Reviews for UK Online

UK Online 22Mb Broadband
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UK Online

Information for this provider last updated on Fri, 23 Mar 2007 07:56:35 GMT

UK Online is a wholly owned division of BSkyB. UK Online has been at the forefront of unbundling the Local Loop (LLU) providing consumers with high speed broadband access at competitive prices. UK Online now has coverage of 50% of UK homes with its own LLU service but can offer services via standard BT exchanges also.

UK Online can offer low prices and the fastest speeds across their own advanced network. They have four separate broadband packages available to meet most needs.

Free connection (saving £25) is available on the 8 and 22 Meg packages if you order before 30 April 2007.

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# Results: 3

Date range: 01 Jan 1900 to 17 May 2008
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Product: Up to 22Mbps Unlimited [top]
Author
 masterb
IP
 Logged
Date
 Monday, November 20, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Customer service have many incompetant people working providing a poor level of service.

A direct debit was setup for a payment of £24.99 but on the day twice the amount was taken. So I had to do the usual 10- 20 minute wait to get through to customer services (13 November 2006) who could not give an explanation as to why this had happen. That particular person said would refund the money the next day, but dI don't really understand how managed to set the refund for the following month.

4 days later, the usual 10 - 20 wait again was told mistake made byy that person. Moey to be refunded and offered a free months service. The money to be refunded tomorrow (18 November) but the free month to be given on the date wrongly set by the original person for a month later (14 December 2006). Still waiting for the money at the moment.

Overall very long wait to be put through to customer services, No better writing an email to them either as have waited almost 3 weeks for that mail to be replied to but still no replied. I can only feel at this moment that it is UKonline policy to make customers pay for customer services by making people wait on the phone line. There is a freephone number that I managed to get which they never give you 0800 0533221. Some poorly trained individuals working in customer services.

Very glad I will be moving away from them at the end of the month. Though I will admit the broadband itself is very reliable.
Product: Up to 22Mbps Unlimited [top]
Author
 Andyboy
IP
 Logged
Date
 Friday, April 21, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Signed up to this service with a MAC code from my current provider on the 5/04/06. Was given a connection date of the 18/04/06. Got up on the 18th quite excited about using my new 8MB connection although to my dissapointment was still connected to 2MB.. Despite numerous phone calls throughout the week and "yes it's being installed - call tommorow if still the same" this went on till 21/04/06 almost 2 n Half weeks since i gave my MAC code to them. When i called on the 21st i was told "yes - your 8MB service is connected" although i was sitting at my PC connected still to my old 2MB connection. I told the advisor this and she continued to advise i was connected. I asked to cancel and was put through to the cancellations dept. Here the advisor stated she did not know what was causing the delay and that she would cancel the order. No attempt was made to retain me i.e. here is 2 weeks line rental free sir while you wait.. just a simple apology and we will get it cancelled. I am now left with a cancelled direct debit for my current provider, an internet flag left on my line from UK online thats stopping me from going elsewhere and will take 7 days to remove (although knowing UK online this will be longer) all in all i will be without a faster connection for over one month and then the time to get a new MAC code and transfer over again. UK Online are absolutely disgusting and i would not recommend them to anyone.. Avoid at all costs..
Product: Up to 22Mbps Unlimited [top]
Author
 Seeker
IP
 Logged
Date
 Friday, April 21, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 less than 1 min
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Well, the options above did not cover the issue.

This is about a failed broadband order.

I placed a broadband order with them (online) on the 7/4/2006.
This was acknowledged by an eamail from WorldPay (required £1 transaction for account validation).
No acknowledgement ever arrived from UK Online themselves.

Later on the same day, I sent an email inquiring about that to their support line referred to in the email from WorldPay.
This received an automatic acknowledgement, but no answer either.

2 weeks on, still not news from them, I called their support line to get a status report on my order.

I was passed from person to person, spoke to 8 different persons all said.

It turns out that they do not seem to have any trace of my order in their system, and their only answer is for me to place a NEW order now.

Obviously, with such a poor service, I am not going to do that, and will pick another company instead.

All this information is verifiable, should the need occur.
UK Online 22Mb Broadband
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