Jeremy
0
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
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.
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
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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