AOL trouble (merged)

tubster

AOL recently changed servers at the exchange; I am on the old silver package for a tenner, which was1 mbps bandwidth, which was upgraded for free to 2mbps bandwidth. Since the shift to the new access address
it is consistently down to under 1 mbps.
I refuse to install the aol software, so can't use their online help. I have called a couple of times and both times have had to go through the same daft checks and then I had the phone put down on me after being on hold for 40 minutes by 'level 2'. I've emailed, but get a standard email back suggesting inappropriate stuff. I'm pretty sure they just need to give me more bandwidth allowance.
Anyone know how how to get through to aol customer services directly to sort this out? Dealing with the call centre feels like being in an episode of the prisoner. I thought aol were supposed to have good customer service?

Thomas99

tubster wrote: »

I thought aol were supposed to have good customer service?

It did have, until Carphone Warehouse took over.

lottyxx

tubster wrote: »

AOL recently changed servers at the exchange; I am on the old silver package for a tenner, which was1 mbps bandwidth, which was upgraded for free to 2mbps bandwidth. Since the shift to the new access address
it is consistently down to under 1 mbps.
I refuse to install the aol software, so can't use their online help. I have called a couple of times and both times have had to go through the same daft checks and then I had the phone put down on me after being on hold for 40 minutes by 'level 2'. I've emailed, but get a standard email back suggesting inappropriate stuff. I'm pretty sure they just need to give me more bandwidth allowance.
Anyone know how how to get through to aol customer services directly to sort this out? Dealing with the call centre feels like being in an episode of the prisoner. I thought aol were supposed to have good customer service?

i have been with aol since 2003 ,fine at the beginning but just the last 6 months been really bad ,i never get 1mbps usually about 0.5mbps.i am in the process of moving to sky.i have had enough of aol blaming my pc or the phone line etc.

tubster

Thanks Lotty, of course it could be their rubbish server, I didn't consider that. I'm thinking about going over to talk talk - but I suppose I would get the same service as it is run by the same company now? Can any talk talk users tell me if they log on to dialbb.com?

espresso

tubster wrote: »

Can any talk talk users tell me if they log on to dialbb.com?

I think that you will find that means that you have been switched onto the CPW network. See what is actually available at your exchange here.

tubster

Thanks Espresso, what a great site. It says:
ccording to BT Wholesale, your phone line should be able to support a 6.5Mbps or greater ADSL connection via ADSL Max.

Standard ADSL RAG results:
You can receive 2Mbps ADSL You can receive 1Mbps ADSL You can receive 512Kbps ADSL You can receive 256Kbps ADSL
Would this mean that my bandwidth has been set correctly at AOL's end? If so the bad speed could just be down to sharing the LLU I guess...

espresso

Yes but which LLU operators are on your exchange?

tubster

Here's the list, looks like aol and talk talk might be seperate?

Congratulations, you are in a broadband enabled area.
However, there is another service on your phone line (e.g. ADSL, LLU, DACS, etc) that would prevent you from ordering a new ADSL connection.

The following services are available in your location:

BT Wholesale ADSL BT Wholesale ADSL Max BT Wholesale SDSL AOL LLU O2 / Be LLU Bulldog LLU TalkTalk (CPW) LLU Sky Broadband / Easynet LLU Tiscali LLU Virgin Media (Cable)

elektra

Sorry to OP for hijacking thread but I'm also interested what max speed I can expect as I'm also on AOL silver 9.99 package

The following services are available in MY location:


BT Wholesale ADSLBT Wholesale ADSL MaxBT Wholesale SDSLAOL LLUO2 / Be LLUBulldog LLUTalkTalk (CPW) LLUSky Broadband / Easynet LLUTiscali LLU
According to BT Wholesale, your phone line should be able to support a 1Mbps or greater ADSL connection via ADSL Max.

Standard ADSL RAG results:
You cannot receive 2Mbps ADSL You cannot receive 1Mbps ADSLYou can receive 512Kbps ADSLYou can receive 256Kbps ADSL
You are approximately 2.29km from the exchange (straight line distance).




Just tested speed Speed Down468.30 Kbps ( 0.5 Mbps )Speed Up233.97 Kbps ( 0.2 Mbps )

So I'm assuming from above I can expect no better at the moment ?

tubster

Hi Electra

yeah, it looks like you need to ask them (aol) to increase your bandwidth; it should certainly be 1mbps, and probably 2mbps for silver. Ask to go directly to level 2 for a line check; and let me know how you get on.
Tubster

walmergreen

Hi ThereThis was exactly my problem as I also have the Silver package £9.99