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Just wondering if anyone know the sort of reliability I should expect and/or if there are any levels of service an ISP has to provide. Have been getting random, infrequent but brief disconnects over the last year but lately they have become more frequent and a couple of nights ago it was down for 2 hours. I'm with Vodafone. After explaining to customer service over many calls that it happens with both their router and my own (Archer V600), while plugged in to the test socket and monitored over a wired connection to my PC, I finally got them to raise it to their "Tech 2" team. Response: they tried to leave a text message on my land line and closed the case. Customer service now say there is nothing they can do. So obviously I'm a bit pissed off with all this. Do these disconnects and their failure to investigate mean that they are not providing the promised service or am I stuck with it due to some lenient definition of "reasonable" reliability? I know I could change providers but since they (almost) all use the same OpenReach network it could be a load of hassle and expense to get the same answer from a new ISP. |
Fibre Broadband reliability
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THFourteen 54,987 posts
Seen 18 hours ago
Registered 16 years agoVirgin fibre been great for me, have had a few issues over the four years I’ve been with them but in general been sorted out quickly enough. The one incident took a week was when I was throtttled to 40mbps (paying for 100) but they needed to fix something at the exchange and all was fine after that.
No disconnects or anything like that. -
Sadly, Virgin isn't an option or I would have binned the BT/Openreach shambles years ago. -
Decks 31,014 posts
Seen 4 hours ago
Registered 6 years agoThey should be fixing that, raise a complaint. -
Yeah what's user Decks says, that's shit service. Just harass them until they fix it.
Only ever had one issue with my line pre fibre when I had service with sky and after doing all the tests (over course of maybe a week) they eventually sent out an openreach engineer to test the line.
Turns out openreach had disrupted the line while installing fibre down the road. It was fixed within the next hour. I migrated to fibre after that with plusnet.
Rock solid ever since. -
Tonka 31,980 posts
Seen 18 hours ago
Registered 18 years agoI was about to say it's probably the router. But since you covered that it's all on them.
Apart from some big breaks (that were advertised on the ISP website) I haven't had any crap wth my fiber in the three years since it was installed.
The time before that though... oh my goodness what a nightmare. I hope I never have to deal with landline internet again. -
Will raise a complaint today but worried they will just come back with the usual legal bobbins about how they only guarantee 90% availability or something.
Was hoping there was an industry standard I could quote at them but the Ofcom site hasn't been particularly helpful so far. -
Dougs 100,414 posts
Seen 4 hours ago
Registered 18 years agoWorth checking your in house wiring too. I've got my router hooked up to a slightly dodgy extension from the main socket. It's usually fine but if the cats or kids have been fucking about with it, it gets a bit temperamental. I'd replace it, but it's fed underneath the floorboards and fuck that. -
DamoVotf 1,465 posts
Seen 1 year ago
Registered 15 years agoI been having similar issues on Sky last few weeks, router needs to rebooted once a day. Since I signed up to a new 1y contract to replace their last shitty router Im a bit pissed off. -
Dougs 100,414 posts
Seen 4 hours ago
Registered 18 years agoHa, is that the new Sky Q router? I assumed it would be rubbish, so haven't bothered kicking up a fuss about getting it for free. -
THFourteen 54,987 posts
Seen 18 hours ago
Registered 16 years agoDamoVotf wrote:
OMG
I been having similar issues on Sky last few weeks, router needs to rebooted once a day. Since I signed up to a new 1y contract to replace their last shitty router Im a bit pissed off.
there are still routers that need rebooting once a day!?? -
DamoVotf 1,465 posts
Seen 1 year ago
Registered 15 years agoNope I think its the old router. They just sent me out. I have no idea whats going connection just drops and I have to reboot it to get it working.
I figure at this point its better to waste 5 mins doing that than talking to cretins on the sky helpline. -
neilka 24,025 posts
Seen 55 minutes ago
Registered 16 years agoIn case you want to get particularly angry today, the story of how the UK nearly had full fibre installed to every home in the 90s:
http://www.techradar.com/news/world-of-tech/how-the-uk-lost-the-broadband-race-in-1990-1224784 -
After many more phone calls they finally agreed to send a BT engineer round.
Just left and he found my master socket PCB had a fair bit of corrosion. Hopefully that will be the last of it but my god it was an uphill battle getting anyone to accept something was wrong. -
Shitty fight but hopefully it's worth it now it's sorted. -
neilka wrote:
Fucking Thatcher. Never not a total shambles.
In case you want to get particularly angry today, the story of how the UK nearly had full fibre installed to every home in the 90s:
http://www.techradar.com/news/world-of-tech/how-the-uk-lost-the-broadband-race-in-1990-1224784 -
docrob 1,795 posts
Seen 2 days ago
Registered 13 years agoMr_Sleep wrote:
One more reason to hate her. I was sorely disappointed that they cremated her, because I had a long-standing commitment to a pilgrimage to dance on her grave.
neilka wrote:
Fucking Thatcher. Never not a total shambles.
In case you want to get particularly angry today, the story of how the UK nearly had full fibre installed to every home in the 90s:
http://www.techradar.com/news/world-of-tech/how-the-uk-lost-the-broadband-race-in-1990-1224784 -
Thorbz 238 posts
Seen 13 hours ago
Registered 14 years agoI bumped into a friend I hadn't seen for 30 years, who is now a BT Openreach engineer, and he admitted that he uses Virginmedia. -
IMO 7,883 posts
Seen 21 hours ago
Registered 17 years agoMr_Sleep wrote:
Was this were we sold all our fibre tech to South Korea and Japan instead of installing it ourselves?
neilka wrote:
Fucking Thatcher. Never not a total shambles.
In case you want to get particularly angry today, the story of how the UK nearly had full fibre installed to every home in the 90s:
http://www.techradar.com/news/world-of-tech/how-the-uk-lost-the-broadband-race-in-1990-1224784 -
mal 29,326 posts
Seen 4 years ago
Registered 20 years agoI'm on TalkTalk (yeah, my own fault) and there have been periods where the sync goes down for up to an hour or so up to twice a day, but that hasn't happened for a bit over a month now, and before that is was about six months since it happened. Pretty much happened since we went to VDSL which I guess coincided with fibre-to-tha-cabinet. -
I live opposite an exchange, not got fibre - I have a good connection to be fair, my upload is what lets it down.
Luckily I'm not 14 so I don't care! -
Quick update on this fast moving, exciting story!
Random disconnects have continued as before with no end in sight.
Ended up switching to BT as I thought they might have better relations with Openreach. If nothing else I hoped their tech teams might have better training. Nope.
Three engineer visits later, with them all performing exactly the same tests, I am no further along. In fact I may be worse off; because it has been so hard for anyone to track the problem they are now quoting Openreach standards and saying it is within acceptable limits.
New paragraph for this as it is important information. The standard is "up to four disconnects a day". They would view that as an acceptable service.
So what have I learned from this whole endeavour? Customers have no right to a reliable service and, due to BT's monopoly, we also have no real choice of provider if Virgin is not available. Welcome to the 21st century!
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