Tesco Mobile 3g - Anyone having Problems

Tesco Mobile: Paul

sorry guys, it hasnt affected all customers. issue is fully identified now. it is proxy related so if u turn ur proxy on u will get web access. full resolution very shortly. regards paul

Kenny Logins

Is this it?


Proxy IP Address: 10.1.11.19
Port: 8080

EDIT: Yes, it is. Working now. You could have told us yesterday. :pac:

Tesco Mobile: Paul

Kenny Logins wrote: »

Is this it?


Proxy IP Address: 10.1.11.19
Port: 8080

EDIT: Yes, it is. Working now. You could have told us yesterday. :pac:

didnt know yesterday kenny. lots of work going on to get to this point. regards paul

Kenny Logins

Tesco Mobile: Paul wrote: »

didnt know yesterday kenny. lots of work going on to get to this point. regards paul

Yeah, I know. I wasn't being serious.

jay93

Its working again for me when I put the proxy in.can I ask what exactly happened that the outage was caused?i know o2 was having problems with their internet services yesterday aswell.

logonmar

My proxy is set at 10.1.11.19:8080 but still isn't working.

These settings have been on phone from time I moved to Tesco

Tesco Mobile: Paul

jay93 wrote: »

Its working again for me when I put the proxy in.can I ask what exactly happened that the outage was caused?i know o2 was having problems with their internet services yesterday aswell.

not clear yet Jay

Tesco Mobile: Paul

logonmar wrote: »

My proxy is set at 10.1.11.19:8080 but still isn't working.

These settings have been on phone from time I moved to Tesco

will only work for browsing not email. full fix still in process and not complete

jay93

Tesco Mobile: Paul wrote: »

not clear yet Jay

Let us know if you get any updates on this, the internet is slow as hell!

Tesco Mobile: Paul

jay93 wrote: »

Let us know if you get any updates on this, the internet is slow as hell!

Will do

a7v8x

Why didnt I see this post earlier, just purchased a day pass on tesco mobile and its unusable. Put the 10.1.11.19 in and it worked but takes an age to even load a page .

ingalway

I'm now going into day 4 with no data....I cannot believe it is going on so long with no fix and I cannot believe that Tesco have made no contact with their customers to advise on the situation and to apologise. I have been generally very happy with the Tesco package but am having serious doubts at this stage.

whowantstwoknow

ditto on the above,

Contacted customer service wrt the above. Tesco can send out sms to remind about topups but nothing for this? I asked with the inconvenience could tesco atleast extend the data expiration date to compensate, the reply was...

"computer says no.."

come on think outside the box on this and dont just give us the T&C line. We are PAYING for a service and we're not getting it. sort it out and accommodate your customer, please

W.

PS we shouldnt have to ask to get some form of compensation?

Tesco Mobile: Paul

Hi W

There will be something organised but it will be done for all affected customers early next week not by calling care 1 by 1. This situation has been developing since yesterday so most of the focus is on resolution. Be assured that we take customer satisfaction very seriously so we will review and learn from this issue and we will be in touch with all those affected next week.

Regards
Paul

Regards
Paul

whowantstwoknow

Hi Paul,

That is great news (for us all to hear). But what else (except for here!!) was there for us to do but call customer care on a 1 to 1 basis? I'm not trying to be critical here but more providing constructive feedback as a customer.

If I got that simple response today, I would have been more that satisfied. It shows Tesco are taking this issue serious and are being proactive. But all I (we?) get is "its in Tesco T&Cs that no form of compensation is possible etc."

Anyhow the main thing is Tesco are aware of the issue and its impact on customers and that you aim to review your customer communication procedures etc.

Thanks
W

Kenny Logins

I think it's worth mentioning that I don't know of any other network rep that will come on here after 11 on a Saturday night to update us on the situation.

paudie

Have entered the proxy settings. getting very slow connection in my browser but nothing from my twitter app.

Anybody experiencing similar issue?

Kenny Logins

paudie wrote: »

Have entered the proxy settings. getting very slow connection in my browser but nothing from my twitter app.

Anybody experiencing similar issue?

Yeah, I think that proxy will only allow browser traffic, so you'll need to use Twitter.com.

Tesco Mobile: Paul

I do appreciate the feedback. Care only got the message yesterday that we are going to provide something for customers in apology as they were waiting for direction from management.

Again I can't apologise enough for this issue. It's going on way longer than expected as the symptoms were finally narrowed down yesterday round 2pm. We had hoped to have resolution last night but the root cause hasn't been identified and ad a result the engineers are having to trawl through many network nodes to identify what is causing the problem.

There will be a text to all bundle users tomorrow or Tue depending on numbers of customers affected.

Please feel free to PM me if you have any direct concerns you would like clarification on.

Regards
Paul

whowantstwoknow wrote: »

Hi Paul,

That is great news (for us all to hear). But what else (except for here!!) was there for us to do but call customer care on a 1 to 1 basis? I'm not trying to be critical here but more providing constructive feedback as a customer.

If I got that simple response today, I would have been more that satisfied. It shows Tesco are taking this issue serious and are being proactive. But all I (we?) get is "its in Tesco T&Cs that no form of compensation is possible etc."

Anyhow the main thing is Tesco are aware of the issue and its impact on customers and that you aim to review your customer communication procedures etc.

Thanks
W

Tesco Mobile: Paul

Hi All

The issue should be fully resolved now. ( whether you have proxy set or not )


Regards
Paul

emo72

delete the proxy settings?

Tesco Mobile: Paul

emo72 wrote: »

delete the proxy settings?

It shouldn't matter Emo. Proxy is bypassed anyway.

emo72

Tesco Mobile: Paul wrote: »

It shouldn't matter Emo. Proxy is bypassed anyway.

yea i see that paul. listen thanks for being around at the weekend and keeping us updated. the one thing that tesco got right was having you here.;)

Kenny Logins

Tesco Mobile: Paul wrote: »

There will be a text to all bundle users tomorrow or Tue depending on numbers of customers affected.



Regards
Paul

Just received the text notification, thanks.

jay93

Yeah i got a txt from tesco yesterday got my data bundle extended by 7days and got extra 350MB of data ,good customer care by tesco i must say ! and thanks to paul who kept us updated over the weekend.

loyatemu

Paul - any word on when we will see webtexts on the Tesco website?

Tesco Mobile: Paul

loyatemu wrote: »

Paul - any word on when we will see webtexts on the Tesco website?

Hi there

We are a bit off track due to another major change going in at the moment. Will be ready in about 4-6 weeks.

Apologies for the delay in this.

regards
Paul

clarkeed

Hi emo72 i also have a HTC Desire and have followed all threads and setups as descibed and have never managed to send a picture message it always comes up with
Generic network failure any ideas whats going wrong?

Regards Clarkeed

Trevor451

Hi this is a kind of unrelated question but I am just wondering how long it will take to transfer my number from vodafone to tesco mobile using the online form? Thanks

Tesco Mobile: Paul

Trevor451 wrote: »

Hi this is a kind of unrelated question but I am just wondering how long it will take to transfer my number from vodafone to tesco mobile using the online form? Thanks

Hi Trevor,

The form goes through to care who will usually call you within 24 hours to perform the port.

regards
Paul