MK_Brett

You are my last hope... I was a Homechoice customer and in Dec I was offered to switch to the Tiscali service with phone, broadband Tiscali TV+, with Tiscali taking over my BT line. BT sent me a lertter saying that Tiscali had taken over the line and on the 6th of January the line went dead.

An engineer was due to come out the following Sat, but he never came. This happened again 2 weeks later. No call to say he wasn't coming either time. Since then I have been trying to get it sorted out phoning technical support just about every day for 7 WEEKS!, but no-one in the call centre helps and they refuse to send out an engineer because they say the line has not been taken over.

Today technical support told me I needed to call sales and ask for a Smartalk line to be switched on. They didn't know what that was, said my line was active and that it was a technical issue. My line isn't active, it's totally dead and if you phone it a message says 'route not found'.

I have abbreviated all of this because it's too harrowing for me to think of the time I have wasted on this. Can you help me? I really want to stay wiith Tiscali tv as it was great for 3 years with Homechoice, but I don't know what to do anymore. The lack of customer service has been shocking compared to Homechoice really...what details would you need from me to look at my account?

Thanks

mccobr.

Hi,
I can do much for you from here, but if you log into the TTV forum http://www.tiscali.co.uk/forums/forumdisplay.php?f=412 and post this there, I'll take a look and see what I can do.

I am using my work computer and it doesn't allow me to log on to the tiscali forum because it's attached to email. Obviously, I can't do it from home. Do you have an email address I could use?

Didn't you tell us that Homechoice customers can't post there as we don't have Tiscali email addresses?

I have a Tiscali online email, that's the only thing that was transfered correctly. I went to an internet cafe near my house last night to try and send use the forum to send Brett a message, but it wouldn't let me as I am in a 'verification queue'. Very frustrating...

As an aside, I now notice that I am being billed for the service I don't have. I called the billing department to see if they could sort it out. Even though I told them I have no service they said if I didn't pay then it would be passed to a debt collection agency....nice.

Homechoice? Whats that... I think they have forgotten about us!

MK_Brett, I sent you a private message. Thanks

Hi,
I've replied with the following.

It's not hard to get one, this was discussed elsewere on here.

Hello, I don't have a Tiscali router and STB, just the old homechoice one from before.

When I reset the Homechoice box it the tv screen asks for an engineer pin code. Broadband is dead.

Have you re-booted the STB since I asked you too?
If not, turn it on, I'm fairly confident it should work. The next step will be to arrange for an engineer to call to install the router and new STB. Someone will be calling you about this soon.

Oh right, I see what you mean. No I haven't done it since you asked, I'm at work. I can test when I get home. You reckon it should work with the old Homechoice box? Would be good if that were the case. Any ideas about the phone line? Thank you for helping me.

Morning Brett. TV now works through my old Homechoice box, but I couldn't get the internet to work. I'm not particularly technical so I may have been doing something wrong.

I was just connecting the computer via ethernet to the Homechoice box like I used to. The phone line is still dead. I haven't been contacted about an engineer visit yet.

Thanks for your help, it's a step in the right direction.

Brett, What is the next step to get the phone line and broadband working again and new Tiscali+ STB installed?

Hi,

Re the phone line, i've escalated your ticket (1235685) and am waiting for a response.
You sould be contacted today re installing the TTV kit.

Yep, comeone just called and an engineer will visit tomorrow morning. Result. Thank you again for all your help, I was close to giving up, but glad I didn't. I like the TV service a lot.

Just to be sure, he will have a Tiscali+ box for the install?