uwais

Issue still on going now escalated to ombudsman.

AOL site says response within 5 days but still no response sent another letter this time with a deadline of 5 days response before escalating to the ombudsman.

AOL site says response within 5 working days still had no response from CEO Team. will send another letter.

written complain sent to CEO team issue still not resolved

Aol now calling back when promised. line test completes but with errors still waiting for an update from the Networking Team (I am told nothing can be done until AOL get an update from the networking team (BT))

missed the call from AOL called back and was told issue has been resolved by the engineering team and all investigations have now been completed line is now stable and hasn't dropped in 24 hours. speed issues should now be resolved I am told to monitor the line and call back if I face the same issue., unfortunately still facing the same issue decided to call back 3 hours later this time I am told the call is still with the Networking team and still waiting for an update. A note has been added to the call for the networking team and will need to wait till Wednesday 1st for an update promised will call back on Wednesday to update even if it means a call to say still waiting for an update..

Hope everyone had a wonderful Christmas mine was spoiled by AOL. Issue still ongoing daily calls and false call back promises still taking place received a text message on Christmas day "We tried to contact you by telephone and try to discuss your recent complaint, Unfortunately we have been unable to speak to you. If we do not hear from you within 5 working days, we will assume that everything has been resolved and therefore close your complaint down on our records" no attempt made to contact me. call still with networking team (since 13th December) and no updates from them. yet ... asked to wait another 24 -72 hours for a call back. I have asked for the department above the Faults Management Team I am told it is the CEO department, Fault management, escalations and validation team which is different to FMT will need to Analise the situation before it can be sent to the CEO Team who would then escalate to the CEO Team if needed (after consulting with customer) I have told the Faults manager i will be escalating if he fail to call back with an update or get the issue fixed as this issue has been ingoing since 6th SEPT. (3 Months) Lets see what happens now.

Issue still not resolved back to square one constant disconnections and slow speeds looks like daily calls to AOL once again. .

AOL bought out by Talk talk they don't like using the AOL name anymore. Got a call from AOL issue found in the exchange it has now been resolved been told wait 48 to 72 hours for the line to get stable again.

I have been monitoring the situation for exactly a month had no sync disconnections average line sync of 10448 KBits/s speeds of 6mb. but unfortunately my speed issue has now returned again yesterday internet speeds just drops randomly to around 100 KBits/s.with the sync at 10448 KBits/s currently router reads (Disconnected 20 mins ago) Connection Status DSL synchronization status Up DSL up time 00:20:24 Line Status Upstream line rate (kbit/s) 440 Downstream line rate (kbit/s) 10448 Line standard ADSL2+ Channel type Interleaved Upstream SNR (dB) 20.8 Downstream SNR (dB) 2.4 Upstream interleave depth 8 Downstream interleave depth 64 Upstream line attenuation (dB) 22.3 Downstream line attenuation (dB) 41 Upstream output power (dBmV) 11.5 Downstream output power (dBmV) 19.5 Upstream CRC 18865 Downstream CRC 0 Upstream FEC 42871 Downstream FEC 16 Called AOL yesterday told failed line test a few mins later the internet disconnects ~ no internet access at all Called back today password changed internet back on -~asked for update from yesterday I am told no issues found no packets were lost during the tests (however I had no internet connection) I am also told line rate changed to 8MB and that should solve the issue and advised not to restart the router for 1 week and call back if issue is not resolved. an hour later back to slow speeds Called back again I am now told there is an unstable connection the channel has been changed. I will need to wait 48 to 72 hours after the change was accepted (changing the password) before anything can be done. AOL is Monitoring the Line.

Had the visit today and my luck no rain when the engineer came. The line test passed as expected. I explained the situation and was told not much can be done if no fault is detected on the tests. After I showed him the results from the DMT tool He spoke to someone over the phone (said the people between Openreach and ISP) and made some changes and said the current download speed set was higher than what the line can handle I will need to wait 48 hours for the line to adapt to the changes and this should minimise the errors. He then went to do some checks at the exchange and I didn’t hear back. No fault on premises so I shouldn’t be charged as I was told by AOL (will need to wait till I’m billed to find out)

after contacting AOL spending several hours on the phone daily, they are now sending out a BT SFI (Special faults investigation) engineer date still to be confirmed.. I shall keep you guys posted with what happens. Has anyone had any experience with them? Tried google but noticed it’s a money making scheme where they try charging for anything possible even if issues are with the line. .... But the best reviews are from the customers so if anyone has had any experience please can you share them.

Thanks for your reply and appolagies fo late response AOL / Talktalk use the Huawei Echolife HG532 which isn't supported by the DMT Tool. I managed to dig up my old Thomson router which was supported by V7. this is the results Number of resets : 2 Errors Received FEC : 2690983 Received CRC : 1660 Received HEC : 1470 Transmitted FEC : 373202 Transmitted CRC : 52016 Transmitted HEC : 4456 Near end failures since reset Loss of frame : 0 failures Loss of signal : 0 failures Loss of power : 0 failures Errored seconds : 298 seconds Near end failures last 15 minutes Loss of frame : 0 seconds Loss of signal : 0 seconds Loss of power : 0 seconds Errored seconds : 0 seconds Near end failures current day Errored seconds : 0 seconds Near end failures previous day Errored seconds : 10 seconds DSL-Link Uptime : 0 days, 23:41:41 I have also attached two print screans with the graphs Please could you explain the errors, wht I'm I looking for in the graphs . When the speed is effected my line is clear I did notice calls seem to be getting silent but not disconnected (contacted BT and this has now been resolved but still facing speed issues DSL has become more stable and disconnections are less).

HI Sorry if this has already been suggested but I couldn't find it in the forum. I think the results can really make an impact if it was possible to send the data to the ISP so when ever the end users have slow speed issues the full report from the auto test or better still an option to select which result you wish to send. If this can be sent back to the ISP thiscan help ISP's pushing customers around as the result is not only logged on your servers but they can also see what is happening. My ISP keeps telling me to use internet-speedtest.net to submit the result but being a flash based test will not show the true result as done using testmy.net.. I hope this could be implemented as this can help a lot of users ensure they get the speeds that is promised.

Had a thunder stom no connection but connection came back during call as usual wait 48 hours. This time been told BT should be in touch within 48hours if they don’t then AOL will follow up the call. I was charged £50 for an engineer’s visit despite having no fault within my property and being told will not be charged for the visit, manager confirmed invalid charge and refunded back I also spoke to a Customer services manager as I am told contradicting information by the reps on the phone. Inconsistent info regarding reasons for call closures. Inconsistent info regarding contact SMS when no one has actually attempted contacting me. Inconsistent info regarding the complains process. Inconsistent info regarding formal written complaints. Given last months charges refunded as compensation. told will talk to the faults team and attemt to speed up the process. Spent another 2 hours on the calls.