NTHELL!

Phaser

Phaser

Phaser

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Joined
17 Mar 2004
Posts
1,562
I've had my Internet with Telewest for the last 5 years. Started off on 56k dialup, then 512, 1MB and then 4MB broadband. Ever since NTL took over Telewest i've notced a drop in speed.

Also these last 2 or 3 weeks the connection drops every so often for 10-15 seconds. Not enough to cause a huge inconvenience but enough to sign out of MSN, webpages to time out etc.

Really annoying when you're trying to work on a website, uploading and downloading files etc and you're constantly getting errors due to the connection dropping.

Thinking of signing up to a cheap £15 a month service, Telewest used to be great but it's awful now - the only thing that kept me with them was the no capping, and that dosen't really apply now as I hardly download anything these days.

Any other long-term Telewest customers else noticed a drop in quality these last few months?

Really ****** off.
 
Last time I contacted them regarding my Internet it was a nightmare.

I knew full well it was a modem problem as none of the lights were lit up. Despite me telling them this a good 5 or 6 times they kept fobbing me off and telling me it was my router causing the problems. They then went on to say they didn't support routers and that they have never ever sold them. Funny that as I actually bought mine through them, and it had a huge Telewest sticker on the bottom of it! They tried putting me through to a £1 a min 090 number despite me AGAIN telling them it was the modem. Around 2 weeks later an engineer finally came out, told me it was the modem, replaced it and all was good.

I'd rather not go through anything like that again!
 
Just because you had a bad experience last time doesn't necessarily mean it'll be bad again. Why not make a point about it when speaking to them so they don't screw you around?

It's the company's job to keep the customer satisfied and provide a sufficient quality of service. Only when they admit they can offer no solution you should turn to somebody else.

Just my 2 penneth ;)
 
When i have phoned up once, i told them their internet gateway was down (Having done all fault finding etc). Could i get it into their thick skulls? Could i ****. He kept inferring it was my pc/router that was faulty, i even got a phone call from my dad asking me if my internet was down. I explained that my dads was down too and the phone monkey STILL said it was my fault . . . . Then all of a sudden, it was 'yeah, ive just been told by a manager that there is a network outage'. Ive never had a problem with cable, but the phone support can be terrible (Ive had good experiences too, and the technicians to fix the lines etc are very quick and good). If you do have a router, just tell them you dont have one. Or they get cross and wont help you. Its waaay too hi-tech for them to understand.
 
ask them for a new modem. they dont charge. infact you can do it through the website. it solved all my connection problems, dropouts, speed problems ect.
 
PhillyDee said:
...If you do have a router, just tell them you dont have one. Or they get cross and wont help you. Its waaay too hi-tech for them to understand.
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Thats not really advice worth listening too. They ask you if you have a router for a reason. One being that they may want to look at the settings on the modem and the router "gets in the way". Also they dont support 3rd party routers so its not too "hi-tech" (well it is for most agents), they just wont troubleshoot if the router is connected and possibly causing the problem.
 
dmce said:
Thats not really advice worth listening too. They ask you if you have a router for a reason. One being that they may want to look at the settings on the modem and the router "gets in the way". Also they dont support 3rd party routers so its not too "hi-tech" (well it is for most agents), they just wont troubleshoot if the router is connected and possibly causing the problem.
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Agreed. To be honest mate I'd drop the whole "I know better" attitude, you probably do know better than some of them - but they aren't asking you to remove it for the fun of it. Just do as they say, it's not like it's a hard ship.


A classic example of your attitude - some guy was on the BY newsgroups ranting about how crap 20mb was etc. It went on for 2 weeks until he finally did as they had asked - voila he got 20mb. This was someone who had an all sorts of networking qualifications (apparently). He did apologise in the end though.
 
I think the best thing to do is try it without the router (i.e. plug your ethernet directly to the modem first), if it *still* doesn't work, you know it isn't the router which is causing the problem, then proceed to tell them of this fact during their troubleshooting.
 
Heofz said:
I think the best thing to do is try it without the router (i.e. plug your ethernet directly to the modem first), if it *still* doesn't work, you know it isn't the router which is causing the problem, then proceed to tell them of this fact during their troubleshooting.
Click to expand...

Good advice. Remember you may need to have the modem of for 10-30 secs after unplugging the router and before trying to use it as it can get confused :)
 
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