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Waiting for UK Online connection, Help!

Hi, I'm waiting for a broadband connection with UK Online, and it's been nearly a month now. The call centre is no help, and no-one replies to my emails. All I could get out of them was they were having problems with BT. To date, people I know have had no problems with this isp, so what's gone wrong?

The call centre used to be based in the UK, is this still the case?
It sounded like an offshore outfit now, perhaps this is part of the problem.
I was on the phone to them for over an hour today and all I got was the was this trouble with BT story.

Does anyone know what's the heck is going on with this ISP?


Thanks in advance,

Wireless-g
 
Maybe it IS a problem with the exchange...But...What you want to know is how long for any possible repairs.

Are you paying a monthly charge for this?
If you are already being charged then you will want to raise the point of getting the payments returned.

If nothing happens to your liking then tell them you want to drop the application and try a different ISP...
 
What is your status?
Are you getting any lights on your modem/router?
Are you on their LLU network?
 
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Hi Trikky & Darkspark

Still no adsl sync on the modem, so no connection enabled.

I managed to get through to the helpline today after waiting nearly an hour and the operator said that the order had timed out and bt do not inform them when it does. She re-ordered my connection after she asked me my security questions. Apparently the call centre is flooded with calls according to them. Their policy is that they are supposedly giving priority to voice calls and not replying to emails because of the problems.

I asked for a refund and the operator actioned my requested, so at least they are honest as regards to money, but I'll see what happens to my bank account.

I gave ofcom a call and they had not had any complaints from ukonline about bt. Strange and stranger eh?

So is it the isp or bt? I don't know, but my feeling is that the isp have cocked up the order which I placed online so that may have been the problem, perhaps?

Oh yeah, They've given me another connect date by the 3rd of december, I hope it comes online before then because that will be 2 months of waiting.


Thanks for your help so far

w-g
 
Keep a note of any conversations with them...That way you don't need to work from memory if you need to call them again.

You may also want to send in a letter saying that you are not happy with the way that its being handled and the fact that according to the person you spoke to it was all BTs fault......You may also want to make a note that you were told that the months payment would be returned (Or whatever was agreed)
This is really only a confirmation on what was talked about. That way if something does go wrong and you don't get the money you can write in again and have another go! ;)
 
Checked the worldpay account and they've transfered the months money back to it already, now that was quick!

I made notes on the conversation for future reference.
With a bit of luck I may get the connection on fairly soon, I hope.
I'll post any progress back on this thread.

Thanks for your help,

w-g
 
They should usually give you an incident number, which you quote to the new operator you speak to, which saves you explaining a lot of what you've already told them.

Good luck. When you do get your connection, I can bet you will be pleased.
33:1 Contention ratio is excellent.
 
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BT do have problem at the moment and are understaffed with all the LLu unbundling CN21 conversion etc going on, if you are on a unbundled exchange then it will take longer for it to be done but if what darkspark says is true you wont regret it when it does come online.
 
Hi, update on my connection, still waiting!

Looks like there is a large backlog as ManOfMeans points out.

I'll have to give them another kick on december 3rd, the date the ukonline operator gave me it should be up by, that's if it isn't on by then!

My exchange is 100% live according to their list:

http://www.ukonline.net/broadband/exchangelist.php

Looks like the problem is BT, oh well best sit tight until it happens, fingers crossed.

Thanks again,

wg
 
latest update,

As you may know Sky have acquired Ukonline and I believe there is some restructuring going on. According to a source in UKonline, calls to the help centre are being routed through the engineering section with large delays for the time being.

My connection should be coming on line by the 11th of December and not the 3rd as promised. This all should have been on early november at the latest.

It seems to me that there is a major subscription demand input to sky broadband and I've picked the wrong isp at the wrong time.

In addition I'm using another UKonline subscribers connection for the moment , with their permission I may add....

We have both noticed severe speed restrictions over the last few days, speeds of much less than 1m for a 2m connection, and uploads far worse than a modem.

I do hope that we don't get another Biscit/v21 mess repeated with this isp which had a reasonable reputation in the past.

What with this speed issue and waiting for the connection I'm very tempted to tell them to stuff it should there be no connection by the new year.

Get your act together UKonline or it's offline for you.


Wireless-g
 
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