internet connection NIGHTMARE

[Esk247]

This is from a customer.

They switched from AOL to Tiscali and they got all the installation discs etc. They installed the program but now its saying 'cannot find phone line' or something like that.

they did what it said on the box and typed a few things in and found that the phone line was disabled for some reason. they went to the dialogue box with enable/disable but as far as i know they can't see the enable tab just says disable or something (dealt with over the phone)

any help is greatly appreciated...anyone else had the same problem?

 

[stevenhardware]

hmmm i had problems with Tiscali.....they arent very efficient at helping solve problems.....most of there staff arent fully trained....they just sit there with a set book of answers.

hmm how long ago did they switch....sometimes it takes a few days for them to activate the broadband. Hmm usually if it hasnt got a enable it means its already enabled...it would just give the option to disable. the option would probably appear once its disabled.....have they tried the disable option? The best they can do is get the provider to come out and sort it out for them....otherwise it could cost a fortune talking to an advice line.

 

[Esk247]

they transferred a few weeks ago and well having talked to them again they get the following error:

DISABLED is bright blue at the top of the dialogue box
ENABLED is light grey and you can't select it

now as i'm not near the computer its hard for me to say exactly what it is, just wondered if anyone had the same problem and knew how to solve it.

they don't really want to contact tiscali because they know they'll be talking to a sales person who doesn't really know what they are doing. they've also done what it says in the instructions to solve this problem and still nothing.

 

[Lanarkshire IT Services]

hi there

is this the siemens gigaset wlan router that tiscali has issuing recently? i have this router and it should just b a case of connecting the router to the machine and of u go.

u got enough filters on the line?

if u need help give us a shout

regards

 

Would need some more details tbh

1) What are they using, I assume it is a router, to connect?
2) What lights are lit on the router?
3) Have they tried connecting only the router to their telephone line (taking all other connected phones/sky, etc off temporarily) to see if it makes any difference to the lights, etc?
4) Have they tried just going into the router control panel via IE or suchlike, and manually setting it up?

I wouldn't bother with Tiscali's installation disk, I would manually set the whole thing up in the router CP tbh. Tiscali software is pure carp....

 

[innovationitsupport]

Being as the previous connection was AOL it could be that there is still an old connection or dial up connection still present. Have a look under the network connections page which is in My Networking Places on windows XP. Remove any non-tiscali connections from here. If you haven't already done so it would also help to remove the AOL software.

James Matthews
Innovation IT Support

 

[Esk247]

the customer had said they un-installed aol but i asked them to check the 'connections' tab and we shall see what they come back with....i bet its defaulting to the aol connection!

there 2 hours away so unless i was getting paid, its hard to judge what the actual problem may be.

cheers for the help though people.