Go Back   The Scream! > ISP FORUMS > Tiscali

Reply
 
Thread Tools Display Modes
  #1  
Old 09-March-2004, 10:34
walkeg8
Guest
 
Posts: n/a
Default The only thing that might help...

Hi - There's absolutely no point ringing the 50p a minute helpline in India. Email replies (when you can get them) fob you off with requests for speed tests, config changes, etc, which won't work.

The problem is with Tiscali, not their customers. Tiscali are not prepared to admit this and seem deaf to the complaints of hunfreds of dissatisfied users.

I suggest everyone who has a Tiscali horror story writes to all of the contacts below. Perhaps we can shame this bunch of crooks into fixing their appalling service.

Ofcom (you'll need to tell them Tiscali doesn't give details of their ADR procedure) :
http://www.ofcom.org.uk/contact_ofcom/tel_issues/

BBC Watchdog:
http://www.bbc.co.uk/watchdog/

ISPA:
http://www.ispa.org.uk/

Trading standards:
http://www.tradingstandards.gov.uk/

BBC Working Lunch (did an expose on Tiscali in 2002)
http://news.bbc.co.uk/1/programmes/w...ch/default.stm

.net magazine:
http://www.netmag.co.uk/

How to complain:
http://www.howtocomplain.com/

You and Yours:
http://www.bbc.co.uk/radio4/youandyo..._contact.shtml

Your MP:
http://politics.guardian.co.uk/

Which?:
http://www.which.net/corporate/contact.html

Anticap:
http://www.anticap.co.uk/contacts.php

ISP review:
complaints@ispreview.co.uk

The Scream forum:
http://www.the-scream.co.uk/forums/index.php?s=
Reply With Quote
  #2  
Old 09-March-2004, 10:45
silver's Avatar
silver silver is offline
 
Join Date: Apr 2001
Location: Bournemouth, UK
Posts: 12,177
Default

thanks!

I have made an updated thread which outlines one course of action that has proved useful, >>Tiscali Problems Resolved

Sil

Last edited by silver; 19-October-2009 at 17:08.
Reply With Quote
  #3  
Old 12-March-2004, 00:28
silversurfer
Guest
 
Posts: n/a
Angry


I agree. I've wasted hours trying to find what the real problem was. Tiscali knew all along but were obviously quite happy to waste my time, money, and patience.

They do not give a damn about us, the paying customer!!

I will copy my letter of complaint to Tiscali, to all of the mentioned contacts. including any local and national newspapers.
They do not deserve customers.
Reply With Quote
  #4  
Old 14-February-2011, 19:25
moby10
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

My current bank statement shows that they took an extra £20.00 by DD from my bank account.
I wasted time and money phoning them. They say their system shows no record of this and want me to provide my bank statement to prove this.

Provide them with all my confidential banking details? No way!!!
Reply With Quote
  #5  
Old 15-February-2011, 00:10
tommy t's Avatar
tommy t tommy t is offline
Screamager
 
Join Date: Feb 2008
Posts: 729
Default Re: Tiscali Broadband - Where to complain

My current bank statement shows that they took an extra £20.00 by DD from my bank account.
I wasted time and money phoning them. They say their system shows no record of this and want me to provide my bank statement to prove this.

Provide them with all my confidential banking details? No way!!!
Originally Posted by moby10 View Post
sounds like they already know the most important info, your account number and sort code, As tiscali are no longer are trading, & talk talk are now the organ grinder, it is they who you need to take this up with, if you still get no joy then complain to their ombudsman ADR Otelo.org.uk
__________________

Reply With Quote
  #6  
Old 15-February-2011, 19:40
moby10
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Hi Tommy, Thanks mate.

I get a Talktalk bill. My bank DD payments show Talktalk.
I telephoned the Talktalk helpline number and was told that I was not a Talktalk customer and they have no record of me!
Reply With Quote
  #7  
Old 15-February-2011, 23:21
tommy t's Avatar
tommy t tommy t is offline
Screamager
 
Join Date: Feb 2008
Posts: 729
Default Re: Tiscali Broadband - Where to complain

Sounds about right for talk talk, may as well save your time and contact otelo, see what they suggest doing, at least you will get more sense from them,
So you have a talk talk customer number, they have your bank details but you are as far they are concerned one of their customers,???? i always knew that their customer service was poor,but.................
__________________

Reply With Quote
  #8  
Old 15-March-2004, 01:23
Leonardo
Guest
 
Posts: n/a
Default

I cannot emphasise enough the dismal, appalling service given by this lamentable organisation, who recently, and proudly announced a record number of new subscribers to their broadband service.

What their new customers don't know yet but soon will is the utter contempt with which they are treated once they have signed up and committed themselves to a yearly contract.

In 40 years of dealing with companies, some dodgy, some reasonable, Tiscali is my number one for total disregard for its customers.

In fact their service is fraudulent. They quite happily continue to advertise rapid connection rates but the reality is dreadfully slow, in fact at peak times and other times too, their broadband connection is SLOWER than dial up, and is often three times slower.

Just so you can check I am not fibbing, simply go to the Tiscali "support" forums and see hundreds of complaints and not one verifiable satisfied customer.

By the way if you are not already a "member" of Tiscali you cannot see these complaints. But you can always take a temporary dial up account just to access these forums.

I appeal to fellow frustrated customers to do all they can to dissuade others from subscribing to this disgrace of an ISP.

Be warned, once you sign they will not let you escape no matter how bad the service. Any e-mails are ignored. Telephone calls are fobbed off.

If anyone knows Mary Turner's (managing director) e-mail address please post it publicly so we can all complain to her directly.

Thanks,

Leonardo
Reply With Quote
  #9  
Old 15-August-2006, 16:19
paulcynic
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

I cannot emphasise enough the dismal, appalling service given by this lamentable organisation, who recently, and proudly announced a record number of new subscribers to their broadband service.

What their new customers don't know yet but soon will is the utter contempt with which they are treated once they have signed up and committed themselves to a yearly contract.

In 40 years of dealing with companies, some dodgy, some reasonable, Tiscali is my number one for total disregard for its customers.

In fact their service is fraudulent. They quite happily continue to advertise rapid connection rates but the reality is dreadfully slow, in fact at peak times and other times too, their broadband connection is SLOWER than dial up, and is often three times slower.

Just so you can check I am not fibbing, simply go to the Tiscali "support" forums and see hundreds of complaints and not one verifiable satisfied customer.

By the way if you are not already a "member" of Tiscali you cannot see these complaints. But you can always take a temporary dial up account just to access these forums.

I appeal to fellow frustrated customers to do all they can to dissuade others from subscribing to this disgrace of an ISP.

Be warned, once you sign they will not let you escape no matter how bad the service. Any e-mails are ignored. Telephone calls are fobbed off.

If anyone knows Mary Turner's (managing director) e-mail address please post it publicly so we can all complain to her directly.

Thanks,

Leonardo
Originally Posted by Leonardo View Post
I totally agree with all your sentiments as I am also have been duped into their broadband rackateering schemes where their over subscriptions clearly outstrips their capacity to serve their customers.
What we must clearly have is a means of communicating our circumstances in no uncertain terms to the MD and PR individuals Mary Turner and Jody Haskdyne respectively.
IF ANYONE HAS ANY ADDRESS OR E-MAIL CONTACT OR FAX NUMBER LET US KNOW OTHERWISE THEY WILL CARRY ON WITH THIS APPAULING PRACTISE. Paul/cynic
Reply With Quote
  #10  
Old 01-March-2008, 21:18
lynette55
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Did you know they were voted Number 1 for customer service. What must the others be like!!!
I cannot emphasise enough the dismal, appalling service given by this lamentable organisation, who recently, and proudly announced a record number of new subscribers to their broadband service.

What their new customers don't know yet but soon will is the utter contempt with which they are treated once they have signed up and committed themselves to a yearly contract.

In 40 years of dealing with companies, some dodgy, some reasonable, Tiscali is my number one for total disregard for its customers.

In fact their service is fraudulent. They quite happily continue to advertise rapid connection rates but the reality is dreadfully slow, in fact at peak times and other times too, their broadband connection is SLOWER than dial up, and is often three times slower.

Just so you can check I am not fibbing, simply go to the Tiscali "support" forums and see hundreds of complaints and not one verifiable satisfied customer.

By the way if you are not already a "member" of Tiscali you cannot see these complaints. But you can always take a temporary dial up account just to access these forums.

I appeal to fellow frustrated customers to do all they can to dissuade others from subscribing to this disgrace of an ISP.

Be warned, once you sign they will not let you escape no matter how bad the service. Any e-mails are ignored. Telephone calls are fobbed off.

If anyone knows Mary Turner's (managing director) e-mail address please post it publicly so we can all complain to her directly.

Thanks,

Leonardo
Originally Posted by Leonardo View Post
Reply With Quote
  #11  
Old 17-March-2004, 00:14
Zer02004
Guest
 
Posts: n/a
Default

Tiscali also should prominently display the details of their ADR provider but they simply will not give out this information.
So I'll do it for them:

http://www.otelo.org.uk

edit sil - removed email addy

Last edited by silver; 23-July-2004 at 09:18.
Reply With Quote
  #12  
Old 17-March-2004, 00:39
silver's Avatar
silver silver is offline
 
Join Date: Apr 2001
Location: Bournemouth, UK
Posts: 12,177
Default

Whats an ADR provider and how are they useful ?

Sil

Last edited by silver; 15-September-2004 at 16:37.
Reply With Quote
  #13  
Old 17-March-2004, 11:05
Zer02004
Guest
 
Posts: n/a
Default

ADR stands for "Alternative Dispute Resolution". UK ISP's are supposed to provide details of their service provider in this respect.
If you have exhausted the companies complaints proceedure, which is not difficult in tiscalis case , the matter should be referred to an independent arbitrator.
OTELO is the arbitrator in this case. More details here.

Is anyone aware of tiscalis internal complaints proceedure anyway?
Reply With Quote
  #14  
Old 17-March-2004, 11:43
silver's Avatar
silver silver is offline
 
Join Date: Apr 2001
Location: Bournemouth, UK
Posts: 12,177
Default

thanks, sounds handy

Is anyone aware of tiscalis internal complaints proceedure anyway?
didn't know they had one ?

Sil
Reply With Quote
  #15  
Old 02-April-2007, 18:30
boopboop
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

I am aware of tiscalis internal procedures for complaints! if a customer requests to speak with a supervisor or manager and the agent cannot deal with the issue and a manager can offer additional assistant then they should be willing to take the call. More experienced agents will also be able to fill in what is called a call escaltion form for issues regarding line release/technical issues which are escalated internally to high level complaints team on a daily basis (providing that cmrs have been in touch with technical them selfs on 3 occasion and a remedy ticket has been escalated). if it is a finance then all agents are trained on escalating cases to F&A team for investigation if refund is in question or money need to be written off. IF an outstanding balance is being disputed by a customer then they will be advised to write to head office. *other teams procedures may vary but this is the procedures followed by customer care and billing team. If you wish to talk to a billing and customer care agent you can call 0870 744 9966 option 4 lines are open daily 8am-midnight and technical are open 24 hours daily the number is 0870 744 2922.
Reply With Quote
  #16  
Old 17-March-2004, 17:47
Zer02004
Guest
 
Posts: n/a
Default

I notice that tiscali are complaining about the issuing of their ceo's email address and threatening to use the Data Protection Act.
It's all cobblers..... The DPA doesn't cover corporate addresses and OFTEL will gladly give you that information anyway. In fact, tiscali should be making all this information clearly available in their disputes proceedure document.

For the princely sum of around £7.50, the tiscali ceo's personal home address can be retrieved from the Companies House website.
Tiscali seem to think that disseminating this information this is also a breach of the DPA; their legal department must be almost as competent as their support department!
Reply With Quote
  #17  
Old 17-March-2004, 21:25
silversurfer
Guest
 
Posts: n/a
Default

Zer0 2004,
Thats brilliant thanks!!
My letter to them follows:
All are welcome to extract and use any phrases.

Dear Ms Turner.

I ordered a 150kbps connection on 4th Dec 2003 and received my Alcatel Speedtouch 330 ADSL modem on 15th Dec 2003.
The modem driver supplied on CD did not work and despite several calls to your almost unintelligible “help line”, who suggested among other things that my computer registry was corrupt, I was unable to resolve this problem for several days.
I eventually resolved the problem myself by downloading the correct driver from the Alcatel website on my existing dialup connection. A solution not suggested by your “help service”.

After going on line the connection performed reasonably well albeit generally slower than I expected, at an average 110 kbps.
On17th Feb 2004 I decided to upgrade my service to 250kbs, at which point the connection speeds fell almost immediately to 15- 20kbps with occasional bursts of 100 – 500kbps.

Several long calls to your “help service” which invoked the checking of all my connection settings, and which were actually exactly as they should be, failed to improve the situation. Your obviously baffled “help line” then came up with a number of suggestions including that my antivirus software or my firewall were the problem and that I should disable or “uninstall” them. Another suggestion was that I download a “network optimiser” patch.
I did all of these to no avail !

In an attempt to solve the problem by a process of elimination I set up another machine with a clean install of “Windows 98”, and no other software other than IE6 and the Alcatel modem driver. I also connected directly to the incoming telephone line with no telephone connected.

The problem as described above was found to be exhibited on this machine just as before. After yet further calls to your exasperating “help service” the operator eventually conceded that there was indeed “network problems” but that this would be cleared within 48 hours.
I called again 72 hours later as there was no change to the service and was then told that “nothing would have been done as it was the weekend” but that it “would definitely be sorted out within a week”!) - Now three weeks later on 12th March the service is still not working properly with speeds usually about 20 – 60 kbps (slower than my dialup connection) and constant total stops.
I have had one response to three e-mails to the “help service” in which they requested that I check the speed over a period of a day. I actually checked it over two days from 06:00 to 12:00.
I have still not had a response to my last two e-mails.

I am completely dismayed by your appalling service and hereby give you 28 days, from the date of this letter, in which to resolve this issue.

If this is not resolved within 28 days I consider that the contract with yourselves is nulled due to “breach of contract” as you have not provided me with the service promised.

I also reclaim the total cost of the telephone calls to your “help service” and all charges that you have made to me to date.

I estimate that I have spent a total of 15 hours of unnecessary time trying to resolve these issues due to the incompetence of your “help service” for which I also seek reimbursement.

Please respond to this letter within 7 days.



Yours sincerely
Reply With Quote
  #18  
Old 17-March-2004, 21:54
silversurfer
Guest
 
Posts: n/a
Default

Neither of the e-mail addresses for Mary Turner is now not recognised by the server.
(They can obviously do some things quickly!)
Reply With Quote
  #19  
Old 20-March-2004, 16:34
the_big_fella
Guest
 
Posts: n/a
Default

xxx at uk.tiscali.com

lower case buisness, mine managed to get thorugh, you can fx thier office 0870 745 7384. My plan is to send one, wait a day send two wait a day send three wait a day, on and on and on.
The tunnel must be dug under the guards noses.

edit sil - removed email addy

Last edited by silver; 23-July-2004 at 09:19.
Reply With Quote
  #20  
Old 20-March-2004, 18:03
silversurfer
Guest
 
Posts: n/a
Default

the_big_fella

xxx at uk.tiscali.com

Thanks,
I tried again but it still gets rejected by the server.
I will try to FAX it

edit sil - removed email addy

Last edited by silver; 23-July-2004 at 09:19.
Reply With Quote
  #21  
Old 22-March-2004, 20:34
obvious
Guest
 
Posts: n/a
Default

Jody Haskayne is the main PR contact. She has a direct relationship with Mary Turner

xxx at uk.tiscali.com

edit sil - removed email addy

Last edited by silver; 23-July-2004 at 09:19.
Reply With Quote
  #22  
Old 22-March-2004, 23:53
Leonardo
Guest
 
Posts: n/a
Default

I contacted Jody Haskayne thanks to the preceeding post, with a carefully worded and thorough e-mail which did not pull punches.

I gave her not 7 days but THREE DAYS to act on my declaration of a void contract due to Tiscali's failure to provide a service of merchantable quality, failing which I suggested Tiscali was commiting theft in continuing to take funds from my bank account.

Quoting an Ofcom case number I think also helped.

I received a reply within 24 hours confirming my contract has ceased and that I would not be charged for any access since the first month (December 2003).

I also demanded a letter suitable to show to my bank confirming that Tiscali has no further rights to cash from my account and that was also agreed upon.

Furthermore I insisted that my dial up account would continue as a reserve until my BB line ceased and I was able to seek another provider. This was also agreed to.

BT confirms that my line is due for cut off within 7 days and instructions from Tiscali were received.

I cannot guarantee that this will work for other users, but an intelligently laid out letter with dire warnings of what will happen to Tiscali if they do not co-operate is probably more effective than peppering their forums or un-manned e-mail addresses with irate posts.

It is ESSENTIAL to head your e-mail or letter with a prominent heading stating the consequences of not agreeing to the request, which in my case was to sue them, seek police involvement for fraud and theft, contact the BBC, and vigorously press ahead with an existing Ofcom case on my behalf.

Ofcom confirmed to me that in the light of my letter, I was elevated from a position several thousand down the long ladder of complaints to numero uno, hence the immediate reaction. Of course this is quite unfair to everyone else for which I apologise, but all I can say is that if enough people kept up the pressure they would force a radical change in the rules at Ofcom and by popular uprising rid us of all the rogue ISP's in this very dodgy industry.

Good Luck.
Reply With Quote
  #23  
Old 21-July-2005, 22:43
Hairyegg
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Help may be at hand people. (Maybe). Like most of us wanting out of Tiscali, You could never talk to the "right person". ( not in this country anyway).
However, after numerous phone calls and no help whatsoever, I decided to download way beyond the 30 gig limit, to the point that they actually took notice and called me on the phone. I got an immediate cancellation, no waiting 30 days. I didnt get a phone number from them, but i did get an address.
investigations@uk.tiscali.com
Head the mail "For the attention of Richard". he asked me not to pass it on, (as if) but from talking to him on the phone and bugging his E-mail, my line was cleared in 12 days.
hope this helps somebody.
BT wholesale 0800 671 045. for info on adsl flag on your line.

Last edited by Hairyegg; 21-July-2005 at 23:01.
Reply With Quote
  #24  
Old 22-July-2005, 11:02
gem's Avatar
gem gem is offline
 
Join Date: May 2001
Location: Currently in Brittany, France
Posts: 5,606
Default Re: Tiscali Broadband - Where to complain

Thanks for that Hairyegg.

I wrote to Mary Turner on Monday having written to the General Manager over a month ago and have not even received an acknowledgement - yet!
__________________
GEM
Reply With Quote
  #25  
Old 29-October-2007, 12:44
pinkfloyd
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Tiscali has a complain email adress : complaints@uk.tiscali.com .
Reply With Quote
  #26  
Old 08-November-2007, 11:55
fluffy
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Tiscali has a complain email adress : complaints@uk.tiscali.com .
Originally Posted by pinkfloyd View Post
Yes, but it's apparently routed to /dev/null

(Note to non-geeks, the above is the equivilent of putting the dustbin under the letterbox).
Reply With Quote
  #27  
Old 19-November-2007, 14:33
nicky napkins
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

I sent this over and over again and cannot get an answer anywhere!

Customer Code: removed
Billing Account: removed
Invoice No: removed

You are charging me 19.99..a month and my free call service is not working yet!!
I have called America and Australia several timed only to find out me free call service has not started yet!

I have tried to call Tiscali 30 or 40 times to find out what is wrong and no one can help me..
I have spent hours on the phone trying to find out why my free call service has not started and nothing happens, I get transferred to different departments and I am given different numbers to call but nothing!

I was also promised a new modem which was apparently in the post 3 or 4 times???? every time I called someone said wait 2 or 3 more days it should be with you!!

This service is absolutely terrible!!..
I cannot even get answers from the emails I send!!

Please help.........please! This is costing me a fortune!!!!!!

Nicky...

edit sil - best not to include personal information
Reply With Quote
  #28  
Old 14-January-2008, 16:37
frogdally
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Don't pay!

People have been talking about needing something to show their bank, to stop Tiscali taking moneyfrom your account. You can tell your bank, at any time, to cancel a direct debit, and they have to do it - after that Tiscali can't get to your account.
Reply With Quote
  #29  
Old 05-February-2008, 14:18
gio
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Hi,
After using 'snail mail' to cancel my account in mid august giving 6 weeks from that date for the cancelation and following this up with a telephone call to Tiscali - they decided to carry out billing me. Oh the joy.

They then decided to put a debt collection agency onto me for £70.

Turns out they were in the wrong, but this was after sending several emails to them - please note the debt collection agency were very supportive of this and should you have problems with Tiscali then I do recomend that you keep the debt company updated and CC them in on ALL emails you send to tiscali.

I have noted how ever - (and the rest will be in capitals for anybody qucikly browsing for tips)

THAT SHOULD YOU WANT A QUICK RESPONSE THEN EMAIL THE FOLLOWING LIST:-

complaints@uk.tiscali.com,
admin@linkgp.co.uk
complaints@ispreview.co.uk,
jody.haskayne@uk.tiscali.com,
mary.turner@uk.tiscali.com,
enquiries@otelo.org.uk,
broadbandcancellations@uk.tiscali.com,
watchdog@bbc.co.uk,

I spent several weeks using the normal method of complaining and didn't even get a response - then I emailed the above list - HEY PRESTO - would you believe it - - I got a response - and they advised they F**ked up.

All that has to be said now is how will they compensate me for my damaged credit rating - Small Claims Court I think for the excess in interest that I will be charged for when I re-new my mortgage - - - for starts.


I also have to commend the person who previously subbmitted the list - - bravo.



Final note - MAKE SURE YOU COMPLAIN TO OFCOM.

p.p.s. - I would pay more for a service if I knew I was helping to pay someones wages who were based in the UK and who could understand and speak english. Not being racist but if a call centre in india pays more than what doctors get in that country then their economy is screwed up and UK companies should not be taking advantage just so the shareholders get more money.

grumble over for now.
Reply With Quote
  #30  
Old 01-March-2008, 21:01
lynette55
Guest
 
Posts: n/a
Default Re: Tiscali Broadband - Where to complain

Hi there

I am getting desperate. I went from BT to Tiscali and then found they did not give what they had promised. I cancelled but they refused to accept this. They did give me a MaC code to go back to BT but have retained the telephone line and cut it off now that I cancelled my standing order. They take weeks to answer letters and keep insisting I have to pay for a year. Trading Standards do not want to know and I just don't know where to go from here. They are despicable.
Reply With Quote
Reply

Tags
adsl, bad, blocking, broadband, christmas, connection, credit, email, forward, free, happy, internet, isp, line, lost, mail, make, modem, music, ofcom, offer, online, phone, public, speed, speeds, tiscali, tiscali broadband, web

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT +1. The time now is 09:02.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2018, vBulletin Solutions, Inc.
Copyright ©1999-2014 The Scream!