URGENT BT/Tiscali disconnection help needed

dk67

We have been with tiscali for broadband for 2 years, had phone calls also.

last april we upgraded online to the max unlimited package which includes line rental - received confirmation from tiscali that this had gone through...

months later line got cut off (apparently we were still with BT - paperfree billing so never knew and bills were not paid)

paying tiscali for upgraded service. paid BT and then complained to tiscali who finally agreed £70 refund....

refund paid by cheque but tiscali, in error, stopped taking our direct debit each month and showed the £70 on our bill as an amount due to be paid by us!

between this happening we had again upgarded our package online to include line rental (it seems a good deaL with free calls and line rental with broadband) but...it happened again!

the move to tiscali didnt go through (we were not informed of this) we cancelled our BT direct debit etc.

we then suddenly had our phone line limited to outgoing calls only by BT...meanwhile i was fighting for a refund on the BT calls (which would have been free with Tiscali) . this has taken so long tht BT have completely disconnected us!

Finally received £200 from Tiscali today and have paid half the BT amount owed (i had been told i needed to pay the nov bill to get the line reopened) but BT will now not reopen until full payment (feb bill) has been paid also!

we have now been without any phone at all for 1 week and a restricted service for over 2 weeks. Tiscali still owe us compensation and the cost of mobile calls we have had to make etc but wont reimburse us further until our line is with them.......BT want their money...

we have 3 disabled children - we need our phone.

please help! anyone special i can talk to at BT (i am having to use a mobile do need full numbers)

desperate dk

kkpolobear

sorry to hear your problem but tiscali are no end cause problems after problems
if i were you i would get out asap

dk67

yes i agree - i feel so stuck in the middle as BT want the rest of the money before they reconnect me and tiscali wont pay the rest of the refund until the line is with them. :eek:

Thanks kkpolobear (nice name!)

Inactive

Get out of Tiscali, they get more customer complaints at ISP Review than all other ISP's put together.

dk67

hi

i can well believe it. they have been awful, we now have had the complaint escalated to High Level Complaints but this is still only half resolved. nearly 6 months of complaints now

i cant manage without a phone

anyone know if BT can reconnect me when one bill is still outstanding?

dk67

wierd!! but good!!!

BT have just reconnected me - I nearly jumped out of my skin when the phone suddenly rang after a week of silence!

better get on to Tiscali and see if they will settle.

thanks all

misterh

dk67 wrote: »

We have been with tiscali for broadband for 2 years, had phone calls also.

last april we upgraded online to the max unlimited package which includes line rental - received confirmation from tiscali that this had gone through...

months later line got cut off (apparently we were still with BT - paperfree billing so never knew and bills were not paid)

paying tiscali for upgraded service. paid BT and then complained to tiscali who finally agreed £70 refund....

refund paid by cheque but tiscali, in error, stopped taking our direct debit each month and showed the £70 on our bill as an amount due to be paid by us!

between this happening we had again upgarded our package online to include line rental (it seems a good deaL with free calls and line rental with broadband) but...it happened again!

the move to tiscali didnt go through (we were not informed of this) we cancelled our BT direct debit etc.

we then suddenly had our phone line limited to outgoing calls only by BT...meanwhile i was fighting for a refund on the BT calls (which would have been free with Tiscali) . this has taken so long tht BT have completely disconnected us!

Finally received £200 from Tiscali today and have paid half the BT amount owed (i had been told i needed to pay the nov bill to get the line reopened) but BT will now not reopen until full payment (feb bill) has been paid also!

we have now been without any phone at all for 1 week and a restricted service for over 2 weeks. Tiscali still owe us compensation and the cost of mobile calls we have had to make etc but wont reimburse us further until our line is with them.......BT want their money...

we have 3 disabled children - we need our phone.

please help! anyone special i can talk to at BT (i am having to use a mobile do need full numbers)

desperate dk

Looks to me like BT is the problem here, not Tiscali.
As far as I can make out, Tiscali was in the wrong twice but only by giving you poor information. BT failed to pass on the line rental and continued to charge you. Did BT not email you when they billed you? I always get one.
I upgraded my Tiscali package to include line rental at the beginning of December. This week I (angrily) phoned Tiscali only to find that BT have not transferred my account.
It would seem that BT are reluctant to lose customers!

Drunkstar

misterh wrote: »

Looks to me like BT is the problem here, not Tiscali.
As far as I can make out, Tiscali was in the wrong twice but only by giving you poor information. BT failed to pass on the line rental and continued to charge you. Did BT not email you when they billed you? I always get one.
I upgraded my Tiscali package to include line rental at the beginning of December. This week I (angrily) phoned Tiscali only to find that BT have not transferred my account.
It would seem that BT are reluctant to lose customers!

You know that BT cant refuse a request for another company to take the line rental? And that Tiscali are the ones that do the work (well, not the physical work as that openreach) not BT?

Tiscali screwed up and have made out to you that they are blame free.

misterh

Drunkstar wrote: »

You know that BT cant refuse a request for another company to take the line rental? And that Tiscali are the ones that do the work (well, not the physical work as that openreach) not BT?

Tiscali screwed up and have made out to you that they are blame free.

You're right, of course. Thanks for that.
BT got back to ne

Drunkstar

No worry, I get this kind of call a lot. WLR companies like to blame BT for anything and everything.

misterh

Our impression of a company is only as good as the worst customer service adviser we have spoken to.
I did get back to Tiscali and spoke to a helpful one. He flagged-up the problems and told me how to claim back my BT rental, so hopefully I'm sorted now.