Tesco Mobile

Zhane

GIMP wrote: »

Hi Paul

Any progress in getting the slow data issue resolved? Speeds again tonight unusable, I have had to wait until I had a wifI connection just to be able to post here!

Are you in Dublin GIMP? I was there for the weekend and the speed was terrible! However, back in Wexford its grand again!

GIMP

Zhane wrote: »

Are you in Dublin GIMP? I was there for the weekend and the speed was terrible! However, back in Wexford its grand again!

Yes Zhane in Dublin, been really poor now for about a month.

Tesco Mobile: Paul

Felim_Doyle wrote: »

I purchased a new PAYG phone yesterday but I have been unable to register it on the Tesco Mobile site today: "There was a problem registering your details, please try again later". The error message is rather generic and unhelpful, so I can't tell if the problem is at my end or Tesco Mobile's.

I'm also having trouble signing up to the main Tesco website too: "Sorry, we couldn't register your details", so is there a general problem with Tesco's servers or is there something wrong with me?

Hi Felim

Best to contact customer care here - there is no generic issue presently so it could be soething local to your account but its hard to tell without details. Might best to give them a quick call on 1749

regards
Paul

Tesco Mobile: Paul

GIMP wrote: »

Hi Paul

Any progress in getting the slow data issue resolved? Speeds again tonight unusable, I have had to wait until I had a wifI connection just to be able to post here!

Hi GIMP

I am not convinced what you are seeign is caused by our acknowledged issue which is more of a bottleneck. It should not be unusable but rather slower at peak times. I still think there is something else affecting you. Have you ever tried an O2 SIM for your service? Do you get the same issue?

We are working hard to get the bottleneck issue resolved this week.

I will update here later in the week.

regards
Paul

GIMP

HI Paul
Ok did comparable test just now, Tesco result ping 2313ms, down 0.15mb, up 0.01mb. O2 result 150ms ping, down 1.30mb, up 0.15mb. Same device same location.

Tesco Mobile: Paul

Ok thx GIMP

nephster

Hi Paul,
For the past week or so I have been having Internet connection die completely on occasion in Dublin Town Centre. Toggling data sync, or mobile internet on/off, have no effect. Only a reboot will fix the issue.
Happened earlier this afternoon
On a Galaxy Nexus running stock 4.0.4, Tesco PAYG. Any ideas?

pissed

Hi Paul, my data connection goes to almost unusable in the evenings. I pm'd you my location there two weeks ago. I cannot get speedtest to load and pages take an age to load. Any estimate on when it will be fixed?

shamwari

Hi Paul

I tried using data on and off for the past few days and performance is now bordering on unusable. I was in Connolly station tonight and got weak performance and it died as I headed north on the train, even though I was in areas of strong signal coverage (HSPDA)

Location | Download | Upload | Ping
Connolly Station | 137kbps | 299kbps | 631ms
Malahide Station | 183kbps | 12kbps | 648ms


Attempts were made at Clontarf Road and Howth Junction stations to run a speed test and it failed due to server unreachable. I gave up after Malahide as the data performance was so poor that I could no longer access the internet at all. The tests were attempted between 20:10 and 20:30 this evening. Browser performance has generally been sluggish, and as other have commented here, the browser appears to hang (in my case a forced stop is needed to get it going again. No issues with this though on my Wifi at home)

Paul, I appreciate that your engineers are doing their very best and all that can be done is being done. However, these issues and previous network outages involving the data centre flooding and other miscellaneous events are giving customers enormous cause for concern, and ultimately undermining confidence in the network. I appreciate that Tescomobiles products are highly competitive and represent terrific value for money. However it doesn't matter how much air time / text messages / data we get for our Euro's if the network lacks the resilience to make these services consistently available.

I've been with O2 since it was Digifone way back in the late 90's and I have experienced for more glitches and gremlins since I moved to Tesco 6 weeks ago than I did in all the time I was O2 / Digi. I have no immediate plans to move from Tesco because I want to see how things pan out in the short term. However, I'm watching events closely as are a lot of my friends who want to port to Tesco, but are waiting to see if the gremlins finally get ironed out. And hopefully they will be....

Tesco Mobile: Paul

Thanks for letting me know guys. I apologise for the current issue we are having. I am told it will be resolved over the next week.

PixelTrawler

Is the 3g region in Galway City very small?
I've been on Tesco mobile for about 6 months and its very hard to get hsdpa.
We're not that far out from town, right by the racecourse in one of the main business parks.

I notice Vodafone users around me in the office usually have full bars hsdpa connection. I'm "lucky" in that I sometimes get 1 bar here but more often it falls back to Edge. Other parts of the building seem to get edge all the time on Tesco mobile

Don't know anyone off hand with an 02 connection since Tesco is on the 02 network

Just wondering if you are aware of any black spots around here

Kaner2004

My data speeds are about 220kbps down and up the last few days in Dublin city center.

2 Questions too.

1 - Can I turn off data roaming on the iphone with tescomobile.

2 - What is the data speed limit with tescomobile at the moment?

Tesco Mobile: Paul

Kaner2004 wrote: »

My data speeds are about 220kbps down and up the last few days in Dublin city center.

2 Questions too.

1 - Can I turn off data roaming on the iphone with tescomobile.

2 - What is the data speed limit with tescomobile at the moment?

Hi there

1. We don't have data roaming yet but when we do yes there is an option to turn off data when roaming. This will need to be switched on when you return to Ireland. Some phones recognise international roaming as different to national roaming like most Samsung androids but the iPhone doesn't do this yet.

2. Official capped speeds are 2mbps down and up. We have a current bottleneck issue that we hope to alleviate through a change on Friday.

Regards
Paul

Tesco Mobile: Paul

Solyad wrote: »

Is the 3g region in Galway City very small?
I've been on Tesco mobile for about 6 months and its very hard to get hsdpa.
We're not that far out from town, right by the racecourse in one of the main business parks.

I notice Vodafone users around me in the office usually have full bars hsdpa connection. I'm "lucky" in that I sometimes get 1 bar here but more often it falls back to Edge. Other parts of the building seem to get edge all the time on Tesco mobile

Don't know anyone off hand with an 02 connection since Tesco is on the 02 network

Just wondering if you are aware of any black spots around here

Hi there
I will look into this
Regards
Paul

malachy47

Tesco Mobile: Paul wrote: »

Hi Felim

Best to contact customer care here - there is no generic issue presently so it could be soething local to your account but its hard to tell without details. Might best to give them a quick call on 1749

regards
Paul

I just tried to register a new SIM also and keep getting the same error message as Felim - "There was a problem registering your details, please try again later"

Tesco Mobile: Paul

malachy47 wrote: »

I just tried to register a new SIM also and keep getting the same error message as Felim - "There was a problem registering your details, please try again later"

Hi there

Can you please contact customer care on this either via our website or on 0894200000

Regards
Paul

malachy47

Tesco Mobile: Paul wrote: »

Hi there

Can you please contact customer care on this either via our website or on 0894200000

Regards
Paul

Hi Paul,

I did contact customer care and got a helpful reply, although it only brought me to the next issue. Customer Care says that the registration was in fact successful, despite no confirmation screen or email to that effect. Quite the opposite in fact, if you recall the error message.

They asked me to do a login and if I had forgotten my password to simply to a new password request. The password I thought I used did not work at login, so I did a password request and got a confirmation that a new password would be emailed as well as SMS'd to me. Despite two attempts no SMS or email has been received. And yes I checked spam/junk etc. But that both the SMS and email never arrived and the fact it told me registration failed initially seems to indicate that the registration system is not working as it should.

Am now awaiting Customer Care's reply to this latest issue. It behoves you to rectify this situation as my (and probably others) calls are going via my old carrier when they could have gone via Tesco mobile were it not for these glitches. So you're losing money.

Tesco Mobile: Paul

malachy47 wrote: »

Hi Paul,

I did contact customer care and got a helpful reply, although it only brought me to the next issue. Customer Care says that the registration was in fact successful, despite no confirmation screen or email to that effect. Quite the opposite in fact, if you recall the error message.

They asked me to do a login and if I had forgotten my password to simply to a new password request. The password I thought I used did not work at login, so I did a password request and got a confirmation that a new password would be emailed as well as SMS'd to me. Despite two attempts no SMS or email has been received. And yes I checked spam/junk etc. But that both the SMS and email never arrived and the fact it told me registration failed initially seems to indicate that the registration system is not working as it should.

Am now awaiting Customer Care's reply to this latest issue. It behoves you to rectify this situation as my (and probably others) calls are going via my old carrier when they could have gone via Tesco mobile were it not for these glitches. So you're losing money.

Please ask care to make sure your ported number is the active number for your contact details. This is likely the issue. The password does not get emailed it gets smsd. Apologies ilI would do this myself for you but I am not in the office.

Regards
Paul

malachy47

Tesco Mobile: Paul wrote: »

Please ask care to make sure your ported number is the active number for your contact details. This is likely the issue. The password does not get emailed it gets smsd. Apologies ilI would do this myself for you but I am not in the office.

Regards
Paul

Thanks for your help Paul. My number is 089 as per SIM and my original 086 number has not been ported (yet) as I can't get by registration to port it

As for the password being SMS'd only, I don't doubt you, just that the "password request sent" screen says it goes via both routes!

P.S. SMS is working fine on my phone. I just sent myself a test message.

PixelTrawler

Tesco Mobile: Paul wrote: »

Hi there
I will look into this
Regards
Paul

If it helps I will pm my exact location, still on edge here.
I'll take a wander outside from the office to see if its ok outdoors
(Ballybrit Business Park at the moment in one of the big multinationals)

Tesco Mobile: Paul

malachy47 wrote: »

Thanks for your help Paul. My number is 089 as per SIM and my original 086 number has not been ported (yet) as I can't get by registration to port it

As for the password being SMS'd only, I don't doubt you, just that the "password request sent" screen says it goes via both routes!

P.S. SMS is working fine on my phone. I just sent myself a test message.

Can you PM me your 089 number please.

Btw you don't need to register to port. Care can do this over the phone. In fact we don't have an option to port via self care. You can submit your port equest from the normal part of the website not in the registered area

Regards
Paul

n3lly

I'm looking forward to seeing if the internet issues will be resolved in the coming days (I know you said Friday Paul).

I've had a few friends ask me what Tesco have been like since I switched over (2 months ago). And I've had nothing but praise for them, customer service has been great, coverage for phone calls and sms has been fantastic, not a single dropped call.
However I haven't been able to recommend the service to them purely down to the data speeds (even with the great rates). I did another speed test out in Dun Laoghaire/Sandycove area this afternoon and (i could upload the test results screenshot if you want) but i had a ping of 690, down:80kbps and up of 60kbps.

I'm not complaining again as I know you're working on it and appreciate that but the second the data issues are resolved I'll have no reason not to advise people to join tesco.

But for the time being I haven't been able to use the phone (galaxy s2) to it's potential outside of a wifi area.

Here's hoping things pick up

Tesco Mobile: Paul

n3lly wrote: »

I'm looking forward to seeing if the internet issues will be resolved in the coming days (I know you said Friday Paul).

I've had a few friends ask me what Tesco have been like since I switched over (2 months ago). And I've had nothing but praise for them, customer service has been great, coverage for phone calls and sms has been fantastic, not a single dropped call.
However I haven't been able to recommend the service to them purely down to the data speeds (even with the great rates). I did another speed test out in Dun Laoghaire/Sandycove area this afternoon and (i could upload the test results screenshot if you want) but i had a ping of 690, down:80kbps and up of 60kbps.

I'm not complaining again as I know you're working on it and appreciate that but the second the data issues are resolved I'll have no reason not to advise people to join tesco.

But for the time being I haven't been able to use the phone (galaxy s2) to it's potential outside of a wifi area.

Here's hoping things pick up

Ok thx for the feedback. Will update more tomorrow after the change goes in

Tesco Mobile: Paul

Solyad wrote: »

If it helps I will pm my exact location, still on edge here.
I'll take a wander outside from the office to see if its ok outdoors
(Ballybrit Business Park at the moment in one of the big multinationals)

Thx that's enough. Will be back in a day or so

PixelTrawler

Thanks... hang on... weird one.
My Arc S was recently upgraded to ICS and was set to GSM.
If i set it to WCDMA preferred it always drops to GSM, I guess the signal is weak around here
If I set it to WCDMA only I get 0 to 1 bar Hi speed (its still pulling data quicker than edge) but not sure what happens now if I lose 3g completely and it cant drop back to GSM?

jonnny68

Internet has been dreadfully slow the last 3 days in particular today i cant even send an email on my phone it wont send, i cant sync any photos via dropbox or box, everything else about Tesco Mobile seems to be good but im a bit concerned about the reoccurring Internet trouble they seem to be having, when is this going to be resolved once and for all can you tell me please.

Thanks

Tesco Mobile: Paul

jonnny68 wrote: »

Internet has been dreadfully slow the last 3 days in particular today i cant even send an email on my phone it wont send, i cant sync any photos via dropbox or box, everything else about Tesco Mobile seems to be good but im a bit concerned about the reoccurring Internet trouble they seem to be having, when is this going to be resolved once and for all can you tell me please.

Thanks

Hi Jonny, you will see I have answered this in the last few posts. There is a change going in tomorrow that should help alot
Regards
Paul

Felim_Doyle

I purchased a Top-Up for my newly acquired Nokia C1-01 and attempted to apply it to my account using menu option Tesco Mobile > Top up > By Voucher but the voucher number field will only accept nine digits whereas a voucher number is twelve digits. I have applied the voucher by other means now but wonder if I'll be able to use the built-in option next time.

Felim_Doyle

I'm roaming in the UK on the O2 network but haven't received a text message from Tesco Mobile informing me of roaming rates, roaming options, contact numbers etc. which I am used to getting with an Irish network SIM card when roaming in the UK or a UK network SIM card when roaming in Ireland.

• Should I have received this information automatically?
• Are there options to reduce costs when roaming?
  • Meteor have the same rates when roaming in Europe as at home
  • Vodafone (IE and UK) have Passport
• Where can I find this information from Tesco Mobile?

Tesco Mobile: Paul

Felim_Doyle wrote: »

I'm roaming in the UK on the O2 network but haven't received a text message from Tesco Mobile informing me of roaming rates, roaming options, contact numbers etc. which I am used to getting with an Irish network SIM card when roaming in the UK or a UK network SIM card when roaming in Ireland.

• Should I have received this information automatically?
• Are there options to reduce costs when roaming?
  • Meteor have the same rates when roaming in Europe as at home
  • Vodafone (IE and UK) have Passport
• Where can I find this information from Tesco Mobile?

Hi Felim

Yes you get this text when in the UK but not NI (need to 100% check this). Were you in NI or close to the coast in North West UK.

We do offer All Ireland rates when calling ROI numbers from NI. When you call other numbers from NI its roaming rates.

Alll our roaming information is here on the website.

http://www.tescomobile.ie/using-your-mobile-abroad.aspx

regards
Paul

Tesco Mobile: Paul

Felim_Doyle wrote: »

I purchased a Top-Up for my newly acquired Nokia C1-01 and attempted to apply it to my account using menu option Tesco Mobile > Top up > By Voucher but the voucher number field will only accept nine digits whereas a voucher number is twelve digits. I have applied the voucher by other means now but wonder if I'll be able to use the built-in option next time.

A small selection of phones seem to have a problem with this application. We have amended this in our next SIM profile which will be available soon.

regards
Paul

Tesco Mobile: Paul

Changes were made this morning to improve the data speed bottleneck issue. There are more changes to happen next week that should clsoe the isse issue fully.

Please let me know if you are seeing improvements.

regards
Paul

manutd83

Iv just being trying to use the internet on my fone and whatever update you's have made havnt helped me,its not working really at all

Kaner2004

Tesco Mobile: Paul wrote: »

Changes were made this morning to improve the data speed bottleneck issue. There are more changes to happen next week that should clsoe the isse issue fully.

Please let me know if you are seeing improvements.

regards
Paul

Data speeds are even worse for me today. I didn't think that was possible.
Getting seriously browned off with tescomobile at this stage.
If its not fixed in the next week I have to change to a more reliable service.

gripcasey

Hi Paul

No improvement in speeds in north county dublin. Also thinking of moving back to vf. It drives me mad when you have to be in a wifi area to use phone. just not good enough.

Tesco Mobile: Paul

Ok thanks and apologies again. We can see some improvements but obviously it's not across the board. This was step 1 of 2 steps. Next week is the hopefully the final fix on this issue.

Regards
Paul

n3lly

On a positive note

My Galaxy S2 just updated to Ice Sandwich (4.0.3)..

Haven't played around with it too much yet but looks very slick.
I'm not sure if o2 have upgraded to it themselves but fair play to Tesco pushing it out as fast as they have (since saying they were road testing it).

On a separate note, was there an update about insurance?

Cheers..

malachy47

A few messages up I reported an issue with registration on the tescomobile.ie website. Thanks to a couple of PM's with Paul, he solved it 100%.

We are quick to criticise (often justly of course!) but it's important to be grateful as well, so a word of thanks to Paul for a job well done.

Tesco Mobile: Paul

n3lly wrote: »

On a positive note

My Galaxy S2 just updated to Ice Sandwich (4.0.3)..

Haven't played around with it too much yet but looks very slick.
I'm not sure if o2 have upgraded to it themselves but fair play to Tesco pushing it out as fast as they have (since saying they were road testing it).

On a separate note, was there an update about insurance?

Cheers..

I will check on the insurance update when back in the office next week.

regards
Paul

n3lly

I know this is a general Tesco thread so i won't get into the nitty gritty but thought i'd let others know that were thinking of upgrading to Ice Cream Sandwich.

Everything seems to work quite nicely but my wifi (while it works) often seems to need to reconnect. Only takes 2seconds (literally) but still odd that it does it every few minutes. As if the wifi was going to sleep until needed again. Even though I'm constantly using a program.

Also more worryingly, battery life has taken an absolute hammering. down to 45% after 6 hours of moderate use. Going to give the os a little while to settle down when it'll hopefully be a bit better.
Dunno what's happening with the wifi thing.
Anyway just thought i'd share my 2c.

Thanks for looking into the insurance Paul.

n3lly

Just one quick question actually..
Plugged phone in last night, this morning it was off and wouldn't turn on. The phone felt quite warm as well so assuming it maybe overheated while charging. (started up when i held down the power and home button together for 10sec)

My question is if this keeps happening. Is there a way that I can get the old Gingerbread software back on the phone?

Luckily it's a Sunday so the sleep in was welcomed. Had this happened tomorrow (my finals start tomorrow). I'd have laughed... then cried.

Just wondering if you have a repair/service center that can carry the above out. Just in case.

Going to try a factory reset and see if things work better after that.

Thanks a million paul.

jamescc

hi tesco paul.

I got a message during the week that my bill would be ready, to go on line and check my details, etc my bill. I had forgotten my password or log in details. I clicked forgotten password I am still awaiting my text message, I got in contact with customer care, about the bill, she also said that she would send a text message with a new pin. I am still waiting two reset passwords. could you check this out for me.

Thanks
James

Outofthecity

Hi Paul i want to sign up with Tesco but in my house there is little or often no 02 signal ...outside the house is usually fine Vf no probs with signal . Can i get a booster or signal repeater thats legal . I have read posts where they are available but there seem to be questions about their legality . Afaik vf do one for their network . Can you clarify this for me please ,thanks in advance

Tesco Mobile: Paul

n3lly wrote: »

Just one quick question actually..
Plugged phone in last night, this morning it was off and wouldn't turn on. The phone felt quite warm as well so assuming it maybe overheated while charging. (started up when i held down the power and home button together for 10sec)

My question is if this keeps happening. Is there a way that I can get the old Gingerbread software back on the phone?

Luckily it's a Sunday so the sleep in was welcomed. Had this happened tomorrow (my finals start tomorrow). I'd have laughed... then cried.

Just wondering if you have a repair/service center that can carry the above out. Just in case.

Going to try a factory reset and see if things work better after that.

Thanks a million paul.

Hi N3lly,

Contact customer care in the am and they will fill you in on the repair options.

regards
Paul

Tesco Mobile: Paul

jamescc wrote: »

hi tesco paul.

I got a message during the week that my bill would be ready, to go on line and check my details, etc my bill. I had forgotten my password or log in details. I clicked forgotten password I am still awaiting my text message, I got in contact with customer care, about the bill, she also said that she would send a text message with a new pin. I am still waiting two reset passwords. could you check this out for me.

Thanks
James

Hi James

Can you PM me your details and I will look into this tomorrow?

regards
Paul

Tesco Mobile: Paul

Outofthecity wrote: »

Hi Paul i want to sign up with Tesco but in my house there is little or often no 02 signal ...outside the house is usually fine Vf no probs with signal . Can i get a booster or signal repeater thats legal . I have read posts where they are available but there seem to be questions about their legality . Afaik vf do one for their network . Can you clarify this for me please ,thanks in advance

Sorry, if you have poor O2 signal than we are likely not for you. Signal boosters are not legal

regards
Paul

byrnefm

n3lly wrote: »

On a positive note My Galaxy S2 just updated to Ice Sandwich (4.0.3)..

Has Tesco Mobile started pushing ICS to Galaxy S2's? Just wanted to check if it was O2 or Tesco Mobile doing so.

n3lly

Tesco Mobile: Paul wrote:

Hi N3lly,

Contact customer care in the am and they will fill you in on the repair options.

regards
Paul

Thanks a million Paul, Will give them a call if needs be.
(where else do you get responses at half ten at night!!!nice one..)

byrnefm wrote: »

Has Tesco Mobile started pushing ICS to Galaxy S2's? Just wanted to check if it was O2 or Tesco Mobile doing so.

Well I remember Paul mentioning a few pages back that they were doing their final 'field tests' of ICS a while back so I'm assuming it's Tesco who are pushing it out.

Having said that 02 might be pushing it out as well but I'm with Tesco so can only give feedback on that side. I'm sure Paul can confirm if they're pushing it out. But I've done everything legally (ie. no rooting).

I'm still waiting for my phone to 'settle' down so i'll report back if when I feel my phone is working ok or whether or not it's working the way it should. As mentioned above some small problems seem to have arisen but they might just be blips.

pissed

Hi Paul, seems to be an improvement with the data speeds here. I managed to get speedtest to load which refused to load on the last few occasions. Bearing in mind that I am trying at a different time of the day as normally it would be in the evening so not sure if its a contention issue.

Tesco Mobile: Paul

n3lly wrote: »

Thanks a million Paul, Will give them a call if needs be.
(where else do you get responses at half ten at night!!!nice one..)




Well I remember Paul mentioning a few pages back that they were doing their final 'field tests' of ICS a while back so I'm assuming it's Tesco who are pushing it out.

Having said that 02 might be pushing it out as well but I'm with Tesco so can only give feedback on that side. I'm sure Paul can confirm if they're pushing it out. But I've done everything legally (ie. no rooting).

I'm still waiting for my phone to 'settle' down so i'll report back if when I feel my phone is working ok or whether or not it's working the way it should. As mentioned above some small problems seem to have arisen but they might just be blips.

ICS for Samsung Galaxy SII is Tesco Mobile variant...