TakTalk and Tiscali

appleblossom

I don't use tiscali for phone at all just for BB, we are very limited as to what services we can get here - can get tiscali BB but not their tv, can't get o2 BB, can't get BT vision,can't get sky BB so tbh, I'm pretty much stuck although I am only on a 1mb package - it's not worth me upgrading to 8 etc as our lines (which are very old and BT won't replace) can't get me past 2 anyway!

arno_2

I would advise against TalkTalk, based on my recent experience. I signed up by phone 2-3 weeks ago, and was due to have an engineer visit this week to set me up. I phoned today to find out when they were coming, and they told me that they'd cancelled my order a couple of days after I placed it, but had not bothered to tell me. Apparently they had noted down a completely wrong phone number for me, and when they couldn't get through they decided to give up. They could have emailed me or sent me a letter, or called me on the same line that I was converting to talktalk, but they didn't bother.

After speaking to four people in three departments I got nowhere. they told me I'd have to start again and wait another three weeks for an engineer to visit, another six weeks for broadband to be set up, and blamed me for the mix-up with the number. The number they had was for a landline in Birmingham, but I live in London and had given them my landline and mobile number. I've never even been to Birmingham so the chances of me accidentally inventing a number for myself there are pretty slim!

If this is how they treat somebody who is about to sign up to a long term contract paying £400 or £500 over 24 months, I wonder how they treat you when they've got you snared!

macman

arno wrote: »

I would advise against TalkTalk, based on my recent experience. I signed up by phone 2-3 weeks ago, and was due to have an engineer visit this week to set me up. I phoned today to find out when they were coming, and they told me that they'd cancelled my order a couple of days after I placed it, but had not bothered to tell me. Apparently they had noted down a completely wrong phone number for me, and when they couldn't get through they decided to give up. They could have emailed me or sent me a letter, or called me on the same line that I was converting to talktalk, but they didn't bother.

After speaking to four people in three departments I got nowhere. they told me I'd have to start again and wait another three weeks for an engineer to visit, another six weeks for broadband to be set up, and blamed me for the mix-up with the number. The number they had was for a landline in Birmingham, but I live in London and had given them my landline and mobile number. I've never even been to Birmingham so the chances of me accidentally inventing a number for myself there are pretty slim!

If this is how they treat somebody who is about to sign up to a long term contract paying £400 or £500 over 24 months, I wonder how they treat you when they've got you snared!

Are you sure you've got your facts right? No engineer visit is necessary to switch your phone line from one company to another, nor to set up ADSL broadband. TT don't have any engineers, they would use OpenReach if there was a physical line problem to be resolved after you'd signed up.

andyinyorkshire

All with same router etc...

Old Tiscali (pre-talktalk) = 6.23Mb/s

Current TalkTalk Tiscali = 0.99Mb/s

PlusNet (start) = 1.94Mb/s

PlusNet (complained) = 6.39Mb/s

Quite interesting isn't it how ISP's can proved you with whatever speed they seem to like.

Whilst PlusNet quite easily are able to double TalkTalk I think a phone call is needed to get their promised 7Mb/s which is possible looking at top stat.

edit:^PlusNet (complained) = 6.39Mb/s

tony336

Just a word of warning . Talktalk seem to be very obstinate in that they will not let you go easily . I migrated in December to BT but I am still being billed by TT.I have cancelled the direct debit , but knowing these companies, I expect to end up in court. Sadly the people that work for TT are not educated to a high enough standard to give a properly thought out answer.

paulpud

I migrated to Plusnet on December 17th and have today been billed by TalkTalk for the whole of January. I'm now waiting for their response to my query.

On the subject of Plusnet, during the first few days I was getting around 1.3MB download speed which is acceptable where I live, and was comparable to Tiscali. It then dropped to a bit of a crawl at about 0.6MB. I emailed Plusnet to explain and they responded a few hours later telling me they's done a bit of tweaking and my speed should now improve. I'm currently getting a fairly consistent 1.7MB and even touched 1.9MB the other evening - a record!

A better connection and decent customer service that is going to cost £98.00 over the year (with a bit of help from Quidco) as opposed to £240.00 with TalkTalk. It's a no-brainer.

andyinyorkshire

Dispite being told by TalkTalk/Tiscali that the switch over will be automatic with the MAC code they provided I checked my online account to find that they have generated a bill for the Jan 2010 period!?!?

For Jan 2010 I am now using PlusNet with that MAC code!?

So I called TalkTalk and eventually spoke to customer services, they then cancelled my contract but could only put the day I called on as my cancellation date!
I then had to speak to billing who were wanting to charge me up to my cancellation date dispite having to explain what had happened through no fault of my own... then they are asking for proof of the date I switched so that they can bill me up to then!

Alot of hassle from TalkTalk who moved the goal posts in a contract (apparently legally!) and now I have to jump through hoops... oh talktalk how I want to be a customer of yours in the future. :rotfl:

paulpud

I earlier had a call from TalkTalk customer services and a subsequent email summarising the details. Quote:

I can confirm that your account is still showing active on our systems. I can see from looking into your account that you were issued a MAC code on December 12th. However, I must advise that a MAC code does not guarantee cancellation of an account. It is up to the customer to ensure the account is fully cancelled.

I actually received my MAC code on 10th December in an email with this footnote:

Your MAC code will remain valid for 30 days and expire on 09/01/2010. Tiscali will not cancel your account until you have given your MAC code to another service provider and they have successfully migrated your service.
Please remember, your invoices are in arrears and you are liable to pay for the remainder of your service with Tiscali. Once your final balance has been collected we will automatically stop collecting payment via direct debit/credit card - please do not cancel your payment method with your bank.

This suggests that billing stops on successful migration and nowhere does it state that it is up to the customer to confirm cancellation of the account.
So now my account is on hold until I provide them with a copy of an invoice from Plusnet so they can see when my broadband was taken over from them.

You couldn't make it up

chris9119

HELP,
I was due to have a Tiscali engineer out-who turned up prompltly-only to inform me that the order has been cancelled.
Since then i have spent over 6hrs on the phone over the past three days trying to sort out the problem.
I'm going around in circles, there have been varying reasons for the fact they could not install my broadband, tv and phone package-some are plausible others are not.
Anyhow, the latest is that i have to get the phone and broadband from Talk Talk and then call the Tiscali retentions team to get the TV. But non of this is on my original Tiscali contract-which unlike Talk Talk is 12 months instead of 18 being offered.
Please does anyone no how i can sort this?
In exasperation..

tony336

paulpud wrote: »

I earlier had a call from TalkTalk customer services and a subsequent email summarising the details. Quote:

I can confirm that your account is still showing active on our systems. I can see from looking into your account that you were issued a MAC code on December 12th. However, I must advise that a MAC code does not guarantee cancellation of an account. It is up to the customer to ensure the account is fully cancelled.

I actually received my MAC code on 10th December in an email with this footnote:

Your MAC code will remain valid for 30 days and expire on 09/01/2010. Tiscali will not cancel your account until you have given your MAC code to another service provider and they have successfully migrated your service.
Please remember, your invoices are in arrears and you are liable to pay for the remainder of your service with Tiscali. Once your final balance has been collected we will automatically stop collecting payment via direct debit/credit card - please do not cancel your payment method with your bank.

This suggests that billing stops on successful migration and nowhere does it state that it is up to the customer to confirm cancellation of the account.
So now my account is on hold until I provide them with a copy of an invoice from Plusnet so they can see when my broadband was taken over from them.

You couldn't make it up

That is exactly the same respone I keep getting. They insist that I should have told them about my migration , but I saw by the letter quoted above that it is not up to me . Now , after me threatening them with going to the newspapers about this , they have e mailed me today and said I have to pay until March 9th as I have that time to run on my contract ! I have replied that it was them that broke the contract not me. I don't expect to win though ,once they hand over the debt to a collection agency you are basically stuffed , plus you get a bad credit rating . I intend to make them wait and I have written to the Daily Mail helpdesk. We shall see.By the way , I have emailed 15 copies of my welcome letter from my new provider to them . It is like speaking to a brick wall .