Tiscali Legal Advise Help

illiterate_monkey

Hello All

I am in a battle with Tiscali over there actions.

I wrote an email to Tiscali on 04/05/2009 03.47 PM

Hello There

I am writing in regards to the problem with my Cancellation. After speaking to many advisors over the phone, I was advised that I will have to cancel my line rental and my calls with them as the company changed there policy to install lines at new address.

After reading your Terms and Conditions I found that

12.4 You may end your contract with us for the Services at anytime if: 12.4.1 you move to a new address to which we cannot provide the Services. In such case you must contact us in advance by telephone (please see condition 13 "Contacting us") and produce written proof of your new address;


I get my line rental, my calls and my broadband service with Tiscali and Tiscali wont be providing me any of these services at the new address.

I am willing to keep the broadband service only with Tiscali if that is provided at a discounted rate as I wont be getting line rental and calls and I incurred charges to get Tiscali installed at my old address and wil have to pay BT to install a new line at my present address.

Hope to hear from you soon.

--
Regards
NAME
PHONE NUMBER
ACCOUNT NUMBER

I got a reply this morning

Response (Sheena Go)05/05/2009 06.23 AM
Dear NAME,

Thank you for contacting Tiscali Customer Support.

I understand that you wish to cancel your telephone services yet keep your broadband account to your new address.

In order to cancel your telephone service, please be advised to contact our dedicated Cancellations Team on 0845 077 4488 and select option 1. Lines are open from Monday to Friday 9am-6pm and calls are charged at local rate.

Also, If you wish to transfer your broadband service to your new address, you may contact our Moving House department on 0871 222 3311.

Rest assured that your monthly charges will be discounted once desired package has been applied.

Tiscali strives to provide you with an efficient service and in this case, we have been unable to do so, and I wish to apologise for any inconvenience caused by this matter.

If you have any further queries, please do not hesitate to contact our Customer Care Team on 0871 222 3311, option 2. Lines are open 8am to 9pm, 7 days a week. Calls will be charged at 10p a minute (from a BT landline. Charges from other telephone providers may vary). Calls from a Tiscali Talk landline will be charged at the lower rate of 5p a minute.

Alternatively, you can contact us through our website at www.tiscali.co.uk.

Kind regards,

Sheena Monria Go
Tiscali Customer Relations


After speaking to cancellations this morning they refused to put any discounted price and said that after cancelling line rental and calls I will still have to pay £14.99 just for the broadband.

I have now written back to Tiscali online

Customer (NAME)05/05/2009 06.19 PM

Hello

Further to yuour response that discounted rates will be applicable, I rang cancellations department and they refused to put any discount and were probably the most unhelpful people I ever spoke to.

I have now ordered a new BT line and O2 broadband service.

I am now writing to cancel my account with Tiscali under terms and condition clause 12.4 You may end your contract with us for the Services at anytime if: 12.4.1 you move to a new address to which we cannot provide the Services. In such case you must contact us in advance by telephone (please see condition 13 "Contacting us") and produce written proof of your new address

According to this clause I will not have to pay for any cancellation fee whatsoever.

If Tiscali continues to charge me the subscription I will have no option but to inform local Trading Standards about your actions.

Regards
NAME


Now I dont know what to do as their online people promised a discounted rate broadband and I got a new BT line at this address. After this call I have also ordered O2 broadband at new address and NEED HELP ON WHAT TO DO TO GET RID OF TISCALI ?

Thanks

downright_mean_with_money

You have my sympathy with your predictment and unfortunately I cannot advise...Tiscali have worn me down after 8 months of battling to have the phone and broadband package cancelled that they never produced. Luckily they lost all payment details that caused my credit card to be flagged as "possible fraud" hence I have never paid them a penny...that does not say I have not shelled out any money in dealing with their inept staff.
There are plenty of posts about Tiscali within these forums and you are about to experience something unique in terms of "customer service"....

illiterate_monkey

downright_mean_with_money wrote: »

and you are about to experience something unique in terms of "customer service"....

i already have so far. when i challenged that how will my new service be at discounted rates ? answer was AS I WONT MAKE ANY CHARGEABLE CALLS. haha
dumbest ever customer service. lol

ianto1x

Hi both
Thank you for your emails re Tiscali...
(Sorry to be so dumb, but Downright, I was wondering if you could explain what you meant by your card being flagged as 'possible fraud' - is that by them or by you?)
I'm having the same problem with Tiscali - I couldn't begin to relate the tale of trying to cancel my a/c - which I never used in the first place - hours on the phone stretching back to this time last year - time and again they promised they were going to cancel and refund, but are still taking random sums out of my
a/c. it feels that I'm being robbed every month in broad daylight, and I feel so powerless, even to the extent that it's making me feel ill. I contacted my bank to see if they could stop the money being taken out of my account, but they said they couldn't do anything - in the meantime I had to renew my debit card, but still it went, and goes on.
Would the Ombudsman be an option worth pursuing for all of us?

DatabaseError

illiterate_monkey wrote: »

...12.4 You may end your contract with us for the Services at anytime if: 12.4.1 you move to a new address to which we cannot provide the Services. ...
According to this clause I will not have to pay for any cancellation fee whatsoever.

If Tiscali continues to charge me the subscription I will have no option but to inform local Trading Standards about your actions.

Much as I sympathise, I must have missed the bit where tiscali said they were unable to provide a service at the new address...I got the impression you chose not to pay the new fee for it?!

illiterate_monkey

DatabaseError wrote: »

Much as I sympathise, I must have missed the bit where tiscali said they were unable to provide a service at the new address...I got the impression you chose not to pay the new fee for it?!

thers no new fee as such. services when i signed for the contact were 8 meg bb, line rental, weekend calls.

now its just broadband for the same monthly fee. i was happy to pay the same installation as i paid when getting tiscali. £30

DatabaseError

...but are they unwilling/unable to provide voice service at your new address, or are you unwilling to pay the new price for it?

illiterate_monkey

DatabaseError wrote: »

...but are they unwilling/unable to provide voice service at your new address, or are you unwilling to pay the new price for it?

i was happy to any reasonable amount only if they asked for.

they said its just impossible to move ur line rental and calls and will have to be cancelled before my broadband is transferred

b3nton

I endured my own gruesome battle with Tiscali a couple of years ago.
That company is a joke.

I wish you the best of luck mate

downright_mean_with_money

ianto1x wrote: »

Hi both
Thank you for your emails re Tiscali...
(Sorry to be so dumb, but Downright, I was wondering if you could explain what you meant by your card being flagged as 'possible fraud' - is that by them or by you?)

Sorry for the late reply. The "possible fraud" came out of the blue from my credit card company. They contacted me to say they had recieved information that my card details "may" have been compromised and that they were sending me a new card. I called them and they could not provide specific details for security reasons but advised what "may" have happened is that they were contacted by a retailer to suggest above...
Now I use my card allot for internet shopping and so cannot pin point "who" may have miss handled my credit card other than to say the only company I had no faith in at the time to "use" my details responsibly were .....you guessed it....
I am now in consultation with CISAS, who are their ombudsman, as Tiscali still refuse to do anything about my failed account.
I'd advise anyone with a complaint against Tiscali and can use CISAS to get their claim in before end of June as that is when Talk-Talk take over and you may have to start over again with your complaint (I doubt Tiscali have kept a good record!)