Over a year ago I’ve decided to switch my ISP (Internet Service Provider) to Tiscali.
After receiving the hardware (modem and filters) and once I’ve made my first phone call to Tiscali, it appeared clear to me that this was one of those decisions you regret for a long time.

After 2 months of spending hours on the phone, trying to get the internet connection sorted out by Tiscali I asked them to cancel my contract for all services with them.
Because after 2 months trying, they couldn’t provide me with the service I could cancel the contract without paying the remaining months (contract was for 12 months).

I’m running a small web development business and my work heavily relies on the internet connection – so you can try to imagine that every time I’ve done some work I had to go to the Internet Cafe to upload files to the server etc. – NIGHTMARE!!!

This time I was absolutely desperate for the GOOD service – so I’ve decided to take the highes business package directly from BT – and after 1 year being with them I’m really happy with the service.

The problem which I’ve realised most ISPs have is that majority of them rely on the BT (British Telecoms) telephone line, and whenever there is a problem with the internet connection they always blame BT – solving problems obviously takes much more time, because they have to contact BT in the first place.

Anyway – it would be just a short dissapointment with Tiscali and I would most probably forget that the whole thing has happend – but Tiscali clearly doesn’t want me to.

A few months after terminating my contract with them I’ve received several letters which were saying something about outstanding balance – when I know for sure that there was nothing left to pay when I canceled my account with them.
Every time I’ve received this kind of letter I was calling Tiscali to clarify what’s happened and why am I getting this kind of letters even thou my account has been canceled months ago and the outstanding balance paid in full.

Every time I was assured that it was sent by mistake and that my account is closed and to simply ignore these letters.

On the 9th July 2008, surprisingly – I have received another letter from Tiscali saying:

We are writing to you to inform you that your last payment to Tiscali was rejected by your bank, building society or credit card provider.

In order to ensure your service continues without interruption, please call our Customer Billing Team to make payment and to confirm your Direct Debit or credit card details as soon as possible on 0871 222 3311. Lines are open 8am to 9pm, 7 days a week.

If we do not hear from you, we may take further action to recover any outstanding amounts.

If you have already made payment to us in the last 3 days, please ignore this letter.

Thank you for your assistance in this matter.

Tiscali UK Billing Team

The first thing I’ve done after reading this letter was to call Tiscali right away.

Again – I’ve got exactly the same information as before – there’s nothing wrong, account is closed and don’t worry – simply ignore this letter.

So I did, but two months later – exactly on the 9th of October 2008 I received the letter with exactly same content – the only difference was the date printed at the top – like those spam emails you’re getting every day.

So – another phone call with the same answer. It really started drive me mad – why are they allowed to send you these kind of letters and there’s no one to solve this problem because apparently – there’s nothing to be worry about.

This time I’ve decided to write the letter to the manager explaining the situation and giving the names of the service representatives with dates and times of the phone calls – as after a first few letters I started keeping track of my phone calls with them.

On the 29th October I received the response letter which reads:

Thank you for your letter dated 15th October 2008.

We apologise for the inconvenience this issue may have caused you.

Please note your Tiscali Talk account remains active. If you wish to cancel Tiscali Talk and ensure you have continued telephone service, we must ask you to contact your new provider to have the Carrier Pre Selection (C.P.S) – the system that automatically routes your calls through a specific network – moved to that supplier.
This can be done easily by contacting British Telecom (B.T.) or your chosen new supplier. When you have a go live date from your new supplier, please contact our Tiscali Talk Cancellation Team on 0845 077 4488 to complete the process.

We apologise for this involved process but this will ensure you have continuous telephone service.

If you have any further enquiries, please do not hesitate to contact our Customer Care Team on 0871 222 3311 option 3. Calls from a Tiscali Talk landline will be charged at 5p per minute. Calls from British Telecom (B.T.) landline will be charged at 10p per minute. Charges from other telephone providers may vary.

Alternatively, you can contact us through our website at www.tiscali.co.uk.

Yours Sincerely,

I was just absolutely shocked and really angry at this point.

I picked up the telephone and first called BT , asking them whether it is possible that I could have 2 service providers on one telephone line and the answer is obvious – NO.
And the only company which supplies me with the telephone line and service is BT – there are no other services on this line.

Then I called Tiscali and they’ve told me that there’s NOTHING TO BE WORRY ABOUT – can you believe it?

On the 12th November I’ve received another letter – this time it was NOTICE OF SUSPENSION which reads:

Outstanding Balance: £3.86

Despite our previous correspondence the above balance remains unpaid on your account.

In order to prevent suspension of your service, please contact our Collections Team on 0871 221 0015.

We now offer our customers the option to pay by our secure automated payment system. To use this facility, you can pay by debit / credit card by dialing 0871 221 0015 and Selecting Option 3.
Simply follow the instructions when prompted and please have your card details ready to complete the transaction. This service is available 24 hours a day.

Should your account not be paid in full your details will be passed to a Debt Collection Agency for further action. This may result in additional costs to your and may also affect your future credit rating.

If you have made payment within the last three working days please ignore this letter.

Thank you for your assistance in this matter.

Now – this was just over the limit. I’ve called the number they’ve given me and paid the outstanding balance of £3.86 and aked whether my account is now fully closed and I won’t get any more letters of any kind from Tiscali. I’ve been assured that my account is copletely closed now.

However, on the 18th December 2008 I’ve received the following email from Tiscali:

Dear Member,

Your Tiscali bill is now available for you to view online.
— TO VIEW YOUR BILL —
1. Visit the My Account area: http://www.tiscali.co.uk/myaccount
2. Select the “View Your bill” option within the Billing & Usage box3. Login using your Tiscali email address and password

If you have any questions about your bill simply visit our new Billing Help page for help and advice: http://www.tiscali.co.uk/bill

Information regarding VAT reduction
The Chancellor has reduced the VAT rate from 17.5% to 15% from 1 Dec 2008 for 13 months. We are pleased to pass on this reduction to our customers and all bills from 1st December reflect this change
— PAYMENT DUE DATES —
If you pay by credit card the amount due will be collected on or after the 2nd January 2009.
If you pay by direct debit, we will collect the amount due on or after the 7th January 2009.
Payments for last month will only be shown on this month’s bill if received before 9th December 2008.
— ARE YOUR PAYMENT DETAILS CORRECT? —
Please also make sure your payment details are up-to-date by logging into the My Account area to ‘check or update payment details’:
http://www.tiscali.co.uk/myaccount
If you have any further billing queries, please call us on 0871 222 3311 and an agent will be happy to help you. Lines are open 8am to 9pm, 7 days a week.

Kind regards,
The Tiscali Team

You can’t possibly imagine how angry I felt. It’s just like talking to someone who doesn’t understand what you’re saying.

I made another phone call – this time half way through the conversation I’ve decided to record it so that you can hear exactly the nonsense you can get from Tiscali support representative.

Here it is (click the play button to hear the conversation):

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