Why I'm leaving Eclipse.

They were good - a year ago... now..... this Sh1t is letting them
down....

Call 1079130 · Activity
Date Action By Description
01/09/07
17:48 OPENED Very Slow Speeds!

Hi guys.

I've enjoying your service for nearly a year now with hardly any
problems. However, for about a week now, the speed of my connection
has been terrible! I have tried many things without any luck. I have
rebooted my router, rebooted my PC, run diags on the router... All
with no effect, My download speed are running at under 1k ps!!! Is
somrthing wrong with your newtork? Have you suddenly had more users?
Have you ceased some Tiscali backhauls? Has anything changed about my
service at all? It's unusable!


03/09/07
12:16 CLOSE Andrew Joy Very Slow Speeds

Thank you for contacting us.

In order to understand and investigate your case further, please
complete the required checks listed below as these have been found to
resolve a significant amount of connection issues. However, should
these fail to resolve the issue, confirm that all checks have been
carried out.

- Reboot your router.
- Update the Anti Virus and Anti Spyware definitions and run a full
scan.
- Check that the voice line has a dialling tone and is free of
interference.
- Swap the ADSL microfilter to make sure this is not faulty.
- Disconnect everything from the telephone line (including extension
cables), except for the modem/router and ensure it is connected to the
main telephone point;-

*Main Telephone Socket -> ADSL Microfilter -> ADSL Modem/Router

- Check for possible sources of interference from electrical equipment
which may be too close to the modem/router or telephone point. This is
especially important if the speeds seem slower at certain times of the
day or night.

Is the speed of the service slow in general or does the speed only
effect certain internet activities? If so, advise what internet based
activities the performance is affecting.

If the speed of the service still appears to be slow perform a number
of mandatory speed tests for our investigations so the issue can be
progressed;

1. If your router/modem is set-up to use a static IP, set it to obtain
the IP dynamically from the service provider. (If you are unsure of
this, please leave this setting as is).

2. Connect to the internet with a test username.

- Username: (E-Mail Removed)
- Password: testing

(Please do this by changing the username displayed when dialling up to
the internet, or by changing the connection details stored on your
router. If you need assistance, please consult either the manual for
your ADSL hardware or contact the manufacturer).

3. Open your browser and in the address bar type in
http://speedcheck.ispconnect.co.uk/speedcheck/

4. Follow any on screen instructions.

5. Provide us with the reference number, dates and times which are
displayed once the speed test has completed.

6. Perform some speed tests at http://st.tstools.co.uk/ and advise us
of the results by sending us the permanent URL's to the test results.

Perform these speeds tests several times over the period of a few days
so we can get a broad section of results for our investigations. If
the speed issues are not constant then perform the checks when the
speeds are particularly slow.

As well as the speed test results, please provide the following
information:

- At what time does the issue occur eg. Mornings, afternoons,
evenings, all the time:

- Type of programs affected

o P2P software eg, torrent files
o FTP
o HTTP - General browsing
o VPN connections
o SQL or MySQL connections

If you continue to experience issues please confirm that all of the
above checks have been performed and provide URLS to the http://st.tstools.co.uk/
speed tests so we can investigate further.


07/09/07
10:58 NOTE Attachment added by .... (Speed Tests.doc)


07/09/07
16:10 CLOSE Ryan Berryman Speedtests

(Call Transferred) We require a few more tests to be done to prove if
the slow speeds are on our network or our suppliers. Please can you go
through the following and run some tests. If still slow with this
username then we will progress this fault. If the speeds are good, we
will need to raise to our internal network engineers

2. Connect to the internet with a test username.

- Username: (E-Mail Removed)
- Password: testing

(Please do this by changing the username displayed when dialling up to
the internet, or by changing the connection details stored on your
router. If you need assistance, please consult either the manual for
your ADSL hardware or contact the manufacturer).

3. Open your browser and in the address bar type in
http://speedcheck.ispconnect.co.uk/speedcheck/

4. Follow any on screen instructions.

5. Provide us with the reference number, dates and times which are
displayed once the speed test has completed.

RESPONDING TO THIS WILL OPEN IN THE CORRECT QUEUE


11/09/07
21:23 NOTE (E-Mail Removed) did not work.

I logged on to this call from work out of curiousity to see if
anything had been updated. Despite having been told that you were
going to log a call with Tiscali, I discovered that someone had
updated this ticket with the same old crap that I've been through
before.

Now then, I'll type this slowly so that it might sink in.

I've done the speed tests that you asked me to do.

They have CONCLUSIVELY prooved that my ADSL service is running
unacceptably slowly.

I have attamepted to connect with the username of
'(E-Mail Removed)' and with the password of 'testing'.

When I try this, the router is NOT ABLE to authenticate the PPP
session. Therefore I cannot browse to the URL to perform MORE speed
tests.

This service has been knackered now since 28 August, and I'm getting
mighty hacked off.

I have a good mind to go straight to Tiscali myself. I work in a
senior position for a company who supplies Business grade broadband
from Tiscali to the UK market. I know there have been 'teething'
problems when migrating customers to an LLU exchange. I now appear to
be one of those with 'teething' problems.

Please - for the last time. LOG A CALL WITH TISCALI concerning my
line.

I know some senior people (Lance Spencer et al), and I really don't
want to have to escalate this to them.

So. P L E A S E L O G A C A L L W I T H T I S C A L I.

If this problem is not FIXED by the end of next week, I will request a
MAC and get a service from a provider who understands what customer
service is. I fear I may have to look for some time.


12/09/07
11:02 NOTE Melissa Friend Fault Update

Thank you for your update. We require that you complete testing using
the test username details so we can establish whether the slow speeds
you are experiencing are due to us or our suppliers.

You maybe unable to connect using the test usernames if you have set a
static IP address within your router.


12/09/07
11:58 NOTE OH MY GOD!

This is ridiculous, I'll say it again.....

I configured my router to use DHCP.

I used the username and password that you supplied.

The PPP session did not authenticate.

I rebooted the router several times to make sure that the router
started up with the testing credentials.

The PPP session did not authenticate.

I therefore could not perform the additional speed tests as requested.

What was wrong with the speed tests that I performed over a period of
four days that I submitted?

I'm now beginning to believe that these are all just stalling tactics
whilst Tiscali attempt to iron out all the problems they have has
after converting their area of my exchange to LLU.

I now have my MAC and at the moment, you have given no reason to not
use it.
12/09/07
16:25 NOTE Melissa Friend Fault logged to supplier

(Call Transferred) Thank you for your email. The reason we request you
to do these tests are to help with our diagnostics, we reassure you it
is not a stalling tactic.

As you have been unable to login with the test details we will log
this as a fault to our suppliers anyway. We would appreciate it if you
could continue to try to log in using the test username to try to
gather further information to help with this investigation.

It normally takes 24 - 48 hours for us to receive an update from our
suppliers after a fault has been logged, we will aim to update you as
soon as possible.

16/09/07
17:22 NOTE Goodbye...

Well it's four days after you say you have logged a call with Tiscali.
You say you normally get an update from them within 48hours, It's
normally customary to update your customer (me) when you get an update
from your supplier. I can only surmise that you have either not had an
update from Tiscali (not surprising, I know them well), or you have
not updated me (not surprising either). Either way, I said in my last
post that if it wasn't working by this Friday (A full three weeks (!)
after I first noticed the very slow speeds), then I would take my
business elsewhere.

Well, it's now Sunday and the service isn't working AT ALL anymore
(I've having to spend a load of money on a 3G card for Internet
access), never mind just slow speeds.

So - I have taken my business to IDNet, according to 'ThinkBroadband',
they understand customer service, and are served by BT, so maybe the
network will be reliable.

Goodbye, forever.

Tricky Dicky wrote:

> So - I have taken my business to IDNet, according to 'ThinkBroadband',
> they understand customer service, and are served by BT, so maybe the
> network will be reliable.

Yes, Idnet are very good indeed.

Graham

On 17 Sep, 13:59, Eeyore <rabbitsfriendsandrelati...@hotmail.com>
wrote:
> Tricky Dicky wrote:
> > So - I have taken my business to IDNet, according to 'ThinkBroadband',
> > they understand customer service, and are served by BT, so maybe the
> > network will be reliable.
>
> Yes, Idnet are very good indeed.
>
> Graham

yup

"Tricky Dicky" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed) oups.com...
They were good - a year ago... now..... this Sh1t is letting them
down....

How to put 2 pages in to one sentence! do you think anyone is going to read
all that rubbish!

On Mon, 17 Sep 2007 19:22:16 +0100, "john lyon"
<(E-Mail Removed)> wrote:

>
>"Tricky Dicky" <(E-Mail Removed)> wrote in message
>news:(E-Mail Removed) roups.com...
>They were good - a year ago... now..... this Sh1t is letting them
>down....
>
>How to put 2 pages in to one sentence! do you think anyone is going to read
>all that rubbish!
>
It seems you that you did

On 17 Sep, 19:22, "john lyon" <john.l...@nospamhere.co.uk> wrote:
> "Tricky Dicky" <TheTrickster1...@googlemail.com> wrote in message
>
> news:(E-Mail Removed) oups.com...
> They were good - a year ago... now..... this Sh1t is letting them
> down....
>
> How to put 2 pages in to one sentence! do you think anyone is going to read
> all that rubbish!

I just thought it would make amusing reading... you don't have to read
it!