Jason,

Although Tiscali not signed up to Otelo they have signed up to CISAS, which is an arbitration service.

Apparently you need a 'deadlock letter' from Tiscali before you can go to CISAS basically confirming that agreement cannot be reached by either party but if your complaint is unresolved after 3 months you can go direct to CISAS.

Upon confronting Tiscali with this they suggested I need  to write to ask for a deadlock letter (even though it is quite apparent that deadlock has been reached). They also suggested that their complaint procedure must be exhausted first.  However, I am well down that road and they are outside three months, therefore I believe I can go direct to CISAS.

Unfortunately it does seem that Tiscali are prepared to lie and throw whatever obstacles they can find to avoid liability (and arbritration costs).  They even told me that my line would be clear mid March but they have still left their marker on it!

Hope this might help keep the pressure on them.

Website for CISAS is www.cisas.org.uk

Regards

 

Mike 

  

 

   

  

  

 

Hi Ladyrider

Basically under the terms of the new MAC code regulation they need to give you your MAC code in 5 working days. If you have problems getting your MAC code you can bypass Tiscali and go to BT Wholesale who can provide it for you. They can even remove the tag on the line, (but they will only do this for the current customer of the phone line on which the tag appears).

If you have further problems call 0800 169 9576 and explain your case and Tiscali's unwillingness to help - state that they have repeatedly flouted the MAC code regulation and you need to remove the tag on the line.

I hope this helps?

Cheers

Jason

 

My son rented a room in a large house and moved out at the end of January. He informed Tiscali that he was no longer living at the address, that he had moved back in with me (he is technically homeless), and was unemployed and therefore unable to transfer the account so he would need to cancel the account. Tiscali blatantly refuse to do so! Still today they will not cancel the account and free up the line, so now the owner of the house cannot have a phone line in as Tiscali still have a hold on it. The owner of the house has been trying to get Sky installed for weeks but cant cos Tiscali wont release the line! Tiscali have suspended the account but will not cancel it! I admit my son did owe them a bill when he first left the house, but this has since been paid because they said we would have to pay up the £133.99 owing before they would cancel the account... I paid the amount for him and yet they still wont cancel or free the line! Now they say as the account is still 'active' (It is actually suspended!) they want us to pay for March and April's installments as they have now also become due!! and won't cancel the account until this has been paid!!! My son moved out and hasn't used the account for almost 3 months and has done his best to cancel the account but they wont.. .and as the account is not technically cancelled it is mounting up more monthly connection charges, even though there is no connection as this has been suspended. Calling Tiscali is useless... most of the time they don't speak English very well and can't understand me or I can't understand them.. they have no idea what they are doing as I get told a different story each time and they have even lied to me! My son has severe depression and this is making it so much worse so I have had to take over the fight.  I have called Tiscali again this morning and requested a mac code.. they say they will send it via email...... I have my fingers crossed but I'm not holding my breath!

Lorraine

It basically means that providers are bound by their terms of service - a code of practise they need to adhere to which is like an agreement from them as to what service they would offer you. If they contravene their terms you have a case to get out of the contract with them and on some occasions you can also claim money back but this is rare.

HTH?

Jason

What does 'invoke their code of pratice' mean? If I am to use this with Tiscali, i need to know what it means..

Lorraine

Hi Mikey

This is really really interesting stuff here - do tell us more - have you contacted CISAS yet? Is this part of the Telecoms Adjudicator Otelo or something else?

Ta

Jason

Had the usual problems with Tiscali:

slow speeds

helpline manned by non English speaking staff reading from scripts

Tiscali lies

Aggressive demands for unjustified payments

Spoke to helpful chap at Ofcom who informs me that you could inform Tiscali that you wish 'to invoke their Code of Practice' and have the matter referred to CISAS (Arbitration Service).  Won't cost you a bean but will cost Tiscali about £350 but don't let this put you off  ;-)

Good luck