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Tisca-li(es)

I am being harrased by Tiscali and my letter to their complaints mail ID as as following.

If you are looking for troubles.... bravely embrace Tiscali for their products.... no doubt the masters are not able to handle Tiscali that it has been sold to Home Choice or whatever.

Here goes my letter to them.

=====
I would like to bring to your notice, harrasment being faced by me from the Tiscali team.

I had taken Tiscali Broadband in Glasgow last year. I moved to London in October 2006 and asked Tiscali to move my broadband. It is stated that the broadband move takes 10-15 days but amazingly I was without broadband for 2 months. My order for reprovide was not completed successfully for full 2 months !!!!!! Even though I can leave if I am not provided broadband for more than 28 days, I stayed on tried to get through your teams to sort out of my broadband problem. Every time I called up to know about my problem I was told the previous request has failed and I need to wait anaother 10-15 days. ON asked if this request would fail too then? the response is further wait. And upon being asked if that further qait time does not yield any request I was very proudly told by your staff it does not happen that way.

Frustated by the response I Finally started speaking at supervisor level and thus spoke to atleast 3 different supervisors who told me different things and in between them asked me to wait 3 more weeks. They were dead sure that they have finally figured out the problem and if it does not get resolved by them I could go for cancellations. After tolerating them and literally begging them to make my broadband work, I went ahead with the cancellation thinking my problems would be sorted and I could migrate to better ISP. I asked for cancellation on 4th of Dec, 2006.

I waited for 2 months and trusted all the lies thrown at me in the hope you guys could do something about it. Nothing.... nothing happened. But wait.... my problems do not end now.

My ordeal continues through the Cancellation team.

I was allowed to cancel my 12 month contract before time as broadband has not been provided and was told it would take 10-15 days to release my line. However I again started to see a repeat pattern of asking to wait for some more time and yet again some more time. Just like I used to speak to customer Care team I saw that I was being told lies about what is being done to release my line. Its nearing 2 months after the cancellation and my line is yet to be released and I would not get the refunds if my line is released. So now not only I am being held against my will on the Tiscali network, my money is also being held.

For last 4 months either I am trying to get broadband or get released from Tiscali's clutches but to no relief I see end to my problems.

Just to check it up I asked another provider if they could see if they can provide me broadband, luckily from them I got to know from the BT Tag on Line team's contact details and when I called them the lies of Tiscali Customer Care and Cancellations Team started to fall apart.

From them I got to know my broadband was originally placed on 27 November !!! and When did I ask for move ? 6th October. So all the time not much was done. Next lie was that Cancellation Order has been given to BT, but on checking with Tag on Line team I got to know Tiscali has never made an attempt to cancel the line.

For last one week I am callin up Tag on Line to check if any order has placed for cancellation and then call up Tiscali Cancellations team. If I do not disclose that I have checked with BT that line release is not order, they tell that the order for line release is placed with BT. As soon as I tell them that I HAD checked with BT and there is no such order they change the response and tell me that they have escalated my case to Higher Teams and somehow the order did not go through and it would go in another few days. This has happened so many times !!!!

For last 4 months I am stuck with a provider which is not providing broadband nor releasing my line and is also holding up money for refund.They seem to promise problems to be resorted withing 10-15 days which I think is incorrect and they should mention 10-15 weeks which is what I have waited to get my problems sorted out !!!!!

Not to mention they bleed you by making you call to National Rate Numbers and you actually pay to get your problems sorted out, originally created by Tiscali.

Looking at last 4 months I only see harrasment at the hands of Tiscali and now I intend to make a legal case. I also plan to record what Tiscali says and what BT says and put the audio clip on Youtube and Myspace. Let the world see the lies told by Tiscali and how they treat their customers once they tied onto a contract and what they do if someone tries to leave because of their pathetic service.

Frankly I have written to this email ID with no hope and only thinking I am banging my head against a dead wall. If you guys dont respond I would not be surprised.
======
 
Let's see if I understand what you are saying...You signed up to Tiscali 'sometime last year' in GLASGOW (not sure when) but in October you moved to LONDON and presumably you asked them to MOVE your broadband to your new address?
Since then despite you phoning their helpline the service you asked for (and presumably are paying for on a monthly basis?) is not/ has not been provided. Further you are getting conflicting answers each time you enquire as to Tiscali's progress?

From there on in it gets uncertain as to your meaning.....

CANCELLATIONS? How do you cancel something that isn't there?
TAGS ON LINE...the line in LONDON?
If so, a change of occupant automatically removes any tag on a residential telephone line...so there should be NO TAG on the LONDON line whatsoever...it will be free for you to sign up to a B/Band supplier that CAN deliver the goods....

After that if Tiscali owe you money...the Small Claims Court may be the way to go.

If I have misunderstood anything please feel free to post again and let us all know what you meant.:)
 
Keep all your phone bills and highlight the ones made to tiscali.

Make a note of the time, date and persons name, as well as the things said in the call, for every call to them.

Its important you keep these logs, otherwise you will keep getting chucked round in circles.

Ring them up, refuse to speak to a normal person, speak to a supervisor.

Tell them your making notes of whats said. Tell them what you already know, and not to fob you off.

Tell them you also want payment for the phone charges you have incurred in trying to sort this out.

Tell them you want it sorted within a week. If its not, you will be going higher up, namely OFCOM, and perhaps trading standards?

Tell them that you have been keeping track of this whole process, and will contact watchdog, and various other people.

Make it very plain that it will be obvious that many people within tiscali have lied.

Id also contact OFCOM, for what its worth. Im not sure who else to contact.

And remember to make a complaint on this site too!
 
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