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Comments:
Worst company to get in touch with. I run a small business and if I dealt with people like this then I would be bankrupt
These guys are simply the most incompetent bunch of clowns I've ever come across. We switched from Tiscali Broadband to their [ ostensibly ] Talk Talk Anytime Broadband, Telephone and TV service on the basis that their discounted monthly fee [ which includes telephone line rental ] of £27.98 seemed very competitive for the services offered. Having been advised that Tiscali / Talk Talk would effect the the transfer of the BT landline we very foolishly went for it and when, six weeks down the line, pursuing the reason that we were still paying BT calls and line rental [ £80 in total ] we were advised by them that we had to cancel the BT line ourselves, which we did and as of today we now have no phone, no TV service and no broadband. The service we did have was fairly effective but clearly not at the total price when paying BT charges as well due to their incompetence. We have now lost our original land line number to boot as BT cannot reconnect us and guarantee the re-establishment of our original number - clearly again quite distressing when my wife and I run several small businesses from our landline number.
The problem appears to stem from the fact that Tiscali and Talk Talk haven't quite merged in an operational sense and, as Tiscali only can provide a TV service at the moment we'd been getting advice from Talk Talk Helpline Advisors who didn't appear to have a clue about what they were being asked about. Just a complete disaster from start to finish
Disgusted by the lack of concern from this co and will never give them a penny of my money ever again - I work from home and my internet connection is vital to me but when there was a problem they just showed disinterest- I have sent three complaints and they dont even respond.
without a doubt the most pathetic example of customer services I have ever experienced; who trains their staff? Do they get trained at all? They are rude, unhelpful, ignorant, unsympathetic and obtuse - and all this to the people who pay their wages - the customer!!! I am asian myself so I have no problem with the ethnicity of the people I deal with but I do expect a good command of the language in order to be understood! A truly awful company.
I was on Tiscali talk & broadband package for £14.99 at the above mentioned address. When I purchased the package, I asked if I move house, my package would be transferred and I was assured that it can be moved.
Few days before my move, I contacted the moving house team and informed them that I was moving and was advised that my package cannot be moved. I told them I was willing to pay an activation charge if need to activate the package in the new house. I was told to cancel my existing package and call the sales dept to activate the line at the new place.I was assured my broadband would be moved over and later my talk package. I was given reference no 16600957 by Puja for this call. I called the sales team and gave them the new house postcode to get a line activated at the new address and was told they cannot activate a new line even if I paid an activation charge as I need an active BT line or post office line in my name and only then can they take over the line. I double checked by writing in the tiscali product forum and was advised to do the same.
Following their advice, I activated a new line with post office and paid an activation charge for the new line. I called Tiscali cancellation dept on 14/11/09 to cancel my existing line and was assured that the line would be cancelled within 24-48 hours and was given ref no 16756941 by Nigel. I called tiscali moving house dept on 19/11/09 and was advised that my line hasnt been cancelled and it was still active in my old address. The cancellation reference no meant nothing and the line was still active and they couldnt help me as their systems were down.
I called the cancellation dept on 20/11/09 and asked them to cancel the existing line at the old address and was told it will be cancelled in the next 24 hours and was given ref no. 16821715. I was told that my existing package of £14.99 cannot be provided at the new house as it wasnt available in the area but a package of £17.00 was available which includes talk, landline rental and broadband.I asked if my contract would be affected in any way and was assured over all these telephone conversations that it wouldnt be affected. I agreed it was fine and was transferred to the sales team to activate the package. The sales person, a lady named Sarah, informed me that only a package of £32/month can be provided in that area. This is totally unacceptable because I had called upteen times giving my new postcode and was told that the package can be provided at the new address if I had an active line in my name. I have activated a line and spent on the activation charges only to be told that I need to pay £32 / month for the package. I have called repeatedly and I was not informed of this before. I checked if the package is available in my postcode on the tiscali new line online checker and it says that the package of £14.99 of talk and broadband can be provided at my address. I am frustrated, annoyed and fed up with tiscali and totally stressed out as this problem has not been solved for the past 15-20 days. I have called tiscali a number of times and have spent a lot on the telephone calls. I have the tiscali number listed in my bills.
I am now being told that my complaint is escalated to the Higher Level Complaints team and they would contact me in the next 72 hrs. More than 2 weeks has passed and I haven't heard from them. Help!
We have been with Tiscali for two years and until recently had no problem with broadband service or telephone.
Now we are having connection problems and phone line problems. It has taken a while for Tiscali to take us seriously and call for an engineer to check out the line. The engineer is BT employed and on 10th Sept he said there was an outside cable fault and it will be dealt with by Monday at the latest. No it hasn't been dealt with yet. We still have intermittent connection and line problems.
BT won't let us contact them through normal procedures as we are not contracted with them. But our line is theirs. Tiscali keep phoning to say they will rattle BT's cage and so it goes on and nothing ever gets done. I believe BT and Tiscali do not communicate ever and if Tiscali get through BT won't co.operate! Keep watching this space..
the mother of all isp's including pipex. unresponsive to requests for information, help and ultimately unsubscribing. big on acquisition but invisible on support - too stupid to see that the very medium is one that facilitates choice, comparison and expectations. back to bt but paying a bit more.
every aspect of this company is a failure. They are incapable or running a bath let alone providing a decent service. Still suffering from the same old problems with them and a complete lack of communication in their customer care dept.
If anyone is thinking of switching to Tiscali my advice is do not. My friend switched from BT to Tiscali. What a mistake that was. On the day they should have connected her they rang up and said that they could not come as they had booked in too many jobs, having given her a date a month prior. On the day it was installed no sooner had the person who installed it left the internet did not work. It took numerous telephone calls, one of which were cut off on. It is difficult to understand the staff as the call centre is in India. They were reluctant to send anyone out as they argued that issues were resolved over the phone and suggested she get a local technician in who she could guide over the phone. What sort of business are they running. When they finally sent someone out, and it took over a week in phone calls to arrange it, the technician advised that it had been wired incorrectly. Not only is the customer support centre incompetent but so are the installers.
Glad to see Im not the only one who has had a bad experience with tiscali! I have called to report a fault with my internet connection 5 times today and on each occasion was (after being on hold for ages) told that it was a certain problem and what to do about it. I was going mad by the fifth time I explained that I had done what thery said and it still didn't work!!! Am now going to have to call someone out of the yellow pages which will cost me dead but I have no choice as I run an online business.
Where do I start??!! These are the most infuriating company to deal with ever! There is a total communication breakdown between departments, they are next to useless when I contact them with an issue etc. The call centre staff are the most poorly trained ever - big organisations like this just don't care about their customers, maybe if enough wronged customers make a stand on Blagger then they will take notice and review their procedures??!
I've had almost all of the problems below inmy 3 years with Tiscali. I would have switched by now but when I spent the best part of 2 hours trying to upgrade my package over the phone (wouldn't accept my details on line)I eventually got through to a call centre that didn't sound like it was in this country. The deal was done, my package was upgraded to the MAX with TV. I now have super fast broadband and TV from Tiscali which I haven't paid a peeny for since I upgraded. I have no idea why but it suits me fine.
Quite possibly the worst example of customer services ever. We recently had a bereavement in the family and despite informaing Tiscali of this, they continued to upset our family by writing and calling for the deceased constantly.
Cutting you head off with a blunt saw is less painful than trying to deal with tiscali in my experience. If you are thinking of transferring to Tiscali my opinion is don;t do it!
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
The problem appears to stem from the fact that Tiscali and Talk Talk haven't quite merged in an operational sense and, as Tiscali only can provide a TV service at the moment we'd been getting advice from Talk Talk Helpline Advisors who didn't appear to have a clue about what they were being asked about. Just a complete disaster from start to finish
Few days before my move, I contacted the moving house team and informed them that I was moving and was advised that my package cannot be moved. I told them I was willing to pay an activation charge if need to activate the package in the new house. I was told to cancel my existing package and call the sales dept to activate the line at the new place.I was assured my broadband would be moved over and later my talk package. I was given reference no 16600957 by Puja for this call. I called the sales team and gave them the new house postcode to get a line activated at the new address and was told they cannot activate a new line even if I paid an activation charge as I need an active BT line or post office line in my name and only then can they take over the line. I double checked by writing in the tiscali product forum and was advised to do the same.
Following their advice, I activated a new line with post office and paid an activation charge for the new line. I called Tiscali cancellation dept on 14/11/09 to cancel my existing line and was assured that the line would be cancelled within 24-48 hours and was given ref no 16756941 by Nigel. I called tiscali moving house dept on 19/11/09 and was advised that my line hasnt been cancelled and it was still active in my old address. The cancellation reference no meant nothing and the line was still active and they couldnt help me as their systems were down.
I called the cancellation dept on 20/11/09 and asked them to cancel the existing line at the old address and was told it will be cancelled in the next 24 hours and was given ref no. 16821715. I was told that my existing package of £14.99 cannot be provided at the new house as it wasnt available in the area but a package of £17.00 was available which includes talk, landline rental and broadband.I asked if my contract would be affected in any way and was assured over all these telephone conversations that it wouldnt be affected. I agreed it was fine and was transferred to the sales team to activate the package. The sales person, a lady named Sarah, informed me that only a package of £32/month can be provided in that area. This is totally unacceptable because I had called upteen times giving my new postcode and was told that the package can be provided at the new address if I had an active line in my name. I have activated a line and spent on the activation charges only to be told that I need to pay £32 / month for the package. I have called repeatedly and I was not informed of this before. I checked if the package is available in my postcode on the tiscali new line online checker and it says that the package of £14.99 of talk and broadband can be provided at my address. I am frustrated, annoyed and fed up with tiscali and totally stressed out as this problem has not been solved for the past 15-20 days. I have called tiscali a number of times and have spent a lot on the telephone calls. I have the tiscali number listed in my bills.
I am now being told that my complaint is escalated to the Higher Level Complaints team and they would contact me in the next 72 hrs. More than 2 weeks has passed and I haven't heard from them. Help!
Now we are having connection problems and phone line problems. It has taken a while for Tiscali to take us seriously and call for an engineer to check out the line. The engineer is BT employed and on 10th Sept he said there was an outside cable fault and it will be dealt with by Monday at the latest. No it hasn't been dealt with yet. We still have intermittent connection and line problems.
BT won't let us contact them through normal procedures as we are not contracted with them. But our line is theirs. Tiscali keep phoning to say they will rattle BT's cage and so it goes on and nothing ever gets done. I believe BT and Tiscali do not communicate ever and if Tiscali get through BT won't co.operate! Keep watching this space..
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