Blueyonder - The crap continues
 

Dundee was 'upgraded', note I use the term lightly in early November, ever since the upgrade the speeds have been worse on 4mb than they were on 1mb! Slow connections and my biggest complaint - ridiculous pings when gaming which have gotten no better and in fact are getting worse, currently 200+ to UK servers.

Since the upgrade I've made countless calls to BY and been told the same thing each time, "yes ther is a problem, its with the Network team". Never has anyone given a resolution time or any idea of why this has happened.

This is now 3 months and its still, excuse the language. But the service is crap! I've never seen a company so uninterested in its customers. I would walk, but given my TV, phone and internet is all with BY changing to BT/SKY is a lot of work and the best connection I can get on ADSL is 1mb, so I cant even realistically vote with my feet!

On my last call the customer service guy advised me to write to the chief exec as nothing else would get a result :mad:

Re: Blueyonder - The crap continues
 

I'd recommend speaking to their customer relations team, I spoke to them last week and they refunded all my bills so far (2 months worth). I've been told that if it continues then I'm to phone up again and they'll keep making the refunds.

I know it doesnt get you a broadband connection but it makes you feel a lot better knowing that you're not throwing money away. Hopefully i'll get the refunds until the day they spend some money and do a real upgrade.

Likewise with me, i get other services with them and it would be fairly costly to switch to bt line, dsl etc, especially as i might not be at this address in 12 months time.


gl

Re: Blueyonder - The crap continues
 

Thanks hoofner, I'll do just that! Like you say I'd feel a lot better knowing I'm not throwing money away.

Re: Blueyonder - The crap continues
 

For anyone having issues since the speed increase try this link:
http://anniebrion.myby.co.uk/evenfaster-faq.html
It's very helpful and may even stop the need to call Tech Support!!:Yikes:

Re: Blueyonder - The crap continues
 

Don't mean to be rude but maybe you've missed something. The reason people are writing here and calling TW technical support is because their network is so *****e we can barely connect to the internet half the time.

Some FAQ page drafted from TW is not going improve our net connection.

Re: Blueyonder - The crap continues
 

hi Sepulchre

im a dundee based battlefield player and know ur pain m8.

before the area was oversubscribed and network capacity not able to handle the load at peak times - ping was 25-35 at worst.

now 25-180 over 10secs - on a busy channel.

best workaround is to do what we all are doing now - switching channels. Tech support has everyone that phones up doing this! Imagine the chaos!

eg.so as one channel gets packed its a race for an hour to get off the busy channel and onto a less busy channel at peak time.

there are other "pockets" of BY/telewest not bothering to do anything about the network - doesnt help much but take solace that ur not alone.

its nothing to do with ur modem - its BY and the crappy oversubbcribed duff network not being able to cope with the load at peak time.

im elite user for years and now so sick of it - going have a nice afternoon on my day off getting a refund and downgrading my service to 4mb at least.

regards:rolleyes:
jaggedx

Re: Blueyonder - The crap continues
 

Point taken but if you take the time to look at the link it is setup by someone who took their own time and effort to help and set this up via their PWP.
Essentially someone like yourself.
:erm:

Re: Blueyonder - The crap continues
 

I don't think any of the advice on there will help people with gack pings who have actually been told by support that their area is oversubscribed. These guys will be wasting their time with that website.

Ah. <g>

They ain't got no spyware, malware, router issues, modem bottlenecks, none of these affect pings there's either not enough capacity for them all due to your employer's stubborn refusal to control traffic and lack of cash to break down networks, or it's poorly balanced capacity in which case your network people need to RTFM as active capacity balancing is perfectly possible on Cisco uBRs and has been for several IOS revisions.

Re: Blueyonder - The crap continues
 

:)

Re: Blueyonder - The crap continues
 

Before they introduced the 10Mb service they did a beta stress test in Scotland. The least populated Telewest region. They did not upgrade the UBRs (Routers) because they are so cheap. When the 10MB service was introduced they didn't allow for users doing alot more downloading activity (I mean that is what people get 10MB for!) which was a totally stupid none thought. So now the poor users suffer from slow speeds and high pings. The communication in the company is so poor when the user calls tech support the tech dudes honestly do not know when the problem will be solved. Even 2nd line support haven't got a clue all they do is move the user on to a slightly better upstream which has a slightly better contension. Poor, poor, poor customer care :(

Re: Blueyonder - The crap continues
 

thats how isp's testing always goes, they will test on the basis people just do a bit of web surfing and check emails and if it works for that great ready to rollout. BT's shocker when they rambled that their testing results for adsl indicated they would be able to truly contend at 50:1.

Re: Blueyonder - The crap continues
 

BT have never contended at 50:1. Home products are nominally contended at 25:1 and business at 15:1, when these ratios are broken the VPs can be listed as 'yellow' and outside of planning guidelines. I'm not sure exactly what the trigger level is for red.

Of course if there are areas where BT can contend higher they probably will do, same as anyone else.

Re: Blueyonder - The crap continues
 

I know they were never able to contend that high because real life use would have made it crazy to.

Re: Blueyonder - The crap continues
 

This is a joke, I am on telewest 4mb connection and I done a speed test, and this is the result I got ..........

205 kbits/sec (26 KBytes/sec) (max estimated speed is 2mb)

Why is this? :(

Re: Blueyonder - The crap continues
 

to update - last week march 2nd - downgraded 10mb - got 2 months half line cable rental for the poor service. no fix date.

suggest anyone with problems in dundee or any other noted "pocket" get onto telewest asap. the more refunds and credits given out - the better off ull be not paying for service ur not actually receiving - and it gets highlighted more.

good luck all - having to switch channels while in peak time is a giant pain in ass. (i am vet battlefield player and telewest bb customer for years - never been as bad as this!)
regards
jaggedx

Re: Blueyonder - The crap continues
 

NW1 Camden Town (North London) 2 Mbps (actual speeds 200 to 300 Kbps)

had enough of this CRAP !!!!!!!

I've just booked myself a Netgear 54 Mbps wireless with integrated adsl modem on www.PCWorld.co.uk at £60 instead of £80 as Collect @ Store Web Exclusive. I'll go collect in the morning.

As soon as i've got the router, i'll go online and order a bulldog (Cable & Wireless) unlimited with no download/upload volume restrictions. £19.50/month. they only do 1 'speed', 8 Mbps. they also FORCE you to take a landline at £10.50 a month, and if you're Cable they WON'T let you keep your number ! but once i'm a customer, i'll ask Ofcom what they think, as BT (too expensive, and download/upload volumes capped right accross their packages) WILL let you keep your number (and bulldog and bt use the same wires and same system, so !!!!)

anyway, i'll also speak to telewest customer relations and try getting a full refund for period since November. That should help towards the cost of the router.

and in (i hope) the unlikely event of bulldog in my area being CRAP straight off, i'll tell'em to **** OFF and give me my money back (and i'll just stay with Telewest).

also, there's only a 6-month minimum contract with bulldog, so if their network starts being crap, i'll simply switch back to Blueyonder (and maybe, by hope, that they'll have got some kind of act together)...

anyway, good luck to those staying !!!!

Re: Blueyonder - The crap continues
 

Actually no they don't Bulldog use Cable and Wireless' voice network, only the wires between you and your exchange are BT's the rest are a different system.

*Runs and hides before I get the verbals.

Re: Blueyonder - The crap continues
 

Im on telewest by 4 meg connection, my bro has a computer as well, and I am wondering, if he bought a wireless router, could he connect to my modem with out me knowing?

Re: Blueyonder - The crap continues
 

Yes, but you can set up security on your router such as WEP, so you need to enter a passkey to be able to connect to the network and therefore use the Internet, and obviously you'd set that passkey so only you will know it ;)

Edit: do you mean, could his router connect to your telewest modem without you knowing? No, the modem has to be physically plugged into the router via Cat5e cable. Only the computers connect wirelessly to the router, not the modem lol :P

Re: Blueyonder - The crap continues
 

Yeah, thats what I meant, could he secretly connect his router to my modem wirelessly. Thanks, now I know I cant blame him when my connection's running slow.

Re: Blueyonder - The crap continues
 

Heh no, you have to physically connect the modem to the router via the Ethernet port on the modem :P

Re: Blueyonder - The crap continues
 

I thought I would revive this thread as DD4 is once again back to high pings and huge packet loss. Things did improve for a good few months, but it now feels like the same problems in November 2005 are back with us again. And again there is the usual jumping through hoops when you call tech support but to no avail.

Anyone else in DD4 area bad or is it just me??

Re: Blueyonder - The crap continues
 

worse now today than yesterday.

This on my 4mb line -

https://www.cableforum.co.uk/images/local/2006/12/6.png

anyone have any sugegstions as to what can be done to get Blueyonder to do something? Getting desperate here in DD4

Re: Blueyonder - The crap continues
 

What exactly are you complaining about here, from the post there, you are getting on around the correct speeds for a 4MB line.

If you are suffering high-pings, try the following:

• Open a command prompt.
• Type: ping http://www.bbc.co.uk
• Post back with the average MS response times and any packet loss here.

Alot of high pings in on-line games are not just caused by your own connection, they can be cause by other players high pings, therefore the server compensates, and everyone see the slow down. Also, the server may not be located in the UK.

Thanks.

PS:

When testing at SpeedTest.net, do NOT use the Derby server, I have used that my self and the speeds I get from there are by far slower than the London server, which points to issues on the server rather than the connections itself.

Re: Blueyonder - The crap continues
 

Hi Andy, Thanks for the reply :)

I've re-run the test using the suggested london server -

https://www.cableforum.co.uk/images/local/2006/12/4.png

By my reconning this is far below what you would expect on a 4mb line, infact this is only just coming in quicker than a 512k line, I think 550kb/s equals about 69kB/s, somewhat slower than the 400kB/s I used to get prior to these problems.

Pings to www.bbc.co.uk

Min - 54ms
Max - 162ms
Average - 83ms

Packet loss varies between 0% and 50% when pinging the bbc.

I dont know if your familiar with a program called HLSW, our clan use this to Rcon the server and join the server rather than use the in game browser. It also displays a trace of pings over time. This is an image I took a couple of weeks ago but is still representative of the current problem, red bars show packet loss -

http://img274.imageshack.us/img274/1...ection1fd0.jpg

The server I play on is our clan server, located in London (I believe), I still get poor pings even with few players on, all of which have 30-50 ping themselves.

Any further thoughts?

Re: Blueyonder - The crap continues
 

I think you got your kilobits and kilobytes the wrong way round bud.

Guys, the whole country is having problems since the 10mb service was introduced. I am in EH11 area of Edinburgh and have 4mb and i'll be lucky to get 1mb now. I think telewest should pull the plug on the 10mb service and give everyone say 4mb. Bite the bullet on the profits and start giving a service that is worth every penny. If they don't they'll start loosing business hand over fist.

Re: Blueyonder - The crap continues
 

My appologies, I got them mixed up there.

Now, this time to be helpful.

I was having the same problems a copule of weeks back, started July 06 even though I'm on a 10MB line I was getting roughly just about 1MB. Rather than get constant refunds, ask the have the problem escelated to either service delivery or the CEO's office.

After doing so myself, they offered me several ways to keep me, and assured me that they are aware of the problems, and are working hard to resolve them. They offered me a free 10MB connection for the remaining 7-8 months of me contract, and also when the problem was resolved I received a bill for rougly £180, which they very kindly withdrew, and I was not billed that month ;).

I had the number for them directly somewhere, but wasn't able to find before posting, so if I can find it, I will post it here.

Re: Blueyonder - The crap continues
 

Can anyone tell me why so many review magazines as well as Which! recommended Telewest and gave them so many awards. My short experience with them has been nothing but dismal. My experience with BT Yahoo was better and to some people saying those words in the same phrase is blasphemey.

Re: Blueyonder - The crap continues
 

Andy - if you do find that number it would be appreciated.

hooli - to be fair I've been with TW/BY for 9 years now and up until the roll out of 10mb their connection and service were excellent. I think they just underestimated demand for 10mb and over estimated the capability of their network. Put the two together and you have the current problems, this then leads to increases in customer calls and further problems as they then cant handle the call volume, so they punt calls overseas - which is never a good idea. They also dont appear to have enough engineers working on the many problems. Dont get me wrong here I'm not defending them as I think the internet supply and customer service stinks, but I do understand why they are facing the problems, its just a pity they also consider their customers as problems.

Maybe Virgin will change things - hoho

Re: Blueyonder - The crap continues
 

Too late for me, I hate lies and business, I want what they say for my money.
Bye bye TW hello BT.
And I think Which is the same crap as every corporate, too well paid...