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Tiscali UK Tops 200 ISP Complaints

Posted: 18th May, 2007 By: MarkJ
Tiscali UK has managed to rack up 200 complaints on our site since the ISP Complaints page was last reset at the beginning of 2007. Typically any multiple of 100 deserves a mention and Tiscali has, in years gone by, passed such a figure before

Meanwhile the core problems continue to be the same, with the majority of anger being directed towards the providers shoddy customer support. We've copied a sample of this weeks complaints’ below:

I have now been paying for Tiscali broadband for nearly 4 months and in that time, we have not had wireless connectivity, we have had sporadic usage of the internet via the modem and the worst customer service you could imagine.

We have tried on numerous occassions to sort our lack of service out. We have had various promises of "call backs" within set times, namely 72 hours, 48 hours and 24 hours. Each time no one called and it then cost US more money to call the "technical support".

Most recently, our complaints raised us up a notch and someone actually called. They couldn't fix it but knew the problem was with the line length. Another promise was given that he would call yesterday, 10th May 2007, and 1715. I had to leave work early to get home - again costing me time and money. Did he call? Nope.

I then tried calling the cancellation number given to me. The number got me through to a girl who said the number was for the cancellation of the telephone line and not the broadband service. She put me through to someone else. This person could not cancel my service.

This is an absolute joke. Why give a number for cancellations and place a guy on the other end who can't do the job. I am paying for a service and therefore carrying out my part of the contract. Tiscali is not. No successful broadband, no wireless connectivity, broken promises, wasting my time, bringing me out of my place of work and costing me money, costing me money in the calls to fix the problem.
- William

A few weeks ago I signed up to Tiscali Broadband for my fianceé ********** who is disabled with Crohn's Disease as I thought it would be of great benefit to her. I noticed [THEIR] offer in the national newspapers offering the first three months at the special offer price of £9.99. This morning Rosy received a bill from Tiscali which bore no resemblance to a monthly amount of £9.99 so we decided to go online and see if she could find details of the bill and make sense of it. We were amazed to see that there was a list of phone call charges, neither Rosy nor myself signed up for any telephone service, we only agreed to the Broadband service alone!

We both rang the Tiscali helpline and received no help whatsoever, they say that there is nothing they can do about it, this is simply not good enough, we have not agreed at any time to transferring our phone service to tiscali, we have always paid our phone call bills to British Telecom and intend to continue doing so, I have no idea why Tiscali should take over Rosy's phone service without her permission nor without contacting her to say they were doing so.
- Rosy

Connection problems: loss of Broadband in my area for days and frequently.

Unwilling to admit that they have a problem, always suggest you check your system, when they must know they have the problem and I have told them that several local people have the same problem.
- Stuart

I arranged for my broadband to be put on at the new address through the website, and it was confirmed this would be done by 20th March. Come 20th March, nothing so I ran the poor communication of their customer support. They told me that the request hadn't been put on but it would do now, and that it would take 10 days. Rang up 10 days later as no internet, they told me there had been a problem and it would be another 7 days. I asked for a supervisor to call me back in the next three days to reassure me this was being dealt with, they said they would, but now still no call from the supervisor and still no internet.
- Toby

Most of the above complaints gave us their permission to forward the problems on, so hopefully they'll get solved a little quicker.
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