Toucan Broadband help(7 Messages)

Forum moderatorsPete N, Review Centre, Tom H

  1. alexsh2004
    Posts: 1

    30 Aug 2007 3:42 PM
    Dear Sir/Madam

    I have Toucan broadband, unfortunelly the Internet connection has stopped and it's not 10 days since this happened. i called support 3 times costing me over £10 and also called and e-mailed customer services but no help at all, i wanted to talk to supervisor or manager but they said i can't ( bizarre) and now i am stuck as what to do, i was reading this review and i thought to contact you and get advice as what you done to resolve this matter so i do the same. i made a big mistake going to this a **** company.
    i appreciate you are busy but your advice in this matter will really be helpful to me.

    Kind Regards

    Alex

    my e-mail is: alexsh2004@hotmail.com

    thanks again


  2. Jellykit Rank: Lance Corporal
    Posts: 1
    From: West Yorkshire

    31 Aug 2007 9:18 AM
    Hi there, its a while since I was with Toucan and to be honest I can't remember the exact details of what happened but when I was threatened with an entire years charges I threatened them back by saying they had broken the contract by not being able to supply me with the service they had agreed to supply. They soon backed down.


  3. funnyfrog78 Rank: Corporal
    Posts: 1
    From: Brighton

    31 Aug 2007 10:48 AM
    Don't call their premium rate number again. That should only be used for technical assistance which Toucan are not obliged to provide. If you use it for customer service issues, they are ripping you off.!

    Contact them on their freephone number. Demand to speak to a supervisor or have one call you back. Make note of details of all telephone calls.

    Try and contact them by email, help@toucan.com. Keep copies of all emails sent and received.

    If they fail to respond or fail to deal with your complaint, contact OTELO, www.otelo.org.uk. They will send you a form to complete. Send it back with copies of emails,. notes of telephone calls. They will then ask Toucan for their side of events. OTELO will make a decision which you can either accept or refuse. If you accept, Toucan must also accept the decision of OTELO. They cannot choose to refuse.

    I had a long running dispute with Toucan which they would not resolve. I had to go down the OTELO route and was awarded £50 compensation and a letter of apology.


  4. dazza190574 Rank: Corporal
    Posts: 1
    From: Newcastle Upon Tyne

    31 Aug 2007 1:40 PM
    I had problems too when I first got the service.

    Have you uninstalled the modem software and then re-installed?

    Also check the connection properties, I think that was my problem. Check it is dialling the correct number and check the user name and password are correct.

    If that doesn't work then just keep on e-mailing them (if you can get a connection from somewhere).

    When mine went off I tried to ring the customer services but couldn't get through. But do ring the freephone number, don't use the premium rate number, probably because you could be sent half way across the world and the language barrier and them sticking to a script doesn't help.


  5. wotuwant Rank: Lance Corporal
    Posts: 1
    From: Norfolk

    31 Aug 2007 1:43 PM
    Hi. In the end, I gave up on them. They are as good as useless. We terminated the contract with them by telling them they had broken the contract, which of course they said I couldn't. I told them that the broadband was not unlimited due to the FUP, and that they were not a 24/7 service because of the amount of server crashes I experienced when I was with them. As for speaking to a manager, I gave up on that one too, this person had no phone line in his/her's office (yeah right!) and if i remember rightly, the accounts department could only dial out and not take incoming calls, hmmmmm......
    I still stand by the fact they are one of the worst isp's I have ever encountered and yeah, I have suffered NTL but toucan beat them.
    I forgot to mention that I think I threatened them with ofcom too (www.ofcom.org.uk or google it).
    I hope thats of some use to you, please post a follow up, I would be very happy to know another customer has escaped the evil grasp of the toucan.
    Good-luck!!


  6. pocketrocket Rank: Lance Corporal
    Posts: 1
    From: Sheffield

    1 Sep 2007 2:53 PM
    As annoying as this may be if you wait 3 months then they have to end your contract without charges, i found this out when i made them end mine and got billed for it!!! i was told it was a week under 3 months so they were within there rights, so id do nothing untill 3 months is up its a while i know but at least you wont owe them money they will owe you.


  7. trooperbridges Rank: Lance Corporal
    Posts: 1
    From: England

    3 Sep 2007 11:30 AM
    A few months ago I left a review about Toucan Broadband, now having even worse problems I can only tell people 2 stay well clear. My broadband connection is totally ruined now even after doing computer restores, which I knew was unnecessary but decided 2 try it anyway. All I can suggests is that u do not call them anymore only email & insist that they call u back. Ultimately, cancel the contract as soon as possible, if u r not receiving any service then u r well in your rights to do so. This has 2 be the worst service providing company I have ever dealt with. It's Pipex u see, total scammers. Good luck. Shocked


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