BT ADSL Outage- nightmare

[bchizary]

I will try not to rant too much here, and any help is appreciated.
Iv got my ADSL with Toucan- never had any problems, til a week ago my connection was very very slow. I called up and moaned for a bit, got no where and decided to reboot my router. Its never connected since.
I have checked all my equipment (and i know what i am doing) and eventually Toucan have admitted there is a problem at the exchange, infact, its a known outage and BT is looking at it. This is further proven by other people in my area having the same problem, despite being with other ISPs.

Problem is i am still offline, and i cant go to BT, as they will only deal with Toucan. Toucan are just telling me BT is looking at it... what can i do to
1)get a real update on the problem abnd a fix date?
2)(and least unlikely) speed up the process?

Im kind of stuck as i know moving to another ISP will not solve the problem at the exchange, and to be fair the error is not on the part of Toucan, altho their support line (Hello my name is Habib) is very annoying and not much 'support'.

 

[G0AOZ]

I sympathise...

You need to be very firm with Toucan, of whom I know nothing, as your contract is with them alone. I would complain to them IN WRITING, sending it recorded delivery so you know it's been received and signed for. Tell them that since you're currently continuing to pay them money for a service that they're not providing, you want to know the date that this service will be resumed to full working order. And you want a firm answer within 5 working days. Tell them you will be contacting OfCom (the regulator) if an answer is not immediately forthcoming.

OfCom's telephone number:- 020 7981 3040

Tell OfCom the facts, and make sure they give you a case number, so that this can be referred to later should it be necessary.

Keep a copy of all correspondence, and a note of anything you say to someone over the telephone.

Keep the pressure on Toucan with follow up letters. Keep it brief, firm and polite. Find out the name and address of Toucan's top banana, or at least someone high up in the organisation, and send them copies of correspondence, pointing out that you are paying for something you're not getting.

The other thing worth checking is your telephone line itself. Is the line good quality, no hissing, crackles or white noise? If it's anything less than perfect, then complain about that as well! If you're paying BT for the phone, then tell 151 if you've got a noisy/faulty line, but don't mention the fact you're having trouble with Broadband.

You mentioned other local Broadband users are also having the same trouble, albeit none with Toucan. That itself doesn't matter. Galvanise them into action with their respective ISP's. The more people that complain, the quicker BT is likely to get the message and sort out what's wrong. For longer term, form a local action group. Hit the local papers, radio and TV stations, etc., with the headline problem that Broadband isn't working in your locality. Perhaps get your local Member of Parliament involved.

Well, that's a few things to try...

ROGER - G0AOZ.

 

[bchizary]

update- my adsl came back on when i got in on Friday night.

Moral of the story- support for residential ADSL is shocking.

thats not exactly a news flash tho!