major tiscali problems!!

candygirl

Having been a loyal customer of 2 years with tiscali and having paid £23.48(inc vat) per month for all this period i was glad to see that i could now access the broadband and phone calls package at £19.99 a month, thus making a savign and getting free landline calls.
I rang them on 4th feb and informed them of this and of the fact that my bt phone number had also changed, but they said it was no problem and the service would be up and running within 96 hours.
since then they have told me there is an "incompatible product" on the line and its bt's fault.i have rung bt and they said tiscali has placed a marker on the line, ofcom have contacted them and theyre still making me ring them all the time.Not once have they contacted me back to offer any aploogies or advice.in total i must have spent over 3 hours on expensive 0870 calls to them as well as several emails.
Has anyone got any ideas, or know of any other cheap broadband and phone packages i can move to.
I fell i have been treated appallingly after 2 years of loyal custom!! :mad: :mad: :mad: :mad:

candygirl

can nobody help me here? :cool:

wonderfullife_2

Hi
You have my sympathy, they really are the pits, I use to be with them to, until they started issuing MAC Codes and then I was away like a shot
You can email them at
complaints@uk.tiscali.com
and in your subject line FAO: General Manager
Explain in precise details what has happened and what you want to resolve this situation and even ask for a reinbursement for phone calls.
It worked for me when they kept charging me for my broadband, even though I'd left them and they weren't supply it.
If you want to leave them get them to issue you with a MAC Code, you then have 30days to find a new isp.

Hope this helps

candygirl

thanks very much!!i have contacted the complaints dept several times and they are as poor as all the rest of the customer services team.I think they are playing for time and keeping me on the higher payment, by pretending they cant swap to my new phone number!!lol paranoid i know but it all seems too much of a coincidence.amy recommendations for a good new isp provider with a call centre in england?

Froggitt

Tiscali's customer service is rubbish. I emailed the address above, but received no answer. Eventually I went to OTELO the regulator, who made them stump up compensation and an apology.

littlereddevil

Toucan also do a broadband and phone service together.
i am also with Tiscali but think it's now time to leave as my year is up.

wonderfullife_2

littlereddevil wrote:

Toucan also do a broadband and phone service together.

Hi
I think you'll find Toucan is Tiscali in disguise, not a good move.

The best isp around is Zen, going by reviews and service, but much more expensive, but very satisfield customers, but there's a few other good ones have a look

http://www.adslguide.org.uk/isps/compare.asp?eclipse=ON&ndo=ON&nildram=ON&tiscali=ON&ukonline=ON&zen=ON&cmp_action=Compare

Hope this helps

littlereddevil

As tiscali take the money off my credit card every month how can I ensure they don't take money after i cancel?

wonderfullife_2

littlereddevil wrote:

As tiscali take the money off my credit card every month how can I ensure they don't take money after i cancel?

You must phone them up straight away, as soon as your new isp has taken over your broadband and cancel with the broadband dept, and also with their telephone service if you have one with them.

Hope this helps

littlereddevil

I don't have their telephone service only broadband but am concerned they keep trying to take money after i cancel. Wish I had done a direct debit now.

wonderfullife_2

littlereddevil wrote:

I don't have their telephone service only broadband but am concerned they keep trying to take money after i cancel. Wish I had done a direct debit now.

Hi
Yep they did this to me, I ordered a MAC Code and cancelled at the same time. Took about 7 days then my new isp took over, then Tiscali charged me again, phoned up asked why, they said I hadn't cancelled, I asked if they were supplying my broadband, they admitted they wasn't, so I was then put through to another dept, etc etc, anyway, cancelled in the end, cost me £6+ in telephone calls.
They then charged me again, SH**TS, away. sent email to their General Manager, reinbursed me in the end.
Nobody should have to go through this, but Tiscali are reknown for this sort of behaviour, but don't let it put you off.
Once you get your MAC Code and your new isp has taken over, phone them straight away.

Hope this helps