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ISP Tiscali Top's 200 Complaints

Posted: 07th Oct, 2005 By: MarkJ
It's extremely rare that any provider manages to stay in our 'ISP Complaints' page long enough to surpass 100 complaints, let alone 200; sadly Tiscali has managed just that by going from 199 to 206 (+7) this week.

During July this year we also added a brief statistical log of weekly received complaints and the problems reported in them, this helps to illustrate the continued problems being experienced - HERE.

Typically with some providers, such as Bulldog, you can make out spikes in complaint numbers, which gradually decline as the problems are resolved. For Tiscali the problems simply continue, with poor customer support, slow speeds and billing errors factoring in almost every week. One small complaint highlights this well:

Very bad customer service. Very limited technical service knowledge. I have had the system in for 14 days today, not once can i obtain a speed above half of a dial up modem speed, not bad for a 2mb connection.

Many of the greatest problems arise when customers try to leave the service, be it due to lack of a connection, poor speeds, heavy usage or support. One of our readers (Colin) has been kind enough to outline this in more detail:

This issue has been going on for 8 months now.

February 18th : Tiscali write to me informing me my account will be cancelled in 3 months due to high usage and I had the option to cancel immediately if I chose so.

February 19th : I elect to cancel my account immediately as I could get better service from other ISPs at cheaper prices.

February 26th : I have not heard from Tiscali despite 2 further e-mails so I can cancel my direct debit arrangments.

February - Mid April - Tiscali continually query why they cannot extract payment but do not cancel my account despite several emails and letters explaining the situation.

Eventually Tiscali cancel my account and I agree a full and final payment of £39.98 with their debt collection agency (DIRECT LEGAL AND COLLECTION) which was paid via credit card on 7/7. This required me to send them copies of the emails sent cancelling my account as they had no record of the cancellation request.

On 29/9 Tiscali have written to me querying an account balance of £31.66 - I have only just got back from a holiday so I ring the number on the letter but get an ostrich in the sand approach - I can only take the payment on this number not queries. There is no other number or email to contact Tiscali.

I do not know who to write to or ring as Tiscali's site doesn't publish any complaint numbers or e-mails. I am concerned that there seems to be no internal communication between the accounts department and any other part of the Tiscali empire as they are never aware of what's going on.

I'm fed up with this approach and am just now waiting for further demands - referral to a debt agency and a court hearing as my patience is exhausted.

Unfortunately Colin is not alone, we’re always hearing of similar complaints and it’s been this way for nearly 3 years now, week in – week out.

The best we can do is forward such complaints (as per request) to a more senior level at Tiscali and continue to highlight them, hoping that consumer’s pay more attention to customer feedback and less to those big TV adverts.
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