Tiscali Billing Query

Mr_Nimoy

I have been unable to view my Tiscali online account for March 2009. I have the broadband and phone call package.

When I called their assistance number I was informed that because my account was in credit, no bill would be generated. I am in credit because I was over charged in February 2009.

I told them that I thought this was highly irregular and that I always kept a printout of my telephone bills and would therefore require a bill to view.

Tiscali told me there was nothing they could do to generate a bill until the credit on the account had been used. I asked them if the next bill I received (likely to be in May) would show the backlog of call charges etc. The answer was No !

I have just sent Tiscali an email complaint for which I await a reply. I have informed them I will cancel my account unless they provide a bill for March.

Surely my request for a bill is not unreasonable ?

Mr_Nimoy

These people are a joke.

See below the email request I sent to Tiscali:-

" Please issue me with a MAC code. I am awaiting the outcome of a complaint to Tiscali regarding billing. If this complaint is not successfully resolved I will be transferring to another service provider.

I understand that the MAC code will be valid for 30 days from the date of issue. I also understand that asking for a MAC code does not constitute a cancelling of my agreement with Tiscali. "

...And the reply from Tiscali:-

" Thank you for contacting Tiscali Customer Support.

Please accept our apologies for the difficulties you have experienced changing to a new Internet Service Provider.

Your Tiscali service is supplied through a Local Loop Unbundling (LLU) system at your local exchange. Your service was placed on this system to allow us to give you a better, faster service. Not all companies can accept LLU migration codes due to technical reasons. Should your new provider not accept the migration code we have issued, the process for migration is as follows:

You should cancel your Broadband service with Tiscali by telephoning our dedicated Cancellations Team on 0845 077 4488, choose option 1, followed by option 1 again. Calls are charged at national rate. Line release should take approximately 15 days, as per industry guidelines. You may then register with the Internet Service Provider of your choice.

We fully understand the inconvenience this will cause. We will clear your line as soon as possible. As cancellation will leave you without Internet connection for a period of time, we would ask you to confirm your wish to cancel. At this time, your account will remain active and your monthly charges will continue.

You may also choose and find another provider to take over your service from us to process cancellation to ensure continuous service.

If you have further queries, please feel free to contact us by using the following link:


Kind regards,

May Nacion
Tiscali Customer Relations


I cannot see any MAC code - can you ?

Also - whatever in my email gave them to thinking that I was having trouble with my new service provider?

I have since sent a further email asking once again for a MAC code

black_paw

customer service for tiscali c***....best to ring them if they answer.

Mr_Nimoy

Fnally sorted aparentlyI do not need a MAC code !!

"Thank you for contacting Tiscali Customer Support.

I understand just how frustrating this issue has become for you, and I apologise for the inconvenience this matter has caused.

We are unable to issue you a migration authorisation code (MAC) as our system shows that your Tiscali service is supplied through a Local Loop Unbundling (LLU) system at your local exchange. Your service was placed on this system to allow us to give you a better, faster service. Not all companies can accept LLU migration codes due to technical reasons.

In this case, you may transfer your broadband services to a new ISP provider without a MAC code. If you decide to move to a new provider, you may call directly our Cancellations Team on 0845 077 4488, choose option 1, followed by option 1 again. Calls are charged at national rate. Line release should take approximately 15 days, as per industry guidelines. You may then register with the Internet Service Provider of your choice.

If you have further queries, please feel free to contact us by using the following link:"

Mayday

dontdoit wrote: »

Remember, tiscalis phone number is 01204 770498 , not the expensive 0871 one.

Thankyou for that - will see how I get on with them regarding my disappearing Broadband :rolleyes: