Talktalk

Tammera

I have talktalk telephone and broadband. when i got it almost 2 years ago, i was told that the free broadband wasnt in my area yet but would be soon. so i called now and then to find out and was told it wasnt in my area yet but will be soon. phoned today and was told, it was in my area january 2007 but i couldnt have it as i have fibreoptic telephone lines and i cant have the free broadband on fibre optic lines, and was told that i would have been told this (i wasnt). i want to know if there is anything i can do, ive been paying when i shouldnt have been and wasnt told what the problem was, if i had known almost 2 years ago when i changed to talktalk, that i would never have it for free, i wouldnt have changed over.

i am most likely going to change providers due to this and wondered if i should go with sky and whether you can haggle a good deal, or whether as an ex customer of ntl they would be more likely to give me a good deal?

thanks
tammera

BexTech

I'd send them an invoice working out the cost of 18 months service, wording it how you see fit.

You could ask for some sort of compensation, but this is TalkTalk where they might agree to it, but you'll never see it.

I wouldn't have gone with them in the first place until I knew they were offering it free in my area, but then having been stung with TalkTalk and their dreadful broadband in the past I would have steered clear.

alfox

talktalk want to charge me £112 when i move!otherwise its £70 cancellation fee! the phone point is there all they have to do is switch it on.plus they say i cant take my number with me! help1

BexTech

alfox wrote: »

TalkTalk want to charge me £112 when I move! Otherwise its £70 cancellation fee! The phone point is there all they have to do is switch it on. Plus they say I can't take my number with me! help1

All in the T&C when you signed-up to TalkTalk.

You probably can't take your number with you if the address is served by a different exchange.

TalkTalk will charge you the £112 as they have to pay Open Reach (BT) to do the job. This is why they have always preferred to take over a current in-use line as it only costs them £2.35

Nothing you can do other than decide if you want to pay the £70 or the £112 fee, but remember, move again and you'll have the same choice.

Tammera

I have been ill so never got round to doing anything about this. my broadband line rental has recently gone up aswell. if i was to write a letter to talk talk claiming they lied, and there is nothing in the T+C about not giving free broadband if they have fibre optic lines, and that i would get the broadband free when it comes to my area (which i dont and it is in my area). if talktalk the best people to write to, or should i write to some sort of official and what do i say?

thanks

1984ReturnsForReal_2

"gross misrepresentation"

Tammera

i phoned talktalk today and spoke to retentions about the process if i was to leave and if i was in a contract period, he gave me a MAC and told me the process, and then asked me why i was thinking of leaving, so told him this whole fibre optic lines story and he told me that i could ask BT to cover my lines and then i could get broadband for free and that if i changed providers i would still have fibre optic lines and not get it free elsewhere either and id be paying at least £15.99 p/m for broadband, so after i complained about again not being told that i could have my lines covered this he said "we didnt know" i went on to say that i was lied to a number of times as he could see from my logged calls and i didnt care whether i had to pay £3 more a month for my broadband as long as i was not being lied to continually and knew from that start what i was paying for, and the "we didnt know" and "i wont get free broadband elsewhere either" was said a number more times and i had to repeat myself also.
anyhow i got my mac and agreed to speak to customer services before i left to see if they could help me, he passed me on to broadband technical support in india, they then passed me onto customer service also in india, both of this had alot of trouble understanding me, and i had to politely say goodbye to the customer service guy when i had a moment of dejavu, and he told me i dont get free broadband as its not in my area yet /rolls eyes and sighs.

anyhow i have decided im not going to deal with poor customer care any longer and have a number of questions.

if i leave talktalk can i claim compensation for having to pay when i shouldnt have and who would i speak to (ofcom, soliciter etc?)

ive been looking at sky and virgin prices for what i would like and im willing to pay their prices, do any of them have only uk call centres and also which is better to proceed with? also should i look at any other company, i would like broadband, dont care about speed but would prefer unlimited or decent usage, also landine with unlimited free uk and USA calls, and if it is available but not essential, i would like a recordable tv box with a few channel packages.

thanks

iniltous

Whats your local exchange called ?
There are a few areas around that do not have the usual BT 'copper cable pair' type of service but are served by something called TPON (a fibre based system ..Telephony over Passive Optical Network )
If BT served your address by TPON ( or similar systems ) you cannot have conventional broadband or LLU as there isnt a 'local loop' to unbundle
As a trial ( an area called Kingswell in Scotland is an example) some people were given broadband over TPON but as the equipment isnt in the exchange but in a cabinet in the street next to the usual BT cabinet.... only BT or re-sellers of BT broadband can provide it...this may be what TT were (badly) trying to explain
When they say 'get line covered' I think they probably mean get line 'converted' from TPON to an ordinary copper line, but these TPON areas
sometimes dont have a copper wire 'overlay' so cannot be converted to an ordinary line and it would cost BT a fortune to rip out the TPON
and replace it with ordinary copper pairs, just so end users can use companys like Sky and TT who dont have to contribute to the cost
of the work ,so BT wont do it.

Tammera

thanks but im not really to worried about the finer details. what i would like to know is how i can get some or all of my money back, as i was told when its free in my area, i will get it for free, now they took over my exchange january 2007 and only admitted this to me in october 2008 and they wasnt able to give it to me for free. there is absolutly nothing in the T+C or on the contract that it is dependent on the type of cables i have, and was not told to me when i signed up. now as someone else told me this is gross misrepresentation, but am not sure who i need to go through to get my money back or compensation.