Titan ADSL: poor service and won't issue MAC code!

esuhl

I'm getting increasingly frustrated with Titan ADSL. Initially the service was pretty good, which is why I stuck with them even though they aren't the cheapest.

In the past month, they moved from using Entanet to Vispa. Our account was moved earlier than expected, resulting in downtime, then they cut me off for a day because of a billing error without even trying to contact us first! The speed is half what it used to be and ping times have doubled. I complained, but this has had little effect.

So... a week ago today I emailed them to ask for a MAC code. Then I asked again on Wednesday. And still I have had no response!

I just thought I would warn anyone thinking of using Titan ADSL... Has anyone else had problems with them? It can't just be me!

I'll give Ofcom a call tomorrow to see if they can help. :mad:

Stompa

"Your existing service provider must provide the MAC to you within five working days."

http://www.ofcom.org.uk/consumeradvice/internet/service/switch/mac/

esuhl

Fantastic! Thanks, Stompa - I didn't realise that!

I'm still unable to get through to Titan by phone, so I've just raised a complaint with Ofcom, who were very helpful. Hopefully they can get a response from Titan...

kwikbreaks

A (presumably) tiny ISP changing their supplier at very short notice and not communicating with their customers smells of a possible financial problem to me. Prepare for a rough time ahead

Entanet had (have?) a very low entry threshold for their resellers - I strongly suspect that some operate from their back bedrooms.

Inactive

kwikbreaks wrote: »

A (presumably) tiny ISP changing their supplier at very short notice and not communicating with their customers smells of a possible financial problem to me. Prepare for a rough time ahead

I suspect that you are correct, there are reports from other Titan users about lack of communication from them.

It looks as if they may well fall as fast as they appeared on the scene.

esuhl

Yeah - I think Titan ADSL are a pretty small reseller. I checked their address on Google Maps (or whatever it's called) before we signed up with them, and it looks like they're based in a residential street.

If Titan are having financial difficulties, I actually feel a bit sorry for them. It must be a tough market to be in with so much competition, regulation, technology to maintain, etc.

BUT I need a decent Internet connection and the current service-level is totally unacceptable! Ofcom have contacted them and they have another five days to respond before Ofcom tut and murmer a bit more. Sigh.

esuhl

Titan failed to contact Ofcom, so I called them (Ofcom) again and they got someone from Titan to call me back within minutes! They claimed to have emailed me the MAC key (strange as it's the only email I haven't received, and stranger that when I complained they ignored me, then subsequently ignored Ofcom too!)

Apparently a fire has knocked out their phone system, which is why no one can get through. I'm not sure whether to believe that, but in any case, they should have a "disaster revovery" plan and should have been able to set up a recorded message with alternative contact details.

Anyway, thanks to Ofcom I now have a MAC key and am just about to migrate to a 24Mb/s Be broadband connection.

DocJock

I asked Titan for a MAC code 11 days ago. After several emails I have still not had any response. I emailed Vispa, who advised me to try again, but that they would issue a code if I did not get one from Titan in 3 more working days.

jormerod

Hello,

It's amazing who you find on these forums ;-)

If you contact us (Vispa) directly we will assist and provide a MAC key.

Also, to save you the trouble of migrating, you could ask us to transfer you from TitanADSL to Vispa (direct). Your support will be direct with us and you'll be come a full Vispa customer. Take a look at our front page and you could actually upgrade and end up with free broadband ;-)

Regards

James Ormerod
MD - Vispa