Toucan HELL! Help please!!!

Hi folks, I've been with Toucan since March. I signed up for a 1 mb
line but i find that during peak times i can't get online and if i'm
lucky to actually get on line i only get 200k speed (it takes me 3 mins
to load the front hotmail.com page!!!) I have been trying to get there
2nd line support to call me back for the last 5 weeks - they keep
arranging a convinvent time, i stay in, and no one calls! this has
happened 5 times now.. I've been phoning the call centre and not
managing to get through to a supervisor/manager.. I have sent them an
email saying that they are in breach of the 1982 Goods and Services Act
and that i will be reporting them to Trading Standards.. All i got back
was a 1 line email saying 'your complaint has been noted'.. this
company is beyond inept...! I know that this problem is 100% lack of
capcity as i can actually connect during offpeak times albeit slow..
Is there anyone out there that can advise me as to what i can do next
about this - its driving me nuts!

<(E-Mail Removed)> wrote in message
news:(E-Mail Removed) oups.com...
> Hi folks, I've been with Toucan since March. I signed up for a 1 mb
> line but i find that during peak times i can't get online and if i'm
> lucky to actually get on line i only get 200k speed (it takes me 3 mins
> to load the front hotmail.com page!!!)

What does your contract with them say about speed?
I am willing to bet they have a clause in there about contention or BT
issues.
Have you tried doing atraceroute or checking for packet loss to see where
the problem might lie?
Sometimes doing a bit of digging and appearing to be knowledgeable might
help you get through tot he right person or sometimes you can get another
ISP to raise a complaint.
e.g. say you had problems connecting to one of our servers and a traceroute
or winmeter readout showed a fault on your ISP's systems, we could send a
complaint the other way to them. Sometimes this will get through to the
correct person or speed up the resolution of the problem.
Not always, but sometimes.



--
Gordon Hudson || Hostroute.com Ltd
e-mail:ghudson [at] hostroute.net
http://www.hostroute.co.uk/resellers Host 5 web sites for £9 per month
http://www.nameroute.co.uk/ Domain Names with free hosting and email
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"Gordon Hudson" <(E-Mail Removed)> wrote in message
news:4520fe00$0$626$(E-Mail Removed)...
>
> <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed) oups.com...
>> Hi folks, I've been with Toucan since March. I signed up for a 1 mb
>> line but i find that during peak times i can't get online and if i'm
>> lucky to actually get on line i only get 200k speed (it takes me 3 mins
>> to load the front hotmail.com page!!!)
>
> What does your contract with them say about speed?
> I am willing to bet they have a clause in there about contention or BT
> issues.
> Have you tried doing atraceroute or checking for packet loss to see where
> the problem might lie?
> Sometimes doing a bit of digging and appearing to be knowledgeable might
> help you get through tot he right person or sometimes you can get another
> ISP to raise a complaint.
> e.g. say you had problems connecting to one of our servers and a
> traceroute or winmeter readout showed a fault on your ISP's systems, we
> could send a complaint the other way to them. Sometimes this will get
> through to the correct person or speed up the resolution of the problem.
> Not always, but sometimes.
>
>
>
> --
> Gordon Hudson || Hostroute.com Ltd
> e-mail:ghudson [at] hostroute.net
> http://www.hostroute.co.uk/resellers Host 5 web sites for £9 per month
> http://www.nameroute.co.uk/ Domain Names with free hosting and email
> http://www.myqth.co.uk/ 3000MB of web space for £29 per year
>
Haven't Pipex just bought Toucan?

Steve

> Haven't Pipex just bought Toucan?

LOL... I wonder if this might be associated to my earlier thread...