uwais

keep at it, but consider it a hobby at this point. With a smile of course, in time they should opt to get the lines fixed. Although obviously not a walk over and flip the switch item. 

o man its like 2 months!time to chang your ISP1

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 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))

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.

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.

Haven't heard of BT SFI yet... let us know how it goes.  Don't let them rip you off!

Roco would know better. He has years with BT. PM him maybe.

Thanks for your reply.
 
I called back today I was told end of road nothing can be done as line test was ok refused to let me speak to a manager, wants me to monitor for 72 hours and call back if threes still an issue. Tried explaining the issue hang up on me.
 
Called cancelations who are only interested in me taking my tel line with them after telling them if you cant provide me with internet how do you expect me to take my line with them they spoke to technical and transferred the call but call got disconnected on two occasions.
 
Third try update sent back to the network team all recommended tests have been carried out wait 48 hours for update
 
Spent a total of 3 hours on the phone with AOL.today.

HI guys
Im new to this forum I live in UK.
Please can you help me resolve my internet issue my speed keeps dropping and at times DSL will disconnect when it rains or when it’s windy. I have logged a call with AOL on the 6th Sept still facing the same issue.
when I have a good connection I have speeds between 5-6mb but when its damp or windy the speed drops to 0.25mbps.
I was told I need a home visit  to ensure everything is ok within the property before BT (line supplier) can be sent out
I have had a home visit by the AOL engineer who couldn’t find a fault within my property  (20th Sept) line test was 4mb on a sunny day.
line test done by AOL show faults always escalated to networking team.
on one occasion I was told there was a issue found with my profile and will take 3 days for DLM to reset. Issue still faced after this.
They say will call back in 48 hours but never seem to call back and when I call after 48 hours the ticket is closed down as there was no update on the call. I have now started to call within 48 hours to ensure the call remains open but I am always told the call handler will escalate back to the Network Team. Despite reminding AOL the issue is faced by bad weather they have not sent out a BT engineer to date.
I have contacted BT and due to calls being ok and issue faced by the internet I was advised to contact my ISP and they need to open a call with them.
 
I have done the following router connected to test socket
Replaced the router and filters
Reinstalled everything on my PC
got my LAN Cable tested and also tried a different cable.
tried another PC
Tried on the wireless
replaced my home telephone.
I am still faced with the same issues after this.
 
Please can the experts here advise where the fault can be?
what needs to be done to resolve this?
If this is a line issue how can I get this resolved?
 
Thanks in advance for all responces.
 
Regards
Uwais

Hey uwais , welcome to testmy.net forum.
 
 First I would assume there is a tel line connection loose or frayed at or around the drop. Although with you saying there is a speed drop, not a total disconnect, this could be a direct short - hence the damp as well as windy. 
 
Only advice i could give is to relentlessly use the call center, when I say relentless, I mean to say be kind and assertive the same. Call back much more frequently than 48 hours or less, if you can call several times a day. You know what has taken place in the conversation thus far, use it to passively aggressively push your way to getting the attention of a higher tiered tech. Or someone that can actually diagnose from their knowledge instead of just passing a ticket.  
 
 You could also take another road, call in and stake a claim that you are considering canceling the service due to not being able to utilize the service you've signed for. With reasons why , keep to the repeated contacts and tickets, many times this gets the attention needed. 
 
Please post back frequently as to your outcome , when you can yes ? 

Now you are getting somewhere. 
 
Some companies seem to assume the " give the customer the run around until they just stop bothering us " mentality. 
 
Having this thread also is and will help you.
 
Thanks for keeping us updated, I for one will cheer when you finally get whatever small issue is causing your problem repaired. All the while watching the carnage the company is causing themselves in order to avoid taking proper measures to insure the product you have purchased is delivered. 
 
Kudo's on your tenacity

 
Hi Uwais , just scanning through your post , indeed you seem to have a line fault,
probably a poor connection on the overhead copper ( hopefully, as some are aluminum , indeed the fault might clear in dry weather ,
I have no experience with AOL , and the modem/routers they use on ADSL
as far as logging faults goes the DMT tool is excellent if it's available
for your modem/router , also shows a graph with Signal to noise ratio etc
and logs drop outs , ( and much more ) ,http://www.kitz.co.uk/routers/DMTv8.htm , it's standard must have for line and speed chasers in the UK,
indeed no point in changing ISP until the fault gets sorted ,
BTW , during the storm/rain does your phone still work ? .
if so try a line test , just dial 0 wait to the tone stops,
you shouldn't hear any hisses or crackles ,
Regards
Roco UK