Tiscali Troubles

geoff1057

Iapplied for an upgrade to tiscali talk max in mid october2007, complained loads of times by email, where is my upgrade?must have had a dozen different excuses, they finally connected me on 3rd january 2008, and sent me a letter saying installation pack to follow within 10 days. iam still waiting.............. ringing is waste of time, 20 = 30 minutes wait is norm. emailed to complain no answer ,wrote to the GENERAL MANAGER not even a reply . i have the letter promising installation kit , next move is to send copy to official ombudsman . isthere anyone else i can complain to ?... customer service is absolute shambles,........................... ive heard that this year they re trying to make a profit at all costs (even poor CS ,poor quality )ready for sell off in a couple of years, wish i had read this before i upgraded,

norahs10

Well, I gave up waiting or the arrival of my ‘free router’... I purchased a router at the weekend a Netgear DG834G @ £37.48 from Micro Direct in Mcr should anyone be interested in a cheap deal. Another cost!

I now refuse to waste my time calling their incompetent call centre and being put in a queue/on hold for 1/2hr each time only to be advised I am calling the wrong dept & them apologising for my inconvenience, obvious they are reading from a script, so I thought I’d put the money I will save calling them towards my new purchase.

Go to their website – search for code of practice, this gives details of how to complain
Link attached - http://www.tiscali.co.uk/legal/code-of-practice/index.html
Many thanks for your responses.. to those thinking of joining Tiscali – don’t bother, you pay for what you get I suppose.
I will wait until my contract ends & will be moving providers…

bluecow36

rae25 wrote: »

im interested in signing up to the new tiscali tv phone and bb for 24.99 a month.
im currently with sky aol and your calls.net, but sky bb isnt avaliable in my area.
so this package could save me about £25 a month.

is this deal as good as it sounds??????

NO NO NO NO !!!!!
I has been with Tiscali up until early June - last yr - then decided to try and save a bit of money with deal Sky were offering at the time. I cancelled my account with Tiscali - all the usual stuff - waited for a MAC code - gave the MAC code to Sky who then "tried" for 4 months to get me connected - wtih no joy. All this time telling both Sky telling me that Tiscali still had tag on line and Tiscali saying the line was clear. All BT could do was confirm there was a tag on line saying I needed to refer it to the appropriate provider. To cut an incredibly long story as short as can be - by Nov, Sky said there was nothing further they could do help be get connected so I got back in touch with Tiscali - this is the part that should put you off going with Tiscali - in all since June - I've made 79 phonecalls to Tiscali, lasting in total approx. an average of 20mins a time - each time having to start from scratch about the TAG still being on line - each time was told it would be addressed - it never was - eventually has to send threatening letter to customer complaints and finally has TAG removed on 26th Feb (this week) with an offer of £40 compensation - £40 for 9 months of NO broadband service, 79 phonecalls, wasted hrs of my life waiting on phone - not to mention the tears after rowing with my husband and four teenage daughters as to why we couldnt get Broadband - try explaining to family memebers why it's taking so long to sort out when you dont understand it yourself - in a nutshell you'd better chances of finding rocking horse poo than ever sorting a problem out with Tiscali - all the best !

bluecow36

sorry - was rushing my last post and I realise it prob has loads of typo errors - I'll try harder next time !

bluecow36

by the way - does anyone know of anyone else who has been offered compensation like this for a similar prob ? - £40 is nothing compared to all the hassle of having no B/band for 9 months, endless phone calls etc - I'm tempted to reject offer - anyone with any advice ?

tes_2

Norah

My router arrived yesterday!

On Monday last I rang the freephone number for new sales,0800 1079000 and told of my complaints - signed with them over a month ago & still no router etc etc. The man at the other end took my phone number and said my router would be with me in 2/3 days and it was!

Am now set up.

Hope you get sorted soon:o

norahs10

Wow you got your router... Thanks tes, not that I require another router anymore... but I may just give it a try... no harm as it's a freephone no.

lostpicasso72

I've been with Tiscali for nearly 3 years and was very happy with them until 3/4 months ago.

They used to have good customer service, I moved my service twice when moving house and it was done within days. When it took longer the third time my full months fee was refunded even though I was only without service for a week. I was even receiving higher speeds than I was paying for.

In the last few months the speeds have become around 1meg (paying for 2), and even less during peak hours. I ordered a wireless router for £20 2 months ago and have still not received it. I have spent hours on the expensive customer service line and keep being told it will be sent out. Apparently Tiscali have had too many orders to cope with so the deliveries are taking a very long time, but the customer service don't tell you this and I have still been charged for something I did not recieve.

I tried ringing the freephone number but I was told to ring the 0870 as they could not deal with my request. I might try again though after hearing about the success!

I think Tiscali are trying to provide service to more people than they can cope with and therefore the service level is poor. Although I was amused by a comment on the end of my bill this month notifying me that they have won the customer satisfaction award 2007 (??!!!) :rotfl:

In my opinion, do not start a contract with Tiscali if you can avoid it!

ericamclay

will-in-estoril wrote: »

I would grin and bear it until the contract nears to an end. Although you are right about Tiscali, you will expend disproportionate time and effort trying to get things how you want them to be.

I was with Tiscali for about seven years: in the end I got so fed up with them and migrated my broadband to NewNet (one of Martin's recommendations).

Wish we had read through the forum before registering with Tiscali. For 6 months we have been trying to get free line rental---promised on the £19.99 bundle but still appearing on the bill. At least 25 contacts on their site and 12 expensive phone calls, each one assuring us that it had been resolved----we are still no nearer to solving it. Any suggestions, it is so frustrating, especially when they keep advertising the package and telling us how they've been voted top of the bunch for customer care.

geoff1057

rang tiscali sales,0800 1079000 and spoke to a young lady who said that she would order a router for me, it arrived next day. the call centre was in Glasgow...everyone should try this number first.......... dont bother ringing customer service they havent got a clue,