what are my rights?
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- Re: what are my rights?
what are my rights?
21-11-2009 12:57 PM
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didnt know were to post this, this isnt a problem with you, plusnet is awesome
however ive been with you for 2 months now and used a mac from [Censored] tiscali,
now today recieved a bank statement and the cheeky [Censored] are still charging us even after cancellation (free)
35 quid last month and 5 quid this month. i cannot afford to keep paying this and i thought you guys as an ISP would know my rights and what i can do about these [Censored].
i know your busy and any help would be appreciated
cheers
steve
Re: what are my rights?
21-11-2009 1:05 PM
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Re: what are my rights?
21-11-2009 1:14 PM
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second call i got put through to somebody british, who i explained my whole problem too and then he said "ok ill get you put through to our refund line" and then put me back through to the automated service selector 😕
thrid call however, i spoke to somebody who actually gave a toss, and they explained that the charge was for the two months previous before cancellation and the £5 this month was for the switch over period were i was still with tiscali.
so yeah i just got enrage for [Censored] all to be honest.
its just with previous experiences with tiscali, i expected the worst. I also had a similar problem with BT but they really did [Censored] me over, so its hard to automatically be posotive in these situations
thanks for your help anyway
and sorry for the rant
Re: what are my rights?
21-11-2009 1:29 PM
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We like a good link:censored as much as the next person but really, besides what's wrong with foreign call centres and customer support staff who don't give a toss, quite understandable when you start off by swearing.
You might learn something positive from this experience; does this swearing actually help you get what you want?
adie:red avoidance of language filter removed as per link:rules]
Re: what are my rights?
21-11-2009 2:15 PM
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Then realise you are much more likely to get what you want if you are calm & polite. Perhaps have a bit of a joke with the person about things going wrong. If they are unable to help you - still don't get angry, just ask to speak to someone who can.
Re: what are my rights?
21-11-2009 2:18 PM
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Write tiscalli a letter or an email writing down the date you asked for mac, work out your account cancellation date using their rules/regs and then work out what you owe them as no doubt broadband is paid for in advance and if a payment was take 3 weeks before you asked for a mac you probably did owe them a bit of money.
Plusnet charges in advance for broadband and in arrears for the phone.
Re: what are my rights?
21-11-2009 4:02 PM
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I didn't phone them on their 0871 25p per minute line, but wrote emails , letters and it took 6 months before they gave up.
Re: what are my rights?
21-11-2009 4:15 PM
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John
Re: what are my rights?
21-11-2009 4:32 PM
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Re: what are my rights?
21-11-2009 5:10 PM
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As has been discussed above... the way to get the most co-operation is to be calm and polite about the situation. It isn't the fault of the person you speak to. Knowing Tiscali they are probably just as sick about working there as you were about being their customer (but it's a job!) and therefore are quite likely to take your side and see your point of view if you're calm with them. Being aggressive and rude I find only results in the person you're talking to naturally becoming defensive and less helpful.
If you feel you can't do the above, or if it gets you nowhere, then send a recorded delivery letter stating the facts, detailing what you owe and making sure you advise them of when you cancelled and gave notice etc... to back up your claims. Give them 14 days to respond and hopefully you'll hear back without requiring any further action. If you don't hear back from them, I would speak to Citizen's Advice Bureau and see what their view of the situation and next steps are.
Re: what are my rights?
21-11-2009 5:33 PM
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The first thing one should have done was to cancel DD, on migration, and to have advised Tiscali that you'd pay any outstanding monies by either cheque or, as I did, by transfer. I gave Pipex no alternative other than to deal on my terms - they protested but I wasn't prepared to go through the refund ritual.
One has to remember that one is liable for 30 day notice period.
A lot of people seem to complained to ISPA and eventually been contacted by Tiscali high level complaints.
Remember that CPW now own Tiscali. You may also find threads like this useful.
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