View Full Version : This company is a joke
DO NOT GO WITH TOUCAN FOR YOUR INTERNET!!!
The whole story is too long to type out in any detail, but here is a summary.
27/11/06 - I requested a migrations authority code (MAC) and was told it would take 48 hours.
01/12/06 - I haven't received the MAC code so contact them again and I'm told one will arrive in 48 hours.
05/12/06 - My account is frozen (so no internet access) and when I ask why they say they can't give me a MAC code because my phone number has changed since the internet service was taken out so I have to be disconnected instead. Disconnection will take 10 days.
18/12/06 - Apply to new ISP but they claim there is still someone else on the line. Contact Toucan who tell me they haven't started it yet, but now they have my new phone number they can send me a MAC code in 48 hours.
19/12/06 - Answerphone message left telling me I can't have a MAC code and I'll need to be disconnected which will take 10 days. I asked why my account was frozen if the cancellation hadn't started and was told it was a technical error due to the MAC code request failing. So I ask for it to be unfrozen and I'm told that is too difficult.
27/12/06 - I receive a bill for the period 16/12/06 through to 15/01/07. I cancel the direct debit, phone Toucan and tell them I'm not paying for something they are not providing me with. I also ask for confirmation that the disconnection is happening and they confirm it.
29/12/06 - Apply again to new ISP. They claim another service is still on the line. So I cantact BT tags department and ask if there is anything they can do. They tell me Toucan is lying about the MAC code and infact give me one over the phone! They also tell me they have received no requests for a disconnection!
03/01/07 - Finally switch ISPs and get an internet connection back!
12/01/07 - I get a letter from Toucan saying I haven't paid my last bill. I phone them and explain why I didn't pay and they agree to credit my account with the value of the bill so I don't get any more letters saying I owe them money.
20/01/07 - I get a letter saying I owe them £10. I phone up and ask why and I'm told they have only credited for the period after I switched ISPs. They will not credit me the rest. They tell me I am mistaken and the previous person I spoke to never said I would get the full amount back but only estimated the full value of the bill as being what I would get! I complain and I'm told a manager has looked at it and that is all I am getting. I ask to speak to the manager and I'm told there isn't one on. So I arrange for him/her to phone me on Monday.
That was the Monday just gone and guess what - no phone call. Toucan are fooking USELESS! They are determined that I will pay a bill for a period where they failed to give even one days service and after already saying they would credit my account for the value of that bill. They'll have to take me to court if they want any more money out of me!
STAY WELL CLEAR OF THEM.
I know you're pissed off at them. I would be, but is it worth all the hassle? I would just pay them the £10 and have done with it.
Sounds to me that they should be called Tou-cant!!
What a bunch of t words. Are there any good companies these days. Everyone seems to have crap customer service!!
My own included:(
H.
Sounds to me that they should be called Tou-cant!!
or tou-c*nts.
Yup, scared to even attempt to leave them :(
Had reason to call customer service several times over the past year and hated every dealing I've ever had.
Kind of hoping that with pipex taking them over things will improve....I doubt it!
I know you're pissed off at them. I would be, but is it worth all the hassle? I would just pay them the £10 and have done with it.
My next plan of action is to write them a nice letter. It will include a verbose version of the above a threat for me to 'go public' about their crap service. I'm sure with the soon to be law about MAC codes in February someone like watchdog would love a story like this.
It wasn't the leaving that was the problem for us, it was getting the bloody thing to work.
We had no internet for 3 weeks whilst they charged us 40p a minute to dial their technical team. In the end we paid over £20 for them to tell us nothing new.
They blamed our router and said we had to use their modem but that wasn't an issue at all.
We got our MAC code really quicky as soon as we'd cancelled.
The funniest thing is they've bombarded us with calls every night for about two weeks now to ask why we've left. Whilst we were with them they didn't return one of our calls. :blink:
We're with Orange now. Our broadband is £5 a month for unlimited download. :)
I've moved to Zen and they been brilliant. Always answer the phone, always do as they say and are 4 times the speed of Toucan. Bit more expensive but worth it with all the uploads/downloads I do for this site.
Kind of hoping that with pipex taking them over things will improve....I doubt it!
Don't count on it Todd.
We had nothing but hassle from Pipex when they took over our Least Cost Routing provider. To the extent that they were charging us for calls on one account, crediting us for calls to our 0845 numbers on another and CUT US OFF ALTOGETHER when we paid them the difference between the two.
I gave them 30 days written notice and switched LCR companies straight away.
However, I left the 0845 numbers with them and now they owe US every month. :D
I've heard nothing but good about Zen - so you should be fine there Mawby.
Well I got another letter today. Mr Mawby, you've still not paid us. If you don't pay us now we'll cut you off in 4 days. :confused:
So I phone them up and as soon as I've identifed myself I ask to speak to the representatives team leader straight away. When asked why I simply said they were supposed to phone me and they hadn't. She gave an excuse about being very busy but would see if he was available. He wasn't, but having looked at my account (and without me saying anything) she comes out with "I will credit your account with the £10 needed to clear it". Now the funny thing is I'm sure this sounded like the same woman I spoke to last time who told me not to get my hopes up!
Of course just because she has said she would do this doesn't actually mean it will get done, but that's twice now they have agreed to clear my account so if it doesn't happen I'll be straight into letter writing mode.
So for anyone else having problems with Toucan, stand your ground and don't give into them!
Think they are all pretty crap mate. Been with NTL, BT and now talk talk and had hassle with them all. Customer service and broadband doesn't really seem to go together it seems. I would give a brief account of the conversations I seem to have on a regular basis with Raja and his mates in the Talktalk Indian call centre, but after all the fuss Jade Goody's comments I daren't!
Well I decided to attempt to leave, 14 days I've been chasing my MAC code now :(
Gits, knew it would be like this :tongue:
Whitesupraboy2
22-02-07, 17:35
Law changed recently state that if they dont give it to you. Youll inform the watchdog and a nice fine will be landing on their door step.
On a related note:
I've been with NTL for my phone ever since we moved here about 8 years ago.
About 6 years ago I upgraded to 512K broadband but was told at the time I couldn't add the charge to my DD and would have to pay for the broadband by CC instead. I wasn't too bothered as I didn't want the missus to moan about having to pay for half of a service she didn't use.
So, I ended up paying £11 for the phone and £25 for the broadband (which has gradually been upgraded free to 4Mb).
NTL customer service has been notoriously crap in the past so I've never bothered to try to change things. However, SWMBO is now using the internet and wanted to contribute, so I rang today to get the two bills on DD.
To my utter amazement, not only did I manage to get both bills on DD, but they have upgraded my phone tarrif to Talk Weekend (free w/e calls) AND are giving me £9 pm discount because I should really getting Talk Anytime but can't switch it over until later in the year!
And there was I all ready to fire off a shitty email to Richard Branson if I got the usual runaround... :D
Just thought you might like to hear a nice post about a provider for a change. ;)
Update..... more phone calls and emails, still no CODE..Grrrrrrrr
Taken from the papers today;
Toucan is to remove the term ‘unlimited downloads’ from its website following complaints from uSwitch. uSwitch is campaigning against companies offering ‘unlimited services’ despite disconnecting customers considered to be using their broadband to excess (Guard p34, Indy p58).
And about time as well, finally got my MAC code and in the process of moving from them, thank god!
Well I got another letter today. Mr Mawby, you've still not paid us. If you don't pay us now we'll cut you off in 4 days. :confused:
So I phone them up and as soon as I've identifed myself I ask to speak to the representatives team leader straight away. When asked why I simply said they were supposed to phone me and they hadn't. She gave an excuse about being very busy but would see if he was available. He wasn't, but having looked at my account (and without me saying anything) she comes out with "I will credit your account with the £10 needed to clear it". Now the funny thing is I'm sure this sounded like the same woman I spoke to last time who told me not to get my hopes up!
Of course just because she has said she would do this doesn't actually mean it will get done, but that's twice now they have agreed to clear my account so if it doesn't happen I'll be straight into letter writing mode.
So for anyone else having problems with Toucan, stand your ground and don't give into them!
if you want to make sure you get things done -
1) get the name of the person you are talking to
2) get their team leaders name
3) ALWAYS get an extension number
The above has always worked for me - i use to work in a call center, and i knew if i had given those details to anyone - i'd have to do what i promised when i promised it! :)
On a related note:
I've been with NTL for my phone ever since we moved here about 8 years ago.
About 6 years ago I upgraded to 512K broadband but was told at the time I couldn't add the charge to my DD and would have to pay for the broadband by CC instead. I wasn't too bothered as I didn't want the missus to moan about having to pay for half of a service she didn't use.
So, I ended up paying £11 for the phone and £25 for the broadband (which has gradually been upgraded free to 4Mb).
NTL customer service has been notoriously crap in the past so I've never bothered to try to change things. However, SWMBO is now using the internet and wanted to contribute, so I rang today to get the two bills on DD.
To my utter amazement, not only did I manage to get both bills on DD, but they have upgraded my phone tarrif to Talk Weekend (free w/e calls) AND are giving me £9 pm discount because I should really getting Talk Anytime but can't switch it over until later in the year!
And there was I all ready to fire off a shitty email to Richard Branson if I got the usual runaround... :D
Just thought you might like to hear a nice post about a provider for a change. ;)
and on that note.... orange broadband are doing really well - i've been with them for around 2 months now, and have had ATLEAST 2 phone calls from them asking me if i'm happy with the service and any improvements i could suggest :) not bad for a fiver a month;)
However....
My bills came through this month. No sign of any reduction yet. :(
Came home last week to find I had no internet service (still toucan), after being passed around several departments (used to that now!) I find out that BT were working in my exchange and they had pulled my broadband line by mistake!
No worries, when can I get reconnected says I……..you can’t says they, you need to reapply for a new account, company policy!
So I swiftly tell them to p*ss off as why should I suffer for a mistake on their end and give me my MAC code. 3 days apparently (heard this before as well!)
Now just been told it’ll be a week as the account has been frozen and they are putting a cease on my line, add another 10days on top of that to get a new account from elsewhere :(
Anyway, don’t believe a word toucan say to you, if it’s sorted by the end of the week it’ll be a flaming miracle, you just know when someone tells you to phone back late Friday afternoon that it’s going to be another week!
I HATE TOUCAN!!!
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