Problems cancelling Tiscali broadband account
Not going to go into all the detail of my dealings with Tiscali when they were my service provider, but the bottom line is due to the problems I’ve had cancelling my account I really can’t recommend them.
I switched broadband provider away from Tiscali last year and Tiscali gave me a migration code which I passed on to my new provider. Everything checked out and I was connected with my new provider very quickly (about 10 days). However, my account with Tiscali stayed active and they have continued to bill me every month since. I have phoned Tiscali approximately 20 times to try and resolve this.
Each time I phone them they ask me to do something different, or they tell me that they will do something and they never actually do! They don't call back when they say the will and when I call them to find out what's happening I need to go through the whole story again from scratch.
My first gripe is that all the boxes were ticked for my migration, I did everything I was asked, my new provider had no issues at all, but Tiscali continue to bill me. If Tiscali were to take this approach with everyone who leaves them, the amount of interest accrued on the over billing must run into the 10s of thousands of pounds. Also the calls I have needed to make to their premium rate lines must run into £20-30 so far.
I have found that the customer service advisors sound like they're about to fall asleep, and also devoid of any idea of how to tackle my query. The most annoying thing they have done so far is to give me the "yes-yes-yes don't worry sir, it's all sorted" only for nothing to happen – yet again.
Also I've been put on hold or transferred numerous times and the line has gone dead. It’s very frustrating dealing with them on the phone.
The next step is for me to write them a formal complaint; following which if it's not resolved I'll take it on to CISAS. Personally, I will definitely not be using Tiscali in the future, the problems I had cancelling the account were unacceptable and I really can’t in good faith recommend them to others.
By: Dan
Comments from visitors
this is a way that can be effective to deal with tiscali, use the form on the ISPA website, more details on the-scream http://www.the-scream.co.uk/forums/t28068.html
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I have just had a direct debit for £498.36 come out of my account this week from Talk Talk, despite cancelling with Tiscali and moving to Virgin over 2 years ago. Spent a lovely 45 minutes being put from department to department and then being cut off. Then spoke to a nice lady who told me I had to speak to the ring fenced team but as my husband is the account holder he will have to ring them. So waiting to get this sorted. They tell me the account is still live!
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I have just found a stress free way to cancel my account(after two months of trying). I contacted ofcom (phone regulator) who informed me of a dedicated phone number talk talk have for such problems. They had to set this up after numerous complaints about them to ofcom.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
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The voice of the people - 17-Mar-11 16:39
I have just found a stress free way to cancel my account(after two months of trying). I contacted ofcom (phone regulator) who informed me of a dedicated phone number talk talk have for such problems. They had to set this up after numerous complaints about them to ofcom.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
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The voice of the people - 17-Mar-11 15:42
This is such a common problem that Talk Talk have a department dedicated to it. It is called the Bill after cancellation Department.
I also changed my service provider from Talk Talk. Five months later they are still trying to bill me.
I spoke to someone at the bill after cancellation department who closed the account that I had cancelled. Then I was told that I would get a charge for cancelling early.
I had been with Tiscali for 5 years. It seems that when Talk Talk took over and offered all these lovely things like faster cheaper broadband it was a sneaky way of starting us on new contracts.
I also changed my service provider from Talk Talk. Five months later they are still trying to bill me.
I spoke to someone at the bill after cancellation department who closed the account that I had cancelled. Then I was told that I would get a charge for cancelling early.
I had been with Tiscali for 5 years. It seems that when Talk Talk took over and offered all these lovely things like faster cheaper broadband it was a sneaky way of starting us on new contracts.
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I wish,i want to cancel my Broadband with immediate effect ,for many reasons.
I look forward to hearing from you.
Yours faithfully.
Maria nilza da silva.
account no 3100271831
I look forward to hearing from you.
Yours faithfully.
Maria nilza da silva.
account no 3100271831
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Tiscali is absolutely terrible. I have tried to call them three times to terminate my account (as the price kept going up, as the speed kept going down) and each time they would either put me through to a line which ended up just hanging up or through to some menu which wouldn't work.
Stay away from Tiscali/TalkTalk!
Stay away from Tiscali/TalkTalk!
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cancelled with tiscali now talk talk and went to sky but talk talk are still billing me but to wait for a phone advisor is costing me each time I have to contact them over there mistakes surely we should not foot the cost when it is talk talks problem.
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Well I have made 38 calls to TalkTalk/Tiscali to cancel my phone-broadband contract as I have moved house. I get told sometimes that their systems are down...other times that my account "was in the process of migrating from Tiscali to Talk Talk so phone back in a few days". Meanwhile, of course, they continue to charge my card.
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Am simply shocked and appauled. Spoke to the Tiscali dept after holding, passed through to numerous departments. Finally spoke to THE RUDEST MOST IGNORANT boy called BHAZEEN
merely trying to obtain a MAC CODE. He outright refused to provide me with this simple request saying I could take another package with them instead? IGNORANT PIG would simply not help and then frustrated, I asked for his manager who he refused to put me through to...
Just got NOWHERE with a phone bill to me. Tiscali have disgusting staff on board.
merely trying to obtain a MAC CODE. He outright refused to provide me with this simple request saying I could take another package with them instead? IGNORANT PIG would simply not help and then frustrated, I asked for his manager who he refused to put me through to...
Just got NOWHERE with a phone bill to me. Tiscali have disgusting staff on board.
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Wound up firious customer - 9-Dec-10 14:57
In answer to 'Frustrated Rosey' and really to everyone here, 'TALK TALK' need to be put before the Civil Courts - altho' many would feel the Criminal COurts would be more appropriate but the way things are going they are likely to be full of MP's caught fiddling before too long.
The problem with ISP's is that they have your money, know how to scare you out of your wits with threats of debt collectors and also know that Indian call centres are just the ticket to provide a totally useless and shameful excuse offered in the name of 'Customer Service'
I wonder how many would stand united in a legal action against this Mob ??
The problem with ISP's is that they have your money, know how to scare you out of your wits with threats of debt collectors and also know that Indian call centres are just the ticket to provide a totally useless and shameful excuse offered in the name of 'Customer Service'
I wonder how many would stand united in a legal action against this Mob ??
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I canselled my internet provider talk talk, earlier this year and was given a code to give to BT. I was told talk talk would be canselled. Now only to find im not only getting to bills but after every conversation I have with talk talk about canselling my contract. I have just been sent a debt collection agency letter to recover a debt that ive already paid for with BT. Ofcom dont seam to beable to help. I have 3 other friends who also have tryed canselling but are having problems. What do we need to do to get through to this company????????
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fustrated rosey - 1-Nov-10 14:27
My dealing with Tiscali had been good. I switched from BT to them in 2005 (Tiscali offered a better deal). It has only been since Talk Talk have taken over when my problem started. I urge you not to give Talk Talk any of your custom. I first had no internet connection at the start of October 2010. After calling their poor customer service line I was asked to go through the diagnostics, clearly the Indian chap was reading off a script! After explaining three tines to the chap that I went through the diagnostics before I called, he then asked if I could wait on-hold. 45 minutes later the same chap came back to inform me that a change was in progress to migrate all Tiscali users to the new Talk Talk server. He also pointed out that an Email and a letter had been sent to me. I never received either. I was told that this change would be completed by the 21st of October. It never. I then called after this date and spoke to another adviser who then asked me again to go through the diagnostics - again! After explaining to the adviser (if that is what you can class these people as!), I was then put through to a 2nd line team who also asked me to go through the same process again. By this time, as you can imagine, I was really sick to the back teeth of this bunch. I then asked to be put through to their cancelations department so that I can be given a MAC code. I have since gone back to BT. Only if you dare have a TalkTalk package. And if you have money to throw away.
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I have had a year of constantly reducing speeds from 5.6mbps down to my current .13mbps. I spent 49 minutes on the phone today chasing my tail in circles from one Indian call centre to another - net result was that there was nothing that they could do and in general terms I was wasting my time ringing and complaining about the poor standard of service anymore. He then told me to move to BT as I might get treated better there, but he doubted it as all there techi stuff was dealt with in India as well !!!
Isn't it high time that these rogue ISP's were dealt with under Criminal Law for Theft and Fraud ?? Surely us Brits can rise to the challenge and deal somehow with these fraudsters who in the main appear to be all Asian, or is that just me getting my accents confused as my rage is stoked up ??
Isn't it high time that these rogue ISP's were dealt with under Criminal Law for Theft and Fraud ?? Surely us Brits can rise to the challenge and deal somehow with these fraudsters who in the main appear to be all Asian, or is that just me getting my accents confused as my rage is stoked up ??
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My 70yr old Mum has been going round in circles with TalkTalk for 6 months now. They upgraded her broadband from 12.99 per month to 19.99 per month without notifying her. She called them to complain explaining she couldn't afford this on a state pension and they offered her a 14.99 per month package but failed to tell her it included the phone. when she realised this Mum called to cancel the account, (she was within the cooling off period).
After a few days She called TalkTalk to ask for the MAC code so we could change provider, she was told that there was no note of her calling to cancel the account and if it was cancelled now there would be a charge for breaking the contract. The guy said the tape from that date could be sent to head office to be checked to see if she did actually cancel the account and he would credit the account 19.99 and not charge for the following month as it would take about 6 weeks for the tape to be listened to! Mum then received a bill for 19.99? Once again she called, explained the whole story again and asked why was she billed 19.99 when the deal she was on was 14.99 and she was supposed to be getting a free month anyway.
After reading all the notes the guy offered to cancel the account as TalkTalk hadn't provided the service offered however she would have to pay the 19.99? I paid the money and was told that the account would be cancelled on such and such a date. I signed Mum up to BT and everything seemed fine. And then Mum received a bill for nearly £300.00! I called again and was told this was an oversight not to worry he would send a note to the finance department to get the charge removed. Hooray!?! nope, Mum received a final reminder today! It is absolutely disgusting how they have treated her, they haven't carried out any of their promises to resolve this problem and have left my, now, 71 yr old mother in fear of debt collectors.
After a few days She called TalkTalk to ask for the MAC code so we could change provider, she was told that there was no note of her calling to cancel the account and if it was cancelled now there would be a charge for breaking the contract. The guy said the tape from that date could be sent to head office to be checked to see if she did actually cancel the account and he would credit the account 19.99 and not charge for the following month as it would take about 6 weeks for the tape to be listened to! Mum then received a bill for 19.99? Once again she called, explained the whole story again and asked why was she billed 19.99 when the deal she was on was 14.99 and she was supposed to be getting a free month anyway.
After reading all the notes the guy offered to cancel the account as TalkTalk hadn't provided the service offered however she would have to pay the 19.99? I paid the money and was told that the account would be cancelled on such and such a date. I signed Mum up to BT and everything seemed fine. And then Mum received a bill for nearly £300.00! I called again and was told this was an oversight not to worry he would send a note to the finance department to get the charge removed. Hooray!?! nope, Mum received a final reminder today! It is absolutely disgusting how they have treated her, they haven't carried out any of their promises to resolve this problem and have left my, now, 71 yr old mother in fear of debt collectors.
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Since Talk Talk took over from Tiscali I upgraded my package with Talk Talk in Feb and have a landline + Broadband + Calls..
However Tiscali continue to charge me on my visa card for a servicee I no longer use.
Despite repeated phone calls and letters I get nowhere. It took me 2 months to finally get them to cancel my Broadband and Phone package and still they bill me.
Talk Talk asked me if I wanted to upgrade on my phone package as it was a lot of ££££.I said thats because I have to constantly ring premium rate numbers for Tiscali and left on hold for ages.
I have now taken it up with ofcom and just hope for my money owed since March to be paid back to me.They are the worst company I have ever had to deal with.
However Tiscali continue to charge me on my visa card for a servicee I no longer use.
Despite repeated phone calls and letters I get nowhere. It took me 2 months to finally get them to cancel my Broadband and Phone package and still they bill me.
Talk Talk asked me if I wanted to upgrade on my phone package as it was a lot of ££££.I said thats because I have to constantly ring premium rate numbers for Tiscali and left on hold for ages.
I have now taken it up with ofcom and just hope for my money owed since March to be paid back to me.They are the worst company I have ever had to deal with.
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Hi,
I had the same problem. They were meant to cancel my account in January, and did except kept on charging me. My fault, in a way, since I should have been checking my bank statement. Funny thing is, in January I moved to another internet provider and cancelled with tiscali. They stopped the tiscali service and then I got another internet provider, only that tiscali was still charging me for the service they cancelled. It's now October and I have been chasing them for a while about this. Apparently they now need evidence that I did phone them up to cancel in January. I always tell them, "I did phone you in January to tell you to cancel that's why you stopped my service so why did you charge me non stop even until now?" The worse thing is that they want me to send evidence in the form of a letter that I did phone them in January. Apparently they are insisting they don't have any recording of me phoning them in January even though I know I phoned then. In any case its logic I did tell them to cancel that's why they stopped the service in late January.
I don't think I'll ever go with them again- but they were better than BT. Alot cheaper than BT and above all tiscali did provide the bandwidth speed they said they'd provide.
I had the same problem. They were meant to cancel my account in January, and did except kept on charging me. My fault, in a way, since I should have been checking my bank statement. Funny thing is, in January I moved to another internet provider and cancelled with tiscali. They stopped the tiscali service and then I got another internet provider, only that tiscali was still charging me for the service they cancelled. It's now October and I have been chasing them for a while about this. Apparently they now need evidence that I did phone them up to cancel in January. I always tell them, "I did phone you in January to tell you to cancel that's why you stopped my service so why did you charge me non stop even until now?" The worse thing is that they want me to send evidence in the form of a letter that I did phone them in January. Apparently they are insisting they don't have any recording of me phoning them in January even though I know I phoned then. In any case its logic I did tell them to cancel that's why they stopped the service in late January.
I don't think I'll ever go with them again- but they were better than BT. Alot cheaper than BT and above all tiscali did provide the bandwidth speed they said they'd provide.
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Hi Dan, I can certainly identify with this. My partner and I moved home recently and asked Tiscali to cancel our old land line which they said it would be done on the 24 september. They did not. We then spent 4 hours (yes, 4 hours) on the phone being send from Tiscali to Talk Talk with a workforce who did not even know who their employer was, argued with us or proceeded to put us back on the options. Eventually we got through to someone who told us it would be done within 24 hours, that was 3 days ago, it still not being done.
I can't ring them again as I keep going in circles, I'm just about to ldge a complain with OFCOM (never heard of CISAS, but I'll try that too). I've almost been tempted to drive myself to their headquarters to speak face to face to someone who will really help.
We'll definitely cancel our tiscali account and would not recommend it to anyone.
I can't ring them again as I keep going in circles, I'm just about to ldge a complain with OFCOM (never heard of CISAS, but I'll try that too). I've almost been tempted to drive myself to their headquarters to speak face to face to someone who will really help.
We'll definitely cancel our tiscali account and would not recommend it to anyone.
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The latest in my saga with TalkTalk is that they are conveniently claiming that they have no records of my account (well they still take money from my bank account!) and also fail to pass any details onto Open Reach for them to repair my line. In addition I can no longer access my email account and therefore can't view my TalkTalk bills. To add insult to injury, Mr Lawrence has gone off to be trained (in what I wonder....customer relations?) and has not left alternative contacts to resolve my problems. After five months of this nonsense, my patience is exhausted and I have contacted Ofcom who have informed me that their complaint system has changed and I must now write to the Customer Liasion Manager at TalkTalk (funny, I thought I had already done this!) and give him a further five working days to respond (by which time they will have dreamt up another name to contact no doubt). So for anyone thinking of making a complaint, the name at present is:
Gareth Gilmour, Customer Liaison Manager, TalkTalk Group, PO Box 344, Unit 19, Southampton, SO30 2NP or email at CLM@cpwplc.com
I'm afraid that in conversations with Ofcom and Otelo I am left wondering whether it is a matter of the tail wagging the dog, they both seem to be hog-tied with rules and regulations that favour the service provider over the customer.
Talking to friends with other service providers, it seems they fare no better.....maybe this is the beginning of a major communications meltdown in the same way that the banking system has just collapsed?
Gareth Gilmour, Customer Liaison Manager, TalkTalk Group, PO Box 344, Unit 19, Southampton, SO30 2NP or email at CLM@cpwplc.com
I'm afraid that in conversations with Ofcom and Otelo I am left wondering whether it is a matter of the tail wagging the dog, they both seem to be hog-tied with rules and regulations that favour the service provider over the customer.
Talking to friends with other service providers, it seems they fare no better.....maybe this is the beginning of a major communications meltdown in the same way that the banking system has just collapsed?
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TalkTalk doesn't talk to a - 1-Oct-10 08:16
If you are still getting bills from Tiscali or TalkTalk, ring Ofcom to complain on 020 7981 3040.
Ofcom has announced it has launched an investigation into whether the TalkTalk Group is ripping off consumers by over-billing, but it needs statements from consumers to build a case (see http://stakeholders.ofcom.org.uk/enforcement/competition-bulletins/open-cases/)
Ofcom has announced it has launched an investigation into whether the TalkTalk Group is ripping off consumers by over-billing, but it needs statements from consumers to build a case (see http://stakeholders.ofcom.org.uk/enforcement/competition-bulletins/open-cases/)
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