I contacted them this morning with the following email..
And just now i got the following response...
Why are they quoting me that If I Cancel within this period would still require the payment to be completed for the time remaining on the contract? When I signed up on the 12th? Isn't 14 days from the 12th, the 25th? What happened to the 14 days cooling peroid? Surely this ain't legal. Is it??
Dear Tiscali,
When I signed up with Tiscali, I was made aware of the fact that I have fourteen days (cooling period) in which I can cancel my account and contract with Tiscali, should I change my mind. Now according to their welcome letter I signed up on the 12th September. According to someone in their billing section, a Nicola Galbraith; I have until the 25th September to cancel. So, please help me cancel.
Since being enabled with Tiscali Broadband, on the 12th September, I've experienced nothing but constant problems with their services, including severer slow speed issues, so slow, ISDN seems much faster. From using various internet speed-tests, I was able to see that my latency was extremely high and regardless of what their staff said and do to correct my profile, my connection remains to be undesirably unstable with way too many drop offs, from a ADSL package that's supposedly to be classed as 'Always on'.
Now, I use both Apple Mac and PC and on both systems I'm experiencing identical problems, but as soon as I mention that I'm a Mac user, their technical staff stated they have little support for the platform. Then their tech support team proceeded blamed my problems on my hardware (bearing in mind i use both platforms), phone line, low voltage supply from usb ports and mains powered hubs; they even tried telling me the problem could be caused by virus protection software and firewalls (which i have non active, nor installed.. it's mac osx) then they blamed it on faulty modem s... luckily, I have my old modem, which works fine - also a Speedtouch 330 (same as their supplied modem).
For the sake of arguing, I even moved my entire set up to the master BT socket to do a line test. While being on the phone to their tech staff... and being asked questions regarding the modem signal light etc, the connection suddenly dropped. They asked me to reconnect.. only to be kicked off before completion.
Just to let you know, I think they should be looking at the way they manage their systems, train their staff to understand how everything works rather than blaming the customer for user error. I'm not a noob when it comes to computers.
Now, I'm within my cooling period and I wish to cancel the entire contract but with their phone handling system sucks. I'm unable to get through, so I can't speak to a customer care agent, instead I'm constantly left on hold, which is charged at national rates... only to be kicked off for being too busy! I've tried and tried to no avail. Please help.
I'm sure I'm not the only one, who's extremely dissatisfied with the quality of their service.. and wish to cancel the entire contract. I'm more than happy to return any equipment they've sent me, provided they are able to give me a mac code to migrate.. or remove the ADSL signal from my phone line entirely. I've even been in touch to ofcom - whom may I say, ain't that helpful either.
Best regards
And just now i got the following response...
Dear Mr. xxxxx,
Thank you for contacting Tiscali Customer Support.
We have received your request for cancellation.
As a valued customer, we would be interested in any issues you have encountered. We would appreciate any feedback or suggestions that would help us serve you better.
If you have been experiencing any technical problems you can either telephone our Support Team on 0870 744 2922, or e-mail us at broadbandsupport@uk.tiscali.com.
I would need to inform you that Tiscali Broadband has a contract term of twelve months. Canceling within this period would still require the payment to be completed for the time remaining on the contract. If your registration date indicates that you have completed the 12 month contract period you could terminate the service with a month?s notice.
However, if you wish to proceed with cancellation, you could call our Broadband Cancellations Team on 0845 077 4488 between Monday to Friday (9:00-6:00).
If you have any further queries please contact us by using the following link; http://www.tiscali.co.uk/aboutus/contact/ or alternatively you can visit our comprehensive online Broadband Knowledge Base at http://www.tiscali.co.uk/help/broadband/
Regards,
Why are they quoting me that If I Cancel within this period would still require the payment to be completed for the time remaining on the contract? When I signed up on the 12th? Isn't 14 days from the 12th, the 25th? What happened to the 14 days cooling peroid? Surely this ain't legal. Is it??























