I think I've been "slammed" !

JPD23

We currently have our line rental from BT and calls from Sky Talk (CPS). Broadband from Tiscali (not an LLU exchange).

No problem there, perfectly happy with all three, until...
Had a letter from Sky Talk today saying sorry we're leaving them and our calls will transfer to another provider (they don't bother to say who!) next Monday (19th Jan).

Rang them to say had requested nothing of the sort, please continue to supply our calls. They say they can't as another provider has requested our calls, and they can't tell me who!!! They said BT would be able to say who this mystery company is, as our line rental provider. Phoned BT, who said Sky Talk were our call provider and, as far as they are concerned, they can see no reason why this might be changing.

I might be putting 2+2 together and getting 5, but the only other vague possibility is that we upgraded our Broadband package with Tiscali last week (from 1Mb to "up to" 8Mb) which took effect today. I was categorically clear when I phoned them that we didn't want to take their calls package as well, just the broadband, and that was agreed by the operator more than once. Having said that I also phoned Tiscali tonight to check and they definitely confirm they are not planning to take over our phone calls.

So who the hell do I phone now? Sky Talk refuse to tell me who this mystery company is and BT/Tiscali simply don't know who it might be (other than that it isn't them).

HELP!!

Heinz

Welcome to the MSE forums JPD23.

I'm not sure it's reached this stage but it can't hurt to complete the online Ofcom slamming complaint form as far as you can:

http://www.ofcom.org.uk/complain/landline/slamming/?itemid=285618

JPD23

Many thanks Heinz, have filled out that form and asked them to investigate before 19/1/09.

Both BT and Sky Talk ended up saying "just leave it until 19th Jan and see what happens" but I'd really rather get this sorted in advance, have a horrible feeling it will be a lot harder to 'un-do' once this mysterious switch has actually gone through!

Thanks again...

syko29793

If the only only other company you have made changes with is Tiscali then all fingers point to them making the changes. They do offer broadband and cps call packages so if you have not had any other contact with any other call provider then Tiscali may be the company responsible.
only guessing but ????

JPD23

syko29793 wrote: »

If the only only other company you have made changes with is Tiscali then all fingers point to them making the changes. They do offer broadband and cps call packages so if you have not had any other contact with any other call provider then Tiscali may be the company responsible.
only guessing but ????

Yeh, have phoned Tiscali but they deny they are planning to take over my CPS phone calls.

Had a reply from Ofcom today which is about as much use as a chocolate fireguard...

Thank you for contacting Ofcom thorough our website on 12 January 2009 regarding the attempted unauthorised transfer of your telephone service.

I understand the frustration that this issue has caused and can confirm that a record of your complaint has been registered. Unfortunately Ofcom does not become involved in individual complaints but aims to provide information to the consumer that will hopefully assist them to resolve their dispute themselves.

Ofcom is firmly committed to preventing problems with the mis-selling of fixed-line telecoms services and, in particular, slamming, the phrase used for the unauthorised transfer of these services. The term mis-selling covers a range of sales and marketing activities that can work against the interests of both competition and consumers, undermining confidence in the industry as a whole. It can include;

· the provision of false and/or misleading information (for example, about potential savings or promising offers or gifts which do not actually exist);

· applying unacceptable pressure, such as refusing to leave until the customer signs, or using threatening or otherwise intimidating behaviour; and

· slamming, an extreme form of mis-selling, where customers are simply switched from one provider to another without their express knowledge and consent.

We are committed to ensuring that consumers are protected in the transfer period when switching telecommunications service providers. The process in place should see the consumer receiving two letters within a 10 day period, one from their original service provider, and one from whom they are transferring services to. This process should allow consumers the opportunity to fully understand the transfer that is taking place and the opportunity to cancel any order before completion of the switch. I would suggest contacting your current provider to request they cancel the pending order to transfer the provision of your telephone service.

Ofcom regulations require communications providers who provide fixed-line telecommunications services and engage in sales and marketing activity, to establish, and comply with, a Code of Practice for sales and marketing in accordance with published guidelines.

We monitor complaint volumes and contact those companies that we consider to generate most complaints to outline our concerns. We also discuss strategies for reducing the number of complaints related to mis-selling. Ofcom currently has an on-going, own initiative investigation in relation to the monitoring and enforcement of mis-selling and conduct relating to the transfer of customers between communications providers. Details can be found on our website at: http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_960/.

Openreach who deliver installation and maintenance services on behalf of the UK’s telephone and internet service providers holds the information about which provider has attempted to take over your service. This information is not available to Ofcom or your current service provider.

I can confirm however, that Ofcom does receive regular data from Openreach showing the number of attempted unauthorised transfers. This information supplies the name of the provider that has attempted to transfer the service, which in turn enables us to monitor which providers are causing concern and to take any action that may be necessary. The information provided does not show individual cases but general information relating to specific service providers and the number of cases registered.

If you do receive any correspondence from the provider who has attempted to transfer your service, you may wish to inform us so that the details of your individual complaint can be updated.

With confirmation of which provider has slammed your line, you will be able to follow their formal complaints procedure as outlined in their Code of Practice. This should be available through their website or directly from customer services.

I hope this information proves useful.

Yours sincerely

Does anyone know a contact number for Openreach (as opposed to BT)? I will try calling Sky Talk again, as suggested by Ofcom, and ask them to suspend the suspension(!) of my service with them. But last time I rang Sky Talk, they said they were powerless to do this.

Needless to say I haven't had a letter from the "new company" within 10 days, as stated by Ofcom, only the 'sorry to lose you' letter from Sky Talk!

JPD23

Just to follow this up. Checked my Tiscali account on-line tonight and, guess what, I'm on the "Tiscali Max Unlimited plus Free Weekend Talk II " package! Despite them telling me on the phone 2 days ago that I was definitely only with them for Broadband, not phone calls as well!

Called them again tonight and they confirmed their mistake; they are going to cancel the order to take over our calls and so our Sky Talk service should continue as it does now, even after Monday.

I'll hang fire on congratulating the woman I spoke to this evening until Monday has been and gone and our phone service is uninterrupted, but... I can recommend anyone calling Tiscali to use the saynoto0870 number of: 01787 884 204 rather than the usual numbers if you need to contact them to query your broadband/phone package for any reason!

Thanks again to Heinz and Syko to replying above.

diamonds

JPD23 whats your postcode ? bet Tiscali just done your exchange and you migrated to thier non-Bt product

JPD23

Exchange = http://stage.www.samknows.com/broadband/exchange/WWPTRE

rospax

I recently cancelled a broadband connection with Tiscali at my mums. Yes, they stopped the broadband but in the process they also decided to take over her phone calls from her existing provider WITHOUT PERMISSION. It has taken several calls to chargeable numbers to put this right and I am now waiting for it to be switched back - to make this happen her existing provider has had to reapply to take over her service. Tiscali claim this happened as some sort of "automatic upgrade". But they coulnd't answer my question: How can an upgrade involve taking over a service from another provider WITHOUT THE CLIENT'S PERMISSION? I have told them I will not pay a penny to them for calls handled through them during this period as this is of their own making and they are breaking the law. I have also told them that, as my mum is elderly and disabled, under no circumstances may they disconnect her line. By mistake or otherwise.

Next Tiscali sent me an email. Then they sent the same email to my husband's email address pretending it had been forwarded to him by me. LIES. When challenged, they said I must have entered my email address incorrectly when I made the original application. My husband pointed out that I was already receiving these emails from them at my correct address, and furthermore, switching my husband's name for my is a pretty big typing error to be accused of! They have not, as yet replied to this.

Then Tiscali suggested my husband delete the email and forget about it - however, as he pointed out to them, that would conveniently destroy the evidence.

I am awaiting the outcome of switching back my mum's phone service to her original provider. Either way I shall be reporting them to OFCOM when this is done.