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UKOnline Disaster

don't get it? Then read the Bulldog thread...you soon will.
although .....TRIaXOR seems to like Bulldog...
quote...
13-08-2005, 10:33 PM
TRIaXOR™'s Avatar
TRIaXOR™ TRIaXOR™ is offline
!EXTREME Member!

they work for me, so not everyone is complaining ..............unquote.
 
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the quote button would have been easier :p lol but true, i do like bulldog, so in answer to the previous post, its usually bulldog that gets these kind of posts, and ukonline getting all the praise, for ukonline to get this kind of thread for me, tells me, All ISP's have problems, especially with LLU due to the distance limitations etc..
 
mainly users expectations, they say "We were Promised 8Mb" then they are disappointed when thier line can only handle not much more than BT's 2Mb due to distance, line quality etc.. what they dont take into account is that they were told they will get UPTO 8Mb but dont notice the "upto" bit :shrug:
 
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Wow if I had seen this thread 10 days ago I probably wouldnt have signed up to UKOnline, lol!!! I saw the reviews of them, all of which are bad, but only because people cant get the connection working in the first place! I decided to risk it, being a techie I was prepared for any problems my end and was willing to risk it. Which I had problems for a few minutes, due to them using a different username for connecting to broadband, eg my username for their website being welshdemon, and my username for broadband being welshdemon@blah.etc.ukonline.co.uk , which I was aware of after noticing it on their site in my account area, but there it was in uppercase, after several failed conection attempts I tried it in lower case and voila. Idiots! Displaying my "broadband username" in uppercase when it is in fact meant to be in lowercase, what a schoolboy error. Anyway I was up and running today, and I only signed up to them 1 week ago, exactly 7 days til I was up and running. The (automated I guess) email I received from them did say they estimate my line to be live today, and it was at about 11am. So far so good, seems fast enough. Im just on my way to leave a review for them, and if I notice any problems at any time I will edit my review.

Anyway to anybody else reading this thread and thinking of signing up to them, take everything into account.

Are you knowledgable if there are any problems to fix it yourself? (as it takes hours to get through to them apparantly and then they are rude and dont help!)
Do you live in an area which is close to your exchange? (You dont want any issues of distance etc!)
Are you in the LLU area or not? (I am, but if I wasnt, and especially if I was in a rural area or a place with a really old phone line, I would have taken this into account. Old phone lines are a nightmare)
Are you prepared to be without the internet if all goes wrong!! (I also have telewest cable for a couple of weeks until it's disconnected so if ukonline didnt work, I wouldnt have been without the net!)

At the end of the day you usually get what you pay for. This is cheap, very cheap especially the LLU areas. Therefore it may not be the most reliable and you arent going to find a call centre with hundreds of staff available on hand.
I was prepared for problems, but I have had a bit of luck (for once in my life) and its connected fine within 7 days :)
Only sign up with these if you are aware of the implications and prepared for issues! Its going to help you craploads if you dont have to call tech support and know how to set up the connection properly yourself, else be prepared for hours of waiting to speak to a tech support dept which apparantly doesnt help you anyway!
 
Demon gave them the wrong MAC code. They say the problem should be sorted next week or so. As a gesture of goodwill we are going to get 3 months internet free as well as our sign up costs back. Now we can't use the dial up as the system does not accept the password.

Call me old fashioned shouldn't they spend money on more staff?
 
welshdemon said:
Wow if I had seen this thread 10 days ago I probably wouldnt have signed up to UKOnline, lol!!! I saw the reviews of them, all of which are bad, but only because people cant get the connection working in the first place! I decided to risk it, being a techie I was prepared for any problems my end and was willing to risk it. Which I had problems for a few minutes, due to them using a different username for connecting to broadband, eg my username for their website being welshdemon, and my username for broadband being welshdemon@blah.etc.ukonline.co.uk , which I was aware of after noticing it on their site in my account area, but there it was in uppercase, after several failed conection attempts I tried it in lower case and voila. Idiots! Displaying my "broadband username" in uppercase when it is in fact meant to be in lowercase, what a schoolboy error. Anyway I was up and running today, and I only signed up to them 1 week ago, exactly 7 days til I was up and running. The (automated I guess) email I received from them did say they estimate my line to be live today, and it was at about 11am. So far so good, seems fast enough. Im just on my way to leave a review for them, and if I notice any problems at any time I will edit my review.

Anyway to anybody else reading this thread and thinking of signing up to them, take everything into account.

Are you knowledgable if there are any problems to fix it yourself? (as it takes hours to get through to them apparantly and then they are rude and dont help!)
Do you live in an area which is close to your exchange? (You dont want any issues of distance etc!)
Are you in the LLU area or not? (I am, but if I wasnt, and especially if I was in a rural area or a place with a really old phone line, I would have taken this into account. Old phone lines are a nightmare)
Are you prepared to be without the internet if all goes wrong!! (I also have telewest cable for a couple of weeks until it's disconnected so if ukonline didnt work, I wouldnt have been without the net!)

At the end of the day you usually get what you pay for. This is cheap, very cheap especially the LLU areas. Therefore it may not be the most reliable and you arent going to find a call centre with hundreds of staff available on hand.
I was prepared for problems, but I have had a bit of luck (for once in my life) and its connected fine within 7 days :)
Only sign up with these if you are aware of the implications and prepared for issues! Its going to help you craploads if you dont have to call tech support and know how to set up the connection properly yourself, else be prepared for hours of waiting to speak to a tech support dept which apparantly doesnt help you anyway!

What you said I think you have spot on. Except the customer service was ok when I called twice. You do need to have a few details onhand. Most importantly DNS server address you can get from their support pages and as welshdamon said, type EVERYTHING in LOWERCASE. As they print your exchange name in capitals. Only had one proper disconnection and when phoning up, I was surprised to find there was an automated service saying there was a fault at my exchange and an estimation of when it would be fixed. Great.

In response to another question, I have it from my cousin who has signed up, that he would be connected within 15 days, therefore end of next week sometime. I was connected in 5 days. Ill look out to see if it happens.
 
We did type everything correctly even using the right casing. The real problem is no matter how cheap the service is they should have customer support to sort out all those problems. After all they admitted as much that the problems came from their end.
 
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Not many iSP provide 24*7 service for the price of a local call. Nor do many have support on friday nights, which I have used, and found the person not to be grouchy (for missing a friday night out) but really helpful. Support questions do take a long time to answer, bear in mind. A session of mine has taken around an hour. However many staff they have, at a time you are calling, it will be a time convinient for many other users, so although they can never "win" at support, Im assured they do try their damn best.
 
The point is not the price but the service. I don't think that it is acceptable for a company like UKOnline to have phones so engaged that you cannot through to them.

I would be willing to pay a little extra for a better service. Just becasue the price is cheap does not mean the service has to be bad.
 
i had problems for 2 months no conection rang & rang spoke for hours on end no good came out of it they just said theres a ticket out for this job. pulling my hair out i rang easynet there mother company begged a man there to sort it out for me, he rang top brass @ ukonline & problem solved i am online but still not happy with compensation they gave me but they [as before] ignore all contact CUSTOMER SERVICE IS WORSE THAN POOR TO SAY THE LEAST ..yoyoabc
 
I’m experiencing exactly the same problems as the other posts within this thread.

Namely-
  • Signed up two months ago, still not connected
  • Call ‘support’ and on hold for ages, when you finally do get through the information given as to the status is non-informative
  • Been billed for two month’s usage, despite not being connected

Signing up with UK Online is without doubt the worst mistake I have made. What makes me laugh is that they’ve had the cheek to send through some ‘Recommend a friend vouchers’…..I wouldn’t recommend my worst enemy to these guys.

Wish I had gone with BT, yes it’s more expensive but you get a decent service.

If it’s any help to anyone else out there suffering UK Online Hell, I have managed to get hold of a freephone number for calling their call centre. Still doesn’t get you through any quicker (I was on hold for 40 mins today) but at least it’s free as opposed to the 0845 number that they publish. The number is 0800 0533222.

One minor piece of positive news was that I managed to get my £20 refunded that I had been billed for my first two month’s “usage”. I can’t believe that I’m pleased with this, it’s a measure of how cheesed off I am with this awful awful organisation.

I’m thinking of pulling the plug (so to speak) on these Muppets, but am conscious of the fact that I’ve ‘signed’ a 12 month contract. Are there any implications here????
 
as i said in my post ring easynet & dont let them put you hold its a freephone number there customer services is good [put your foot down dont let them off the hook you will then get results] yoyoabc
 
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Maybe someone should advertise the 0800 number so that customers can get back at them by letting them pay for the phone call.

Has anyone made a case against them to ofcom yet?
 
I must say I was looking at ukonline to replace plusnet. But it seems like they are both a bunch of charlatans..
Ive never had a problem with BT and they seem to get engineers in if something is wrong.

I guess its got to be BT for me. Shame these guys using hteir lines couldnt sort their issues out..
 
bigfella said:
I must say I was looking at ukonline to replace plusnet. But it seems like they are both a bunch of charlatans..
Ive never had a problem with BT and they seem to get engineers in if something is wrong.

I guess its got to be BT for me. Shame these guys using hteir lines couldnt sort their issues out..
dont blame you pal if anything goes wrong your sure of them sorting it in a day or two not MONTHS :smilet:
 
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