I've just stepped into this nightmare too. Whenever I phone nobody seems to know what's supposed to happen, what they are meant to do and what's going on. I get different answers every time.
When I first called I was told someone from sales would call me within 48 hours to arrange installation. Nobody called so I phoned again only to be told I had to call Tiscali sales. Did that, told that was wrong and to call the Homechoice moving department again.
Called the Homechoice number and was told that I shouldn't have been told 48 hours, that there was a backlog because of the migrations from the HC platform to Tiscali and that someone would call me within the next two weeks! I questioned this and asked if it takes someone two weeks to phone me, won't it then take up to another two weeks to get connected and installed, leaving me a month without service? Apparently in the meantime the necessary arrangements will be made with BT but I'm not so sure I believe this. Also didn't inspire confidence that although I'd given them a moving out date, service at my old address was still active, I was still paying for it and bills would have been sent there. Got that sorted now. I did say that I was strongly considering cancelling and moving to Sky but the woman was unmoved. Why should I, a long standing customer now without service, be put in the same queue as people who are being migrated whether they want to or not? I'm not surprised Tiscali are losing former Homechoice customers if this is how they carry on.
Arse, elbow, left hand, right hand etc. Think I might phone again and see if I get told something else!
Can anyone here (MK_Brett?) provide a definitive answer as to how the process is meant to work? Am I better off just ordering from scratch as a brand new customer? (Although the £30 set-up fee discourages me from doing this).