ISP problem.

fishface · 13 Mar 2011

Hi I am new, and not the most informed computer user! I got here after searching about contention ratio and reading this excellent explanation. Contention - What it is, how it works. Or "Why is my Internet slow?"

I have had the same ISP for about 10 years, apart from poor customer services, I have had no real complaints: the speeds, reliability etc have been good.

However since approx Feb 23rd, I have had serious problems with the speed, and to cut a long story short, my ISP has now informed me ( after numerous phone calls, engineers visit) that my contention ratio has been changed from 4 to 1 to 50 to 1! They are blaming BT (unbundled exchange), but I have spoken to BT and they are saying it is my ISP who is at fault. I am now getting speeds as low as 0.17 Mbps,

when previously my lowest was 2Mbps, obviously my family can longer do anything apart from general surfing!

Surely my ISP can not legally do this? How and who do i complain to?

Thanks, Carol

bigmck · 13 Mar 2011

They are not the only ISP around. It is time to start searching for a new one it sounds like to me.

fishface · 13 Mar 2011

bigmck said:

They are not the only ISP around. It is time to start searching for a new one it sounds like to me.

Thanks for your reply bigmck, I am looking at other providers as I type!! But I really do not want to just walk away from my present ISP without some sort of recourse. Why should they be able to change (to an unacceptable level) their provision to me, a paying customer, without any prior notification??

bobkn · 13 Mar 2011

That sort of activity may indicate that your ISP is struggling financially. It's probably a good time to find another, even if you weren't unhappy with the new level of disservice.

bigmck · 13 Mar 2011

I had an web host one time years ago. I had gotten them because they were cheap. They were in some foreign country, not even sure where now. I logged onto my site one day and there was a screen there that the site was unavailable and did not know when it would be back again. There was a phone number to call. I called it and a recording said that the government had taken over all communitcations etc, etc. It sounded like the goverment had been overthrown to me. I found another web host that same day.

fishface · 13 Mar 2011

I think my ISP is one of (if not the largest!) the largest ISP providers in the UK bigmac.

fishface · 13 Mar 2011

bobkn said:

That sort of activity may indicate that your ISP is struggling financially. It's probably a good time to find another, even if you weren't unhappy with the new level of disservice.

I am intending to change providers bobkn, but I do not wish my present ISP to be able to treat customers so badly, and get away with it!! that is why I am asking for advice. :)

Dwarf · 13 Mar 2011

You don't state what ISP you are currently using, but I was on AOL until a couple of years ago. Their download speed became so bad that it became impossible to continue - see Problems with Internet Connection - Vista Forums

I decided to change my ISP and requested a MAC code. The whole procedure was painless, and I am now with O2. I would be inclined to do the same, just because you have been with someone for 10 years doesn't mean you have to stick with them if their service deteriorates. See who provides you with the best service (and value for money) by clicking on the link in the above-linked post and following the instructions.