After cancelling Tiscali - please help!

JemJam

mrJ wrote: »

Phone them and make sure your account is fully closed since you have now migrated to Sky.

Obtaining your MAC and using it does not mean that your account is fully cancelled and closed.

You should always phone them up after to make sure it is closed after migrating away.

I'll do that tomorrow thanks MrJ, am still waiting on a reply from the Tiscali customer service mind.....I may be waiting some time!

paulpud

I migrated from Tiscali to Plusnet on December 17th and I have also been billed for the whole of January.

I have filled in a contact form to get their response but I'm not holding out much hope for a sensible reply - the last time I contacted them about my migration they said they were sorry to hear I wished to leave Pipex!

Payment is collected from my credit card towards the end of the month so I will be watching carefully...

mrJ_5

paulpud wrote: »

I migrated from Tiscali to Plusnet on December 17th and I have also been billed for the whole of January.

I have filled in a contact form to get their response but I'm not holding out much hope for a sensible reply - the last time I contacted them about my migration they said they were sorry to hear I wished to leave Pipex!

Payment is collected from my credit card towards the end of the month so I will be watching carefully...

Did you actually call them after you migrated to make sure your account was fully closed? As it seems you didn't ...

Rather than use a contact form on a website which could take several attempts to get the point across, why not just phone them? This way you should get a 'sensible' reply. Or even how about seeing if you can actually fully cancel your account via the control panel.....

paulpud

No I didn't call them because my experiences of off shore call centres have never been particuarly good ones, and i do prefer to put things in writing, even if only via email and/or a contact form.

But my MAC code was sent in an email along with the folowing 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]

I think that states fairly comprehensively that payments are no longer collected once your bills are settled.

Of course, if things aren't sorted I will no doubt end up speaking to 'my name is Bernard how may I help you' :wall:

Cwmscwti

I went from Tiscali to BT on 6 Jan. Had a MAC code quickly from Tiscali. Pleased. Now however Tiscalie have sent me an overdue account letter even though I have not cancelled my DD and my Tiscali mail is still working. Why should we have to phone them to check the account has been closed? Shouldn't it be done automatically once you have made that inital call to cancel??

JemJam

Cwmscwti wrote: »

I went from Tiscali to BT on 6 Jan. Had a MAC code quickly from Tiscali. Pleased. Now however Tiscalie have sent me an overdue account letter even though I have not cancelled my DD and my Tiscali mail is still working. Why should we have to phone them to check the account has been closed? Shouldn't it be done automatically once you have made that inital call to cancel??

Were you still in contract with them?? I totally agree though, once you've cancelled that should be it, alas its just another way to try and get as much money as poss from us - I think sometimes they hope you'll forget you've cancelled and will just carry on with them without changing providers!

paulpud

After sending TalkTalk another email yesterday it would seem that my account has finally been closed as I can no longer access my Tiscali email. I pointed out to them one or two sections from emails and letters that had been sent that suggests accounts are closed automatically (as they should be) with migration:

'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.'

'As soon as your new provider notifies us that they will be supplying your new broadband service we will cancel the Tiscali Broadband part of your account with us'

In the email response I received today they still dispute these points:

As my colleague previously advised you, a MAC request is not a guarantee that an account will be cancelled. Not all providers require a MAC. Please note that the letters you received were automated letters. As per our terms and conditions, we do require our customers to advise us of when they wish to cancel their account

So officially, the letters are automated (are they really? :rolleyes2) and whatever is in them is to be ignored as it's total crap, just like TalkTalk's customer services. Incidentally their T&Cs mention nothing about cancelling the account when using a MAC code.

On reflection I am glad that TalkTalk chose to up my broadband charges by 33%; had they pegged the cost I may well have stayed with them.

A very, very lucky escape

JemJam

I wonder if not being able to access your emails is the final "notification" that they've cancelled your account??

freezspirit

what telephone number has everyone rang, I finished with tiscali on 31st dec but I just discovered I'm getting charged for January.

macman

But you have to give 30 days notice?