Took out my Tiscali Broadband in February 2006, and was running exceptionally well for around 9-10 months. The whole thing started to go wrong in December. When connecting, there was nothing resembling an homepage. Emailed customer support using my old dial-up connection, and what can only be described as an insult to an idiot's intelligence reply came back. This reply was blaming everything but themselves and involved doing many mind-numbing things which basically didn't work at all - even had the cheek to blame heat from the computer! Oh, and be warned.....If you don't reply to the email thread within 72 hours of Tiscali's reply, they deem the case resolved - I've kept my one ongoing since 22nd January just to nark them!!!! I phoned their expensive 0870 number to be kept on hold for about 15 minutes and then couldn't understand a word they were saying and had to repeat myself numerous times......all at the end to no avail.

During this time, I have had to connect to my old "pay-as-you-go" Dial-up plan to get any internet whatsoever. Endless calls to Tiscali blaming BT and BT blaming Tiscali. I even changed my cabling. It got to the only thing to replace at my end was my modem - was using the THOMSON SPEEDTOUCH 330 that Tiscali provided on connection. Borrowed an old ADSL modem off of a friend, downloaded a driver from the modem's website, and HEYPRESTO!!! It worked perfect.

After contacting Tiscali to report my findings, they said they would send another modem out. I said that I did not want the same modem again and they said they would send the SAGEM model out. I am now sat here with TWO SPEEDTOUCH MODEMS, and neither of them do anything! So what I suggest, if you are using Tiscali on the Thomson Speedtouch 330 modem, CHANGE IT NOW. Am currently using the Zoom 5510 and it works brilliantly.

ANOTHER TIP: If you need help from Tiscali, don't phone their expensive 0870 number but phone their 0845 cancellations number. Your internet just doesn't pack up overnight for nothing (unless their is a genuine fault at their end). The 0845 number tells you of any faults anyway, and not only that, you get to speak to someone from the UK.

Tiscali are the worst ISP. Move on as on as you can

I’ve experienced a similar problem with Tiscali but I had a Sagem F AT st 800 modem.

In Dec 06 things started to go wrong with connectivity with broadband disconnecting randomly. At first I thought it was something wrong with my PC but after restoring the PC and trying all sorts of various things I concluded it must be Tiscali. They suggested all sorts of things to try and solve the problem, which I had already done. Every time I called the technical support line they would go through the dozen security questions and then ask me what the problem was and asked me the same old questions. In one conversation the person asked me four times what modem I had, so I don’t think he was listening or taking done any details.

They supposedly did a line test and then they said it was the Sagem Modem at fault. So they sent me a Thomson Speedtouch 330, and …………….….same old problem!! They then asked me to connect the modem to the main BT socket into the house and disconnect all other appliances connected to the phone line and ………….…...…. same old problem!! I borrowed a laptop and installed the Sagem and then Speedtouch Modems (uninstalling in between) and connected them to the main BT socket and ………...….…………same old problem!!

Tiscali have insisted that it is my equipment at fault yet I have changed everything including the PC! I don’t think the overseas call centre technical people know what they are doing or talking about or even understand the problem. They certainly don’t listen to their frustrated customers; they actually hung up on me while I was explaining what had been done and why I was not happy with their service.

It’s been 3 months now, dozens of emails and phone calls, so I’ve now written to Mary Turner, the CEO of Tiscali UK but don’t hold much hope. But you never know ……............sorry just joking!

Did the letter from Tiscali state their full company name (Tiscali UK Ltd) , company number, registered business address and place of registration? They must put that information in ALL letters and emails, but often don't. Failure to do so is a breach of the Companies Act 2006 punishable by a fine. If so, complain to Trading Standards.

I'll swap you two sagems for your speed touch,  I have quite a collection courtesy of Tiscali.

After my email to Mary Turner I did get a response from Tiscali.  He was thankfully based in London and at least understood and appreciated the problem with my connectivity.  After many failed attempts by Tiscali’s UK based technical team they concluded that it could not be fixed and gave me my MAC number.  I also got a refund and some extra compensation for the hassle I experienced over a period of 6 months.  It wasn't a huge amount though. 

Tiscali's LLU is clearly suspect yet they won’t admit that is the problem, yet I am certain it was in my case.  I now have three modems courtesy of Tiscali, which is nice!  If Tiscali monitor these forums they should listen to the voice of the customer - the LLU technology, whilst cheaper for them is at the expense of customers.  My experience was horrendous and I would recommend that anyone experiencing connectivity problems with Tiscali email mary.turner AT uk.tiscali.com or jody.haskayne AT uk.tiscali.com.   It worked for me. 

I can't say that Tiscali are the worst ISP but I can say they are close to being one of the worst from what I have read and experienced.   

I am now with PlusNet after my brother recommended them.  They seem to be good.  No problems - fingers crossed.  PlusNet stopped migrating to LLU quite some time ago.  I wonder why?!?

Can you give me Mary Turner's address and/or email address, so that I can be sure that my complaint is read, if not by her then by someone who will take action on my complaint. At the moment I am paying 2 companies for the same service! I used the general complaints email address 7 days ago and have had no response.

Hi there. 

Been away for the annual summer break.  Here are the 2 email addresses I used: mary.turner AT uk.tiacali.com and jody.haskayne AT uk.tiscali.com   I've just received a demand for money from Tiscali, although the complaint was resolved and the complaint handler said that I should cancel my direct debit immediately. Needless to say I certainly won't be paying them a single penny of their demand.  The person I dealt with has since left Tiscali, which is a shame because he tried his best to sort things out for me. 

Good luck with sorting out your problem with the dreaded Tiscali. 

Alex AT 38:

Hi there. 

Been away for the annual summer break.  Here are the 2 email addresses I used: mary.turner AT uk.tiacali.com and jody.haskayne AT uk.tiscali.com   I've just received a demand for money from Tiscali, although the complaint was resolved and the complaint handler said that I should cancel my direct debit immediately. Needless to say I certainly won't be paying them a single penny of their demand.  The person I dealt with has since left Tiscali, which is a shame because he tried his best to sort things out for me. 

Good luck with sorting out your problem with the dreaded Tiscali. 

Surprise, surprise!!! Whatever the issues with Tiscali they end up doing the same thing in the end! I, too, was offered £20 credit as a "sincere apology". The catch? "credited towards future bills". Considering that I moved and they couldn't move the service to my new address due to their incompetence clearly this was stupid! I pointed this out in a letter and asked for a cheque. The letter was, in true Tiscali style, ignored. They then sent a final demand for just under £30 to my old address (they didn't take the £20 off the bill and they knew I'd moved yet sent it to the old address!) I paid because I knew it would take months to resolve (still is!) and didn't want the debt collection agencies involved and the possible effects on my credit rating. Good luck!

i had connection probs last month i was getting less than half my d/load speed of 2mb,so i rang the rip off 0870 number,spoke to some asian man who i had difficulty understanding and he understanding me i think,got the usual 10 usless questions line test told that line ok problem between exchange and my home??? and may take up to 4 days to be fixed, as it was bt,s problem,2 days later my speed did improve and so far has been ok,2weeks after i got a reply to the e-mail i had also sent them some days prior to ringing them,saying that they had totally re-built my connection,i think that all these companies that are registered in the uk ,should by law have to have the call centers for customer services in the uk,and if they will not provide a free 0800 number to contact them they should have to use a standard 01 02 or 03 landline number,and not make money from the customer who needs to contact them,and if they did this then they would not need to use the 0870 0871 prefix

I had experienced exactly the same problem with Tiscali and had to resort to making an offical complaint to the CIAS to which I am waiting for the outcome.

Tiscali is the worst internet provider for dealing with Broadband problems.

 

furthe to my last post,it came to my attention that TISCALI have passwed my details to a data handling company,including my telephone number wich is ex-directory and im also registered with the T.P.S.wich they should not of done,these telesales people are the infamous RESPONSE HANDLING LTD,based somewhere in scotland i belive,they have been ringing my number each day almost at the rate of 1 call per day,for the last 2weeks or so,the other day i decided to answer it,guess what no one answered so i rang them straight back,the person who answered it knew my name,then told me that it was tiscali,i told them that this was a lie and that they were infact response handling,to wich they still denied and insisted they were tiscali,and if i rang the number: 08001830143 that would prove it,i then informed the idiot at the other end that i was registered with the TPS to which,the voice replied so what does that mean?,so told them it means companies such as you should not be ringing numbers on the TPS register,and that what ever they where trying to sell ect i was not interested and did not wish to be contacted again,guess what the calls have continued,i called tiscali,not c.s but sales freefone number told them about these calls i was told thewy would look in to it,have heard from them since tuesday?NO and no suprise either,so i contacted B.T today the nuisance calls dept,and whilst i was on the phone the operative rang response handling and told them to take my number off their callin register,i have also complained to the TPS havent had a reply from them as yet,and am going to send details of this matter to the ICO,who can do somthing about those companies who ring people in this way,so i suggest that any one else who has suffered nuisance calls from RESONSE HANDLING LTD, to complain to tps and also to the ico,and maybe they will then stop or be barred by b.t

Hi, Quite reassured to read of so many problems with Tiscali. My (elderly) parents have had a nightmare with them. They received their free router and the CD, but had so many problems actually getting the service to run. All sorts of weird messages on their computer screen. My brother - who is very computer literate - tried two or three times to set up the broadband service, hanging on the 0870 number for the best part of an hour. I emailed Tiscali and received back a 24 page "here's how to do it" email which, again, both my father and my brother read and followed step by step - to no avail.

They then tried to cancel the service, but were told they were "outside the free probationary period", and that if they cancelled the direct debit, Tiscali would send the bailiffs round. Is this any way to treat elderly people. My parents complained that they would be charged for a service that they were unable to use. They were then promised that a Technical Support person would ring them yesterday (no call received), so I spoke to someone in the Cancellation office who confirmed that they could cancel, and not be liable for any costs. I repeated this back to him, got his name, noted the date and time of call. My parents spoke to someone else this morning who, once again, confirmed that they would NOT be liable for any costs, so went to their bank to cancel the direct debit. Then, on their return from the bank, they received another call from Tiscali to say the previous two agents were WRONG, my parents would be liable for a whole year's payment. When my father mentioned these other two agents, Tiscali made out it was none of their responsibility what their agents told customers!!!!!!!!!!! THey have PROMISED again that a technical person will ring tomorrow (so another day of sitting by the phone) and that if they can't get it working within 28 days, they will get a complete refund. So if any of you out there are thinking of using Tiscali, one word of advice. DON'T. Any advice would be welcome.