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Talk Talk Complaints

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  • utilitybroker
    utilitybroker Posts: 2,207 Forumite
    sig_ma wrote: »
    My landline has been down for 24 days. I've spent £28 on mobile phone calls, mainly being cut off, on hold and, you know, PROMISES from people with unpronouncable names.Today I had my first email response after three weeks from Andrew Fleet [talktalk faults] at [EMAIL="talktalklandlinefaults@cpwplc.com"]talktalklandlinefaults@cpwplc.com[/EMAIL].
    This communication link may help others, I hope so.

    www.talktalkmembers.com is a useful site to get some help on.

    Or if all else fails they even invite you to E-Mail the CEO C Dunstone.
    http://www.cpwplc.com/phoenix.zhtml?c=123964&p=irol-contact&t=&id=&
  • I have recently had a battle with Talk Talk (home phone) whereby I had a fault on the line, had to use my mobile to report it and totted up almost £10 in call charges, due to their inability to accept the fault report.

    I found the customer service to be pretty bad and have since moved my home phone back to BT.

    I won't go into the whole tale of my complaint, because I don't want to bore you and I am new here, so don't want to outstay my initial welcome.

    However, after 3 months I have a resolution but that was only after sheer perseverance and because I would not back down, despite them constantly sending 'oh dear' emails with 'if you do not reply within 7 days we will cancel this complaint' on every one.

    So...... If you ever experience the same problem with their complaints service here are a couple of email addresses I thought might be useful:

    [EMAIL="GreenD08@cpwplc.com"]GreenD08@cpwplc.com[/EMAIL] - Daniel Green CEO Office
    [EMAIL="HarrisR07@cpwplc.com"]HarrisR07@cpwplc.com[/EMAIL] - Raymond Harris - CEO Office

    Please do use these wisely.
    Started comping 29th August 2009: Sept 09: 2 x Cinema Tickets, Magners Taste Test Kit, 2 night 5* break to Switzerland. Dec 09: Toblerone Tobelle, £10 New Look Voucher. Dec 10: Garnier Pure Active Set.. Jan 2013 - Super Spabreaker worth £6,000
  • HI, having been on about ten different websites just to make sure it wasnt me being ott i have concluded that 90% of current and previous customer of talk talk or should that be joke talk are unhappy i am one of those customers or ex customer now. The story goes I have been with talk talk for the past 7 months i had a few hiccups at the beginning but just thought that was standard until NOW......My direct debit details changed because of the xmas period i rang talk talk in november and explained this to them anyway i cancelled the direct debit from my bank account as instructed of the new dates. I got disconnected only to find out they didnt have my correct details not a surprise from what i just read anyway i paid the bill last weds afternoon and got told everything will be up and funning within 24 hours it came to thursday night and still i was disconnected so i rang back and the lady in customer service apologised and told me we had been given the wrong information and in fact it takes 42 hours but i should be connected by Friday, so when i get home friday night im still not connected i spent over 2 hours on the phoen to customer service and the Fault team which neither can help i spoke to a manager in the fault team who told me i would get a phone by 10pm fridya night or 12pm sat afternoon and guess what no phone call. So 2pm sat afternoon i call them i speak to a south african chap called Brandon who has assured me he has now taken the bar off manually and i should be up and running by end of the day i did spend 1 hour on this call also. So i leave it all day and try Sunday still no connection but when i go to call there offices from my house phone (as its free from there and i refuse to use credit on these cowboys) i get told there offices are shut GREAT. So to cut the long story short its now weds and i still have no connection i spen 4 hours YES 4 hours on the phone to them on MOnday and 3 hours yesterday As said before it would be nice if there call centre stuff could speak ENGLISH and they all seem foreign and that does not help one bit as you cant understand what they are saying or there names its a god damn joke. Today i finally cancelled my the connection and they have told me they are still going to charnge me £70.00 which i told them i am refusing to pay im now going with sky. But i did complain to OFCOM http://www.ofcom.org.uk/contactus/ TEL NUMBER 020 7981 3040 and i advise you all to do the same as hopfully the more complaints that get noticed for such bad customer services and people will not go with them which will lead them to liquardation harsje but fair. All so OFCOM gave me another number which is 01925 430 049 its a free service Otelo http://www.otelo.org.uk/ and you ring this is you have not had a responce to a letter within 12weeks these are a separate compnay and will get involved in the disagreement and help solve your problems hopefully.Anyway hope this helps and anyone thinking of joining talk talk pls take mine and about 90% people advise and DONT its just not worth the stress of it.
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi Vicky D,

    Sorry to hear you have had a hard time with the customer services team. I'll be able to take a look into what has gone on with your account if you could send me a couple of details. I've PM'd you with an e-mail address.

    Cheers
    EmmaL x
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • hi im very upset with talk talk have had problems with my broadband everytime i try to log on it disconeccts me i call customer services who sort it out and tell me if it happens again they will pass it on to someone more technical but when i call again the same thing happens i cant seem to get them to put me through i have even phoned and complained to customer services and get the same response if it happens again call back. what a bad move i made changing to talktalk
  • Arcoiris
    Arcoiris Posts: 13 Forumite
    At the begining of Feb 2009 I cancelled my contract with TalkTalk. I had already paid the charge for the entire month and they owed me a refund. They offered to pay it with a cheque that was supposed to take 28 days. Well, it's now 45 days and counting. I'm still waiting. When I complained they told me: "sorry you did'n get the cheque, we will re-issue it, and you should have it in 28 days" Deja vue all over again. I don't know when I will see my money.
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi Arcoiris,

    I've sent you a private message - if there is an ammount owed to you I'll be able to look into it for you.

    Cheers
    EmmaL x
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Hi Arcoiris,

    I've sent you a private message - if there is an ammount owed to you I'll be able to look into it for you.

    Cheers
    EmmaL x


    Hi Emma,
    I would just like to say that although I have had problems in the past with Talktalk, (Asian customer service who cannot understand a good Lancashire accent) Everything seems to be working for me. Just today I found out that Talktalk are going to give 0870 and 0845 numbers free to Talktalk customers. The up to 8 meg broadband is a bit pathetic, but on the other hand I think I will put up with 1.6 meg. I usually find my bill is no more than £23 a month including line rental..... Peter.:T
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi Peter,

    Dependant on how far you are from your local exchnage we may be able to get you a better connection speed than that. If you register on our forums we'll be able to take a look at your line stats and see if there is room for improvement.

    Cheers
    EmmaL x
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • toolman_2
    toolman_2 Posts: 23 Forumite
    Terrible customer service
    I have had the worst customer experience ever trying to report a fault for my elderly mother who had recently had a fall.
    Your service operative was not able to understand the urgency of this matter.
    Also you requested that you speak to the account holder… this being my elderly mother, I informed the call centre staff that this was no possible as her phone was not working. Also that she didn’t have a mobile so you it’s not possible to contact her.
    You need to revue that way you treat vulnerable customers as this is not acceptable
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