Tiscali has admitted that some of its broadband customers are not getting the level of service they subscribed to.

Some customers have complained of slow connection speeds and say they have been unable to get through to customer support for help.

The ISP, which has unveiled a raft of new high-speed services in the last few months, has blamed its growing popularity and “a much greater uptake of the new services than we expected” for the problems. It claims it is adding over 2,000 new customers a day.

Neal McCleave, general manager for media and operations at Tiscali, told Web User: “We do have some localised capacity issues and will undergo a massive upgrade process between 27 March and 7 April. From the start of January we have tripled the number of agents we have to answer calls and we are adding more every week.”

According to Tiscali, it has logged over 200 requests with BT to upgrade some of its virtual paths – the connection from BT's local exchange to Tiscali's own network and said it will constantly upgrade its capacity every week.

Tiscali has vowed to continue accepting new registrations to its broadband services and said the upgrade should not affect new customers because it takes up to 15 days to activate a new account and the upgrade process will be completed by 7 April. It said it will consider refunds for customers suffering problems on a "case by case basis".

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