Tiscali Overcharging

SionE2007

Hi I wonder if anyone can help or advise me on this matter...

Whilst visting my family over the festive season my father asked me to check his broadband speed as it seemed to be quite slow and sure enough when I checked it was downloading at under 1mb. I thought this to be a bit strange so I logged into his account to find out what package he was on. Tiscali had him on a 1mb package at £24.99 per month, which is what they've been charging for years judging by the previous bills.

Pretty annoyed that Tiscali were charging this amount, I phoned them up to ask for an explanation and a refund for all the months which my father had been overcharged to which I was told "it was the customers own responsibilty to ensure that they were on the correct package for them", and I was told that there was no way we could get a refund.

Is this fair or legal?? I am with Sky Broadband and have always been upgraded to ensure I'm not paying more than I should without me doing anything, so why should the responsibility lie with the customer as Tiscali are saying? Surely it's Tiscali's responsibility to ensure the customer is not being overcharged for an out of date product? After all, they wouldn't sell this product to a new customer.

My father is not technically minded, so when he purchased this product years ago he didn't expect to have to check the website every month to make sure he's not being overcharged - this isn't what I call customer service.

This leads me to ask the question of how many more customers are Tiscali overcharging? If you have had a tiscali account for a few years I urge you to check your bills and the package you are on. You could also be over paying for an out of date service.

Can anyone advise or help on this matter? Hopefully this post will get back to Martin...

Ypaymore

Tiscali have always had a policy of the subscriber having to tell them if they want to upgrade their product, and they tell you whats available on their site.

http://www.tiscali.co.uk/members/myaccount/

Its not very fair,but i understand its not illegal.But then your talking about Tiscali here the most complained about ISP.

Beware though doing this ,as it usually involves you having to take out another years contract.

biglad

as previous person says, you do have to upgrade your tiscali account yourself, maybe its just your dad has not realised. we have been happy with our serive, but would not have got the free line rental if we had not upgraded ourselves

billsavings

biglad wrote: »

as previous person says, you do have to upgrade your tiscali account yourself, maybe its just your dad has not realised. we have been happy with our serive, but would not have got the free line rental if we had not upgraded ourselves

The line rental is not strictly free its included in the bundle price.

Pitchshifter

Pipex has the same policy, I was paying £40 for a 2Mb service for several months berfore I realised they had the same service for £25. Greedy B******, I'm glad to be leaving them. From now on I will be on the look out for new deals more regularly and I'm quite prepared to ditch and switch.