Toucan

Toucan billed for march 2008 £8-16. Taken from account: £13-38!

Billed april 2008: £5-97. Taken from account: £11-19. Comment from toucan, we are looking at your account not prepared to send a cheque for overpayment.

Reliable and fast internet, much lower bills than I had before, all issues I'd experienced were resolved very well, no problems here, where I was promised calls to be returned they were returned, and after some technical problems I experienced they even called me back on the couple of occasions to check up that everything's been resolved successfully , though I certainly didn't expect it. Don't know about mobiles, but I am happy with everything else .

I have recently left a 12-month contract with Toucan, which seemed good value and was relatively reliable and easy to use, despite the first 2 niggles described above. However, when you switch suppliers, you could find ( as I did), that some of your call charges which have not appeared on previous bills & of which you can be unaware if not 100% careful, are lumped into one on your last bill. This resulted in me being charged approx 4 times more than my average call charges at the end of my contract for calls made over the previous 3 months, and for which I hadn't previously been billed or given the opportunity to pay for. Toucan may look cheap at the outset, but this "parting shot" can leave you out of pocket. There was no adequate explaination as to why these calls did not appear on previous bills

I have been trying to resolve my differences with Toucan, and have even involved Otelo, but they seem to ignore both me and Otelo.

I have about 10 emails saying that I will be contacted within 72 hours, but I do not remember being contacted even once.

Having received a Final Demand, I phoned to try to clarify the situation, as I am waiting for details of Otelo's final judgement, but a supervisor refused to speak to me.

The reason I have given 0 for 'Value for Money' is because they have cost me a lot of money in wasted time and phone calls etc.

All this happened even though I had been a customer for phone calls for a long time.

They cold called and tried to tell me a mobile service was free, but are now charging for it and will not cancel.

They do not contact you despite promises to resolve issues.

Customer services are unresponsive and give poor advice.

Connection can be slow

My mother, who is in her mid-80's, has her line rental through them. Unfortunately, a problem developed on the line and she could not get any dialling tone, and consequently no one could phone her. But, more importantly, she couldn't phone anyone, including emergency services. She is in poor health and vulnerable. I contacted Toucan to explain the problem and stress the urgency of the matter. I found them unhelpful and difficult to deal with. It took them 5 days in all to fix the line, after nine phone calls. No one returned my phone calls, despite promises and assurances. Although they all paid lip service to how sorry they were etc., no engineer came out for 2 days, and then he didn't fix the fault. Toucan didn't keep in touch with me in any way, even though I left my number and asked them to let me know what was going on. I had to wait another 2 days before anyone else bothered to come out. My mother will certainly be discontinuing her service with Toucan.

I have been with Toucan for about 3 years, and I have been nothing but happy with the company. Their all you can international for £9.99 a month saved me hundreds of pounds when my daughter studied in France for a year.

I am very pleased with their telephone services. don't know about broadband, as I haven't subscribed to that.