Poor service from an ISP (Tiscali)

[kriskwery]

I have had huge problems changing from narrowband to broadband with Tiscali.  They include misleading & downright incorrect information given by "customer care" staff & being double billed by "billing" (2 separate departments which fail to communicate with each other) - totally appalling customer service.

It is tempting to list all the issues but there isn't room here!  I am particularly distressed because, despite verbal reassurances to the contrary, an email address was deleted yesterday and cannot, apparently, be reinstated.  It has enormous ramifications for me, as all communications will now bounce and I shall have to spend hrs advising contacts and altering all webs sites to which I have subscriptions.  I just don't have the time!

I can't get to speak with a manager at Tiscali to resolve this - I have gone around in circles, at great expense for, despite being an ISP, Tiscali seem to encourage you to make expensive phone calls. My only recourse appears to be putting my complaint in writing with a response "within 10 working days".

Can anyone help with

• How I can get a speedy resolution with Tiscali
• Bodies with whom I could register my complaints (computer magazine? national newspaper whinge page? consumer associations?)
• Other bright ideas??!!

[fibifooz]

We used to be with this service provider too, but they kept messing us about and not answering our emails,and not letting us access aur online account, so we changed to Pipex and they've been great, even upgraded us to 2 meg from 1 meg free of charge.

[Quicksilver]

Sorry to depress you but try looking at the Tiscali forum on this site http://www.adslguide.org.uk/

Get out now!!!

[kriskwery]

Thanks both! 

Gosh, Quicksilver - I've had a quick look at your link & signed up to the site. It IS depressing, you're right!  Just wish I had more time follow this through.  I'm digusted with my treatment at the hands of Tiscali & feel powerless to get redress.  It has been an appalling catalogue of mis-information & mismanagement by them.  

Be warned, out there!

[Ralph]

It might be worth getting in contact with Helping Hand at PC Pro magazine, they take this kind of thing on. Their email is helpinghand (at) pcpro.co.uk (I've munged the address in case AB Ed removes them as a matter of course). Maybe buy the mag and see what they do.
It may also be worth pinging the details to BBC Watchdog. Chances are that they have a very long list of people just like you, the more complaints they get, the bigger the pressure they can apply. It'll also make good tv!

[Thunderchild]

yea you do all that. I'll lest u all into the secret of Tiscali's descraceful treatment of clients: Tiscali is an italian company (i live hear in italy) and every italian thing is so badly organised and they don't five a f*ck about the clients as that is the mentality hear. italians r brought up to take garbage and pay too! so just stay clear al. more than likely there r few english speking people in the english department so hence no reply.

[Tim W]

i changed my broadband to the utility warehouse www.telecomplus.org.uk/tim great prices, no problems and highly recommended.