Firefly Reviews

I have been on TitanADSL for approximately 1 year with no issues, however, approximately 11 days ago my download speeds suddenly dropped inexplicably to under 10kb/s and have stayed that way since. I immediately contacted support via email, and was told that there was some sort of minor fault that BT were working on which would be resolved by the afternoon. The afternoon arrived and the fault was not resolved. I emailed support once more and received a response that BT had ordered some hardware and that the fault would be resolved by the next day. I waited 5 more days to make sure there was ample time for this issue to be sorted out, and still the issue persisted. After that period of time, I sent an email to same address I had been using and received what appeared to be an automated response stating that they could not assist me as I did not send this email from a recognised customer address (which I find strange, as they were assisting me via email prior to that.) I sent another 2-3 emails with all the information regarding my account so that they would be able to identify me and assist. All further emails were IGNORED!

During this time (over a period of 11 days) I also attempted to contact support for TitanADSL via the telephone. The phone number for support simply rang once and then went to a disconnected tone...and apparently the Sales office has been closed all week?! I finally managed to gain support by contacting EntaNet directly, however, after several more days of testing by myself and BT, the issue still persists.


I am surprised that *any* ISP would have such poor customer service and the fact that there is no way of contacting anyone from TitanADSL via email or phone to address the issues I have been experiencing just sealed the deal. I am now leaving TitanADSL and Entanet completely (that is, if I can get someone to supply me with a MAC code...)

I have been with Titanadsl since Feb this year and in that time they have been very good. BUT over the last 9 days my connection dropped from about 7Mb/s to just over 1Mb/s. I decided to contact Titan to see what if anything could be done but when I tried to contact them their phone line was giving a recorded message (Thur 30th July)so I decided to wait. I tried again today and was greeted by another recording with a different message redirecting me to Entanet. I have now tried to get my MAC code from Titan but have not even got a reply to my emails from 5 days ago. This is very poor from what I had thought was a superb ISP. so just be careful as Titan seem to be having problems. YOU HAVE BEEN WARNED.
My star ratings are based on the last 10 days only.

I can only presume that Entanet are the cause of these speed problems as ADSL24 who also use Entanet are have problems as well.

UPDATE : Titan have responed to my email today stating they had a few problems with their email server going down for a couple of days. Good to get a response but still not good as you cannot talk in person to anyone.

Recently had to switch to Be as service was too slow. The support at Surf Anytime was fantastic however, only had to use it once but were very nice people. The service isn't as great which is a shame, when peak time comes the slow down is horrific even playing IPlayer is a task sometimes. It seems theres just an overall throttling period in the evenings and there are cheaper options out there that are clear about the service you receive which is why I switched. Thanks for a great service in the past guys though.

P.S

In regards to the other review Iplayer downloading using P2P was awfully slow, and other P2P overall for that matter. For the attention of others the service was actually ran using the Murphx network which explained my slow speeds.

I joined Titan last year, having had problems with my 9 year term with a previous provider. Initially was very impressed as one would expect reading their reviews, I caught the bug like most customers. Anyway, I was told that I was connected to their up to 24mb service last year and my speeds did improve, my upload speeds were reaching around 980kps. Last month I lost my connection for around 4 days, Titans service line who by the way are run by Entanet were absolutely terrible, about 4 different engineers promised to call me back after holding on for ages over these 4 days, not one call back. The problem in the end was that I in fact was never on the up to 24mb ADSL2+ service, which my router was setup as for the last 6 months, I had to change the setting back down ADSL (G.DMT) this was why I could no longer connect to the internet. The new equipment in my exchange apparently would not allow this setting. I contacted Titan who quote said “We shall investigate this as this is another reason as to why we have now stopped selling Entanet based products to new customers” (I never did receive an explanation). I in fact I was never a Titan customer I was always an Entanet customer. Titan wants me to cough up £40 to connect to them again so I can get my speeds back! Quote “Our existing customers that wish to join our new unlimited plans there will be a connection charge which we have to charge if you wish to take out a 1 month contract as our new products are now based on an entirely new system which is a lot better and more future proof as this will also entail moving your connection to a new wholesale provider”........never again, this is a clear scam, take your money then move on when it pleases them or the service goes downhill, absolutely no communication about this change until you hit a problem, be warned!

First of i went with these guys as i was moving house, i thought that if i sorted it all before hand everything would go smoothly......how wrong was I?

I phoned them up the day after my phone line got moved over to my new place (Which went without any problems i might add), when i phoned them they said that the order hadn't been pushed through and that they'd do it manually, and they also mentioned something about not putting any orders from the old tarrif through but they said that i'm still gonna get what i ordered so i waited another couple of days anyway.

After another couple of days I still hadn't received any confirmation, so i rang them back, We're having problems with our BT systems they said and your ADSL will be activated next monday (1 week), so i thought fine i'll wait till then.

Monday came and went, so i phoned on the tuesday after and said that their was no DSL signal, they just kept on blaming BT and told me it's going to be another week, i thought forget this just cancel us, it took 5 seconds for them to cancel us, hmmmmmm. After which they told me "I hope you have better luck with someone else"

My message to Titan is this....."Stop Lying! and get your backsides into gear because if you carry on like this your going to go out of business and the only reason you've had 1 star is because this review panel wont let me go any lower, Good Bye and Good Riddance!"

I moved to TitanADSL from Tiscali 2 moths ago, and will be moving somewhere else shortly again.

I'm 700m from the exchange and have 4MB speed (on ADSL 24). How good is that?

Also, I find it rather annoying that one day (2 weeks after the service started), without any warning, they just cut me off because I didn't set up a direct debit.
I paid for that month already - they collected the payment 2 weeks before the migration.

When I phoned to find out why they did it, I was told (or rather shouted at for 10min) that I signed a contract and agreed to this, which is utterly not true, as I arranged the migration over the phone.
Also, there is NOTHING about direct debit setting in their T&C.

I paid for the month, and they just cut me off, how right is that?

It may also be useful to add that they do not provide anything to ease the migration.
Just a letter with router settings, which were typed wrongly anyway.

Guys Listen, simply do not join these guys, they have gone downhill really quickly, since all the changes entanet have done it has hit them hard.

line speeds are woeful, mine halved during off-peak, and even worse during on-peak.

they kept blaming BT, yet now I have moved my speeds are instantley back up to where they were.

shames to see them in such decline, oh and they have also added a fee if you leave within a year, yet promote 1 month contract.

Tech support are useless, all they do is a line check, and kept telling me "long line" lol. so I have had a service for 2 years now suddenly I have a long line?

The reseller support TitanADSL give is good, however thats all it is. The service provided in terms of broadband is an absolute shambles, Entanet are going right down the pan. I have a line fully capable of 8Mb with very healthy noise margins and yet I get less than 1Mb speeds. Once a good provider but is now beyond a joke, what a disaster. Until they fix the ALT and make sure IPSC actually works properly then avoid like the plague, you would be better off paying for something worthwhile.

I have been with Firefly for almost 5 years, and up until a year ago they were very good, and I had a fast reliable connection.

Recently however, the speed dropped so that now I only get 0.5 Mb/s rather than the 8 Mb/s that I pay for. When I contacted the helpdesk, they were rude and unhelpful, despite raising numerous tickets, and the problem still has not been resolved.

Furthermore, I am paying £25 per month, which is very expensive, especially when you also consider that Firefly support is 9-5 during on weekdays only.

In the end, I have decided that enough is enough, and am moving to O2.

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Update

I have just been set up with O2, which costs less than £10 per month, and I am now getting over 12 Mb/s

I moved to Titan ADSL from Zen a couple of months ago and have found the download speeds at weekends through Entanet to be pretty bad, I get 5-6 meg during the week but at weekends this drops to as little as 1.5 meg and sometimes as low as 400kbps. My speeds with Zen were always around 6 megs, 24/7.

I called technical support 2 weeks ago and again this weekend to complain about this issue and was told both times that "its the node you're on, its at 95% capacity". I asked if there would be a resolution to this issue pretty soon and the reply I got was that Entanet is investing a lot of money into a IPSC platform and that it will go live at the end of the month.

I am beginning to wish I hadn't switched from Zen the only being I needed more GB's download.