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TV service install problems
vangeezer
14-12-2007
I had Tiscali tv installed today,but don't ask me what its like-Idon't know because I haven't seen it.All I get is a number 4 and then a message saying "No network detected,check your router and cables"The installer said it was because TV had not been activated on my line so he made a call and told me it would be OK in a few hours.Then he left after giving me some numbers to input as and when the box worked.Sucks to be me.Has anyone had this problem?
Ta
StewartG
14-12-2007
You have done better than we have here! We ordered online and were given an install date of 30th November. No one showed up to install and when we called we were told that they didn't have our order - however they could see that we had been sent a confirmation email.
We were told it would be installed the following week, but that day came and went with no TV. We are also trying to get the broadband upgraded to 8meg and that has been promised to happen too many times to count now.
On my last call on Saturday I was told that my problem had been passed to the provisioning team and that it would take 72 hours to resolve. This is turning into a very long 72 hours! So we sit here with no sign of Tiscali TV and those adverts for Virgin are looking ever more appealing.
vangeezer
21-12-2007
Originally Posted by StewartG:
“You have done better than we have here! We ordered online and were given an install date of 30th November. No one showed up to install and when we called we were told that they didn't have our order - however they could see that we had been sent a confirmation email.
We were told it would be installed the following week, but that day came and went with no TV. We are also trying to get the broadband upgraded to 8meg and that has been promised to happen too many times to count now.
On my last call on Saturday I was told that my problem had been passed to the provisioning team and that it would take 72 hours to resolve. This is turning into a very long 72 hours! So we sit here with no sign of Tiscali TV and those adverts for Virgin are looking ever more appealing.”

Have you got your TV service yet??
I aint.
StewartG
31-12-2007
Nope despite taking my order and telling me that I could have the service, I have now been told that my exchange is not enabled. Samknows and Tiscali's web sites both say it is - and still say it is.

Have now ordered Virgin TV, will try again later in the year for Tiscali - still waiting on my broadband upgrade from them and I live in hope that someone at Tiscaliu actually cares about their customers and will see fit to complete at least that part of my order that was oringinally placed mid November!
MK_Brett
31-12-2007
Originally Posted by StewartG:
“Nope despite taking my order and telling me that I could have the service, I have now been told that my exchange is not enabled. Samknows and Tiscali's web sites both say it is - and still say it is.

Have now ordered Virgin TV, will try again later in the year for Tiscali - still waiting on my broadband upgrade from them and I live in hope that someone at Tiscaliu actually cares about their customers and will see fit to complete at least that part of my order that was oringinally placed mid November!”

Hi,
I can't really help much from hear (DS) but if you sign up on the TTV forum http://www.tiscali.co.uk/forums/forumdisplay.php?f=412 we can pull up your details an see what we can do
StewartG
31-01-2008
Well logging in the Tiscali forums has so far been a waste of time. So far I have had 4 replies saying someone is looking into my problems and Tiscali managed to ring our old phone number once - just as well we know the person at that number. Tiscali support and customer care is just shocking - does anyone have any numbers to ring that seem to get some action?
Zapomatic
31-01-2008
Originally Posted by StewartG:
“Tiscali support and customer care is just shocking - does anyone have any numbers to ring that seem to get some action?”

Probably the one you use to tell your bank to cancel the direct debit!
StewartG
31-01-2008
I hate when companies don't care, really gives you no options. I always try to think that someone at Tiscali must care about customers, I just haven't talked to them yet!
Zapomatic
31-01-2008
It feels like the ones that do seem to care can't actually do much to put things right except "escalate" a problem to some higher being, where the problem is either ignored or dealt with in an unacceptable timescale.
StewartG
31-01-2008
It does seem that way, but I am never sure if anyone I talk to there is telling me the truth or if they are just trying to placate me. No one at Tiscali so far has done or said one thing that has happened. Just a string of people saying we are looking into it, or sorry we can't help wrong department call so and so. If anyone at Tiscali tells you they will be in contact then I would not recommend holding your breath!
Zapomatic
31-01-2008
Had my install today despite Tiscali sending a letter saying it was cancelled because my line hadn't been provisioned. Broadband works, TV doesn't but the installer made a call and my TV provision is being forced through and I am to be called tomorrow with instructions on what to do to activate it.


The Tiscali+ box is like the ugly, obese offspring of the old Homechoice box. The engineer was grateful when I gave the old box to him, saying they were very short of them. He did ask if it worked properly before taking it away, making sure it hadn't cooked itself as they tend to do after a time.

According to the My Account section on Tiscali's website I don't even have broadband, let alone TV! Wonder if they will forget to bill me?
StewartG
01-02-2008
Wow you got Tiscali TV. Well done, I just hope it is worth all the troubles. At least once you have it, assuming it doesn't go wrong, you won't have to deal with the atrocious customer support teams for a while.
Badbingo
01-02-2008
mmm I used to like Topic bars.
IS the tiscali Box actually wireless? .. I had mine installed recently and the engineer was in and out quicker than an £80 parking ticket, so I didnt really get the full Gen. It works fine wired up thru ethernet, but I got the impression the box was wireless as well as the modem/router. Also is the modem/router a bog standard thomson 585 or is it special in any way (I'm thinking vlan qos and other geek stuff). I didnt get an install disc for the modem either,
N.B. I quite like the big black box, its goes with all my other green led'ed Hifi stuff.
TV Seems ok so far. (week 4)
Zapomatic
01-02-2008
The box itself isn't wireless but if you want to site the router elsewhere you can use Powerline adaptors.

The router has customised firmware so the admin pages have Tiscali logos and colours, and yes you are right it has a VLAN bridge set up for the TV. You can get to the setup pages at 192.168.1.254 (wonder why Tiscali don't tell you this?) The default password is Administrator. I'd recommend going in there because the default security setting seems to be 40-bit WEP but you can easily switch to WPA.

StewartG, I used to have Homechoice so I know it's great when it works. It's just been such a hassle getting this far and I wasn't even migrating - this was a new install on a brand new line! However I've found the Tiscali TV tech support team to be pretty good and if I phone in the daytime I get to speak to someone straight away (Tiscali and no phone queues? What's going on!?)

So far I have none of the common Tiscali problems - testing my speed I'm getting around 6.5 meg and I've been doing P2P downloads with no problem at all and at good speed. Not tried a torrent yet though.

Providing my TV really is sorted out today I will be very happy.
StewartG
01-02-2008
I have spoken to the Tiscali TV help desk a few times, but since I don't have TV they can't help - it is the same where ever I go at Tiscali - everyone says sorry to hear you have a problem, but no one wants to help resolve it.
Badbingo
02-02-2008
Right .. I thought the box wasnt wireless as it didnt have a Aerial. I got the bit about the adminpage as it was in my browser history.
Thank god I didnt flash the router with an updated firmware!
I can confirm torrents do work (after a bit of port forwarding).
The router actually uses a version of linux, must be tiny...
Zapomatic
02-02-2008
Good news, TV was activated this morning after I sent a text to the engineer - I must say the service he has provided throughout has been excellent.

Tiscali website still thinks I have no broadband or TV, haha!
Peter We
02-02-2008
Originally Posted by Badbingo:
“Right .. I thought the box wasnt wireless as it didnt have a Aerial. I got the bit about the adminpage as it was in my browser history.
Thank god I didnt flash the router with an updated firmware!
I can confirm torrents do work (after a bit of port forwarding).
The router actually uses a version of linux, must be tiny...”

Linux is quite common in embedded systems like routers and STB's.
vangeezer
03-02-2008
Originally Posted by Zapomatic:
“Good news, TV was activated this morning after I sent a text to the engineer - I must say the service he has provided throughout has been excellent.

Tiscali website still thinks I have no broadband or TV, haha!”

Can't agree more,the service you get from the engineer's is excellent.Its a shame CS don't have their training and work ethic.
softallan
01-03-2008
Hi folks, first time posting here so please excuse any ignorance on my part.

I just got Tiscali TV+ added to my current Tiscali broadband. Having read here, I totally agree that Tiscali CS is awful but the Tiscali TV engineer was excellent.

My problem is that he replaced my old Speedtouch router with a new hub for TV and broadband (Speedtouch ST585) and ever since, I get no responses from P2P programmes. I know you're probably all shouting "Port Forwarding!!", but I can't seem to work out how to forward this router.

Can anybody help me? I would greatly appreciate any advice given. Thanks,

Steve
Last edited by softallan : 01-03-2008 at 02:28
vangeezer
01-03-2008
This page helped me out.

http://www.portforward.com/english/r...BitTorrent.htm

I skipped the bit about a static IP,made no differance.
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