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Standard User bobble_bob
(fountain of knowledge) Tue 26-May-15 14:27:54
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Timico


[link to this post]
 
Independent business internet, hosting and communications service provider Timico has acquired the telecoms interests of Coms Plc, the Buckinghamshire-based provider of hosted unified communications, cloud and connectivity services.

In addition to the business assets, Timico will be taking on immediate responsibility for the customers contracted to Coms for their communications services.


Apparently Timico bought Newnet a few years back, what are peoples experience of them? Im with Coms (looking to leave) but wondering what to expect from Timico
Standard User zhango
(regular) Fri 05-Jun-15 11:48:57
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Re: Timico


[re: bobble_bob] [link to this post]
 
I joined Newnet for home broadband over 8 years ago and it's been a really good service - I didn't notice any difference when Timico took over.
Standard User Canopus
(regular) Sun 07-Jun-15 11:19:06
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Re: Timico


[re: zhango] [link to this post]
 
Does Timico include email and web space in their package? When I was with ADSL24 I had those and when Coms bought them out under the statement that nothing would change a short while later they removed email and web space. If Timico replaces them it would a couple of points toward me staying.

Also, do Timico lock you into a 0ne year contract or is it month by month as with Coms and ADSL24 were?


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Standard User zhango
(regular) Sun 14-Jun-15 13:59:45
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Re: Timico


[re: Canopus] [link to this post]
 
I can have 10 email addresses but no web space. I am on a monthly contract but don't know about new customers.
There doesn't appear to be any info on their website and I get the impression that Timico only wants business customers?
Standard User bobble_bob
(fountain of knowledge) Sun 14-Jun-15 16:09:29
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Re: Timico


[re: zhango] [link to this post]
 
Ive migrated away now. Seems Timico use BT exchanges rather than LLU (although they do use some LLU lines) so rather jump before pushed
Standard User bobble_bob
(fountain of knowledge) Wed 01-Jul-15 18:27:20
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
For anyone with Timico it appears they dont send out the migration letters that Ofcom require when you want to move ISP

A Coms/Timico customers who has migrated since the new rules hasnt been sent a letter confirming the migration. Timico are meant to be incharge of all Coms user accounts now but appears they dont bother to send out the letters
Standard User user7423
(committed) Sun 05-Jul-15 07:13:41
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
A friend called me yesterday, their broadband went down yesterday morning (phone is OK), as has their next door neighbours. The thunderstorm during Friday night flooded some parts of the street, which could be the cause of broadband being down.

Who does he call, Coms or Timico, as he has had no notification of the takeover. He has already tried calling Coms, but just gets a recorded message, he has left a message, but I doubt anyone from Coms will call back. I managed to get a phone number for Timico for him, but that can only be used Monday - Saturday business hours, the out of hours number can only be used if you pay £30+ VAT per month for the out of hours service.

Bit of a shambles really, when they have not been given any information on the takeover and who is running their line now.
ISP Representative Neil_A
(isp) Mon 06-Jul-15 15:06:01
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Re: Timico - beware slamming


[re: user7423] [link to this post]
 
Hi there,

If you're a Coms customer you should still contact Coms for support or billing issues. They do have a bit of a backlog but will deal with your call/email.

Broadband lines are on their network and moving lines across to Timico has not started yet, so Timico staff don't have access to the Coms systems in general.

We'll be emailing all Coms Broadband customers in the next week about a network migration that will take place within a month or so.

Kind Regards,

--
Neil Armstrong
Timico Ltd
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User user7423
(committed) Mon 06-Jul-15 15:47:53
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
Can I ask, as I would like to know and can pass this info on to my friend.

When they were with ADSL24 they were on C&W LLU, apparently, the Coms tech support said my friends line was on TalkTalk, did you change his line from one to the other as part of the takeover? Or did Coms change it when they took over ADSL24?

Thanks

Edited by user7423 (Mon 06-Jul-15 16:02:35)

ISP Representative Neil_A
(isp) Mon 06-Jul-15 21:24:36
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Re: Timico - beware slamming


[re: user7423] [link to this post]
 
Hi,
About half the Coms customers are on TalkTalk LLU and we've no plans to change that. I presume they must have moved them from C&W prior to Timico acquiring them.
Thanks

Kind Regards,

--
Neil Armstrong
Timico Ltd
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User user7423
(committed) Mon 06-Jul-15 21:56:43
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
Thank you for the reply.
Standard User bobble_bob
(fountain of knowledge) Mon 06-Jul-15 22:22:34
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
Hi Neil

I was on Coms but migrated shortly after the takeover announcement was made. A friend of mine was also with Coms but left a few month back (even before the takeover was completed), yet he still got the "Welcome to Timico" email last month. He is abit worried now that Timico still think he is a Coms customer and will try to migrate his line even though he isnt with them anymore.

I told him that Coms probably didnt remove you from the email list, but i assume Timico know which customers have left Coms recently?
ISP Representative Neil_A
(isp) Tue 07-Jul-15 14:10:05
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
Hi

We're only planning to migrate customers who are currently active on the Coms RADIUS servers. If we try to place an order and they're already in the 10 day process of moving to another provider, then we're not able to place an order. So hopefully we shouldn't have any issues with ex-customers or soon-to-be-ex-customers being migrated. We'll email all before the moves too, so there's another safety net where we can cancel any in-flight orders placed in error.

But it's fair to say Coms was in some financial and operational distress, so data isn't perfect and we're trying to do the best we can with the information we have.

Thanks

Kind Regards,

--
Neil Armstrong
Timico Ltd
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User bobble_bob
(fountain of knowledge) Tue 07-Jul-15 14:50:54
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
Thanks. I assume its not possible to place an order on a line Coms dpnt own anymore too? I know my username was still active a week after i left and may still be even though my account was closed

Edited by bobble_bob (Tue 07-Jul-15 14:54:26)

Administrator MrSaffron
(staff) Tue 07-Jul-15 15:33:21
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
Even if an order is placed then the new migration system should generate a notification letter from the existing provider on the line and you can then take the steps to cancel the move.

This is better than in the old days when an ISP selling its users could bulk generate the MAC and the end-user be non the wiser.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
ISP Representative Neil_A
(isp) Tue 07-Jul-15 17:19:11
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Re: Timico - beware slamming


[re: MrSaffron] [link to this post]
 
Hi Andrew,
True. Although we've already had a few examples of us sending a customer a NoT letter saying their line is going - we contact the customer to advise them of this and they have no idea where the order has come from. We can't even tell them which ISP they need to contact to cancel the order (that they've supposedly placed)!
N

Kind Regards,

--
Neil Armstrong
Timico Ltd
www.timico.co.uk
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User bobble_bob
(fountain of knowledge) Tue 07-Jul-15 17:33:22
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
I thought the losing ISP (in the cases above Timico) could cancel an order?
Standard User RobertoS
(elder) Tue 07-Jul-15 18:01:06
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
A1.2 The Losing Provider shall only be permitted to use Cancel Other in the following circumstances:
(a) where Slamming has occurred;
(b) at the Customer’s request, where the Gaining Provider has failed to cancel the Transfer Order after being directed by the Customer to do so (“Failure to Cancel”);
(c) where the telephone line is or will be, ceased during the Transfer Period (“Line Cease”);
(d) for other specified reasons not related to a Customer’s request to cancel a transfer, as agreed by the relevant industry forum and approved by Ofcom; and
(e) in such other circumstances as defined by Ofcom.
A1.3 Before using Cancel Other in cases of Slamming and/or Failure to Cancel, the Losing Provider shall take reasonable steps to establish that Slamming and/or Failure to Cancel has actually taken place.
General Condition 22 Appendix A (start of), September 2014.

A.1.2(a) would seem to apply.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync 58162/14182kbps @ 600m. - BQM
Standard User bobble_bob
(fountain of knowledge) Tue 07-Jul-15 18:13:53
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Re: Timico - beware slamming


[re: RobertoS] [link to this post]
 
So in the case above where the users had no idea where the order had come from, Timico would be allowed to cancel as it would come under slamming

(b) at the Customer’s request, where the Gaining Provider has failed to cancel the Transfer Order after being directed by the Customer to do so (“Failure to Cancel”);


And what happens if the gaining ISP say they will cancel and dont? By the time you find out the 10 days notice period could be over
ISP Representative Neil_A
(isp) Tue 07-Jul-15 20:51:45
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Re: Timico - beware slamming


[re: bobble_bob] [link to this post]
 
Indeed. And even if we do 'slam' the order we still can't tell the customer who placed an order with which provider.

Like all process changes it is early days. When MAC was first introduced it was problematic for the first couple of months but then all the ISPs got their acts together.

Kind Regards,

--
Neil Armstrong
Timico Ltd
www.timico.co.uk
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User bobble_bob
(fountain of knowledge) Tue 07-Jul-15 21:07:07
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Re: Timico - beware slamming


[re: Neil_A] [link to this post]
 
Aslong as letters/emails do actually get sent out as they're meant to then that is 1 safeguard. The problem comes if you get a slammed, and receive a letter while you're on holiday say for a few weeks. You could be changed over as the 10 days may have passed without knowing a thing about it until you get back

Out of interest - the customers you mentioned who got letters without asking to be migrated, did you manage to cancel the order in the way Ofcom say it should work?

Edited by bobble_bob (Tue 07-Jul-15 21:08:42)

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