Monthly Archives: December 2006

Updates to the Things You Can Do page.

I realize I’m making this easier for the legal team (if, of course, they actually take offense. We’ll see. They’re pretty picky about these things) but, I’ve updated the Things You Can Do page.

We get a lot of useful info here and most of it lives within the blog itself. This other page is for contacts and frustrated outlets. It has contacts for ofcom’s director, tech support numbers sans 0870 prefix and other useful pieces of information. This is mostly an escalation tool.

Recent things posted:

08700873527 (from Peter

Dec’s tips and tricks

Useful stuff.

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Dec C’s tips and tricks.

Dec wrote in to give us a healthy run down of your and their rights. I do think he’s underestimating the terrifying fiasco of Talk Talk slightly. Just slightly though. Get to skimming!

As Charles Dunstone presides over what is arguably the biggest customer relations disaster in British business history it is astonishing that so many customers are sticking with this shambles of an organisation.

I knew by the end of the first week that TalkTalk had let me down badly.

I made the mistake of believing their empty promises that things would improve and it was another five months of absolute hell before I realised the scale of this company’s failure.

I have now left and have signed up with a decent company – and it hasn’t cost me a penny more than I was being charged by TalkTalk.

What I cannot understand is the good manners of customers who go on believing that they are tied into a contract with TalkTalk, which they must continue to honour no matter how many time they are kicked in the teeth by Dunstone and his crew.

The truth is this:

Once TalkTalk has broken its contract with you by failing to provide an adequate service, you are no longer bound by its terms

You can repudiate the contract by sending TalkTalk a letter by recorded delivery stating that it is in breach of contract and that you are terminating the agreement.


You have a right to a MAC code within a reasonable period – a few days at the most.

Because it is TalkTalk and not you who is at fault they cannot legally force you to pay a disconnection fee – no matter what the contract says.

If they do try just remind them of The Unfair Terms in Consumer Contracts Regulations 1999 which will protect you from any threats they may care to make.

I was amused to see Charles Dunstone’s press statement about rail passengers who accept their fate once they are given an explanation over why their train is late.*

What he should realise is that nobody needs to be on his train. The scale of his failure means that no court in the land would support any move he now makes to try to force disaffected broadband customers to abide by his tarnished contracts.

So feel free to leave and find a broadband provider you can trust – they are plenty around.

And remember – a bargain is only a bargain if it works.

To the people who run this site I would offer this advice – don’t be bullied into silence. Everything I have seen here is “fair comment on a matter of public concern” and that is a good defence against accusations of libel.

In fact TalkTalk’s reputation is now in such tatters that I don’t believe anything that anybody says here could make it worse.

Thanks Dec!

And thanks for the advice Dec, much appreciated. As you can imagine CPW’s legal team were fairly aggressive.

* Charles Dunstone should hear me on the phone to Northern Rail if he thinks that’s even moderately true.

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DNS settings for Talk Talk users (especially Netgear users)

DNS. Oh, DNS. I spent my day learning about DNS stub zones and conditional forwarders. DNS should be a relatively simple thing, really. I mean, I’m techie, I know it goes a bit nuts every so often. Generally though, it’s like a year round Santa steam train, it just plods along doing its business giving things out to people who request it. Sometimes it needs to refuel with a reboot but most DNS servers just kind of sit there and give their all.

Now, I’m not sure that it’s a problem with Talk Talk’s DNS. We have speculated it could be an issue.

However! I like to see that some of our intrepid readers have discovered static DNS settings for one and all!

Jessica asks:

I must have done something bad in a past life to be in this kind of broadband hell! I had a Netgear DG834 which overnight gave up completely on TalkTalk. After several hours on the phone to them and my dad who is a bit of a techie, I gave up with the DG834. At the weekend I bought a D-Link DSL-G624T hoping it would resolve all my problems, but now I cant even get past the set up! I think there’s a problem with the TalkTalk DNS. Anyone got any ideas of a way round?

Here’s are the settings!

From Terry

Hi Dickie. I had a similar problem wherei could only access certain sites all of a sudden. I fixed it by setting my routers DNS servers manually (Primary 62.24.199.13, secondary 62.24.199.23) rather than letting it get them automatically.

Same from Terry

If any of you get this problem then try these DNS servers for your router:

Primary 62.24.199.13

Secondary 62.24.199.23

More to try (even though they don’t seem to help with browsing speed issues)

Andrew

62.24.128.17 & 62.24.128.18

I believe the moral of this story is dynamic DNS assignment isn’t always the best idea…

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Watch Charles Dunstone’s whimsy!

Oh, he’s so funny.

(And this is actually why YouTube was invented.)

Convergence and Competition

Taken from the Telecommunications World blog

(And an additional thanks to them :))

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O2’s 07872 prefix causing problems.

Not something we can blame on Charles Dunstone and his band of merry Scrooges (sadly…) it seems to just generally be an issue. Its resolution, however, pends someone getting off their wide posteriors to sort it out.

O2 have had complaints from customers who have mobile phone numbers starting with the prefix 07872 who have been unable to receive incoming calls from 2 networks.

O2 have found a problem with customers receiving calls from Talk Talk and Vodafone. The problem was spotted on Friday 15th December when certain O2 customers could not receive incoming calls from either network.

O2 have now fixed half the problem, and O2 customers with telephone numbers starting 07872 can now receive calls from the Talk Talk network, they are in the process of fully rectifying the situation so that customers can also receive incoming calls from Vodafone. This should be completed by today, Wednesday 20th December.

Until the problems have been fully fixed O2 will not be issuing anymore sim cards starting with the prefix 07872.

O2’s call problems

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Oversubscription the cause of most Talk Talk problems?

Hey guys,

First off, let me apologize for not being more attentive this week. I’m on a course at work and had a few deadlines to sort out. I am catching your comments and e-mails as they come in. I appreciate everything you guys are doing and saying.

If your comments aren’t appearing, you may want to e-mail me (if you can…) and let me know. I’m watching my spam trap like a hawk but am also hoping nothing gets lost in the shuffle. A lot of comments from Talk Talk IPs are trapped for some reason.

Welcome to the Observer and other new arrivals!

Symptoms of a service stuck?

I spent yesterday evening trying to help someone get set up. What confused me was the way the modem renegotiated the connection every 5 minutes.

You could connect to the modem and view its internal statistics for connection time etc. As it reached 5 minutes the connection died, and was restarted.

This means every 5 minutes there’s a break in service for maybe 20 seconds or so, which obviously disrupts whatever you were doing at the time.

Would it be fair of me to suppose that they’re so oversubscribed in this area that they’ve deliberately set the reconnection time down to 5 minutes in a desperate attempt to slightly satisfy all of the people for some of the time?

Or is this some feature I could have disabled at this end?

Hate to say it, but it sounds fairly typical. For some bizarre reason my connection has actually improved since October but that sounds exactly like my problem from a few months ago. (As well as others.)

Talk to Dominic if you know of a solution/cause… or anything!

Related:Steve’s steely gaze fixed on his router.

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Welcome to Observer readers

Mornin’!

The Observer has kicked off the campain I alluded to on Friday. Good timing with new mail server issues. If you’ve drifted in from Google or repeat visits have a read.

If you’re an Observer reader, then welcome. Hope you find something useful here.

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