Category Archives: isp

Halo 3 issues?

Well, that’s a new search term. ‘Halo 3 MTU’ came up today.

What’s the issue? Do I need to fear something?

Edit: The folks at Eurogamer are all a buzzing about NAT problems and Halo 3. thread is here with some good information.

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SMTP restrictions?

Derek wrote in with this regarding sending e-mails from another ISP’s network. My thought is it’s an IP restriction to try and prevent relaying through their mail servers.

(For a run down of open mail relays, clicky on Answers.com

Check Derek’s e-mail:

I have been in France for the past eight weeks. A friend allowed me to use his wireless network but not once could I send an email via talktalk on my VAIO laptop. I telephoned the talktalk help line using my mobile telephone but was told that everything was OK, or that I should use the talktalk internet mail service. This I could do. I then sent an email to talktalk telling them about my problems in only being able to receive emails and not send them. They sent me a reply again asking me to telephone the help line. I asked them to telephone me and another reply simply told me to again telephone the help line.

As you know, using a mobile telephone to contact a help line, press one, press two press three etc. is very expensive. Fortunately, I had retained my dial-up connection to waitrose.com and was able to access this to keep in touch with emails and such like.

When a customer is in difficulty and sends an email asking for help, surely it should be within the bounds of the help line to ring back to try and discover the problem.

I have been a strong supporter of the TalkTalk telephone and Broadband service since it started and recommended it to many friends. I appreciate that the service has attracted incredible numbers, as there is no service to beat it at the price. I hoped that after the service had been in existence for such a length of time most of the connection problems should have been sorted out.

What do you guys think? Any confirmation? Honestly though, the tech should have known if this was the case.

NNTP and Talk Talk?

Flattery will get you almost everywhere there Peanut:

Hi, firstly I am in what I expect to be a minority of people who receive a great broadband internet service from TalkTalk. I know. I couldn’t believe it either after the horror stories! But yeah, much faster than our previous ISP (Eclipse), and I didn’t think net speed could vary between ISPs with ADSL…

Anyway, I have a query… I’ve trawled the interweb and the TalkTalk site trying to find out if they offer a newsgroups / Usenet service. Do you have any information about this?

Great site; every time I have a TT problem, the answer’s usually on it somewhere! 🙂

*blush* Thanks!

Anyone know if Talk Talk supports NNTP? I haven’t used a newsgroup since 1999.
(Nothing in the alt. category I’ll have you know.)

Is anybody out there?

In an attempt to step this up after a year of no contact from anyone willing to give their names in CPW, I’ve decided to contact them. I’m sending the below to Charles Dunstone and the press office. I’m pessimistic but genuinely hopeful someone will come back to us.

Dear Sir/Madam,

I’m the webmaster behind Talk Talk Hell, the blog featured in the Observer in December and used by your disgruntled customers for solutions (and general gripes.) I’ve been running the site now for over a year and still get around 800 hits a day (600 of those unique.) Over 100,000 people have come to this blog seeking support. And yet, I realize to you that these numbers seem small. However, our page ranking is 1st on Google for ‘talk talk problems’ and various permutations of the above. Any answers you provide will be read by your deeply unhappy customers.

In the time I’ve been running this blog I haven’t had any direct correspondence with anyone within CPW PLC willing to give their name (beyond your enthusiastic legal department.) I thought it was time to provide you with the opportunity for ‘right to reply’ and give my readers some answers to the issues they’re having.

I was wondering if someone would be willing to address some of the current issues on my website.

Amongst the most frequent problems people are reporting:

1. Billing issues. Your billing department, despite promising they wouldn’t, recently sent a 73 year old man to a debt collection agency. This isn’t the first or last time I’ve heard of this happening. In fact, on the blog now, there are 3 separate incidents within the last 6 months that readers e-mailed me about.

2. Connection problems. Despite Charles Dunstone stating over and over again connection issues are being or have been resolved, I’m still getting reports of people taking months to get connected.

3. Compatibility issues between Talk Talk’s products and popular models of Netgear routers. I realize Talk Talk states in their T&Cs that they won’t support routers purchased from other sources. However, many people still do use these products! We have a fix, but your tech support providers seem unaware. This is, by far, the most highly read article on the site.

4. LLU issues. People are still being left without phones/broadband. You’ve just launched a cheaper unbundled product. Are there any contingency measures to make sure the issues you’ve had with Openworld don’t get any worse?

5. Continued e-mail problems. There are regular disruptions to your mail service. As of yet no fix, solution or status has been provided.

I look forward to hearing from you.

Kind Regards,
Tiffany Craig

Anything else you guys want to say?

Edit: Well, that didn’t go very well!

his is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

PressOffice@cpwplc.com

Final-Recipient: rfc822;PressOffice@cpwplc.com
Action: failed
Status: 5.2.1
X-Display-Name: Press Office

Edit2: Decided to give it another go:

postmaster@cpwplc.com
to me

show details
13:40 (1 hour ago)
This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

PressOffice@cpwplc.com

Final-Recipient: rfc822;PressOffice@cpwplc.com
Action: failed
Status: 5.2.1
X-Display-Name: Press Office

Edit3: From Charles Dunstone’s office (bets on whether or not they’re popping a nice Pinot and laughing at me?)

Thank you for your email, this is a courtesy response to let you know we
have received it. We always strive to respond within 3 days

This is an automated response, please do not reply to this message.

Charles Dunstone’s Office

Customer’s ‘legitimate’ traffic gets throttled….

Anyone else experienced random throttling on P2P or online games?

Thoroughly pissed off I went back on their website and read their terms and conditions inside out – when I noticed a link to an FAQ. In the FAQ it stated that ‘Legitimate music and gaming services would not be effected by their traffic management techniques.’ I had them. Checkmate.

Read the whole account here!

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Some tips from someone working in a call centre.

I’m not actually allowed to say if this is from CPW staff. (Thanks CPW Legal team!) However, it has some good advice.

1) *Always be polite and friendly.* I’m sure most of the time this is
the last thing you want to do, but an advisor would much rather help a
nice customer.
2) *Clearly explain your problem.* Avoid saying things like “as you can
see from my previous emails…” as this only extends the amount of time
an advisor has to spend researching the problem, making some of them
less likely to give you a proper response. Ideally paragraph but avoid
any kind of HTML or formatting as the email system we use removes all of
this.
3) *Don’t bother asking for the email or letter to be passed to Charles
Dustone, etc.* It just won’t happen. And, even if it did, I doubt he’d
have any idea of how to deal with the issue.
4) *Always include DPA details if discussing account-sensitive
information.* DPA stands for the Data Protection Act, and we need to
complete this process in order to look into your account, so it’s best
to include your telephone number, address, account number and the bank
from which TalkTalk takes your Direct Debit in every bit of correspondence.

There’s some good info as well. Like there’s a phone pilot going on? Has anyone been called back by Talk Talk staff over the last few months?

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Crap connection, crap service.

So, LLU is the solution to the world’s broadband problems?

I really can’t deal with talktalk any more, or I think I will EXPLODE!!!! I better get if off my chest here I think before I rally my energy to go back in to the ring with another of their rude, unhelpful, arrogant or just plain non English speaking operatives.

We moved in October 2006, and requested that our phone line and broadband be transferred to our new address. After many promises verbally and in writing, non of which where honoured, we finally got our broadband on the 2nd January 2007.

The service was absolute rubbish, the speed was pathetic, I would have been better off on dial up, the connection kept dropping, and I couldn’t get on when I needed to due to a variety of error messages. Suddenly my service was dropped over one whole weekend, for 48 hours without warning. No telephone, no broadband. No-one would give me a straight answer as to when it would go back on, and despite their insistence that they had sent me a letter to tell me that they where going to suspend my service due to upgrading the line, I never received such a communication. When the service was resumed, the broadband was worse than ever. I was assured I would have up to 8MB, I would be lucky to pull 3 on a good day with the wind in the right direction. The little monkey on a bike at talktalk was obviously not peddling hard enough, as my connection just kept cutting itself off every 5 mins. I decide to steal myself for a conversation with their technical department on Mars, charged at 10p a minute, the cheek of it. The guy told me to click the broadband icon, and see if talktalk would connect. ‘There you are then’, he said. ‘ Is there anything else I can help you with today?’ I said I doubted it, and went and banged my head against a brick wall. This morning [11th of May] our service was cut off completely again. No phone and no broadband. I rang and asked for the MAC code. Talktalk’s own little ray of sunshine, John (wouldn’t give me his second name) was arrogant, rude obstructive and unhelpful. I have now put my husband on to the lovely John (send kisses) he could try to speak to him like that, but I wouldn’t advise it.

From crappy collections to shoddy service. Good luck Kate!

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