Tough times for Tiscali customers
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The papers say Tiscali is a company teetering on the edge, crippled with debt and fighting for its life. It's an Italian business with 3 million customers in the UK. It offers the full package; phone, broadband and digital TV, at some of the cheapest rates around. But these are tough times for Tiscali - they owe half a billion euros. So, while they try and sort themselves out, have they forgotten their biggest asset of all, their customers?
While news of Tiscali's troubles rocked the City, racehorse trainers David and Sandra Brown were feeling cut off because their Tiscali phone line had stopped working in their Yorkshire farmhouse. The phone is vital to their business, and also enables them to keep in touch with their disabled son who suffers from myotonic dystrophy - a form of muscle wastage. Their son likes his independence and has his own house, but if he falls down which can happen, he can't get up. Sandra told us: "It's crucial that he can ring us." But since their phone stopped working, he can't.
The Browns are now forced to rely on their mobiles, but the reception in their area is very poor and their phones only work outside. Meanwhile, Tiscali can't tell them what's going on with their landline.
They've been without their phone line for almost a month and have tried ringing Tiscali about it nearly every day. They're finding it so difficult that they've considered cancelling their contract entirely. Sandra says: "I think their customer service is terrible. If we ran our business like that we would be bankrupt."
Phone and broadband have been cut off
The Browns are not the only ones having problems with Tiscali. The Reverend Kevin Lewis from Crawley is at the heart of the community and needs to be contactable day and night. But he too has had his Tiscali phone and broadband cut off leaving his flock without a shepherd.
Kevin explains: "So much of what we do involves communicating with people whether, it's arranging meetings or getting together with people, whether it's arranging pastoral visits or arranging funerals."
It's been more than 40 days and 40 nights since he was cut off, and he's made more than 40 phone calls to try and get it sorted. It's not cheap calling its customer service department either as it uses higher rate numbers.
When he did get through to customer services, Tiscali claimed that he'd cancelled his account but Kevin says this isn't the case: "Every day I'd have to drive a mile up to church to make the phone call, be told the same thing, having explained the same situation, speak to somebody who didn't know how to solve the problem and it was literally like hitting my head against a brick wall."
But Tiscali wouldn't budge and maintained that he'd cancelled. The company said Kevin was no longer a customer. Kevin became so fed up that he signed up with someone else.
Hundreds of complaints
Every month we receive hundreds of complaints from Tiscali customers tearing their hair out over the way the company's treated them. Some of you are completely stumped about what to do next. Stick it out and trust Tiscali to put it right? Make an official complaint? Or should you just cut your losses and cancel your contract? We decided to set up a Tiscali trouble shooting clinic in the hope that we could answer some of these questions.
We invited along some unhappy customers at the end of their tether and three experts to offer advice on what they should do. We brought together a commercial and IT lawyer, a telecoms specialist and an expert in comparing broadband deals. Soon we began to get answers for everyone that attended.
The Browns were told that their problem should have been fixed within 48 hours. Mark Weston, our legal expert told us: "The general law says if you're deprived of the fundamental benefit of a contract you signed up to, you have a right to terminate that contract." Mark went on to advise: "When you complain, try and do it in writing and keep a copy of everything you send in."
Surprised and disappointed at poor customer service
By the end of the day our experts were surprised and disappointed by the tales they'd heard of Tiscali's poor service. Just as our Tiscali clinic closed, Vicar Kevin got an unexpected call from Tiscali. Kevin explained that Tiscali were now saying that he would be getting a cheque as soon as possible. Cheekily, Kevin even asked if it was a coincidence that Watchdog was involved. The man on the phone from Tiscali declined to say whether or not that was the specific reason why he'd got involved, but said that it had brought it to his attention.
Whatever the state of Tiscali's finances, if customers walk, there'll be no business at all and nobody wants that. The company has to remember that their customers are just as important as their creditors.
Tiscali's response
We're very concerned by the complaints raised to us and thank Watchdog for bringing these to our attention. Having reviewed the specific cases provided, it's clear that we've not provided the standard of care we'd expect for these customers and for this we sincerely apologise.
However, we're confident that the cases passed to us are now in hand and we're committed to working with Watchdog to ensure any other customer case is resolved promptly.
We've a large customer base in the UK and the vast majority of our customers receive a good quality of service, so we're certainly concerned when cases like these are brought to our attention.
© MMIX~RS~q~RS~~RS~z~RS~14~RS~)
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On their say-so I cancelled my Tiscali telephone and broadband when they could not re-connect in July after I moved house. But they still keep sending me bills. I have been in communication with them weekly and they keep assuring me that they are doing everything they can to "ensure the contract is fully cancelled" and I will be getting a refund - it never comes.
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As a customer of Tiscali, with brodaband and telephone, of some 8 years standing, I have to say I have had excellent service and support from them. Even the couple of small complaints I have had over the years, have been resolved after a very short period of time.
Ken Piercey
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I recently purchased TV, broadband and phone - it was installed 7 days after the cool off period so had no idea of how poor it performed. Tiscali+ is terrible, I cannot record 1 channel and watch another at the same time - its like being in the dark ages! I have written a letter of complaint requesting cancellation of my contract due to the fundamental breach. I'll update you with my reply when/if I get it.
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I was a customer of Tiscali at my old flat which I left in January 2009. Tiscali were given sufficient notice that I was cancelling my account. I was very surprised this week (24/03/09) to recieve a bill from Tiscali for calls and charges made since I moved out of my old flat. It turns out the new tenant has been able to use my CANCELLED phone line to make calls. Since talking to a very unhelpful Tiscali customer services, they informed me that 'Yes, there is a cancellation on my account but this hasnt been done'. When I asked why this hadnt happened, the line went quiet. They then asked my to send copies of my utility bills to prove I moved out the flat when i said I did. I have since told them that, I will forward a letter from my old letting agents as proof that I do not live there anymore. As for the bill, I have drawn quite a few blanks.
I will never be a Tiscali customer again.
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I have been having trouble with tiscali since they cut off my phone in November. They are still demanding money from me despite my having cancelled and already put forward the same arguments as the watchdog lawyers. I am a solicitor myself, yet am still unable to get anywhere with these jokers.
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I have been a customer of Tiscali for over 8 years and throughout the whole period I have been provided with an excellent service. I am sorry to hear that they may be financial problems and hope that they overcome this and continue to provide the excellent service that they continue to provide.
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I'm sorry to hear about these people and their problems - and I'm worried about the future of the service to some extent.
But I have to say the service I've had for a number of years has been very good and I have no complains.
I have a LLU phone line, broadband & TV with Tiscali.
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I was a tiscali customer for a couple of years until moved house in November. I had both phone and broadband with them.
I have them the required 1 months notice that I wished to cancel both contracts. However, some time after I moved my parents (who were being forwarded some of my mail, thanks to a friendly postman) started getting demands for an outstanding amount of £14.96. This was for December (after I had moved out) I phoned Tiscali reminding them I had moved in November & giving them my new address to which any further correspondance should be sent. They advised me that the outstanding amount would be waived.
I heard nothing more from them until my mother contacted me to say that a debt collection agency had sent a letter (to the address I had moved out of in November) demanding the £14.96. I called Tiscali and despite them having a record of the call on Jan 6th, had not changed my address, nor waived the £14.96. You can imagine my anger at this! Especially the fact that a debt collection agency was after me. It was only by a stroke of luck that the letter found its way to my parents', otherwise I would never have known and goodness knows what effect that would have had to my credit rating?!?
I decided not to waste my time with Tiscali so paid the outstanding amount to the debt collector, albeit begrudgingly.
In light, I am not suprised that Tiscali are on the verge of going under, and to be honest, I wouldn't be sorry if they did, their customer service leaves them deserving nothing more.
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We have been a Tiscali broadband customer since 2004 but decided to change to Orange in 2007 because of a good offer which allows us make free calls to other countries. This is where the problems began. Cancelled the account, went fine. However, the following month we received a bill for our 'supposed' Tiscali account. We refused to pay of course. Phoned customer service and they confirmed that it would be cancelled but received another bill the next month! This went on and on for over a year. We even had a debt company threaten us if we don't pay when in truth, Tiscali owes us money! They took payment from our account despite cancelling the standing order which doesn't also makes sense (but that's another story)! To date, they haven't credited a single penny to our account nor compensated us for the inconvenience and numerous phone calls to their premium CS number which was no help at all!
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I had been a very satisfied customer of Tiscali broadband for about 2 years, when on 19th Feb 09 I found my connection would no longer work. This was at a time when work on overhead ower lines were being worked on, and BT Openreach were prominent in our village. I contacted Tiscali who took me through a standard procedure and confirmed my line was OK. However it was still not working, maintaining connection for less than a second before dropping out. They agreed that the quality of my line was marginal and that they would contact BT to check my line. Repeat calls to both Tiscali and BT brought no contact from BT or improvement to my line. To cut a long story short after numerous contacts with different help staff at Tiscali I was told that I lived over 3.5km from the exchange and they were not obliged to provide me with a service. I could terminate my conract at no cost, or put up with the drop outs (which made the service unusable). I decided to transfer to BT as internet service provider as I would then have only one firm to deal with for both service and line. I was back on broadband on 27 March, now with BT. I have had a satisfactory service to date.
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I had a TV+phone+broadband package with HomeChoice. Tiscali bought them out and everything was OK until my HomeChoice box broke down in April ... After 4 months of toing and froing trying to get Tiscali to deliver the full package i was paying for, I gave up and cancelled my contract with them.
But even then the incompetent fools could not do that: it took 2 attempts before they managed to cancel my account (finally done in August). AND they then had the audacity of sending me bills claiming they were still providing me with phone and broadband. It took 6 months of returning their invoices to the Complaints Department before they got the message.
To say that they are hopeless is a gross understatement. At one point, I was contacting them every day; one of their call centre staff was so appalled by what had been going on that she told me which buttons to press on the phone to jump to the front of the queue whenever I called Customer Services!!
I made a complaint to the ISPA. Tiscali responded very quickly to this but the compensation they promised didn't materialise. Needless to say, I could not be bothered with this anymore.
I am now with O2 and they are wonderful.
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Too bad about Tiscali and the unfortunate customers. I have to say that I have found the service to be as advertised, and the customer care to be as good as any, although I have not had to use it recently.
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Tiscali really is utterly hopeless. I moved isp to them in January. It took them a month to connect me, blaming a fault on the line even though I had perfect connection to the original isp. Then they put me on the wrong package. This is still not resolved. Evening speed is diabolical, below dial up speed. With my previous isp evening speed was fine. Tiscali blame local contention however neighbors on other isps have no problem. Trying to resolve through customer service is a very expensive waste of time and nearly unintelligible. The diabolical service only becomes obvious once locked into a contract. The sooner this company goes bust the better.
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I am so glad I am not the only one having trouble with Tiscali, so gal i watched Watchdog to have the matter highlighted. I left Tiscali in June 08 ended up signing up with another company but then had money taken out of my bank account and now being threatened with Bailifs for calls that had been made at my previous address before we moved. It is completely like hitting your head on a very hard brick wall talking to Tiscali, they all pass the buck and keep saying sorry mam all the time so infuriating, then they put you on hold- for how long !! SO LONG. Im hoping Watchdog can give me good advice.
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I made the mistake of contacting Tiscali in October 2008 about a triple bundle package - broadband, telephone and television packages. They welcomed my order took payment and emailed me confirmation of my order. They told me that they would have to install a new phone line at a cost of £100.00 which I would have to pay. I reluctantly accepted this one off payment.
They arranged for a BT engineer to fit the new phone line in mid December (a month and a half after my initial inquiry) after several phone calls asking when they were going to set up my TV, phone and broadband bundle.
Following the engineer's visit I was told that I would not be able to keep my old telephone number.
I rang Tiscali to ask when my wife and I would be able to use our new services. I was informed that I could begin using the telephone almost immediately and that a broadband modem would follow in the post. When I asked about the TV aspect of my order I was told that I should never have been sold a TV package in the area where I live which is London where communications networks are very good.
Over the next few weeks I was bounced round any number of different departments and operators, many who kept promising that they would sort the mess out and would ring me back the following day. They never did.
I told Tiscali that I should like to cancel any arrangement with them. Indeed as they had offered to sell me a triple bundle package and had failed to do so that I did not believe that they had fulfilled their side of our arrangement and that their was no contract to break.
I signed up with another supplier and used the TV, telephone and broadband package as supplied by them.
This was back in December of last year and far from cancelling my account as requested repeatedly they have continued to bill me through December, January, Frbruary and now even March!
To cut a very very long story short a huge number of lengthy telephone calls to Tiscali lasting many hours later followed by written cancellation confirmation (sent recorded delivery) and even complaints made using the submittable forms on their website (which only seem to work on about one in every three attempts). I have received a reply to one of my requests informing me that my problem has been resolved, it has not. Tiscali have and continue to charge me for services that have never been supplied to me.
Somebody in the accounts department apologised for the very poor experience that I had had from Tiscali and said that I should be entitled to a full refund even for the cost of the BT engineer visit. She even issued me a "Ref number" but that was ages ago and still nothing has been returned.
I am at my witt's end with Tiscali!
Watchdog can you help me please?
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I've had broadband from Tiscali for 6 years now with no problems in all that time...
That is until an hour ago tonight where for the last my latency has shot up massively.
Someone mentionned there had just been a watchdog report about Tiscali, I hope someone didn't pull a plug out after hearing the report ;-/.
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I was a customer with tiscali but decided to change over to the sky package in 2007. I informed tiscali of this by email/telephone. When I scrutinised my online bank statements I realised they were still taking 2 payments from my account.
I cancelled on DD but they still keep taking out another ammount of 14.66 per month I asked my bank to stop this but they said because I gave Tiacali my bank details directly they are unable to stop this. I am still in dispute with this company.
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I HAVE BEEN A TISCALI BROADBAND CUSTOMER FOR A FEW YEARS WITH NO COMPLAINT,THEN IN JUNE OF LAST YEAR ITOOK OUT THE BROADBAND,T.V AND TALK PACKAGE.SINCE GOING LIVE WITH THE TV AND BROADBAND I WAS TOLD THE PHONE WOULD BE TAKEN OVER WITHIN 10 DAYS. AFTER A FEW WEAKS WITH NO PHONE I CONTACTED TISCALI ON MANY OCCASIONS AND UP TO THIS DATE I STILL CAN NOT USE MY PHONE EVEN THOUGH I HAVE BEEN PAYING FOR THE SERVICE EVERY MONTH.
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I was a Tiscali broadband customer and had no problems with the service provided. It was when I decided to change my service provider when the problems started. I switched to my new provider on 3rd October 2007 and was told by Tiscali not to cancel my direct debit as they would cancel after the payment has been taken. Not only was I shocked to see that they had charged me £14.99 for the whole of October 2007, but also invoiced me for the month of November 2007 for £14.99. I then cancelled my direct debit before the November payment could be debited from my account. I then sent a reminder for the outstanding balance of £10.00 which included a credit of £4.99 for cancelling the broadband (I don't know what this £10 was for as I had already paid more than the amount due). After writing to them on 29th December 2007 explaing that I had been charged too much for the month of October 2007 and invoiced for November 2007, I asked them to provide statements and breakdown of the periods concerned. I receved a letter from Tiscali dated 14th January 2008 stating that if a refund is due it will be by cheque and can take up to 28 days. After not hearing from them for this period, I wrote to them again on 25th March 2008 with enclosure of my previous letter. I received a reply on 14th May 2008 stating that there was a credit of £23.54 on my account on 16th January 2008 and there was still a balance left of £13.54. Now having this confirmation that I had over paid Tiscali I was hoping to receive a cheque for the overpaid amount in the post shortly (although no breakdown was provided, I just wanted the matter to be completed). This was not the case and on 26th August 2008 I wrote to them again stating they had agreed I had over paid and asked them for a breakdown and a cheque in the post, - and yet I am still waiting. It seems a lost cause and feel that I cannot pursue it anymore.
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We were with Tiscali for phone, TV and broadband. We had a catalogue of problems which were always less than simple to sort. We were without our phone for 10 days when they migrated us to the new system, and all they would say was it was the fault of our previous phone provider (i.e. them). They also once stopped all our services claiming we ad cancelled our contract. But the real problems started when they gave us a new TV box. It started crashing every so often. Then it got worse to the point that it was crashing every 18 minutes. We couldn't watch anything and it took several minutes to boot up again. Every time we called, we were fobbed off, passed around and given different reasons why this may be. Our TV was all plugged wrongly, the filter was blocked, we had the wrong internet settings (?!?!?!) and so on, but they would not agree to send an engineer. We called two or three times a week for three months and eventually left. When we cancelled, they tried to tell us we couldn't as we hadn't been with them long enough (we'd been with them over two years) and then they apologised and promised to send an engineer over the next day. By this point, it was too late.
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As anew tiscali subscriber, I hope that things generally improve as opposed to the notion of making a quick buck and treating people with contempt.
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As a service Tisaclli gave me what i required yet when it came to moving the problems started . First I asked fo the service to be transfered to the new address, but was told they could not do this and I had to cancell the account and start another at the new address 1st by getting a bt line then transfer back to them. Instead I went to virgin media and cancelled with tiscali . this was back in october 2008 . A week after the agreed termination date I rang my old number to find it was still connected, I rang tiscalli to find out what had gone wrong and was told that the cancellation had not gone through and the adviser stated that he would lodge a complaint and sort the disconnection straight away. A week later the phone was still connected so i called tiscalli again and went through it all again and again cancellation was ment to have been sorted . Guess what, 1 week later the phone was still connected but at last after a further call my termination request was successfull but we then received a bill . The bill was for 6pounds 19pence for calls during the time the line should have been cancelled.since this date we have had numerous demands for payment plus calls from automated lines to my mobile phone for payment.I rang tiscalli to ask what it was all about and eventually the telephonist stated that I was not liable for the bill. Thinking that this was the end of it I cleared it from my mind until I receivec another bill for the same amount, I rang them again to be told that the previous statment that I was not liable for the charges had been overturned. The latest letter thatI received stated that I have a substantial oustanding balance and if it was not settled they would bring in debt collectors the sum was still 6pounds and 19pence. To stop this aggro I have cleared the bill yet feel angery because if the line had been terminated in the first place no bill or trauma would have accured . hope my substancial balance has stoped tiscalli going bust
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I have had Tiscali Broadband and Smart Talk (phone package) since September 2005 with little or no problems until 4 days ago when I discovered I could not make outgoing calls on my phone.I was getting a recording telling me to contact my service provider. I called Tiscali customer care and was told that the problem would be fixed in 24 hours (which seemed a long time for a phone fault), however I accepted this and checked again the next day with no success, I called tiscali again and got the same response as the day before (it would be fixed in the next 24 hours). I have also posted a complaint on the Tiscali website on the 30/3/09 and not even had the courtesy of a reply. I am now into my fourth day and still unable to make outgoing calls,I think this level of service is totally unacceptable especially when they give you no explanation as to why it is taking so long to fix.
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I really felt for Kevin Lewis, his story was exactly like mine, Broadband cut off without warning, Tiscali insisted I had asked them to disconnect me. 4 weeks for them to actually clear the line so I could get another ISP. Hope Kevin will not be too dissapointed but I was also promised compensation, July of last year, and am still waiting, the oversease operators employed by Tiscali really aren't in a position to assist, and after £22 of phone calls I reverted to email and eventually got rid of Tiscali, obviously lost my promised compensation but at least I have had a couple of last reminder letters about the service I do not have. Get out whilst you can!!
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I'm with Pipex who are part of the Tiscali group. They tried to overcharge me so I cancelled my direct debit and sent them a cheque for what I actually owed. Without warning, they cut off my outgoing calls. My balance is now clear and a new direct debit in place but still I can't make any outgoing calls. They told me it would take between 3 & 48 hours to give me the facility back; it's been nearly 4 days & I have sent numerous e-mails. Customer services are blaming credit control but noone is speaking to eachother there to resolve it. It's driving me crazy!
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Pipex which belongs to Tiscali refused to repair a phone/broadband fault at their end and left me without service for 3.5 weeks. I was abroad at the time and Pipex would not accept the report of the fault from my son nor the email I posted to them. It was vital that I could maintain this link for work purposes and to keep in daily touch with my family at home.
Not only did I come home a week early but had to top up all our mobile phones and stand the high charges of calls from abroad.
Pipex therefore broke the contract so I stopped my direct debit after many fruitless attempts to contact them.
They are now pursuing me for breach of contract and have threatened me with credit reference black marks. I have received three letters and several intimidating phone calls from a credit collection company and have been threatened with action by bailiffs. This has not been through a court case and I believe that no debt is owed.
I am still waiting for Pipex to liaise with me. Meanwhile I have reported all this to Otelo.
I should be pleased if you can do anything to help me resolve this problem as it is causing me a lot of stress.
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I have had nothing but trouble with Tiscali since I agreed to take out thir phone service with my broadband. My broadband went down for well over a month - they paid compensation of £50 then threatened me with disconnection because they said I owed them £50 on my account! They pursued me vigorously for this amount - eventually I gave up and paid. I made it quite clear that I required caller ID - months ago that disappeared - they have now promised re-instatement by end of April, having previously insisted that it was the fault of the handset. When they coldcalled me to take out the phone service, they told me I could keep my existing number - therefore I foresaw no problems if I wanted to change to another provider in the future. However, I have now been advised by other providers that if I transfer, I will lose my number. At no time did Tiscali mention this to me. As I need to keep my existing number, cancellation is not an option.
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I am a Tiscali BB customer for several years. I had only one problem which, after a bit of time was traced to a faulty master socket which was replaced by BT. So as a personal customer I am quite happy.
However I would NEVER transfer my phone contract over to them. Anybody who does so may save money but at the expense of reliability. Anybody why requires their line for business purposes saves at the wrong end.
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"I was a customer of Tiscali at my old flat which I left in January 2009. Tiscali were given sufficient notice that I was cancelling my account. I was very surprised this week (24/03/09) to recieve a bill from Tiscali for calls and charges made since I moved out of my old flat. It turns out the new tenant has been able to use my CANCELLED phone line to make calls. Since talking to a very unhelpful Tiscali customer services, they informed me that 'Yes, there is a cancellation on my account but this hasnt been done'. When I asked why this hadnt happened, the line went quiet. They then asked my to send copies of my utility bills to prove I moved out the flat when i said I did. I have since told them that, I will forward a letter from my old letting agents as proof that I do not live there anymore. As for the bill, I have drawn quite a few blanks.
I will never be a Tiscali customer again."
I have had the exact same thing as this Tiscali customer, i canceled my contract with them in November (i was out of contract) they came a took all the equipment, and i then proceeded to cancel by BT phone line. i received a letter from them saying i owed them £26 in January so i phoned them up and was assured that it was in deed canceled and would have to go to there financial department to have the £26 removed, they put case number through and i thought that was the end of that. then i received a red letter from a debt collector company in march saying i owed them £96 :-0. I phoned them, the same department said i did phone to cancel but it never went through because of a computer error, so they did it again. I phoned the financial department to check on the case no, they said they had investigated and that i do indeed owe them the money as i never canceled my subscription with them :-0!!!. So i explained to them, even though you came and took the equipment out and i then proceeded to cancel my BT land line i still owe you money, they said yes and if i don't the matter will be taken further with the debt collectors, Ha. Let them come i say. Tiscali could not talk to there other departments i already asked they simply wont, so how did they investigate my case i say! They obviously never, i'm fuming and cant wait to go to court
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I cancelled my broadband with Tiscali in August last year. Since then they have been billing me for phone calls. When i spoke to BT they confirmed that my calls are with them and they never received any contact from Tiscali. If this is the case then how can i be receiving the same service from 2 providers? They have also failed to cancel this on several occasions and although i have cancelled my direct debit i am still receiving bills which is quite disturbing. I would really appreciate some advice on this if anyone has any as i do not want to get a bad credit rating for something i have cancelled.
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I moved house 3 years ago and all the bills up until the very last one (feb 09) have had a mixture of the old address and the new address. I've told them almost 10 times now over the phone. It only really became an issue when I tried to upgrade from the 2Mb BB to 8Mb BB+Phone. I've been trying to get the upgrade since 25/04/2008! If it went through as it should I would have been £110 better off.
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We wre with Tiscali for years with no problems then out of the blue we recieved a letter to notify us of our request to cancel OUR BRAOADBAND EXCEPT WE NEVER REQUESTED THE CANCELLATION!!!!! URGGGGG!! I got no-where fast except a trip around the world via my phone me paying for the privledge!!! To cut a long story short after speaking to tens of people from all around the world with no-one taking responsibility or even an interest i rang head office and asked for compliants department tel no- 012070872000. A wonderful very pro-active man sorted it out called [personal details removed], a man of his word. We got there in the end but still changed as the trust was gone and they broke the contract.We did recieve compensation for all the phonecalls. Dont give up!!
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The week after my father-in-law died, I phoned Tiscali to cancel the broadband account, as my mother-in-law no longer wanted it. We explained that dad had passed away, got a reference number, and were given assurances that the account was cancelled.
Yet, my mom continued to get bills. I phoned once more, and was told that since I was not the registered person, that I could not raise a complaint.
I told them that dad had passed away and gave them the reference number I was given, all to no avail.
I was then told that we needed to send them a copy of the deaths’ certificate !
In the end, my mom just paid the amount they wanted to get rid of them.
I was simply dumbfounded by their callousness and total lack of customer service
As a result, I cancelled my own Tiscali account
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I went to Tiscali for broadband. Despite several expensive phonecalls to them the service was never provided so I phoned them and told them not to bother. As a precaution I phoned my bank and advised them to make any payments to Tiscali. I have now found out that Tiscali have taken £30.00 out of my account. The bank have now retreived this amount. Last week Tiscali rang me to say unless I pay this amount to them they will take further action. WHY SHOULD I PAY FOR A SERVICE I NEVER RECEIVED
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I signed up with Tiscali Phone and broadband in 2007, the Broadband went live 7 weeks after the date I was given, think that's bad? Its not even starters! I have had problems with my phone line ever since, caller ID doesn't work properly neither does call waiting work and I wont get started with the internet troubles, when I called Tiscali for support I was greeted by a call centre in India which even on a good day you would avoid at all costs, there is just no way to get them to understand what you are talking about. After I told them my problem, then came the abuse, get ready for this, this is an abuse I have never heard of before, they would call me 3 times a day "Hello I am calling from Tiscali Support, is your phone line working today?" I would reply "no its not working" after 2-3 month of these calls I realized this is a life sentence and they are not going to sort it but their system is just going to pop-up a reminder to call me until I close the case, I surrendered, on the next call I told them "yes the problem has been resolved" just to get them off my back! If you think "what a mug" I should change providers! well guess what, its not as simple, because Tiscali completely take over your phone line, when you shop around providers tell you sorry "its not a BT line we cant give you broadband" now to get back a BT phone line you need to sign up a contract with BT with a minimum term of 12 month, that's not all, since its a complete line takeover the broadband gets cancelled and only after the new line is active can I order broadband from the new provider, this means in the 21st century I will be without broadband for a minimum of 10 days! Now I don't want a 12 month contract with BT either!, so? Tiscali has got me trapped for the last 2 years, but no more, today (before I watched this episode!) I called BT asked them to take over the line, I had to sign up to a 12 month contract, as soon as its live I will have to pay a £70 fee to get out of the contract and join my preferred provider! The system is in shambles! Ofcom is not doing a good job, to be trapped with a provider without a simple way out is not on! Frankly Tiscali’s financial trouble, da? What trouble? How come you are still around? We’ve had enough of you; now off you go to the history books.
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I have had a contract with Tiscali since June 2008. Since this time i have been disconnected nearly everyday, sometimes two or three times a day. Ive been in touch with them via email etc and got the usual suggestions as to how to fix the problems, at first i fell for it and even changed all my leads thinking it might be my fault. Obviously this wasnt the case.
Now and then they gave me a small discount on my subscription, but all i want is what im paying for, which is an always on broadband connection. There seems little hope of this happening. Now they dont bother getting back to me about my problem. They really are a complete waste of time
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This tale of woe does not only extend to Tiscali only customers. I am with Pipex Uk and have been for around 6 years for a telephone service. I understand this Company is part of Tiscali. Until October 2008 last year my phone service was good and the couple of occasions I contacted Customer Care it was resolved very quickly. Last October Pipex rang me as a valued customer to offer a Broadband & phone package at a better price than just my phone.
I took up this offer and everything arrived, plugged in ready to go. You did have to ring Customer Service first to find out your password which was supposed to be in the information supplied at their 08 number cost but once this was done, everything was fine until the bills arrived. The price charged was incorrect. After phoning to try to resolve the matter, was messed about being passed from one department to another, some credits did occur eventually. Giving up on the phone, I wrote and emailed. Apology letter followed stating this would be sorted out. Next thing that arrived was a letter stating we had cancelled the package which we had not. Further phone calls to 08... numbers to advise this was incorrect. Assurances that an urgent action to the relevant department would be noted and all would be fine. 3 weeks later the broadband was cut off, still had phone but no broadband.
Many calls later and after 3 weeks the broadband was resestablished but not using my old details, new details had been set up, even though had checked that current details would still be applicable. Another call to 08... number and delays while checks made, different people. Some of the people on the other end, genuinely tried to help, others themselves sounded exasperated even cutting off a call.
It felt to me that there is a policy if people complain, then cut them off! This is a little long, just wanted Watchdog to know not just Tiscali but other companies like Pipex which are part of the Tiscali organisation which had operated well previously are also underperforming on customer care. I do not think this is finished yet as I am awaiting my next bill, I have been promised they will look at charges and compensation for calls made in respect of this but to date have not heard anthing further. Although now back on to broadband the service is not working as effectively, service not there, odd messages appearing and when phoning Customer Care being told systems down cannot deal with you at present phone back in an hour.
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I am a Tiscali customer and agree that Tiscali are poor when it comes to after sales service and due to this I have researched a non geographical number for Tiscali customer service and this is ..01204770498.. Why pay them for poor service.
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I have been a Tiscali customer since September 2008, but from that time until December we didn't have the full broadband bandwidth that we could have been getting. We understood that although it said we could get up to 8mb that it wasw very unlikely that we'd ever get that due to sharing bandwidth, we were only getting 117kb which is nowhere near what we should have been getting. I emailed the customer support after doing everything it said on their help page, but just received an email back saying to refer to that, and that I possibly live far away from the BT excange ... I live less than half a mile away from it! If I walk to end of my street I can see it! I emailed again saying the same thing as I did before, and received an email back asking for speed tests at certain times - which I did and sent them back the results. They also asked me some very obvious questions like 'is the modem connected through the broadband filter?' but I pointed out that I have a degree in Information Systems which included networking so how stupid did they think I was and to stop trying to fob me off! They then called me to discuss it and I had a very helpful gentleman who went through some other steps I could take and directed me to a non-Tiscali bandwidth testing site which gave the same results. He said he would contact BT who had apparently restricted the line for some reason, and then it was sorted.
Since then I have had no problems whatsoever with them and everything has been fine - I say praying that nothing does go wrong!!
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I am in the same position as Revd Kevin Lewis seen on watchdog on the 30th March. I could not believe it when watching the show I had only that morning wrote to Tiscali Head Office and Watchdog asking for help. Tiscali is also cutting off my line and my broadband services. They said I requested it. I certainly did not. I am over 70 years old and found myself in a desperate position of trying to communicate with staff who did not want to know. I had no use of land line and had to keep topping up credit on my mobile so as to maintain contact. I was finally told my line and my broadband service would go. I would lose my phone number which I had had for 21 years. Furthermore I was told to go to BT and arrange a new line. No one helped me at all. The stress was dreadful. Tiscali have involved me in expenses that I could do without not to mention nearly putting me in an early grave. Someone must be able to help us - you can communicate from the moon to earth why cant Tiscali investigate why loyal customers are being cut off by some malfunction in their system. They must surely be made to pay compensation for what they have done. Three months ago I bought a router from them at the cost of £30 this will now be obsolete. BT have promised a line would be given to me within 11 working days - then must find a new service provider and go about notifying all and sundry of new telephone number, email address etc.
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I used to be a tiscali customer some 12months ago,Thankfully only signed up to broadband,The service levels where dire then,slow speeds,throttled,over contended,subscribed and of very low quality,no use for online gaming,downloading,cs/ts useless you can get more out of a brickwall,and it would not cost you lots of pounds trying to get problems that are not your fault ,resolved,my advice if you are having problems cancel.
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I signed up for Tiscali 2 weeks ago and was concerned when I heard about all of the above and, indeed very interested. I too have been told that there are difficulties with my exchange and that my package has been canceled and that someone is looking into it.
I am now regretting singing up for Tiscali.
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I was very interested in your report on Monday night about Tiscali. I have always felt I got good service from them in the past. I have had few problems with them until 10 days ago when all of a sudden I could not make any out going calls. This is perhaps small potato's compared to those featured in your programme. From the moment I reported the fault it would seem that it has done the rounds of their various departments. My latest e-mail from them tells me that I cancelled my package with them as from this last Saturday. This I did not do. Tiscali tell me ever so politely to contact BT but as my line is with Tiscali BT tell me they can do nothing. The questions I now have is where do I go from here? Also as I am paying for a Talk anytime package is this Tiscali's way of trying to recoup some money by disallowing me to mke any calls but charging me for them in any case?
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ive have never had so many problems as what im havivg with tiscali and i would never recomend anyone to them ive had on going problems with them since 17th july 08 when i changed to bt for my parents because it is a better deal,to this day were still getting bills sent from them one was for over £200. After nearly 15 calls to them questioning that it was cancelled and them comfiming that theres still bills being sent as well as red letters my parents have even paid the over £200 bill to keep them off their backs but why should they have to keep putting up with this my mums over 60yrs old and dunno if shes coming or going. This needs to be resolved now its gone on to long ive even wrote a letter to the onbusman but no reply since i sent it in september 08. I told i was gonna take it to my solictors all i got was theres no need for that. someone please help ive tried everything
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don't get me started on the Tiscali fiasco. It is nice to see that some people have had a different experience. I have had nothing but trouble since they took over the contract I had with Homechoice last Spring. With Homechoice I had a wonderful service for 3 years since Tiscali have taken over it has been distastrous. I was without any internet for 3 months, I have been without any landline for periods of time, the TV always freezes, the interent service is intermittent (I live in Central London hardly the Outer Hebrides), i now have a crackle on my landline so loud I can't hear callers. THey also failed to trnasfer my line over from BT so I had threatening non-payment letters and now Tiscali will not reimburse me. I ran up a £40 mobile bill trying to get through on their customer 'care' line. They are mostly, especially since moving their call centre to India, intransigent and rude. I have told them over ten times they have my address wrong yet they fail to amend their records...I could go on... I have no idea what to do as I feel utterly powerless as they hold all the power... Except leave and will they then STILL keep billing...quite probably I would imagine... Sorry for the whine...
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I have been a tiscali customer for several years, from dial-up, to broadband and then broadband/phone package. I have been having ongoing problems with broadband speeds, the technical support has been next to useless, I am being asked the same questions week in week out and my service is still not working properly. One minute it is a problem at my end now its a problem with their network but still no resolution. Though I have always been happy with their service I have now decided to move elsewhere.
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I was using Tiscali and upgraded to include phone calls etc,.They at once collected increase fee,took no action and for a year took the extra money,never payed the phone or bt line and blocked every effort to face the problem.I am stll trying. I have paid all the phone/bt bills as well as them taking the extra money every month.How do I get my moneyback?
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I cancelled my Pipex(Tiscali) account in November last year after months of problems with connections/line speed.
I was amazed to later find out that Pipex had reinstated my direct debit without my consent and had continued to take money out of my bank account.
I have made numerous phone calls and e-mails to their customer service department, and have been promised that a refund will be sent to me several times but 4 months later I am still waiting for my refund.
What is worse is that I am now receiving letters claiming that I owe Pipex money!
Despite acknowledging on several occasions that this matter is their fault, they now claim that I am under contract with them and will be charged a cancellation fee. This is simply not true.
It would appear that no-one at Pipex(Tiscali) has a clue about customer service. Each time I call them I have to go through the entire story again on a phone line which is costing me 10p per minute. I have asked on numerous occasions to talk to a manger but I have always been told that no manager was available to speak to me. They are just impossible to deal with.
You have been warned!
I do hope that Watchdog can sort this mess out.
(Pipex is owned by Tiscali)
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Have Been a customer of Tiscali as family wanted broadband and it was cheap. Oreder went fine took 18 days to recieve the router but thought hmm ok lets still see. Speed through the day is an ok 4MB consistent until 5pm, then it seems the network falls apart.
after 5pm you are lucky to recieve a 900kb connection from them. I am currently downloading a patch for my laptop from microsoft at a great speed of 16.25KB... Apart from that i am an avid gamer but since having tiscali i can game until my ping (latency) goes from around 45-50 to over 400 to some uk servers. i had a lower ping with my 33.6 us robotics modem
Numerous phone calls and never hitting a uk call centre has left me very much an unhappy customer. You tell them issues and they read from a script, you tell them how to fix it and they still read from a script. They have no idea how to deal with your issue so they cut you off.
I dont have much options for broadband where i stay but as soon as i can Tiscali will be getting removed. I seriously hope they figure out what they are doing either that sell up shop. Do the right thing by your customers.
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We had dial-up with Tiscali and tried to change to Broadband. It was a run around being told to ring one expensive number after another and getting nowhere. in the end we went to another provider who did it without a problem!
Tiscali then would not stop direct debit so i cancelled it. We overpaid but attempts to get a refund have proved fruitless as they simply ignore e-mails or if you ring just pass you on in a merry-go-round.
I will never use or recommend to anyone else.
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I was a Tiscali customer for 2 years - phone, broadband and TV. Like many others I had nothing but trouble with their service. Their customer service is diabolical - different dept for each service, no-one would help. I eventually cancelled my DD so they could not take any more payments, now they keep sending reminders for outstanding money. I refuse to pay for services I did not receive.
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When I became a new tiscli customer moving from pipex I lost my broadband.
I called tiscali 27 times over nealy 6 weeks,trying to find out when the problem would be sorted out.
I moved providers and had broadband the day I started with new provider.
Tiscali are now trying to charge me over £200 for a service they never supplied.
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We've had years of grief with Tiscali. We've moved house twice in the last few years and they've had a massive problem with the simplest task of changing our address and retaining it on their system. A friend of mine has just joined with these jokers and has had absolutely no problem. I warned her that the issues will start when she decides to move house. We'd been in our new residence for a year when we noticed that i was still being billed at our old address even after i called them to inform them of the change having complete faith that it wouldn't be a problem. And that was only because we wanted to upgrade our package. For some reason their database doesn't seem to hold onto any information and after 3 months and ALOT of tears of frustration with these monkeys did we recieve what we were after. We've since moved house again and its been 3 months and we're still waiting for out complete package to be sorted out. My husband refuses to call them now as we'll be charged premium rate for the calls and knowing that its all hollow promises anyway. The only reason we don't cancel our broadband is because we can't afford to wait another 2 weeks to be connected again by another company seeing as we work from home. It seems strange that you can get an insurance claim sorted out in less time. You get what you pay for i suppose.
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hi i am new to this but my gran had got the phone + broadband from tiscali last year and starting from feb we had alot of problems with the internet speed since we had 3 computers one was connected to the moderm it self and the other 2 where on wireless.
I had done a speed test that u can find on tiscali's own website it is hidden somewhere in the small text part i think and i had found out i was getting less then 1.5mb.
When my gran was paying for 4-5mb when she phoned them up and stated the problem she pasted the phone to me coz she didn't know what to say and i was telling them the problem and then told them the speed i was getting from where i took it from and gave them the ref no. that comes with the internet speed when u take it from there site after i told her all this she then asked me what internet sercurity i had in my pc so i told her what internet sercurity package i had and then i got told to deactivate it and uninstall my whole entire internet sercurity and i quote she said "if u deactivate your internet sercurity and uninstall it would of sorted the problem out" and then hung up the phone after she said that.
i was not happy at all that i was giving that information to take out something important to protect my pc from any virus's to be taking out to fix a problem.
They have very poor customer service.
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I had a contract with Tiscali from Sept 07-Aug 08 and had problems throughout my time with the company. After moving from that address in July last year, I have been inundated with problems trying to close the account. I have been assured by Tiscali that the account has now been close (as of March 2009!), but have been receiving debt collection letters for months now, saying that I owe a debt to Tiscali - which I do not. I am being threatened with legal action. I am extremely disappointed in the service Tiscali have provided as they are unable to explain how this debt collection company have my details. I will never use their service again.
This video was extremely helpful in highlighting problems other customers have had with tiscali.
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Last year following a phone call from Tiscali and being an existing broadband customer, I signed up for their phone service. Due to Tiscali's failure to meet the tariff promised I decided to return to my previous phone provider. In December I recieved a letter of confirmation and a change over date from Tiscali so I followed this up with a call to customer services who gave me a reference number for this cancellation. In March I realised that my bill was still too high so contacted Tiscali on their premium rate number for customer services. I was told that there had been a mistake and that I was due a refund for £24.75. I was put through to another department to arrange this. I then asked for a MAC code, as I just wanted to get away from this company, and was put through to another department. At the end of this thirty minute call which cost in excess of £5.00, I felt that all would be resolved and I had another reference number to prove that the conversation had taken place. On April 8th I had a message to contact Tiscali urgently, when I called I was told that I had failed to make my last payment and was owing them £22.45. I explained that the payment was by direct debit and I had done nothing to prevent payment but also pointed out that I was expecting a refund. The payment owing to Tiscali was still including the line rental and when I explained this I was told that my line rental was not cancelled despite my calls, reference numbers and written confirmation from Tiscali four months previously. I asked to speak to a manager or supervisor but was refused, the operator saying that they would not be able to help me. I realised that this was going to get me nowhere and the cost of the call was mounting so I said I would contact my credit card company to investigate the issue. I now fear that I could end up with a poor credit history even though Tiscali owe me more than I owe them.
If I ever get out of this I will never use Tiscali again.
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I have had an account with Tiscali at my current address since 2005, and have to say that their service has been shockingly bad. Every excuse in the box for what the root cause is of service related issues. Most staff that have no idea what they are supporting, and conversely others that do, seem arrogant and unwilling to help. I have spent so many wasted hours calling their customer service numbers (premium rate, with long repeating messages), been passed between many different agencies and even fell through the gap for 12 months when Homechoice was taken over by Tiscali. I threatened to leave the service a few times due to failure to meet my requirements to be available for work remotely, in each case nothing was done to resolve my issues. It doesn't suprise me at all that Tiscali are failing. Their staff are clearly not happy working for the company, and to be frank, if I had to hear complaints from so many people, I would probably find it challenging to be happy. Their recent excuse for service failures seem to be the nation BT failure they announce on their phone line. However it is difficult to say how many weeks the announcement has been listed, as they indicate no date, and the voice message has not changed in over two weeks.
I am leaving Tiscali for Sky, who have assured me that they can take over my service, even though Tiscali have suggested they will not be able to release my phone line to Sky. Who knows why...
They are terrible, I wouldn't advise anyone to join them.
Happy surfing.
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I have been happy as a Tiscali Broadband for a number of years and then I decided to move my phone service to Tiscali. This took effect on the 6th April. Today, I received my bill from Tiscali showing a whole bunch of calls prior to my transfer. I telephoned their customer services and arrived in the Phillipines! They stated it was impossible for me to have received a bill for calls I did not make and their compuer was not wrong. I requested the call to be escalated, which it was only to be told the same thing and I must have made the calls prior to the transfer. (work that one out). I confirmed that I have my BT bill right up until 6th April confirming that I was on other calls with BT at the exact time and date they claim I was phoning other people including Toronto and Portugal! The Manager would not give me their name only an employee number, despite them knowing everything about me!! They now expect me to prove I am right and they are wrong but posting my BT bill to them. Oh what Joy! If there is a decent phone service out there with full UK call centres can someone please tell me who they are. I look forward to their standard customer service in their reply.
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I too have been a customer of Tiscali for six years for both phone and broadband. I remember that there was a problem 4 or 5 years ago that they were slow to fix but when the phone went down recently (BT Openreach caused this) Tiscali arranged for a quick repair and sent me regular email updates.
So I have no complaints - in fact given that we do not pay BT Line rental I challenge you to suggest a better deal.
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I too have had to cancel my account with Tiscali because i moved house. It is now one year on and although they've promised to refund the line rental, they still can't cancel the account. They don't know how to! Phoning the customer services is so frustrating, i've taken to writing but that doesn't help either. I'm completly frustrated.
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I've been a happy tiscali customer for over 7 years now. I've only had two problems - the first was when we joined, and BT managed to cut off our phone line for 10 days, which we put down to sour grapes!
When my retired parents got a computer, we signed them up with tiscali too, and they had the same 10 day cut off!
Otherwise, we've been problem free with the connection, although it does take them over a month to change credit card details (even when changed online), resulting in the odd red letter which then managed to resolve itself.
I do hope they stay afloat!
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I purchased Tiscali broadband in February 2008, what a big mistake that was. I spent most of my time having to rebbot the childrens laptops or reset the router as it was constantly failing. I spent over £ 50 in calls to Tiscali and was constantly fobbed off with promises of a replacement router - I had one which was exactly the same as the faulty one! I cancelled my contract on the 'phone, by letter and by email in January 2009. The company rang and asked why and I explained that I could not trust them and that they constantly lied to me regarding the router and that email broadband faults often went weeks without a reply. I have since received a bill for February and March 2009 and they replied to my query (why do I owe when I have cancelled) with sending me to a debt agncy who are now taking me to court!
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It is a shame people only seem to comment when there is a complaint! However, I DO have a complaint about Tiscali and their Sales/Customer Relations department (or lack of!)
I took out the package of TV Broadband and Phone (which I have never had any problems with) although as part of the siging up deal they claimed they would terminate my BT and SKY contracts - They didn't! BT was cancelled straight away and so too (i thought)SKY. I fell ill a few months into my new Tiscali contract and thoughts of anything other than getting better were on my mind. After realising what had happened I tried to contact Tiscali on telephone and being passed from one advisor to another who couldn't understand what I was trying to tell them, I gave up and started emailling (I also thought was a better idea as I had a record of what had been said.)A helpful person told me I had to contact SKY to cancel and ask for my money back, SKY would do this if I showed the start date with Tiscali.
After being shocked that, as part of THEIR deal they hadn't done it AND were now making me do it! I contacted SKY only to be told that they wouldn't refund me but I would be able to cancel SKY online which I am in the process of doing. I understand it is partly my fault as I should check my bank balance every month but Tiscali are NOT bothered about the fact they have not done what was promised and have only offered £5 off my next bill to say they are sorry! After paying SKY for months £5 is a pointless offering!
If anyone has any pointers of what to do or who to speak to I would be eternally greatful.
Thanks for reading my moans. K
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I am 10 months into my contract with Tiscali for Talk Anytime and Broadband package. All was well until 4th April when I lost broadband connection. After discovering others were affected in the area and it wasn't a fault on my end I rang the "Customer Care Line"......and I rang and I listened to the monotonous messages of Essex, Tunnel Collapse at Olympic Site and Waiting for BT engineers....and I rang and I listened....and I rang.... What's this to do with Somerset I thought? After pressing this button and that and going around in circles, their service seemed to be having a nervous breakdown, the only person I could ever get through to was the person on the end of the "request a MAC code". Three times they refused to give a code threatening that I was still under contract and they would put me through to a technician, I got the music and then silence. I never did get through and I finally got a MAC to set up an account with BT.
Switch over day was the 22nd and yesterday morning I went straight in to my Tiscali webmail to find 15 pages of mail to trawl through but alas after lunch I found my user name and password were blocked for access to email but I could still get to view "My Account". Is Tiscali being taken to task about this deplorable behaviour? My phone account changes on the 30th and I can't wait to be rid of them. This may not be the end of my moan if I can't get my hands on the impounded emails! Is there any way to get them to Windows Mail?
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Another phonecall, another disappointment. I am just in the process of isusing a County Court summons to Tiscali as this seems to be the only option left and perhaps they may well respond to the Court, or perhaps not, which will then lead to a judgement in their absence. Either way, they are not to going to get away with their incorrect charges, blatant disregard for customer services and the utter contempt they treat the British public with. They deserve to go bankrupt as they have done NOTHING to resolve the problems that they have with their inaccurate billing process. I would urge the banks to call in their loans and close them down. (ideally after they have paid for my court summons)
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I reported a fault with my Tiscali provided Telephone line on the 16th April 2009. After 4 calls to technical support, 4 promised non-calls back from technical, and countless emails - Tiscali had the cheek to inform me that my broadband was not working because my phone line was 'not in service'. They told me I would have to contact BT to have the line reconnected!!
I finally got them to acknowledge that it was a Tiscali provided service, and they needed to contact BT.
So here I am. 1st May 2009. Phone still does not work and I have decided to cancel my account.
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I myself have been with Tiscali after they brought out Homechoice (What a massive mistake) Since this time I had nothing but many many problems. It started last year when the migration took over 2 months due to the web page keep crashing. Once I was up and running they turned me off 3 times passing the blame to BT when infact they did not migrate me over properly, even sending me bills for homechoice when it went down months earlier.
This year I received to different bills both for my address n my name. I called Tiscali on two occasion and sent an e-mail to find out what the problems where. I was told by phone and e-mail not to worry as my account was all up to date. I have tried to use my house phone however I cannot call out. I called tiscail to find what the problem was I have been advised that two accounts have been set at under my flat one for broad band and TV the other for my phone. When I called Tiscali I was speaking to customer rep in the Philapins?????
I am at my whits end (What do I do) complaint first but I not going to hold my breath for a good custonmer care response.
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