Tiscali / TalkTalk User

Caldon · 30-04-2009, 09:02 AM

The ftp server ftp.toucansurf.com has now been unavailable for at least 3 days and all my websites hosted on it have been unavailable. I am not the only person reporting this. See original thread wrongly posted on Freedom2Surf | Webspace forum. So far I have had a few automated responses from Pipex / Tiscali support. Having headed my last report with the word Complaint, they say it has been passed to their Technical Department.

**Antonio_f2s** · 30-04-2009, 09:31 AM

PM me the UKHD reference number and I could give you an update

Caldon · 01-05-2009, 08:11 AM

The ticket number is UKHD00002716637.

ftp server and webspace is still unavailable.

No response from Technical Team yet.

**Antonio_f2s** · 01-05-2009, 05:06 PM

You should have a PM from me...

Caldon · 02-05-2009, 09:19 AM

Thanks for your message Antonio. Yes, I have upped this to a complaint. If that slows it down, it says something about Tiscali support. At least it seems I am not alone in reporting this problem.

What amazes me is that there are not more people complaining. Perhaps everyone with a bit of savvy has moved away from Toucansurf, which might be what Tiscali want?

Still no response from Tiscali Technical Department and the 'up to 72 hours' response time quoted in their auto-response is almost up. ftp server and websites still down.
That is at least 5 days outage now.

Spent half yesterday morning rehosting one of my websites on free webspace.

deadyoyoma · 02-05-2009, 08:47 PM

I have also now got this logged with their technical department. I received a phone call from their helpdesk to advise me that the problem will be looked into on Monday as their technical team do not work on Saturdays or Sundays. I too am surprised by how little fuss this seems to have generated. Perhaps Caldon, we're the only two users?

Caldon · 03-05-2009, 08:12 AM

Dear Customer

Thank you for contacting Tiscali Technical Support regarding your Broadband issue.

Sorry to disappoint, Deadyoyoma, but it is Bank Holiday and, according to this new email from "tiscali-ticket-upadtes", it is deferred until Tuesday:

<Subject>Tiscali B2C - Complaints Technical / PIR UKHD00002718585 pending till Tue 5th may UKHD00002716637 </Subject>

<Body of email>We are contacting you in relation to the fault you reported to us regarding the FTP service

We are aware of this issue and the case has been escalated to the our engineers, Case ref is UKHD00002718585, we will call you once we get an update.

Our apologies for any inconvenience caused.

Regards,
Tiscali UK </Body of email>

By Tuesday morning, it will be at least 8 days outage.

Caldon · 03-05-2009, 08:17 AM

Well, apart from me getting the sentence order scrambled, and Tiscali interpreting it only as an ftp error, when the websites are down as well, things seem to be progressing?

Caldon · 08-05-2009, 08:14 PM

The servers were fixed sometime between Tuesday and Thursday while I was away.

30-04-2009, 09:02 AM	#1
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Toucan ftp server down The ftp server ftp.toucansurf.com has now been unavailable for at least 3 days and all my websites hosted on it have been unavailable. I am not the only person reporting this. See original thread wrongly posted on Freedom2Surf \| Webspace forum. So far I have had a few automated responses from Pipex / Tiscali support. Having headed my last report with the word Complaint, they say it has been passed to their Technical Department.

30-04-2009, 09:31 AM	#2
Antonio_f2s freedom2surf Staff Join Date: May 2008 Posts: 430 Thanks: 3 Thanked 64 Times in 52 Posts	Re: Toucan ftp server down PM me the UKHD reference number and I could give you an update __________________ Antonio http://www.freedom2surf.net

01-05-2009, 08:11 AM	#3
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down The ticket number is UKHD00002716637. ftp server and webspace is still unavailable. No response from Technical Team yet.

01-05-2009, 05:06 PM	#4
Antonio_f2s freedom2surf Staff Join Date: May 2008 Posts: 430 Thanks: 3 Thanked 64 Times in 52 Posts	Re: Toucan ftp server down You should have a PM from me... __________________ Antonio http://www.freedom2surf.net

02-05-2009, 09:19 AM	#5
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down Thanks for your message Antonio. Yes, I have upped this to a complaint. If that slows it down, it says something about Tiscali support. At least it seems I am not alone in reporting this problem. What amazes me is that there are not more people complaining. Perhaps everyone with a bit of savvy has moved away from Toucansurf, which might be what Tiscali want? Still no response from Tiscali Technical Department and the 'up to 72 hours' response time quoted in their auto-response is almost up. ftp server and websites still down. That is at least 5 days outage now. Spent half yesterday morning rehosting one of my websites on free webspace.

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02-05-2009, 08:47 PM	#6
deadyoyoma Tiscali User Member Join Date: Apr 2009 Posts: 2 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down I have also now got this logged with their technical department. I received a phone call from their helpdesk to advise me that the problem will be looked into on Monday as their technical team do not work on Saturdays or Sundays. I too am surprised by how little fuss this seems to have generated. Perhaps Caldon, we're the only two users?

03-05-2009, 08:12 AM	#7
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down Dear Customer Thank you for contacting Tiscali Technical Support regarding your Broadband issue. Sorry to disappoint, Deadyoyoma, but it is Bank Holiday and, according to this new email from "tiscali-ticket-upadtes", it is deferred until Tuesday: <Subject>Tiscali B2C - Complaints Technical / PIR UKHD00002718585 pending till Tue 5th may UKHD00002716637 </Subject> <Body of email>We are contacting you in relation to the fault you reported to us regarding the FTP service We are aware of this issue and the case has been escalated to the our engineers, Case ref is UKHD00002718585, we will call you once we get an update. Our apologies for any inconvenience caused. Regards, Tiscali UK </Body of email> By Tuesday morning, it will be at least 8 days outage.

03-05-2009, 08:17 AM	#8
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down Well, apart from me getting the sentence order scrambled, and Tiscali interpreting it only as an ftp error, when the websites are down as well, things seem to be progressing?

08-05-2009, 08:14 PM	#9
Caldon Tiscali User Member Join Date: Apr 2009 Posts: 13 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Toucan ftp server down The servers were fixed sometime between Tuesday and Thursday while I was away.

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