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Frequently Asked Questions
FAQs
FAQ's - Pricing
Q. Do I need to transfer my telephone line to use the Tiscali internet services?
A. No, you can subscribe to Tiscali Internet services providing you have a telephone line with BT or a BT Calls and Access service provider. (Please note that BT may prevent customers on their Light user scheme from accessing the Tiscali Daytime Plus, DayTime or Anytime services.)
Q. Can I start using my service as soon as I have registered?
A. If you register for Tiscali Pay As You Go, you can start using the service straightaway, with call charges for the amount of time you spend online charged by your telephone service provider at Local Rate. You will need to change your settings before using the service, as described on the final page of registration. Click here to update your settings automatically.
If you register for Tiscali DayTime Plus or Tiscali AnyTime you will be able to start using your account within approximately 30 minutes of registration. You will need to change your settings before using the service, as described on the final page of registration. Click here to update your settings automatically.
Q. Can you tell me about Tiscali Pay As You Go and how the charges are calculated?
A. There is no monthly subscription or joining fee. You will only be charged Local Rate for the time you spend online. These call charges will be on the bill you receive from your existing telephone provider.
Q. Can you tell me about Tiscali DayTime?
A. This product is not sold by Tiscali anymore. Customers already on this product pay just £4.99 a month for Internet access any time between the hours of 8am and 6pm, Monday to Friday. Any Internet calls made outside these times or on bank holidays will be charged at Local Rate, and appear on your Tiscali bill.
Q. Can you tell me about Tiscali DayTime Plus?
A. For just £7.99 a month you can surf the Internet any time between the hours of 8am and 6pm, Monday to Sunday. Any calls to the Internet made outside these times will be charged at Local Rate, and appear on your Tiscali bill.
Q. Can you tell me about Tiscali AnyTime?
A. For just £14.99 a month you can surf the Internet at any time of the day or night, up to 150 hours a month.
Q. How do I change the Tiscali service I am on?
A. You can upgrade or downgrade your Tiscali Internet access package to suit your Internet usage pattern by visiting the Tiscali My Account area, click here.
Q. How often can I change services?
A. You can change as often as you wish but only one change can be made per day.
Q. How will billing work if I change services in the middle of a month?
A. Your next bill will include the pricing change, worked out on a pro rata basis from the date you changed package. The collection date will remain unchanged.
Q. How can I change my billing details?
A. You can update your billing details in the My Account page on the Tiscali site. You can also contact us by telephone, email or letter. Click here for contact details.
Q. Why can't I find any information about Tiscali 50 and Tiscali 100?
A. Customer feedback we have received suggests that people prefer to have set times of day when they can have completely unmetered Internet access. As a result, Tiscali Tiscali DayTime Plus has replaced Tiscali 50 and Tiscali 100. This means that whatever time of day you usually connect to the Internet, we have an unmetered package to suit you.
Q. Does this mean I am going to have to move from Tiscali 50 /100?
A. Currently there are no plans to move Tiscali 50 and Tiscali 100 users to any other package. However, should this situation change we will inform you via email with plenty of time to allow you to make the right choice of package.
FAQ's - Technical
Q. How do I get help?
A. If you are experiencing a problem the first thing we recommend is to seek advice on our help pages where there is comprehensive information on basic issues and how to troubleshoot problems. If you cannot resolve your issue using Tiscali Help you can call our dedicated Technical Support help line on 0906 300 6633. Calls are charged at 50p per minute from a BT landline at all times. Call charges from mobiles or other network providers may vary. You can also contact our Technical Support Team on email, which is a free of charge service, click here.
Q. Does connection depend on where you are in the UK?
A. You can register for a Tiscali dial up service regardless of where you live in the UK, as long as there is a telephone line. For Tiscali subscription packages (e.g. Tiscali AnyTime) this must be a BT phone line.
Connection to Tiscali Broadband will depend on your Location. To register for Tiscali Broadband you need to be in a broadband enabled area and you also need a BT telephone line. Currently 90% of the UK is broadband enabled. When you register for Tiscali Broadband you will pass through a number checker. This will determine whether you are able to access Tiscali Broadband or not.
Q. Why haven't my username and password been accepted?
A. There could be a couple of reasons for this. Firstly, the username you have chosen may have been allocated or reserved already. Try and register with a different username and password. Very common usernames are unlikely to be available (e.g. John@tiscali.co.uk), so try to be unique!
Secondly, make sure there are no spaces or symbols in your username. For example, usernames such as John***@tiscali.co.uk or John Jacoby@tiscali.co.uk will not be accepted. You can, however, use full stops, hyphens or underscores.
Q. Why am I getting a no dial tone error although my phone still has an audible dial tone?
A. Normally this indicates your modem cannot be found but one of the most common reasons for this occurring is because of BTs 1571 service having new messages which need to be cleared prior to connecting to the Internet. Listen to your messages and you will be able to connect when they have been cleared.
Q. Can I change the Tiscali email address I have chosen after registration?
A. No, the unique email address you select on registration is your username and is required for Internet as well as email access. However, all Tiscali access products allow you to add up to five additional emails, at no extra charge, which are different to your login email address
Q. How can I protect my computer from getting a virus? Has my computer been infected?
It is very important to install anti-virus software on your computer. If your computer contracts a virus this could lead to email problems, intermittent connections and an array of other problems. Sometimes it is not obvious that your computer is infected, instead you might incorrectly think its a problem with your Internet Service Provider. If you feel you might have a virus problem, click here for basic troubleshooting and advice. If you would like to purchase anti-virus, anti-spam or firewall software, click here.
Q. How can I contact you if I continue to have technical problems?
A. You can contact us by telephone, email or letter. Please click here for contact details if you are having problems with your dial up service.
Please click here for contact details if you are having problems with your broadband service.
FAQ's - Pricing
Q. Do I need to transfer my telephone line to use the Tiscali internet services?
A. No, you can subscribe to Tiscali Internet services providing you have a telephone line with BT or a BT Calls and Access service provider. (Please note that BT may prevent customers on their Light user scheme from accessing the Tiscali Daytime Plus, DayTime or Anytime services.)
Q. Can I start using my service as soon as I have registered?
A. If you register for Tiscali Pay As You Go, you can start using the service straightaway, with call charges for the amount of time you spend online charged by your telephone service provider at Local Rate. You will need to change your settings before using the service, as described on the final page of registration. Click here to update your settings automatically.
If you register for Tiscali DayTime Plus or Tiscali AnyTime you will be able to start using your account within approximately 30 minutes of registration. You will need to change your settings before using the service, as described on the final page of registration. Click here to update your settings automatically.
Q. Can you tell me about Tiscali Pay As You Go and how the charges are calculated?
A. There is no monthly subscription or joining fee. You will only be charged Local Rate for the time you spend online. These call charges will be on the bill you receive from your existing telephone provider.
Q. Can you tell me about Tiscali DayTime?
A. This product is not sold by Tiscali anymore. Customers already on this product pay just £4.99 a month for Internet access any time between the hours of 8am and 6pm, Monday to Friday. Any Internet calls made outside these times or on bank holidays will be charged at Local Rate, and appear on your Tiscali bill.
Q. Can you tell me about Tiscali DayTime Plus?
A. For just £7.99 a month you can surf the Internet any time between the hours of 8am and 6pm, Monday to Sunday. Any calls to the Internet made outside these times will be charged at Local Rate, and appear on your Tiscali bill.
Q. Can you tell me about Tiscali AnyTime?
A. For just £14.99 a month you can surf the Internet at any time of the day or night, up to 150 hours a month.
Q. How do I change the Tiscali service I am on?
A. You can upgrade or downgrade your Tiscali Internet access package to suit your Internet usage pattern by visiting the Tiscali My Account area, click here.
Q. How often can I change services?
A. You can change as often as you wish but only one change can be made per day.
Q. How will billing work if I change services in the middle of a month?
A. Your next bill will include the pricing change, worked out on a pro rata basis from the date you changed package. The collection date will remain unchanged.
Q. How can I change my billing details?
A. You can update your billing details in the My Account page on the Tiscali site. You can also contact us by telephone, email or letter. Click here for contact details.
Q. Why can't I find any information about Tiscali 50 and Tiscali 100?
A. Customer feedback we have received suggests that people prefer to have set times of day when they can have completely unmetered Internet access. As a result, Tiscali Tiscali DayTime Plus has replaced Tiscali 50 and Tiscali 100. This means that whatever time of day you usually connect to the Internet, we have an unmetered package to suit you.
Q. Does this mean I am going to have to move from Tiscali 50 /100?
A. Currently there are no plans to move Tiscali 50 and Tiscali 100 users to any other package. However, should this situation change we will inform you via email with plenty of time to allow you to make the right choice of package.
FAQ's - Technical
Q. How do I get help?
A. If you are experiencing a problem the first thing we recommend is to seek advice on our help pages where there is comprehensive information on basic issues and how to troubleshoot problems. If you cannot resolve your issue using Tiscali Help you can call our dedicated Technical Support help line on 0906 300 6633. Calls are charged at 50p per minute from a BT landline at all times. Call charges from mobiles or other network providers may vary. You can also contact our Technical Support Team on email, which is a free of charge service, click here.
Q. Does connection depend on where you are in the UK?
A. You can register for a Tiscali dial up service regardless of where you live in the UK, as long as there is a telephone line. For Tiscali subscription packages (e.g. Tiscali AnyTime) this must be a BT phone line.
Connection to Tiscali Broadband will depend on your Location. To register for Tiscali Broadband you need to be in a broadband enabled area and you also need a BT telephone line. Currently 90% of the UK is broadband enabled. When you register for Tiscali Broadband you will pass through a number checker. This will determine whether you are able to access Tiscali Broadband or not.
Q. Why haven't my username and password been accepted?
A. There could be a couple of reasons for this. Firstly, the username you have chosen may have been allocated or reserved already. Try and register with a different username and password. Very common usernames are unlikely to be available (e.g. John@tiscali.co.uk), so try to be unique!
Secondly, make sure there are no spaces or symbols in your username. For example, usernames such as John***@tiscali.co.uk or John Jacoby@tiscali.co.uk will not be accepted. You can, however, use full stops, hyphens or underscores.
Q. Why am I getting a no dial tone error although my phone still has an audible dial tone?
A. Normally this indicates your modem cannot be found but one of the most common reasons for this occurring is because of BTs 1571 service having new messages which need to be cleared prior to connecting to the Internet. Listen to your messages and you will be able to connect when they have been cleared.
Q. Can I change the Tiscali email address I have chosen after registration?
A. No, the unique email address you select on registration is your username and is required for Internet as well as email access. However, all Tiscali access products allow you to add up to five additional emails, at no extra charge, which are different to your login email address
Q. How can I protect my computer from getting a virus? Has my computer been infected?
It is very important to install anti-virus software on your computer. If your computer contracts a virus this could lead to email problems, intermittent connections and an array of other problems. Sometimes it is not obvious that your computer is infected, instead you might incorrectly think its a problem with your Internet Service Provider. If you feel you might have a virus problem, click here for basic troubleshooting and advice. If you would like to purchase anti-virus, anti-spam or firewall software, click here.
Q. How can I contact you if I continue to have technical problems?
A. You can contact us by telephone, email or letter. Please click here for contact details if you are having problems with your dial up service.
Please click here for contact details if you are having problems with your broadband service.
Tip of the day
"When connecting to Tiscali as your ISP, you need to use Tiscali's SMTP server to send email: smtp.tiscali.co.uk"
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