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Tiscali broadband customers will benefit from TalkTalk's takeover

Posted 8th May 2009 at 1:10pm by Jonathan Leggett

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The saga of Tiscali UK’s protracted takeover looks to have finally come to a conclusion today. As widely predicted, the struggling broadband provider has been picked up for a song (well, £236 million) by TalkTalk’s parent company Carphone Warehouse.

That’s good news all round for Tiscali customers. Not only will they now benefit from lower cost telephone calls, but they’ll also gain access to the other free services that cheap broadband specialist TalkTalk is promising for its customers this year.

Perhaps best of all, though, is the better customer service Tiscali subscribers can now expect. Tiscali has for some time let its patrons down with poor after-sales. Conversely, TalkTalk has worked hard on its treatment of its customers in recent years. This was confirmed when uSwitch recently named it the internet service provider with the most improved customer service.

More news on: Future developments, TalkTalk, Tiscali

59 comments

  • 1

    Margaret K, 8th May 2009.

    Pleased that it is now settled I have alays had good service and hope that this will continue

    Reply
  • 2

    Pete, 8th May 2009.

    Well its got to get better as it can't get any worse, i suppose this means that the credit i have with Tiscali for over charging me will go out of the window

    Reply
  • 3

    B J McGowan, 8th May 2009.

    Talk Talk were without doubt the worst provivder, with absolutely attrocious customer service. It will take a lot to convince me that they have improved after the last debacle I had with them, that cost me money and the loss of my land line for over two weeks when they actually owed me money. I will change to an alternative provider.

    Reply
  • 4

    Anne, 8th May 2009.

    I hope their service is better than the awful sales rep who called at my house, he has seriously put me off talk talk and I'm thinking of going back to BT!!!!

    Reply
  • 5

    Sandra Kyriakides, 9th May 2009.

    I really hope this does mean better and more reliable service for long-suffering Tiscali customers. It will be nice if someone writes to us to confirm exactly what the changes will be and how we will benefit.

    Reply
  • 6

    M Healeas, 11th May 2009.

    how much will tiscali cutomers be charged and will we all have to
    have new modems and will it meen we lose our internet conection for the change over?

    Reply
  • 7

    W Denness, 11th May 2009.

    I am on Tiscali's top package with 8Mb/s
    - actual 7.6mb/s. Since the takeover by Talk Talk my speed has dropped to 1.4mb/s & the line drops out.

    I now get messages on my computer saying 'Bandwidth Insufficient!' I can no longer watch the BBC iplayer. Anyone know what's going on?

    Reply
  • 8

    Cp, 12th May 2009.

    Most improved does not say much - you can improve 100% and still be 0 if you start from 0. TalkTalk is by far the worst ever - stinkingly bad attitude, agressive, rude and no respect for privacy in their marketing and telemarketing department.

    They have shown no consideration for customers beyond what they can get away with and not loose them.

    TalkTalk is a rubbish provider, but then so was Tiscali. They took over one of the best providers (Nildram) - if being a financialy viable ISP in the UK involves providing such a rubbish service then God help us all!!!

    Reply
  • 9

    S R , 13th May 2009.

    Will talktalk be the same price as tiscali or will it cost us more ? Also will they let us know by snail mail or email?

    Reply
  • 10

    Timbo, 13th May 2009.

    Does anyone know if this transfer effects the original Tiscali contract?
    I've six months left with my Tiscali contract and I'd rather stick hot pins in my eyes than go to TalkTalk.

    Can I cancel since I am no longer with the original supplier?

    Reply
  • 11

    Mrs M Butterfield, 16th May 2009.

    Not a great deal. Why wasn't I notified of the takeover? I am not happy as talk talk has the worst reputation ever. I am right in pulling out if I wish without any cost to me.

    Reply
  • 12

    Debbie, 17th May 2009.

    Well, Tiscali are pants and Talk Talk are worse - so I am off to another provider. I have been experiencing intermitent problems with connectivity with Tiscali for a few months.

    Seems to me the standard response when you call them is that it must be my end. Despite paying out for a new router, lo and behold I am still experiencing the same issues with connectivity. I am going to a provider that speaks and understands the Queens english when you call them to ask for assistance and does not pass the buck back to you & helps you instead!!!

    Reply
  • 13

    Jane, 18th May 2009.

    I just hope we get cheaper packages, as Tiscali is £6 whereas Sky is only £1. Why such a difference?

    Not Happy with Tiscali and I've only had TV package just over 1 month. Will we benefit from take over?

    Reply
  • 14

    Tam, 18th May 2009.

    With my past experience with "talk talk", I will be contacting Tiscali for my mac number pretty soon so as to allow me to change.

    After the previous treatment I received from "talk talk", even a massive improvement with their customer services would not be enough. Even if their services were totally free.

    No Thanks. A LIFETIME'S DAMAGE DONE!

    Reply
  • 15

    Sheila Rafferty, 19th May 2009.

    How does this affect my existing contract with Tiscali

    Reply
  • 16

    Paul, 21st May 2009.

    I`ve been with Tiscali from the beginning and although their service in they early years was nothing short of woefully inadequate they have improved greatly over the past few years.

    For that reason I am sorry that they have been forced to sell to a relatively new kid on the block. If I and many other exisiting Tiscali customers start to experience issues under Talk Talk's management then I suspect that the likes of Sky and BT are more than ready to recieve the rush of former disgruntled Tiscali customers. Watch this space!

    Reply
  • 17

    Andy Cuthbert, 1st June 2009.

    If anyone watches Watchdog on TV they will know how bad Talk Talk is, Tiscali are bad but to be honest I feel sorry for those that are going to stay and switch over to Talk Talk. I'm off to another provider as soon as possible as I don't intend to lose more of what Tiscali call service! Take a look at Sky and BT packages, also O2 arn't too bad. Good luck to all you future talk Talk new customers, you are going to need it!

    Reply
  • 18

    Tigger, 3rd June 2009.

    I've been with Tiscali since the start - initially the service was very good (not surprising!). As they grew, the service became worse, and when they moved the call centre to India it became unusable.

    Reply
  • 19

    Pete Green, 4th June 2009.

    My service from Tiscali has been very
    good. I will give TalkTalk a bit of time to see how it goes before I decide to stay or change.

    Reply
  • 20

    Wes Is Unhappy, 6th June 2009.

    Since the take over my speed has dropped from between 5 and 7.4Mb respectively dependent on time etc, to between 0.7 and 2.2. I've actualy had a good service with Tiscali, but the speeds are poor and I'm losing connection which never happened before.

    Reply
  • 21

    Sammy, 7th June 2009.

    I am now four days without internet and wondering if this takeover has anything to do with it...time for a move, methinks.

    Reply
  • 22

    Two Fat Feet, 10th June 2009.

    Just had chap from TalkTalk at the door saying I should now be getting free broadband from them as a Tiscali customer and acting flabbergasted (well practised I'm sure) when I said what my monthly broadband and phone line rental came to. Wants me to agree to something which would supposedly cut my bills by about £13 a month. Got him to come back later but is this any good or should I arrange to be out when he's coming back?

    Reply
  • 23

    Barrie Redding, 22nd June 2009.

    Phoned today to obtain a MAC code as I have previously been with talktalk, who were terrible. Was told that I was in contract and had to pay £145 fee to be released. I will leave as soon as possible as it is obvious that customers come a poor second!!!!!

    Reply
  • 24

    SS, 29th July 2009.

    i also got a call from a talk talk representative telling me i can halve my costs for fone + b/b which i'd certainly benefit from! but after seeing all these comments, i am really confused! i didnt have that many problems with tiscali expect it has slowed down a lot recently.

    does anyone know what happens to our tiscali email accounts?

    Reply
  • 25

    Pam Ellis, 5th August 2009.

    These comments are really scareing as I'm a pensioner and can't afford to pay any more than I do. This is my only pleasure. I'm really confused now as to what to do.Can anybody say anything positive about talk talk or suggest where else to go for the price I pay,which is £19.99?

    Reply
  • 26

    Andy Gardner, 29th September 2009.

    Anyone know when the EU will finalise their assessment of this takeover? I want to give up Sky satellite and switch to Tiscali TV but because the telephone line is active with TalkTalk Tiscali say I have to get the line taken over by BT. What nonsense - TalkTalk have taken over Tiscali but can't have Tiscali TV over their lines? Hopefully this will be resolved if the EU approves this takeover, but when is it going to happen? Having read all the troubles people have had switching between TalkTalk and BT I do not want to go down that avenue and risk having no telephone or Broadband service at all.

    Reply
  • 27

    Pen Fold, 17th November 2009.

    Since Talk Talk took over Tiscali speeds have dropped, it is very hard to keep connection, and this is not just a problem with existing computers but new ones as well.

    In short Talk Talk are worsening the service provided by Tiscali. Might even be worth seeing what BT can do now...

    Reply
  • 28

    Grey Man, 3rd December 2009.

    148kbs is my download speed on Sunday, NO connectivity for three nights this week, I usually lose connection around 16.30 and it is impossible to hear a conversation on the telephone OR use the internet at the same time.

    BT blames Tiscali - Tiscali blames BT all this for 5 years at £15.00 a month and the government wantss me to pay another 50P for broadband? How much does one have to pay before you get THE FULL SERVICE?

    Reply
  • 29

    Zac Smith, 14th December 2009.

    Got a new computer on friday 11th december. Fine connection till saturday night, but the router dsl keeps dropping out. I can be on for 2o mins to 2 mins before it drops out.

    They promised quality service and all the rest, they promised since the takeover ive dreaded it nd now it has finally switched lines.

    I'm guessing as its dropping out all the flipping time if it aint sorted im switching company, which is a shame as been with tiscali nearly 2 years And had very good service.

    Reply
  • 30

    Maz, 16th December 2009.

    Has anyone had any telephone line problems since Talk Talk took over Tiscali?

    Reply
  • 31

    Jane, 24th December 2009.

    @Maz Certainly have. Had interrupted service since 1 Dec and since 21 December. I no longer get the TV package and broadband speed has dropped to 0.90mb/s download speed and 0.15mb/s upload speed.

    Engineer is calling on 30 December, but not sure what he can do, (other than take back his now redundant equipment).

    Reply
  • 32

    Joey, 7th January 2010.

    I am lucky just out of my 18 month contract with talk talk. I have had them on the line asking me to sign up for another 18 months with 3 months half price.

    After laughing at them i have been looking for new broadband provider. Thinking of plusnet, but might go back to BT. They're a little bit more expencive but offering 12 month contract and you get better service with a free router.

    Reply
  • 33

    Alec Dowding, 7th January 2010.

    so much for the benifits of talktalk - i wanted to know about getting free 0870 and 0845 numbers but to get this i have to change to a talktalk account at a minimum cost of £29. Plus i have to change my email address.

    Reply
  • 34

    Fed Up Punter, 8th January 2010.

    pipex -> tiscali -> talk talk.

    I am unable to use iplayer or stream any "LEGAL" content anymore
    what the hell am i paying for? As soon as i can i am going to get broadband through BT..


    Reply
  • 35

    Ann, 9th January 2010.

    @Andy Gardner Listen all you folks!!! do not go to Tiscali/now TalkTalk. If you want to know why go & read there contract terms. 13 .11 12 & 13. its very long.

    I am supposed to get 8m speed, not a hope. I paid for tiscali TV & bought the recorder, did i get tv? No. Too far FROM THE EXCHANGE.

    Reply
  • 36

    Nas, 12th January 2010.

    I was with Talk-Talk. The performance was so bad that one could literally run away from the PC screaming. I have never seen a horrible company such as Talk-Talk.

    Reply
  • 37

    Ray H., 14th January 2010.

    Since receiving an e mail in november informing me that i was being transfered from tiscali to the talktalk network my line speed has dropped from 5.5mb rock steady to barely dial up.

    The engineers have confirmed that my line is A1 and its their inability to supply me with the required bandwidth. So where does that leave me? Talktalk are Which's suppler of the year, i am led to believe.

    TalkTalk are advertising line speeds up to 8 or 24mb, so does that mean if i leave them then rejoin i will get the advertised speeds? i think not to me, its all a con. "Up to 8mb" means nothing if you receive 1mb, they say its acceptable.

    Reply
  • 38

    John Millns, 14th January 2010.

    Having just received TalkTalk’s letter stating that my current package will be upgraded to 8Mb, with ‘Weekend Talk’ for £14.99/month, I telephoned them to remind them that our rural line was limited to 512Kb, plus my telephone service was under BT contract and, under no circumstances was I going to pay £2 more than at present for no increase in service.

    After a lot of conferring their end, it appear that they had not considered this problem and £14.99 was the price I would have pay.


    Needless to say, this is a very quick way to lose customers, as I am switching to Plusnet's value package, which is £1 cheaper than Tiscali at present.

    I understood that I was the fourth person that day to find no advantage with their ‘upgrade’ and it appears that they had completely failed to appreciate this type of problem.

    I also suspect their inclusive 'Weekend Talk' would have also caused problems if they tried to switch our BT line without our permission.

    I think that it is about time the regulator insisted that only minimum speeds were quoted, not the meaningless maximum speeds.

    Reply
  • 39

    Stu, 15th January 2010.

    @John Millns Lucky you! My letter tells me I will now pay £18.48 a month evening & weekend calls (up from £15 with tiscali). I'm supposed to get 8mb - hahahahah, no chance!

    I'm now a Sky TV customer and they're offering an unlimited deal to existing customers free for six months and then £10 a month thereafter and a 12-month contract. Helloooo Sky.

    Reply
  • 40

    Ricky, 22nd January 2010.

    We have been with Tiscali for about 18 months now. We have always had speeds of about 4mb/s, which is good enough for me. However since TalkTalk has taken over the everything has been ABSOLUTELY TERRIBLE.

    The phone doesn't work, the TV doesn't work and the internet has max speeds of about 1.9mb/s, but it cuts out sporadically.

    As i speak I have had a speed testing site loading for literally 20 minutes and it still hasn't loaded! What a complete and utter joke!

    To be honest i don't even know if I will be able to post this so i will have to copy to make sure i havent wasted my time.

    Reply
  • 41

    Pam, 25th January 2010.

    My phone line has just been transferred from Tiscali to Talk Talk. It was done on Jan 6th, i had a letter on Jan 16th telling me it was going to happen!

    Broadband is now abysmally slow. Does anyone know if i have to wait a certain time, or can I transfer to a better provider immediately?

    Reply
  • 42

    Paul, 25th January 2010.

    I'm in the same boat. I've got the tiscali top package that offer up to 8mb was enjoying speeds between 4mb-5mb after long suffering 1.8mb speeds.

    I contacted tiscali and threatened to leave and it got increased! Since I had the letter to say we are now talktalk, funnIly enough my speed has dropped down to 234kb.

    Sometimes I get just under 800kb - this is ridiculous. I'm now on the phone yet again going through the same process as i did before. I can't take it anymore!

    Reply
  • 43

    Paul, 25th January 2010.

    Now been told that I have been switched over to the talktalk circuit and that by 15th of february all will be fine again.

    Now i see why the nice lady gave me two months free credited to my account. I've got to put up with silly speed for now. God I hope they arent lying.

    Reply
  • 44

    Tom Hall, 26th January 2010.

    Am I alone among Tiscali customers at finding ABSOLUTELY NO IMPROVEMENT in service following the take over??In fact, I find it MUCH WORSE.

    Frequently, the service will not accept my password and occasionally, it refuses to acknowledge that my email account does not exist. The so-called improvement in customer service has not materialised, as the url given just closes down Internet Explorer, thus not allowing me to make contact.

    Much more seriously, the Tiscali service will not work with Windows 7 (Talktalk also told me that their service is not compatible). My recommendation to anyone contemplating joining this 'Service', is DO NOT.

    Reply
  • 45

    Mike C, 31st January 2010.

    I have been a tiscali customer for years with a steady 2mb connection, but more importantly no limit on downloads. However, a few weeks back I got a letter from talktalk to say how they will be increasing my costs by £5 as from 15th feb.

    After ringing them to find out just what extra services I will be getting for the price increase, I was alarmed to be told that the reason for the hike is to bring Tiscali customers in line with Talktalk's. And also that all broabdand packages from TalkTalk will be capped at 40GB per month download!

    So for more money, TalkTalk want to cap my usage and charge me more! Needless to say I have changed provider and from early feb will be back with BT. I urge all ex Tiscali customers NOT to sign up to TalkTalk. If you're in a contract, just state that the changes in service are not acceptable and refuse to change your mind. It's your right - you signed up for a unlimited service not a capped one!

    Reply
  • 46

    Tezzaleed, 1st February 2010.

    I've been with tiscali for about 10 years. Not been overly happy with the customer service, but the connection has been mostly pretty good.

    However at the weekend my broadband would not connect. I've submitted a query but I've had no response so far. Has anyone else had problems with router setting or account changes since the change over to TalkTalk?

    Reply
  • 47

    Colin, 8th February 2010.

    I am with tiscali on the max unlimited package at £14.99 per month (phoneline included). I am not happy that TalkTalk are capping download to 40GB. They say they are going to give good speeds, which is ridiculous as the phone line will only give a max of 2.4Mb. The line has been tested.


    Previous letters from TalkTalk promised no change to the service. Now they suddenly appear to have forgotten this promise. Was it just lies? I don't like companies that lie to customers, so if my download is limited to 40gb I will definitely be leaving.

    I don't care how much it costs me I will leave and never return. I still can't find out if they charge you for any amount you download over 40Gb and how the heck are you supposed to know how much your using? And besides, soon 40Gb is going to be inadequate for most surfers who use BBC iPlayer or other live streaming video sites on the internet.

    Moreover the customer service is deplorable. I hope customers leave in their droves and the company goes under if this is the way they treat people.

    Reply
  • 48

    Alan, 15th February 2010.

    I have just received a letter from TalkTalk informing me that they are switching my line from Tiscali and increasing the price by £5.47 a month with a 40Gb cap. I will be looking to switch.

    Reply
  • 49

    Jane, 20th February 2010.

    I have recieved the letter too, informing me of a price increase and a 40GB cap.

    In the light of this I'm going to move. There are lots of other broadband companies out there to chose from after all. TalkTalk have always had a really bad rep and its been confirmed in my letter.

    The only downside is being without a connection during the swapping process. But I'm sure we will survive for a week or so.

    Am now in the process of getting a new email account and changing my details with all the companies I'm with.

    Reply
  • 50

    Chris M, 21st February 2010.

    I have been with Tiscali for about a 1 1/2 years and the internet speed has been fantastic with no problems. Since the transfer to TalkTalk I hadn't experienced any problems until a week ago.

    I could not connect to the internet and was presented with a message saying 'authentication unrecognised'. I had to enter my email address and Tiscali password to connect. After many attempts ,it would not accept my password so I called and was an absolute nightmare.

    The 1st guy I spoke to I could barely understand. After confirming name, address and d.o.b, he asked for my password which I confirmed. However, he said 'no this is not what I have here'.

    I then got transferred to a lady who was useless. She couldn't help, put me on hold then transferred me back to main menu. I am definitely going to cancel now. I might try Plusnet, as John suggested in his previous post or Sky broadband.

    It's a shame because TalkTalk are going to lose a lot of Tiscali customers because of this - going from a good, cheap, fast service to an expensive and slow service/no connection!!

    Reply
  • 51

    Linda L, 24th February 2010.

    I have been with Tiscali for just over a year now and I can't agree more with the comments which have been left here.

    Since they switched to TalktTalk in December we have had nothing but problems with our phone, TV and internet.

    The TV signal is always cutting out and you can never see the picture, you switch the box off to start up again hoping this will resovle the problem, but then you are greeted with a message saying that your cable is unplugged when in fact it is not!!

    We did the same again then another message came up saying there was a signal fault and to try again later!!

    Their wireless connection is also a joke, one second it works and the next it doesn't.

    We were without our TV, internet and phone for one whole week after calling TalkTalk and trying to explain it was problem on their side. They kept saying it was our fault and then tried to charge us to have someone come out and have a look!!

    Our contract came to an end with them last month. We are just looking for a better provider then we are off elsewhere because these guys really are a JOKE!!

    Reply
  • 52

    James Roberts, 2nd March 2010.

    I believe that Talk Talk have upgraded their system recently, and completely screwed it up.

    My previously reliable broadband/phone service has been upgraded to a slow broadband, not-functioning phone and non-functioning TV service. Such is progress!

    Desperately trying to wriggle out of the contract.

    Reply
  • 53

    Dawson Walker, 4th March 2010.

    Has anybody noticed the upsurge in telecalls since TalkTalk took over Tiscali? just a thought...

    Reply
  • 54

    Rich Mellor, 6th March 2010.

    I have also had the problems with broadband dropping out (4 times in the first 30 minutes this morning at 4am!) - although I do find that after the first half hour or so, I seem to get a stable connection that will stay on all day.

    Broadband speed has also dropped from around 2.5Mbps with Tiscali to less than 400Kbps with TalkTalk - although I appreciate that with the line contention ratio on ADSL (1:50), it is possible that this is partly due to the larger number of users who will be with TalkTalk than Tiscali. (A contention ratio of 1:50 means that even the top broadband speed can be shared between up to 50 people in your area).

    I have also installed better quality ADSL filters and an iPlate, but without much impact unfortunately.

    All I get from Talk Talk is the standard email asking me to test it at various times of day, turn off firewall etc - none of which make any difference.

    Trouble is for where I live, even BT only offer 512Kpbs as max broadband. Maybe TalkTalk have just ripped out all of the Tiscali equipment from the exchanges, before checking if it was better equipment!!

    The phone works (just about) although 1571 does not have a broken tone to indicate that you have a message. One operator said this is a national problem, then I get an email asking me when they can telephone me and can I disconnect all other phones etc - seems Talk Talk cannot even get their story straight.

    Reply
  • 55

    Stuart Fordham, 7th March 2010.

    We were told yesterday that there "was a problem" and it would be resolved in 24 hours. But the internet has been slow since Friday. We have requested our MAC code and are now moving to Sky.

    Reply
  • 56

    Rob Heywood, 9th March 2010.

    In common with many of the others above, we had good speed broadband from Tiscali for a couple of years. Over the last week it has plummeted - last night I ran their speed test and it showed that dial-up access would be quicker.

    Trying to view any streamed media is now pointless. I've now got my MAC code and am off to Sky.

    Reply
  • 57

    Dave, 9th March 2010.

    Going from an unlimited broadband deal to a 40GB limited service - with no confirmation of excess usage charges, does not mean that I am getting a better service through this enforced change.

    Reply
  • 58

    Christian Bairsto, 10th March 2010.

    Just been on to Talk Talk for 5th day and I was told the same thing again!! That is: 'Please wait 24hours for our engineers to finish the upgrade'.

    I'm currently getting 2.5Mb during the day - still a lot less than our old Tiscali service - and 300kbps during the evening.

    I will give these jokers their last 24 hours then it's back to BT for me. They're not the cheapest, but they have by far the best connection and service.

    Reply
  • 59

    Dan, 11th March 2010.

    @Christian. Do you wanna ring up Tiscali's mac desk and ask for mac code via text? You'll have it in an hour. Good luck!

    Reply

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