[access-uk] Re: frustration with tiscali
- From: "Wendy Sharpe" <w.sharpe@xxxxxxxxxxxxx>
- To: <access-uk@xxxxxxxxxxxxx>
- Date: Sat, 16 Feb 2008 14:08:52 -0000
Sorry to hear you are having these problems. A few months ago a friend
changed from 2MB broadband with free evening and weekend calls to up to 8MB
broadband, free anytime calls to UK 01 and 02 numbers and line rental, all
for £19.99 a month. I thought this was a good bargain so applied online for
it. My transfer went through with absolutely no hitch, I just received a
couple of e-mails telling me the date the upgrade would take place, and
everything went smoothly.
My friend, on the other hand, has had appalling problems, with her phone
being cut off for weeks, some ability to get online but very spasmodic, and
having to use her mobile phone to contact customer services, which has cost
her a fortune. Fortunately we have a sighted friend who helps us with our
computer problems, and he gave my friend lots of help phoning Tiscali and
acting for her. In the end she did receive some compensation, but not
nearly enough in our opinion.
As far as the actual broadband and phone connection goes, I am quite happy
with the service. There are occasional short down times, but I expect that
happens with all ISP's.
I think perhaps a complaint to OFCOM might be in order. That's the only
organisation I can think of who might be able to put the boot in. Certainly
you should ask for compensation for their mistakes, the inconvenience caused
to you and your phone bills.
Wendy
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
mail@xxxxxxxxxxxxxxxxxxx
Sent: 16 February 2008 02:05
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] frustration with tiscali
Hi,
So I?ve been having a very frustrating time with tiscali, to say the
least. Last week we ordered the talk any time phone element and the
unlimited broadband element in a package costing £19.99 a month. However,
when we received the details this week we realised they had given us the
wrong package consisting of talk weekend, TV and broadband. So feeling a
little annoyed about the mistake I thought I would phone them to correct
the mistake which I failed to see how they had managed to make since I got
the woman to repeat what I had ordered and she had got it right then. When
I phoned they passed me from department to department from new sales to
billing to TV. I think I must have spoken to a large proportion of their
rubbish employees and although they admitted it was their mistake they
fail to correct it saying I have to council the TV side and then when my
broadband and phone go live I have to phone up and change the package. But
I said to them how do I know you will change it at that time without
charging extra since you're prevaricating so much now you will probably
say I signed a contract and cannot change the options. When I then finally
tried to phone cancellations on 4 different occasions feeling thoroughly
fed up and thoroughly used no one picked up the phone, it was just blasted
music going round and round in a loop. I waited 15 20 minutes each time
and the blasted people would not pick the phone up.
Those people that complained about tiscali's appalling service were very
correct and before I just thought they were exaggerating. I mean this is
such an easy mistake to fix since nothing has been installed etc but they
refuse to help and keep on saying call some one else, this is not our
department. Each time they keep you on the line for so long, wasting your
bill and the second department always tries to transfer you back to the
useless people in the first department. I just thought I?d warn people and
see what people's experiences had been with the blasted company when some
thing went wrong.
Husna
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