The "Freeola Customer Forum" forum, which includes Retro Game Reviews, has been archived and is now read-only. You cannot post here or create a new thread or review on this forum.
Had a call from my brother last night (a freeola customer but not for much longer i feel) about his broadband being very hitty missy of late, he has made several calls to Freeola and spoke highly of Glen but poorly of Dean.
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
Page:
Had a call from my brother last night (a freeola customer but not for much longer i feel) about his broadband being very hitty missy of late, he has made several calls to Freeola and spoke highly of Glen but poorly of Dean.
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
So my point is my understanding is that if I have a broadband problem I call freeola, they go through all the usuall tests filters etc and check their system (which we know from my own probs in the past dosent always show localised problems) and if there is a problem then Freeola and only Freeola can then contact BT wholesale to escalate this for the paying customer.
It would appear that where my brother lives there are SEVERAL houses having the same problem, yet my brother was told that he would have to phone BT himself! and am sure that its Freeola s job to do this on his behalf?
As I said in the past when the whole village was off where I live your system said all was well, this is not what I expect from Freeola and I have to say I have never had bad service but I do feel that your letting my brother down with his customer service
Digi
This depends on the type of issue. If it was likely, to the best of our knowledge, that the issue was being caused by a PSTN problem we will ask the customer to contact BT Phone. This is the only time that we would advise to contact BT, and this is only because it is better for the customer to do.
In an easy format:
You have PSTN issue
You contact Freeola then......
Situation a)
We log it with BT after running it through our systems (5-6 hours)
BT Wholesale look at the issue and find no faults
We then have to go through more tests with you......
Situation b)
We advise you to contact PSTN provider, the fault gets found quickly and resolved.
I can not honestly say that this is always the case, but I can assure you that we can not ask BT to investigate a PSTN issue.
In an easy format:
You have PSTN issue
You contact Freeola then......
Situation a)
We log it with BT after running it through our systems (5-6 hours)
BT Wholesale look at the issue and find no faults
We then have to go through more tests with you......
Situation b)
We advise you to contact PSTN provider, the fault gets found quickly and resolved.
I can not honestly say that this is always the case, but I can assure you that we can not ask BT to investigate a PSTN issue.
Hi Warhunt in english what is a PSTN issue? am thinking you think its a phone issue as appossed to a broadband issue is that right?
And if am right I agree that your the broadband provider not the phone provider so in that senario I would agree that its up to me or anyone to phone the phone provider, but his phone and his neighbours phones are working its the broadband that is dropping out. for him and his neighbours
Digi
Warhunt wrote:
> This depends on the type of issue. If it was likely, to the best
> of our knowledge, that the issue was being caused by a PSTN
> problem we will ask the customer to contact BT Phone. This is the
> only time that we would advise to contact BT, and this is
> only because it is better for the customer to do.
>
> In an easy format:
>
> You have PSTN issue
> You contact Freeola then......
>
> Situation a)
> We log it with BT after running it through our systems (5-6
> hours)
> BT Wholesale look at the issue and find no faults
> We then have to go through more tests with you......
>
> Situation b)
> We advise you to contact PSTN provider, the fault gets found
> quickly and resolved.
>
> I can not honestly say that this is always the case, but I can
> assure you that we can not ask BT to investigate a PSTN issue.
And if am right I agree that your the broadband provider not the phone provider so in that senario I would agree that its up to me or anyone to phone the phone provider, but his phone and his neighbours phones are working its the broadband that is dropping out. for him and his neighbours
Digi
Warhunt wrote:
> This depends on the type of issue. If it was likely, to the best
> of our knowledge, that the issue was being caused by a PSTN
> problem we will ask the customer to contact BT Phone. This is the
> only time that we would advise to contact BT, and this is
> only because it is better for the customer to do.
>
> In an easy format:
>
> You have PSTN issue
> You contact Freeola then......
>
> Situation a)
> We log it with BT after running it through our systems (5-6
> hours)
> BT Wholesale look at the issue and find no faults
> We then have to go through more tests with you......
>
> Situation b)
> We advise you to contact PSTN provider, the fault gets found
> quickly and resolved.
>
> I can not honestly say that this is always the case, but I can
> assure you that we can not ask BT to investigate a PSTN issue.
Without going into too much detail about your brothers account ( or what I assume is his account based on your name anyway) I can see that no notes have been made that there were several other people in the area with the same issue.
A PSTN is the phone provider yes. And it is common belief that your phone working is cause to believe it is not the issue, however the phone can work and still cause issues. Someone more technical can probably explain in more depth, but for the case of simplicity, the phone signal is more robust.
We are still doing everything we can for the account but Dean did advise him as any other advisor would under the circumstances. Crackling on the line, when there are huge intermittency issues would lead anyone to believe that calling BT PSTN may have been a lot quicker for the customer.
A PSTN is the phone provider yes. And it is common belief that your phone working is cause to believe it is not the issue, however the phone can work and still cause issues. Someone more technical can probably explain in more depth, but for the case of simplicity, the phone signal is more robust.
We are still doing everything we can for the account but Dean did advise him as any other advisor would under the circumstances. Crackling on the line, when there are huge intermittency issues would lead anyone to believe that calling BT PSTN may have been a lot quicker for the customer.
Makes sense to me and I agree with what your saying, strange that there are no notes on his account though and some one did say they would phone him back and keep him updated, but that didnt happen either and I think that made him more cross :-)
I will speak to him later and explain to him your points (valid to me ) and see whats what I will report back
Digi
I will speak to him later and explain to him your points (valid to me ) and see whats what I will report back
Digi
Incidentally, you may wish to say that I really do think it will be worthwhile contacting BT, it's only a quick check and I am fairly confident it will resole the issue. He has spoken to 2 different advisors who have both heard crackling etc when he has spoke to them.
I believe my colleague has updated his account now anyway. Won't go into details here.
I believe my colleague has updated his account now anyway. Won't go into details here.
Cheers Warhunt I will many thanks
Digi
Digi
Hi Digi,
I wrote this a while ago and forgot to post it!
PSTN stands for Public Switched Telephone Network, which is the general term used for the worlds phone systems (including mobile networks). In the UK it's generally used to describe the copper/aluminium part of the telephone network (i.e BT Openreach).
As mentioned, if there is any noise on your line when performing a call then this can effect your broadband, which can make you think the problem is a broadband one when in fact it's a voice problem which you line provider need to fix. A general rule when calling them to get a noise problem fixed is not to mention that is is causing broadband problems otherwise they may say you need to contact your ISP!
I wrote this a while ago and forgot to post it!
PSTN stands for Public Switched Telephone Network, which is the general term used for the worlds phone systems (including mobile networks). In the UK it's generally used to describe the copper/aluminium part of the telephone network (i.e BT Openreach).
As mentioned, if there is any noise on your line when performing a call then this can effect your broadband, which can make you think the problem is a broadband one when in fact it's a voice problem which you line provider need to fix. A general rule when calling them to get a noise problem fixed is not to mention that is is causing broadband problems otherwise they may say you need to contact your ISP!
Think I should update this thread.
OK so the Post office were called and said there was no noise on the line but the Broadband was still dropping out, so he called them again, and the put a new faceplate on and rewired his line and he is still dropping out even when conected to the master socket, filters were again replaced and still others in the same area are having a problem.
I spoke to my mate who is a BT engineer and he says that it sounds like a fault at the exchange to him but he also said that ISPs are so scared to raise a job as they get charged if its not a real fault - this is why they are overly paranoid about not raising a job.
Digi
OK so the Post office were called and said there was no noise on the line but the Broadband was still dropping out, so he called them again, and the put a new faceplate on and rewired his line and he is still dropping out even when conected to the master socket, filters were again replaced and still others in the same area are having a problem.
I spoke to my mate who is a BT engineer and he says that it sounds like a fault at the exchange to him but he also said that ISPs are so scared to raise a job as they get charged if its not a real fault - this is why they are overly paranoid about not raising a job.
Digi
Your mate is incorrect. If there is a fault at the exchange we, or our wholesaler, would raise this with BT and get it sorted. Any engineer call-outs that turned out to be un-necessary due to the fault of the customer (wiring, equipment etc.) it is they who would be liable for any charges levied by BT, not ourselves. It is for this reason that ISPs are "are overly paranoid about not raising a job", not any other.
In relation to your brothers' ADSL line; he has had only a couple of drop-outs on his connection since he reported to us that BT/Post Office replaced his filter. His connection history improved dramatically the very afternoon this work was done which confirms our original suspicion of a PSTN fault being the cause for his intermittent connection.
As your brother has now been connected solidly for 44 hours (and counting), with usage both up, and down, the line any claimed drop-outs in his connection will be between his computer and the router and not the router to the exchange. Obviously, this is nothing we have any control over and will need to be investigated internally.
In relation to your brothers' ADSL line; he has had only a couple of drop-outs on his connection since he reported to us that BT/Post Office replaced his filter. His connection history improved dramatically the very afternoon this work was done which confirms our original suspicion of a PSTN fault being the cause for his intermittent connection.
As your brother has now been connected solidly for 44 hours (and counting), with usage both up, and down, the line any claimed drop-outs in his connection will be between his computer and the router and not the router to the exchange. Obviously, this is nothing we have any control over and will need to be investigated internally.
Page: