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Fast4 adsl connecting Problems

migrated from fast 4 from ukonline about 3 months ago all migrated over fine was even maxing out on 7kbps for a month, then all of a sudden 4 weeks ago it wouldnt connect saying that password or username was wrong when both are right so contacted them they tried changing my username password the lot still wouldnt connect. Have spoken to technical support and customer servies must be at leat 20 odd times god knows how much my phone bill is going to be and they said they would get in tuch with bt, bt replied saying the line was up and running and to check my adsl setting all seem fine there, but still wont connect, did a test with fast4 over the phone to see if the line would connect with the bt test line and it did so carnt be anything wrong with the modem or the line, Been off line now for other 4 weeks keep getting fobbed off all the time saying they will ring me back what do you think i should do give it till the end of the week and get my mac code so i can go to someone else or just wait until its sorted? any help would be greatly appreciated
cheers
charlie
 
First off - log every call and ticket you send them, and also any replies/calls they make to you.

Also log what they say.

Mel knows whom to contact, but I think you send them something saying what you think is a reasonable time to sort it out in.

Also ask them how you proceed with the ADR...

Also, what BT are doing is no concern of yours. Your contract is with Fast4, and as you cannot speak to BT on your own behalf, its up to fast4 to do it for you.

And if BT cannot sort it out, Fast 4 have to give you the option to leave the contract free, and then they ahve to chase up BT if they have lost money.

Basically, you have to show you have made reasonable effort to resolve it, and given them time to sort it.

Them saying its BT fault should have no bearing on what goes on.
 
all logged into my fast4 e-mail account all the tickets that i have raised with them about connection failure and there replies, personaly i think its fast4 server thats down or somet not bt caus was all running fine for a month if anyone else had any morew ideas be greatly appreciated thanks for the speedy response old dude ;-)
charlie
 
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Contact them and say a month without service is unacceptable, and if they dont offer you a MAC code and let you out of your contract free (i.e. not having to pay the remaining months) then you will start by using the ADR.

There is no service level agreements for ADSL, but there is a limit to what is reasonable.

If they want to keep you, they have to tell you what they are going to do next fix your line. And dont just take 'we are waiting for BT' as an answer.

I have to mention again, that Fast4 seem to have a hellva load more BT issues than other ISPs on this forum.
 
sorry to sound thick but what does ADR stand for m8 ? gona send them another e-mail in a minute spoke to them on the phone to say that i have been without the internet for over a month and they said fine to me not paying for next months internet seen as i havent had this months and they said they would freeze payments from my account till its resolved, still doesnt resolve me having no internet feels like ive had my arm ripped off having no internet
 
charlie

Have you logged in using the BT test accounts to see if they connect you?

Test acc 1

username: bt_test_user@startup_domain

Test acc 2

username: bt_test_user@yourdomain ( where your domain is the domain you usually log in under)

You won't be able to browse, however you should get connected and get issued an IP address .

If you try these and tell me what the results are.
 
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Test acc 1

username: bt_test_user@startup_domain


this one connected fine m8


Test acc 2

username: bt_test_user@yourdomain ( where your domain is the domain you usually log in under)


this one wouldnt connect m8 so looks like its definately fast4 problem what do you think?
 
Can I ask what modem/router you use, hopefully not a SpeedTouch 330?, as this is a very common problem with it.
 
I know some of the BT's have problems witr other ISP's but the 105 is meant to be fine. Hmmm...
 
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flashes tries to connect then just bombs out, brother has same modem brand new never was used caus he got a wirless modem plugged that in a while back to try and wouldnt have it as well definately dont think its the modem
 
The fact that the second test failed would definatly seem to put the ball in Fast4's court, as is the fact its not your modem.

However, I would have thought that failure of the second test would mean theres a general fault with Fast4, and theres hasnt been anymore issues like this on the forum yet.

It could be a fault with your line, but given that error it seems very unlikely.

Time to give them an ultimatum perhaps.
 
Oh K, there is a lot of troubleshooting and help if you follow that link, no harm in trying, only possibly time wasting...
 
The problem is the RAS mapping I think, but it would help if you could give more information on the package your on and the sync speed you are seeing.
 
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You might also think about wether you are going to be without a connection for longer than it would take to sign up and get connected with someone else. :shrug:
 
ukonline m8 they have that fair usage allowance basically caus i was downloading a fair bit they near enuff halted my connection speed for the last 2 months i was with them till i migrated over to fast4
 
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