket box but broadband will not dial up at all.i've checked e-mail and nothing from ukonline.i've alretech support and customer care said that an engineer would get in touch with me. .auto reconnect is not checked on V21 but obviously it is on broadband.i know it is probably some silly thing but surely ukonline should know these things.,but thank you for replying so quickly.i'll reconnect and post this. i'm going out now so will be in touch again around teatime

sco0ter

there has to be a filter on every active socket for broadband to work correctly.

Also are you on thier own LLU or still btline??. LLU costs £9.99 for 512 Kb

weedee

have just had a phone call from a lovely guy called steve from tech support and we have both confirmed that my phone line is clear which it hasn't been so he is phoning back in 30 mins. to check if conne[connection has just dropped] is still dropping i will ask him about filters on each box .he said that line has been checked ,and should be fine and said for me to phone BT.i told him i'd posted to Martin's site and he has never heard of it so when he phones back i'll tell him[connection has dropped] moreabout it better post this now before it drops again

weedee

hello i'm back again.BT have checked my line it's fine.phoned tech support .was told to disconnect both phones leaving only extension to computer with filter on the end .it still drops.was then told it might be that my extension is too long. and to get BT to install another sicket or to buy the router .which is £70.was also suggested that i move computer to main socket to test if it is extension cable but this would mean i'd have to carry computer downstairs.i've been trying to find if there are cheaper routers but as i dont know one from the other i wouldn't know which one to buy.tech guy is getting engineer to check again and they will phone back,but i think the router is the best option so i'll need to find out about routers i'm sure there is something on this site .in the meantime i'll wait 'til the engineer phones me and i'll get back to you

sco0ter

Did you ever get this sorted???

bobobrussel

Try looking at this to see if it helps
http://www.wired.com/news/print/0,1294,63705,00.html and also this from Netgear's website http://forum1.netgear.com/support/viewtopic.php?t=692

weedee

i have got it fixed ,but thank you

weedee

gotit fixed at last i dont know how it happened but it suddenly started working.at first my cordless phone reception was terrible but after an hour or so cleared .at least i dont need to buy a router..dont know who fixed it .BT or an engineer at ukonline
thank you for listening to my rantings.have contacted customer care as they have billed me from 25th april.
so everything fine apart from my AVG wont connect to this modem to get updates but i'll work that out thanks again

dreamr

weedee wrote:

gotit fixed at last i dont know how it happened but it suddenly started working.at first my cordless phone reception was terrible but after an hour or so cleared .at least i dont need to buy a router..dont know who fixed it .BT or an engineer at ukonline
thank you for listening to my rantings.have contacted customer care as they have billed me from 25th april.
so everything fine apart from my AVG wont connect to this modem to get updates but i'll work that out thanks again

Damn, your one of the lucky ones.
Glad to hear you have got your connection fixed.

If you don't mind me directing to the following:
http://www.thedvdforums.com/forums/showthread.php?t=367602
And sparing 10 minutes of your life to answer some of the questions in the following thread.

Thanks, you may need to register to view it.