Tiscali - Right - THAT'S IT - I've had enough!

Morning,

Right - I'm looking to change ISP - had enough of those morons at Tiscali...

Here's a complete record of my woe:

No apologies for formatting / spelling as this has been an ongoing text file since 14th July 2006...

Read if you dare!



Ordered Service on 14th July 2006

20th July 2006 phoned to Check progress - advised we should be active by 22nd July 2006

21st Got welcome letter and confirmed user id / password.


Phoned on 22July 2006 as no connection to Tiscali (but getting upstream / downstream on the router) confirmed router settings where correct - advised that the line will need to be tested again - 24hr - 48hr turn round. Stated this was not good enough and wanted escalated today. Call was escalated to a department that didn't work at the weekend! Advised to wait for 48 hours...

23rd - Chased to check progress - again getting upstream / downstream on the router and confirmed router settings where correct - will have to wait 24hrs for call.

24th - no phone call - chased again....


Chased again on 25/07/06 was promised a call by 6pm. (Agent Ajit) No call. Phoned at 6:05pm to chase yet again.
Agent Rohit has also now escalated the issue again and I expect to get a phone call tomorrow. Please wait 24 hours...

26th - Still no call despit agent Rohit virtually pleading with me to give him a chance to sort it. Tiscali supplied modem arrived. Installed on laptop and got instant connection - re-checked router settings. Found a Tiscali support page that stated that encapsulation should be set tp PPPoA not PPPoE. Was told 5 times by Tiscali suppot that is should be PPPoE - wrong info given. Changed encapsulation on router to PPPoA and got instant connection. Still no call as promised although this would now be pointless as the connection was working.


27th - Requested line speed upgrade via Tiscali web page. Should be upgraded to 2Mb in 96 hours.

28th - Internet OK - no issues

29th - No internet access at 09:20. Checked router - got IP address etc, DSL connection reports downstream as: 2303Kbps and upstream as 282Kbps, but no access.


29th - No internet access at 09:50. Checked router - got IP address etc, DSL connection reports downstream as: 2303Kbps and upstream as 282Kbps, but no access. Phoned Tiscali to check connectivity.

29th - Phoned Linksys to check router config - after upgrading firmware etc they said there was nothing more they could do. Linksys tech engineer agreed with me that Tiscali possibly had some issues....linksys ref 060729-002853.


29th Phoned again about 18:00 - finally got told there where issues on the Tiscali network and engineers are looking at it. Tiscali knew about these issues THIS MORNING and failed to inform customers. Wasted a day trying to resolve a non-issue with MY hardware despite Tiscali blaming MY hardware in the first instance. Muppets. Informed that we will not be charged for the outage....bloody right we won't be.

30th 10:30 - Internet back online - but for how long....

30th 18:05 Didn't last long - internet down...

30th 19:00 Phoned Tiscali to see what was going on....there is an outage - please wait 24 hours - again....getting very tired of this now...perhaps it's time to write to The Register...no doubt we'll have to wait 24hours for a no comment...


30th 20:00 - Still no internet...

31st 06:10 - Internet OK - no issues

31st - 20:00 - a few dropouts today but no issues to report


1st August 2006 - 06:30 - Unable to send mail - smtp server rejecting mails - Tiscali status says mail is operating 100%.
1st August 2006 - 11:25 - Sent some test emails - all ok.

3rd August 2006 - Internet slow - non-responsive to web and very slow access to smtp / pop mail servers
3rd August 2006 - smtp mail server no rejecting message - what kind of crap service is this!!!

7th August 2006 - Slow internet and mails again...

8th August 2006 - 09:10 - Internet down.

21st August 2006 - Slow access

29th August Slow access

3rd September 2006 - Slow access

5th September 2006 - 19:50 - Internet Down - back online at 20:35

6th September 2006 - 17:00 - very slow - was getting 220k this morning - now crawling at 21k

9th September 2006 - 17:00 - Internet down - lost connection - back at 17:20 but very slow

25th September 2006 - 20:00 - Internet very slow

12th October2006 - 18:30 - Intermittent Connection

12th October 2006 - 19:00 - Internet Down for an hour

14th October 2006 - 18:40 - Internet very slow: Downstream Rate: 171 Kbps Upstream Rate: 287 Kbps

15th October 2006 - 11:30 - Downstream Rate: 2300 Kbps Upstream Rate: 287 Kbps

25th October 2006 - 18:45 onwards - intermittent connection router automaticaly re-connecting

30th October 2006 - 18:30 - Internet down - no connection for 2+ hours

1st November 2006 - 18:10 - Internet down - no connection 2+ hours

7th January 07 - Internet connectivity intermittent.

22/02/07 06:20: Downstream Rate: 184 Kbps Upstream Rate: 287 Kbps

24/02/07 09:00: Downstream Rate: 261 Kbps Upstream Rate: 287 Kbps

25/02/07 09:00: Downstream Rate: 351 Kbps Upstream Rate: 287 Kbps

After speaking to Tiscali: Downstream Rate: 2284 Kbps Upstream Rate: 282 Kbps

03/03/07 18:00: Downstream Rate: 261 Kbps Upstream Rate: 287 Kbps

03/03/07 08:00: Downstream Rate: 351 Kbps Upstream Rate: 287 Kbps

03/03/07 09:00 Spoken to Tiscali- Now Downstream Rate: 2311 Kbps Upstream Rate: 290 Kbps

05/02/07 15:00 - Internet down - spoke to tech support - said possible suspect filter (laugh), obviously a line fault. Got line tested - no fault found. Going to get "profile rebuilt" now line is working again.


09/03/07 06:00: Downstream Rate: 241 Kbps Upstream Rate: 287 Kbps
09/03/07 06:00 Spoken to Tiscali- Now Downstream Rate: 2311 Kbps Upstream Rate: 290 Kbps

09/03/07 17:30: Internet Down
09/03/07 17:30 Spoken to Tiscali- Profile resest and call now esculated .Downstream Rate: 1986 Kbps Upstream Rate: 287 Kbps

10/03/07 08:00 Downstream Rate: 241 Kbps Upstream Rate: 282 Kbps Tech engineer said that the profile could not be reset because the call had been escalated. Asked to get put through to a supervisor - no supervisors until 10am. Aked to get put through to cancellations as i'm now very ****ed off with fighting with Tiscali every day. Got pushed back through to "Technical Support" (laugh) and asked for a supervisor again - just trying my luck, and low and behold - I got a supervisor called Pinky in New Deli call center. She was helpful and managed to reset my profile - Downstream Rate: 2298 Kbps Upstream Rate: 293 Kbps. Still await results of call escalation - need to wait the standard of 24 / 48 hours (working hours that is) so if I don't get a response by Wednesday then all hell will break lose. Actually - forget that - I'm so ****** with this level of service I'm going to send an email to Quinn.Mackenzie@uk.tiscali.com (name from internet forum)...



So - I think this is enough evidence that not met terms of contact and I'm looking for out!

[claret]

thank god for that, its not just me!!!

I finally started cutting the link with Tiscali by cancelling my direct debit, i go on holiday on Sunday so not a lot i can do, but on my return i am ringing up and cancelling.

I have been on the phone every night this week, i have been hung up on, lied too, passed to other depts when they are shut....

I am under the "Fair Usage policy" and understand teh terms and conditions, but when i cant even access web pages, and get kicked off chat rooms enuff was enuff....

I actually rung and eventually got through to a so called "Supervisor" he said he had sorted it, 2 mins later kicked off again!!, i ring him back and they say he doesnt exist!!! then when i get a bit shirty, he suddenly appears, but he promises the earth, never gets back too me like promised, then find out what he said he couldnt do....more lies

My mothers connction has been down now for nearly 2 weeks, and they just keep pushing the date too sort out by 24-48hrs, so she too has now cancelled...

I then get told too contact customer complaints which i do, and they tell me there is nothing they can do, they give me a £10 sweetener and tell me to go back too technical dept, i try again and they say there is nothing they can do

I thought that NTL customer services were bad, but Tiscali way outdo them

So thats it, Sky it is

[andygrif]

I had problems with Tiscali too about a year ago, after a few months of pretty poor speeds and really big problems with FTP (which when you're uploading files to customers is somewhat of a problem), even their own FTP site wouldn't work most of the time.

I tried very hard to communicate with their TS, it was like pulling teeth and of course the problem was with my FTP program (of course, how stupid of me!)

I ran out of patience quite quickly and took wrote a letter detailing the problems to the CEO in London. I got a call from a moronic Australian who made all sorts of promises that of course never happened. They also blamed BT for the issues - which was strange as none of my neighbours with ADSL through the same exchange had problems.

After going through the motions, providing detailed speed tests (Dan Elwell's speed tester was invaluable for this) they couldn't really argue. I said that the service was not fit for purpose and told them that I wanted to transfer out.

They agreed, they messed it up, and then they had the final insult of taking another payment from my bank account after I'd been transferred, telling me that was my fault becuase I had not cancelled - even though I'd been on PlusNet for about three weeks at that point!

Anyway, I got my money back eventually, and PlusNet are a hell of a lot better - although not perfect. They're package is a very good one, they have UK call centres but their email is a bit of a weak link and subject to delays about once a month or so.

But apart from that, they've been pretty good, no connection problems at all - and they don't tie you to a 12 month contract either.

Anyway...bottom line - if you go through the motions, write to the top-bod, talk about not fit for purpose, work with them for a couple of weeks, then tell them nothing's changed, they should let you out of the 12 month contract early.

[dcclanuk]

The best way to get rid of tiscali... (NO JOKE)...

Download all u can during their peak hours thingy.
Just download from download.com or microsoft site, or google earth like a 100 times.

Get your 3 warnings, and then get your MAC code and leave!

doesnt matter if your in contract or out of contract!

PS, i know ur speeds probably suck in the peak hours, but just max it out!!! U will be glad u did!