Problem with Toucan!

[stadium_arcadium]

Hi all, ok, will start from the beginning.....

About 6 months ago I signed up with toucan and paid them for line rental (cheaper than BT) and calls, via DD. We kept BT as our broadband provider as the service is excellent. No problems up until Dec 21st, when we discovered our internet and line were not working. Hubby rang Toucan from his mobile and they said there was a problem with the line and it would be fixed in 2 days. On the 23rd still nothing, rang them again, said it would be fixed on the 28th. That date came and went, and after numerous calls and false dates we realised that Toucan could not actually do anything regarding the line as it belongs to BT. BT refused to speak to us as we didn't pay the line rental to them (even though we pay them for broadband) I realised that if I rang my home land line I could speak to a guy who lives up the street from us!!!!!!! He (being a BT customer) was able to tell me that BT were gonna fix the line on the 4th Jan, which they duly did.

So, we had no land line and no internet connection all over xmas and New Year, not on at all. (16 days in total) None of our family wanted to call our mobiles, so between us my hubby and I spent about £50 more on our mobiles than we would have normally done!! We are totally unimpressed with Toucan! How could they say they provide a service when all they are are a 3rd party!?!

I have been trying to put together a complaint letter, plus I would like to try and claim some sort of compensation for the money we spent on our mobiles, but I am struggling, am useless at things like this. The fault was initially BT's, but as I said, Toucan were in no position to help at all and kept giving us reconnection dates which they must have taken off the tops of their heads, as they had now power over it at all. If anyone has any advice I would be very grateful

Thanks in advance.

[buzby]

As you are not a BT customer, your complaint is with Toucan, but I don't think their compensation scheme is as good as BT's. Toucan will be first point of contact as you are their customer, and technically BY are correct, they have no relationship with you and will not enter into correspondence. There is a slight complication with regard ADSL BB, but as this is a carrier-based service, it again falls on Toucan to ensure the physical line is in order to permit BB, so BT BB could say it was not their fault Toucan had not advised their service agency to permit the repair of the line. This is one of the downfalls of so called 'virtual' operators.

[stadium_arcadium]

Thanks for your reply Buzby, I had intended on directing my complaint to Toucan. I am after some help composing a letter as I'm not sure where I stand regarding compensation for our mobile calls. I will do some research on the net about them, see what I can come up with.

Thanks again

[vandermerwe]

Hi Stadium-Arcadium.

Did you ever get anywhere with Toucan?

They have driven me just about nuts since last Thursday when I implemented what I thought would be a change of my existing broadband to another telephone line placed, quite literally, 2 metres away in the same room, of the same house.

I don't know who are the worst - the untouchables I can't understand or the Irish who always come over as belligerent - they should be British politicians rather than call centre staff who will never answer a direct question with a direct answer.

Regards.

Van

[toucansucks]

If anyone is trying to get anything from TOUCAN including any kind of reasonable service then GOOD LUCK, its easier to use two cans and a piece of string. If you want some info which will get a result email me at toucansucks@aol.com All I ask of you is that you explain your problem in the email.