(I am sorry for my level of english - it is not my first language)
I have been a Tiscali customer for over 12 months.
I have recently move house and after 6 weeks of fight with Tiscali I would like to share my experience:
They mainly apologise for the inconvenience caused to you but cant do anything about it.
20 September 2008
Me/Help-line :
- hi, what is the quickest and simplest way of transferring my broadband to new house
- order new BT line with new phone number, fill the online "moving home" form, the transfer will take up to 10 days.
4 October 2008
New BT line up and running. I am trying to fill the online form but unsuccessfully...
the website is not accepting my input saying "your package has a Line Rental please call help-line"
Me/Help-line:
- hi, I can't place "moving house" order online, it says "...Line Rental........"
- leave all details with us and we will proceed with the order
- I will send all details by email to avoid mistakes, thank you
(IN FACT I HAVE SENT IT SAME DAY AND RECEIVED CONFIRMATION)
16 October 2008
I am waiting 10 days now + another 2 as they probably counting only the working ones.
My router is plugged into phone line but the broadband LED still off.
Me/Help-line:
- hi, my broadband and TV still does not work
- I have checked our records and found that the line rental for your old telephone number is still active with Tiscali. Hence, I request you to first contact the Cancellation team to cancel the line rental for your old telephone number. Once the line rental for your telephone number gets cancelled, we will then place the Broadband transfer request at the new address.
- so, I have to wait another 10 days?!
- 10 days after the cancellation, yes
26 October 2008
Instead of canceling the old line, Tiscali transferred it back to BT which incurred charges for BT line rental to me...
Broadband still off :-(
Also they have deleted my email account by mistake.
Me/Help-line
- hi, my broadband and TV still does not work
- I have checked our records and found that we have received your request to cancel the line rental for your old telephone number and it will get cancelled in due course. (IN FACT THE LINE IS OFF AS BT FINALLY DISCONNECTED IT)
Furthermore, I have performed some tests on your new telephone number 020XXXXXX (WRONG NUMBER!) and it seems that your new telephone number is still not activated by BT.
- you have a wrong line number, how come? It was correct and confirmed in the first email I have sent to you
- I apologise for the inconvenience caused to you.
- another 10 days?
- yes
6 November 2008
No broadband nor TV :-(
Me/Help-line
- hi, my broadband and TV still does not work
- when did you move house?
- 4 October
- you should place "moving house" request
- I did
- I cant see any order in progress for your account, I will advise you to place the order online.
I am filling the online form again but when I enter my new phone number it says "this number does not exist in database", when I enter old number it says "there is no CLI service on this line, contact help-line"
I have placed another request over phone writing down name of the operator and reference number of the case.
I decided to send them an email every single day as calls to India cost me too much.
Below are all the responses to my everyday query (- hi, my broadband and TV still does not work)
7 November 2008
- I have performed some test on your number 020XXXXXXXX and found that the number is now active. (SURPRISING AS I WAS CALLING FROM THIS NUMBER SINCE 4 OCTOBER))
8 November 2008
- I would like to inform you that we have escalated the issue to our service engineers under case reference number UKHDXXXXXXXXX and we are doing our utmost to resolve it in a timely manner.
9 November 2008
- There might be a requirement for us to contact you for further information and/or diagnostics. We will then contact you within the preferred slot period.
10 November 2008
- I would like to inform you that I have updated the information provided by you in the case notes for call back. Our engineers will contact you at your requested time if required.
11 November 2008
- I would like to inform you that we have already escalated your case to our second level engineers and they are working to on your issue. We would really appreciate your patience till the issue is completely resolved, which I believe will soon be done
12 November 2008
- I have checked our records and found that our engineers are still working to on your case. We would really appreciate your patience till the issue is completely resolved, which I believe will soon be done.
13 November 2008
Today at 8:00 am I have received a call from Tiscali technical support.
I have been told that the Broadband connection should be all right by now.
It is not. Nothing new...
13 November 2008
- I have update your reply in the engineers case notes with the higher priority.
(I got really tired here and started research for another provider.)
19 November 2008
- I have checked the records and found that the expected date of completion the transfer is 28/11/08.
There will be no completion as I am moving to SKY.
When I phoned cancellation line to "stop" services they say:
"
- may I ask you the reason?"
Linear Mode
