Problems with Tiscali

Drunkstar

sparkyrob wrote: »

I work for an internet based company - I need the internet at home as I work from home 3 days a week. As it is, I have had to commute to another city at cost to myself. I have been offered a paltry one month's free service as recompense for this mess. This is completely unacceptable!

Did you order a buisness broadband or a residential one?

espresso

Get out now while you can! They are the most complained about ISP and are just not worth bothering with.

taxi73

Please run away now as they do not give a toss...I was a happy customer for 41/2 years until 13th july as hadn't had any problems up until then....due to their mistake 12 phone and 4 e-mails..i'm sat not being able to make outgoing calls and won't be able to for another 14-21 days!!!...the issue is not resolved either...they are w.....s!!!!...this started by them asking if I wanted to upgrade to 8 megs...i said yes then changed mind same night and still haven't got anything resolved!!!..please cut your losses as if you have to run a business they are not competent enough...they are doing my head in at the moment

sparkyrob

Wow - lots of responses, thanks guys and gals!

Quick update: Still no modem as of today. I ordered it on the 12th July, it went live on the 26th. I could get an ADSL router, but would I not need to know who I am connecting to in order to set up a connection to the (residential) broadband service?

God help 'em if they treat their business customers the same way...

So, 11 days after the live date and I am still modem-less. I rang up this morning, they are still blaming Royal Mail despite me receiving mail every day last week, and also this morning! They said (again) "Wait till tomorrow, it should be there by then." The same line they've used for the last week and a half every time I've rung up. So I asked him what he'd say tomorrow if it doesn't turn up - would he give me the same line again? He didn't know what to say to that! So I guess the answer would be yes.

Asked to speak to their manager, to find out what they had to say - they are going to talk to Royal Mail directly and find out where the package is, then call me tonight. When I asked her if I was ACTUALLY going to get a call tonight, she said "I'm the manager, you can trust me." :rotfl:

The company beggars belief. I rang and got an email address for the complaints department: [EMAIL="complaints@uktiscali.com"]complaints@uktiscali.com[/EMAIL] - but a quick search doesn't reveal this email address anywhere else. Does anyone know if it is correct, or if I've been fobbed off? Will try it later, anyway.

More updates as I get them...

davidscot

Have been dealing directly with Tiscali London office and complaints department. Got sent a new modem etc and guess what!!!!!! I'm now back online at home:j well for now anyway:beer:
Only been nearly 5 weeks not being able to use their service, still had the cheek to take my monthly payment though:mad: so ive got to chase that up but at least were connected for now

scottish_blend

I'm the same - I'm having mega problems with Tiscali - how i wish I had known of this site beforehand :-)

I have a 2mb connection, and have had connection speeds of less than dial up for weeks - I cannot even watch streaming TV at speeds of 228kb/s without it buffering. Emails to their customer services section resulted in cut and paste from a manual of some sort becuase its the same answer every time. A truly awful service, and one i will very gladly walk away from come January when my 12 months is up.

sparkyrob

The farce gets better.

The guy on the phone told me that the address was [EMAIL="complaints@uktiscali.com"]complaints@uktiscali.com[/EMAIL]. I asked him to confirm that it was definitely “uktiscali” and not “uk-tiscali”, or “uk.tiscali” and he said yes, it was definitely uktiscali. So imagine my surprise when I got a mail bounceback yesterday morning, and then rang up the same department and was told that no, the address was in fact “uk.tiscali”. :mad:

Since the mail bounced (see further down) I can confirm that unsurprisingly, the manager (Viron) did NOT ring me back. So apparently, I can’t trust her. Fantastic example of management there.

rang back last night to find out if there was an update. A first line guy called Samir told me that a second modem was being shipped out since neither Tiscali nor Royal Mail could find the original.

I rang her again this morning to find out what happened. She said that she was waiting to hear from another team, but she would call me back right away. No explanation as to why it took 24 hours, nor any explanation as to why she didn’t call me back regardless of what the situation was. Incredibly, it doesn’t end there – despite her saying she’d call me back straight away, I heard nothing for half an hour! I then rang back, and a first line person got hold of her and told me that she was just calling them now. So, she had literally just picked the phone up – 30 minutes after I had initially talked to her.

When she DID ring back, she then told me that a) there was no second modem being shipped out (completely contradicting what Samir said) and b) she said the EXACT SAME THING that I had been told the last 5 times: “It will be with you either tomorrow or the next day.” I asked her why a second modem had not been shipped after the first one failed to show – she said there is already an order in the system, everything is automated and nothing can be done.

Crazy.

So I rang cancellations today and after browbeating "Anne-Marie" (bless her) for 10 minutes, she asked me what I wanted. I said:

a) A modem
b) The £30 activation fee removed from my account
c) A refund for the costs I have incurred fruitlessly ringing their 0870 number.
d) A refund on my travel costs incurred due to lack of internet at home.

I wasn't expecting her to do c) or d) but I thought I'd throw that in the mix so she'd have to say "No" to three things (psychology works a treat). As expected, she said she could only do a) as c) and d) would not be measurable and b) was not in her power. So I asked to transfer me to someone who did have the authority to waive the fee. After two minutes on hold, she came back and said she has been given permission to remove the £30 fee from my account. A new modem will be sent 1st class today.

She said "Don't worry if you end up with 2 modems." Hahaha! No, the second modem will end up on eBay to cover the cost of my phone bill.

The saga continues...:rolleyes:

espresso

sparkyrob wrote: »

So I rang cancellations today and after browbeating "Anne-Marie" (bless her) for 10 minutes, she asked me what I wanted. I said:

a) A modem
b) The £30 activation fee removed from my account
c) A refund for the costs I have incurred fruitlessly ringing their 0870 number.
d) A refund on my travel costs incurred due to lack of internet at home.

Wrong answer, you should have used you get out of jail free card and cancelled with all costs refunded.

:rolleyes:

sparkyrob

My options for broadband are limited to Sky, Orange and Tiscali so I'm somewhat stuck - and I need the internet. Not to mention the fact that I have had to set up (and then cancel) a BT 12 month contract just to get a sodding line activated (at a cancellation cost of £70). I'm not prepared to go through all that again.

No-one I've spoken to in Bristol has problems with Tiscali...once they actually get it set up. I'll be reserving judgement I think.

Incidentally, their complaints dept emailed me back yesterday:

---

Dear Mr XXX,

Thank you for contacting Tiscali Customer Support.

May I firstly take this opportunity to apologise for the difficulties you have experienced.

Having looked into your account details I can see that another modem was sent to you today with the order reference number XXXX. I can also confirm that the £30 set up fee has been credited back to you in the form of a bill adjustment. I do understand how frustrating this matter is to you and regret we are unable to assist you directly from this department.

Once again I apologise for the inconvenience. Please do not hesitate to contact us again if we can be of further assistance.

Kind regards,

Gary McNeill

Tiscali Billing and Customer Care

Tiscali UK Limited
Registered in England and Wales No. 3408171

---

So at least I have a contact there now.

espresso

sparkyrob wrote: »

My options for broadband are limited to Sky, Orange and Tiscali............

Do explain why, as there are hundreds of ISP's to choose from, all better than Tiscali.

:eek: