Please Help

[sideswipe]

I'm having an absolute nightmare with Tiscali.

You've probably heard about what's been going on with them recently. They've introduced some form of traffic-shaping software that is effectively blocking all ports except the http ones at peak times, which appear to be 5pm - 11pm on weekdays and virtually the entire weekend.

I raised a technical query with them regarding this matter on 19th Jan, and was assured by the person on the telephone that if this issue had not been rectified within 28 days, I would be free to receive a MAC code and end my contract without incurring further costs. This has even been confirmed by Steve Best, in his MrTibbs persona, on the tiscali support forums:

http://www.tiscali.co.uk/forums/show...87&postcount=4

That statement was made on the 8th Feb, a mere 6 days ago.

The 28 days ran out today, so I contacted the cancellations department. I was told that I would be responsible for paying the rest of my contract, as since I am able to access non-secure websites during peak times, my connection is perfectly fine and therefore this doesn't count as a technical problem.

My argument is that the Terms and Conditions of Tiscali Broadband contain the following passaqges:

"The broadband service gives you network access to the Internet, a range of Internet services and the applications as described at www.tiscali.co.uk/products/broadband. Any specific terms, conditions, instructions or service limits relating to the broadband service package that you chose will be treated as part of these terms and conditions. The broadband service will be provided to you at the location we agree with you."

"17.2.3 at anytime if we break a material term of this contract and we fail to remedy it within 28 days of a written notice from you"

I don't have full network access to the internet at peak times, and this has been continuing for over 28 days.

This is worrying me as I can't connect using MSN Messenger. I am in the armed forces and if I am sent on detachment the only way of communicating with my family would be through MSN Messenger. All I want is for my contract with this despicable company to be ended so I can pay someone else to provide this service, which is vital to me.

They've broken their contract, and are treating me disgracefully. A customer service representative even began shouting at me when I refused to accept that my internet connection was fully serviceable.

What the hell do I do now?

[TheARC]

Assuming you have notified them of a technical problem. and that you can prove that. and 28 days have passed.. they have to release you from that contract without billing you to term.

Also when ringing cancelations, they should be asking you the reason. and if you say technical then they should be giving you the option for contact from their technical center here in the UK? has this been done? the technical team also have the power to cancel the account for you.

[sideswipe]

Yeah, I told them the reason. They stated that since I could still access websites, this didn't count as a technical problem so I would be held to the contract. They didn't give me a number for a UK technical centre. To be honest, they were pretty shocking. Especially as I had already contacted Cancellations a week or so earlier, and they guaranteed that I would be released from the contract if the problems persisted beyond the 28 days.

I eventually got it sorted through Mr Tibbs on the support forum. I sent him the emails I had sent and received from tech support, and he promptly apologised and sent me a MAC code. For that he has my gratitude.

I would say to anyone with problems like I had, the forums are probably your best avenue for support. They're a third-line resource, they have no timescales for replies, yet they still manage to offer a better level of technical support than the entire offshore call centre. Be polite, be thorough, and chances are that you'll get the help you need. You may have to wait a bit, but it's better than never having the problem solved.

To anyone considering joining Tiscali... I'd probably hang fire on that one until they get the current peak time connections issue sorted. And be sure that it's what you want, as it can be a battle to get out of that 12 month contract even if you're receiving an impaired product.