Tiscali Overcharging

DrAndy · 7th August 2006, 15:58

Hi,
I've just realised that when I upgraded to broadband with Tiscali they kept charging me for dial up, this happened 10 months ago and comes to 119.90. I spoke to their billing who said I should have contacted earlier and they will only pay back 3 months. Can they legally do this and would I have a chance in the small claims court?

Rob S · 7th August 2006, 16:10

Tiscali customer services varies enormously depending on who you speak to. I would write into their customer service centre at Milton Keynes. Alternatively, phone their head office. I don't know the number but the address is:-

Tiscali,
20 Broadwick Street,
London,
W1F 8HT.

The number is available via directory enquiries. When you get through, take the option to speak to the operator then ask to speak to the high level complaints team. I did that a couple of months ago when I was getting the run around and I found them to be very helpful.

DrAndy · 7th August 2006, 18:22

Thanks for reply.

I think you're thinking of general complaints. They have flatly refused to put me through to high level complaints and say all I can do is write, which I have done.

The initial query was has anyone any experience of taking things like this to the small claims court and would anyone know what chance I have?

Rich44 · 7th August 2006, 18:26

Make a complaint to OFCOM, in the meantime call and demand to know what their ADR procedure (Alternate Disput Resolution) every ISP has to have one or OFCOM kick them around till they do so try that route if they refuse to disclose it tell OFCOM (you could also record the conversation)

Rob S · 7th August 2006, 18:34

I had the same problem with their customer service, so I took matters in my own hands and phoned HQ who then put me through to high level complaints. Once through they were very sympathetic and helpful. Its worth a try. Their number is 020 7087 2000. You will get a number of recorded announcements first, but listen to them and then choose the option of speaking to the operator. Once through, ask to be put through to the high level complaints team.

robert_harper_2000 · 8th August 2006, 11:34

I noticed they had reduce their broadband from £17.99 to £14.99 I phoned them up to make sure I would be on cheaper tariff ( which I wasn't - loyalty doesn't pay ). Bill came in at £17.99 I complained next month again £17.99. I complained and explained I would dispute the transactions and that I was a loyal customer bla bla and they shouldn't be risking their customers when their is a price war on lol. Bill came in at £12.26

Who knows what next month will come in at

Just persist - in the end we win!

Rich44 · 8th August 2006, 12:26

Just be careful as the lower tariffs are usually for new customers on a 12 month contract so they may have stuck you on one to get that rate.

I know its unenforcable if they didnt tell you that but its hassle best avoided tho

robert_harper_2000 · 8th August 2006, 20:00

no I explained I was concerned about this and was told not a problem - I would fight it anyway! lol

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