Tiscali problems over Line Rental

Heinz

Mozkowitz wrote: »

Except for the occasional modem reset every few days, which I expect being wifi, its pretty flawless.

Really? I haven't touched (or turned off) mine since I installed it.

veronica46_2

I believe tiscali cannot supply line rental to some customers as it depends on the exchange.
Therefore they should not offer line rental if they cannot provide it.
To the other users who are pleased with Tiscali:

How would you like it if you were talked into free line rental package at £24.99 per month +VAT and then found that 3 months later you still got bills £40 from your old supplier?
Wouldn't you be a bit cross?
How would you like to spend interminable hours on the phone trying to find someone who can help you being charged at premium rate to the support numbers that the same company provides?

How would you like to be told that all your details have been sent to the "the voice provisioning team" who will phone you shortly- to hear nothing, nada, nix?
I would not post here if I did not have a problem- I have a real headache of a problem!
Tiscali have appalling customer support and that's what you will find when you get a problem....

LarryHarry

I agree Veronica my daughter is now at the end of her tether with the appauling service that Tiscali offer and her problem must have been escalated so high now the managing director must be dealing with it. But apart from the standard emails she can't seem to get any sense out of anyone and feels that once they put the phone down to her they forget the conversation because when she rings back she has to go through all the issues again!!! :eek: Don't they have computers that hold updated conversation details etc and it's a different person everytime she calls.
:wall:

veronica46_2

LarryHarry wrote: »

I agree Veronica my daughter is now at the end of her tether with the appauling service that Tiscali offer and her problem must have been escalated so high now the managing director must be dealing with it. But apart from the standard emails she can't seem to get any sense out of anyone and feels that once they put the phone down to her they forget the conversation because when she rings back she has to go through all the issues again!!! :eek: Don't they have computers that hold updated conversation details etc and it's a different person everytime she calls.
:wall:

I am also writing to their Md- but i think you too should report the problems to
www.ispa.org.uk.
I am going to but i must let tiscali reply to my last letter.
You have to give a time frame each time it is 10 days from the 2nd letter.
read the ISPA guidelines for complaint.


read this too
http:/http://www.moneysupermarket.com/c/broadband/consumer-rights/1/

and thishttp://www.tiscali.co.uk/legal/code-of-practice/index.html#9
Tiscali have there Head Office in london in Broadwick Street.
Don't bother phoning them any more. Escalate it to a governing body.

And to those who think they are so clever: it is not easy to transfer from a broadband supplier when you are signed to a year's contract. If it were that simple life would be heaven.
You are signed to a contract, but if the supplier is not honouring the contract.....?
Who knows?I am not a lawyer. It gets into tricky territory.
I do know you cannot just go around cancelling direct debits or not paying bills because you are in dispute without serious comeback.
Things are not always fair, and Tiscali certainly are the most unfair company I have ever dealt with.

flamric

Same troubles with Tiscali here. I was with Homechoice and welcome the offer to upgrade for a full package with Tiscali early June. On my first invoice I had "Telephony Charges" without any details. I asked their customer service and they couldn't find an explanation. I told them that it could be for the remaining part of the line rental with BT since I never got a final invoice from BT when Tiscali took over the line.
One month later I received the BT invoice for the line rental. Their customer service telling me that they didn't get any demand from Tiscali to take over the line rental.
After several calls to Tiscali Customer Service (keep in mind that Tiscali charge you for these calls!) and emails where they give you a lesson about how well their organisation is working with each of them having a specific area of expertise and never working on the full picture, Tiscali seems unable to apply their terms of contract.
The full picture is : I should pay £24.99 per month that's it.
Right now it s again another 2 months after I told them to sort out their mess and Ive got again a new invoice showing "Telephony Charges". This time they are saying that it can happens with ex Homechoice Customers. So what? Still waiting.
Then back to the line rental issue I asked BT and once again since early August they didn't hear from Tiscali.
To wrap up, since end of May when I upgraded to the new Tiscali contract Im paying twice for the line rental and every month for unkown "telephony Charges".
Tiscali answer is once again "your complaint is now in the escalation system". It sounds so professional!
And I m the one paying for escalation prices and cost of calls to ask Tiscali to apply their terms of contract. What a rip off!
By the way I dont expect that they would be very motivated to give a proper support since its been months that their Boss said they want to sell the UK business to another supplier. It seems to me that they are just trying to attract a large customer portofolio to make sure they will sell their business at a higher price. Customer satisfaction doesn't appear to be their main focus right now. Anyway it seems customers are leaving the boat.

Check
http://business.timesonline.co.uk/tol/business/industry_sectors/technology/article4488482.ece
for further info about the future broadband supplier you'll have to deal with.

hellokitty08

anyone ever get anywhere? I believe I have just woken up in my own Tiscali nightmare! Joy!

morganharry

I "upgraded" from Homechoice to a Tiscali package supposedly INCLUDING LINE RENTAL, in April (SIX MONTHS AGO).

Sure enough, Tiscali started charging me for the "upgraded package" but my line rental is STILL with BT and I'm paying them £11 per month. SO I AM PAYING TWICE FOR MY LINE RENTAL THROUGH TISCALI'S INCOMPETENCE.

I have written to Tiscali, and called them many times. Each time I call I AM PUT ON HOLD FOR UP TO HALF AN HOUR, PAYING PREMIUM RATES, but I am getting NOWHERE. They say they will refund what I have been paying BT but NOT UNTIL THE ISSUE IS RESOLVED.

Each time they transfer me to their PROVISIONING DEPARTMENT who say the order is "pending". It is ridicuolous.... TISCALI HAVE ONE MORE CHANCE AND THEN I'LL MOVE TO SKY OR VIRGIN MEDIA.

Heinz

I expect that, when Carphone Warehouse (or will it be BSkyB?) take over Tiscali - your problem will disappear into the far too difficult to do basket.

morganharry

My threats must have worked because they have finally, almost 7 months later, transferred me over to Tiscali. Now begins the even harder bit... getting them to refund the £60 I've paid BT....

It doesn't surprise me Tiscali are going down the pan. Roll on the day they are taken over, it can hardly get any worse.