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Tiscali/TalkTalk

I am a former Tiscali customer and just wanted to tell people about our experiences and get some opinions. Following the takeover by TalkTalk we were informed by letter that the terms of our existing contract (still had many months left) would be changed in order to 'align' us with the TalkTalk network. We were told that unless we said otherwise we would be switched to a more expensive service on a new 18 month contract.

Obviously we didn't want a more expensive service with no obvious improvement so we phoned 'customer support' immediately. What followed was about 10 minutes of them trying to convince us to stay with offers of 6 months discount for e.g. At no stage were we told that it would be a capped 40GB service despite making it clear that we needed an unlimited service.

After getting fed up with the sharp practices and unable to get clear answers to questions we hung up and left it at 'we'll see about it'. Concerned that this could be seen as an acceptance we phoned customer support again to clarify that we did not consent to such a new service. Customer services then assured us that this new service would not be put into effect and that there would be no early cancellation fee given the circumstances.

So guess what we received in the last online statement? Yes, a demand to pay a very hefty 'early cancellation fee' for terminating our contract without letting it run it's full 18 month term! Infuriated, my partner canceled the direct debit on the advice of the same customer services.

As far as we're concerned we weren't the ones canceling the contract. They categorically stated that we would not be allowed to continue our existing contract on the same terms and then missold us a product which we thought we had stopped within the cooling off period. They were releasing us from our obligations weren't they?

So we write letters to these 'customer support' people. To the director in fact, but he doesn't have the courtesy to respond and hides behind a lower employee. The communication we get from this employee is grammatically incorrect and our address is even misspelt. They claim that they sent us a letter outlining why we are liable (which we never received) saying that we canceled the contract. One department doesn't know what the other is doing:mad:

Well, that's as far as we've got so far. I am in the process of drafting another letter to point out why they are wrong. We are with another ISP now and really don't need this hassle.

Thanks for reading and hope this helps people get wise to the kind of things going on.
 
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Jeremy, you are definitely not alone..

http://www.ispreview.co.uk/story/20...to-stop-billing-for-nonexistent-services.html

It's also worth reading through our ISP Complaints and Advice section.

http://www.ispreview.co.uk/new/complain/complain.shtml

I'm sure Ofcom would be displeased to hear that TalkTalk are still acting this way, so it might be worth letting them know too. Sadly there is an issue of evidence here and verbal conversations ultimately come down to it being your word against theirs, which is why any agreement to proceed or leave the service should always be confirmed in writting.

Don't forget to review them.

http://www.ispreview.co.uk/review/products/471.html
 
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They do have the complaints process on their website section 9 which you will need to follow which also give their ADR scheme which is Othelo.

http://www.talktalk.co.uk/legal/tiscali-product/code-of-practice/
Yes, thanks for that. We are following the complaints process. We are at the Customer Relations stage at the moment.

You should expect to receive a response to your query within seven working days of us receiving your correspondence however please note that by writing this may delay our response due to postal services.
:laugh: It took almost a month for them to respond to us and when they did they simply restated their false assertions in a poorly worded letter. These 'departments' do not know what the other ones are doing. Fair enough if one dep is more senior and has more experience, but from what we've experienced they are just as bad as each other, which is why we have written to the 'Customer Sales Director'. We have dealt with many organisations and their directors are usually only too happy to help. Any decent organisation should have methods of keeping different departments in contact with each other. We shouldn't have to say the same things over and over. In the mean time we get calls from their accounts and billing asking why we haven't paid.:rolleyes: I can handle the stress, but other members of my family don't need this pressure.

@Mark.J
Thanks for your support. Imo ISPs are taking people for mugs in the UK. It needs to be sorted so I will be reviewing them and contacting Ofcom once if after having gone through the complaints 'process' it isn't sorted.
 
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Hi Jeremy,

One of the many failings of companies being able to offer cheap service, is the fact that their workforce is so vast, that it would be unethical to place them all into one building, and therefore have their workforce spread around the UK (which sometimes is not a bad thing). However, the problem that may arise with this is that you speak to one person, say in Warrington (where one of their offices is based) and the letter you send goes to, say for instance, Southampton. Now in an Ideal world, the people you speak to in Warrington advise one thing, but forget to note it on your account, or even do note it. Then the people in Southampton either do not see the note, or because there is no note on your account, action it as they see accordingly.

Then when it comes to issues such as yours, when things go wrong, they go wrong terribly, not all the time, I must say, but on the odd occaision it does, and it just so happens to be your occaision :(

The best way to deal with this, is when you speak with an agent ask for their and their managers name,, note this down, and the time of your call, and also send any letters via recorded delivery. Then if anything comes of it, simply refer to the conversation of the agent at that time, and then you have (some kind of) proof that conversation took place.

Unfortunately, due to the vastness of Talktalk not everything goes as smoothly as we hope, and at the end of the day, it is human beings on the end of the phone, and sometimes systems malfunction and information is not stored correctly or where it should be.

Just remember to keep calm, as you will get no where shouting the odds or talking over them (you wouldn't like it if they did it to you). But get all the information you need, note down what was discussed along with their name, and then you might have just enough to go back at them and help them to help you :)
 
It is exactly as you describe and that is excellent advice musicmaker1980. I try to stick to it whenever I can. However, in the present case it was my partner who did all the talking on the phone (I was listening though and have been the one helping to word the letters) She got passed between different departments and found it difficult to keep up with the different people and accents (some of whom she noted the names of) There were also numerous calls initiated by us and them so our records sometimes show the name of a particular person and other times just show 'customer relations'. One good thing is that we never lose our cool. We have always been very polite, but the size of the cancellation fee is making things so stressful because we just don't have the money to pay and indeed nor should we have to. Do you think they will try and bankrupt us over this?

I thought the distance selling regulations would apply here? They never gave us any notification of our right to cancel within 7 days. The letter explaining why we are liable to pay an early termination fee was also never delivered to us (if they are telling the truth that it was actually sent out). The most stupid thing about this situation is the fact that we were actually willing to remain customers on our existing terms. It was only after receiving letters about how our service would be changed without our consent that problems began. They were simply refusing that we would be allowed to continue and in that respect were tricking us into another 18 months.
 
Looks like you are already keeping good tabs on things :) and that is always good when dealing with a huge company such as talk talk. Like I say, when things go wrong it is quite difficult getting the end result, unless you are 'lucky' and get to speak to someone who either knows what action is needed, or who is willing to find out if they do not know. Unfortunately, most of these people that do that, are usually taken off the phones to help with training other staff to deal with customer's the way they 'know how'.

However, what you must understand, even though you did not receive the letter, it may have stated elsewhere (the contract that you signed with the salesman, when you signed up for service over the internet, a verbal agreement over the phone) that you should read the terms and conditions that should be on their website, outlining the details of what you and talktalk should expect to receive from each other, and if on this contract (or verbal agreement) it is stated that you should check out the terms, then unfortunately, you are bound by them. But this also goes for talktalk, they must adhere to them also. However, if they cannot prove that you were ever advised of these terms and conditons, by the recorded call, the contract signed with the salesman, or the online signup, then they really cannot push through with this, as it is their responsiblity to ensure you understand that there are terms and conditions with this supply, and where to find them.

I would write a strongly worded letter, do not use any feelings or emotions in the letter, as these get you nowhere, in fact might get you less of a response, stick to facts, times of calls, what was advised, by who, where etc. and send it via recorded letter. Whatever you do DO NOT cancel any payments for usual service, monthly fee, call charges etc. as they are well within their right to request this, but state that you dispute the amount in question, until you get an acceptable answer, and that you will not be paying this amount in question until such time you receive an acceptable response from them. Also state on that letter an acceptable response time, at least 15 working days should do, and if you have not heard anything back by then, chase this up with a call to the helpdesk, and if they are no help, then make an official complaint to both head office and OFCOM.

I hope this helps.

:)
 
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Thanks musicmaker1980, I have already sent a letter by first class recorded delivery along those lines without any emotive language. The problem though is that my partner canceled the direct debit without informing me (following the advice of Tiscali customer relations) since apparently the cancellation fee couldn't be stopped without also stopping a small outstanding amount of about £7. To give you some idea the cancellation fee is over 60 times larger than this amount.:eek:

I have not received any response so far but perhaps 4 days is not giving them enough time. I really don't want this dragging on for months.

We are now with another ISP and receiving a much better service with better customer relations:)
 
Hi Jeremy,

sorry to hear you had such a tough time leaving. Sadly, although it doesn't affect the majority neither is it uncommon. If I were you I would skip CR and go to the CEO office part of the process here http://help.talktalk.co.uk/app/answers/detail/a_id/2022.

I hope you get prompt assistance and resolution from whichever method you choose.

Ady
 
That's what I like to see - an ISP that reacts with lightning-fast efficiency and promptness to every possible problem. It'll all be over by Christmas. 2016.
 
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