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Migration

CC'ing remedyescalations@uk.tiscali.com

I've been having problems with my Tiscali account for a while. I can't
reliably access my Tiscali email account, and as a result, I am looking
to give 30 days notice on September 16th. In preparation, I have spoken
to their 'care team', who advised me that if I do cancel, I would lose
internet access on October 16th, it would take BT at least 14 days to
remove Tiscali, that only then could I organise another ISP, and that
that it would take 14 days 'at least' for them to organise a
reconnection. Effectively, I would lose my boardband connection for a
month. It appears they have me over a barrel. Is there any way to
organise migration, or were they telling the truth when they said the
Tiscali service cannot be made compatible with migration? It seems like
a very effective way to tie in customers.

Elsewhere, i have been told that cease & provide can be done on the same day, why can't Tiscali do this?
 
Because Tiscali choose not to support migration (given that most to now support migration, I don't believe it to be a technical issue that is stopping Tiscali supporting it)- as you say, I think it is a way of making it more difficult to leave them.

Cease and provide can be done on the same day - that is migration, which Tiscali pretend doesn't exist.

I don't know whether it does take 2 weeks for BT to free up the line (but I have difficulty believing it), but I know it often doesn't take 2 weeks for many ISP's to activate your line - My last 2 ADSL providers have each taken exactly 1 week - PlusNet and NDO. AFAIK, 2 weeks is the maximum it should take to activate a line, not minimum.
 
Thanks for the advice. I've gotten a response from 'TheARC' (andy fromTiscali), who says
PM from Andy
You have been inform correctly that we do not offer migration.. this is not by choice.. BT offer no migration path from Datastream (Tiscali's network) to IPStream (BT's Network) BT will be offering by the end of this year and we will be able to offer migration shortly after that time..

In the mean time your Cease and reprovide could take upto to 30 days.. however it is possible this could be alot quicker. The main hold up on cease and reprovides is with customers retaining their telephone number. in most cases those customers are reprovided within 20 days. those that leave their telephone number and get a new one assigned usually are done within 10 days...

You are being quoted 15days for the cease and 15 days for the reprovide because we have been instructed to by BT.. as we only ask them to do it. it is not done at Tiscali's end.

Unfortuntly their is very little we can do to speed this up..

I then replied "if I junk my BT number, I can get it down to 10 days? That is an option for me. What additional steps do i have to take beyond getting in touch with the Tiscali customer care team? If I wait until the new year, will migration be immediate, and will I be able to retain my BT number without a time penalty?"

Which got the response
PM from Andy
Im so sorry, i read this wrong.. the new telephone number would only apply if you were moving.. my apolagies for that incorrect information.. i think you would have to pay to have a change of telphone number.. and it will still make little difference.. as it would still be the same line..

a cease on the line normaly takes upto 10 days.. BT are asking us to quote upto 15 days for the time being.. upto 15 days.. not will be 15 days.. some customers find it happens very quickly others dont.. again behond our controll...

Your new isp then has to ask BT to provide.. again they will be quoting upto 15 days.. and this will also be out the hands of your new ISP.. but it could still be sooner..

my apologies for getting confused on this one..

Doesn't look good. I could hold out with tiscali 'til the new year, but right now, there are no guarantees it will get better.
:hrmph:
 
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akbray said:
Because Tiscali choose not to support migration (given that most to now support migration, I don't believe it to be a technical issue that is stopping Tiscali supporting it)- as you say, I think it is a way of making it more difficult to leave them.

Cease and provide can be done on the same day - that is migration, which Tiscali pretend doesn't exist.

I don't know whether it does take 2 weeks for BT to free up the line (but I have difficulty believing it), but I know it often doesn't take 2 weeks for many ISP's to activate your line - My last 2 ADSL providers have each taken exactly 1 week - PlusNet and NDO. AFAIK, 2 weeks is the maximum it should take to activate a line, not minimum.

Sorry but this incorect.. it is not that we are making it hard for customers to leave.. it is a limitation on BT's network in that they do not support migration from Datastream to IPstream.. Ofcom have instructed BT to implement a system so that this can be provided. BT originally said it would be available from October this year. this has since been pushed back a month.. Tiscali will then be able to offer migration for its customers.

Thanks

Andy
 
Ooh, nice one.

After you signed up with NDO, how long did it take for the reprovide?

How has NDO worked out?
 
NDO are great :) been with them for just over a year, wouldn't change for any amount of money support is fantastic and the service kicks bottom - its very reliable - goto www.support.ndo.com click on service status and see how long their various services have been "up" for.

also check out the ndo users forum - www.ndousers.com and vhat to the ndo users crew- gjh and pmw are very chatty :)
 
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DrMekon said:
Ooh, nice one.

After you signed up with NDO, how long did it take for the reprovide?

How has NDO worked out?


Approximately 7 days to reconnect to their broadband service the exact date that they gave to me.
On the service of NDO, I was activated on the 24th August I do speed test regular I have not dropped below 930kbs. The user forums as Lighterboy mentions are very useful, there is more information on here than you will need. I asked a question on here about my email, the members and staff were more than helpful, and was quick to put me on the right track.
Tee.
 
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