ADSL24
February 6th, 2010 (Last Edited: February 6th, 2010)
ADSL’s C&W LLU service brought nothing but misery and proved to be completely unusable; constant dropouts, low speeds and a completely and utterly ineffectual support ticket team who take weeks to reply to tickets and don't offer any answers whatsoever.
From the move in late November, my first ticket was on 1st December to alert ADSL24 to the fact that our router couldn't hold a connection and had to be restarted every few minutes. The answer was to wait until it balanced itself and that a fault couldn't be raised with BT until after 10 days. It's also worth pointing out I am using one of the compatible routers listed for the LLU service.
Ten days later, it was still unusable so I contacted ADSL24 again. They logged a fault with their supplier and 2 days later came back with a cut and pasted set of questions asking all kinds of details about times of dropouts, possible electrical devices that could be interfering etc. I then started keeping a log of all dropouts in a spreadsheet, and of course also replied saying that it was strange that the faults coincided with the change to LLU and was fine before hand - this surely meant that it couldn't be an interference issue at our end? Changing sockets with the router didn't work, and the dropouts in my spreadsheet were going ballistic.
This was all taking a very long time of course - at one point a ticket took 15 days for ADSL24 to respond to! By the New Year, it was no better and I requested my MAC code. I asked if there was a possibility to move back to Entanet. Ten days later, ADSL24 responded to this by saying yes, but it would cost me another connection fee. I then used my MAC code and moved to another provider.
...whaddya know, upon moving to my new ISP, the dropouts stopped, the connection wouldn't drop every time the phone rang and I was getting faster speeds. In other words, all this uncertainty about it possibly being something to do with a fault in my house was rubbish - the same setup was working perfectly with another ISP.
I pointed this out to ADSL24 and requested that they should consider refunding me at least the connection/setup fee for moving to LLU as I could now prove it was a fault at their end. I made this request on 21st Jan. On 22nd Jan, they closed my ticket without a reply. I reopened the ticket only to find that they've closed it again a week or so later, again without a reply.
After 21 DAYS, they finally replied saying no to my refund and saying that there hadn't been enough time to run tests and that my router was to blame, even though my router works fine with my new ISP. Unbelievable!
So for the reasons above, AVOID ADSL24 or indeed any C&W LLU service!
From the move in late November, my first ticket was on 1st December to alert ADSL24 to the fact that our router couldn't hold a connection and had to be restarted every few minutes. The answer was to wait until it balanced itself and that a fault couldn't be raised with BT until after 10 days. It's also worth pointing out I am using one of the compatible routers listed for the LLU service.
Ten days later, it was still unusable so I contacted ADSL24 again. They logged a fault with their supplier and 2 days later came back with a cut and pasted set of questions asking all kinds of details about times of dropouts, possible electrical devices that could be interfering etc. I then started keeping a log of all dropouts in a spreadsheet, and of course also replied saying that it was strange that the faults coincided with the change to LLU and was fine before hand - this surely meant that it couldn't be an interference issue at our end? Changing sockets with the router didn't work, and the dropouts in my spreadsheet were going ballistic.
This was all taking a very long time of course - at one point a ticket took 15 days for ADSL24 to respond to! By the New Year, it was no better and I requested my MAC code. I asked if there was a possibility to move back to Entanet. Ten days later, ADSL24 responded to this by saying yes, but it would cost me another connection fee. I then used my MAC code and moved to another provider.
...whaddya know, upon moving to my new ISP, the dropouts stopped, the connection wouldn't drop every time the phone rang and I was getting faster speeds. In other words, all this uncertainty about it possibly being something to do with a fault in my house was rubbish - the same setup was working perfectly with another ISP.
I pointed this out to ADSL24 and requested that they should consider refunding me at least the connection/setup fee for moving to LLU as I could now prove it was a fault at their end. I made this request on 21st Jan. On 22nd Jan, they closed my ticket without a reply. I reopened the ticket only to find that they've closed it again a week or so later, again without a reply.
After 21 DAYS, they finally replied saying no to my refund and saying that there hadn't been enough time to run tests and that my router was to blame, even though my router works fine with my new ISP. Unbelievable!
So for the reasons above, AVOID ADSL24 or indeed any C&W LLU service!
Review Ratings
- Services
-
- Support
-
- Speed
-
- Value
-