[Jenista]

Hello,

I wanted to write and warn anyone who tries to alter their Sky By Wire package not to do so if there is a major sporting event coming up!!

I called up on 1st July to order a Tiscali+ box and change my Sky By Wire subscription from Sky Sports and Movies to just Sky Sports.

The typically uninformed gentleman on the other end of the phone placed this order for me but declined to mention that as I did not have an external aerial, I would only be able to use a limited amount of the features of the Tiscali+ service and would not be able to watch another channel whilst recording. Had he given me this information there and then I would not have gone ahead with the order until I knew if I could work around this problem.

He also told me that he had cancelled my Sky Movies subscription and that I would just have the full Sports package. I asked him to double check this and ensure that there were no problems (and no break in service likely) as I wanted to watch the Lions test at the weekend and then the Ashes from the following Wednesday. He laughed at me doubting this and confirmed that all was well.

The engineer came to install my Tiscali+ box on the Friday evening and expressed tremendous surprise that I had not been informed about the problems that having no external aerial would cause me. It was too late to call customer service by this point so I did so first thing on the Saturday morning.

Just before I called I noticed that where my beloved Sky Sports should be there was an annoying blue screen that told me that I did not currently subscribe and that I should call customer services to upgrade. Thus started an endless series of conversations with the willing but helpless customer service representatives of Tiscali. After a weekend of being told something different by every operator I spoke to, on the Monday I was assured that my case had now turned from a wrongly place order into a fault and had been passed on to the Provisions Team. I was assured that this was the highest level of help that I could be afforded and that it was in their hands. There was nothing else that could be done.

It is now over two weeks since my Sky Sports package was removed in error and I still have no service. I have missed one and a half Ashes tests and cannot cope with speaking to Tiscali any more. Every time I called I asked for a note to be placed on the file to register my annoyance and continually asked for someone to help me get to the bottom of this mess. My case remains with the Provision Team and other than making filenotes about my calls no one can tell me what is happening, how long it will take to fix and why is has already taken so long.

To learn from their website that they had recently been given an award for customer service makes me think that it must have been in an ironic sense or as some kind of joke. I have yet to have any dealings with them on any order or query that has not gone wrong. And there is no one who can help me apparently. Presumably because these experts who work at the highest level in the Provision Team cannot deal with the vast numbers of cases that get put their way by the ineptitude of Tiscali.

I was also assured that every report to the Provisions Team gets sent to head office on a daily basis and they take these cases very seriously. Which begs the question, how long would it take to fix something they didn't take seriously.

I am disgusted by the level of service that I have received and would caution anyone who deals with them to be very careful if you change your Sky By Wire package. They will remove it and reattach it but not bother to tell you if there is likely to be a break in service - even if you ask them directly. The customer service and technical operatives are always pleasant, especially Terry who is frankly sick of speaking to me, but have their hands tied by not being able to give you any updates.

Thank goodness for Test Match Special on the radio. Tiscali, if only I were able to have Sky in my flat…

[parthena]

Requirements for multi-recording are clearly stated on the Tiscali+ details page:

http://www.tiscali.co.uk/products/tv...cali-plus.html

However - deepest sympathy on losing Sky Sports, particularly at such a "crucial" time

parthena

[vangeezer]

Quote:

Originally Posted by parthena

Requirements for multi-recording are clearly stated on the Tiscali+ details page:

http://www.tiscali.co.uk/products/tv...cali-plus.html

However - deepest sympathy on losing Sky Sports, particularly at such a "crucial" time

parthena

Yep, seems pretty obvious to me,a little research goes a long way.

[michaelalanr]

This is why i always manage my account online. You can add and remove channels and services (including the Sky Channels) in the "Change My Package" section of Tiscali's website. (https://www.tiscali.co.uk/members/my...e/upgrade.html)

Mike

[MK_Chris]

Hi,

I can understand your situation - I am suprised however that you have not been updated if this is now a high level complaint. PM me your number and I'll be more than happy to take a look,