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Customers switching from HC Tiscali to New Tiscali
unhappybunny
16-12-2007
Hi has anyone so far successfully completed this change? Mine should be taking place tomorrow, with the new Tiscali Plus box being installed between 8 and 12noon. I have a few q's for anyone who has already done it..
[LIST][*]Does you're HC email addy still work? And can you access you're emails still from this (either on webmail or Outlook(express))[*]Did they remember NOT to charge you the £30 set-up fee[*]Did you're old service cancel automatically or was there any problems with this (ie receiving invoices for both old and new Tiscali)[*]Was there any interuption to either TV/Net or Phone services during the changeover. So far with under 24 hrs to go I have not had any loss of service[*]Any other problems?[/LIST]
Thanks Guys
Peter We
17-12-2007
How did you get this - did they offer it to you or did you request it?

I suspect you are going to be answering your own questions.
unhappybunny
17-12-2007
Oh I just rang HC cust services and told them I am interested in upgrading to the PLUS box. They said only way is to change over by getting a MAC code and re-registering with the other Tiscali. She said it would cost £50 for plus box but no need to pay £30 set up fee because I am already a existing customer, and they are trying to get all customers switched over to make it easier. Also I asked can I keep my HC email addy she said yeh
unhappybunny
17-12-2007
My installation time is today between 9-noon
unhappybunny
17-12-2007
Well it is 11.45am... 15 minutes of my install window left and somehow I now doubt that I will be getting Tiscali + installed today that is a day taken off work for nothing!
unhappybunny
17-12-2007
Wonderful! I have never known such incompetence. Called them they said there was never an engineer booked because of an ERROR on the system! (even though I have it in writing that it was booked). Have been re-scheduled for tomorrow between 9 and 12, so will have to call in sick and lose another days pay! Thanks Tiscali.
Michael
17-12-2007
I phoned up last week and was told that everybody would be migrated to the new Tiscali contracts in January/February 2008 and that I could not apply for the new box until then.
unhappybunny
17-12-2007
It's amazing how EVERYONE gets told completely different things from Tiscali. I have been with HC/Tiscali for about 2 and half years now. Anyway I will let you know what happens tomorrow... if anything happens
k-jah
17-12-2007
Originally Posted by Michael:
“I phoned up last week and was told that everybody would be migrated to the new Tiscali contracts in January/February 2008 and that I could not apply for the new box until then.”

I just received my upgrade letter from Tiscali. I will be "upgraded" to the Tiscali system anytime between 14th Jan to 11th Feb. After I have been upgraded they say I will be on their packages and can also choose to have free line rental etc.

PS I am an old Homechoice customer, of around 4 years.
RyanL
17-12-2007
Hi,
By upgraded does it say whether you have to have the new box or the telsey box or can you stick with your old silver one.

As i'm not interested in the pvr i'll be buggered if i'm wasting my time off work just to have a working box replaced
k-jah
17-12-2007
Originally Posted by RyanL:
“Hi,
By upgraded does it say whether you have to have the new box or the telsey box or can you stick with your old silver one.

As i'm not interested in the pvr i'll be buggered if i'm wasting my time off work just to have a working box replaced ”

From the letter, it appears that they are only upgrading the network, or transferring us from the old Homechoice servers to the new Tiscali ones. The letter does not state anything about the Set Top Box's.
RyanL
17-12-2007
Quote:
“From the letter, it appears that they are only upgrading the network, or transferring us from the old Homechoice servers to the new Tiscali ones. The letter does not state anything about the Set Top Box's”

Thats cool then thanks, I think the new prices ect.. are good value just didn't want to fart about swapping boxes and altering my network.
isolator
17-12-2007
Does the letter mention anything about signing a new 12 month contract with Tiscali?
k-jah
17-12-2007
Originally Posted by isolator:
“Does the letter mention anything about signing a new 12 month contract with Tiscali?”


Unfortunatly I do not have a scanner, but here are the main points of the letter:

From 14th jan we will be upgrading you to our new Tiscali TV platform so that we can offer you fantastic new and improved tv packages with even better TV content and fab prices - including free phone line rental and free UK international calls to Tiscali top 10 destinations.

After the platform upgrade you will be able to view and choose from thenew packages available to you in the new My Account area of the Tiscali website.

We will be staggering the upgrades between 14 Jan to 11 Feb.

Your package will change slightly to come in line with the new Tiscali Tv and Talk product pricing. We assure you that we have matched it as closely as possible with your current package with absolutely no price increase at all.

We will write to you a few days before your upgrade takes place to let you know the exact date this will occur.

You will receive a new Tiscali Username and Password to use on Tiscali website. No mention of the old one being removed however.

Tiscali My account area, you will have access to update your payment and personal details, view bills, view available packages and change to and from them, and add new e-mail address all online.

There will be an outage of around 30 minutes on the day of the upgrade, to both TV and Broadband. After this outage, the STB will need to be rebooted. We will send you instructions on what to do exactly.

New Billing Details:
E-mail notifications will new be sent to your new Tiscali email address on or around the 20th of each month.
DD payments will come out on or around 6th of each month.
CC payments will come out on or around 1st of each month.

Tiscali Customer Care:
You will be issued with a new upique customer code. This will be needed everytime you contact customer support.


With all of the information contained above, it does NOT mention ANYTHING about the following:[LIST][*]New Set Box[*]Keeping old e-mail[*]Keeping Contention Ratio[/LIST]
unhappybunny
18-12-2007
I am ABSOLUTELY SHOCKED and AMAZED at the idiocy of Tiscali.

The engineer came as promised today, early even. Great I thought! He installed the new STB and Router fixed everything up, turned it all on... and nothing happened. It stuck on number four. He called his HQ or wherever and they said my line was not "provisioned" for the "new" Tiscali TV and it had not been set up at all (even though it was the 3rd of December when I received my MAC code from HC/Tiscali and ordered the "new" Tiscali)

I have to say I thought I had seen everything with Tiscali, faults lasting weeks, engineers not showing up, customer care reps not retuning calls. But this beats all that. It is amazing that they could make such a cock-up!!! I am totally disgusted TBH. Two of my friends were waiting till I got the box to see what it was like then they were going to sign up, they won't be now!

I called CS (of the new Tiscali) to ask what went wrong, after speaking to two people I got through to an American chap, who I have to say was the most helpful and polite person I have ever spoke to in HC/Tiscali ever! However basically he explained that they needed to change the service over from HC to Tiscali via BT to make it work! This usually takes upto 15 days (today is the 15th day) since the MAC request. (Because the new STB and old lil silver STB use totally different services and require the line to be set up differently)

So basically my line was not ready yet. However they still sent an engineer to install all the equipment. Need I say more?? Its like sending Virgin Media to install cable in a house which doesn't have cables running in there street! Fed up!
Peter We
18-12-2007
Why is why I, and everybody else is waiting to get the update. The exchange needs an update and that will take some time.
vangeezer
18-12-2007
Originally Posted by unhappybunny:
“I am ABSOLUTELY SHOCKED and AMAZED at the idiocy of Tiscali.

The engineer came as promised today, early even. Great I thought! He installed the new STB and Router fixed everything up, turned it all on... and nothing happened. It stuck on number four. He called his HQ or wherever and they said my line was not "provisioned" for the "new" Tiscali TV and it had not been set up at all (even though it was the 3rd of December when I received my MAC code from HC/Tiscali and ordered the "new" Tiscali)

I have to say I thought I had seen everything with Tiscali, faults lasting weeks, engineers not showing up, customer care reps not retuning calls. But this beats all that. It is amazing that they could make such a cock-up!!! I am totally disgusted TBH. Two of my friends were waiting till I got the box to see what it was like then they were going to sign up, they won't be now!

I called CS (of the new Tiscali) to ask what went wrong, after speaking to two people I got through to an American chap, who I have to say was the most helpful and polite person I have ever spoke to in HC/Tiscali ever! However basically he explained that they needed to change the service over from HC to Tiscali via BT to make it work! This usually takes upto 15 days (today is the 15th day) since the MAC request. (Because the new STB and old lil silver STB use totally different services and require the line to be set up differently)

So basically my line was not ready yet. However they still sent an engineer to install all the equipment. Need I say more?? Its like sending Virgin Media to install cable in a house which doesn't have cables running in there street! Fed up!”


Hi, I'm in the same boat as you but am a new Tiscali customer.They came on the 13/12 and installed the Tv box and router,just like you I got a num 4 on screen.I will not be getting TV until 21/12 when my Phone line goes "Live".It seems BT are holding up the transfer of line service.Is your Broadband OK? because mine is the fastest I've ever had from any company.
Ta
unhappybunny
18-12-2007
Glad its not just me. My broadband is just the same, as I was a previous HC customer they just re-installed my lil silver HC box and im having the same thing as before. Who knows when ill be up and running with TTV+
MK_Brett
18-12-2007
For more information on this subject, please read post 11 http://www.digitalspy.co.uk/forums/s...d.php?t=711070
31Hf07
19-12-2007
I'm also seeking to transfer from an old Tiscali (ex-Homechoice) package to the New Tiscali package principally to save money. Their engineer was due to arrive on 21 November, nobody came, and I've received nothing but excuses such as unspecified technical problems since then despite numerous e-mails and telephone calls. The quality of their customer services is simply atrocious. It is little wonder they have not been able to hold-on to the customers they inherited from Homechoice despite the good pricing and range of their products.

The latest excuse is to say that BT won't accept the MAC obtained from their Homechoice legacy division and supplied in early November to Customer Services and they say another is needed to progress my order as the original has run out.!

It is difficult to say where the fault lies as I was silly enough to try and inconvenience the BT Wholesale telephone number advertised by Ofcom to determine whether a line is tagged in order to get a feel for the actual position - I was unlucky enough to be connected to a job's worth individual called Jonathan who berated me for knowing what Local Loop Unbundling (LLU) stands for.

I will no doubt get connected properly in due course
unhappybunny
20-12-2007
I wouldn't hold you're breath 31Hf07. I received a letter from Tiscali today saying that BT were unable to change the line over to receive the new services (or words to that effect) and it asks me to check if my line is a BT line... of course it is not it is a TISCALI line. Utter incompetence I have never known anything like it! Anyway they have kindly cancelled my new order
jon_ellacott
30-12-2007
Originally Posted by unhappybunny:
“I wouldn't hold you're breath 31Hf07. I received a letter from Tiscali today saying that BT were unable to change the line over to receive the new services (or words to that effect) and it asks me to check if my line is a BT line... of course it is not it is a TISCALI line. Utter incompetence I have never known anything like it! Anyway they have kindly cancelled my new order ”

Unhappybunny I can understand your frustration, and this is one reason why I left Tiscali and joined Sky. Ticali charge ridiculous prices for a sub-standard product. I left at the beginning of November and am now in dispute with them as I refuse to pay for Line Rental on top of the package as I was still being charged line rental by BT who say no request was put in by Tiscali to take over the line rental. They also tried to charge me from the 26th November to 25th December even though I cancelled on the 6th November and therefore should only be charged until the 5th December. Their incompetance is awful considering one advisor told me I had to pay, and I had a damned good go at her but she said I had to pay as they had 'experienced debt collectors' (even tough I used to be one and knew she hadn't a leg to stand on) and then I spoke to another advisor who said I was right and they would change the bill the following month!!!
Personally I did the right thing leaving Tiscali and going to Sky. I am paying £30 less, have more channels and have a second box which is a Sky + box for just £49 (one off fee with free installation) extra rather than the usual £99.
Seriously if you can leave Tiscali I would, even if it is Virgin Media or Sky!!
Peter We
31-12-2007
£17.99 for up to 8Mb broadband, line rental, TV Variety pack, VOD , free weekend UK and International calls. How is that a 'ridiculous price' ?

Skys basic equivalent (although only 2mb) costs £19 + £11 line rental. Thats £30 month.

I'm not about to defend Tiscali's customer service, but thay are all crap to an extent. Don't mention VM, please.
jon_ellacott
31-12-2007
Originally Posted by Peter We:
“£17.99 for up to 8Mb broadband, line rental, TV Variety pack, VOD , free weekend UK and International calls. How is that a 'ridiculous price' ?

Skys basic equivalent (although only 2mb) costs £19 + £11 line rental. Thats £30 month.

I'm not about to defend Tiscali's customer service, but thay are all crap to an extent. Don't mention VM, please.”

But for £19 you get TRIPLE the amount of channels you get on Tiscali!!! I am sorry but I was happy with Homechoice but since Tiscali took over the service it has been farcical to say the least... loss of service for a week or so, inept customer service...... They are awful. Plus I think your facts are not entirely right.

I pay for Sky as follows:

£45- That includes all 6 mixes and also the Premium Channels Sky Movies (All Screens) + Sports (1 to 3 and Extra) and Disney Cinemagic

£10- Broadband (16mb) Unlimited use
£5- Sky Talk Free Calls to landlines anytime of day
£10- Multiroom

In total I pay £70 for the entire package
I also pay £9.99 for Setanta Sports which includes all their channels.

Therefore in total I pay £80. Before I was paying £100 for less channels. I have a standard Sky box and Sky + box, but even though Sky lacks the VOD which I do miss a bit at times, it still has Sky Anytime and I can access Sky via my PC via Anytime.

I'd rather pay the extra for a decent level of service than suffer at the hands of Tiscali...... Sorry. Please don't get me wrong I was quite happy with the level of service I recieved from Homechoice, but you don't get that with Tiscali.
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