Early in 2007 I moved house and registered with Tiscali for their 8meg ADSL package. Line tests confirmed that I could get up to around 6-7meg speeds. However, after waiting longer than required for the line to become active, I found that I could only achieve an average of 2mbps. Numerous emails to Tiscali failed to resolve this, each time I was fobbed off with pre-scripted bullshit and excuses.
Then back in September I moved again. I put in a transfer request for Tiscali to transfer my account. This is where it gets fun. Not only did it initially take a month to transfer my account from one phone number to another. Tiscali managed to fail epically at providing me with my account; instead they - somehow - managed to reactivate my Pipex account on a completely different phone line! (Tiscali took over the very reliable Pipex not so long ago :() With this problem in hand, Tiscali then canceled my account transfer and reapplied it, meaning the whole process began from scratch - and now 2 months without the Internet. A point to note: when transferring between ISP’s if you request a MAC (Migration Authorisation Code) transfer code, the whole process should only take a few hours. By law, an ISP must provide a MAC code when requested within 5 days.
Every phone call to Tiscali support was re-routed to India/Pakistan (somewhere in the far East) and Asian phone operators with fake English names, like Troy and Adam, and pre-scripted responses to anything you ask them. Tiscali’s customer service is second to none - none being none at all.
When it was finally resolved and the line active, I began to recieve a steady 2mbps connection on a line that has been tested to support far more. Now, in January 2008, I am currently receiving 0.3mbps. I am still paying for 8mbps.
I urge anyone looking to register broadband in the UK to avoid Tiscali at ALL costs. You may pay a little more to other ISP’s, but it will benefit you greatly in the long run. I also ask you to look up some of the Problems with Tiscali on Google, in particular this message board post about Tiscali connections dropping out.
The Gadget Shows website has a Broadband Speedtest you can run to see what connection speeds you are actually getting. They also have a feed back form on the same page. If you have a Facebook account, you can join the Facebook Group “Broadband Truth Campaign“.
If you are currently a Tiscali customer having problems, please barrage their support service with notices about your dissatisfaction at this email address , the more we complain the more chance something might be done. If you feel that Tiscali are in breech of contract, you can contact Trading Standards here. Also, check out The Great Tiscali Swindle, where you can submit and read some of the problems that Tiscali users are facing.
Edit: 8meg to 0.3 still, all emails and complaints, support requests ignored for the last 4 months or so. Anyway, kudos to Richard Wilson on the Facebook group Tiscali Schmiscali for the following contact details. More higher level contacts to come.
Tiscali head office:
Tiscali UK Limited
20 Broadwick Street
London
W1F 8HT
0207 0872000
You can also register a complaint with the ISP Review website but please note that they are not an official body, but your complaints help to highlight the problems faced when dealing with Tiscali.