ISP.... service provider???
Discussion
Broadband internet went down at home at the end of Nov '06, a long-winded piss-boiling debacle ensued with my ISP 
- suffice to say that basic checks were repeated ad-nauseum at their request and even though I begged and pleaded, a visit by BT only occured three weeks ago!! Any direct contact with BT proved fruitless, as they stated it had to come via my ISP (ironically my ISP was acquired by BT on the 8th Dec 06).
BT cured the fault and I wrote to my ISP suggesting that a payment holiday or some similar compensation was deemed reasonable on my part, for the total lack of service over a not inconsiderable 12 weeks!
Their Customer Sevice Dept response....
"Unfortunately we are unable to offer compensation for downtime due to an ADSL fault as this is not a guaranteed always on service, many apologies for the inconvenience."
So they don't guarantee 'always on service' - fair enough, however 12 weeks is surely a different matter FFS?!!
ISP = Internet Service Provider??
Next move?.... your thoughts appreciated.
apprentice
- suffice to say that basic checks were repeated ad-nauseum at their request and even though I begged and pleaded, a visit by BT only occured three weeks ago!! Any direct contact with BT proved fruitless, as they stated it had to come via my ISP (ironically my ISP was acquired by BT on the 8th Dec 06). BT cured the fault and I wrote to my ISP suggesting that a payment holiday or some similar compensation was deemed reasonable on my part, for the total lack of service over a not inconsiderable 12 weeks!
Their Customer Sevice Dept response....
"Unfortunately we are unable to offer compensation for downtime due to an ADSL fault as this is not a guaranteed always on service, many apologies for the inconvenience."
So they don't guarantee 'always on service' - fair enough, however 12 weeks is surely a different matter FFS?!!
ISP = Internet Service Provider??
Next move?.... your thoughts appreciated.
apprentice
best they can do is not charge you for the period it was down.
compensation is very difficult as the margins just don't allow for it in the first place, and once you start paying any sort of compensation you may set a horrible precedences to other customers. you may only want £20 comp, the next customer may want £20k in comp. complete can of worms.
compensation is very difficult as the margins just don't allow for it in the first place, and once you start paying any sort of compensation you may set a horrible precedences to other customers. you may only want £20 comp, the next customer may want £20k in comp. complete can of worms.
apprentice said:
If I decide to migrate and change ISP, I seem to recall that a charge is levied? Is this normal pratice?
I've perserved with them for four years and they've had their Plus points, if they won't play ball on a payment holiday, maybe I'll get them to waiver the charge?
I've perserved with them for four years and they've had their Plus points, if they won't play ball on a payment holiday, maybe I'll get them to waiver the charge?
Hmm, if you've been with them for 4 years then they shouldn't charge you for going somewhere else. The usual minimum contract length is 12 months, if you cancel during that time, then I think there is a charge.
nickjm said:
apprentice said:
If I decide to migrate and change ISP, I seem to recall that a charge is levied? Is this normal pratice?
I've perserved with them for four years and they've had their Plus points, if they won't play ball on a payment holiday, maybe I'll get them to waiver the charge?
I've perserved with them for four years and they've had their Plus points, if they won't play ball on a payment holiday, maybe I'll get them to waiver the charge?
Hmm, if you've been with them for 4 years then they shouldn't charge you for going somewhere else. The usual minimum contract length is 12 months, if you cancel during that time, then I think there is a charge.
Cheers Nick, I'll check that out.
looks like pusnet as they are also known 
trot over to www.adslguide.org to get some other ideas, currently paying £40 for maxadsl
speed varies, currently in the 3-4 MB range, but often in the 6-7 MB range, depends on local load i guess ?
SLA not exist unless paying for commercial rates, MAC to move isp is free of charge, 5 working days max delay
but 12 weeks is taking the P, have to admit, would have not sat around for 12 weeks, would have asked for mac and moved, but guess they were cheap ?
trot over to www.adslguide.org to get some other ideas, currently paying £40 for maxadsl
speed varies, currently in the 3-4 MB range, but often in the 6-7 MB range, depends on local load i guess ?
SLA not exist unless paying for commercial rates, MAC to move isp is free of charge, 5 working days max delay
but 12 weeks is taking the P, have to admit, would have not sat around for 12 weeks, would have asked for mac and moved, but guess they were cheap ?
qube_TA said:
Thing is if you had a line fault it wouldn't make any difference which ISP you used as they all go over BT's infrastructure.
BT do not guarantee the service so no other ISP can.
Matthew
BT do not guarantee the service so no other ISP can.
Matthew
That sadly was the problem - no point migrating whilst the fault appeared to lay with BT.
However, now I finally have it up and running, if I dont receive satisfaction, my decision to change will be straightforward.
My phone has been with Orange (no issues) and is up for renewal, so I will look into their phone/broadband combos. Anyone had an experience of their broadband service?
I'm familiar with the ADSL Guide - ta.
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