How to cancel contracts

[greekstalion]

Hi

 

This thread is for advise for how to cancel a contract that is brocken by the ISP.

 

As an IT engineer I get alot of stories of bad ISP service. The latest of a my wife's side family member.

 

Her son moved back to her house and installed Tiscali because he wanted broadband for his job.

He left and transfered the connection. So the friend (no IT knowladge) choose Tiscali because her son had it. She did not know that SKY, she already have the full TV package, offer broadband and free calls.

 

She got free phone calls in UK and broadband for ~£10.

Since the connection most of the days her broadband in not working (she use skype to call her dauhter in USA) and the telehone line play up.

 

Today I called her and it rung 5 times and then nothing, the line was live but she could not answer. On my side I could only hear the line live, no VM or anything else until I put the phone down. She try to call me back and I could not hear her. I dialled 1471 and it was her number. After I put the phone down she called me back and we could speak. She has to call the same twich to be able to speak. The first time she can not hear or heard by the other side.

Broadband does not allow her to sent or receive emails from Tiscali from her Tiscali connection. The PC freezes when she clicks her email icon.

Someone else tried with Yahoo email and workes fine. I tied her account on my PC and and works ok. She took the laptop (new laptop from PCWorld) back to PC world and they have tested it and there is no problem.

 

So she can not get reliable phone service.

She is an old lady, over 75, with Diabities and other medical conditions and she need to have 24/7 telephone service that she can contact the emergencies services if she needs, not to have to dial twice 999 before she can get through to them. She never had a problem with BT before she installed Tiscali.

The broadband service is up and down all the time.

She only use it for SKYPE and email to contact her daughter in USA. She can not do this reliable either.

 

The question?

 

What is the best way to cancel this contract?

I advised her to contact them in writting with her compain and allow them 28 days to fix the problems. Also include in the letter that if the problem is not fixed to inform them that she will be cancelling her DD and cancelling the contract because all this time the company broke the contract with her by not providing the service they said they will give her.

 

If the Tiscali pass the contract to Dept Collectors and she refuse to pay, are the Dept Collectors have to go to Court to be able to recover the money? If they do is the Court have to inform my friend so she can defent the case in court?

Or is another way where the dept collectors can get a court order gainst her without a hearing?

 

Just for your info. The case is not for the money, she has plenty of it to put a solicitor to defent her in court, she is just upset that Tiscali has not offer a service and when she call them with the problems they try to blame her PC or BT.

 

Thanks for any advise

[IdaInFife]

How long has she been with tiscali?

 

 

 

Idax

[greekstalion]

2 months

[IdaInFife]

I think you should get a stong minded letter off advsing off all the problems and wanted sorted within 28 days.

 

 

 

Idax

[th3joker]

Not meaning to sound condescending and I am sure if you are an IT Engineer you may well have thought of this but..

 

Do you have access to her house?

 

It sounds to me like a micro filter problem rather than a phone line problem.

 

I would investigate all the telephone points in the house and check that they have working micro filters on them, at least if you haven't already done so.

 

It may explain why she is having the internet going up and down all the time and calling problems thrown into the mix too.