Help!!! Upgrade Never Happened!!!

Rose2White_2

I've been with Tiscali for years... Yes I know 'New Customer Offers' but every time new customer deals come out with faster broadband speeds I phone them to upgrade my serve to the same pack as I'm already paying.

Ok let me make this clearer...

I started at 512kbps on a landline, costing £14.99pm

Then broadband at 2mbps became available at the same cost so I phoned and was told I would be upgraded. I did say it had been years...

This then went up to 8mbps for the same cost or as I have my phone calls with them I could have anytime free 01,02 calls for an extra £5 a month, so Yes (this saves me money with 2 teenagers in the house).

Now I'm on 8mbps and free landline calls for £19.99pm, then when BT lost control of the line rental I; happy with Tiscali & took up their line rental offer with a 20% reduction against BT prices. (Sep 07)

Then at the begining of Sept 08 I started having problems with my broadband timing out before it could connect so I phoned Tiscali (not a free call) and queried the fault, only I was told it was no fault I was only on a 512kbps package which was causing my problem:eek:

I have one e-mail from Sep 07 telling my my upgrade would be completed in 7 to 10 days, I never recieved notice that there was any problems. I have now been chasing them for the last two months (was asked to stop calling after my second phone call) and was told that BT needed to update my local exchange for me to get anything over 512kbps, not what their website says on the broadband speed availble for my postcode (6mbps according to Tiscali)

I have been under the impresion I had been recieving the service I was paying for over the last few years, but I wasn't.:mad:

WHERE DO I STAND? What are my rights? If I had moved to sky I could have saved £14.99pm as 512kbps is free.....

The BT exchange was meant to be upgraded on the 11th Nov 08, not sure if this has happened or not as Tiscali won't upgrade my package until after, so could be waiting on BT or Tiscali?

monitorsit

Tiscali is good when it works but there customer service is terrible when anything goes wrong. I never phone them now because you never get any sense out of them and it costs a lot but you can raise a ticket online which is free. They will not sort anything out quickly but they usually sort it out in the end.

If you raise a tciket saying what you are getting and what you should be getting and saying clearly what you want them to do they usually do it eventually. If not there is an 0845 (sorry i dont still have it) number you can ring which is a UK help centre which is open monday to friday who you can complain to and they are much better and much cheaper to call than the 0870 number for India.