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Tiscali Broadband stopped working

My Tiscali broadband has been offline since Sunday, its now Thursday evenning. Despite numerous emails and phone calls to thier tech support centre they seem unwilling or uniterested in solving my problem.
I have even given them all the info in an email and suggested what action they should take.
Basically there is no ADSL siganal at all. The DSL light on my router does not come on. I bought a brand new router and it has the same problem.
Phoned BT manged to speak to an engineer. I have a good phone line. Now the line goes through Tisacali owned equipment at the local exchange and the DSL carrier is added by this equipment. I am not allowed to ask BT to check it. It has to come from the service provider.

So back to Tiscali tech support again. You have to go through this procedure where they try and diagnose your router and PC settings. They cannot seem to deal with the fact that its a brand new router out of the box (of the exact same type that was working previously up until Sunday night) both equipments have no DSL light. No DSL light means there is no ADSL carrier irrespective of what software settings you might have.
They say diagnostics (run from India) indicates the line is OK and my equipment must be at fault
(right thats the old one and the brand new is it ?).

I even tried escalating the problem to customer care at Tiscali. They just wrote back and said it had been dealt with. Really ? Thats why I still have no DSL signal and no broadband.

I have threatened to cancel my subscription but I think I will let it run a while and keep pestering them until they finally agree to check their equipment. Lets see how long it take me to persuade them.

Frustrated Tiscalli broadband customer

Kevin
 
Another thought

On a previous occaison when my BT phone line was playing up. BT would have charged me a callout plus £100 per hour to fix it if the problem was not part of the line up to the house.

Perhaps the cost charged by BT to the ISP to fix these type of problems is not econnomic for the ISP and it makes better business sense for them to fob me off and pretend its not thier problem ? ( or is it more simple and they are just incompetent ?)
 
almost all the ISP try to pass the buck in saying the fault is at your end / equipment as they want you to do their job for them that we pay them to do & provide a service. They just come up with excuses all the time & farming the work out to India just prove it cheap wages???? the longer they keep you on the line the more money they earn!!! it is time for ofcom to act in getting all the ISP's to provide a proper services for which we are paying for full stop!!!
 
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that and ban call centres in india, forgive me for saying this... but l like to be able to 1. understand who lm talking to 2. them to be within offcoms jurisdiction (aka the UK) for all thats worth and 3. at least train them up so they are actually helpful which makes it more worth the premium rates most ISP's charge for calling them...

l dont think thats much to ask, but sadly l believe all they will continue to do is cut corners and work labour on the cheap, we are getting what they pay for... cheap tech support thats crap, sadly its not fair...
 
Log all the calls (when and who you speak too), emails, and everything they have said.

They have to give you a connection, that what they are being paid for.

If you complete the checks they tell you to do (no matter how stupid), then do it, and then they cannot ask you to do them again.

If you ring up, and get some muppet say 'Well check this etc etc' you say 'NO, I did all of that on xxxx date (which you will have logged) when you spoke to xxxx (which again, hopefully you will have logged).

If they tell you to do the same tests again, or say its your equipment and refuse to take it further, tell them you will be contacting Citizens Advice and OFCOM eventually if this doesnt get resolved.

Also tell them, that if they dont try to fix your connection and keep fobbing you off, they are in breach on contract and you will take them to court in order to get a MAC without paying the rest of your contract, and also money back for the months of service not provided.

Regardless, you should get away from them no matter the outcome.
 
Tiscali did some 'essential network enhancements' in our area on the 11th January and I have had problems since then. I cannot send or delete e.mails and I cannot log into certain web sites (i.e. eBay, BT) but I can log into other websites. I have been contacting Tiscali support almost every day since then and they say it is a problem with my computer and just suggest the usual - delete cookies, delete temporary files etc. BT have said that there is a fault but Tiscali need to contact them so that they can resolve it. Just been on the phone to Tiscali and they say that as far as they are concerned everything is working ok. Basically, the person I spoke to said that there is no more they can do and he put the phone down on me! I work on a helpdesk and if I did that, I would be sacked. I don't know what to do next. This is my 17th day of problems and I have tried everything. I feel so frustrated ! :mad: :mad:
 
Tiscali did some 'essential network enhancements' in our area on the 11th January and I have had problems since then. I cannot send or delete e.mails and I cannot log into certain web sites (i.e. eBay, BT) but I can log into other websites.

It sounds like it could be an MTU issue, you may have been migrated onto a datastream or LLU connection.

Try reducing the MTU on your router to 1430, if your router has an 'MSS' setting reduce that to 1390.


If that doesn't work or if you use a USB modem that doesn't have an MTU setting download a copy of DRTCP http://www.dslreports.com/drtcp select the correct network adaptor and reduce the MTU (maxMTU) to 1430. You may need to reboot.
 
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