Talk Talk Complaints

TalkTalk

Hi Don horn,

The checks that TalkTalk ask customers to complete are to rule out internal wiring issues and equipment problems. If you had a problem with an overhead cable that was damaged then this should have been reported as a damage report and not a fault so I apologise if this was not done. The faults checks are essential however, as if the fault is found to be with internal wiring or equipment and an engineer has been arranged the customer is liable for the costs. It is for this reason that we request all testing is completed thoroughly.

For information the master socket is the property of BT Openreach upto the test socket. The faceplate that you would be asked to remove for testing is the customers responsibility.

All faults have different causes therefore diffrent resolutions. On occasion there can be delays if planning is needed for road works etc. All line repairs are completed by BT Openreach on behalf of TalkTalk and it is BT Openreach that will repair the line for any service provider using a BT line.

Cheers
Emma x

DONTBELIEVETHEHYPE_3

hi everyone and excuse my following rant

i have been with talk talk less than a week week and have found my anger management almost impossible to control.

i have read through many of the talk talk complaints and this has given me some insight and direction.

Below is the email i have forwarded on to talk talk and i have also sent a copy of this to the C.E.O Mr Dunstone :

Well were to start…….this company has shown an arrogance that beggars belief.
As a loyal long term Tiscali customer I was accidently informed via a radio program on the bbc’s radio 4 in early January before talk talk even got round to informing me that talk talk would be taking over my broadband. Therefore I contacted talk talk and was told this was the case and I was advised to sign up to the broadband and telephone package.
I had discussed at this time that the router I had from Tiscali had intermittent cut outs and was told not to worry as a better higher quality router would replace it.
I had to sign up to an 18 month contract and cancel my b.t basic package to take out this offer.
b.t basic is a special tariff for unwaged and low income people like me. Once cancelled it cannot be taken back from b.t
I was previously on an unlimited broadband tariff of £10 per month from Tiscali.
My b.t basic bill was £4.50 per month.
Add to this that the said router did not turn up until the live date and no one emailed to inform when it went live, the helpline did not work and any calls made to talk talk were lengthy misleading and repetitive.
Eventually I connected to broadband which in fact did not require that I change my router….but talk talk mislead me over this.
Now if all that’s not bad enough things escalated much further.
Firstly the range that the router covered was less than my previous router……after many many calls and many many hours of speaking to different departments at talk talk’s out sourced call centres in india and after giving my full name, first line of address, postcode, email address and telephone number many many many times over I was eventually put through to someone who asked me to change the channel on the router…this I did but with little or no change….in fact as I recall the signal became even worse.
Furthermore I also noticed that the main device that I use in my home only partially connected with the router…the device being my nokia n900.
I clearly explained what the problem was but received poor and at times insulting replies and again had the phone put down on me many times.

And to clarify: WHEN I USE MY OLD TISCALI ROUTER MY NOKIA CONNECTS AND THERE IS NO PROBLEMS …ALSO IF I ACCESS ANY WIFI HOT SPOTS OR VISIT FRIENDS HOMES WITH WIFI MY NOKIA CONNECTS AND EVERYTHING IS FINE.
WHEN THE ROUTER TALK TALK SENT ME IS PLUGGED IN THERE IS AN IP LOCK OUT AND THE DEVICE DOES NOT WORK CORRECTLY AND I AM PARTIALLY LOCKED OUT….
CLEARLY THIS IS A ROUTER ISSUE BUT TALK TALK WILL NOT LISTEN.( they certainly talk talk shi*e shi*e like like)

I HAVE CONTACTED NOKIA AND THE GEEK SQUAD AND BOTH CONFIRMED THAT THIS IS AN IP LOCK OUT ISSUE WITH THE ROUTER.

I HAVE EXPLAINED THIS TO TALK TALK BUT AGAIN I WAS LAUGHED AT AND HAD THE PHONE HUNG UP ON ME
Again many many calls to broadband technical department and many many hours of my time wasted, being insulted, put on hold, cut off, laughed at, given other numbers to call that did not work and given different departments to speak to about this matter.
Basically talk talk is clueless. I have sent emails already but none have been replied to except for one where I had disputed the cost of service (that took over two weeks to reply to and in fact never answered my questions at all)
The amount of unnecessary distress talk talk has caused me is unacceptable.
FURTHERMORE:
Currently I have two overlapping bills…one from Tiscali and one from talk talk….if I go to the Tiscali bill online it is redirected to talk talk but if I try to discuss this with talk talk they send me back to Tiscali at a 10p a min call number…..
????????? what the hell is going on?

I HAVE REQUESTED CALL BACKS FROM A TECHNICAL DEPARTMENT IN THE UK BUT IT APPEARS IT IS ALL OUT SOURCED TO INDIA.

FINALLY DUE TO MY LOCATION I HAVE NO OTHER OPTION NOW BUT TO STAY WITH THIS INSULTING COMPANY.
I WOULD LIKE AN EXPLANATION AND APOLOGY FOR ALL THAT HAS HAPPENED PREVIOUSLY AND WOULD ALSO POINT OUT THAT I HAVE REPORTED ALL THESE INCIDENTS TO OFCOM.
I WOULD REQUEST THAT I AM RESPONDED TO IN A MORE TIMELIER MANNER.
I WILL BE SEEKING COMPENSATION FOR ALL THE DISTRESS AND TIME THAT TALK TALK HAVE COST ME IN TRYING TO RESOLVE THESE ISSUES.
PLEASE ALSO PROVIDE DETAILS OF YOUR MANAGING DIRECTOR AND HIS/HER EMAIL ADDRESS AND HIS/HER MAILING ADDRESS.

REGARDS,
xxxxxx

DONTBELIEVETHEHYPE_3

oh and one more point. are my details being sold on?
been with talk talk one week week and had about 10 cold calls when previously i had t.p.s

mjhx

15 years on cable and no complaints. I move to my current address and have little choice. After two months, - signed up to wrong account, got address wrong twice, been told I am going live twice, had two welcome packs and you guessed it NO SERVICE!
I have phoned, emailed and been cut off, told I would not get anywhere with my attitude! Who is getting it wrong?
I now have no phone which according to Talk Talk is an exchange fault. I got my sister to phone for me and she was told this after being passed around and cut off twice for over an hour. She was assured that I would be contacted on my mobile. It didnt happen. Only the almighty knows when I will get broadband.
I live in an old building of several appartments all of which have to be served by the same exchange. My friend downstairs is not affected...... funny that!
As for marketing calls I am FED UP. I am with the TPS , I have a witheld number due to security of my work and when my landline did work I come home to an answer phone full of this ****.
I rue the day I ever decided to go with this shambles of a company. Consumer choice, customer service - both jokes!

TalkTalk

Hi Dontbelievethehype,

I am sorry to hear you have experienced problems with your TalkTalk servive. Your Tiscali router if configured correctly will work perfectly well on a TalkTalk service and you are correct that you do not require an additional router to connect to TalkTalk. The router is provided free of charge to you and should arrive on or shortly after the live date which it appears yours did.

When you say you had drop outs with your Tiscali router whilst on their service do you mean wireless drop outs or synch drop outs? If you are struggling with getting a good wireless signal in your property then an N Router is probably the best option for you as they have a better range and a faster wireless connection.

If you could register and post at https://www.talktalkmembers.com/forums we will be able to assist with any technical issues you have with the service and ensure you are getting the best out of your line. This will alow us to view your line stats and go into more detail regarding set-up etc.

TalkTalk do not "sell on" customer details for marketing or any other puropse. The TPS only covers UK based marketing calls. If the calls you are receiving are generated outside of the UK then TPS can do nothing about these calls. TalkTalk do offer a free caller display service for all customers which would allow you to screen your calls - if you are interested in adding this service then we can assist with this on the TalkTalk forums.

Mjhx, if you could register and post on the TalkTalk forums we'll be able to take a look into the fault on your line and ensure this is resolved for you.

Cheers
Emma x

DONTBELIEVETHEHYPE_3

Dear Emma,
I would advise you to read all my complaint before replying with such drivel.
I have clearly outlined a catalogue of issues which you have blatantly ignored.
How the hell have you gained permission to be on this site?

I suggest that you should respond to my complaint appropriately with clear explanations and solutions or not at all.

How do you explain the treatment i have encountered and the ip lock out issue WITH MY MAIN DEVICE WHICH WORKS WITH EVERYTHING EXCEPT THE SHI*E ROUTER TALK TALK HAVE SENT ME?
Are you a technician>? Will you be supplying me with director’s emails and / or mailing addresses as requested. What about the non-returned emails and calls? What about the distress and time I have wasted? What about the out sourced helplines in India? What about my overlapping bills what about the email I eventually had a reply to which addressed nothing that I asked?...i could go on…and on.
Clearly you are a plant trying to make the complaints look like they have been resolved.
If you can’t answer all I have complained about then SHUT UP AND GET SOMEONE WHO CAN TO REPLY CORRECLTY.
OH AND TO CLARIFY:
When I say intermittent drop outs I am referring to my old Tiscali router occasionally rebooting itself (this I may add is the one I am using as the talk talk router is a cheap piece of crap).

DONTBELIEVETHEHYPE_3

Oh i must also add that i am considerably out of pocket as i had a very cheap service with bt basic and tiscali. My bill has doubled...thanks talk talk.

Oh and the letter i had from talk talk in mid jan said i had nothing to worry about as it would be a seemless change over.
....what a load of bull ocks!!!!!

...THIS IS THE TALK TALK ADD REMOVE SERVICE FOR T.P.S: 0800 049 3582......I WAS INFORMED THIS IS A FREE SERVICE.....I HAVE REGISTERED AND BEEN TOLD IT CAN TAKE UP TO 28 DAYS TO COMPLETE.

DonnyDave

DONTBELIEVETHEHYPE wrote: »

Dear Emma,
I would advise you to read all my complaint before replying with such drivel.
I have clearly outlined a catalogue of issues which you have blatantly ignored.
How the hell have you gained permission to be on this site?

What a rude individual! Your progress is clearly hindered by your total lack of manners. Unfortunately, I believe TalkTalk, or any ISP for that matter cannot provide them for your use "free" with the service. You will have to learn them yourself.

Those who work for these sorts of companies have a lot to put up with.

DONTBELIEVETHEHYPE_3

donnydave wrote: »

what a rude individual! Your progress is clearly hindered by your total lack of manners. Unfortunately, i believe talktalk, or any isp for that matter cannot provide them for your use "free" with the service. You will have to learn them yourself.

Those who work for these sorts of companies have a lot to put up with.

you are wrong and clueless. I suggest you get your facts correct before posting. WE THE CUSTOMERS HAVE A LOT TO PUT UP WITH ALSO...HENCE THIS IS A TALK TALK COMPLAINTS FORUM.

TalkTalk

Hello Dontbelievethehype,

As I have no access to your account or do not know your telephone number/account number and as I would not ask for details to be provided on an external forum that I have no control over it is an impossibility for me to address your complaint in full. I can not address account specific questions relating to billing, contact, or any other issue without account detail and data protection checks which have not and can not be completed on this site. It is for this reason that I have requested in post #116 that you complete registration for the TalkTalk forums and post your issues there where we can provide a full and detailed account of any issue you are facing with your Talktalk service, be that customer services or technical in nature. Once you have completed the registration process and posted in the relevant section/s we will be able to look into your account history to assist further. I am sure you appreciate the reasons for us not providing this service through an external forum where we can not be certain of the security which is in place and where I or other service providers have no access to a private messaging service.

This is not a TalkTalk Complaints Forum, it is a money saving forum with areas and threads for people to air their concerns relating to service providers and with limited support from certain providers. We will happily provide further assistance on the TalkTalk forums once your registration is complete.

Cheers
Emma x