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Squark Squark instead of
TalkTalk
FTP
& website issues
Since TalkTalk took
over from Tiscali & at the end of August decided to migrate my long
serving website over to new servers, they have removed the entire site
from the net & still some of the FTP access fails.
I have given up with the 1st, 2nd & 3rd line support & the promised call backs, so time to get web writing. In this I will catalogue the problems including dates, & if TalkTalk wish to reply & they want them publishing I will place on on here.
All the dates taken from the on-line tickets I have so are accurate.
30/08/2010
Sent 1st & 2nd emails to customer support saying the FTP sites could not be accessed. Was advised that they were moving to a new platform that would provide "better service" & all the sites etc would be migrated over by 04/09/2010 & then it should be available. I was told if it would not be resolved by then I would get a callback.
I took their word so left it till then.
07/09/2010
The matter had got worse as not only were the FTP accounts still not accessible, a friend alerted me to the fact the website was not available & were getting "page could not be displayed" errors. I checked to find that NONE & I mean NONE of the website now existed & that over 200MB of pictures & work had been removed. Luckily I keep monthly backups of website changes, but this is not the point!!
Emailed customer support again as to why no call backs & what had happened to the site.
10/09/2010
Got a email reply saying "
22/09/2010
Checked on my on-line questions/issues page only to find the original had been marked as "CLOSED". Checked the FTP access & not all of them were & still no return of all the web pages. How can this be closed, so sent another mail asking how the original issue could be closed & still no answer.
23/09/2010
Had an email reply asking for when I would be available for a call back. I filled in the times I would be in (7PM -9PM). Instead they left a VM after 5PM asking to talk to me & again called 8PM that night. This conversation did not go well as he kept saying the account was working. When I explained my IT skills he again re-tried & guess what? This time he couldn't get access.
he advised he would fix it & call me back.
27/09/2010
Re-checked on-line & again this ticket had been "CLOSED". You can imagine how I felt at this. Opened a new ticket with all the old references asking for resolution. Was promised a new call back between 7PM - 9PM on 27/09/2010....
29/09/2010
Guess what?? Still awaiting call back, so time to post on my new hosting site.
It took days to re-type all the web page links, change forwarding links on other sites & still no decent reply from Squark Squark.
When Tiscali took over Tiny even then they managed to migrate all the web pages, photographs & links within 48 hrs without fuss, so why the failing now??
I will be calling the head office to tell of of this page & await replies.
16:00 29/09/10
Result. Just had email back from CEO saying he was sorry about issues & he would get someone on the case.
30/09/2010
Had 2 calls today saying this is now being looked into at the highest level & it will get resolved. One lady said they will regulary check with me on progress & chase where needed.
The other was from a resolution teams who gave me details of problems & that he is personally looking after the issue now.
Let's see if this now gets fixed & more to follow.................
04/10/2010
Had call from engineer today to say "it's fixed". Went to test FTP access while he was on the phone & still no joy, told him this but he still said "it's working!!". Asked him to go through what he was doing & while logging in he said the magic words "account username .......@.....co.uk". Hold on this ain't the one that's faulty?? I asked why he was looking at fixing this one & I was told that this was the one he had been advised didn't work. I explained that he should have been looking at another & we had already said 4 times the primary account was working & low & behold when he tried to log into the faulty one he too got the same error.
Oh well so much for listening to customers & we were still no nearer to getting it fixed. He then said this would be easy to fix & should be working within 24 hours.
WE AWAIT FURTHER DEVELOPMENTS......
06/10/2010
Still no access to the FTP. So much for another promise of fixing the issue. Emailed HLC team asking for update. As of 22:00 no email reply back
07/10/2010
Had call from another engineer today to say problem due to migration. Hold on haven't we had this chestnut a few weeks ago?? When I streesed that the HLC team had been looking into it & what I had been told on Monday, his reply was to put it in short terms the HLC shoudn't be looking at it, if they tried to fix it it would revert back & why were they getting involved. When I again mentioned that I had to go to CEO level all I got back was an attitude of "don't know why you did & it won't make any difference". I was given a 3rd date 14/10/2010 for when this would be fixed.
SO WE ARE NOW BACK TO SQUARE ONE AGAIN. OH BLISS :-)
I have given up with the 1st, 2nd & 3rd line support & the promised call backs, so time to get web writing. In this I will catalogue the problems including dates, & if TalkTalk wish to reply & they want them publishing I will place on on here.
All the dates taken from the on-line tickets I have so are accurate.
30/08/2010
Sent 1st & 2nd emails to customer support saying the FTP sites could not be accessed. Was advised that they were moving to a new platform that would provide "better service" & all the sites etc would be migrated over by 04/09/2010 & then it should be available. I was told if it would not be resolved by then I would get a callback.
I took their word so left it till then.
07/09/2010
The matter had got worse as not only were the FTP accounts still not accessible, a friend alerted me to the fact the website was not available & were getting "page could not be displayed" errors. I checked to find that NONE & I mean NONE of the website now existed & that over 200MB of pictures & work had been removed. Luckily I keep monthly backups of website changes, but this is not the point!!
Emailed customer support again as to why no call backs & what had happened to the site.
10/09/2010
Got a email reply saying "
22/09/2010
Checked on my on-line questions/issues page only to find the original had been marked as "CLOSED". Checked the FTP access & not all of them were & still no return of all the web pages. How can this be closed, so sent another mail asking how the original issue could be closed & still no answer.
23/09/2010
Had an email reply asking for when I would be available for a call back. I filled in the times I would be in (7PM -9PM). Instead they left a VM after 5PM asking to talk to me & again called 8PM that night. This conversation did not go well as he kept saying the account was working. When I explained my IT skills he again re-tried & guess what? This time he couldn't get access.
he advised he would fix it & call me back.
27/09/2010
Re-checked on-line & again this ticket had been "CLOSED". You can imagine how I felt at this. Opened a new ticket with all the old references asking for resolution. Was promised a new call back between 7PM - 9PM on 27/09/2010....
29/09/2010
Guess what?? Still awaiting call back, so time to post on my new hosting site.
It took days to re-type all the web page links, change forwarding links on other sites & still no decent reply from Squark Squark.
When Tiscali took over Tiny even then they managed to migrate all the web pages, photographs & links within 48 hrs without fuss, so why the failing now??
I will be calling the head office to tell of of this page & await replies.
16:00 29/09/10
Result. Just had email back from CEO saying he was sorry about issues & he would get someone on the case.
30/09/2010
Had 2 calls today saying this is now being looked into at the highest level & it will get resolved. One lady said they will regulary check with me on progress & chase where needed.
The other was from a resolution teams who gave me details of problems & that he is personally looking after the issue now.
Let's see if this now gets fixed & more to follow.................
04/10/2010
Had call from engineer today to say "it's fixed". Went to test FTP access while he was on the phone & still no joy, told him this but he still said "it's working!!". Asked him to go through what he was doing & while logging in he said the magic words "account username .......@.....co.uk". Hold on this ain't the one that's faulty?? I asked why he was looking at fixing this one & I was told that this was the one he had been advised didn't work. I explained that he should have been looking at another & we had already said 4 times the primary account was working & low & behold when he tried to log into the faulty one he too got the same error.
Oh well so much for listening to customers & we were still no nearer to getting it fixed. He then said this would be easy to fix & should be working within 24 hours.
WE AWAIT FURTHER DEVELOPMENTS......
06/10/2010
Still no access to the FTP. So much for another promise of fixing the issue. Emailed HLC team asking for update. As of 22:00 no email reply back
07/10/2010
Had call from another engineer today to say problem due to migration. Hold on haven't we had this chestnut a few weeks ago?? When I streesed that the HLC team had been looking into it & what I had been told on Monday, his reply was to put it in short terms the HLC shoudn't be looking at it, if they tried to fix it it would revert back & why were they getting involved. When I again mentioned that I had to go to CEO level all I got back was an attitude of "don't know why you did & it won't make any difference". I was given a 3rd date 14/10/2010 for when this would be fixed.
SO WE ARE NOW BACK TO SQUARE ONE AGAIN. OH BLISS :-)
.