Morning,
Right - I'm looking to change ISP - had enough of those morons at Tiscali...
Here's a complete record of my woe:
No apologies for formatting / spelling as this has been an ongoing text file since 14th July 2006...
Read if you dare!
Ordered Service on 14th July 2006
20th July 2006 phoned to Check progress - advised we should be active by 22nd July 2006
21st Got welcome letter and confirmed user id / password.
Phoned on 22July 2006 as no connection to Tiscali (but getting upstream / downstream on the router) confirmed router settings where correct - advised that the line will need to be tested again - 24hr - 48hr turn round. Stated this was not good enough and wanted escalated today. Call was escalated to a department that didn't work at the weekend! Advised to wait for 48 hours...
23rd - Chased to check progress - again getting upstream / downstream on the router and confirmed router settings where correct - will have to wait 24hrs for call.
24th - no phone call - chased again....
Chased again on 25/07/06 was promised a call by 6pm. (Agent Ajit) No call. Phoned at 6:05pm to chase yet again.
Agent Rohit has also now escalated the issue again and I expect to get a phone call tomorrow. Please wait 24 hours...
26th - Still no call despit agent Rohit virtually pleading with me to give him a chance to sort it. Tiscali supplied modem arrived. Installed on laptop and got instant connection - re-checked router settings. Found a Tiscali support page that stated that encapsulation should be set tp PPPoA not PPPoE. Was told 5 times by Tiscali suppot that is should be PPPoE - wrong info given. Changed encapsulation on router to PPPoA and got instant connection. Still no call as promised although this would now be pointless as the connection was working.
27th - Requested line speed upgrade via Tiscali web page. Should be upgraded to 2Mb in 96 hours.
28th - Internet OK - no issues
29th - No internet access at 09:20. Checked router - got IP address etc, DSL connection reports downstream as: 2303Kbps and upstream as 282Kbps, but no access.
29th - No internet access at 09:50. Checked router - got IP address etc, DSL connection reports downstream as: 2303Kbps and upstream as 282Kbps, but no access. Phoned Tiscali to check connectivity.
29th - Phoned Linksys to check router config - after upgrading firmware etc they said there was nothing more they could do. Linksys tech engineer agreed with me that Tiscali possibly had some issues....linksys ref 060729-002853.
29th Phoned again about 18:00 - finally got told there where issues on the Tiscali network and engineers are looking at it. Tiscali knew about these issues THIS MORNING and failed to inform customers. Wasted a day trying to resolve a non-issue with MY hardware despite Tiscali blaming MY hardware in the first instance. Muppets. Informed that we will not be charged for the outage....bloody right we won't be.
30th 10:30 - Internet back online - but for how long....
30th 18:05 Didn't last long - internet down...
30th 19:00 Phoned Tiscali to see what was going on....there is an outage - please wait 24 hours - again....getting very tired of this now...perhaps it's time to write to The Register...no doubt we'll have to wait 24hours for a no comment...
30th 20:00 - Still no internet...
31st 06:10 - Internet OK - no issues
31st - 20:00 - a few dropouts today but no issues to report
1st August 2006 - 06:30 - Unable to send mail - smtp server rejecting mails - Tiscali status says mail is operating 100%.
1st August 2006 - 11:25 - Sent some test emails - all ok.
3rd August 2006 - Internet slow - non-responsive to web and very slow access to smtp / pop mail servers
3rd August 2006 - smtp mail server no rejecting message - what kind of crap service is this!!!
7th August 2006 - Slow internet and mails again...
8th August 2006 - 09:10 - Internet down.
21st August 2006 - Slow access
29th August Slow access
3rd September 2006 - Slow access
5th September 2006 - 19:50 - Internet Down - back online at 20:35
6th September 2006 - 17:00 - very slow - was getting 220k this morning - now crawling at 21k
9th September 2006 - 17:00 - Internet down - lost connection - back at 17:20 but very slow
25th September 2006 - 20:00 - Internet very slow
12th October2006 - 18:30 - Intermittent Connection
12th October 2006 - 19:00 - Internet Down for an hour
14th October 2006 - 18:40 - Internet very slow: Downstream Rate: 171 Kbps Upstream Rate: 287 Kbps
15th October 2006 - 11:30 - Downstream Rate: 2300 Kbps Upstream Rate: 287 Kbps
25th October 2006 - 18:45 onwards - intermittent connection router automaticaly re-connecting
30th October 2006 - 18:30 - Internet down - no connection for 2+ hours
1st November 2006 - 18:10 - Internet down - no connection 2+ hours
7th January 07 - Internet connectivity intermittent.
22/02/07 06:20: Downstream Rate: 184 Kbps Upstream Rate: 287 Kbps
24/02/07 09:00: Downstream Rate: 261 Kbps Upstream Rate: 287 Kbps
25/02/07 09:00: Downstream Rate: 351 Kbps Upstream Rate: 287 Kbps
After speaking to Tiscali: Downstream Rate: 2284 Kbps Upstream Rate: 282 Kbps
03/03/07 18:00: Downstream Rate: 261 Kbps Upstream Rate: 287 Kbps
03/03/07 08:00: Downstream Rate: 351 Kbps Upstream Rate: 287 Kbps
03/03/07 09:00 Spoken to Tiscali- Now Downstream Rate: 2311 Kbps Upstream Rate: 290 Kbps
05/02/07 15:00 - Internet down - spoke to tech support - said possible suspect filter (laugh), obviously a line fault. Got line tested - no fault found. Going to get "profile rebuilt" now line is working again.
09/03/07 06:00: Downstream Rate: 241 Kbps Upstream Rate: 287 Kbps
09/03/07 06:00 Spoken to Tiscali- Now Downstream Rate: 2311 Kbps Upstream Rate: 290 Kbps
09/03/07 17:30: Internet Down
09/03/07 17:30 Spoken to Tiscali- Profile resest and call now esculated .Downstream Rate: 1986 Kbps Upstream Rate: 287 Kbps
10/03/07 08:00 Downstream Rate: 241 Kbps Upstream Rate: 282 Kbps Tech engineer said that the profile could not be reset because the call had been escalated. Asked to get put through to a supervisor - no supervisors until 10am. Aked to get put through to cancellations as i'm now very ****ed off with fighting with Tiscali every day. Got pushed back through to "Technical Support" (laugh) and asked for a supervisor again - just trying my luck, and low and behold - I got a supervisor called Pinky in New Deli call center. She was helpful and managed to reset my profile - Downstream Rate: 2298 Kbps Upstream Rate: 293 Kbps. Still await results of call escalation - need to wait the standard of 24 / 48 hours (working hours that is) so if I don't get a response by Wednesday then all hell will break lose. Actually - forget that - I'm so ****** with this level of service I'm going to send an email to
Quinn.Mackenzie@uk.tiscali.com (name from internet forum)...
So - I think this is enough evidence that not met terms of contact and I'm looking for out!