I look forward to an improvement in service Neil.

TBH since the changeover niggling things have been happening.

1) The high ping that lots of us are experiencing. Auntie Beeb Traceroute at end

2) Random loss of internet. Tonight the entire net went down for 10 minutes or so. I don't keep the console or my router status page open all the time but I get the feeling that this may end up being necessary.

3) Last Friday night, part of the net went dark. We lost access to many websites on different domains. eg ghacks.net, msn.jp and yahoo.co.jp.

4) And finally tonight I tried to find out our usage. COMS no longer show usage data. And to date we have not been given access to our account on Timico. We first received information about the takeover in June this year. In the past three months it seems that no account has been set up for us to access.


I really don't feel that I am asking for too much when I say that what I want the most is a better service than COMS. But so far...


Thanks for any help with this.




Tracing route to bbc.co.uk [212.58.246.104]
over a maximum of 30 hops:

1 3 ms 2 ms 2 ms home.gateway.home.gateway [192.168.1.254]
2 37 ms 67 ms 36 ms lo5.sov-lns1.router.timico.net [62.121.9.203]
3 37 ms 38 ms 37 ms vl153.sov-edge1.uk.timico.net [62.121.19.145]
4 39 ms 38 ms 38 ms pi-bbc-auntie.router.as8607.net [62.121.19.66]
5 * * * Request timed out.
6 51 ms 54 ms 39 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
7 40 ms 41 ms 40 ms 132.185.255.165
8 43 ms 40 ms 40 ms fmt-vip133.cwwtf.bbc.co.uk [212.58.246.104]

Hi there,

Sorry you're having problems still. Yes certainly would expect seemless traffic to BBC so something definitely wrong somewhere. Please let me know how this looks after Thursday night's engineering work - if it's not fixed then we need to investigate the possibility of a fault somewhere else.

We haven't had other reports of random internet loss, nor domain black-outs. Have you reported these to our Tech team? Could you PM me your details please so I can do some digging.

Regarding usage, you can ignore this at the moment as usage is not being tracked at the moment. After 1st November you will be able to track your usage in our MyTimico portal but this won't work before then as the service is still billed via Coms, despite the network asset being on Timico (if that makes sense!). We'll email all customers about this during October.

Can someone from coms.com please reply to my dad's tickets its been since 22nd March 2015 and still no reply about the refund. He moved from coms to another isp and the last bill showed his account in credit. Thank you

I don't think that the old Coms ticket system is working any more - you will not get a reply from anyone on there.

Contact Timico if you are due a refund as I was - my final Coms invoice was in credit by over £13 and I got that back no problem at all

Thanks Neil for your reply.

WRT BBC traffic, it has improved but not by the 20-30 as you had mentioned. We have shaved 10ms off. So still high? Result at end of post.

As for usage, that's a relief to know it is currently not being tracked especially as we can't check it.
TBH tho, I was also trying to get an idea of our household usage in case things don't work out and we need to migrate. I'm sorry but I'm just being careful.

We haven't been in touch about the internet dropouts etc. The next time it happens I might. I am just not sure who I should email. [email protected] or [email protected] .
I would appreciate it if could clarify the email I should use. As you said previously, hopefully the account situation will get sorted in Nov.



Tracing route to bbc.co.uk [212.58.244.18]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms home.gateway.home.gateway [192.168.1.254]
2 30 ms 31 ms 31 ms lo5-tch-lns1.router.as8607.net [62.121.9.201]
3 31 ms 31 ms 30 ms vl79.tch-edge2.uk.timico.net [195.54.225.73]
4 31 ms 30 ms 31 ms pi-bbc-auntie.sov.uk.timico.net [62.121.19.66]
5 * * * Request timed out.
6 * * * Request timed out.
7 30 ms 33 ms 30 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
8 30 ms 30 ms 30 ms 132.185.255.149
9 30 ms 30 ms 30 ms fmt-vip72.telhc.bbc.co.uk [212.58.244.18]

Trace complete.

Hi, sorry about that long delay.

Please can you email [email protected] with details of your Dad's line and account and we'll get a refunded sorted.

Hi there,

[email protected] is the best email to use for our Tech Support team. I think definitely worth contacting them about latency as that still looks high.

Thanks Neil_A for your reply. I have told my dad to contact support at the email address you have given. Thanks again

Thanks Gari for your reply very grateful