Talk Talk Complaints

I_luv_cats

Many years ago Talk Talk scattered the telecom pigeons with their deals and took on too many customers with disasterous customer service!

I planned to go over to them a few years ago but they couldn't give me a date for Broadband, with an uncertain BB downtime, so i cancelled my order which was such a hassle to do so!

Years later they came to bite me on my bottom as they purchased Tiscali! Anyway I have managed to shake em off with more hassle again!

Be warned!!

Elected for BT LR and o2 BB, am troublefree now!

natalie_t123

richard121 wrote: »

Having been charged 100's pounds for international calls I did not make by Talk Talk, do not ever enter into the hell that is a contract with Talk Talk. . . . . .. I live alone on the 1st floor of a small one bed flat for which only I have the keys and rarely have visitors. So I can state categorically these calls were not made from my flat. This is a case of billing error or fraud as these calls have not been made from my flat.

Otelo (the Ombudsman) are useless as they cannot solicit information from 3rd parties and take evidence on trust (not a work I like to use with regard to Talk Talk) from the phone company and evidence submitted by the customer.

I never had international calls itemized on my bills previous or after the two disputed bills in question, yet suddenly I had a bill for 252 pound for 2 months.

I am quite happy to go to court with this.
I look forward to the day when thank god I am no longer a Talk Talk customer.

If anyone (other than Talk Talk) can suggest a solution I would be grateful.

#


WOW!! WOW!! WOW!! WOW!! WOW!! WOW!!
I started to read your post and had to double check the name at the top as you retold my EXACT issue with TalkTalk!

My first months bill included £236 worth of calls to a Nigerian mobile, Jamaica and USA! :mad: I do NOT do international calls and have spent the last 2 months trying to convince TalkTalk of this!

My line was barred due to my refusal to pay these charges, but two weeks later it came back on without me paying a penny!!!!!

HOW???

Two words ... 'Press Office' ! I emailed a 4 page letter to the CEO office (talktalkcompliance@cpwplc.com; [EMAIL="sargroupcompliance@cpwplc.com"]sargroupcompliance@cpwplc.com[/EMAIL]) and copied in: WATCHDOG: [EMAIL="watchdog@bbc.co.uk"]watchdog@bbc.co.uk[/EMAIL]; OFCOM: [EMAIL="contact@ofcom.org.uk"]contact@ofcom.org.uk[/EMAIL]; THE NEWS OF THE WORLD: [EMAIL="notw@moneysavingexpert.com"]notw@moneysavingexpert.com[/EMAIL]; MY LOCAL MP: [EMAIL="info@eastwickhamward.co.uk"]info@eastwickhamward.co.uk[/EMAIL]; THE DAILY MAIL: [EMAIL="letters@dailymail.co.uk"]letters@dailymail.co.uk[/EMAIL]; [EMAIL="editorial@dailymailonline.co.uk"]editorial@dailymailonline.co.uk[/EMAIL] plus I sent a hard copy to Citizens Advice Bureau and Consumer Direct

5 days later, I get a call from a News of The World journalist (HOORAY for moneysavingexpert.com!!) saying he was interested in my case !
24 HOURS LATER i have an open investigation, a direct phone number to a person in the CEO's office and internet access once again!!! :j

ADVICE!!!!!

Write lots of letters! Keep dates and names of people spoken to if possible and most importantly INFORM THE PRESS !!!!!!!

I have now had the £236 international call charges removed despite being told previously that I am liable for them and they have asked me how much I am requesting in compensation!

I'll keep you posted as to how much I get!

Keep persevering and I hope this helps

Yorkie1

I am a TT customer (landline & free BB account) and moved house two weeks ago. The landline was re-activated at my new house this week (it was also previously a TT landline and BB account here).

Yesterday I got a call from TT re the BB element of my account. Apparently the capacity for the 'free BB' package is full so I cannot have that package at present. There are 3 options:

1. Retain landline & BB with TT - pay apx £35 pm for the same service I currently receive for less than half than that, and go on the waiting list for a free BB package (could take a week, month, year ...). I'd retain the new phone number I've just told all my friends and family about.

2. Retain landline with TT for about the same as I currently pay for BB too, and pay more to another company to get BB with them. Again would retain the new phone number.

3. Move landline and BB to another company and, they graciously informed me, they won't charge me a fee for doing so. No guarantee I'd keep the new number. And if I transfer to someone else via BT I'd be tied into a 12 or 18 month BT contract ...

I asked them to confirm the details and options in writing. "Oh no, it's company policy not to write to customers until you've decided what you want to do".

I can't believe this! They said exactly the same to the person I've bought the house from (a friend). However, another friend has just moved to them and got the free BB package.

I have been happy with their general service as a phone / BB provider up to now but this is just a scam. Reel you in and then hope you'll be a sufficient mug to pay over twice the previous contract in the hope that at some point in the future they'll remember you're on a waiting list - rather than prioritise new customers.

If their business plan won't allow them to offer existing customers their existing T&Cs then Grrrrrrrrr.

worto03

Hi Everyone
Have you tried using the TalkTalk members forums at http://www.talktalkmembers.com/forums/index.php ?

They are managed by talktalk staff, and provide a much better service than the "helpline". Takes 1 or 2 days to get an answer, but I have found them to be very good at resolving a recent problem, after months of trying to do it on the phone with them!

Good luck:)

LOL - just tried this and clicked on the Customer Service & Billing section - all I get is Database error - sounds about right - useless.

purplestar133

natalie_t123 wrote: »

#


WOW!! WOW!! WOW!! WOW!! WOW!! WOW!!
I started to read your post and had to double check the name at the top as you retold my EXACT issue with TalkTalk!

My first months bill included £236 worth of calls to a Nigerian mobile, Jamaica and USA! :mad: I do NOT do international calls and have spent the last 2 months trying to convince TalkTalk of this!

My line was barred due to my refusal to pay these charges, but two weeks later it came back on without me paying a penny!!!!!

HOW???

Two words ... 'Press Office' ! I emailed a 4 page letter to the CEO office (talktalkcompliance@cpwplc.com; [EMAIL="sargroupcompliance@cpwplc.com"]sargroupcompliance@cpwplc.com[/EMAIL]) and copied in: WATCHDOG: [EMAIL="watchdog@bbc.co.uk"]watchdog@bbc.co.uk[/EMAIL]; OFCOM: [EMAIL="contact@ofcom.org.uk"]contact@ofcom.org.uk[/EMAIL]; THE NEWS OF THE WORLD: [EMAIL="notw@moneysavingexpert.com"]notw@moneysavingexpert.com[/EMAIL]; MY LOCAL MP: [EMAIL="info@eastwickhamward.co.uk"]info@eastwickhamward.co.uk[/EMAIL]; THE DAILY MAIL: [EMAIL="letters@dailymail.co.uk"]letters@dailymail.co.uk[/EMAIL]; [EMAIL="editorial@dailymailonline.co.uk"]editorial@dailymailonline.co.uk[/EMAIL] plus I sent a hard copy to Citizens Advice Bureau and Consumer Direct

5 days later, I get a call from a News of The World journalist (HOORAY for moneysavingexpert.com!!) saying he was interested in my case !
24 HOURS LATER i have an open investigation, a direct phone number to a person in the CEO's office and internet access once again!!! :j

ADVICE!!!!!

Write lots of letters! Keep dates and names of people spoken to if possible and most importantly INFORM THE PRESS !!!!!!!

I have now had the £236 international call charges removed despite being told previously that I am liable for them and they have asked me how much I am requesting in compensation!

I'll keep you posted as to how much I get!

Keep persevering and I hope this helps

Wow, well done! Thanks for the addresses and advice, I will keep them in mind for the future...I'm sure I'll need them!

longm

I first signed up to TT in September and have never dealt with a company that provide such shockingly bad customer service! Many will not be surprised to hear that I still have no service, they sent an engineer to my house to connect my line and my calls were working but it all went wrong when 3 months later I rang to see why my broadband still hadn't been connected, after hours spent on the phone and numerous emails it still isn't sorted! on the day they told me my broadband would finally be connected (in March) my outgoing calls stopped! now when I try to ring them I get told they will ring me back, but they dont!! I have recently changed banks and this week had a letter saying my direct debit had changed, on it was an TT account number... maybe now I can get somewhere, so I email... but apparently my account doesn't exist, but I can still receive calls on my line that that TT engineer came and connected!! does anyone else feel like you might just as well bang your head against a brick wall??:mad:!!! What does it take to get some good old fashioned service??

I have tried logging onto the TT forum someone suggested but that too says I don't have an account!

ipswich448

I have switched :j, thankfully TT are a thing of the past. I cannot understand why so many people stick with TT, I don’t believe in paying for a service that I don’t get. TT must be laughing all the way to the bank! If anyone would like to pay me not to provide them with telephone or broadband, I’d be happy to oblige.
TalKTalk lie to their customers

richard121

natalie_t123

Thank you for taking the time to respond to my post, sorry for taking so long to respond but I no longer have a internet connection, as they cut me off the following morning after my critical post here. I have done most of which you have suggested, but you have suggested some things I have not tried yet. I was even on R4 'You and Yours' about this complaint being charged for calls I did not make to Jamaca. The presenter even tried to phone one of these numbers a chap named 'rocky' apparantly who denied knowing me. when the presenter from You and Yours tried to contact Talk Talk's press office they denied I was a customer of theirs even though I gave the R4 presenter my full name, address, talk talk number and account number for a good day and a half. The previous tenant at this rented address (who I have never met) was into orginised crime according to my neighbours. This individual was arrested and sentenced for drug dealing and this flat was searched by the armed police after his arrest, he even apparanty sold mobile phones. I even contacted my landlord to confirm or deny this who stated they could not release such information to me due to the Data Protection Act, but I was right to be worried but they could release such information to an official request by the Police or by the Ombudsman (Otelo). Given the background of the previous tenant I considered fraud to be a serious possibility. The other possibility was a billing error by Talk Talk. This is credible considering there was a billing error on the bill immediatly previous to the bill which contained the first itemised calls to Jamaca. This error (since admitted by Talk Talk) was where I was cut off for a bill I had paid in full in cash (for which I had a recipt) at a Carphone Warehouse. I eventually had to send a recorded delivery letter to the CEO with a photocopy of the recipt before I was reconected. Given all this, and that I have never had a international call itemised on my bill before or after these disputed calls I thought Talk Talk and or Otelo would see sense. No Otelo has found against me and refuse to contact 3rd parties (such as my landlord or You and Yous) so I doubt Otelo's impatiality. I would like to hear from any one else who has had problems with Otelo?

susanb281

Can somebody advise me how to register on the Talk Talk members forum when it does not recognise my phone number/account number

schofy

amazing just happened to me, took ages to get connected, but once did , no probs, but after 2 months went email billing, last 2 bills £ 20 like they should have been,this on £ 185 from the 13th march and then for 13 days exactly there are 177 mobile phone calls, all 3 mins apart, shown on the itemised bill, plus directory enquiry calls.
ive made none of these, only use phone for loacl calls nightly,dont ring mobiles and most important live alone and work during the times these calls were made, ive rung their customer help line who at the moment have admitted it looks wrong,,advised me to cancel direct debit and fax them proof i was not at home when calls were made.
fortunatley one of these days i was away and have hotel bills to prove so and ironicly i run a service center booking call on computor so have eveidence that i was at work when these calls happend,i will fight this all the way.
but glad to read im not on my own