Broadband News

Complaints soar after Tiscali email crisis

(04-06-07) - The internet providers’ trade association, ISPA, has registered an increase in consumer complaints about Tiscali (visit ), after a technical hitch left some customers unable to send emails for up to two weeks.

Tiscali’s broadband customers have been told that they are still bound by their contracts, and that the ISP provides email services as a “free extra”.

In a report by The Register, Tiscali spokeswoman Jody Haskayne said: “[Customers] have a contract with us and they are obliged to pay us... We provide a quality email service… it is free and they are not obliged to use it.” She also commented that anyone who wanted to switch to another supplier would have to “make their case” to Tiscali.

According to Tiscali, the problems with its email system have now been fixed, but some emails might have been permanently lost.

The problems, which only affected outgoing emails from Tiscali addresses, are said to have been caused by Tiscali being added to other email services’ spam blacklists. The reason behind this has not yet been revealed.

Chris Eagle, Commercial Manager with www.broadbandchoices.co.uk, commented: “Perhaps the original problem wasn’t Tiscali’s fault, but the company’s attitude to customer service leaves a lot to be desired. Customers will eventually leave the service in droves if they are not treated well after a disaster like this.”