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TalkTalk broadband/phone (merged threads)
rubrub
Posts: 13 Forumite
in Phones & TV
Has anyone been having real difficulty with TalkTalk? I gave them my MAC code in early July and was promised connection by end July. I rang them on 31.07.06 (after trying 24 times to get through!) and was told that they had no record of my MAC code. So I gave it to them again, with only 3 days left before the code expired. Their Indian call centre assured me that they would give me high priority as it was clearly their fault. On 04th August I called my existing ISP and was told that TalkTalk had not made use of the code and that it had now expired. So I have asked for another MAC code and have got to go through the entire process again - meaning that my broadband connection will be one month late. It is extremely difficult to get through to them - so far I have spent over 4 hours in telephone queues only to be told that I have dialled the wrong number or selected the wrong option and as their different departments don't talk to each other, I have to hang up and try again. For those of you who have had similar difficulties, here are some contact e-mail addresses and postal addresses to write to - but I suppose we shouldn't expect any replies!
1. customerservices@talktalk.co.uk
2. You can also try their usual customer service telephone number (0870 444 1820) and say that you would like to make a complaint. According to their code of conduct, they must make a note of your complaint and pass it on up the chain.
3. escalations@cpw.co.uk - apparently this is a 'direct line' to their complaints department. You will receive an automated e-mail back.
4. You can also write to the following individuals:
Steve Rescoria, Customer Service Director
Charles Dunstone, Chief Executive, Carphone Warehouse Group
David Thatcher, Managing Director, Talk Talk
David Goldie, CEO Telecoms, Carphone Warehouse Telecoms and Opal.
The only address I have for all these people is:
Talk Talk Telecom Ltd.
1 Portal Way
London W3 6RS
Knowing what I know now, I would have given this company a very wide berth. Unfortunately, I am now stuck for 18 months.
Good luck!
RubRub
:coffee:
caffeine freak
caffeine freak
0
Comments
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rubrub
freephone number for TT 0800 049 0049. option 2 takes you to their customer services. Had problems with their Indian call centre. The guy told me, that he was going to hang up on me and thats what he did (the only part of the conversation that I clearly understood). Got through to customer services in the UK and they gave me the above phone number. Completley different service.
Suggest you keep using this number until you get the UK call centre.0 -
I have also suffered much delay.
I signed up in April 2006 for TalkTalk 3 International which supposedly gave me "free" broadband as well as line rental for £11 per month and unlimited calls to certain land lines in the UK and four overseas countries for £9.99 per month.
I was informed my phone "go live" date would be the date of my next bill, namely 5th May, which happened. I was then informed that my broadband go live date would be "May". I am still not connected to broadband.
I have phoned TalkTalk customer services about five times at two week intervals and each time been told there was a minor technical problem which would be sorted within about 10 days. The last time I called them I was refered to their technical support department - a new number previously unknown (at a premium rate charge!). They informed me that my go live date was now 1st September.0 -
rubrub wrote:
Has anyone been having real difficulty with TalkTalk? I gave them my MAC code in early July and was promised connection by end July. I rang them on 31.07.06 (after trying 24 times to get through!) and was told that they had no record of my MAC code. So I gave it to them again, with only 3 days left before the code expired. Their Indian call centre assured me that they would give me high priority as it was clearly their fault. On 04th August I called my existing ISP and was told that TalkTalk had not made use of the code and that it had now expired. So I have asked for another MAC code and have got to go through the entire process again - meaning that my broadband connection will be one month late. It is extremely difficult to get through to them - so far I have spent over 4 hours in telephone queues only to be told that I have dialled the wrong number or selected the wrong option and as their different departments don't talk to each other, I have to hang up and try again. For those of you who have had similar difficulties, here are some contact e-mail addresses and postal addresses to write to - but I suppose we shouldn't expect any replies!
1. customerservices@talktalk.co.uk
2. You can also try their usual customer service telephone number (0870 444 1820) and say that you would like to make a complaint. According to their code of conduct, they must make a note of your complaint and pass it on up the chain.
3. escalations@cpw.co.uk - apparently this is a 'direct line' to their complaints department. You will receive an automated e-mail back.
4. You can also write to the following individuals:
Steve Rescoria, Customer Service Director
Charles Dunstone, Chief Executive, Carphone Warehouse Group
David Thatcher, Managing Director, Talk Talk
David Goldie, CEO Telecoms, Carphone Warehouse Telecoms and Opal.
The only address I have for all these people is:
Talk Talk Telecom Ltd.
1 Portal Way
London W3 6RS
Knowing what I know now, I would have given this company a very wide berth. Unfortunately, I am now stuck for 18 months.
Good luck!
RubRub
Out of interest, in your "My Account" section, does it say your broadband is being activated at the top of the first page you see after logging in (next to where it says about the status of your go live date, phone number, etc)?0 -
"Charles Dunstone is still fighting to fix TalkTalk's customer service difficulties against the tide of demand for its 'free' broadband deals.
A five-week period has been earmarked by Dunstone to remedy the waiting times currently experienced by customers. The Carphone Warehouse founder said this week he would take 'personal responsibility' for resolving the problem"
http://www.mobiletoday.co.uk/content/3287.asp?men=1&sub=30 -
I have talk talk broadband - I signed up in april and was connected by may - have had no problems at all - so fingers crossed.0
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Hi all,
Latest update on my problems with Talk Talk (in case anyone's interested). My letters of complaint to Steve Recoria and Charles Dunstone seemed to have worked. I received a call from one of their customer liaison officers earlier this week - he has been 'assigned' to deal with my problem until it is completely resolved. Furthermore, they have also decided to waive the £29.99 broadband connection charge for me - they did this without me having to ask for it. I also received a recorded message from Talk Talk on my home telephone number yesterday saying that they are working on my broadband connection. I also received another letter from the office of Charles Dunstone saying that my compaint has been logged officially and that they will work to resolve the issue.
I now have a direct e-mail address to 'my personal' customer liaison officer. He will also (apparently) e-mail me regularly to update me on progress.
So finally - things are beginning to move - one month late.
a slightly happier rubrub:coffee:
caffeine freak0 -
This is to warn others about TalkTalk Broadband - don't touch them with a bargepole. My experience is as follows:
I first applied for TalkTalk Broadband on 13th April 2006. Over 4 months on and countless telephone calls and letters and they still can't give me a go live date.
I was previously with Tiscali and when I gave TalkTalk my MAC code back in May 2006 I was incorrectly advised to terminate my Tiscali contract because of the MAC code I was given. I was then advised by someone else that they could have migrated my account. Since then they have so called reprovisioned my account 4 times and also gone back to BT for Broadband clearance and still cannot connect me. It should be simple enough - my land line is totally clear and I haven't had internet access since 30/05/2006 and I have no current MAC code. So what's the problem? Each time I phone TalkTalk customer care line they come up with the same excuses with no confirmation when I will get connected. I have even written to Charles Dunstone about my experience and he doesn't reply!!!
My advice is don't touch them they are useless.0 -
I have Talk Talk and haven't had any props .... looks like Ive been lucky0
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o probs for me either
and saving a stack load of money!
woo hoo - happy days.0 -
have signed up for the above however because of all the negative press am having second thoughts .have got my phone switched to talk talk but because of the delay on broadband havent as of yet given them mac code so as they advertised it as free thinkin of staying with pipex £23.pm until sky go live .i am more than willing to pay sky as i carnt see them making a cats ar*e of it.anybody know if i am obliged it give them a mac code or can i subscribe to sky?0
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