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No service since 21/3 - No updates from CSC just apologies

MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Here is a tale of woe from a normally happy LLU customer. Until 21/3 I was happily synch'd at 8mb getting a nice steady 4mb download.

Then it all went wrong. I lost synch on the eve of 20th and the internet light on my GD834 went out. Dug out my old USB modem and tried that still no luck, so next day raised a ticket with CSC. ID: 21570583

On 23rd this was raised to 'suppliers' aka Tiscali.
28th asked to retest and also leave just one phone left in
30th chased
1st chased
2nd chased
3rd apology from CSC no update
4th problems with suppliers fault ticketing
5th issue raised back to wholesaler
9th chased
10th another apology
11th chased (again)

So I am none the wiser, apart from I know there has been a problem with the fault ticketing system at the suppliers :!:

Can anyone actually get me an update or get my problem fixed as apologies and good customer care skills have not fixed my issue and have left me paying for a non existent service
14 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

No service since 21/3 - No updates from CSC just apologies

Hi,

There's no update showing that I can see at the moment, but I'll see what we can find out for you.
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Thanks Dave for picking this up.

Got to say the CSC have been very good, they just seem not to be able to get any information or updates out of Tiscali
Community Veteran
Posts: 1,850
Registered: 04-04-2007

No service since 21/3 - No updates from CSC just apologies

Hi there.

I have passed this to one of our most senior analysts for follow up.

I'll come back with an update as soon as I get it.
Community Veteran
Posts: 1,850
Registered: 04-04-2007

No service since 21/3 - No updates from CSC just apologies

Hi there.

We have had an update from our suppliers and your ticket has been updated.

In addition, our analyst has has been in touch with your home by telephone.

We'll keep you updated and hope to have the problem identified and resolved asap.

Dont hesitate to give us a shout if you need anything further.
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

I have unplugged all my home phones - Did we get anything out of Tiscali around my issue?
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

No service since 21/3 - No updates from CSC just apologies

Hi there,

This is being chased regularly for you, however there is no update as yet since we last contacted you.

I've asked one of our senior faults guys to keep pushing this for you, and hope to have an update today on this one.
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Are Tiscali being shy in updating my problem. As another day has gone by with no news.

So it looks like another day using my T-Mobile Vario II as a modem. Web 'n' Walk has been a lifesaver :lol:
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Do Tiscali support work weekends? Or can I expect no update now until Monday. As you chased all day Friday for me and got no response is there any further escalation path that can be used within Plusnet
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

No service since 21/3 - No updates from CSC just apologies

Hi there,

Looks like the escalation gave us some progress, there's an engineer being sent out on Monday, initially to the exchange but if they don't find any issues they will then need to visit your premises.
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Good news at last, its good to see some progress
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Hi

Quote

Looks like the escalation gave us some progress, there's an engineer being sent out on Monday, initially to the exchange but if they don't find any issues they will then need to visit your premises.


Did we get any update from the engineer?
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

No service since 21/3 - No updates from CSC just apologies

Looks like the engineer is being booked for this coming Friday from what I can see on the notes. We'll let you know when this is confirmed.
MyTwoCats
Dabbler
Posts: 22
Registered: 13-08-2007

No service since 21/3 - No updates from CSC just apologies

Am back on line, can you reset my profile please. Am stuck at 150 kbs
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

No service since 21/3 - No updates from CSC just apologies

Looks like one of my colleagues updated this last night for you shortly after you made this post.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff