Tiscali and BT, both blame each other....
Discussion
Just been speaking to the OH who is in a bit of a pickle, having just moved into a brand new basement flat.
Tiscali have sold my OH a broadband package (12 month deal), without checking properly if they are connected to the outside world, tiscali said they were, OH has now found out that the flat, whilst it has a telephone socket, it doesnt actually hook up to anything.
So she speaks to Tiscali, who say that they dont do new connections anymore, but she should speak to BT.
So she spoke to BT and they refuse to do a new connection without her signing up for 12 month package, which she doesnt want, she just wants the cable hook up to the exchange.
She speaks to tiscali who will not let her cancel their package without paying for the whole 12 months in a lump sum and they cant help her and are just passing her between sales and marketing, but neither have an answer.
So now she has 2 options:
1) cancel the tiscali package and pay it up front for cancelling and go with BT, which she is refusing to do.
2) Keep tiscali package and pay bt £125 for connection charges and then be forced into a BT package as well.
God only knows how long it will be before she actually gets internet acess again, but from my dealings with them both it was 6 weeks...
If she happens to explain all this in a nice email to a high up bod at tiscali, that she was sold a product and had the line checked only to find there is no connection and she cant get out of the deal now, would they refund her the money she is now paying for a product she cant use? anyone know where i can get high up bods email address?
Anyone else know how she can get internet access without this much hassle?
Or anyone actually been through the above and know of a solution?
Tiscali have sold my OH a broadband package (12 month deal), without checking properly if they are connected to the outside world, tiscali said they were, OH has now found out that the flat, whilst it has a telephone socket, it doesnt actually hook up to anything.
So she speaks to Tiscali, who say that they dont do new connections anymore, but she should speak to BT.
So she spoke to BT and they refuse to do a new connection without her signing up for 12 month package, which she doesnt want, she just wants the cable hook up to the exchange.
She speaks to tiscali who will not let her cancel their package without paying for the whole 12 months in a lump sum and they cant help her and are just passing her between sales and marketing, but neither have an answer.
So now she has 2 options:
1) cancel the tiscali package and pay it up front for cancelling and go with BT, which she is refusing to do.
2) Keep tiscali package and pay bt £125 for connection charges and then be forced into a BT package as well.
God only knows how long it will be before she actually gets internet acess again, but from my dealings with them both it was 6 weeks...
If she happens to explain all this in a nice email to a high up bod at tiscali, that she was sold a product and had the line checked only to find there is no connection and she cant get out of the deal now, would they refund her the money she is now paying for a product she cant use? anyone know where i can get high up bods email address?
Anyone else know how she can get internet access without this much hassle?
Or anyone actually been through the above and know of a solution?
Flat is a brand new basement conversion.
Tiscali said that the house is hooked up, but it was explained its 3 flats now and they still say that it was hooked up when they bought the package. Its only a week later when they found out they were not hooked up to anything that the situation appeared.
Landlord doesnt mind paying the £125 for the connection for BT, its just that BT then say that you must buy a package for 12months too, otherwise they will not hook you up.
Tiscali said that the house is hooked up, but it was explained its 3 flats now and they still say that it was hooked up when they bought the package. Its only a week later when they found out they were not hooked up to anything that the situation appeared.
Landlord doesnt mind paying the £125 for the connection for BT, its just that BT then say that you must buy a package for 12months too, otherwise they will not hook you up.
Dupont666 said:
Flat is a brand new basement conversion.
Tiscali said that the house is hooked up, but it was explained its 3 flats now and they still say that it was hooked up when they bought the package. Its only a week later when they found out they were not hooked up to anything that the situation appeared.
Landlord doesnt mind paying the £125 for the connection for BT, its just that BT then say that you must buy a package for 12months too, otherwise they will not hook you up.
thats pretty standard. Bt own the phonelines so you have to lease the line for tiscali to use. Clever system where bt is concerned.Tiscali said that the house is hooked up, but it was explained its 3 flats now and they still say that it was hooked up when they bought the package. Its only a week later when they found out they were not hooked up to anything that the situation appeared.
Landlord doesnt mind paying the £125 for the connection for BT, its just that BT then say that you must buy a package for 12months too, otherwise they will not hook you up.
It sounds like she is going to be paying BT for the line rental and Tiscali as her ISP? I can't see what's unusual here?
I'm not sure how Tiscali could have sold an internet package without there being an active line to apply the service to, but I'm probably missing something.
I'm not sure how Tiscali could have sold an internet package without there being an active line to apply the service to, but I'm probably missing something.
Edited by Civilian47 on Monday 27th October 17:49
Dupont666 said:
tiscali said they were, OH has now found out that the flat, whilst it has a telephone socket, it doesnt actually hook up to anything.
I wouldn't pay them anything/another penny. Go with BT and when Tiscali moan about non payments, tell them they were not providing what they said they would, so f
k off. I don't think they'll try too hard.Go to your bank about reversing anything you've already paid to tiscali, and don't take no for an answer from your bank. If you made the payment by credit/debit card they can reverse it, although the people you get on the other end of the line seem to need a lot of convincing.
You are allowed to do this if tiscali were not providing you with what you are paying for.Dupont666 said:
So there is nothing she can do except cancel tiscali and join BT and then try and get a refund off tiscali for not checking properly when they sold her the package?
So i take it this just happens in new flats/houses were BT feck them over for the first 12 months?
I think you'll be ok under the supply of goods and services act.So i take it this just happens in new flats/houses were BT feck them over for the first 12 months?
Tiscalli appear to have mis-informed you (unless I mis-undestood). Therefore they cannot provide the service you would be paying for.
Job done. If not, small claims.
she is currently paying for the tiscali package which is broadband and telephone (line rental) and now BT also want line rental.
She has option 2 from this:
http://www.tiscali.co.uk/products/talk/?code=ZZ-NL...
and now they find out they have no actual line, BT want their chunk of flesh, which i think is unfair, but how can she sort this out?
Must point out that she doesnt want to go with BT at all, thats why she was using Tiscali.
She has option 2 from this:
http://www.tiscali.co.uk/products/talk/?code=ZZ-NL...
and now they find out they have no actual line, BT want their chunk of flesh, which i think is unfair, but how can she sort this out?
Must point out that she doesnt want to go with BT at all, thats why she was using Tiscali.
Edited by Dupont666 on Monday 27th October 18:03
Dupont666 said:
she is currently paying for the tiscali package which is broadband and telephone (line rental) and now BT also want line rental.
She has option 2 from this:
http://www.tiscali.co.uk/products/talk/?code=ZZ-NL...
and now they find out they have no actual line, BT want their chunk of flesh, which i think is unfair, but how can she sort this out?
Must point out that she doesnt want to go with BT at all, thats why she was using Tiscali.
Ah right ok not sure whatBt are playing at. They have no claim to demand line rental if she is renting the line through tiscali. All they can charge for is the £125 connection fee.She has option 2 from this:
http://www.tiscali.co.uk/products/talk/?code=ZZ-NL...
and now they find out they have no actual line, BT want their chunk of flesh, which i think is unfair, but how can she sort this out?
Must point out that she doesnt want to go with BT at all, thats why she was using Tiscali.
Edited by Dupont666 on Monday 27th October 18:03
Basically to have broadband you need to "rent" a phoneline from someone. This does NOT need to be BT your isp can supply you with a phone line and broadband so you dont have to pay bt anything.
Tell your other half to tell BT to f off.
Pay the £125 connection charge and nothing else.
basically call Bt tell them you need the line connected but thats all.
Then call tiscali and tell them the line is connected.
Thats it. That simple.
Tell your other half to tell BT to f off.
Pay the £125 connection charge and nothing else.
basically call Bt tell them you need the line connected but thats all.
Then call tiscali and tell them the line is connected.
Thats it. That simple.
Is your OH renting? if so there is a way of getting out of it!!! get her landlord to write a letter refusing her permision to have the line installed, at that point they have to cancel and nothing is to be paid as contract neber comenced and without the LL allowing it there is nothing they can do.
HTH
Matt
HTH
Matt
jimmyb said:
Basically to have broadband you need to "rent" a phoneline from someone. This does NOT need to be BT your isp can supply you with a phone line and broadband so you dont have to pay bt anything.
Tell your other half to tell BT to f off.
Pay the £125 connection charge and nothing else.
basically call Bt tell them you need the line connected but thats all.
Then call tiscali and tell them the line is connected.
Thats it. That simple.
Straight from the BT website:Tell your other half to tell BT to f off.
Pay the £125 connection charge and nothing else.
basically call Bt tell them you need the line connected but thats all.
Then call tiscali and tell them the line is connected.
Thats it. That simple.
Please note that some properties (for example, new property developments) may have a white BT socket installed which has not yet been connected. In this case the standard connection charge of £124.99 will also apply. This fee covers engineering work in your exchange or your property in order to connect the line. Once you have placed your order, we'll confirm if the charge applies and it will be added to your first BT bill. If you call us to order we can also discuss the option of spreading the cost of the connection charge over 12 months.
All reconnections are subject to a credit check, as a result of which customers may be required to pay a deposit. A minimum term of 12 months will apply to the line rental.
So i guess she has to have BT and just deal with Tiscali via small claims if they dont refund her immediately.
bimsb6 said:
jimmyb said:
Basically to have broadband you need to "rent" a phoneline from someone. This does NOT need to be BT your isp can supply you with a phone line and broadband so you dont have to pay bt anything.
not true ,unless the exchange is llu enabled 
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