[alex]

Originally Posted by thwapy

Just spend nearly an hour being told complete lies by AOL.

Can they really check my speed at their end?

I think thats rubbish, then the fourth guy was adamant that it was my computer. The last guy realised that I did know a bit and said it was a fault with BT line. Rubbish again, he finally told me I'd be getting 2mb/s within 48 hours. Its a miracle !!!

Doubt that I'll get it in 48 hours............... and the process will start over !

Firstly, it's a pointer that they tell you one thing until you disprove it with knowing some stuff, and then they tell you something else. If thats not an indicator.....

Secondly, yes, they can check the speed at your end to confirm a good, noise free connection. I've just rang them as a prospective customer and asked the question. So that's that answered.

Regarding the speed, it might be worth telling them you'll cancel your direct debit unless they can provide a suitable speed of upload/download inline with what a usual 2mb connection should be (Suggestions Wolfie?). Bottom line: They're offering a service for payment but if they're not fulfilling their end of the deal it's grounds for a contract termination in my book.

A colleague of mine at work had a similar problem with Talk Talk, I emailed them, twice, on her behalf. Rather...err....grumpy ones. She's now with Virgin without incurring any charges.

At the end of the day fella, you're the customer. They'll try to blag you with bull to see if they can get away with it, and like the Wolf says, AOL are known for it. So don't take it, if you're unhappy ask to speak to someone in charge. When they say they are a manager or there's no-one available don't accept it. Simple as.

[Wolfeymole]

I would consult the Trades Descriptions Act 1968 with relevance to their download speed Thwapy.

I pay for a 4mb connection but mostly get 3.8mbps which I can live with.
This ratio on this is acceptable unlike yours which is only a quarter of what you should be getting.

[Hybr!d]

The speed you get is governed by your phone line quality and distance from an exchange.

AOL have no control over this.

All the ISPs sell their product as UPTO.

So 8MB service in the small print is UPTO 8MB.

They then set you up and let your phone line dictate what speed you get.

Like it or lump it, its all in their small print unfortunately.

If you want true speeds and future proof technology go with cable, I am and I'm getting 20MB in a few weeks.

ADSL will never get this fast as phone lines cant handle that speed and BT are not going to run new cables across the UK anytime soon.

[alex]

Originally Posted by Dave Hybrid

The speed you get is governed by your phone line quality and distance from an exchange.

AOL have no control over this.

All the ISPs sell their product as UPTO.

So 8MB service in the small print is UPTO 8MB.

They then set you up and let your phone line dictate what speed you get.

Like it or lump it, its all in their small print unfortunately.

If you want true speeds and future proof technology go with cable, I am and I'm getting 20MB in a few weeks.

ADSL will never get this fast as phone lines cant handle that speed and BT are not going to run new cables across the UK anytime soon.

All fair points. Me? I'd still argue the point about whats "Reasonably acceptable"

[Wolfeymole]

After working for the YEB (Yorkshire Electricity Board) for nearly 15 years in my youth, I'd like to make a comment about the depth that cable/piping is laid.

Electricity cables rated at 240v were usually 18" unlike 11kv at 2 foot or 33kv at 6 foot.
Gas was above at about 10"
BT ducting was about 6" down and Cable was just under the tarmac.
Guess what happens to the red hot 20mb connection when the waterboard get there to lay a new service.

The best option is to get Satelite broadband but then a dirty great Crow will shit on the LNB and we see bugger all.

A rock and a hard place really.

Wolfey muses.

[Hybr!d]

I'm not saying Alex that a case shouldn't be argued.

They are deceiving their customers that's for sure.

My point is the ISP cannot change anything, there is no magic switch to make you 8MB.

The only solution is to move away from ADSL.

[thwapy]

Originally Posted by Dave Hybrid

I'm not saying Alex that a case shouldn't be argued.

They are deceiving their customers that's for sure.

My point is the ISP cannot change anything, there is no magic switch to make you 8MB.

The only solution is to move away from ADSL.

In between being on hold and getting really pee'd off last night, I crawled around different threads on various websites and it looks as though this happens a lot. Imagine how may people who are out there and who don't know how to check their speed!?

Eventually last night I got through to someone who seemed to care a bit. I have been told its BT at fault and I have an engineer coming out to see me on Thursday.

I got really frustrated, I have never had a problem with AOL in the 6 months I've been with them, however this just seemed like they were pulling the wool over !

To be fair, compared to my previous providers....BT, who were just pathetic (I could hardly ever get a connection) and when I did it was crap.

NTL, great Internet but easily the worst tv connection ever and by far the worst customer services.

They have done well, up till now.

I hope I actually get a BT engineer out on Thurs!!

Thanks for all the input guy's. Its all appreciated. I'll keep you informed......... :o

[Hybr!d]

Your welcome.

[thwapy]

I promised an update.....

The BT engineer came out last Thursday and confirmed what I already knew. The line was excellent and I was indeed only getting 532kb/s. SO much for my hardware being at fault. Or indeed the line!

One quick phone call to BT Wholesale, confirmed that I was on a fixed 1/2 Meg rate!!!!!

I phoned AOL back, absolutely fuming! My theory had been right all along and they had only requested a 1/2 meg connection for me from BT.

On speaking to a supervisor I was told that it was still a line problem !!! They knew the crack though, I think they still thought they could bullsh*t me.

She checked the line and agreed that I was only on 1/2 meg speed. I asked her why know one else had really bothered checking the line and instead AOL had paid an engineer to come out and check the line when they could have done that from there, I was greeted by silence!

I was told they would sort it with BT and phone back..... 24 hours later, no phone call. I phoned back and the supervisor was in a meeting. How do they always manage to be in a meeting when you phone !

A senior tech guy had to take the grief instead and eventually after 3 days of pushing them.........

This morning my connection was at 1.8mb/s whooopppppeeeeee!!!

One question.

How many people are out there, who don't know how, or don't think to check, are being conned by AOL ?

rant over, thanks for listening ;-)

[mr_miller]

have you looked at samknows?