Thanks for the reply Paul but I never call help lines due to their cost, I feel it is fundamentaly wrong to charge a customer to put a fault right that has been caused by the supplier, period.

The bottom line is that for ages my broadband has been good, now a few days after being changed to your new super duper network it's dying bit by bit.

And worse, I find I'm connected to Talktalk who are owned by.... wait for it, Tiscali. The last time I dealt with them was by a Court Order.

Not amused.

Hello again

Please do log a fault and we can help you.Alternatively as previously suggested, send me a PM with you line details and I will log a fault ticket on your behalf. From there the team can communicate with you over email or phone, whichever you prefer.

The charges to call the support line is the price of a UK local call (typically 2ppm or are included as part of call package bundle from the majority of mobile and fixed line providers)alternatively you can log a ticket by sending an email to [email protected].

Tiscali's UK business assets was purchased by TalkTalk in 2009, they no longer exist so you shouldn't have to see them in court
The TT network has over 4 million users connected. Many ISP's interconnect, including Coms, with TT with our own dedicated links into our network. Happy discuss over PM the finer details if you have any specific queries.

Thanks,
Paul

Edited by deleted (Wed 29-Jan-14 12:09:27)

Firstly get your facts right. Talktalk Business own Tiscali uk not the otherway round. Our traffic is separated from theirs a bit like having two separate cables in the same conduit.
To refuse to call any support line especially when charged at normal rates is plain stupid and arrogant. It would be extremely hard for anyone to totally resolve speed issues by forum alone, it could go on for days waiting for each other to reply.

I started on the internet about 25 years ago in the days of Cix and BBs etc. Apart from a very brief spell with AOL when it was free( gosh, Joanna Lumleys sultry voice saying "You've got mail!" Still makes me shudder) I have always been with small isps. I rarely change unless they get taken over and service goes downhill. I like to be able to speak to a small knowledgable team who value my business. Ive had just 4 isps in the last 20 years including the last 12 months with Adsl24. I dont like the big boys either.

But do your reasearch, Coms are now a revitalised growing company led by some well respected people in the industry. It appears Paul has been round for while and only just recently joined them. He will be VERY aware of how Tiscali and the likes worked. The company is growing but seem determined to grow whilst maintaining loyalty and customer service.

So far Paul has been very helpful and pretty honest and open too. I most certainly do not want to see a deterioration in speeds, or CS. But so far they have been very fair with us giving us more for our money. They cant really afford to lose many of us either.

Lets give them a chance, if after a few weeks of poor speeds and bad CS we all leave, then they only have themselves to blame, but looking at their profile and recent investments Just for once I have a feeling most of us will be better off, certainly although details are sparse they own their own carrier grade network and have invested very large sums in it.

If they are [censored], then I will also be an early leaver.

(Paul if you can now just send that £500 you offered me to write this Ill be very happy. JOKE!)

Woody
Cant believe the word cr*p is censored!

Edited by ukwoody (Wed 29-Jan-14 12:18:24)

Thought I'd share my experience so far. I was previously on the ADSL24 Complete 50 package and migration happened today. My router simply disconnected and reconnected while the modem kept sync (we're remaining on the TT stuff in the exchange unlike the C&Wers) so line stats are identical. The logs suggest total down time was 17 seconds. As reported by some others, a lot of stuff seems to be going via Enta backhaul. Latency seems slightly higher (4-5ms) according to before and after data but it used vary a by the same amount before anyway so I can't draw a conclusion from that just yet.

It's still early days but it's looking uneventful so far. My parent's connection was also migrated and is up and running (latency is the same). OpenVPN also seems to be up and running between the two connections fine.

Another "so far,so good"

My migration took place in the last couple of hours. The only way I know is that my IP has changed.

Thanks to all involved in the change-over.

It is good to know that Paul is keeping his eye of this forum but I hope this thread ends soon due to lack of complaints.

Ditto. TT is the only LLU provider at our exchange (apart from Sky). The router merely reconnected. 5 seconds downtime. All stats unchanged. So far so good.

In reply to a post by ukwoody:

Firstly get your facts right. Talktalk Business own Tiscali uk not the otherway round.

The confusion possibly arose because certainly in 2012 and IIRC for at least part of 2013, the TalkTalk Home Page, (seemingly no longer accessible - redirects to sales.talktalk...), had a copyright notice at the bottom saying Tiscali UK Limited t/a TalkTalk.

Tiscali was bought by TalkTalk Group, and three Tiscali companies still exist.

I examined the corporate structure at the time the old copyright notice was visible. It was complex but not hugely so. That copyright notice was correct - the TalkTalk broadband/phone service was "owned" and run by Tiscali, but which was in turn owned by TalkTalk Group. (Simples - not!).

A look around for a few minutes just now shows the structure has changed since then and without researching for longer than I intend to do that's as far as I can go. All pages I have looked at now say Copyright TalkTalk 2014.

Hello,

Thanks to MIkebear, Benjanyan and Molehusbandfor the feedback, pleased to hear all went well this afternoon. Please don't hesitate to get in touch with myself or the team if you have any questions or queries.

I'm in it for the long haul in terms of the forum, I will be joined by other members of the team post migrations.

We've had some feedback regarding the music on hold which I'll act upon.
The next important update will be the myaccount portal features for line profile changes due to be reactivated on 1st February. Any other suggestions on what we could include would be appreciated, please drop me a PM.

Enjoy the rest of the day,

Paul

A Web search has landed me on this thread so first of all apologies to the OP for hijacking but I'm equally disappointed with Coms service thus far since taking over my ADSL24 account.

Firstly, ADSL24's service was always outstanding. Unfortunately I was right to be suspicious when Coms came onto the scene.

My internet has been down since Monday, I've opened a ticket through the old ADSL24 control panel but so far no resolution.

I've called customer support around 5 times in the last 3 days, the first time I was advised to wait a couple of hours and I should be back online....I knew straight away the girl just wanted me off the phone, and of course, nothing happened and the connection stayed down.

2nd time.... promised a call back, never received one.

3rd time.... as above.

4th time.... Got through to a guy called Emmanuel. Very helpful, tried his utmost to help. Told me I was using the wrong password, I told him I wasn't, he told me what my password should be, I tried it, it didn't work. He then tested my password from his end and couldn't believe it worked. He had no idea why my password is different to the one detailed on my accounts file.

Anyway, I explain the problem but he has to refer it to engineers so in the meantime I ask him to raise SNR margin to 15 as I have an old spare router with a strange ability to connect to the most unstable of lines.

Thankfully this worked and I've managed to get an intermittent connection, albeit with 500kbps download speeds and 003kbps upload speed.

Emmanuel then explains there's nothing else he can do other than refer the problem to engineers who'll be in touch within 24 hours.

24 hours later.... nothing.

So I call again today and get told it has to be referred and I should receive a call back in a couple of hours.

That was at 1pm. It's now 11pm and I've heard nothing.

It truly seems the days of good solid reliable and helpful service from ADSL24 have gone forever.

Such a shame that small companies work so hard to create a great reputation, get swallowed up by bigger companies who then undermine everything the company stood for.

Sorry all for the rant.

Not everbody, myself included, has a phone package where they can sit on the phone listening to musak without cost. For instance my friend, who doesn't have a call package, recently called a help line and his 'local call' on his mobile cost 30p a minute. The last time I called my insurance provider it cost me a fortune too as I don't have an inclusive package. I don't recall saying I refused to put in a ticket either but thanks for the 'plain stupid and arrogant' label, very kind of you. Of course things go wrong but when it's the fault of a company why should the customer have to pay for a call to sort it out? That goes for businesses in general not just Coms.

Thanks for putting me wise re Tiscali however, from what I read at the time I thought they had bought out TalkTalk as I said, however my comments about my own experience with Tiscali stand even if some find that amusing.

I have also supported small ISPs and while not happy with being moved to a different supplier, in common with a good many former ADSL24 users, I said that I would wait and see which is what I'm doing.