Adsl24, http://adsl24.co.uk/

The service I have been receiving recently is slowly deteriorating. Despite ADSL24's 'original' pledge of no throttling or traffic shaping, I am now convinced that it is being implemented by stealth. I have been in contact with them in this regard, to no avail.

Unfortunately that pledge has also disappeared from their Website, since ADSL24's acquisition by Coms Group. I was happy with their service until recent incidents such as being contacted by them to be told that my Broadband service was being processed and then activated - after nearly three years of literally fault-free Broadband service provision by them. I then started to worry and the fear that things are changing for the worst!

I gave them the benefit of the doubt initially, and the chance to correct and adjust the situation. But the 'cold' response I received instead was that "currently, everything appears fine... And that would I like to close the ticket that I raised?". The service is slowly degrading. I am afraid it seems it is time to consider the alternatives - as much as I would hate doing that. I was reasonably happy with the service. A nice gent called James used to be my point of contact; not any more it seems.

Once again, a small player is being gobbled up, leading to worsening service delivery. I have experienced these activities several times over the past 13 years. Few of the providers resorted to lies and deceit, where as others would throttle your bandwidth, ruthlessly.

This review is for late December 2013, moving into 2014. If you wish to join ADSL24, be very careful as the transition and the acquisition has severely dented my confidence in their original pledge.

For your information, I transferred to an LLU - not with Cable and Wireless, though. It was as good as it could get. In fact, it was the best I had experienced. Now... It is a real shame that I cannot say that anymore.

I've had quite a sour experience with ADSL24

1. I signed-up for broadband and was left with only an activated phone line 2 weeks later, evidently they couldn't give me broadband

2. I was told my set-up fee would be left as credit on my account, but they forgot

3. They charged me next month for the broadband they failed to provide!

4. They have no support except for Mon-Fri 9-5, because nothing goes wrong out-of-hours right

5. You can't change you password for your online account on their website, they set mine to my name!

I've had to spend a lot of time on the phone to them

I really wish I'd never signed-up with them now

Have been with ADSL24 for a couple of years.

Service speed has deteriorated unacceptably in the last 2 months. Often getting 1 MB/sec or less in the evenings.

Customer service is polite, but my problem is not fixed, so I shall soon be changing ISP.

Overall am satisfied with the service. However, when you exceed your usage allowance for a given month you are asked to buy top ups. They say that these will be rolled over if not fully used. But you end up paying for usage already covered as part of the service plan and they don't roll over. Be aware of this.

Have been a customer for over 2 years. Had to cancel my home broadband and its taken me over a week to get a MAC code, and I still don't have one - I have to phone up next week. Customer Service was not particularly helpful.

I am still with them at work and just requested 8 ip addresses (as they state you can have on their website). This is very deceptive as they have 'run out' so we need to request one and then wait for other people to expire theirs - the current waiting list is over 6 weeks.

Overall, as a provider they have been fine (no loss of service etc) but their customer service experience has left a bitter taste.

Too costly in this day and age - but you get what you pay for!

We've been with ADSL24 since 2007, 3 years now. The service has been faultless and customer service excellent. The only problem I have is the cost which is not as competitive now in comparison to some other ISP's, though I do suspect that you get what you pay for. Having said this, we are likely to be leaving ADSL24 as we are looking at combined TV/phone/broadband deals; I hope we don't regret it!

ADSL's C&W LLU service brought nothing but misery and proved to be completely unusable; constant dropouts, low speeds and a completely and utterly ineffectual support ticket team who take weeks to reply to tickets and don't offer any answers whatsoever.

From the move in late November, my first ticket was on 1st December to alert ADSL24 to the fact that our router couldn't hold a connection and had to be restarted every few minutes. The answer was to wait until it balanced itself and that a fault couldn't be raised with BT until after 10 days. It's also worth pointing out I am using one of the compatible routers listed for the LLU service.

Ten days later, it was still unusable so I contacted ADSL24 again. They logged a fault with their supplier and 2 days later came back with a cut and pasted set of questions asking all kinds of details about times of dropouts, possible electrical devices that could be interfering etc. I then started keeping a log of all dropouts in a spreadsheet, and of course also replied saying that it was strange that the faults coincided with the change to LLU and was fine before hand - this surely meant that it couldn't be an interference issue at our end? Changing sockets with the router didn't work, and the dropouts in my spreadsheet were going ballistic.

This was all taking a very long time of course - at one point a ticket took 15 days for ADSL24 to respond to! By the New Year, it was no better and I requested my MAC code. I asked if there was a possibility to move back to Entanet. Ten days later, ADSL24 responded to this by saying yes, but it would cost me another connection fee. I then used my MAC code and moved to another provider.

...whaddya know, upon moving to my new ISP, the dropouts stopped, the connection wouldn't drop every time the phone rang and I was getting faster speeds. In other words, all this uncertainty about it possibly being something to do with a fault in my house was rubbish - the same setup was working perfectly with another ISP.

I pointed this out to ADSL24 and requested that they should consider refunding me at least the connection/setup fee for moving to LLU as I could now prove it was a fault at their end. I made this request on 21st Jan. On 22nd Jan, they closed my ticket without a reply. I reopened the ticket only to find that they've closed it again a week or so later, again without a reply.

After 21 DAYS, they finally replied saying no to my refund and saying that there hadn't been enough time to run tests and that my router was to blame, even though my router works fine with my new ISP. Unbelievable!

So for the reasons above, AVOID ADSL24 or indeed any C&W LLU service!

Having been a subscriber for quite some time, I was perfectly happy with the service, which usually meant a speed of between 4-5MB. However, with the arrival of what was laughably described as '21st century network' (they claim it was all Gordon Brown's idea, which explains so very much) on 13 August, the whole thing fell apart, for me, anyway, and please bear in mind that I neither asked for, nor wanted this so-called upgrade. Anyway, on 13th August I lost my broadband connection and was unable to contact adsl24 by phone because, wait for it, their incoming calls are routed over VOIP (no broadband=no phone contact=no support - a masterstroke). Anyway, as I pay my bills to enta.net they were available to provide support. They just didn't! It's indisputable that their service staff are extremely pleasant people, and believe me, over the five days that they failed to offer me any help at all to re-establish a connection, I got to know a whole lot of them. It was an endless stream of advice of the "try again", "try in the morning" type. In the end, and bearing in mind that I am 65years old and not too sprightly in the technical area, I was forced to ask (and pay) an IT acquaintance, who managed to get me back online by downloading some new router settings via his iphone,something I could never have done. However, my download speeds were beyond pathetic, around 1mb, so even more calls to enta.net. Although I did not seek this, a BT engineer arrived and advised that my line was capable of taking up to 9MB. I made no changes to any of my hardware or software settings (beyond my ken), but within a day or so, up went my download speeds, up to a giddy 8MB+. Joy. Short-lived. Next bill showed a charge for £150 for the BT engineer, which I have appealed and the result of which I await. However, in the course of a telephone call to complain about this charge, I was told that as my IT buddy had changed the router settings it was clearly a problem with my equipment, so tghe charge would probably stand. Unbelievable. They just don't seem to understand that had the IT chap not done the job that they should have advised me to do over the phone (they DO call themselves '[email protected]'), then I would still have no internet service. Anyway, bottom line - I am now back to no more than 2.4MB and enta.net are not prepared to undertake any support action until and unless I go through the whole process of changing router, filters etc, and none of which was necessary last time round, only a couple of months ago. Draw your own conclusions.

ADSL24 was pretty good when I subscribed to them, back in May 2008. However, in recent months, connectivity issues have arisen: from 'random dropping', to slower speeds.

I put up with the changes they introduced with regards to the 'reduction' in hours for the off-peak period (from 10 hours to 8 hours). Then they tried to entice me to move over to their LLU, which I ignored. Oh, I remember James @ ADSL24 being a helpful chap; things can change, though!

Recently, they claim that due to customers' complaints, they are monitoring everyone's usage... Frankly, I smell a rat! I think it's time to look elsewhere; any suggestions, please?