Tesco problems
Fred
My father has just passed his activation date with Tesco Broadband.
Unfortunately it does not work. The ordering process went fine, equipment
arrived on time etc. The lights on the USB ADSL modem are both solid, and
microfilters are correctly set up.
My father is 85 and disabled so he doesn't know about this sort of stuff,
but I do. When we try to connect we get "The Username/Password is invalid
on the domain". After waiting 20 mins on the first occasion listening to
the canned music on their free support line, then 25 the second time, I
finally got to speak to 'Martin' on the third attempt after over 1 hour of
canned music!! He actually seemed to know what he was talking about, and
said he thought their was an account problem at their end which he had
fixed.
This morning my father still gets the same error. The username and
password are correctly entered. It seems almost pointless going round to
his house and phoning their support number as it would seem likely that I
would not get through before it was time to go home to bed!
I found in a forum somewhere that there were quite a few people talking
about the same problem, so thought I would try a post on here. Apparently
a common cause of trouble for Tesco Broadband customers is that their email
address may be for example j.s...@tesco.net, but the name they have to use
to connect is j.s...@adsl.tesco.net. BUT this is not the cause of the
problem in our case.
Does anyone have any suggestions? I intend to try to get through to the
person I was talking to yesterday via their Customer Services phone number
(as opposed to their Broadband Support number) which he said I should be
able to do. He even gave me his name and extension number!
Failing this though, I think we'll have to cancel the contract, cancel the
credit card payments and wait until we can get set up with another ISP. I
regret the decision to go with Tesco (I am with Pipex myself and have no
problems).
By the way, for those interested, the Tesco Broadband product is based on
DataStream rather than the usual IPStream. I also understand that
DataStream tends to suffer more from contention because of the average size
of the user base.
Kit
"Fred" <non...@none987.net> wrote in message
news:cjgtnb$kks$1...@rdel.co.uk...
oh dear - I am SO sorry to read this tale. It was like reading my own story.
I had horrendous problems with Tesco but managed to get away.
When I first tried to connect I did have this problem of failure to
authenticate - and it was due to the filters and splitters being in wrong.
That was the one good thing Tesco did - I had a helpful chap called Dominic
who from the end of the telephone guided me through setting up all the
filters on my very complicated system here at home.
Once that was done we could authenticate and get online ...... but that was
just the start of the problems. Once online I couldnt stay online and many
times again I had the failure to get online and when I tried to get through
was told it was because it was this new *data stream* product rather than
the traditional ones.
If you want my opinion get out - but it wont be that easy ........ I had a
month long battle to get away without being penalised and then it is up to
Tesco to free up your line. You are not allowed to contact BT to ask them to
remove the ADSL ... it is up to the ISP. Nor can you go to another one until
your line is free.
Good Luck.
Another thing - definitely go via Customer Services which the number is 0845
650 8000.
I did have a very helpful man on there but while he DID supposedly give me
an extension number - when I tried to use it on subsequent times - was told
it did not exist !!
I havent really helped here sorry !!
Jo
>
Bobby
If my public-sector employer gave a service half as bad we would be
crucified all over the papers.
Double standards.
Bobby
"Kit" <m...@privacy.net> wrote in message
news:2s2gscF...@uni-berlin.de...
Fred
but it hasn't quite come to that yet. Tomorrow I shall go round and try the
PC directly into the master socket (with a filter of course!). The trouble
is when the service is this bad there is little you can do except cancel.
Hey, don't forget, "Every Little Helps"....... perhaps they really mean
"Very Little Help" !!
cw
password).
If that works then all your equipment is fine and it is either BT not
passing authentication to Tesco or Tesco cocking up the authentication.
If that doesn't work then it could be an equipment setup or line/exchange
problem.
--
Colin
*Drop DEAD from the email address to reply*
Fred
news:Xns9574A52A...@212.159.2.88...
Thanks cw, but I have already tried this. It didn't work either, but the
bloke I spoke to at Tesco Broadband Support said that only works for
IPStream products, and that Tesco's offering is based on DataStream. Does
anyone know an equivalent test for DataStream, or is his statement not true?
David Wood
>Thanks cw, but I have already tried this. It didn't work either, but the
>bloke I spoke to at Tesco Broadband Support said that only works for
>IPStream products, and that Tesco's offering is based on DataStream. Does
>anyone know an equivalent test for DataStream, or is his statement not true?
It is true that bt_test@startup_domain it doesn't work on Datastream
and, to my knowledge, there's no equivalent for Datastream based
products.
David
--
David Wood
da...@wood2.org.uk
Not Me
> Hello,
>
> My father has just passed his activation date with Tesco Broadband.
> Unfortunately it does not work. The ordering process went fine, equipment
> arrived on time etc. The lights on the USB ADSL modem are both solid, and
> microfilters are correctly set up.
<snip>
Hope you manage to solve your problems, I do have to say Tesco are the
best ISP I've been with, and is lightning fast compared to Pipex, who
have far worse support in my own experience.
Anyway I best stop saying this now, as it does seem I'm the only happy
customer they have :p
Cheers,
Chris
Fred
news:cjrisg$vja$1...@ucsnew1.ncl.ac.uk...
My father's Tesco Brodband is now working fine. It took two calls to Tesco
Support, on each occasion having to wait about 1 hour 15 minutes for a
reply! On the second occasion they said they would phone me at my father's
house at a pre-arranged time, but they didn't. They have never replied to
the original email I sent to them.
However, as I say, it is now working fine. The Tesco people 'refreshed our
account details' and this seems to have done the trick.
So, the moral of the story seems to be that Tesco are fine as long as you
don't have any problems. Their Customer Service is completely overloaded.
Hopefully things will improve.
Q
Tesco
> Support, on each occasion having to wait about 1 hour 15 minutes for a
> reply! On the second occasion they said they would phone me at my
father's
> house at a pre-arranged time, but they didn't. They have never replied
to
> the original email I sent to them.
>
> However, as I say, it is now working fine. The Tesco people 'refreshed
our
> account details' and this seems to have done the trick.
>
> So, the moral of the story seems to be that Tesco are fine as long as you
> don't have any problems. Their Customer Service is completely overloaded.
> Hopefully things will improve.
>
>
You waited a long time on the phone because you were calling NTL. Always
the same with them.
_Jax_
>
> However, as I say, it is now working fine. The Tesco people 'refreshed
> our
> account details' and this seems to have done the trick.
>
I couldn't connect for about a week and I asked Tesco to do this, they
said they did but in fact just reset my line. In desperation I went and
bought a linksys modem which also didn't work, but the tech support guy
after half a hour said perhaps i should try asking them to change my
password. THIS WORKED! God knows why tesco didn't know this fixed the
problem, actually I have no idea how this fixed the CHAP authentication
error thing.
Just thought I should post this for others googling around. Although I
would advise against choosing tesco in the first place :)
--
_Jax_