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Virgin broadband - I love it. It's really fast, is very rarely down and I have had no problems with it whatsoever. I'm massively impatient and always have at least 5 or 6 tabs on the go at once along with background downloads and Virgin have never capped my speed and the pages always load very quickly. It was a dream to set up (even when factoring in that I needed connectivity with my Xbox 360 in a home network) I honestly couldn't go to another broadband provider after being with Virgin, based purely on the brilliance of their product.
My only issue is the supplied Netgear router isn't really up to scratch, though it is replaced for free each time it conks out (3 times and counting) and this happens relatively quickly, the replacement that is.
The phoneline is a whole other story. I only went with the Virgin phoneline for the broadband price discount if you take the two together. From the get go the line has been very crackly, to the point where I end phonecalls because it is too annoying. They have apparantly 'fixed' this issue more than ten times, yet it always remains the same. It never happened when I was with BT, and I have changed my phone handset repeatedly so I know for sure it is the line. I have since got tired of telling them about it so I just put up with it and use my mobile as much as I can. Hopefully this issue is something that doesn't affect the majority of people, but I thought I would mention it.
The phonebill has also been a point of contention. Their packages are not competitive in the slightest and they will for want of a better word 'rape' you for every penny they can. It is so much cheaper to get a mobile to mobile call package from a mobile company. I don't recommend their phoneline or its packages in the slightest.
My biggest point of contention is their customer support. It is BEYOND shocking. In all honesty you could sellotape a phone onto a monkey and it would undoubtedly resolve your problem faster that Virgin's customer support people do. I won't go into details as it annoys me even thinking about it, but essentially the broadband service is the very best I have experienced, it just pains me that I have to receive it from Virgin.
Warning: They charge you if you pay them by any other method than direct debit - but since being mis-billed more than once, I cancelled the direct debit, so I could check each bill before payment, as they refund only in credit. This now costs me extra money each month. Just thought I would mention it.
I have just had Virgin installed in my home and thought id share my experiance with you all.
I opted for Virgin after many days of searching for the best deal that suited my needs. I only wanted the internet connection and phone line.
Virgin Media were extremely helpful from the start, I couldnt of asked for more they explained everthing to me and again and again until I understood as im not a very technical person lol.
From Virgin you can choose from many different bundles i.e broadband and phone or broadband, tv and phone etc you can mix and match what you would like and there is always a good deal that goes with it for example i chose broadband and phone so i recieved free installation and free connection for 2 months!
Virgin have great deals for just about any of your needs, if you recommened a friend to join Virgin you and your pal recieve £30 off your next bill. The offers and deals change from time to time your best bet is to look on their site www.virginmedia.com
The site helps you and guides you threw all you need to know, there is also online customer service chat which is amazing I spoke online chat to a lady called Emma who guided me threw everything it was so helpful.
You can also manage your bills online with Virgin its called ebilling and if you opt for it you save even more money you can view and pay your bill here by just logging in with your account number.
Even as an exisisting customer there is always special rewards or offers so its not all just about first time customers.
I had my internet installed last month @ £5 per month for 3 months and £14 thereafter.
Installation was quick and easy, I recieved a free wirels router and guidance on how to use everything that was installed in my home, they even cleaned up after themselves! I had a little box installed inside and outside of my home, a wire leading from my plug socket to my router. So no hassle to me or my home.
I would highly recommend Virgin if you are thinking about internet installaton, I cant find fault with them even though its only early days for me other friends and family I know would tell you the same.
I was with Sky before I joined Virgin. I had bad experience with the broadband and customer service with Sky but the sky box (cable) was good. I decided to transfer to Virgin considering they were offering fibre optic internet, cable and phone without having to pay extra for BT rental at the cost of around 30 pounds a month versus sky's 55 pounds a month plus BT line rental.
I have to say the quality of the cable internet is so much better! Considering it's fibre optic, there is less 'noise' and it doesn't get disconnected during strong rainy days. I had problems connecting my iPhone and my partner's mobile phone to the wifi with sky but with Virgin's internet, both mobile phones connected so easily! The speed is also very good. Tremenduous difference from the previous service.
Phone Line -- I don't use the phone as I am hard of hearing but my partner who uses it says it's satisfactory especially that during the weekends, phone calls are free or something. Good thing is we don't have an extra bill from BT. It's already included in the package.
Pros: I like the channels we get, I like the on demand things, there's also karaoke, plenty of music choices, movies at a low price (lowest is 99p). I also like the fact that you can record two shows and watch a third show at the same time.
Cons: In switching channels, it's very slow. The control annoys me especially that everytime i press forward, the record button gets affected and message starts appearing on screen saying i can't record a recorded show (i mean duh). I think the play-pause-record blah buttons should be in the bottom of the control and have like a sliding mechanism to stop certain accidents like dog stepping on it or a child playing with it. the box hangs quite a lot. There's always a need for unplugging and rebooting the box and it gets frustrating.
I have been with Virgin for several years - in fact, since it was NTL. I signed up and joined the computer revolution when I realised that my daughter seemed to be the only one in her class with out a home PC.
Installation of cables was ok and not too destructive. The contract was initially for 18 months which I was not too pleased about did not prove too much of a problem as I have stayed for years anyway. Problems have always been solved in a timely manner but often, just as I want to watch an 'On Demand' programme, it is 'temporarily unavailable'. Sometimes I just disconnect the power supply from the cable box and then reconnect it and it works again.
I have a basic broadband, phone line and free basic cable tv that comes with the phone line. My package costs around £20 - which was a bargain when I got it a few years ago. I am not sure it is the best I can do now - so if anyone has a better deal please let me know!
Unfortunately, the reason I got the good deal some years ago was because NTL (around the time of the changeover to Virgin) was continually making errors on my bill and charging me more than had been agreed. This meant constant, timewasting calls to the company to rectify the errors. Eventually, I wished to disconnect. They vowed to stop making mistakes and settled on a 'good' price. They honoured this and I stayed.
The basic broadband is absolutely fine and fast enough for me (I'm impatient). I enjoy having cable tv and also having the Virgin 'On Demand' service which allows me to watch programmes I have missed. Unfortunately, the 'On Demand' movies are often really expensive to rent for just 24 hours (£3.75). Often the price for quite old movies that have already been on terrestrial tv are the same an brand new releases. In this case it is cheaper to buy them from Amazon! However, a movie rental is often a spontaneous thing and Virgin capilalises on this. Some (few) movies are on special offer. They are usually the ones that no one wants to watch.
So, will I be staying with Virgin? My decision in the near future is going to be purely price-driven so that depends if I get a better deal from Virgin. I am aware that Talk Talk can offer a basic broadband and phone line for around £7 a month. As my tv is a digital one already, I could live without cable. We shall see.
Recommended? It depends....
I have limited experience with this company, but so far my experience is not good. I have recently moved into my Grandfather's house following his death, and he was a Virgin subscriber. My uncle got the forms to transfer the account into my name. Firstly there is a charge to transfer the account, an 'admin fee' of £20. A bit low given that someone had died. The form include a direct debit form, with no detail at all about how much the direct debit is, what service I am paying for, etc etc, so I decided to give them a call. Unfortunately, they ask me a 'security' question, which is 'what services did my Grandfather subscribe to' and 'how did he pay'. I responded by saying that since he is dead, I am unable to ask him. They have a copy of his death certificate and confirmation from the executor that I am taking over the account legitimately, but since I couldn't answer the question, 'computer says no'. I am fully aware that my situation is somewhat uncommon, but I feel that if this is how Virgin treat people, I will cancel the account immediately. Another reviewer has said they are only after your money- I would vouch for that! The letter I got from them said 'we are sorry for your loss and aim to make this as easy for you as possible...'- what, by charging me £20 for the transfer and by not telling me how much, or even what the service is? I don't think so!!
the worst ADSL internet company i have ever been with. Stay clear everyone.
virgin net well where do i start ?
Virgin took over from the awful ntl and nothing has changed in fact things are worst than ever,
If your thinking of signing up to virgin for your broadband and tv etc id advise you against it.
In my experience over time they are al awful company who only seem to eb intrested in how much money thay can make from you.
Firstly their charges are not clear, they are constantly changing there prices, They charge you £5 a month as a handerling fee if you dont use direct debit which is crinimal in my book.
They are far to free and easy to slap a late payment charge on you.
There service is not reliable brodband has gone down twice already this month.
If you are a little late with your payment they will restrict your services or cut you off and this is done if you only owe £13 disgusting company who seem to have the monopoly on the market.
if you have a querie then good luck getting through to anyone on the phone , first you have to go through a dozen numbers to press then finally if your lucky you will be put through to someone who doesnt even speak proper english, so trying to understand what they are saying or visa versa is another complete nitemare adding to your already annoyed day.
my advise if you have a bt line use some other provider. because virgin are a expensive and disapointing company
I joined Virgin as a telephone and broadband customer just over a month ago now and am very pleased with the service I've had so far. I ordered a special deal online which offered me medium sized broadband (up to 4mb) and a phone line with free weekend calls (restrictions apply) for just £15.50 a month. The best bit was, ordering online meant I only had to pay a £10 installation charge! The reason I looked at Virgin in the first place was because I was already paying BT a premium every month for my broadband and phone, plus they wanted £125 to install a line at my new address. So now, instead of having to pay BT around £45 per month, I pay Virgin around £20 per month. Plus I saved £115 on the installation charge of course.
Set up was quite straightforward and I was able to choose a morning or afternoon installation slot when I ordered online. The engineers (two of them) came when they were supposed to and did the job in about twenty minutes. They were really friendly and polite and one of them even insisted on taking his boots off so he didn't get mud on my carpets! They handed me two small leaflets as they left, one for the phone and one for the broadband, and I liked the fact the user guides were so straightforward.
The only small problem I had was getting the broadband activated. I had to telephone the engineer service line to get started which annoyed me as it costs 25p per minute. That is, unless the technician deems that your call is their fault, in my case they didn't say what had caused the problem but they did say there was no charge for my call. It says when you ring that if the problem is at their end they won't make a charge and I think that's very fair. So dozy people who ring up because they've just not switched their box on or something will have to pay but those who have genuine reason to call technical support won't have to. My problem was solved over the phone in nine minutes and I was up and running on the internet at a good speed.
The phone service has been fine too. I don't have caller display which is a little annoying but nothing to worry about given the low price I pay. The engineer checked the dial tone before he left and I've been up and running continuously ever since. Calls are free at the weekend for up to one hour though there is a 7p connection charge. At other times, calls cost just a few pence per minute (depending on the time you make the call). Obviously it costs more to call mobiles, but I've still found the prices have left me £20 per month better off than when I was with BT. They even offer most of the same features BT do like free messages (1571) and withhold number etc.
I'm very pleased with the service I've received for the price I've paid. The staff are friendly and helpful, the equipment (for broadband) has all been provided for my £10 installation charge and the service runs smoothly without interruption. I just wish I'd saved myself a few hundred pounds and transferred to Virgin sooner! You can have a look at their current offers by going to: http://allyours.virginmedia.com/
I have been a 'customer' for 6 years. They have been my first and only ISP. Until my 'upgrade' to the 8Mb service all has been well, and I was very happy. Just before the upgrade however, Virgin told me I would get 4Mb not 8Mb. That was fine again, and I was quite happy with that. In reality however, I typically get between 150k and 1.5Mb (on average 800k). I get random drop outs. Gaming is impossible. Downloading is tedious. And customer service spend their time blaming BT, my phone line and the weather (and I pay them 25p a minute for these nuggets of IT wizardry). I am the one chasing BT and Virgin. Making calls and sending e-mails etc. What are Virgin doing for their money? Very little as far as I can tell. They tell me that BT won’t do anything so they don’t bother either. Why don't they get off their elbows and make BT sort this, if indeed it is BT's fault? It seems many of their customers have this issues, and if Dickey Branson was still in charge it would get sorted. Unfortunately, the legionary NTL now run Virgin.net, and the results are not surprising. For this I pay them £25 per month. I am off to find someone better (perhaps BT).
I originally started using virgin.net as a dial-up ISP about 2.5 years ago.I was on their 24/7 service and it was ok until they were taken over by NTL. Once NTL took them over they kept disconnecting me every half hour or so.
Asking my friends, family, acquantainces and colleagues it seemed that lots of dial-up ISPs where doing the trick of disconnecting people every 30 minutes to an hour. This seemed to be because they were trying to make people move to broadband as broadband was being advertised very heavily then.
I then decided to upgrade to broadband. After a lot of hassle (which was not virgin.net fault it was AOL's ) I got my broadband connection. I was happy with the service because I was not tied into a 12 month contract, the speed and the reliability of the service was as advertised. The service has not been down once in the year I have been connected to them due to any fault of virgin.net's. The only time my connection was down was when a workman decided it would be a good idea to change some electric cables at the end of the road and at the same time cut half the street's phone lines.
I originally chose virgin.net as I wanted an ISP that didn't tie me down for a year as I was going to move anytime within 12 months. I am now moving. And this is where the hassle has begun because I had to interact with their Customer Service Staff.
I phoned up to cancel my service a month before I moved. The waiting time to talk to a human was about 15 minutes. (This waiting time is actually not as bad as some other companies i.e. Marks and Spencers which is 40 minutes but not as good as Barclaycard or American Express which answer you immediately.) I was informed I could move my service over to my new address. I though this would be good as I could keep my old email address whilst I sorted out other things. So I agreed on the phone that my cut of date would be 29th October at my current address. I then recieved an email the next day stating that my cut of date was 10th October. I replied back by email that I agreed a date of 29th October on the phone. The email reply was the cut off date was the 10th October. I then email them back and said if you don't move the cut off date, which I have already agree to, then I don't want your services anymore. I then received an email stating that they had got it wrong and my cut off date would be 29th October.
So far so good- however if you move to a new address it takes 7-10 days for them to set up your broadband.
So I contact them again to ask them what my dial-up access number was. I did this on their website using the form to contact customer services. I got an email reply back which started with the fact that I hadn't included my special password in my request, which is normally my mother's maiden name, and therefore they couldn't give me the phone number I had asked. It then proceeded to give me instructions on how to set up a modem internet connection. This would be helpful but that was not the question I asked.
The customer service form on the virgin.net website:
1. Is not secure (i.e starts with https)
2. Did not ask for my special password
Also email is not secure.
I decided I have had enough of their customer service so I wrote an email stating that due to their unhelpful customer service staff I would be cancelling any move with them and I would telephone them tomorrow to do this.
I got a reply back stating:
1. Head office said they could only give the dial-up number if the special password was given.
2. They had to inform customers of the cost of dial-up access. Strangely the email doesn't have the cost of this access however this information is written on the website but the email didn't provide a link to this.
3. I would have to ring them to cancel my order.
In short virgin.net broadband is good as long as you don't need any assistance from the customer service staff as:
1. Departments don't communicate with each other
2. They can't read emails and don't seem to understand the basics of internet technology i.e. if it is a non-secure connection you cannot ask customers to send their mother's maiden name to you.
3. To phone them is either local rate or a £1 a minute charge.
I used to have a Virgin Net PAYG internet-access account, but it was withdrawn due to lack of use (my parents opted for a rather unreliable BT Openworld connection, but that's another review). Anyway, when I moved, I resolved to find myself a monthly-subscription package that included 24/7 net access for a reasonable rate and with someone that could cope with my almost-constant net access at weekends. I have a 56K modem, and broadband access wasn't (and still isn't) available to my little flat, so any introduction of that wasn't important to me - I'll stick to my dialup access for now thank you very much. I had a little surf around the web, trying to find some advice.. my two main choices, Freeserve and BT were discounted for two main reasons - Freeserve because I'd seen it in action (or not) at a friend's - constant connection refusals, disconnections for no reasons and so on; and BT because the only way at the time to set it up was to tag it onto your phonebill as 'surftime' which I wasn't interested in doing. Anyway, eventually, I happened to browse by Virgin.net for old time's sake, and noticed that they'd introduced a 24/7 package for £13.49 a month. A quick tally of this against Freeserve's (then) £13.99 a month and BT's £14.99 (or something equally extortionate), made my mind up for me there and then. With my trusty Mastercard in hand, I signed up. ~~ Details ~~ Logging on to the homepage www.virgin.net gives you a 'busy' front page to say the least. However, on the right hand side (at the time of writing) there are fairly large links with the internet access packages detailed on them. "virgin.net 24 Seven" is the modem dialup monthly subscription and is advertised at £13.49 a month. "virgin.net broadband" is also advertised but I wasn't interested in that! Clicking on either of these links gives you more information on
the offer. There's also the option of comparing Virgin.net's packages to ensure that you're choosing the right package for you (a choice between broadband, PAYG and 24 seven). I'm on "24 seven": You can pay the fixed monthly fee of £13.49 a month by Visa, Visa Delta, MasterCard or Direct Debit. Direct Debit is a fairly recent addition, as when I first signed up you were only able to use Mastercard, Visa or Visa Delta. You need to have a BT line which you will use to connect to the Internet. Reasons for this is as follows (taken from the FAQs on the Virgin.net website): - "Why do I need to have a BT line? - Most customers using an unmetered Internet service need to have a BT residential line - this is true of most Internet Service Providers, with very few exceptions. - BT supply a FRIACO (Flat Rate Internet Access Call Origination) network which carries unmetered Internet traffic. This FRIACO network means that we can offer a flat rate price to our customers and so the customer will not see any Internet call charges on their phone bill." You also get 5 free email addresses and 10MB of free webspace (details on how to set up additional emails and your webspace is available at the homepage). Customer Support is also available and you have a choice of whether you would like this added to the cost of your monthly package at £5.99 a month (all phonecalls to support are at "lo-call" rates), or you can choose to call them when and if on a premium rate number. I opted for the latter as I'm a fairly experienced web user. If you like what you see, there are two options on the left of the screen - one for 'new customers' and one for 'existing customers' who wish to change their package. The actual set-up and registration to Virgin.net is very straightforward and quite simple. Even before you begin your registration, you're asked to confirm whi
ch package you want (24-seven or PAYG). You can cancel the registration at any time by clicking the 'cancel' button. You're asked to fill in all your personal details - this is so that your payments can be authorised against your address (you can also use a credit/debit card issued to another address - useful if you're a student, for example - you can specify this when selecting payment options). At the end of the registration process, you are offered the choice of having your computer set up for you by the Virgin registration, or you can set your own PC up. I chose to set my own PC up, but opted for automatic setup for my parents. There's no nifty posh icons and Virgin doesn't try and close itself when Internet browsers are closed down (useful) or open browsers on dialup. It's just a means to connect to the internet. If you want to do your own thing on the net - you don't want an integrated front end (a la AOL) or nifty dialup icons that stand out a mile (a la BT), then this is for you. There's no reason why the novice user couldn't use Virgin Net as their main access package - but it's not as 'colourful' as other ISP's. What it lacks in front-end 'pretty' offerings, it makes up for in connections: I am pleased to report that I have had no troubles since I signed up. I've been on Virgin.net 24 seven for about 6-8 months now. In that time, I've never been disconnected for being idle for 10mins (despite their ruling that I would be) - thus making toilet breaks/tea making trips more than possible when on the net. Reconnection has rarely been a problem - I can honestly say that I have never had problems reconnecting after my 2hr cutoff, and reconnection has almost always taken place on the first attempt - even in peak hours. I also regularly achieve 45K or more on dialup (given that my modem self-limits to 48K that's pretty good!), and my parents an
d friend both report 52K on dialup on average. ~~ My Experience ~~ - Connection: First time, every time. The only time I've struggled was on Christmas Day 2002, of all the days!! - Timeouts: Never experienced, despite Virgin placing a 10min non-use timeout on the server. 2hr cutoff as standard. - Reconnections: No problems, reconnects first time after two hours. - Billing: Billing date is the same day of every month from the day you sign up. No over-billing or problems - Customer Support: Haven't had to use them, but would imagine that they would be helpful in resolving problems (can only speculate though) - Ease of use: Very easy - from signup to dialup, no problems at any time in the last six months. ~~ Since signing up ~~ I receive update emails from Virgin on a monthly basis; I could choose to opt out of receiving these, but I quite like them - plus there's always a competition or two to enter! Changing address/phone number is no problem at all - as my parents (who have now also switched to Virgin 24/7) found out when they moved recently - we logged on to the homepage; and found it easy to navigate to the correct pages to change our address. Changing the phone number was also as easy - and required the necessary forms to be filled in to notify Virgin.net. The homepage offers the ability to change your mail accounts, payment type/details, contact customer services, change your password, forward your mail elsewhere.. you name it, it allows you to do it. ~~ Extra ~~ Virgin Net has recently won the PC Pro Best ISP Dial Up Award for 2002. In my opinion - quite rightly so as well! ~~ Recommendations ~~ I wouldn't hesitate to recommend Virgin.net as an ISP; to the extent that my sister, parents, and friend have all since signed up to Virgin on the back of my good experiences with the service, and all report no problems. I should comma
nd commission for my praise! ;o) ## My prehistoric system details ## My little PC runs Virgin Net happily as it doesn't install any big front-end files - a simple addition to your Dial-up networking is made in order for you to connect to the Internet. Just in case you're thinking 'will my PC cope?' - this dinosaur does: AMD-350 with 64mb RAM and a 4.1gb hard drive. I've also seen a Pentium 100 with 32mb RAM and a 2Gb hard drive run it, so I would be confident in saying that there's probably no reason why anyone else wouldn't be able to use Virgin.net on their PC - certainly not PC hardware related reasons, anyway!
Virgin.net is one of those ISP's that is basically border line between excellent and bad. Virgin.net has caused me problems from accessing various websites to not being able to setup correctly. Virgin.net's help line is excellent if you wish to pay a hefty fee of £1 a minute but also offers free e-mail support. While Virgin.net's not bad...It's not exactly brilliant! Virgin.net seems to hate shockwave and is a pain in the bottom if you have a little smart box such as cable and wireless. List of problems so far (After 3 days) Problems setting up - Registration page crashes - Problems accessing website List Of good things found so far Easy webpage - fairly fast connection speeds - good help line and e-mail support. While these all balance out it makes Virgin.net an ideal candidate for someone who doesn't want to play games and jst wants to browse plain old websites! Oh well! I may just get this webpage problem sorted out soon!
I used to be on a cable phone line and really wanted to connect to an unlimited access ISP. This is really difficult on a cable network. Most ISP?s require you to have a BT land line but I did find one ISP that I really did like called nutshell.net. I was very happy with them until that is, they suddenly went off line with no warning and explanation to their customers, then I found they also took the next three months payment (which wasn?t even due for another month) from my bank. So after a lot of thought I decided to change to BT, just to get unlimited access I hoped I could rely on. When you have a BT land line, not only can you get unlimited access you also get unlimited choice or so it seems. After spending awhile looking into many possibilities, I decided to take up the trial offer with AOL but I could not get on with there browser and I didn?t like the way they seemed to take over my entire pc. And so it?s back to the unlimited choice. When Virgin net caught my eye. 24/7, yes, that was what I wanted. IE browser, yes great. Only 13.49 per month, even better! 50p per minute help line, mmm not so good but I?ve been using the internet for a while now so should I need to call them. I haven?t needed help lines for a while and the help line is actually free until you are up and running and get you first welcome email? well that sounds ok. So I got on to their web site and clicked join, a couple more clicks with no bother at all. I am now a virgin.net surfer? and have been for well over a year now. I have not needed to call their help line once, not because I?m an expert or anything, just because it runs so smoothly I haven?t needed to. I think I have had a problem connecting about five times, which was at peak time and I always connected second time around. The only down side being, the ten minute cut off, if your busy working on something, like a Doo Yoo opinion (which I now simply do
in word and then cut and paste when I?m on line) which I think most of us have to suffer. I would recommend them to anyone as the best around and tell you not to worry, about the 50p per min help line, as you might not even need it. If you do need the helpline, you can pay them £5.00 up front per month, and then you can call them as much as you like for a low rate call but I have never needed them.
Recently signed up to Virgin's 24seven anytime access package. The package promises fast and reliable internet access with free email tech support if needed or a variety of paid for tech support options from £1 a minute. The package costs £13.49 so it seems a very good deal and since everyone else historically seems to think Virgin is good I've signed up. Now, the reality. Over the past week and a half since signing up I find the connection is not fast and it's certainly not reliable - keeps hanging yet not dropping the modem connection, stalls and goes away effectively. Fast is one thing but reliable is essential especially if you're filling in online forms and the like, and for this it's unusable so far. Having tried emailing the free anytime email tech support I have had no responses at all since the first one 1.5 weeks ago. On top of that trying emailing their feedback address also is ignored. So far, neither far, reliable or free email tech support access plus appallingly bad customer service by the looks. Maybe they have loads of people signing up, I don't know, and frankly, to me, it's not relevant but it's another example of an ISP failing to live up to its promises despite customers paying for them. In this case it's also misleading advertising too. Incidentally my PC settings seem OK as I can connect to my original ISP just fine and BT say the line is OK and so on. I would steer clear of this.