Tiscali: Mis-sold, My rights ?

Revex

Hi,

http://www.tiscali.co.uk/products/business/package-comparison.html?code=ZZ-MS-11DF

http://www.tiscali.co.uk/products/business/business-max.html?code=ZZ-MS-11DF

Both pages clearly stating the a static ip is available on the service, as well as being told this when signing up over the phone.

Ok so my connection is up a running and suprisingly problem free with regards to speed and stability, however I had nothing telling me of my static ip even though I had requested it through the website and also being told on the phone it would be issue automatically.

Ok fine, but I didnt get an email. So I phoned up the business technical support team to be told that you cant have a static ip on the max business package. My reply being but your website clearly states that its available with their package. Basically their response was yes it does but you cant have one (tough luck).

My next step was to take this to Quinn who is head of customer complaits, who said he would get back to me the next day. Which he did not. I then sent him and email stating either send me the ip or send me a mac code as this is clearly not on.

Days on and any communication with Quinn has been telling me he would call back that day or that it would be resolved that day, each time its me calling him back to be told to leave it with him. I emailed Jody yesterday which resulted in a call from Quinn today telling me he would call back soon and by lunchtime, he didnt so I emailed and was told there would be a resolution by days end, I stated that I wanted this guarenteed otherwise his email to me should be with my mac code. I was then told it would be days before there would be a resolution which is the point im at now. I have also sent a complaint to the ASA which may not help me but hopefully make them aware of this.

Where do I stand on this ? What are my rights with regards to a resolution or getting a mac code with the ending of the contract.

Thanks in advance for any advice.

Revex

Ok ive been told they are not breaking the contract if its resolved within 28 days but he said if he cant resolve in the next couple of weeks he will issue a mac code.

I dont know enough about consumer law to debate this. So we shall see

espresso

Have you checked for yourself to see if you actually have a static IP?

Revex

i have, and I havent got one. It changes each time I reconnect.

espresso

Fine, just wondered if you were being fed bullsh!te from their customer services, which is quite common.

Revex

espresso wrote:

Fine, just wondered if you were being fed bullsh!te from their customer services, which is quite common.

Hi,

Thanks for your feedback espresso

Yeah, well it was their fun india customer service that told me I couldnt have one even though on their site and on the phone before signing up I was told I would get one.

I then got in touch with the head of customer complaints in the UK, who has been dealing with the case, which has so far lead to being told that its ok I dont get one so long as I do within 28 days they arnt breaking their contract with me. I mean this has gone from one day to a couple, to a few days to week, to 2 weeks (and within 28 days). Its really important for the business I do that I get a static ip, I made this clear on the phone when signing up, so I personally think its bang out of order and would have thought I would be able to cancel now, but I guess not according to them. So looks like ill have to wait ?

mikeywills

Just read through your thread, what I can't understand is why anyone signs upto tiscali. Like you I was drawn to their price tag, like a fly to the bulb. Unfortunately price and service do not come hand in hand, a quote by John Ruskin which I can not recollect now, says as much.
Perhaps we should start up a campaign to discover just how many disgruntled Tiscali customers there are out there, as a percentage of their customer base. Heres me guessing it will be quite high...
Good Luck getting out, I'm counting down the days like a prison sentance until my contract runs out on the 29th of November.

Revex

Hi,
Yeah I was aware of the issues with tiscali when signing up, but Im a risk taker and the price was good so I thought whats the worst that can happen lol (and my previous provider also has a hell of alot of complaints, but other than price I had no problems there). To be fair the actually connection has been speedy and reliable. But I need a static ip. They still havent provided one, after this 2 week period they told me about ill be ringing quinn to cancel, seeing how he promised a resolution in two weeks or I could leave.

To be fair quinn has been good to me, just a shame the people who work with him arnt great.

However,
If I get out and dont get my static ip, then ill be the founding member of the campaign against tiscali. And how they are mis-selling their business grade broadband packages.

Revex

Update:

I have got in touch with trading standards who will be getting someone with sufficient knowledge to give me some advice tommorow.

The CAB are open tommorow to so if there is nothing from the call with TS ill go see them

mobilegossip

Week in week out they are the most complained about.

http://www.ispreview.co.uk/new/complain/complain.shtml

iwanttosave_2

mobilegossip wrote:

Week in week out they are the most complained about.

http://www.ispreview.co.uk/new/complain/complain.shtml

Not by me they are not, they are the best ISP I have ever been with. I love them.