I am in a battle with Tiscali over there actions.
I wrote an email to Tiscali on 04/05/2009 03.47 PM
I am writing in regards to the problem with my Cancellation. After speaking to many advisors over the phone, I was advised that I will have to cancel my line rental and my calls with them as the company changed there policy to install lines at new address.
After reading your Terms and Conditions I found that
12.4 You may end your contract with us for the Services at anytime if: 12.4.1 you move to a new address to which we cannot provide the Services. In such case you must contact us in advance by telephone (please see condition 13 "Contacting us") and produce written proof of your new address;
I get my line rental, my calls and my broadband service with Tiscali and Tiscali wont be providing me any of these services at the new address.
I am willing to keep the broadband service only with Tiscali if that is provided at a discounted rate as I wont be getting line rental and calls and I incurred charges to get Tiscali installed at my old address and wil have to pay BT to install a new line at my present address.
Hope to hear from you soon.
I got a reply this morning
Response (Sheena Go)05/05/2009 06.23 AM
Thank you for contacting Tiscali Customer Support.
I understand that you wish to cancel your telephone services yet keep your broadband account to your new address.
In order to cancel your telephone service, please be advised to contact our dedicated Cancellations Team on 0845 077 4488 and select option 1. Lines are open from Monday to Friday 9am-6pm and calls are charged at local rate.
Also, If you wish to transfer your broadband service to your new address, you may contact our Moving House department on 0871 222 3311.
Rest assured that your monthly charges will be discounted once desired package has been applied.
Tiscali strives to provide you with an efficient service and in this case, we have been unable to do so, and I wish to apologise for any inconvenience caused by this matter.
If you have any further queries, please do not hesitate to contact our Customer Care Team on 0871 222 3311, option 2. Lines are open 8am to 9pm, 7 days a week. Calls will be charged at 10p a minute (from a BT landline. Charges from other telephone providers may vary). Calls from a Tiscali Talk landline will be charged at the lower rate of 5p a minute.
Alternatively, you can contact us through our website at http://www.tiscali.co.uk.
Sheena Monria Go
Tiscali Customer Relations
After speaking to cancellations this morning they refused to put any discounted price and said that after cancelling line rental and calls I will still have to pay £14.99 just for the broadband.
I have now written back to Tiscali online
Customer (NAME)05/05/2009 06.19 PM
Further to yuour response that discounted rates will be applicable, I rang cancellations department and they refused to put any discount and were probably the most unhelpful people I ever spoke to.
I have now ordered a new BT line and O2 broadband service.
I am now writing to cancel my account with Tiscali under terms and condition clause 12.4 You may end your contract with us for the Services at anytime if: 12.4.1 you move to a new address to which we cannot provide the Services. In such case you must contact us in advance by telephone (please see condition 13 "Contacting us") and produce written proof of your new address
According to this clause I will not have to pay for any cancellation fee whatsoever.
If Tiscali continues to charge me the subscription I will have no option but to inform local Trading Standards about your actions.
Now I dont know what to do as their online people promised a discounted rate broadband and I got a new BT line at this address. After this call I have also ordered O2 broadband at new address and NEED HELP ON WHAT TO DO TO GET RID OF TISCALI ?