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Forum Newbie
Group: Forum Members
Last Login: 3/8/2007 11:33:45 AM
Posts: 1,
Visits: 1
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hi i need some help with my ISP. its a long post (sorry), so dont bother reading it unless you have an idea about broadband services and how they work.
im living in student halls and every room has internet provided by a company called Keycom. we do not have a choice as students here, we must use Keycom or nothing at all. the only choice is whether or not to stick with the provided 256k, or upgrade to 1mb for 3 english pounds per month. i think in total every student pays 3 english pounds anyway, so im paying around 6.
the connection here is awful. every 2 minutes or so the connection freezes, and then gradually returns to full speed, then freezes again. if i am downloading, the download comes through happilly at around 120k, but stops altogether every 2 minutes, literally goes to 0k, then starts up again slowly.
it doesnt matter what i am doing on the web, the problem is constant. gaming, chatting, browsing, downloading, whatever.
as you can imagine this causes me a lot of trouble:
it makes games unplayable much of the time.
it makes voice communication software unusable.
it makes downloads time out.
it makes browing the web slow.
etc.
during the hours of say 1pm - 2am, the connection is awful. between 3am-11am, it is sometimes useable. why? well obviously because the students are asleep and not all browsing the internet. during the xmas break, and half terms when the building was much quieter the lag spikes are less.
this leads me to believe that there is simply not enough bandwidth being supplied to the building. am i correct?
i monitored packet loss for an hour yesterday and found myself to be getting 40% loss. as far as i am aware the industry standard is 1%. 40% is just UNBELIEVABLE!
this is about all i can say regarding the connection.
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so obviously i have been complaining to my ISP (Keycom). it went kinda like this.
october: moved in, noticed trouble.
november: started complaint.
january: they sent an engineer to test my line, he comfirmed what i had been telling them. (so he comfirmed there IS a problem).
they said that they would try giving me priority on the network, and if this didnt work they would need to purchase new equipment. it didnt work and they sent me this email:
"We have purchased new equipment to be installed next Wednesday/Thursday of next week. I trust this will resolve any outstanding issues."
it didnt resolve anything, nothing changed and i dont believe they purchased or installed anything.
i have continued complaining all the time up till the present day.
i got this email today:
"We have investigated the reported problem and found the cause of it to be within our suppliers' or other providers' upstream which is outside of our control. The fact that your ADSL connection at home performs differently is virtue of the way the internet is connected together. Our products and services include provision for gaming services of which many customers use regularly and are happy with the performance of, however as a supplier of end user broadband services we cannot guarantee the reliability and performance of every third party service via our network and that of our suppliers."
now this sounds like total bullshit to me. i dont think that anything was investigated, or if it was, was not investigated with a genuine view to resolving the issue. i am most likely the only person living in the building of 500 odd students who plays online games and is aware of the trouble with the internet here. i think that the ISP is aware of this as i am probably the only one to have complained. i have been living here for 6 months, and will move out in 3. i think my ISP is just trying to ignore me, and the problem because i am going to move out and they will have a new bunch of residents, and hopefully nobody to notice the problems.
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i would like to make a proper complaint to this ISP, and also to the student housing company who gives them their contract. i want to get refunded my money and cause them as much trouble as i can.
perhaps somebody knows something about the way that broadband works that shows them to be lying? is the trouble really in someone else's upstream? sounds like a lie to me. what can i say to them?
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Forum Member
Group: Forum Members
Last Login: 7/24/2008 4:33:15 AM
Posts: 49,
Visits: 1
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Hi,
I used to work for a ISP. The issue at your end is that your line is over subscribed. Your ISp is not working in the acceptable contention Ratio.
The reason no one complaints there shows that people use it only to browse something related to studies.
What you can do is make a complaint to ofcom.
they cannot limit your service like this.
Changing Equipment wont help.
And one more thing your ISP is getting their connection from some other Major ISP.
IT means that your ISp is just a reseller.
Try and find out who the main provider is that might tell you how good the service actually is.
Regards,
Brad
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Managed Web Hosting
Xbox with USB modem
Knowledge is Wealth; the more you share the more you gain.
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