Talk Talk Complaints

shazza71_2

purplestar good luck,
i have been told of 4 different people that my connection fee would be waivered, and each one of them did NOT have any info of the previous person waivering the fee for me, when i mentioned i still had 10 days to cancel they decided to waiver again, BUT it would come off my next bill, obviously when my 30 days are up and its not so easy to fight for my money...they are a disgrace.. and as for the forums...ha, it says my number and account number either do not exist or are no longer active ????, i`ve been with them 20 days so surely it should exist...i think i may just cancel the whole lot, cheap yes, but a rip off deffinately..
sharon

TalkTalk

Hi shazza71,

With regards to the problem registering on the forum we will just need to update our records. If you send a message via the members forum contact us form we can get this done.

If you go to the talktalkmembers site then click on members forums at the top, the contact us link should be at the very bottom of the page.

Thanks,

Andrew

TalkTalk

Hi rca779,

Sorry to hear that you feel you mother has been mis-sold the pro package. The pro package also offers other features as well as broadband and these should have been discussed during the call.

There is normally no new contract term for Pro so your mother should be able to change to the Essentials plan at any time.

we can look into the issue for you further but would need you to register on the TalkTalk members forum first. We would also need your mother to register an account so we can confirm details with her. I know this may be difficult but once we have confirmed some details we can progress the matter with yourself.

Thanks,

Andrew

TalkTalk

Hi ipswich448,

Sorry to hear about the problems you have had. As you are an ex Tiscali customer you are still managed by the Tiscali systems and processes. As such I would be unable to assist you via the TalkTalk members forum.

Andrew

goodquestion

I signed up to TT when I moved house as I couldnt get Virgin Cable in my new place. I signed up for the Essential's package which I was told included: Internet and the Calls Package.

I was told my go live date would be 3 weeks from getting my phone line which was 2 weeks after moving in. I received a text saying my phone was now activated but nothing else. 3 weeks passed nothing arrived. I called and was told my go live date would be 20th February (actually 5 weeks after my go live date).

After the 20th February I called and was told that no internet subscription was ever ordered (despite this being part of the essentials package) and was told I would receive my modem and username in 4 days as 'high priority'. 4 days passed still nothing.

I have now received my bill which has charged me for line rental and the talk talk essential plan from when my phone first went live. I still havent received my broadband modem or passwords and when I complained was told it would definitely be here in the next 2 days.

I informed the call centre I dont think its fair that I am paying for an essential package and only receiving half the essentials for the last 6 weeks (3 weeks more than the agreed time) and who knows how long else for. The man at the call centre told me I was not entitled to any discount or compensation as the essential package is for the phone and the broadband is offered free.

Firstly, on no literature I have received did it say my broadband was free - all of the literature said my Essential package included the calls package, a modem and internet connection (i.e. it did not say "pay for an essential package and we'll chuck in a free internet connection for you"). is what the call centre told me right and can I complain? Or because the internet is offered 'free' do I have to suck it up? Surely if thats the case its a bit of misleading advertising.

Secondly, In all honesty Im fed up of waiting. Im going to give them the 2 days they said and if not going to cancel. Its the 21st century it shouldnt take someone 2 months to get a phone and internet connection. However I am now out the 28 day cancellation policy. As I am unhappy with the service Im not receiving can I still cancel outside these 28 days without having to pay anything?

TalkTalk

Hi purplestar133,

Was it the contact us form on the Members Forum?

If so you should now have a response as we have replied to all emails.

If you have not had a response let me know.

Andrew

TalkTalk

Hi goodquestion,

Sorry to hear about the delay with the broadband service. Normally when the broadband is free it is because we have our equipment at your exchange. If this is the case then both the voice and broadband should be activated at the same time.

I can look into this for you but would need you to register on the TalkTalk Members Forum.

With regards to the trial period this starts from the activation date of the broadband service. This is detailed here. If the broadband service is not yet live you should be able to cancel without the fee.

Thanks,

Andrew

savemoney

I have a complaint with talk talk I am using Onetel who are owned by talk talk

around a year ago I was pestered for days on end with marketing calls and threatened to leave if I got anymore. Great problem sorted

Now last 3 days I getting yet more marketing calls

I resent strongly to get marketing calls when I do all I can to stop them

Number I got was 0800 9886009 and ringing them confirmed it is them, no way of telling them to stop

What does it take to get these calls to stop? Do companies ever understand some of us in this world do not want our phone used for marketing, EVER

I am seriously thinking of of leaving them

But I dont want a aggravation of 12+ months contract or what BT rolling contract

I dont use my phone much and like to keep it that way

purplestar133

TalkTalk_Company_Representative wrote: »

Hi purplestar133,

Was it the contact us form on the Members Forum?

If so you should now have a response as we have replied to all emails.

If you have not had a response let me know.

Andrew

I received a response today and provided my account number and phone number.

Thank you.

shazza71_2

Thanx Andrew, but should we really have to go through all this hassle ?, why cant people on the telephone tell us what we need to know? are you just here for tlk tlk`s sake, so you look like you are dealing with peoples problems, i dont want to sound nasty but TBH we shouldnt have to complain on here or the forums to get our problems sorted, surely all the customer service team should be able to help us all with our problems, thats what they are paid for...or thats what i thought....i might apply for a job with TT, its easy to just cut people off and i would be paid for pressing a button, just trying to make a point..