Talk Talk Complaints

Raystr

Hi All,
Having read all of your comments, I felt compelled to post the actual letter to TalkTalk, on this site:

Read On...........you'll love this!:rotfl::rotfl::rotfl:

December 2009

I Am Already a TalkTalk customer, and have been for many years!
Migrated from BT to TT In 2005/6.

Wanted to transfer the WHOLE Service to you in December 2009! This would include all of our landline telephones, as well as our Internet Broadband Service, and Mobile Phones, at a later date! Some of these were business lines, and would take time to transfer.

What follows, is a summary of recent events, which has resulted in a TOTAL CANCELLATION of ALL services!

Friday 13 November 2009, Signed up for the upgraded Package, which would include, Line Rental, A Charge for Broadband, but an allowance, for certain Mobile numbers, including 0800, etc.

Was told that a Welcome Pack would be sent to me, giving me instructions of what I should do next:

Welcome Pack , NEVER ARRIVED!

As a result, never received ANY notification of User Name/Password, or "Going Live" date. Was totally UNAWARE of what was going on, Apparently, it was "LIVE",
but I never knew!

LOST SERVICE COMPLETELY on Wednesday 2 December.
**19 DAYS HAS NOW ELLAPSED**

STILL NO MODEM! Called numerous times to ask for HELP!
MODEM, Re-Ordered, because staff didn’t know what was going on!

26 Days has now passed since initial order!
Wednesday 9 December – At Last, Got Modem!
Once connected, loads of problems, lost line, Extremely SLOW connection – OFF-LINE for days at a time!
Beginning to give up!

TalkTalk Engineers brought in to rectify the problem.
Last conversation with engineers, Saturday, 12 December,
(5 Days Ago)

STILL HAVING PROBLEMS!
Monday 14 December, USER NAME/PASSWORD Not Recognised!

Using WRONG PASSWORD/Can’t Connect…………….BAFFLED!

Tuesday 15 December, Dialled the password retrieval service – "PASSWORD" Appears to have been changed without my knowledge….

New PASSWORD, TOTALLY DIFFERENT ONE
(Very Confused)
It’s no wonder, I can’t connect! Using Wrong Password! ARGH!

Wednesday 16 December – Rang Customer Service……was told that someone would call me back later that day, stayed in
ALL DAY – From 10am until 4pm,
NO SUCH CALL RECIEVED!

Wednesday 16 December, (approx 4pm) Called – Extremely annoyed, cancelled the whole service – Enough Is Enough!

You have to agree, this is pretty horrendous!
This is really sad! I have gone from a situation where I would recommend TalkTalk, to anyone, to now thinking, that you are the worst company in the world, and need some serious staff training.

Today, I spoke to one of your telephone operators in cancellations, and to say his tone of voice was less than apologetic is an understatement.

Honestly, things have gone from bad to worse. It is the last thing I want to have to start all over again but I feel so let down with you now, I feel that there is no alternative but to cut all ties with your awful company.
　
Truly IBISMAL, come on TalkTalk, get your act together!
:money::mad::mad::mad::mad::mad:

linda_hayter

Talk Talk...., Just to let you know,"Tiscail do still exist"

I have had trouble with talk talk whom informed me Tiscali was being taken over by talk talk this statement is UNTRUEEEE!!!! they are still a business and if you get any phone calls to say you have been taking over, you don't have to move. I am still with Tiscail and find their service fanastic. If it wasn't for the nice lady i would have had to pay the cancellation fee from tiscail and the rediculous £29.99 connection fee.. ermmmmmm this is extremelly unfair as they are potching Tiscails customers.They are only meant to contact you if u have only brpadband or telephone not both.

psdie

Here's a copy of the news story I just sent to MSE News - hopefully will get some coverage and encourage TalkTalk to rethink its tactics.
__________________


Hello MSE News team

I wanted to share my frustration at the bullying tactics that new Tiscali owner, TalkTalk, are displaying to existing Tiscali Broadband customers such as myself.

When the TalkTalk takeover was announced in November, both Tiscali and TalkTalk sent letters promising that services would remain unchanged. However, a letter dated 10th December from TalkTalk breaks this promise.


TalkTalk are *requiring* all Tiscali Broadband customers to switch to its Weekend Talk call package by 14th January or face a £5pm hike in broadband fees, from £14.99pm to £19.99pm. This call package is a poorer deal than competitors on the market such as Primus's free Home Phone Saver (featured in today's MSE newsletter), which I use and gives me free evening and weekend landline calls (TalkTalk's package is only free weekend calls), plus offers cheaper line rental.


Furthermore, TalkTalk is introducing a 40GB/month download limit, whereas my current Tiscali package (£14.99 'Unlimited 8Mb Broadband') has no fixed limits, only a fair usage cap "well in excess of 100GB/month" (from Tiscali website). Finally, TalkTalk are requiring customers to lock into an 18 month contract, hiding this detail in small print on the back of the letter!


I hope MSE can highlight this manipulative move through a news article. I can provide a scan of the letters from TalkTalk if required.
____________


B Johnson
Cheltenham, UK

halucin8

My aunt who is disabled had a fault on her talk talk line it was constantly engaged.. i reported the fault for her back in Nov .. 2 weeks past with my ringing daily being told engineers are working on it. i was worried about my aunt who only recently had both knees replaced and i run up to her with a mobile phone just in case .. i gave talk talk the number. i went to see my aunt the other day to make sure she was ok as STILL the phone was enganged.. she informed me that talk talk had rung her and had her unplug everything from the phone line and plug a new phone in .. she did this but still nothing .. she was then asked by the talk talk representative to get a screw driver and take the cover off the box on the wall ( yes the BT phone socket) and to check the wiring !! Luckily she told the person that no she couldnt do that.. these people know my aunt is elderly and disabled and they do this what happened to the engineers doing their job .... i have tried for days now to get someone to talk to me about this but i just get passed from pillar to post wrong department sorry .. oh we dont deal with this you need this 0870 number .. i think after the holiday i will be going to ofcom.

chris28durham

Tel: 01429836328

I signed up for a new phone line/broadband account with Talk Talk

My phone line went live on the 24th of novemeber 2009

I was told it would be approximtley 21 days for my broadband to go live, then I receive a letter saying 10 - 15 days???

after numerous calls and promises of "go live dates" im very unhappy to report im still without broadband

I received my welcome pack (router etc) on the 18th of dec and was given yet another go live date of the 24/12/09

this never happened, no calls from talk talk at all, I again had to make 5 calls on the 25/12/09 and was told 5 different stories

1 - give it another 24-48 hours

2 - an engineer is coming out on the 29/12/09

3 - your order will be live on the 28/12/09

4 - it will be live in a few hours

5 - I will get a manager to call you back - I waited in the house allday and received no call!!

I rang on the 26th and spoke to 2 Agents ahmed and Brandon, the latter promised me and literally swore that I would have my broadband on monday the 28th of december by midnight

yet again monday came and went and nothing, so I rang back and was told there is a delay with the line going through BT are holding it up, I rang BT and imagine my surprise when they informed me that my line had been moved over to talk talk on the 24th of november

I rang back, spent 55 minutes on hold through to the technical team to be told sorry as your broadband isnt active im going to have to pass you back through to customer services, 20 mintues later (these calls were made on my mobile) I spoke to eric in customer services who said the network team may have to go out to the exchange which is located literally next to my house and manually turn on the broadband, but there response to an urgent call was 48-72 hours meaning I am likely to be without broadband until after the new year

this for me is the worst customer service I have ever received, all I want is for someone to be honest with me, tell me whats going on and not be fobbed off and lied to!!

I have sent this email to offcom, trading standards and the managing director of talk talk

petite_lady

oo didnt see this thread iv just posted one about talk talk. talk talk are the worst company i have ever been with.

The last person i spoke to just went well go else where ! how rude!! i would do but they charged me for broadband and never even sent me a welcome pack router or broadband connection but still charged me! they ruined my christmas i couldnt phone anyone and i spent 3 hours on the phone to them in 2 days! oh and the last women tuted and hung up on me i wasnt even rude i just asked for my money back for the broadband. i have told all my clients my problem 4 of which where just about to sign up to talk talk and now are not . all i did was move house and sign up to there broadband and this is how they treat me . check in my profile for my post on talk talk like this thread its only a brief aswel .

so now im in a 24 month contract with a company that never even gave me broadband wont move my phoneline or acount they are lying saying i didnt phone them even thou one operator was able to tell me the day and time i called. stay away from talk talk .

Communism_killed_millions

Talk Talk are useless.

I have recently seperated and am no loger living at my previous address. However the number and line are still required at that address. Talk Talks uselessness and extremely poor customer services have made me not want to be a talk talk customer any longer so i will not be using the company at my new address.

What should be a simple name change on the bill has turned into a nightmare. Telephone and internet service has been suspended, even though the company is aware of a special care system which requires a working telephone line to function, for a disabled person who lives at the address.

I have telephoned six times and have writtten to talk talk twice.

To add extra insult talk talk is trying to charge me for a service which they are unwilling to provide.

chesterlandlord

WHAT A TERRIBLE MISTAKE I have made TYRING to migrate to TT from AOL !!
1. Could not register because they got MY date of birth wrong
2. they 'forgot' to add voice mail
3.Promised Voice Mail 22.12.09
4. still no voicemail told ANOTHER 7 days!
5. No starter pack two days before TT goes on line supposed to be 3rd Jan 2010 live
Good job its within the 30 days because I am out of this. Nothing but bull lies and promises from Customer services

Marky1985

FTAO Talktalk representatives,

I would like to share with everyone the hastle I have had dealing with numerous incompetent members of the so called customer service team. Like many other I have tried to find a address or person to complain to but it apper Talktalk would rather ignore what a useless organisation they are rather than try to improve it.

My ex partner and I opened an account with talktalk back in January for a property we rented together. All ran smoothly until we broke up and moved our seperate ways. 4 weeks prior to moving out I called talktalk and informed them that the account was to be changed into my ex partners name and moved to her new address as she would take the account over. After 3 weeks and numerous calls NOTHING was actioned and on chasing this I was informed that calls had been logged with no notes attached. I explained the urgency of this and was assured it would be dealt with - of corse it wasn't. After we had moved out I called again from my ex partners flat to say we neded this done as a matter of urgency and the line at the old address should not be active as nobody lived there. I was informed that the only way to do this would be to cancel the contract which we did. I pointed out that had it not been for the incompetence of talktalk staff it would not have come to this as the plan was simply to keep the account running at a different address and for this reason I would begrudge paying any cancellation charges.

When the final bill came we had been billed for a lengh of time we had not been in the property and a cancellation fee (around 85 pounds) which we disputed by telephone and email (which I have a record of). I pointed out that I had no issue with paying what was owed or even the cancellation fee however did not want to pay for a period of time the line wasn't being used. After much stress and hastle I agreed to bury the hatchet and pay the full amount for the sake of drawing an end to this frustrating saga. I paid by BACS into the account details provided by email from a talktalk representative.

A few days later I was informed by my ex partner that she had received a letter in my name (should have been changed!!) from a debt collector, BCW, requesting this plus additional charges! Nedless to say I was not happy. I called the number on the letter and informed them that this had been paid to talktalk directly on their request. I then received numberous calls and letters demanding payment (it seems that the BCW customer services are a useless as talktalks!!). After ongoing discussions (over 3 months) I sent a copy of my bank statement to BCW on 02/12/09 prooving that payment had been made and was ensured that this was sufficient evidence and talktalk would be notified. Despite this talktalk still deny receiving payment and I have this week received a threatening letter outling the proceedure for debt collection by an investigations officer.

What more can I do to try to rectify this?!?! I clely do not want to pay twice and this is damaging my credit rating. I would rather pay than go to court and have considered legal advise as I am tempted to investigate grounds on which I can sue for harrasment and incompetence. I would be interested to hear what talktalk have to say about this and how I can get this resolved as quickly as possible because it is causing unnecessary stress and hastle.

Emma, you seem much more helpful than previous members of staff I have spoken with so maybe you can assist with how I can go about finishing this. Any advise would be more than welcome.

Rant over.

Mark

Nikiya

We have been without telephone or internet connection since yesterday morning. Your "outages" site just tells us there is a problem with our exchange station (Gipsy Hill) specific to Talk Talk and "they are working on it". Is that the best you can do? Some friends have tried to contact Talk Talk on the telephone and after half an hour of being sent from one place to another have got nowhere.
I am loosing revenue since I work as a free lancer and using the telephone, not to mention all the other inconveniences of being without communications.
I can't believe you can be so unaccountable. We have had many problems with you before but this time it is too much. I need to know what is going to happen because otherwise I'll override you and get a BT connection.
Thanks for a prompt reply. We are using a neighbour's laptop.