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The following page displays a list of all the broadband ISP reviews posted by Viewfinder (display name) to this system. Reviews can be edited by both the author and admins.
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ISP Reviews by Viewfinder

 The Phone Coop (Broadband Fixed Line)
Posted: 27th Dec, 2015    By: Viewfinder
Title: Dire!
Edit: Phone Coop now known as The Co-operative Phone & Broadband...

Similar to another member's comments, Namesco migrated all their broadband customers over to Phone Coop a few years ago so my joining was by default. Connection was OK to begin with but then for months, speeds would plummet to dial up speed at times! It took a lot of painstaking effort before they finally investigated, acknowledged a wholesale fault and resolved it. Their status page didn't even report any issues. I even asked them why they haven't updated their status page to inform other customers, but they didn't seem to think it was an issue.

After only a couple of months of stability, things have taken a turn yet again and both speed and stability have returned to dire! There are dropouts on a daily basis and reconnection often results in no DNS servers assigned, speeds dropping again in the evening and high ping latencies, even in BT test socket. Routerstats trace was up and down every day, all evening and for months, there was never a clean trace.

After attempting to request Support for the second time, they responded with the usual checklist spiel. The same spiel that they tried during the first fault that ended up being a fault at the wholesaler.

Granted it helps to rule out points of contact, but not everyone has a constant supply of modems, filters and cables whenever there's a connectivity problem. Phone Coop don't supply any modems whatsoever for troubleshooting, but apparently their wholesalers do, not that they once considered asking. Nor do they offer any assistance with BT engineer costs to help troubleshoot. At least Namesco (and some ISPs) used to send replacement modem to troubleshoot and cover BT engineer charges out of goodwill. Phone Coop did not budge at all. When they start asking you if you're willing to accept BT engineer visit charges, it's exasperating and you know you have reached a deadlock.

Much to my surprise, just before Christmas - two months later from when I told them there was a problem, they finally reported on their status page that they were aware of a problem and that it has been resolved. Ever since that fix, the connection has been stable and consistent again. So much for the spiel about issues at my premises and REIN or SHINE!

Rather than waste further time and expense, I will be migrating away to an ISP that takes troubleshooting seriously and one that has a technical online support portal! Both times, it felt like I knew about impending network faults before they did.

You may be thinking, if it is fixed and working fine, why leave? All I can say is I have no faith in Support. Two fairly major connectivity and performance faults not down to issues at my premises completely disregarded. I would have ended up with buying spare hardware unnecessarily. No apologies or recompense for the inconvenience.

Phone Coop has a caption on their broadband page. It says "For people who give a damn"... Do you?

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