Tiscali Losing Customers.

supermonkey

customer service is so dreadful that they have actually disconnected us without my permission! they seem to want to lose customers

Marley06

normanmark wrote: »

Tiscali are looking for a buyer and Orange aren't. Thats why.

Tiscali have been purchased by Carphone Warehouse... Yet another ISP which will land up with poor customer service and more downtime...

runsimonrun

Do not go anywhere near Tiscali, even if your lfe depended on it. One month to the day I changed from Freedom2surf (owned by Tiscali) to Tiscali. A payment of £30.00, twenty two (22) telephone calls, all at my expense and still nothing. I have no service at home at all now. Tiscali say that it is Pipex (owned by Tiscali), Pipex say it is Tiscali, Freedom2surf say it is Tiscali. I speak to sombody different each time, they refuse to put me through to other departments, Sometimes I have great difficulty understanding the person on the other end at the call centre. I have written four times to the CEO. I am visiting the CAB on Friday. Possible course of action is ofcom or trading standards. DO NOT go to Tiscali. You have been warned. I am stuck and have no idea what to do next. feeling sad and angry.PS DO NOT go to TiscaliI have just thought of something... DO NOT go to Tiscali.

normanmark

Marley06 wrote: »

Tiscali have been purchased by Carphone Warehouse... Yet another ISP which will land up with poor customer service and more downtime...

Which will land? It can't get any worse than it already is.

chillin_nutta

Hi runsimonrun, £30 is for reconnection, its basically for the engineer to go to the exchange to change the details etc etc. Not being cheeky but who is your phone calls through??? If you have telephone calls through Tiscali then contact billing and ask them to look at your bill with these 22 calls on, remember that if you made these calls this month they wont be able to refund until next basically they don't get the invoice until you get it also. Once they see that you have made the calls to them, they should refund these, just politely, and i know that can be difficult in the situation, but some agents in the billing dept are not bad, ask them if they can refund the calls as they have all been made to Tiscali. if your calls are through a diff provider, get the bill and send it to there head office, as the agent for this and write covering letter explaining you want to be refunded for this!

In respect to your service, ask either pipex or tiscali if there are any tags on your line, because if the tags are still on the line then tiscali will not be able to take the line over. it usually takes 14 days for these to be removed. If you have an ongoing tech fault which is recorded on there system with the tech team, and they have no way of providing you with the service then you are in your right to cancel your account without being held to term *however i'm not sure on your situation, so the best thing to do would be to contact them and ask if the service will be resumed, if not, then ask if you could speak to someone regarding cancelling the account, you may not want to cancel the account there and then you are only wanting to get informatin wheather or not you are going to be held to term, if you are going to be held to term the best thing to do would be to wait *i know thats frustrating* but when the prob is fixed you will get refunded for the down time. Also if you are still paying for your service, you will continue paying, but as soon as they fix the tech fault you call billing up and request that you get it refunded from the period it went down to the period it went back on, and they will get a check on if the BB has been used, and a cheque will be issued!!

sorry if this is no help, or is confusing, i'll have ot read over it once i've posted to make sure i've explained it right lol!

sorry in advance - and good luck!

nutty xx

runsimonrun wrote: »

Do not go anywhere near Tiscali, even if your lfe depended on it. One month to the day I changed from Freedom2surf (owned by Tiscali) to Tiscali. A payment of £30.00, twenty two (22) telephone calls, all at my expense and still nothing. I have no service at home at all now. Tiscali say that it is Pipex (owned by Tiscali), Pipex say it is Tiscali, Freedom2surf say it is Tiscali. I speak to sombody different each time, they refuse to put me through to other departments, Sometimes I have great difficulty understanding the person on the other end at the call centre. I have written four times to the CEO. I am visiting the CAB on Friday. Possible course of action is ofcom or trading standards. DO NOT go to Tiscali. You have been warned. I am stuck and have no idea what to do next. feeling sad and angry.PS DO NOT go to TiscaliI have just thought of something... DO NOT go to Tiscali.

jhp

Marley06 wrote: »

Tiscali have been purchased by Carphone Warehouse.

Since when ?

peachyprice

Chillin, you make it sound all so simple to communicate with Tiscali!!


From our own experince I can assure you it isn't. They reduced my OH to tears of sheer frustration due to the fact that they cannot and will not discuss anthing not on their script. He was shouted at, sworn at, hung up on 4 times, and to this date our probelm has still not been resolved, I can see it all ending up in court.

del1001

normanmark wrote: »

Which will land? It can't get any worse than it already is.

Maybe, maybe not, to be honest I never had much of a problem with the reliability of the connection when I was with AOL.

But the customer services department, well, that's another story, absolutely terrible, unless you were lucky enough to get through to Ireland..

runsimonrun

Just to clarify my earlier post.

My telephone is with BT. I switched from f2s to Tiscali for internet access. f2s say that Tiscali require a MAC code. Tiscali say they do not. Pipex say Tiscali require a MAC code. Tiscali say they do not. There is a Pipex tag on my line from f2s. Tiscali tel me to call Pipex, Pipex tell me to call Tiscali. At one point Tiscali told me that the Pipex tag on my line was not the Pipex that Tiscali own but a different one. f2s tell me that it is nothing to do with them. They have supplied me with a MAC code. Tiscali's tech support are very bad. As stated by others they cannot and will not differ from what is on their script. yesterday I made the poor man in India promise me that Tiscali would call me. He said he could not do that. I repeated it about 25 times. A little bit like J.Paxman on that infamous interview. Then I did the same asking him what time they were going to call me. I made him write it down on the computer and repeat it back to me. They have not called yet - did not expect them to but I wanted them to experience a bit of their own medicine. I have paid the £30.00 fee with my debit card. Big mistake use a credit card then the CC will fight your corner a little bit.

DO NOT USE TISCALI

f2s were good, only changed to save a bit of money.

MrsTinks

f2s and Pipex are owned by Tiscali - hence they do NOT need a MAC code because you're already on the network... The only way there is any issue is if you are on IPstream or DataStream and they want to move you to LLU. Again this should not need a MAC code - unless the exchange has only just been unbundled...
As it is you shouldn't be speaking to Tech support but the provisioning department... I'd ask who-ever you call to transfer you to the provisioning department if you haven't done so already It remains THEIR problem until the migration has taken place.