I think Tiscali are going through a bad support situation at present. I had a problem re-connecting my broadband service last week. Tiscali told me that they would sent me a new re-install disk, as they couldn't assist until I had received the disk. Funny really, I had another play around with the setting etc, and re-connected. Three days later I received the 'essential' re-install disk!!.
Had I left it to Tiscali, I would have had no broadband for an extra three, four or more days, left to my own devices and regained the connection within a couple of hours.