My short conversation with TalkTalk(tiscali) support

mcast

mcast

mcast

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me: hi, I keep losing my IP address from you and my internet subsequently goes down every few minutes. My connection has been perfect for 5 years and this only started last week.

India: your IP address isn't static

me: I know that, that's not what I'm asking

India: give me the model of your router

me: Netgear DG834G v2

India: TalkTalk does not support any non TalkTalk routers, we cannot help you

me: ....speechless....

India: contact your router manufacturer for the settings

me: what are your settings

India: I cannot give that information, please contact your router manufacturer

Someone tell me this is a april fools joke?
 
mcast said:
me: hi, I keep losing my IP address from you and my internet subsequently goes down every few minutes. My connection has been perfect for 5 years and this only started last week.

India: your IP address isn't static

me: I know that, that's not what I'm asking

India: give me the model of your router

me: Netgear DG834G v2

India: TalkTalk does not support any non TalkTalk routers, we cannot help you

me: ....speechless....

India: contact your router manufacturer for the settings

me: what are your settings

India: I cannot give that information, please contact your router manufacturer

Someone tell me this is a april fools joke?
Click to expand...

This isn't a joke. I had similar which is why I left and went to sky instead of talk talk. My problem was with their router, it would keep changing my connection settings to their tv service resulting in no internet connection.

If I changed it back to ppoa it would work fine for a few days and then decide to switch itself back to the tv thing again.

Finally my year was up and it was bye bye tiscali and hello sky. Problem free ever since :)
 
There are quite a few ISP's going down this route with support. Why? because it's far far easier to support a set device or devices and it makes training and support far far easier. It's against Sky's T's and C's for example, to use a non Sky Router. Sky do allow it they said, but they won't help you at all. No settings being given, no support and if you phone up without a Sky Router they wont even troubleshoot until you plug the Sky Router in.
 
MissChief said:
There are quite a few ISP's going down this route with support. Why? because it's far far easier to support a set device or devices and it makes training and support far far easier. It's against Sky's T's and C's for example, to use a non Sky Router. Sky do allow it they said, but they won't help you at all. No settings being given, no support and if you phone up without a Sky Router they wont even troubleshoot until you plug the Sky Router in.
Click to expand...

Exactly...with cost being cut and support being moved abroad it's all like this. I can't think of many "mainstream" isp's that actually allow you to connect a router not supplied by them...
 
Still though, Indian Tech support shows a very poor company.. Ended up for a little while disliking any Indians because of my dealings with BT india :p
 
Cheap companies have to streamline support costs, that's part of being cheap..

What you should have done is when you suspected issues with the connection, plug the Talk Talk router back in and see if the problem persists, if it does, then call support and let them go through their 'script'..

And being fair, the "I'm losing my IP Address" is a really generic statement, especially when you generically ask for 'settings'..

All you should need is the PPPOA credentials, all the ADSL settings are standard UK ADSL stuff... In fact, I helped someone the other weekend with issues, I found online router settings for their own Talktalk Modem/Routers that gave all the standard ADSL Stuff, and even told you the PPPOA credentials where in the letter they originally sent.. It took 5 mins to get the router connected..

If it's subsequently dropping the connection, or dropping the PPPOA connection, there can be many reasons, from your router disconnecting on idle, to the ADSL dropping, to some PPPOA issues, etc, etc, hence why using their equipment is the way to go if you want them to help you. Or just follow the normal fault finding rules in these situations.. inevitably at some point, if you trace it back to Talktalk, you will have to plug their stuff back whilst they sort it out.
 
Demon said:
And being fair, the "I'm losing my IP Address" is a really generic statement, especially when you generically ask for 'settings'..
Click to expand...

The issue has nothing to do with settings, the indian guy said it was, he was a robot that should just be replaced by a automated system.

The connection has been perfect for hours now, it just suddenly starts to slow then it loses the IP randomly. The actual connection and broadband light never drops, I just lose their IP for a few minutes, it's as if their dhcp servers are having issues.

I love their website, you need a talktalk email address to register for talktalk email, figure that one out :p
 
Most support now are done by scripts. People read from a script to diagnose a problem. An example is Xerox, I just called them as one of the MFDs were down. Every phone call is the same Yes/No answers and questions are the same too. Indian call centre.

Never mind. What a boring job that must be.
 
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if you want top notch support don't buy cheap broad what do you expect for £15 a month...

however talktalk support are funny...

Me : I have a faulty line, I have tried a different router (3 in total), cable, filter, I have tried it in the master socket after removing the face plate, its been like this for 2 weeks. There are no extentions and the router is the only device plugged into the line.

I ahve checked the username and password are correct (it does some times connect for a few mins before dropping the line) and up until now it worked without a problem for 3 years

Agent: What OS are you using?

@@@@:::::}}{}{{}}{::@:@@:"£)(*£^$^&£" YOU!!!!! (i never said that I thought it)
 
I forgot to add just lie to them... (I do it all the time now)

always take a min after they ask you to do anything and keep saying nope - it does not work now...
 
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