Sponsored Links

ukonline 8mbit troubles

Since the original 8mbit service was announced there have been many good reports praising the service for its speed and the isp's speed of setup, however recently as the service is becomming more widely available, it seems ukonline is running into some rough sea's
I'll explain the problem as best i can.
Myself and many many others throughout forums across the internet, are getting what i call the "dreaded blink of death", basically on the modem/router provided by ukonine, the DSL light contniously flashes on and off because the dsl link cannot be found.

now i've, like many of the people with this problem, called their 0845 number numerous times, infact personally roughly 4 times daily, of increasing delays in between pick-up, originally it took around 10 minutes for them to pick up the phone and discuss my problems, however last night at work i tried called when i got to work, put the phone on speakerphone and carried on doing my work.
Now this may come as a shock but when it was time to leave, the call was still on hold, a full THREE hours later, it would seem then that more and more people are experiencing this problem, and if the posts ive read on forums are anything to go by, nobody, as of yet, has posted if a solution was reached, other than one or two of them giving up and switching isp's
The problem seems to have started with orders made after 20th April, as all the people who signed up earlier have reported working service.
Myself, i signed up on the 24th, received notification of router arrival and activation of the service on the 28th may, the original arrival and activation was 6th for modem and 7th of may for activation, due to switching from bt yahoo 2mbit to ukonline, my bt yahoo connection was set to end on monday the 9th may, however on the 7th may neither the modem had arrived nor an email reguarding any activation, until that is, the evening when i got an email telling me the activation was delayed and modem dispatch delayed due to "problems with the warehouse due to the ammount of orders", which i was happy to wait for, monday came and around 2pm my internet connection went down, roughly an hour later i tried to login, and was told my username and password were incorrect, i reconfigured my modem in preperation for ukonline, complete with logins and click connect for the hell of it, knowing full well my activation date wasnt for another two days, but what do you know?, it connected at 5.6mbit, i downloaded a file for a few seconds and noticed the speed around 640kb/s, decided what the hell ill disconnect and wait a little longer for the email first, a few minutes later i notice the dsl light go from solid on to flashing, the next day i decided to try connecting again, noticed that the dsl light was still flashing so i waiting longer.
Wednesday came and my activation email arrived at 12:26, i was using dialup to access the internet at this point, the router arrived so i plugged my new router and nothing, dsl light still blinking away.
I called the support and after having me go through a heap of settings on the computer and router but still no joy, rebooted the pc and router, nothing, i was tld the activation may not actually 'activate' yet, and "it may come on between now and midnight", so i leave it, thursday morning comes, still no service, i phone them 4 times this day, each call taking longer and longer to get through, eventually im given a support ticket to have an engineer take a look at my line at the exchange and various other places, im advised to have bt do a linetest, which i do and bt say it is fine, and due to the fire that ravaged manchesters exchange last year, i should be getting a full, noise free connection (im 1/2 a mile from the exchange).
So i inform ukonline of this and they tell me there isnt much else they can do but have their engineer look at it, and stress they cannot give me a specific time frame for the engineers to check it out, fair enough.

Either way it's now saturday and my Actiontec broadband router and line are still not operational, in the meantime, my bank informs me that ukonline took the £50 setup fee and first months payment on the 1st may.
Great so im now paying for a service i cannot use.

Anyone else had these troubles with ukonline so far?
 
I wish UK Online would offer 8mb in my area (HINT HINT GUYS!!!). Have their technicaly support guys got back to you with the results of the line test?
Ben
 
bt carried out a line test and everything with as far as theyre concerned, spot on, last year the exchange caught fire so alot of the equipment and cables were replaced, since im so close to the exchange it means my connects dsl and phone, have been rock solid crackle free.
UKonline tech support however have been less then helpful, to a complete computer novice i suppose their help would be useful but when you tell them you are fully aware of how to setup a router, and they patronise you with questions like "make sure the ethernet cable is plugged into your network card not your dialup modem", its really quite annouying.
As of wednesday, i've been in a 'queue' to have my stuff looked at by their technicians, though they made sure to let me know they do not know when this will take place, only that they will phone me once its done.
That was wednesday, im hoping for a call before next wednesday, if i havent received one by then, im seriously going to switch to a different provider.
I dont even care if they phone me and tell me they have to set my max download at 2mbit, just as long as they make it work.
 
Sponsored Links
Hey Fluff, sad your having a bad time of it and hope it gets better for you soon, just wondered if theres a dedicated forum out there that is for only ukonline? so that i got a rough idea how bad it really is or is yours a one off incident?. I was going to signup to Bulldogbroadband 4meg but heard bad things about it too?.. Anyone got any ideas on who offers 4meg + broadband with the service?.. Thanks for any help :nod:
 
UKOnline - Dreadful Support and Intermittent Service

I have been using UKOnline for a number of weeks after switching from Pipex to get a faster connection. (I had no problems with Pipex at all over 2 years).

I started to get intermittent breaks in the UKOnline service 3 weeks ago, usually in the evenings and early morning but also occasionally for up to 8 hours in a day.

10 days ago I got through to customer support after 3.5 hours (true!0 on the phone - they accepted that the problem was at the UKOnline end, they received my data but were not responding - they would call an engineer - and would phone me with an update.

After spending periods of up to an hour at a time on hold, and sending approx. 20+ emails I have recieved no response whatever - even when I have asked for a MAC code so that I can move from them as the service is not 'fit for purpose'.

Today I am still down, and using dialup to post this, the sales people cannot access my details and UKOnline still have not responded.

My advice if you are considering them - looks good - but if you have any problems or want to leave them you have no hope.
 
SlowDriver said:
Hey Fluff, sad your having a bad time of it and hope it gets better for you soon, just wondered if theres a dedicated forum out there that is for only ukonline? so that i got a rough idea how bad it really is or is yours a one off incident?. :
There is this FORUM: ISPr Forum > Specific ISP Forums > Unmetered Dialup & ADSL ISPs - (T - Z)
UK Online

nothing there since I posted months ago!!

Also this forum:
http://bbs.adslguide.org.uk/postlist.php?Cat=&Board=ukonline
which is an eye opener!
 
Sponsored Links
I think its something to do with the way IP addresses are assigned automatically/dynamically.

If I turn off my router, I cannot get onto the internet unless I actually reboot the router and enter all the connection settings again. I get a solid light always, even when the internet is not working in the situation above. My advice is once you get a connection. DO NOT TURN OFF THE ROUTER. Please tell me If im wrong. Will my router burn out if its left out 24*7?

I found their tech support to actually be good. Am I the ONLY one????
I used the "new customer" line and chatted to a guy for about an 45 minutes, who helpfully explained everything great and even sorted out a line test at the same time to check that the exchange equipment was working properly. If it is, its probably your router that is screwed.
 
Darkspark said:
I found their tech support to actually be good. Am I the ONLY one????
I used the "new customer" line and chatted to a guy for about an 45 minutes, who helpfully explained everything great and even sorted out a line test at the same time to check that the exchange equipment was working properly.

How do you contact their "new customer" line? I am having problems with my connection and have gone "brain dead" listening to that awful music!
 
archived said:
How do you contact their "new customer" line? I am having problems with my connection and have gone "brain dead" listening to that awful music!

Well how long have you been with them?
I use the "new customer" option and that gets answred pretty promptly. The guy I was speaking to said "next time choose the option for existing customer", but from what Ive heard, that takes a looonnnggg time to get answered, so Ill stick to being a "new customer" :drool: and conveniently forget how long you have to be with them to become an old customer.
 
Sponsored Links
can you add IMO to your phrase. You havent given a piece of evidence to back up your claim, yet you can advise others to "stay away".
 
How do I do this? At the moment, its possible to turn the router off and then back on, and after about 10 minutes, it detects an internet connection.
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £24.00 - 26.00
150Mbps
Gift: None
NOW UK ISP Logo
NOW £24.00
100Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £25.99
145Mbps
Gift: £50 Reward Card
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Youfibre UK ISP Logo
Youfibre £23.99
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (6027)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2440)
  5. Openreach (2405)
  6. Building Digital UK (2330)
  7. Mobile Broadband (2146)
  8. FTTC (2083)
  9. Statistics (1901)
  10. 4G (1816)
  11. Virgin Media (1764)
  12. Ofcom Regulation (1582)
  13. Fibre Optic (1467)
  14. Wireless Internet (1462)
  15. 5G (1407)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules