Always on???

[-pops-]

A friend has been persuaded by the AOL TV advert to get their broadband service.

I tried to advise against this but he went ahead.

After a couple of weeks of a very poor service he was told that he would be better with the 1Mbps system. This was duly obtained.

He now finds that he is cut off after 1 hour. It doesn't matter whether the system is downloading a large file or idle, it cuts out. It doesn't cut out if there is activity on his part - moving the mouse or using the keyboard. He has been recommended by AOL to buy some software to prevent this happening.

Now, I'm on BT broadband. I connect up each morning about 6 am and it remains connected until I shutdown at night - it doesn't matter if I'm using the connection or not - it is there waiting for me.

I always thought that one of the big plus points of broadband (apart from the speed) is the "always on" aspect. Certainly BT are still emphasising that in the literature being delivered with the current phone bills.

So, is this cutting off normal practice with AOL setups? :(

[Sir Radfordin]

Don't know if it is normal practice - perhaps Djohn can tell of his experience? I doubt it and it shouldn't be.

"Always on" is a bit of an odd term - some may think as you do that your computer can always be connected. Others suggest that it means you can "always be on" but you may not always be on. Cable services are different in that sense as there is no-way to disconnect without removing hardware (or disabling the network connection) so doesn't have an 'off-line' mode in the same way that ADSL does.

[andsome]

I wouldn't touch AOL with a barge pole. When I first started computing I had a few INTERNET lessons. On the first night we were all given a sheet of A4 with information about AOL on it, it was headed, "AOL the upgrade of death".

[Sir Radfordin]

I wouldn't touch AOL with  a barge pole.  When I first started computing I had a few INTERNET lessons.  On the first night we were all given a sheet of A4 with information about AOL on it, it was headed, "AOL the upgrade of death".

Comments like this are really unhelpful and don't add value to this thread or any other thread. AOL is one the largest and most succsesful ISPs and there are no doubt millions of people who are happy with it.

I used their dial up access for over a year (never paid a penny because everytime I cancelled they invited me to try them again for another month free) and so installed their software more times than most and never once had a problem.

We used AOL in a previous job for people who went on business trips to the Far East and they were nearly always able to connect without problems to the local AOL service. Few ISPs offer that these days.

AOL isn't just an ISP it is a content provider and in my opinion should not be compared to ISPs who give you a website, email address and telephone number to dial.

Yes people do have problems, but most are no doubt their own fault (as are most computer problems anyway). AOL have provied free technical support with customer service that means something.

Dont judge something simply on someone elses say so.

[andsome]

Sorry if I caused offence. My son had AOL on his old computer before he passed it on to me. When he tried to uninstall AOL everything fouled up, and he had to reinstall Windows. He does know about computers having trained as a Systems analyst and computer programmer. Soon afterwards there was a phone in programme on Radio 4 discussing problems with AOL, and it was inundated with calls. As I said the instructor at night school also warned us. Once again sorry if you were offended, but I can only speak as found.

[spikeychris]

Unless I'm much mistaken it must be a problem with his settings or a problem somewere, AOL will not cut BB off after an hour. I agree with Sir Rad on this one, I used AOL dialup for a number of years when they where the first to offer the monthly fee at a good price.

They are a package deal, you get the lot so the provider is slightly more invasive, not the best choice if your a fiddler which most of us are but for the standard net user who uses the Internet for reaserch etc its ideal.

I also have installed/uninstalled the app lots of times and have never had a problem, in my opinion its an urban myth that uninstalling it is hard work.

I dont doubt you andsome, every machine has its own foibles and sometimes things do wrong

[-pops-]

AOL will not cut BB off after an hour.

But they do and it was they who suggested the extra software (which has to be purchased) to prevent this happening.

This friend isn't a fiddler by any means, he just wants a reliable fast internet connection.

As I said in my opening post, I am on BT and my broadband connection is truly open all the time after logging on until I shut down.

A booklet sent with my latest BT phone bill states:

Automatic always -on connection - whatever you need, the net is always ready and waiting.

another part says:

There are no Internet call charges, no ISP fees and no limit to the amount of time you spend online.

[Sir Radfordin]

"Automatic always -on connection - whatever you need, the net is always ready and waiting"

That statement is open for interpretation. It is always on, even if you get disconnected after an hour the actual ADSL connection cannot be terminated only your connection to it.

Where it says "always ready and waiting" could mean as and when you want it and not always on. It has the potenital to always be used, and is indeed always there for you to use but the connection may not always be in use.

However this is over complication. If AOL have said it will disconnect after and hour then your friend should push to get them to terminate the contract.

andsome - no offence caused, just believe that AOL isn't as bad as a few people make out. I expect a lot of the problems come from people trying to 'clean' up their system when in reality doing so would make no difference.

[-pops-]

If AOL have said it will disconnect after and hour then your friend should push to get them to terminate the contract.

I have suggested he does that.

Regarding the "always-on" statements from BT, I have found, as I said before, that once set up and going (barring BT faults, which are very rare although the power goes off fairly often) my BT BB connection is ready for me whenever I want it and don't have to go through any procedure to reconnect as my friend has to do.

[Sir Radfordin]

-pops- I don't doubt what you say about your BT connection remaining active (Zen/BT ones that I've used do the same) but that is not what is always meant by 'always on'.

[spikeychris]

But they do and it was they who suggested the extra software (which has to be purchased) to prevent this happening.

Pops are you saying that AOL have said your friend has to buy extra software to use thier BB service for more than an hour before cut off? If I was your friend I would ring them up and ask again as I have just rung them and they deny the cut off exists.

Broadband queries: 0800 376 4406 just rung them and as said they say it must be a fault with your friends machine.

[andsome]

When I first installed NTL BB, I used to leave the computer open to this website all day long without having to reconnect. All I did was to periodically look at my last posting, refresh and see if it had been answered. I dare say I could still do this if I were so minded, but as it is so easy to reconnect in all of about two seconds, (the time taken for Google to open), I don't bother. I was getting too many alarms on the firewall.

[-pops-]

Pops are you saying that AOL have said your friend has to buy extra software to use thier BB service for more than an hour before cut off? If I was your friend I would ring them up and ask again as I have just rung them and they deny the cut off exists.

Yes.

I have just phoned him and reported what has been posted here and he is contacting AOL as you suggest.

I will let you know what happens.

Thanks for your interest, everyone.

[djohn]

AOL Broadband is always on, always connected, unless you yourself disconnect.

The dial-up service is also always on, 24/7. But you will on the odd occasion see a message if you have been inactive asking if you wish to stay on-line. Just click yes and they leave you alone.

I think I know what the problem is though. It's not AOL asking, it's IE6 set to disconnect as if he was on a dial up. Somehow he has associated his settings with the dial-up service even though he is using Broadband. Although the message is coming on screen it won't actually disconnect him, it can't because he's on B/B.

[Edit] [it will not disconect him but may close the browser].

To fix. Open IE6 [AOL uses IE] then tools/internet options/Connections tab/Settings/Advanced, and remove the tick from the box. "Disconnect when no longer needed" and from the box, "Disconnect if Idle for X minutes".

This will stop the message from appearing on-screen. Also make sure that the Broadband connection is set in tools/internet options/Connections, and is set as the default dialler. Then place a tick in the box, "Never dial a connection".

I was with AOL for almost three years and very happy with their service and the stability of the software until I changed to Broadband. I then suffered from low speeds of 380-410 kbs also the filters used to block spam were starting to interfere with my legitimate mail. They were very good about it and released me from my 12 month contract [Only served 4 months] without penalty. They said I was welcome back at any time. Now with Zen Broadband.

[expertec]

Djohn was this the 512k broadband? On PC Pitstop it says if you get 85% of the rated speed of your connection you're doing pretty good.

[expertec]

What speed do you get now you're with Zen?

[djohn]

With Zen I get a consistent 480kbs taken from the ADSL site never varies, [Think it must be broke]

AOL did increase my speed to 430-440 in the last few days I was with them, but it was too late I had signed with Zen and I'm pleased I did.

I asked AOL tech dept how they had increased my speed in the last few days, when they couldn't do it before.

"Simple" he said, we just moved you over to a quieter server! I firmly believe that most of the problems are down to the massive advertising and new people joining/leaving. It overloads their servers, only the members who complain through the correct channels receive the service they shoud have had in the first instance.

[-pops-]

Thanks Djohn. You are correct, IE was set such that it shut down after a period of inactivity. My friend denied this at first as he was looking in the wrong place.

This does not reflect well on the bad advice given by AOL in that he should obtain some extra software to prevent it happening nor does it alter their advice to go to 1Mbs after complaining about low speeds - a change to a less busy server may be all that he needed.

Thanks for all your help - everything now AOK.

[Snec]

I've had AOL for years and been on BB for almost two. I find AOL great in every respect except one thing -- their Help (tech?) people are crap. I think they use a flow-chart "cure-all" approach which they can only follow and pass on. They seem to know next to nothing about AOL or computers in general. I suspect they are low paid kids starting out, bless 'em.

But as I say, AOL is a good ISP - so long as you don't want help!

[Sir Radfordin]

It is worth remembering that this thread has been viewed 140+ times and it was only Djohn who was able to suggest a fix - and this no doubt because he had seen the same thing before. It would be unfair to blame AOL staff who may never have heard of this problem.

I agree that this doesn't reflect well on AOL, but there is another point made by -pops- and that is his friend denied it was the problem because he was looking in the wrong place.

Anyway...all questions are easy when you know the answer!

[spikeychris]

"It is worth remembering that this thread has been viewed 140+ times and it was only Djohn who was able to suggest a fix - and this no doubt because he had seen the same thing before. It would be unfair to blame AOL staff who may never have heard of this problem."

Have to strongly disagree there Sir Rad, whoever answered the phone when the friend of Pops rang, "IS AOL" as far as I'm concerned, they are front of house and the ONLY contact he will have. AOL are to blame, they said he needs to pay for software for it to work , I have no interest if they were aware of the problem or not they, AOL said he NEEDS extra software and clearly he does not. I rang the BB info line and asked one of the techs who agreed but with the risk of repeating myself...AOL are to blame.....

[Sir Radfordin]

spikeychris - I agree with what you say, they were wrong to suggest that the aditional software was what was needed. However I still stand by what I said about it being the first time they had seen this problem. All too often is the 'techsupport' guy expected to know the answer to every problem.

They [AOL] handled this in the wrong way - a much better response would have been an offer to investigate, but as Snec points out, the script the poor guys follow probably doesn't allow for this.

Just sticking up for the little guy and not the big company they happen to work for ;)

[ranger]

SR, I have to disagree, I have only read this thread and the first thing I thought of was what DJohn said, I am not tech support, but have heard of this happening and know for example that Pipex support know of this (my sister had done the same and was told what to do by their support) I have also seen it as a item to check on a broadband troubleshooter, AOL are a massive company and I find it hard to believe that they have never had this problem before

[andsome]

SR, I have to disagree, I have only read this thread and the first thing I thought of was what DJohn said, I am not tech support, but have heard of this happening and know for example that Pipex support know of this (my sister had done the same and was told what to do by their support) I have also seen it as a item to check on a broadband troubleshooter, AOL are a massive company and I find it hard to believe that they have never had this problem before

I agree. Surely this is yet another example of the attitude of certain company's. Someone recently reported have seen a job advertisement for 'DIXON'S, it was worded to the effect that vacancies were available in their stores for computer sales assistants, no experience of computing required, just a real will to succeed in sales.