186k, Elite Internet, Mailbox Internet Services Go Bust?
Before I begin, if any readers are looking for the “1st post of 2009” article that I emailed you about yesterday, please click here to view.
Also, with regards the title of the post. I don’t know if 186k are in any sort of financial trouble, hence the question mark. I am only assuming as I can see no other reason as to why Tiscali would pull the plug on them.
Now on with the post 🙂
I seem to be dogged by broadband troubles. Around 4 or 5 years ago I signed up for broadband with a company called “E7even” broadband. At the time they were offering state of the art broadband, with no upload or download limits for only £14.99 per month. They were by far the cheapest provider at the time so as you’d expect, they managed to pull in a lot of customers.
Everything was fine for around 2 years, until 1 day all E7even broadband customers awoke to  what I think they described as a “garden walled” page – please feel free to comment if my terminology is a wrong! It simply said that E7even Broadband were no longer able to provide Internet services for their customers, to put it simply – the money had run out.
So customers were presented with a couple of options:
1. Sign up with a company called EzeeDSL LTD (part of the 186k group) and be instantly reconnected.
2. Wait for 30 days until the line could be disconnected and then you could move to another provider.
Being left without an Broadband connection for 30 days would have been a nightmare for most customers, so as you can imagine, a huge percentage of E7even broadband customers went for option number 1 and signed up with EzeeDSL.
The price for the package was £5 more than the E7even package and came in at £19.99 per month for a connection with unlimited downloads and uploads. The only downside at the time was a forced 12 month contract, but with no other real options many people, myself included had no choice but to sign up.
During the next couple of years, the connection was fine. Support didn’t exist and many people had trouble getting MAC codes, but I never really needed any support so it didn’t matter.
During the time I was with EzeeDSL, or 186k Limited. They also “rescued” – there words not mine! A number of customers from other broadband service providers in the same way they did with E7even customers. 186k were starting to get a reputation for buying out smaller companies with financial problems, they were providing the broadband service for all of the following:
- EzeeDSL
- Elite Internet
- Mailbox Internet
So….jump forward to January 16th 2009. Some (including me) 186k/EzeeDSL/Elite Internet/Mailbox Internet customers were awoken to the following notice from 186k’s main provider – Tiscali. All former E7even customers should notice the screen 😉
You will no longer be able to access the Internet from this connection. It is essential that we move your existing Internet broadband connection to a new Internet Service Provider.
Tiscali Business Services is the underlying provider for this broadband line. Your Internet Service Provider (being 186k Limited, Elite Internet Services Limited or Mailbox Internet Services Limited), has been delivering your service pursuant to arrangements with Tiscali Business Services. Unfortunately these arrangements can no longer be maintained and Tiscali Business Services needs to move your service to a new Internet Service Provider, to ensure continuity of your Internet connection.
Whilst we appreciate that this is very disruptive it is essential that we resolve this as soon as possible. To minimise the disruption to you we will re-connect you with a temporary user name and password whilst you arrange a permanent move to an alternative Internet Service Provider. Tiscali Business Services has made the necessary arrangements to assist you in transferring your service to an alternative Internet Service Provider as quickly as possible. The temporary user name and password will remain valid for a maximum of 30 days from the date of issue.
We do understand the inconvenience that this will cause. If you are happy with your underlying network provider we have been able to set up a straight-forward process with three internet service providers who use Tiscali Business Services’ network. Each of these Internet Service Providers offers a full range of services including up to 16Mb packages (where available), a minimum 3 month contract and a variety of complementary services.
If you are a business with a single line where your email and hosting are not provided as part of your existing package of this line we recommend:
PIPEX BUSINESS – High performance Business broadband products from £14.50 per month exc. VAT, with the first 3 months free, if you commit to a 12 month contract. Please contact 0800 954 2857*.
If you are a business with multiple lines and where your email or hosting is provided as part of your existing package of this line we recommend:
NILDRAM – High performance Business Class broadband products from £14.50 exc. VAT, with the first 3 months free, if you commit to a 12 month contract. Please call 0800 072 0417*.
If you are not a business user and or do not need business style products we recommend:
freedom2surf – High performance broadband products from £13.70 inc. VAT, with the first 3 months free, if you commit to a 12 month contract. Please call 0800 072 0400*.
You are, of course, free to choose any alternative Internet Service Provider that you desire. If you do not want to use any of the three Internet Service Providers above, and instead would like to migrate to another Internet Service Provider, then please call 0871 265 7261** (calls charged at National Rates), or send an email with the following details:
Phone number that your broadband service is on
Your address
Your postcodeSend your details to mac@uk.tiscali.com – and a MAC code will be provided within 5 days. Unfortunately we are not able to fast track such transfers, and this transfer may take the standard 10 to 30 days.
If you are unsure of which option to choose or need more information please email us on 186kinfo@uk.tiscali.com and we will respond within 24 hours, or access our Frequently Asked Questions here.
*Phone lines open from Monday to Friday 8am – 6pm
**Phone lines open from Monday to Friday 9am – 9pm
It seems like Tiscali decided to pull the plug on 186k Internet.
So 186k/EzeeDSL/Elite Internet/Mailbox Internet customers are now in the following boat:
1. Sign up with 1 of the 3 providers listed on the holding page.
2. Call Tiscali Business Services and request a MAC code and a temp username and password
I have already selected option 2.
I called Tiscali Business Services at around 10.15am this morning and got stright through to an operator, I didn’t have to go through a queue which was surprising. I got through to a very helpful chap that provided me with a temp broadband username and password that I can use for the next 30 days whilst I find another provider.
He also generated a MAC code for me that should arrive via post, in around 5 working days.
So all in all, despite feeling resentment towards 186k. I think a lot of credit has to go to Tiscali for the way they have handled the siuation. Back when the same thing happened with E7even, we were forced to sign up with 186k or go without broadband for a minimum of 30 days.
This time, at least Tiscali have given us 30 days of temp broadband access so we are able to choose our own provider if we wish to do so!
And just on a side point, if any of you are unsure about connecting to the Internet with your new Tiscali temp username and password. Feel free to leave a comment with your router name and model and I’ll be happy to help you out!
So the only question that’s left now is….Who should I choose for my new Broadband provider 🙂
I don’t live in an LLU enabled area, but as far as I know it should be coming to us sometime in the first half of this year, so I don’t really want to be tied into a long contract. So far on my list of potential choices are:
- Zen
- Sky
- BT
Any other suggestions?
I’m sure there will be a lot of traffic to this page, so please do feel free to leave any comments you may have. Loads of people reading this will be in the same boat as you so we should be able to help each other out!
Thanks for reading,
Dan
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Hi,
Just noticed that 186k have updated their website with info on the dispute. try http://www.186k.co.uk/186k_tiscali_dispute.html
Shame it took them 5 days to bother to do this.
Every time I checked the efh webpages over the weekend, they simply said “Everything is fine and dandy at the moment” as regards internet connection.
Also, how hard would it have been to email existing customers? Now that I have my temporary log in, I have checked my emails and there is nothing from efh or 186k.
Customer service remains, as usual, second rate.
Obviously 186k had to be careful what they say about the issue, as Tiscali seem to have already been totally unhelpful maybe they just took some time to put the correct details on the site.
im happy anyway, I used the form and will get migrated over to them and away from the nightmare called “Tiscali”!!!
I think that Tiscali are getting a bum deal on this blog. Im with Tiscali LLU and have had no problems at all with them in the last year. I also have Tiscali tv which also runs fine.
Shaun
Lol Tiscali LLU are terrible, they use cheap DSLAM equipment by Huawie! They dont know what they are doing half the time.
You have Tiscali LLU and TV, however aren’t you a bit concerned that all they want to do is sell up, they dont care about customers anymore, as long as they get the numbers up they can sell you on, like trading cards! its so wrong.
Small isps with BT pipes are not better than Tiscali – just different. Any pretence that the links will be more stable or repairs will be done quicker on one or the other is not true.
Firemouth
ok, so if you resell for Tiscali you have to use their support, they then pass on the fault to BT, even for LLU they have to do that, so its an extra step in the process. So logic tells you that it is faster to talk directly to BT with a fault rather than wait for Tiscali to get stuck in the middle.
just got a reply from the form I filled in from some guy in support saying they had placed my order and would contact me in a few days to confirm everything goes through. Looks like 186k are alive and kicking anyway!
I just got an email from Tiscali.
The email was to confirm my MAC code request that I made on Friday over the phone, and that the code would be sent to my within 24 hours.
Here is the email in full:
“Tiscali Business Services – Important notice
Thank you for contacting us and for your request for a MAC code to move your service from your existing supplier.
We would like to confirm receipt of your application and that you will receive this migration code within the next 24 hours.
Although you have placed a MAC code request, you still have the option to migrate to one of the following Internet Service Providers that Tiscali Business Services recommend. Each has been selected to meet your broadband requirements.
*Links to 3 providers*
It is important that you move your service to an alternative provider as quickly as possible and no later than Thursday 12th February when your temporary service will be terminated.
If you are unsure of which option to choose or need more information please contact us on 186kinfo@uk.tiscali.com and we will respond within 24 hours, or access our
Frequently Asked Questions.”
And here is the link to the FAQ page that someone requested about 60 comments up 😉
http://212.139.135.7/faqs.html
That FAQ looks impressive – looks like Tiscali have really been working hard to make sure you guys have the information you need to move on with your connectivity.
Firemouth
Just like you Dan I want nothing to do with 186 or Tiscali anymore and requested a MAC last Friday via the tiscali phone number. I also received the Tiscali email yesterday afternoon stating:
“We would like to confirm receipt of your application and that you will receive this migration code within the next 24 hours.”
Well 24hrs have come and gone but no MAC code yet.
Have you or anybody else actually received one yet? 5th day tomorrow!
I’m in the same boat as you Graham, got the email yesterday but still no MAC. The guy I initially spoke to on the phone said the MAC would come by post, so I guess I’ll have to wait for tomorrows post to see if anything turns up.
Ahh didn’t realise it was by post, so lets give them the benefit of the doubt for another day.
Cheers for the info.
Yes Tiscali have been working hard, they told me that 186k had gone bust! Come on, its as bad as the monopoly Microsoft have made themselves! The more sheep they get in the pen the more they can flog their business for to some other giant who wont care about the end user.
Where is the 186k faq?
ah sorry, is that a FAQ, looks more like a sneaky bit of advertising to me, why not try one of our recommended suppliers, all owned by Tiscali, yet people moaned about 186k being linked with its recommended supplier, just goes to show how larger companies always bully the smaller ones out.
Notice how Tiscali have not told you that they intend to sell you on to anyone who would be silly enough to buy them out, do they really care?
I understand you’re a 186k supporter, but from my point of view the whole Tiscali situation has been a bit of a blessing.
I’ve been with 186k/E7even for years and the support from 186k has been terrible. They had to close down their official customer forum as there were so many customers with disputes.
I’ve used this as a chance to finally get a MAC code and switch providers! And the provider I’m moving too isn’t anything to do with Tiscali either 🙂
I am happy with talktalk business at work.
Why is nobody suggesting talktalk to replace e7even. £21/month including all uk land line calls and a few foreign as well, together with half price mobile charges.
The only problem with talktalk services is the call waiting service, it does not tell the second caller that you know he is waiting a la BT. Instead, all he gets is a ringing phone and he thinks there is nobody in!
e7even must be making a fortune out of their tech help line at present as the automated voice is still working and you could wait forever.
e7even went down a few times over the last couple of years and when you rang up there were certain there was nothing wrong (pinging etc)but funnily, shortly after the call it came back on.
@Firemouth – erh Tiscali working hard? Tiscali are saying a company had gone bust when clearly it has not! They are telling bullshit to customers to sucker them to signing up with them.
Funny that i had a nice chat with 186 customer service and got my MAC over the phone! They have advised me of the benefits of staying with them, same contract, same billing and i even get to keep my static ip and mail settings!
Nothing changes so why should i move to another provider and have to go through all the crap of setting up a new broadband account.
Its all lies !!!
It certainly is !!
Maybe you should go for a dynamic IP address
Then you may not come up as :-
TOM TOM , Dohnut_Munch and madfish21
Could this be a Technical wizz from 186k lol ?
I’m in the same boat – E7 & Ezeedsl. Waited in queues 30-40 minutes each time; gleaning a little more info. with every call. Been at it mor the better part of yesterday & today. Neither 186k nor Tiscali can (so they claim) provide me with my MAC no. I’ve had a username & password but cannot connect because for some reason I don’t have an IP address. At each and every call to 186K & Tiscali I’ve been told that only Ezeedsl can provide me with my MAC no. Someone is telling porkies! Please – in sheer desperation how do I proceed from here
186k is ezeedsl so if someone at 186k told you that ezeedsl is the only ones that can help you then they fibbed.
Firemouth
Anyone who is doubtful of the link between 186k and firebox could look at their name server records. These are the servers that are used to store the name records for the domain names so that you can get an ip address to be able to find the server that is hosting the content you are seeking. The records for firenet are below:
http://www.robtex.com/dns/ns2.firenet.co.uk.html
You will see an entanet ip in there as a ptr record – this is evidence of 186k laziness during the purchase of firenet last year.
As you can see the records are very similar for mailbox.net.uk:
http://www.robtex.com/dns/mailbox.net.uk.html
and 186k:
http://www.robtex.com/dns/186k.co.uk.html
All the firenet public sites is in the same datacentre as the 186k site which is why they all fell off the net at the same time the other day.
The datacentre is in Leeds.
If anyone would like to obtain for a £1 the company profile from this site:
https://www.secure.detini.gov.uk/crni/CompanySearch.aspx
The company number is NI39283 the company name you know. I tried to buy the report but there seems to be a problem with their payments system currently. Would be interested to see who is listed as a director in October and February 2008 they seem to have changed at this point. The move to firenet supplying the customer support was around the time of the first change of directors.
As 186k were the isp that tiscali forced e7even and v21 customers to move to when they failed to pay for the services they had with Tiscali it seems ironic that 186k are now suffering the same treatment. 186k are lucky that they seem to have a BT option to try to move customers to. I wonder if everyone would be as sympathetic to 186k if they knew just how much money 186k probably owe Tiscali. How long before BT are not paid by 186 and they are out of options.
I fear that anyone who stays with 186k/firenet will be searching for alternate connectivity in the next year.
I should also have said that Tiscali claim each time I do manage to get thro’ to them that my broadband service no. is not on their spreadsheet – and then comes the – “get back to your ISP provider.”
Try ofcom and the dispute resolution service – check out the terms on the ezeedsl site.
Firemouth
Wyn
Try asking Tiscali what a BT tag shows up as. That should show where you are routed from BT. Then try asking them for a mac.
Only other option is to ask BT to cease and reprovide.
Unfortunately Broadband providers have a lot of problems tracking users as BT do not forward Tel no details at the connect stage. If you can prove who you have been paying then an alternative may be to say, if you are not providing my service give me all my money back !!
I think this is a good thing.
After all most of the deals that 186k are offering is a joke.
Tiscali is doing is a good thing on this, Well done.
As to everyone whos saying there going back to 186k think about if there having billing issues with tiscalli how much cash do they owe to other people and when will they finally be going bust.
Firenmouth
Good research to prove the point !!
But seriously….routing tables….whoaaah man…..
You are gonna get sucked into the Matrix lol !!!
Well done…And the directors…well guess what, one has same surname of 186k owner !! Go figure hey !!
I Have complained on the Ofcom website to Ofcom. The more people who do, the louder our voice. Their site does not easily recognise this problem.
http://www.ofcom.org.uk/complain/internet/issues/comp_ignored/?itemid=286624
This is my brief summary of complaint.
Broadband connection was replaced with a Tiscali page informing me of their dispute and I had been disconnected. Ofcom was mentioned. Options to join Tiscali system were given. Phone call to Tiscali, was informed wrongly that 186k had ceased.
Arbitrary cutoff like this should not be allowed, and Ofcom had apparently okayed the practice.
A month notice is the least we the users should expect.
All 3 parties, 186k, Tiscali and Ofcom at fault.
When 186k took over efh I could no longer log into my account on-line. The password they gave me to the new Medusa portal didn’t work.
It took about 6 months before I was able to get into it, and when I did, I found all the fields in my account record had become totally jumbled up.
Not only that, I could not change my credit card details.
One day my internet was cut off, supposedly for non-payment, despite the fact they had been taking my money every quarter, and still were.
I rang the call centre in India, and had trouble making myself understood.
Finally I got a promise that I would be reconnected, and a couple of hours later I was.
The next day I was cut off again, and I was back to square one.
I have never had any replies to emails I have sent them, either.
Now we have this problem with Tiscali. Thursday night my internet wasn’t working, so on Friday while at work I checked the efh website to see if there was a problem. No, eveything was ‘fine and dandy’.
Friday night I log in, and oh, Tiscali have pulled the plug, but I can ring up Monday to Friday before 6pm. Great, 7pm and no help lines are working.
So I ended up with 4 days without internet. DO I get an apology from 186k? Of course not.
Any mention of some compensation for being without my internet for 4 days (would have been longer if I had not rung Tiscali and got the temp log-in). Nope.
Now I’m waiting for my MAC code, and I have little faith in Tiscali either, following their obvious lies about 186k going bust. Until that MAC code turns up I’m doing nothing, but once I get it, good riddance to both of them.
If people want to stick with 186k that is up to them, but I have had enough
Thank you for all your comments. They are most helpful. I think I have at last been able to arrange for my MAC code to be sent to me.
latest info is Tiscali will NOT give any MAC codes to 186k
to help migration, so anyone wishing to stay with them going to BT Wholesale needs to call 08712657261 an off-shore number
to request your MAC. i did get an answer very quickly, just hope Tiscali will do as promised and supply it to me in the 5 days
**Comment removed at request of poster**
Danial Subhani
pro-Net Internet Services Ltd
Hi Danial,
Thanks for the info, it sure does make very interesting reading!
TBH I’m surprised they have been in business for as long as they have, my own experience with them hasn’t been great to say the least, and it sounds like you had an even worse time of things!
I think this whole broadband mess is a ticking time bomb just waiting to explode. I won’t feel 100% confident about my connection until I have my MAC code and I’m receiving service from another provider.
Today, I have purchased a Mobile Broadband USB Modem “thingy”. I can now surf the internet anywhere I Please. Peace and tranquility reigns once more!
Looking forward to receive my MAC code from the very nice gentleman offshore before deciding on a broadband service providerif at all now I have my “thingy”. No more wires, no more hassles and no need to wait for linre to be installed.
But – any thoughts on BT or Sky Broadband – as I have Sky Plus TV – anyone.
Wyn
With regards to Sky it really depends on what area you are in, if Sky have LLU’d your exchange then it would be worth checking them out.
This just means you can get their quickest packages at the low prices – you can find out if your exchange is Sky LLU enabled here:
http://www.samknows.com/broadband/search.php
Thanks for this info. which is very useful. This is what I found. So I guess that eliminates Sky & leaves me with BT really!!
According to BT Wholesale, houses at your postcode should be able to support a 3Mbps or greater ADSL connection via ADSL Max.
Standard ADSL RAG results
You cannot receive 2Mbps ADSL
You may be able to receive 1Mbps ADSL
You can receive 512kbps ADSL
You can receive 256kbps ADSL
You could still go with Sky, but you wouldn’t be able to get the “upto 16MB” speeds and the dirt cheap prices. You’d need to go with the “Sky Connect” package that costs £17pm and supports speeds of upto 8MB, but you probably wouldn’t be able to get anywhere near that no matter who you go with judging by your exchange info.
The “hamsters” are at full speed in this part of the world already. It would break their little hearts if they had to get up to 16MB.
LOL, you are probably right. Any faster speed would be unfair on those poor hamsters 🙂
I don’t trust Tiscali one inch. I am really hoping you get your MAC code soon, then I can relax a bit until I get mine.
So… nearly a week on, has anyone heard anything more from Tiscali?
As moo says above this post, “So… nearly a week on, has anyone heard anything more from Tiscali?” Well apart from an email on Tuesday from Tiscal promising to give me the MAC code I requested last Friday I’ve subsequently heard nothing from them or any of the tickets I’ve raised with Ezeedsl, nor have I ever managed to get through to speak to any 186K/Ezeedsl rep’s on the phone. I’ve read all the comments on here -and elsewhere – and although at first I was willing to hold on and see if 186K would sort of resurrect itself somewhat I have decided to go to o2. No matter what you all say about the Tiscali/186K argument and who is ultimately to blame I reckon that none of them deserve my/your business henceforth. Just hope that Tiscali come good with my MAC code asap.
Still no MAC code for me either!
I think Tiscali need a gentle nudge.
I emailed ‘mac@uk.tiscali.com’ at 16:26 reminding them of the ofcom 5 day ruling.
They emailed the code to me at 16:33.
I imagine that if they sit codes for another week , people will have little choice but join them before the temp usernames expire. So give them a prod and see what happens.
I sent them an email a couple of hours ago but no response as of yet. I’ll give them until the morning and then I’ll call them up.
I phoned the Tiscali cancellation number 08450774488, and after a bit of a tussle they gave me a MAC over the phone, as I’d been waiting since last Thursday.
Only problem is that when I entered the MAC in the O2 broadband request site it said the code was invalid. Possibly it takes a while for the code to go through as it had the right number of digits etc. Fingers crossed.
A quick update. Still no replies to any e-mails sent to Tiscali. Why they should expect any of those that they wilfully cut off to join their recommended services is beyond me!
After lengthy phone calls today it seems that they cancelled the MAC that they gave me over the phone yesterday. Why? Goodness know, a fit of pique perhaps.
Anyway managed after jumping through lots of hoops, to get another one today. Unfortunately the guy in the 186k department isn’t allowed to send e-mails (!), so he couldn’t confirm it in writing… Anyway I’ve passed it on to O2 (freephone number – pleasant Scottish guy on the phone – ah joy) who checked that it was valid, and it is, so it’s all systems go.
Once this hell is over, the whole saga is going to Ofcom, with a copy to my MP.
Interesting reading.. Personally I’d recommend Be as a provider. (Though i think it’s BeO2 now)- Especially good for anyone who lives flipping miles from their BT exchange like me.
I’ve been with them for a few years and as well as virtually no downtime that I’m aware of, I consistently clock around the 18Mbps mark… Which is a lot better than the 1Mbps I was just managing before.
For what its worth, I reckon Tiscali seemed to have handled things pretty well. But hey, I’m not the one waiting for a MAC code… Reckon I’d be spitting feathers if it was me
Hope you all get sorted soon!
I’d go for BE as well but we can’t get them in our area 🙁
I noticed you had a BE broadband connection when you came onto the D9 site a couple of days ago. With the live chat thing it shows visitor details when they land on the site, including the broadband provider so I’m taking a close look at that atm to see who everyone is with! 😉
Like most I’m still waiting for a MAC too. I’ve been a longtime EFH customer inherited by 186k, and I first started asking 186k for a MAC last October. Instead they negotiated… This time, once I get the MAC neither 186k nor tiscali will see me for dust.
Despite repeated emails to both ‘mac@uk.tiscali.com’ and ‘186kinfo@uk.tiscali.com’ I have not yet received even a simple confirmation or any kind of reply. I first emailed on the 17th, so end of business of Friday and their 5 days are up.
I have also raised tickets on the main tiscali.co.uk site – so far to no avail. There must be a more direct email address to tiscali business broadband – can anyone help with that?
btw, when service was disconnected I was able to connect using ‘testing@dslconnect.co.uk’ with password ‘testing’. That didn’t work tonight, so I suspect 186k or tiscali have done something to my connection. I’m now connecting using the temp phone number login and pw.
Thanks for all your effort in this, too, Dan.
Got my MAC today over the phone from Tiscali (I was with EzeeDSL). Now just have to decide who to switch to. Will not be staying with 186k – they have not replied to emails, and I can’t be bothered calling them – also, as said earlier, they throttled me so badly due to using over 40GB per month.
I am tempted by the Freedom2Surf, as Tiscali are offering 3 months free if sign up for 12. Also, instead there is the option of a 3-month contract to see how it goes, and no sign-up fee. Their Pro package offers unlimited for £16.63 a month.
Another one is PlusNet – even though they have a limit, their second package gives 15GB for £14.65. But, you can use from midnight to 8am without using up the download limit, so file downloads could be configured to run only during the night. There is no set-up fee if signing for a year, and they get good reviews.
Gavin
Just an update on my MAC code – it just arrived via email!
The email said:
“Important – correction to your MAC code
Unfortunately the MAC code that was supplied on Thursday 22nd January at 4.30pm from our systems has an error and will not work when submitted to an alternative supplier.
Your correct MAC code is: **************
This unique MAC code is valid for a period of 30 days from the date it is issued. You should then present the MAC code to your new Internet Service Provider. Your new Internet Service Provider will then process the request to migrate and inform you of the transfer date.
It is important that you move your service to an alternative Internet Service Provider as quickly as possible and no later than Thursday 12th February when your temporary service will be terminated.”
The emails quite strange as I didn’t actually receive a MAC code on Thursday but at least I’ve got one now….all I have to do is see if this one is valid. I’ll keep you posted!
I have received exactly the same email Dan. (Well I hope the mac code is different to yours!).
Looks like they may have sent a load of incorrect ones yesterday, and this is a standard follow on.
Time to go to an ISP and put it to the test now.
My order with IDNet has just gone through and it says the MAC code has been submitted successfully so fingers crossed!
That is a relief. I was expecting them not to send a MAC code, and then twist our arms into joining one of Tiscali’s offerings before the 12th.
I got the same email as others on here have today telling me that my original MAC code was incorrect and my new one was LY********/**20N. Contacted o2 right away to inform them that I had been given a new MAC code but the guy at o2 emails me an hour or so later to tell me that it is also invalid! Got in touch with Tiscali immediatly and the rep is taken aback somewhat that the code is invalid. So after being put on hold he comes back and appologises and mumbles on about there being a admin error concerning some customers MAC codes and that they would have to generate a new one which could take another five working days! Im beginning to think that Tiscali are doing this on purpose so that when you realise that time is running out for migrating to another ISP you will take up their offer as they will probably be able to hook you up within a day or so!
I’d suggest you call them back and insist on a new code right away. They can certainly do it, as they did it for me this afternoon.
You have to be persistent, and do all the usual stuff – take the guy’s name, use it frequently, say your building a file for Ofcom etc. This is on the 08712657261 number.
I’ve just checked my O2 status and it’s still showing “in progress” – no nasty red dots!
A new release of information from 186k.
http://www.broadband-expert.co.uk/blog/broadband-news/new-statement-regarding-the-tiscali-uk-dispute-is-issued-by-186k/77912
Glad some of us have been lucky. I’m still waiting on a MAC. Still no response or confirmation or reply of any kind from tiscali about this, and their 5 days are up. Wish I was a shepherd so I could get the flock out of here.
The following is a post by an Andys999 at ‘http://www.thinkbroadband.com/news/3843-186k-users-cut-off-in-commercial-dispute.html’ – may help those of us struggling to get MACs…
quote:
I have tiscali h/o number here in soho square london.0207-7087-2000.
MAKE SURE YOU PRESS OPTION 0
they are open mon-fri 8.30-5pm
It takes a long time for operater to pick up phone.
ask for complaints dept in SELKIRK SCOTLAND
end quote
Firenet haev said that my orignal MAC is now invalid.
The Tiscali mac request email address has not sent me a MAC code and it has been over 5 days now. The 0871 number for Tiscali is constantly engaged. Firenet say that I need a new MAC code and I can only get this now from Tiscali. What should I do? Tiscali are not responding to emails and the phones are clogged up. Has anyone got a valid MAC yet from Tiscali and if so HOW?? Thanks very much.
There are a few people on here (including me) that have received the MAC code from Tiscali.
All we did was call the number and request the code, it was then sent by email after 5 days or so.
All I can suggest is to keep trying.
tiscali and MACs – a lot of interesting comments on this forum at moneysupermarket – ‘http://www.moneysupermarket.com/community/forums/t/mac-code-issues-name-and-shame-556.aspx’ – basically, despite a few lucky folks, it would seem the rest of us hijacked 186k customers are royally screwed.
What next? MAC codes are not the only way to change provider, surely – and it’s a voluntary scheme amongst ISPs anyway. What other method of changing provider can I look into?
More interesting and infuriating comments on tiscali at ‘http://www.pcadvisor.co.uk/forums/index.cfm?action=showthread&threadid=279128&forumid=2’
A phone number given there is for tiscali’s High Level Complaints at 01483 363490.
(The head office number I gave earlier is incorrect, I just found out – it should be 0207 087 2000.)
And if the tiscali CEO is still a Mary Turner, then she can be emailed on ‘mary.turner@uk.tiscali.com’. I’m going to give it a shot. Good luck everyone else.
Thanks. 01483 363490 doesn’t seem to work (just tried it). perhaps it is only m-f 9-5?
And possibly another email would not go amiss to the tiscali ceo of customer complaints – who may still be ‘Quinn.Mackenzie@uk.tiscali.com’ …
That 01483 number may be a m-f office line only, Doc – or as it is an older post on that link I gave, it’s possibly been changed. Apologies if it’s a dud.
More to be found about tiscali in the wonderful threads on the forum on ‘www.the-scream.co.uk’ including the following, posted there on 17 Oct 08:
HIGH LEVEL COMPLAINTS DEPT
TISCALI UK LTD
TORRENCE HOUSE
ERSKINE HARBOUR, PA8 6A6
tel: 01236 634590
‘http://www.aolbroadband.co.uk/pages/productPages/acquisition/switchTo.jsp?urlseq=8’ provides the following 0800 number for tiscali MAC requests:
0800 107 9000
(this is not an endorsement of aol)
Updated information for Doc and others seeking a resolution, about tiscali’s High Level Complaints dept. This information comes from a post on The Scream from last May:
High Level Complaints Team
Tiscali UK Ltd
The Icon, Lytton Way,
Stevenage SG3 6BT
Tel:01438 363198
Tax:01438 363880
try asking for the chief, a Nathan Francis
I’ve just filed a complaint about tiscali and their reluctance/refusal to issue a MAC here:
‘http://www.ispa.org.uk/cgi-bin/complaints.cgi’
Worth a shot, for anyone else in the same pickle
Has anyone managed to get a MAC code / made any progress?
Nothing yet for me. I’m probably going to Zen when I get it. They can’t help without a MAC – but their rep replied with this:
quote
if Tiscali is not adhering to the 5-day policy for providing a MAC code, you could contact Ofcom and lodge a complaint.
The telephone number for Ofcom is: 020 7981 3040 or 0300 123 3333
end quote
doc, I was one of the EFH clients that was affected by this shambles
I have since received my MAC from Tiscali, submitted this to O2, and have now be given the connection date with O2 on the 03/02/09
My pack should be here 02/02/09, and so far all went smoothly
I too have today got a MAC code from tiscali this was only after another two phone calls demanding a code TODAY I’m Freeeeee (hope the macs valid )Mark B
Still no luck. Tiscali support have their heads up their arses and all I get is conflicting information. I did get a MAC – from Firenet, issued to them by Tiscali – and, naturally, it’s invalid. Tiscali support now says either a) my details with EFH/186k are wrong. Duh? And how have I had service and been billed all these years? or b) there is a technical fault. I still have received no confirmation, or email of any kind from tiscali. I name and shame Varun and Jayanph of tiscali support, (and JarJar and Jabba – oh, sorry, am I getting carried away?) and the mysterious supervisor Mr Girish who never takes a call, or disconnects you, and never returns calls. Oh my, return a call? Do I expect a miracle? No, just a MAC, but that’s even more impossible, it seems. So, hey, Don and the lucky few who haven’t been shat upon, rub some of your magic dust on me, will you. You wouldn’t want to call tiscali for me?
What is the best way to validate a MAC, without commiting to another supplier? When I have tried some broadband suppliers, it is not clear at which stage you are commiting.
Gavin
I have never been too happy with with Tiscali /186k having
after the V21 fiasco. But i have to say Tiscali connected me immediately wth the temporary password/ username.
i called tiscali on 0871 265 7261 got through straight away
spoke to friendly and helpful indians. promised MAC in 5 days , i called today (5th day) and they gave me MAC over the phone. having said that i am going to TalkTalk ,had enough of this rubbish every 2 years. Hopefully all will go ok, wish others good luck
Just to say that I have received my pack (wireless router, cd, etc) today, instead of the 02/02/09! from O2
Now just waiting for my exchange to go live!
I’m impress
To Mike two posts above, I hope the MAC code given to you by Tiscali works for you because like many others here there is about a 90% chance of failure. I’m onto my third attempt now after being given two useless codes. (how can Tiscali/BT generate the wrong codes?)Worse still when I phoned Tiscali in India today I was told that the last code they gave me is the correct one. I argued with the guy (Hemant) that my “potential” new ISP, o2, said the code was invalid. He then kept me on hold twice to speak to a supervisor then said he would pass me onto said supervisor only to be cut off after about three minutes of waiting for him/her to answer! Sound like the same mysterious Mr Garrish as mentioned in Ayeright’s post above. I’m really pis*ed off now. Also tried this No. 08450774488 Option 1 and got through to the Tiscali cancellations department based in England but the guy said he could not help me and that I would have to get back in touch with the Indian call center OR contact 186K direct, ahhhhhh! Double whammey of useless company’s. Where next guys?
Dave , i understand exactly what you”re saying, i also am sceptiacl about my MAC validity from Tiscali, but we are all clutching at straws here, jsut in limbo!!
When i spoken twice now to Talk Talk they assure me i dont need a MAC to connect to them. so its the only bit of optimism i”ve had this last week or so since this kicked off.
fortunately i have a 2nd line into my house ,so at worse i will have broadband installed on it and go with any ISP NOT allied to 186k or Tiscali
I got a MAC code from Tiscali 0871 number and it is valid. I am moving to Firenet. I hope that everyone is getting lucky now and thanks for the help.