[mjellis99]

I received a phone call from Tiscali yesterday offering to upgrade my Homechoice box with a Tiscali box. I had been eagerly awaiting this offer so I agreed and I requested a PVR box. This request was initially met with a little uncertainty but It was later confirmed that this could happen with a £50 fee, to which I agreed.

I called the department back within 20 mins to arrange the installation date (Monday 28th) and I was told that this was OK and that the engineer would bring a PVR box, the customer service assistant then stated "but you won't be able to use the record function"! Obviously I queried this and I was told that the record function will not work until I have been changed over to Tiscali. I responded by stating that surely this was the whole point of the operation, as Tiscali had contacted me offering the upgrade. The customer service assistant felt unable to offer any further advice other than the record function won't work.

I have since tried to speak to an alternative customer service assistant but I wasn't actually confident that I was speaking to an adult. Needless to say I was offered no confident guarantee of what might happen on Monday following my installation / upgrade. Any advice anyone?

Watch this space.

[31Hf07]

It is sad that you have been given the usual run around by Tiscali customer service. It seems as if management at Tiscali are totally incapable of organising and informing their staff - in a competent way - of how ex-Homechoice staff are to be migrated to Tiscali main.

I signed-up in November for the new Tiscali package and got my box due on 21 November on 22 December after much kerfuffle and the services since then have been fine.

I thought I had ordered a PVR box and the remote control I received suggests I have that functionality but I am told there are two types of box and mine is probably the wrong type. The answer you have received makes me thing again.

Additionally, they have taken money for the new Tiscali package and have still charged me for my Homechoice package.

When I asked the Stevenage end of the operation about a refund I got onto a loop about the MAC code they had supplied so that I could migrate to the other part of Tiscali wasn't used etc. I gave up seeking a sensible answer and have emailed both parts of the company saying I want my refund.

The email to the Stevenage site bounced as I was given the wrong or fictious address - a copy goes by recorded delivery today so that no excuses about not having received my communication.

Hope springs eternal that Tiscali can get the customer services side of things right, but I'm going to help them there.

[ermintrude]

Was called by homechoice to upgrade from HC to a new box asked for the reason and was told "The old box was unreliable". Appointment offered for the next day.

Asked if any new outputs i.e. HDMI, optical, SVHS and was told no. Asked if any new function again was told no but was told that I would get a free wireless router - well as I'm kitted out with a home network hub + wireless I did not want them replacing this and was told just a box change and would not need my router replace so decided not to be home and left it to my flat m8.

To be fair, The engineer called me before to arrange an install time but as I thought this was just an update I just aranged a time when my flat mate was home.

Queue multiple calls from the engineer - i.e the router must be replaced (The Lan now comes from the router not the box) etc, etc. Could only get 5Mb on my line - probably from going via my hub and other things - if I'd known the extent of the change I'd put the router in the hub to avoid degradation then route the lan throught the house. (Not something to explain over the phone). It got to the stage (I have a complex AV setup, hub located in the depths of a cupboard etc) I told the engineer to leave it and I'll try and sort it out.

This just shows how rubish the call centre is:-
New box has HDMI and optical out.
Offers ADSL2
Can accept Terrestrial DTV - the manual is no use on this.
Looks like it can record TV as well - not worked this out.
If I had know I would have aranged the visit so I was there and could have got this sorted. As a result can't get get optical out, probably lower speed ADSL2 and will need to get the engineer out.

Queue calls to Tiscali

[Mus1]

Been having problems with downloads cutting out the service. Called CS and after some diagnostics was told that it was the HC-supplied Netgear WL router.

Does that sound right?

Anyway, the reason I'm posting that here is that I was offered the new Tiscali box but was told that it was biased more towards the Internet and that the TV was now more prone to TV breakups.

Is that the case?

Ta

M

[mjellis99]

The engineer called this afternoon to confirm tomorrow's upgrade. Unfortunately he insisted that he has no instructions to supply a PVR set top box. I explained that CS had confirmed my request for a PVR on 2 separate occasions and they had informed me that they would be billing me £50 for the equipment and service.

I'm praying that I'm not going to regret my new relationship with Tiscali especially after enjoying a long problem free relationship with Homechoice.

Watch this space..

[crane grove]

you would think that they would have both in the van! they really are poor

[mjellis99]

Quote:

Originally Posted by mjellis99

I received a phone call from Tiscali yesterday offering to upgrade my Homechoice box with a Tiscali box. I had been eagerly awaiting this offer so I agreed and I requested a PVR box. This request was initially met with a little uncertainty but It was later confirmed that this could happen with a £50 fee, to which I agreed.

I called the department back within 20 mins to arrange the installation date (Monday 28th) and I was told that this was OK and that the engineer would bring a PVR box, the customer service assistant then stated "but you won't be able to use the record function"! Obviously I queried this and I was told that the record function will not work until I have been changed over to Tiscali. I responded by stating that surely this was the whole point of the operation, as Tiscali had contacted me offering the upgrade. The customer service assistant felt unable to offer any further advice other than the record function won't work.

I have since tried to speak to an alternative customer service assistant but I wasn't actually confident that I was speaking to an adult. Needless to say I was offered no confident guarantee of what might happen on Monday following my installation / upgrade. Any advice anyone?

Watch this space.

Homechoice have explained to me today that the offer of changing my set top box was not an indication that I was being migrated to Tiscali. The box is simply being changed over. The migration to Tiscali will take place sometime in the next 2 months. Following the migration I will then be able to request an upgrade to a PVR set top box. So today I am just expecting to receive a standard Telsey box!

[Nikhil]

Indeed, they said that to me today too. I just phoned to see what was happening. Apparrently they're aiming to move us all by the end of march to the tiscali platform. However we can get the box swapped to a new box now if we like. I wasn't too keen as I dont particularly want the massive telsey box in a hurry. My lil homechoice box fits nicely under a coffee table where my LCD is sitting. The telsey is gonna ruin it! Thought the HDMI connection would be a plus (even tho its not HD)

Have you guys who've upgraded to the new box notice any difference in service at all (i.e. internet speeds or tv quality)

Thanks.

[mjellis99]

I've just said goodbye to my neat little Homechoice STB. I now have a huge noisy Telsey STB. I initially thought that there was some picture quality deterioration but I'm not too sure now. The internet speed seems the same.
Try and keep your Homechoice remote control which works with the Telsey bow and looks much better!!

[Zapomatic]

Just wondering, as you mention noise does the Telsey box have fans despite no hard drive?

[kriz105]

One thing i am wondering.. When I eventually get the call from Tiscali to migrate...
What will happen with my email address?
Presumably @homechoice.co.uk will not be an option?
Chris

[unhappybunny]

kriz105, When Customer Services and Tech Support told me I COULD go to the new Tiscali to get a plus box I was promised twice, by different people that I would keep my homechoice email address. Of course.. I did keep it, but that was because when the engineer came to install the plus box to upgrade me it didn't work and I was left with the same setup... but that is over and done with. However I was promised the homechoice email account would still work on pop. But we all know what customer services word means.... anyway I have got about another week left on HC then my service is disconnected (on my request).. I couldn't take any more of it!

[RyanL]

Quick question for you Unhappybunny, did you get a mac code to transfer your service or are you having to cease the service on the line and start again with a new isp?

cheers
Ryan.

[Zapomatic]

I've moved and had my old Homechoice service ceased, and cancelled my direct debit but I can still access Homechoice email by POP and webmail no problem. Shall have to see when I (in theory) have my Tiscali TV installed tonight whether the SMTP servers are set up to allow email to be sent.

[unhappybunny]

Quote:

Originally Posted by RyanL

Quick question for you Unhappybunny, did you get a mac code to transfer your service or are you having to cease the service on the line and start again with a new isp?

cheers
Ryan.

I requested a MAC code, but it didn't work. Got a new one which didn't work either so I cancelled my service myself, and when its disconnected ill contact my new ISP for them to set up my new broadband. I have already set up the transfer of my line to Tesco which will happen next week!

[RyanL]

Ok Thanks, as i thought the usual tiscali level of service regarding the mac code!

[Zapomatic]

Unhappybunny, you will find this link useful: https://www2.bt.com/btPortal/applica....ordertracking

Enter your BT account login and you will see anything going on on your line, so will be able to track when your Tiscali service will cease.

[unhappybunny]

Thanks for that Zapomatic, but Tiscali provides my line at present not BT and I am moving the line to Tesco Telecoms not back to BT.. is there any other way I can find the information out ? Thanks

[Peter We]

As I understand it...

You have to go back to BT first and then get a switch over to a new provider. You will have to pay BT £129 to get a line installed.
I think it will take a month before you are back with a broadband service, BT will have to get the MAC code from Tiscali first. Ofcomm doesn't have a the mechanism to switch between LLU providers. ***ing great ins't it.

[unhappybunny]

Oh I wasn't aware of this. But I have had a letter from Tesco Home Phone informing me my switch will deffo go ahead, on Tuesday in fact. Also had a letter from Tiscali echoing this.. so will see what happens on Tuesday! Will be interesting.

I never imagined I would be without the internet for a whole month :O I really hope it doesn't work out that way well will have to wait and see...

[Peter We]

You better belive it, you will now be in position of depending on Tiscali to give you the MAC code when they have no incentive to do so. My ex moved into a flat and could not take over the line because the previous tenant had to request the MAC code, it took over a month to get service.

I'll be interested in seeing what happens but you better start reading/asking about in the forums such as http://www.thinkbroadband.com . I think you are going have a hard time to be honest.

I do know BE, for instance, give you a 0845 number for dial up service while you wait the changeover

[unhappybunny]

That is who I am going to for my Broadband they have not mentioned the 0845 number. i chose them because of free wireless router, as my one will not work because its for cable. And there is no minimum contract there either. I will keep you updated with what happens

[Zapomatic]

Quote:

Originally Posted by unhappybunny

That is who I am going to for my Broadband they have not mentioned the 0845 number. i chose them because of free wireless router, as my one will not work because its for cable. And there is no minimum contract there either. I will keep you updated with what happens

If you get stuck for any time without broadband, Fast4 do unlimited dial-up for about £8 a month. I was using that until yesterday and it has been very reliable.

[Peter We]

Quote:

Originally Posted by unhappybunny

That is who I am going to for my Broadband they have not mentioned the 0845 number. i chose them because of free wireless router, as my one will not work because its for cable. And there is no minimum contract there either. I will keep you updated with what happens

Ok, but you have been warned that you could be a month without broadband and choose not to cancel the switch. Make sure that you understand its your decision, your problem and your fault.

[unhappybunny]

Well that is a bit harsh Peter, as a consumer, it is my RIGHT if I am not happy with a service, to be able to cancel it (in accordance with my contract) and switch to a different service. I will not tolerate being treated badly, like I have been treated by Tiscali. So therefor it is my choice and my right to leave them. I don't care if I am without broadband for a year... I would rather that than stay with Tiscali any longer.