Hi guys I've just changed my ISP from wanadoo to tiscali, I was recieving 1 meg off wanadoo for over twelve months but now with tiscali they can only provied me with 512k. I mailed them and spoke to them on the phone and they say I must live too far from the exchange, which I cant be, because I was getting 1 meg with wannadoo. Now the strange thing is if I do a phone line check with wannadoo they tell me I can only have 512k as well, after providing me 1meg for the last 12 mths. I was just wondering if anybody has had the same problem. cheers jon

Hey there jon - nice first post.

I think you need some "specialist" advice here and I would suggest this forum for that advice: http://bbs.adslguide.org.uk/ - why not register over there and copy/paste your excellent post ? Hope you get it sorted out coz it seems maaaad to me :icon_scra

Was you paying for a 1 Meg connection? You may want to check that you were actually getting 1 Meg as I know someone who gets a 2.3Mb connection (from tiscali funny enough), but it's really only 1Mb weird I know, but Wanadoo should be able to confirm this. You may have only ever had a 512K connection even though your connection reported a 1 Meg link.

When you say 2.3mb, is that what they pay for? Just the speed of my connection is exactly that (as shown on the connection's tray icon), but I assume it is the speed of the outgoing connection. 1mb might be for recieving (2mb in my case).

I've spoken to wannadoo cs reps several times they just dont listen to what i'm telliing them they just have standard replys "you must live too far from exchange" they even told me my phone line must have deteriated in the past twelve months

They pay for 1 Meg but it reports 2.3 in the connection's tray icon.
The DownStream Connection is usually the faster one and the UpStream slower. eg: Down-1152k Up-228 (as is my connection) so I would expect it to report the DownStream speed - that said I'm no expert on ADSL stuff...

:computer_ and sometimes caught out with a black eye - (technically of course)

GrO0 mmit

Hey Guys,

This is not at all my area of expertise, but getting help out of useless first line tech support is.

Jon, if you are resonably competent with your computer, know exactly what you paid for and are sure that you are getting less than expected from your new provider, I would do the following.

Call your new provider again, immediately tell the tech who answers that you appreciate thier help, but that you require more advanced technical support, ask that they upgrade the level of your call to a supervisor. They will attempt to help you, do not explain to them your situation, tell them that you have already spoken to several of their level techs, and that your problem requires a supervisor.

If they refuse. Call thier customer service department head. Usually, you have to locate their actual home offices. Ordinarily, by going directly to the person who thinks that they are supposed to be offering great customer service, you will be linked to a trained technician who actually knows what they are talking about, and you may be able to get to the root of the problem.

I would also follow Hengis' instructions about using the expertise of http://bbs.adslguide.org.uk/

TTFN

T