New to IDNet, and problems!

[Noelle]

I'm new to IDnet and so far, I only had bad surprises: first, no service during 3 weeks because I was too far from the local exchange and IDnet wanted to install a fixed rate line - in the end, I'm not too far from the local exchange, I have a 2meg connection.
Then, Idnet sent a BT engineer for free as a compensation for the 3 weeks off. In the end, I was billed £169 for the engineer as the previous landlord of my flat had put an extra splitter that was blocking the my line - not even true, the splitter was not blocking the line as I had a connection before the 3 weeks breakdown. And now, 27h without email... I bought a domain as I run a home business.

[Rik]

Hi Noelle and welcome to the forum.

Without knowing more, there's little useful I can say. I understand how you must feel though, we're all pretty frustrated today - the service was actually restored more quickly when the server failed last year. What package are you on?

[Noelle]

Hi Rik,

I'm on the Home Lite package. I took it as a test when I moved to the UK. I had planned to upgrade but IDnet support told me it wouldn't improve the speed of my connection - even with a business package. So I kept the Home Lite package.
I'm very surprised: I'm French but used to live in Belgium and US before coming to England and I find the ISPs very poor here. I never had some many problems - even with cheaper packages.

[Rik]

Part of the problem in the UK is that BT own the most important bit of the infrastructure, the wire between your home and you. That determines the speed and reliability of the connection. Despite living in a major conurbation, I'm limited to a 3M connection because the cabling was laid in thin aluminium.

A business package won't improve the speed of your connection, but you can then get enhanced care, so faults can be fixed more quickly. It might be worth thinking about, as might the 'industrial grade' email, which has been unaffected by the current problems - different server.

IDNet are generally regarded as a good ISP, take a look around the forum and you'll find few complaints until recent events. As I say, the issue is one of getting past BT to get onto the IDNet network. It's worth noting that BT can refuse to provide an ADSL connection, btw, they are under no obligation whatsoever. Depending on your exchange, you may be able to move to one of the unbundled operators, which could get you better speed.

What is your downstream sync speed, attenuation and noise margin? How is the router connected, ie is it on an extension lead, if so is that flat or round?

[Noelle]

The speed I have is OK for what I need to do. What I find very upsetting is the fact that IDnet offered me a free service and then charged me £169 for it. I have to pay this bill in a couple of days and it really hurts 
I never got one month free for the 3 weeks off and now, no email for more than 24 hours. It would be nice to see IDnet offering a compensation for their own failures - or BT failures.
As for BT owning the lines, it's the same in all countries. The Bells in the States are awful but in case of failure like the email breakdown, they automatically offer a compensation of some sort.
Basically, the marketing and sales department of IDnet is not exactly up to what they advertise.

[Rik]

Hi Noelle

Have you talked to IDNet about this? From what I could ascertain your router was on a double-filtered extension lead, so it received no ADSL signal and could not sync. The BT engineer simply removed the filter which was causing the problem.

[Sebby]

Welcome to the forum, Noelle.

I'm sorry that you've had some bad experiences. The issues you've described (with the exception of the mail server problem) are BT related. Unfortunately, IDNet have no control over the BT side of things, but you should certainly let IDNet know if you're not happy. They are very good with customers.

[Noelle]

Hi Sebby, Hi Rik,

Thanks a lot for your answers.
Of course I contacted IDnet about the £269 bill but they told me it was my fault if a splitter was blocking the line so I had to pay, end of the story. I explained that the splitter was not blocking my connection but I received no answer: BT said it was my fault, IDnet sent me the bill.

Anyway, I'm going to pay it. When you're new to a country, you don't have many options. I requested a quote for a car insurance on USwitch, never subscribed to the insurance but I was sent a £64 invoice. I sent a rgistered mail explaining I had subscribed another insurance and never had subscribed to Evolution. I received this morning a new £94 invoice. When you have no banking history in the UK, it's very difficult to open a bank account, rent a house, get a car insurance etc. even with high revenues. My hands are tied, I cannot afford to have any trouble with unpaid bills so I'm paying for stuff I didn't even bought like the Evolution insurance. Except that, I really love your country   

[Glenn]

Noelle, Go to a citizens advice bereau (CAB) they should be able to sort out the insurance bills you have wrongly received.

[Noelle]

Thanks for the tip about CAB. I'm going to write or call them tomorrow - the nearest office from my town is 70 miles away. Thanks a lot!

[Tacitus]

When you're new to a country, ......

Hi Noelle:
I'm guessing from your earlier post that you're from America (or Canada of course!).  If there are any things about our way of life that you don't understand or need any help over, I'm sure that if you hang out here or IDNatter, someone will be along to point you in the right direction.   

Except that, I really love your country   

But you can't beat New England in the fall....

[Simon]

Hi Sebby, Hi Rik,

Thanks a lot for your answers.
Of course I contacted IDnet about the £269 bill but they told me it was my fault if a splitter was blocking the line so I had to pay, end of the story. I explained that the splitter was not blocking my connection but I received no answer: BT said it was my fault, IDnet sent me the bill.

Hi Noelle, and 

Unfortunately, if a BT engineer is called, and they find the fault to be within your property, then they will make the charge.  As the fault appears to have been something to do with misconfigured ADSL splitters, there would have been little argument IDNet could have made in your favour.

It's regrettable that you have had a poor experience of IDNet so far, but I can assure you that under normal circumstances, they are one of the better UK ISPs, and believe me, there are some terrible ones out there!

[LesD]

Hi Noelle,

I see your are French and widely travelled

I'm French but used to live in Belgium and US before coming to England

and not feeling too welcome in England it would appear so as I have been remiss by not saying hello and  I will put matters right and do it now so  to the UK, the forum and 

[David]

Welcome Noelle, please forgive my over enthusiastic friends,I have requested that they refrain from such acts of sheer outragious showmanship,it just isnt done here on IDnet. Certainly not by me 

So may I take this opportunity to welcome you to a very civilised forum of upright men and women,who with some education may show a degree of control when welcoming people such as yourself

Please accept this small token of our friendship and I sincerely hope you enjoy your time here in the oasis of calm and tanquility.



As you will discover on your journey through our small but ecclectic group I am the one person here whos techichal skills in anything related to pc s are the envy of all under 5s and you will have to accept the fact that if you require a serious and intellegent conversation you will have to post with myself in mind......

Please excuse me the nurse is calling me its time for my medication

[Noelle]

Thanks to you all, you put a smile on my face.
I'm well welcome in the UK, don't worry and I don't intend to leave Idnet - or the UK  People are very nice to both me and my husband, we have a lovely house and moving to the UK was a choice. I'm very happy to be here - and not to be in France anymore. Cheers 

[Rik]

Of course I contacted IDnet about the £269 bill but they told me it was my fault if a splitter was blocking the line so I had to pay, end of the story. I explained that the splitter was not blocking my connection but I received no answer: BT said it was my fault, IDnet sent me the bill.

Can you describe where, in your internal wiring, the ADSL filters (splitters) were placed, Noelle.

[Noelle]

Hi Rik,

It was placed on the phone line connecting one of my TV set to the landline - I have Sky by sat but the phone line was for the interactive service of Sky.

[Rik]

Was the extension to the router plugged into this?

[Gary]

Hi Rik,

It was placed on the phone line connecting one of my TV set to the landline - I have Sky by sat but the phone line was for the interactive service of Sky.

Did you do this, or Sky Noelle?

[Rik]

So just to clarify, Noelle, there was an ADSL filter, into which the extension to the router was plugged via a Sky socket doubler?

[Noelle]

So just to clarify, Noelle, there was an ADSL filter, into which the extension to the router was plugged via a Sky socket doubler?

I guess so. I didn't put the splitter myself, nor the Sky setup, it was done by the previous landlord.

[Sebby]

I guess so. I didn't put the splitter myself, nor the Sky setup, it was done by the previous landlord.

If the microfilter was plugged into the phone socket, then a doubler into the phone socket on the microfilter, then an extension from the doubler to the router, you wouldn't get any sync.

[Rik]

Unfortunately, Sebby is right, Noelle - the ADSL was effectively filtered at source, and BT are always going to charge for that.

[Noelle]

Actually, I never had ADSL before Idnet, I used to have broadband through cable. Lesson learned, next time BT comes, I'll remove all the splitters beforehand 

[Rik]

Sorry we can't help more.