tag:blogger.com,1999:blog-694598996257651817.post273237987434278740..comments2023-10-21T16:47:21.705+01:00Comments on Fibre to the home UK - Fibrevolution: Treating consumers well as we move forwardUnknownnoreply@blogger.comBlogger3125tag:blogger.com,1999:blog-694598996257651817.post-87828128218456116052009-08-03T20:47:27.587+01:002009-08-03T20:47:27.587+01:00thanks for the advice, will do all that. It just m...thanks for the advice, will do all that. It just makes me think that life is too short to be doing all this, we have better things to do..Cyberdoylehttps://www.blogger.com/profile/11305746720871132673noreply@blogger.comtag:blogger.com,1999:blog-694598996257651817.post-46861207939421226612009-08-03T19:43:31.390+01:002009-08-03T19:43:31.390+01:00This is precisely why I wrote the post. Consumers ...This is precisely why I wrote the post. Consumers just meet brick walls. I don't know the answer to your particular problem - the post was a solution to this and all problems for the future.<br /><br />Submit a formal complaint to your ISP, in writing. Get a response from them so you have hard evidence. Record all phone calls with them or stick to snail mail/emails. <br /><br />Submit a complaint to BT, who presumably you get the phone line from. In writing. <br /><br />Then Ofcom says wait 12 weeks. Ho-hum. <br /><br />Only after 12 weeks or a deadlock letter can you use the ADR. Phone the Ofcom advisors, tell them everything and see what they suggest. Point out that complaints system is fing useless for your average consumer who does not want to be without broadband for at least 12 weeks.<br /><br />Point out to ISP that your father will not be paying for the service until it works again as they stand to be in breach of contract. Cancel direct debit. Connect him through the community network, which does work. <br /><br />Twitter is not the place to be doing all this. Use pen and paper and emails so everything is in writing and using mechanisms that these people should understand.Cybersavvy UKhttps://www.blogger.com/profile/17479039813782184878noreply@blogger.comtag:blogger.com,1999:blog-694598996257651817.post-85530406750173805852009-08-03T19:12:30.952+01:002009-08-03T19:12:30.952+01:00my dad's problem is a bit different. It starte...my dad's problem is a bit different. It started a month ago, up to then his connection worked quite well, and he even went over his allowance as my brother and his family visited and used a lot of bandwidth while they were there. At first we thought he had been capped or throttled, but our ISP checked and said he hadn't. The ISP got us to replace the router, remove the phones from the line and tested it all out. Dad has a new installation of phone line, and all is modern and new. He has a new PC, my brother sorted it all for him, and it was working great. <br />So we have fast PC.<br />New Router.<br />Good ISP who checked it all out.<br />Good home installation.<br />No phones/faxes or anything else on the line.<br />ISP called out the BT engineer, as the line was crackly, and then the broadband died altogether. Before the engineer arrived even the phone had gone off. We reported the phone line fault and the engineer came and said there was a line fault 440 metres away from the property. He switched dad on to two new pairs in the cable and got the phone back on. The broadband was back but tests showed instead of the usual 1Mbps dad was only getting 0.1Mbps.<br />He tried to download 'top gear' on Iplayer. it took 3 days.<br />We spoke to the ISP again who sells for BT wholesale. They had come up against a brick wall, as BT wholesale said there was a problem with the physical phone line and not with their supply to our ISP.<br />The ISP has asked Bt wholesale to sort it with BT but still nothing happens. Last week the phone went off again. They said it was a 'fault in the exchange' and fixed it, but now there is no broadband at all. BT refuse to fix it because the phone is still working.<br />Dunno what to do only keep tweeting about it... can't make any sense of the ofcom site, as don't know who to blame. The ISP says if we call an engineer out we will get charged because the phone works. Our ISP doesn't seem to be able to get BT wholesale to sort it out. Who should be sorting this out?Cyberdoylehttps://www.blogger.com/profile/11305746720871132673noreply@blogger.com