Leaving tiscali (breach of contract): How to do that properly?

ANDROID

Greetings.

On 7/11/2008 I started to use Tiscali Broadband Only option (http://www.tiscali.co.uk/products/broadband/?code=ZZ-NL-11EE&srccode=COD_592) with free ADSL modem and WiFi access point with contract set on 1 year.

The problem is connection speed - I should have 8 Mbps but my speed hardly ever reach more than 1 Mbps. I made a complaint about that in December 08, they replied me and forwarded it then replied and forwarded again and finally they promised me to fix this issue caused by unsufficient amount of slots in the telephone exchange. One month later nothing happened, the connection is very slow, often slower than before I complained.

Because I am an international student and I have decided to study in Spain for 1 year, it is more advantageous to withdraw from the contract instead of making another complaints (I spent enough money for 3 months of really poor connection for price of 8 Mbps anyway).

But as I am an international student, I do not have such a knowledge of formal English to write them a proper letter including all the requisites.

Could somebody send me a specimen letter and/or advice me what is important to include in that letter.

Anyway, thanks for this website, it really helped me to settle down in the UK

penrhyn

Welcome to the site.
I think that Tiscali will point out to you that their service is 'Up to 8mbps'.
The actual speed you get being dependent on your distance from the exchange, noise on the line, internal wiring etc.
It is also very likely that if you cancel the contract they will require you to pay the balance of the time left.
Hopefully someone with experience with Tiscali will be able to offer you some more constructive help.

DatabaseError

as above...you are being sold a "up to" 8 mbs service, 1mbs, while lower than you were hoping for, falls well withing the remit for the service.
If you choose to leave, tiscaly are within their rights to expect you to pay the remainder of the contract, though if you are a foreign student...leaving the country..not expecting to return, it may be hard for them to claim their money.
Tiscali may be partly to blame for the low speeds, but the most likely culprit is the laws of physics, which tiscaly cannot claim responsibility for, you took a 12 month contract...just because you choose to leave after 3 months tiscali can, and will, chase you for the remainder

ANDROID

http://uk-tiscali.custhelp.com/cgi-bin/uk_tiscali.cfg/php/enduser/std_adp.php?p_faqid=1298&p_created=1210390948&p_sid=-iaTjkoj&p_accessibility=0&p_redirect=&p_lva=200&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MzcsMzcmcF9wcm9kcz0wJnBfY2F0cz0mcF9wdj0mcF9jdj0mcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1zcGVlZA**&p_li=&p_topview=1

This code of conduct says that "Every customer on an "Upto 8Mbps" product will have received an estimated line speed at point of sign-up. If the sync speed experienced by the customer is less than 66% of the estimated line speed, on three separate occasions within a one week period, then a valid speed complaint may be logged."

I can make a complaint in this point, but can I withdraw from the contract?

DatabaseError

so what speed were you estimated...?
"then a valid speed complaint may be logged." doesn't mean 'get out of jail free', it just means they will listen to the complaint

ANDROID

But I have already made one complaint. This is quite unfair - how many complaints do I have to make to get satisfactory speed? And how many monthly payments do I have to waste?

And I have not any rights to cancel the contract in this case? When a complaint was made and it had no effect, all that I can do is to make another complaint?

DatabaseError

did you not read my post, above? speed is governed by many factors, physics being the main one. A 1mbs connection is a broadband connection, some people would be glad of that speed.

penrhyn

Have you looked at your router statistics?
Speed testers are not a very reliable, especially if you are useing wireless.
Is your router plugged into your master socket or an extension?

DatabaseError

Penrhyn, the OPs concern is not really the speed (they plan on leaving the country), but the fear that tiscali will insist that the contract is seen through, or paid off.

ANDROID

penrhyn wrote: »

Have you looked at your router statistics?
Speed testers are not a very reliable, especially if you are useing wireless.
Is your router plugged into your master socket or an extension?

I tried that, connected my laptop with the modem with cable and plug the modem directly to the phone socket (unplugged phone).

Well, I can make a complaint, it doesnt matter to me. My intention is to save money (because I am on contract till Nov 09 - I did not count with leaving the country so soon) by taking advantage of very slow connection to terminate my contract prematurely. I am just asking you if it is possible and if so, how to write such a letter.

Thank you very much for your posts above.

EDIT: And one more thing:

penrhyn wrote: »

Welcome to the site.
The actual speed you get being dependent on your distance from the exchange, noise on the line, internal wiring etc....

If I put my phone number to http://www.tiscali.co.uk/products/broadband/buy/check-number.html?code=ZZ-NL-11EE&srccode=COD_592&offerid=1557 , I get:
"We estimate your maximum download speed to be 8Mb.
The actual speed you get could be lower and is dependent on several factors such as the quality of your internal home wiring, our network management policy and the number of people using the Internet at the same time. Speeds are generally lower in the evening at peak times."

If they mean by the word "lower" sixteen times slower than estimated maximum download speed, it is really (dont know the right word in English, but it is very rude).

syko29793

http://eco.btwholesale.com/broadband1/

this will tell you what you can expect from a BT wholesale broadband connection.
The statement you posted implies you can 8 meg there is no "up to" just a warning of lower speeds.
dont meen to baffle you with tech stuff but do you know if your on an LLU or BT wholsale broadband connection?
check sam knows site. but check the site i posted to see what speeds you should expect.