Talk Talk shoddy customer service

[Deleted User] · 4 November 2008 at 10:15AM

Cut & Paste from Talk Talk's forum http://www.talktalkmembers.com/forums/showthread.php?p=116211#post116211

I am so mad, any advice would be gratefully received.................

TalkTalk have to be the worst company I have ever had the displeasure of dealing with.
Tue 28th October - Phone line down, of course no internet either. 1 hour wait on hold to bombay, on my mobile of course, to be told there has been a cable vandalised. I was promised a call back in 24hrs. I chekc all my equipment and buy a new phone just in case, nope not my equipment.
Wed 29th October - No call back as promised I phone very late evening. Approx 1 hour wait again. Cable is beinbg repaired, I should wait. Again promised a call back in 24 hrs.
Thur 30th October - No call back.
Friday 31st October - I have a very bad epileptic seizure. As my mobile is locked (kids) nobody could call an ambulance. I wake up 4 hrs later, sore, tired, kids distressed, got to walk in centre via taxi.
Sat 1st Nov - Still no call back, 7pm I phone TalkTalk Bombay division! I am told off for phoneing. I should wait for call back!!!!! I explain situation. Am told the vandalisim has been repaired, they dont know what is causing my fault, they dont know when an enginer will look at it. I should wait ANOTHER 24 hours! I am threatened that I can not leave talk talk, that anyone else will charge me £150 (not true even BT only charge £129 but atm only £29.00, breach of competitions rules imao, ofgem have been informed) and I will be fined £90.
Sun 2nd Nov - I miss calling my mum in australia. She is quite ill and is probably worrying that something is up, I am ill etc. Still have not spoken to her cant afford to do it on a payphone

(
Mon 3rd Nov - I phone customer services. I request a copy of talk talks code of practice, my terms and conditions of service (which I have never been sent) and any disability policy. I am informed they can not send them. I am to download them from the web site HA HA HA I have no service how can I do that, they dont know but they wont send me them!
Tue 4th Nov - I still have no service, still no call back, still no sign of an enginer visiting my home or trying to find the fault outside of the home.
To date I have spent £40 on my mobile phoning bombay. I usually put in £10 per month. My health and the safety of my kids has been put at risk and still nobody is interested, no call back, no enginer! 7 days no service but I am still paying for it. Nobody knows what is going on nor can I move my service to another provider!
:mad: Very angry soon to be ex customer.

wellssampson · 4 November 2008 at 10:34AM

I'm sorry to hear of your disatisfaction regarding talktalk. I had the same problems, and wanted to swich service provider. I was also told that due to the terms and conditions that I could not do this or I would have to pay a penalty fee to move. Unfortunately this is true. What I did was demand a refund of the money back that you have spent on your phone calling them, also demand that a refund be given for the the time it has taken them to repair the problem and the time you have been without service. They will refund this back into your account, although I had to wait six months for this to happen and had to contact them on several other occasions to remind them to do this. The next step would be to put it all in writing to the complaints department. I hope you have some luck doing this, let me know how you get on....

[Deleted User] · 4 November 2008 at 12:59PM

Nope my phone is not fixed BUT.........

I have been on to TalkTalks forums this morning via work http://www.talktalkmembers.com (you need to create an account using your account no) I now know a lot more about what is causing the fault and a nice person named emmaL is going to let me know if an visit is needed to my home etc etc. Hopefully this will now mean it will be working soon.

I wouldnt advise anyone to phone the very expensive 'faults line' instead, find a pc, work libaray anywhere and use this forum. TalkTalk obviously have the right people working on there that they dont seem able to employ on the customer 'services' lines.

Still I wait and see, 7 days and counting I'll let you know if and when they fix it and if and how much compensation they offer given the length of time it's been out and the inconvinece caused and mostly the money spent by me trying to get it fixed.

Dicky_Dave · 4 November 2008 at 6:38PM

The Talktalk Members forums are now staffed by full time Talktalk staff. Previously in beta form and looked over in a viluntary basis, it is about to lose the Beta tag and be officially live. Best resource out!

:j

MKR · 5 November 2008 at 9:00AM

Talk Talk are driving me mad!!! See my Home Movers thread! Talk? What a joke! I've now spoken to approx 25 people around the world and they are incapable of talking any sense or carrying out basic admin tasks! Agh!!!!!!

maemaesmummy · 5 November 2008 at 9:21AM

I have to say that my experiences with cs at Talk Talk have been the opposite.. very helpfull, offered immediately to phone back my mobile (which they did) and sent an engineer the next day...

Called and texted to make sure probs sorted as well.:beer:

[Deleted User] · 6 November 2008 at 10:11AM

maemaesmummy wrote: »

I have to say that my experiences with cs at Talk Talk have been the opposite.. very helpfull, offered immediately to phone back my mobile (which they did) and sent an engineer the next day...

Called and texted to make sure probs sorted as well.:beer:

10 days and counting and still not fixed :mad: . Though I do know what is causing it from using the talktalk members forums. Due to flooding around some cables, somewhere though not quite sure where or if they are even fixing them yet?

Of all the many calls I made to customer services only 1 offered to call me back. I asked 2 others to do so, gave them my mobile number etc and no call :mad:
When I did speak to them they didnt seem to know what was cuaing the fault, the forum told me what but not that it's being fixed, but some info is better than non whioch is what i was getting from the very expensive phone calls to talktalk CS!

I just want to be able to phone my mum and I dont like being left without a phone with the kids all weekend. I spent and age teaching them what to do if I have a seizure and they are very proud they can do it, but not if I dont have a phone of course

Shell

maemaesmummy · 6 November 2008 at 10:15AM

They also transferred all in-coming calls to my mobile at no extra cost.

I cant think what else to advise and hope you get it sorted very soon.

[Deleted User] · 6 November 2008 at 10:31AM

maemaesmummy wrote: »

They also transferred all in-coming calls to my mobile at no extra cost.

I cant think what else to advise and hope you get it sorted very soon.

They said they would transfer calls to my mobile and some have been diverted but... I have soken with people who have been trying to get in touch with me and they said they are getting either an engaged tone or a buzzing noise when they call my landline and they were trying off/on for a few days, so not all calls are being transfered! Hopefully Emmal on the forum will get it sorted soon.

tammigirl · 6 November 2008 at 5:34PM

Have read this thread with interest as i was gonna post myself to ask a question. My talktalk line had a fault and I reported it 6 weeks ago!! Its only just been fixed yesterday! I rang talk talk today to ask about compensation as i have
had no phone or internet for 6 weeks. Was told that the maximum they can offer me is £50. Bearing in mind that I have still been paying them my line rental and internet charges all this time total of £30 the actual amount of compensation is only £20..this doesnt begin to cover the mobile bill i have or the costs of 14 phone calls to them from my mums landline trying to sort it out, never mind the inconvenience of having no phone or internet for 6 long weeks!!! Does anyone know if there is anywhere I can take my complaint to other than customer services, who to be honest are about as much help as a chocolate teapot!!!

tammigirl · 6 November 2008 at 5:37PM

_shel wrote: »

Nope my phone is not fixed BUT.........

I have been on to TalkTalks forums this morning via work http://www.talktalkmembers.com (you need to create an account using your account no) I now know a lot more about what is causing the fault and a nice person named emmaL is going to let me know if an visit is needed to my home etc etc. Hopefully this will now mean it will be working soon.

I wouldnt advise anyone to phone the very expensive 'faults line' instead, find a pc, work libaray anywhere and use this forum. TalkTalk obviously have the right people working on there that they dont seem able to employ on the customer 'services' lines.

Still I wait and see, 7 days and counting I'll let you know if and when they fix it and if and how much compensation they offer given the length of time it's been out and the inconvinece caused and mostly the money spent by me trying to get it fixed.

LOL dont book a holiday on the strength of your expected compensation...see my post above!!

Talk Talk shoddy customer service

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