Blueyonder - The crap continues

Sepulchre · 13-02-2006, 20:25

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

hoofner · 14-02-2006, 08:06

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

Sepulchre · 14-02-2006, 16:46

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

lilpeewee · 16-02-2006, 16:49

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!!

hoofner · 16-02-2006, 21:52

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.

jaggedx · 21-02-2006, 17:49

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

jaggedx

lilpeewee · 27-02-2006, 13:33

Quote:

Originally Posted by hoofner

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.

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.

Ignition · 28-02-2006, 12:32

Quote:

Originally Posted by lilpeewee

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.

Quote:

Created by blueyonder Support & Members of the blueyonder newsgroups.

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.

Quote:

Occupation:
By tech support tech

<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.

Chrysalis · 01-03-2006, 15:45

SuperHans · 04-03-2006, 12:36

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

Chrysalis · 04-03-2006, 18:51

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.

Ignition · 04-03-2006, 22:28

Quote:

Originally Posted by Chrysalis

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.

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.

Chrysalis · 05-03-2006, 20:39

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

skywave · 07-03-2006, 19:39

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?

jaggedx · 09-03-2006, 18:29

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