Tesco broadband technical support....

Ellie007

Oh dear, have I made an error in joining Tesco broadband?

I have not had any internet access all weekend (no netflix- aargh!) - phoned them up and after taking off faceplate of phone socket to no avail, they said that an engineer would respond in 72 hours and would probably have to come around to fix it.

No cables have been knocked, unplugged or anything. No reason that it should have stopped working. Apparently no DSL connection. So, assuming that anyone ever calls me to arrange an appointment, then I will need to wait in for part of the day for them to attend and fix it.

Anyone out there have any experience of how good Tesco is at fixing any problems?

macman

If it's a line or exchange fault (have you still got a working landline for the voice side? If you haven't, then you need to report it to your line rental provider, if not Tesco) then any repair or maintenance is done by BT OR regardless of ISP. Nothing to do with Tesco, they simply log the fault.
72 hours is very good, the norm for OR is up to 5 working days. Remember that there is no SLA on a residential service contract.

Ellie007

Thanks macman. Both line and broadband are through Tesco.

72 hours is the time for them to initially contact me, not come out to fix it. No phonecall as yet to arrange an appointment, but should hear from them by tomorrow.

penrhyn

You probably won't get a call, BT like to work from the exchange end first.

iniltous

Some Tesco 'lines' are C&W LLU MPF so if this were one of those and the problem were not ' to line' then OR wouldn't be involved, even if the problem were on something Openreach are responsible for, the end user is still reliant on Tesco raising a fault report with OR

Ellie007

Getting irritated now - stilll no further forward. Been told I will know what is happening in 48 hours. Then they will book an appointment to come around and look at the fault. It will be a week tomorrow since it worked - if they call me on Friday to book an appointment then we will be looking at next week some time (and will have to take a day off), and I really need the broadband working as I do a lot of work from home in the evenings and at the moment cannot, meaning even longer hours in the office.

Very frustrating!

Hate to say it, but been with Tesco only one month after six years with Sky - never had a single issue with Sky and a few weeks in with Tesco everything has stopped working - probably a coincidence

macman

If you want an 'near instant fix' because you use the line for work, then you need to take out (and pay the extra for) a business line. There is no SLA on a residential contract.
If it's a line fault, then the fix time will be exactly the same regardless of provider-nothing to do with Tesco or Sky.