After reading my friend Sam’s latest post about Tiscali and the bad customer service that he received from them, I thought I’d write a little about my experience with them.
In May last year, after being with Tiscali Broadband for a few years, I switched to TalkTalk for their broadband and calls package, as it would be saving us some money each month.
Before I switched provider, I had been impressed with Tiscali. Whenever we had moved house they had re-routed our connection on time.
So, thinking that everything was hunky-dory in the world, I was surprised to receive a phone call from a debt collection agency. They informed me that Tiscali had passed on a debt for unpaid broadband fees from May to July, which was impossible as I had changed provider in May. This was the first that I had heard of it, and so I rang Tiscali Customer Service, and after spending some time on hold I finally spoke to someone regarding this.
Speaking to them I told them that I had never received any letters or correspondence regarding the owing of monies,and that I had changed provider in May. After some discussion they said that they would send out invoices etc relating to the debt so I could take a look at them.
I left it there to wait for the invoices to arrive. After a couple of days I rang them again to say that I’d not received anything from themselves. They assured me that they had sent them out. So, I gave them another couple of days to see if it was just a delay in the post.
After another couple of days I phoned them again. They have been sent, was the answer. I was not impressed, and after a few words it turned out that they had sent everything to an old address. This wasn’t just the previous address that they had on record, oh no, this was the address before that. It was no wonder that I hadn’t got any letters!
In the meantime I received another letter from the debt agency saying that if the account was not settled within 7 days then they would be taking me to court.
So I phoned Tiscali again, and eventually, after numerous phone calls, I got them to write off the debt, £29.98 in fact, as they realised that they shouldn’t have been trying to take the money.
That was so nice of them!
My experience with Tiscali is not one that I would like to go through again. They never do anything that they say they are going to do. I’m still waiting for the invoices even now, and a letter to say that everything is sorted out. Knowing them, it has gone to my old address.
My advice, avoid Tiscali at all costs!!!
