AOL service Question for a friend.

Welshchris · 12-02-2010, 10:35

A Mate has been with AOL Broadband now for coming close to 4 years.

For the first 2 years or so he was getting close to 4.5mb almost all the time and was happy. When the carphone warehouse took over and they required him to sign a new contract, when his connection was transferred over to their systems which they did to everyone his connection started getting slower and slower. Hes tied into a new 12 month contract atm as they replaced his router free of charge thinking it was that but they required him to start a new contract. The most he gets is 900k now, AOL said they cannot find a problem and referred the matter to BT who also claim theres no problem on line or wiring at the home.

AOL have now also tried to state that his line is only capable of getting a max of around 1.3mb down and hes tried arguing the fact that hes had over 4mb from them in the past and they claim is impossible.

Whats his chances for getting out of the contract he has signed for poor service?

Paul · 13-02-2010, 08:55

They will quote "Up to" speed and refuse to cancel unless he can prove it is down to them that he has lost speed. Best thing you can do is get your mate to post his stats, physical setup and an outline of troubleshooting done so far on an ADSL forum so someone can help as it may be degraded wiring at fault or it might be equipment issues at AOLs end but you have to be able to show it and pinpoint it before they will do anything.

Welshchris · 13-02-2010, 09:02

Paul, to be honest with u from what i was told last night by his mum it could be BT.

Last summer BT had to replace a few lines in the street from houses to the post as a tree branch had damaged them. It was since then the internet started getting slower and slower. BT tho have stated line tests come back fine and they stated he should be able to get a maximum of 6mb down his line.

Paul · 13-02-2010, 09:25

Then stats are definitely needed from the router to prove what the line is currently able to carry. Attenuation, noise margin and speed readings. Does you mate have a test socket he can take the readings from? If so a set from there with a new filter and a comparison set from his normal socket with the same filter as the test set.
BT won't care about his ADSL and it is down to his ISP to get this dealt with as BT will currently only care about the voice side of the service on that line.