Coms / Timico - broadband down

A friend called me on Saturday, their broadband went down Saturday morning (phone is OK), as has their next door neighbours (the neighbours came back on Sunday morning). 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.

As far as i was aware before i left just after the takeover announcement he will still be on Coms network but Timico are incharge of his account. I had success contacting Timico before i left regarding my account. Coms Tech CS appear to have given up. What did the recorded message say?

All this may have changed in the month i have bern gone

He should have had an e-mail titled "Welcome to Timico" on June 5th.

In that they did say "As you may know, the telecoms assets of Coms Plc have been acquired by Timico Limited and as of 1st June, we have taken on full responsibility for your communication services."

That's the only communication I've received and everything else is just as it was before. I presumed Coms contact numbers were same as usual

A ticket requesting a MAC went unanswered so I decided to wait and take advantage of the new MACless migration process, which should complete tomorrow.

I've received no notification from Timico / Coms that my service is being migrated so it makes a mockery of the new process. If my service was to be moved without my consent I wouldn't know.

I think Timico have some way to go sort out the mess that Coms made of the late ADSL24

In reply to a post by Gari:

I think Timico have some way to go sort out the mess that Coms made of the late ADSL24

That could be a reason why you've not had that notification. If Timico have not moved you to their own network, they probably have not had the notification from Coms and thus, are not even aware that you're leaving!

Matt

Coms broke quite a few Ofcom rules so not surprised they broke the notification letter one.

Coms biling system automatically picked uo my migration. Timico have access to that as i asked so it should be possible for them to know

In reply to a post by uno:

In reply to a post by Gari:

I think Timico have some way to go sort out the mess that Coms made of the late ADSL24

That could be a reason why you've not had that notification. If Timico have not moved you to their own network, they probably have not had the notification from Coms and thus, are not even aware that you're leaving!

Matt

Yeah, as far as I'm aware users haven't been moved over to Timico's network yet, just that Timico are managing Coms' network so it's a bit of a mishmash at the moment.
Getting out now before any more changes happen which may involve being back on a BTW connection and not SMPF LLU as I am now

Thats why i wanted out and confirmation that my account was closed. Didnt want them to think i was still a customer and try migrating me over after i left

I think that I will notify them tomorrow once I have sucessfully moved over

I would. Billing department at Coms is actually pretty good, they answer the phone straight away unlike the other numbers you ring. The billing system should pick up that you have left, but best to make sure

I do not know exactly what the message said, but it was tech support and he had to leave his name and number. He tried calling Coms again this morning, was on hold for ages. All I know is, they have no idea what is wrong and they said he is on TalkTalk service now, he was originally on C&W LLU with ADSL24, so who changed it to TalkTalk I have no idea, Coms? Timico?

All I know since his chat with the tech guy at Coms, is that the Coms tech guy can only 'talk' to TalkTalk via email. The Coms guy said if my friend had not heard anything or his line not back on by lunchtime, he would have to phone Coms back up. I haven't had a chance to call him back myself this afternoon to see if there is any progress.

EDITED to add:
He has had to ring back at 1.30pm, no one seems to know anything. Best bit he told me, was the girl he spoke to asked him could he email them, bit hard when he doesn't have a working broadband connection.

Has to ring back again at 4pm

Edited by user7423 (Mon 06-Jul-15 16:00:36)

I don't think he even got that! He didn't know about the takeover until I told him, because I saw a post about it.

Coms used TT LLU where possible when they took over ADSL24 (ADSL24 may have even done it, they did with me)

Thanks for the reply, he was definitely on C&W LLU when he was with ADSL24, Coms must have changed his line over to TalkTalk, which he received no communication that was going to happen, he still thought he was still on C&W LLU

Once they fix this problem with his broadband, he is going to get his MAC and migrate to XILO / Uno, as they (as far as I know) still use C&W LLU (as I am on C&W LLU with Xilo myself).

Edit again:
He has to wait 24 hours to see if they can fix the fault (9.30am tomorrow morning).

Edited by user7423 (Mon 06-Jul-15 17:06:41)

MACs don't exist any more. You just order from the desired provider. More info.

Thanks, I didn't know about that, passed the info on to friend.

He might find xilo/uno not taking orders at the moment. They are apparently finally trying to do the hosting(xilo)/broadband(uno) split.

Broadband not currently visible on the xilo website, and uno site not yet up.

Only 5 week late aswell from the "beginning of June" date i was told

He will wait, I did already tell my friend that Xilo / Uno were not taking orders until sometime in June, but checking the Uno website today, that it was not ready yet.

Edited by user7423 (Mon 06-Jul-15 19:55:40)

Just looking through old e-mails, ADSL24 moved me from BTW to TT LLU on 25th Sep 2012 ... time flies!

Yup time certainly does fly. Dunno if you missed it but a Timico guy posted in the other forum on here:

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.

Whats the odds we get an email even though we have left

Edited by bobble_bob (Mon 06-Jul-15 20:16:14)

I had only just read that post in the Newnet forum myself in the last 5 minutes .. but thanks for the heads up

I'll be long gone by then

Will be interesting to see what's changing.

Hope your migration goes ok tomorrow. You should find you can still connect to Coms, so dont expect your connection to drop (other than losing sync then a resync to the default 12db noise margin). I could still connect to Coms a week after leaving, and wouldnt surprise me if i still can now

Yeah, thanks ... hope there are no snags like you had. I imagine it will happen overnight like it used to on BTW?

It should as its done remotely seeing as its an LLU TTB -> LLU TTB migration.

Mine got stuck in the system for some unknown reason. Pulse8 put it down to system changes they were making due to the new MAC rules