Moved voice provider HELP!!

gingerjedi · Mar 05, 2009, 21:06:48

We were contacted by Talk Talk who promised us a cheaper call package at the same time I was promised that my IDNET Broadband would not be affected in any way, well it's go live day today and my Broadband connection is going haywire, noise on the line etc etc.

Do they do a physical 'unplug & plug' at the exchange when they swap line providers or is this just coincidence? It's not the first time I've had problems but my lines been clean for almost a year up until today.

I have a 2Mb fixed connection rather than MAX if it makes a difference?

I'm having to type this in word and do a cut n paste as I can't stay connected long enough, strangely I can connect with the phone of the hook??

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Simon · Mar 05, 2009, 21:11:16

I'm not sure how it works, but it does seem a bit too much of a coincidence, doesn't it? Someone more technical will be along soon, who can advise you better then me.

gingerjedi · Mar 05, 2009, 22:28:41

I'm wondering if BT boosted the signal before but Talk Talk have just plugged my line into their equipment as standard? I'm just guessing mind as I don't know if the physically change anything.

Looking at my latest routerstats graph it seems to be calming down a little, still bad though.

Does anyone know what the pink line is? Not noticed that one before??

I've added an old RS graph for comparison, it looks like the target SNR was 15 but now its trying at 6

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Lance · Mar 05, 2009, 23:24:15

The pink line looks like an average

Sebby · Mar 05, 2009, 23:27:25

Afaik, there would be a physical line move at the exchange, so it does sound related.

Rik · Mar 06, 2009, 09:27:43

I agree.

gingerjedi · Mar 06, 2009, 09:36:07

Oh no it looks like I've opened a very old can of worms.

Here we go again... endless phone calls to people with crib sheets who will blame IDNET or my equipment etc etc etc....

Wish me luck!

Rik · Mar 06, 2009, 09:37:42

Good luck, don't let them sell you broadband.

gingerjedi · Mar 06, 2009, 09:41:44

I'm really annoyed, I was told that this would not affect my broadband connection whatsover.

Rik · Mar 06, 2009, 09:45:00

Do you have a cooling off period?

gingerjedi · Mar 06, 2009, 09:54:11

Oh yes... I will be reminding them of that once I work out if I should ring on my mobile, it's an 0870 number.

Free from a Talk Talk land line, I'm not at home though.

Rik · Mar 06, 2009, 09:56:04

0870 will cost you a significant amount on most mobiles.

Glenn · Mar 06, 2009, 09:58:51

Put the number in here to find the correct number

gingerjedi · Mar 06, 2009, 11:35:00

Rang from work, the nice foreign lady asked if I had checked my filters?... when I had picked myself up of the floor I explained that I have ADSLNation filters and everything was fine until they took over my line, she then suggested I contact my ISP....

I then said I want to go back to BT as I am not going around the houses explaining the situation to people who are clearly less knowlegable than myself... <click ring ring> "tech support, how can I help?" I knew that would get their attention.

The guy promised to ring back at 5PM when I'm at home... I wont hold my breath.

Simon · Mar 06, 2009, 11:49:38

Keep us posted. I suppose you could ask IDNet to check the line for you, but I don't know what that would achieve, other than confirmation that it's not IDNet where she problem lies.

gingerjedi · Mar 06, 2009, 11:56:45

I'll do that, the Talk Talk guy is bound to try and fob me off at some point so I'd better arm myself.

I went though all this with Tiscali a couple of years ago, to be fair it turned out to be BT's fault but it took them a couple of years and several calls to admit it, the trouble is my problem does point to internal wiring (no BB, crackly line that goes away when you unplug the router) but I've tested at the master socket with the same result.

gingerjedi · Mar 06, 2009, 12:09:08

I've just noticed that IDNET offer a phone and BB package, is this the complete package i.e. line rental, calls and BB? If so I will be switching ASAP.

Rik · Mar 06, 2009, 12:11:38

It is.

gingerjedi · Mar 06, 2009, 12:21:53

So faulty line enquiries would be dealt with by IDNET, no calling BT.... this is the Nirvana of packages.

WHY DIDN'T I KNOW ABOUT THIS!!!

cavillas · Mar 06, 2009, 12:28:29

You really should read the IDnet Page more often.

The only reason I won't change to their phone at the moment is that I am with BT option whatever with free phone calls 24/7 and no charge on 0845, 08700 etc and it costs £16 a month. When Idnet offer a comparable package I will change as soon as I can.

Sebby · Mar 06, 2009, 13:46:56

Unfortunately, Talk Talk's customer service is the pits. I hope you get it sorted one way or another.

Colin Burns · Mar 06, 2009, 14:10:47

Quote from: Sebby on Mar 05, 2009, 23:27:25
Afaik, there would be a physical line move at the exchange, so it does sound related.

I didn't know that one as i thought that while you were using BT wholesale ADSL they couldnt put you onto there equipment and had to use BT's

Rik · Mar 10, 2009, 14:53:17

It depends on whether the line was unbundled to CWP, or it was done purely as a carrier selection. The latter should have made no difference, the former should have stopped it working altogether.