@ MondeoMan, I've had exactly the same problem, i work from home so i do tend to be a heavy user, but not all the time, we have been with 02 pretty much since they started their broadband service,i was on a legacy package and had a call from 02 late last year warning me that my usage was to high, they gave me my usage numbers and i said i would shop around, i get a call a few days later from their sales department telling me their new works package has no download limits, i signed up.
I got a phone call in February from their team telling me my usage was still to high, you can understand my confusion, their i was thing that it was unlimited and some person on the phone telling me it wasn't and here's your mac code, off you go. Many call later i managed to go through their complaints review service and resolve the issue, making sure they understood that they had mis-sold me a product, the O2 rep had failed to tell me that the works package had a 250gb fair usage policy on it (you have to dig very deep on their website to find it, even then is in the form of a pdf), so know i am monitoring my data usage like a hawk to make sure it stays under.
Yesterday, to my surprise, we get another mac code from O2, i ring them up and they say i have breached the fair usage policy, i've used to much data and they will cut off my service, when i asked them what my usage was i got an answer of 177gb, clearly under their own fair usage policy, spoke to 2 useless manager's there and was told that i had used too much data, even after explaining to them that i was within their limits they refused to listen.
So, thank you O2 and goodbye and the only advice i would give to anyone is AVOID O2,
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Better known for its mobile phone network, O2 branched into fixed-line ADSL broadband in 2007. While late to the party, it built a solid user base thanks to a strong reputation for customer service and technical support, not to mention some great value packages.
O2 Home Broadband won the Broadband Genie Best Broadband Provider Award in 2011, alongside the Best Support award. Previously, it topped the Which? customer satisfaction league in January 2009 and took its Best Technology Service Provider Award in 2010. O2 also won nine of the 11 categories in the 2009 uSwitch Awards, 10 in 2010 and seven in 2011.
In 2013, O2 was taken over by Sky. O2 Broadband is no longer available to new customers, and all existing subscribers will be gradually moved to Sky's broadband network, a process that is expected to take around 18 months to complete.
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Report abuseI have been with o2 for 3 years, no problems at all. The tech support when we were trying to reconfigure routers ertc was really good, helpful and patient. No issues with speed of reliability, but I am now off because they are selling themselves to Sky. Oh well.
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Report abuseForgot to add - checking that house wiring is not cause of problem is a good idea, because if Openreach are called out, and then find problems with your phone extensions, you are charged the call-out fee which is over 125 pounds now....
So Mike, the request was mainly to save you cost of an expensive engineer visit, not the ISP being especially awkward or giving poor service. -
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@Mike - " unscrew panel from phone connection on wall "
See the photo showing the 'test socket' (marked in the photo) on
http://www.exbtengineers.com/line-fault-broadband-speed-test/
It's perfectly safe to remove the front cover on a Master Socket, and when you remove that it disconnects any customer wiring, and leaves only the test socket for just that, 'testing' purposes.
Household extensions can cause problems, and introduce noise, so it is sometimes necessary to unplug everything and put the ADSL router into the test socket to check what the ADSL router can do without anything else affecting it.
At a friend's home in N Wales, disconnecting the extension which went to the bedroom (they had 3 cordless phones so didn't need wire connected any more) made the speed increase by ~1 Mbps. OK, sounds not very much but it was about a 40% increase from 2.5 Mbps to 3.5 Mbps for him.
(I'm not with O2, but have used ADSL for 10+ years and involved with telecomms for 3 times that.)
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