Tiscali customer service - you are joking?

Thanks for your comments and sympathy.

My wife is at home today awaiting a visit from BT Wholesale engineer. I spoke to Tiscali (India) yesterday who stated that they are still under the impression that the broadband on the line is 'active'. They say that the report they got from the last engineers visit said nothing of the fact that the broadband was 'bypassed'! So what did it say?!

They say that the 'test' they do on the line to check the integrity of the broadband connection is as stipulated by BT. This test has shown that we are connected and operating properly and has done so ever since the BT (retail) engineer disconnected it because it was causing a fault on our phone line.

I am at a loss to know who is telling the truth.

I will update later today when engineer has attended. I won't be holding my breath though as today we have been offline for 2 weeks!

Originally Posted by ashleybones

Tiscali have got to be the worst telephone and broadband providers. I have been without a phone connection. BUT luckily still have broadband. since last year November and they insist there is nothing wrong With my line. WHAT A JOKE. THEY ALSO HAD A CHEEK TO BILL ME FOR TWO 0870 NUMBERS I WAS SUPPOSED TO HAVE MADE IN JUNE.

You need to stop payment otherwise they will continue to take your money because as far as they are concerned they are still providing you with a service.

I AM MOVING SOON AND WILL NEVER USE THEM AGAIN.

ALL THE BEST. BJ.

How did this tortuous tale end? I'm a Tiscali customer, and whatever problems I've had have always been sorted - probably because they have been minor. I've 'heard' all sorts of tales about Tiscali's poor service, but you are the FIRST complainant-in-person I've seen.

It's now almost 2010 and despite the length of tiem this thread, and tiscali's poor service, have been going on. Things are not better, maybe worse.

My recent experience is here: http://tinyurl.com/ykb2wua

I'm steering clear of them for ever.

--
Al

Please please can you point me in right direction I have never ever received broadband package from Tiscali but still I am billed and threatended by court I am desperate

[silver]

Please please can you point me in right direction I have never ever received broadband package from Tiscali but still I am billed and threatended by court I am desperate

Originally Posted by washydc@aol.com

one of the easier ways to get sense from the company is to follow the instructions in http://www.the-scream.co.uk/forums/t28068.html

good luck and let us know how it goes

[tommy t]

Tiscali brand name has gone, talk talk are now the ones to speak to,but a close look at the small print on their web page it says that they are a tiscali company?
but one sure thing is they were a joke as an isp,but people still signed up with em,myself included,(and it wasn't cheap when i joined) @£14.99 per month for 2.2mb service i had 12mths of hell, but to be fair the slow speeds were not just down to tiscali bt was also to blame,and still are, ip stream shudder, shudder, never again a word of advice to any one if there is isp's with llu in your exchange they usually provide a better service,(with the exception of a few) named above

[ExTiscaliWorker]

Wow...

I read the first post, and just wow, that's disgusting.

I was in fact working for Tiscali Cancellations department not too long ago, but obviously they've been taken over by TalkTalk now, and I had been told there was not enough work so I got slung out the window - Which is okay because their commision rates were rubbish.

I can safely say that a lot of customers came through to my department as they got transferred by 'The Tech Team', why I do not know, and we pretty much couldn't do anything.
The only thing we could do is transfer our customers to the second line technical department and explain the situation first of all, but even then customers still had trouble to get what they wanted.

No departments (other than tech 1 & 2) are given the system for line checking etc or the facilities to check with BT, which sucks on my behalf because I personally just wanted to make a customer happy because that way I get commission, plain and simple for me.

But as I say, unforunately we're not given anything like that because the people high up don't allow it........... Life would be so much easier if they did. Unfortunately as the tech team do run from a script (yes TalkTalk have taken over but it's all pretty much the same) and they are so persistent and will NOT come off it so my only suggestion to anyone in a situation like that is to call the Cancellations department (a few of my friends still work there and they're very helpful) and explain the situation to them and that you want a warm transfer (warm transfer meaning the agent you speak to will explain the situation first before putting you through so you'll be on hold for a minute or two) to second line technical department (as a lot of people don't know about this dept). The 2nd line tech team might help a little more as they don't run from a script.


As I say, it's sickening to see this thread as I'd never dream of putting a customer through that. I've also had a few customers come through on call in my time being there who are just so furious that they've turned to tears on the phone, and it's upsetting that a company can do that to people.

It'd be nice to be working there still as I had a few customers who were just purely amazing. They've been through similar situations and it's taken weeks to get sorted. But it's nice when I keep phoning them every day and at the end of it I could just hear how happy they were to have it back, and as a customer you probably agree that even just the call from the agent every day makes it at least a little bit better because you know it's being looked into...



Anyway, I didn't have much of a point other than that, so thanks for reading

unfort your story is quite comon with tiscali,. the phone jockies who answer calls read through a script and that's all they are allowed / told to do,.

in order to get any sense from tiscali (a rare thing) you can try other routes to get them to do something,. http://www.ispa.org.uk/complaints/ and http://www.ofcom.org.uk/complain/internet/

you could try raising the issue on tiscali forums - sometimes someone there will be able to help

Good luck and let us know how it goes

Sil

PS, I'm a little suprised BT can disconnect the adsl equipment like that, they should have notified tiscali of the issue directly - you might want to see if you can prod BT to contact tiscali,. least they may have a more direct route

Originally Posted by silver

I suggest threaten them with the financial ombudsman, that'll make them get their act together!