Talk Talk Complaints

noonootiger

Hi, I was with talktalk before i moved house, called them to let them know i was moving and my new address before i left, and was told that the package would be the same £18.50 a month for line rental and broadband. a month later, my contract comes thru the post, no mention of broadband, and £16ish for my line rental and some call bundle i'd never heard of. So i phone them (7 times as they keep telling me to wait for varioous things to happen) and I am eventuallt told that the line is still bundled and they would't be able to give me the free broadband. They can provide me with broadband but at a cost of £33 a month or something.

Now what I want to know is whether they are tied to what they told me on the phone in the first place. I have the bloke's name, time and date of call, etc, and they apparently have to send me a recording of the call if i request it.

I have spoken to citizens advice, trading standards, consumer direct, and ofcom, and it seems to come down to "whether or not they can supply the product they have offered".
What I don't understand is whether or not this is the case.

They offered me broadband and line rental at £18.49 a month, and they CAN give me line rental and and broadband at that price if they want to, although I suppose its a different packahe or whatever. technically speaking, I think that the product is exactly the same (speed of connection, etc) but they are basically saying that this is not the case.

If anyone knows about this sort of thing or has had a similar problem could you please HELP??

legally speaking, who's right?

thanks very much, if at all possible, please reply to me directly on noonootiger at yahoo dot com

thank you very much, daniel

ipswich448

noonootiger, you have three options:-

1) pay the £33 a month that TT say you agreed to (another example of TalkTalk lying to its customers)

2) Hope that TT suddenly remembers its promise to you in the original telephone conversation.

3) You find another provider.


I think you know what the answer is, without coming onto this site. Ask for the MAC code, you will be asked why you want to go, so tell them! They will no doubt promise you the original package, tell them you’ll stay if they put it in writing.

Whether you want to stay with the TalkTalk Liars or not, is your decision.

atsgmo

Hi , I am hoping I can get more sense from the company rep here than I have from the customer service guys.

I have been a customer of Tiscali since February 2008, for your line rental and broadband service. Last Friday (9th April) I found that my telephone line was dead, even though I was still receiving broadband access. I spoke with your technical support on the weekend and they said that they would look into the fault and reply to me.

On Monday morning, having had no reply, I called your sales department who advised me that a request to take the line over had come from BT. I had no knowledge of this, nor correspondence from BT, and when I called BT they had no knowledge either. I called back your customer service team who told me there was nothing they could do. They could not stop the transfer of line rental (although by now neither of us knew who was taking it over).

I therefore called Ofcom who told me that their enquiries showed that someone called ‘TIS’ was taking over the line. (I assume the similarity to ‘Tiscali’ is no coincidence). But they could do no more.

Two more subsequent conversations yielded no more success – your representatives said because they had no idea who was taking the line they couldn’t help.

So I am now at a dead end. For a week, I have had no telephone line. I have spent god knows how much on calls and time hanging onto your helplines. I have a working broadband for which I am paying £19.99 and have got no help from your people to restore this fault.

Is anyone able to help?
Michael

fayeskyblue

wondering if anyone can give me some assistance / guidance. I used to have a Tiscali account. I changed our address on their records when we moved and thought that was that. A few months went past, luckily i guess i could still have access to the old building we were at and collected a disconnection letter and a massive bill from Tiscali. (bit of explaining - we had put the account into a company name and im not on the business bank account as im just the secretary that will make sense in a min) the bills had not been debited from the business account (i didnt know)and becuase they had sent all letters to wrong address i had no way of knowing and no chance to correct it. I contacted them to say that i had given them the new address approximately 3 months before. Their advisor told me that they indeed did have both addresses on screen ( so im assuming that they could only have got the new address from the link of completed ontheir website). Time went by, we didnt pay the bill whilst we were trying to get some goodwill gesture from Tiscali SORRY IF THIS IS A BIT BORING BUT DO NEED YOUR HELP. Since then both our company and Tiscali have disappeared but now ive got Talk Talk trying to get me to pay for the bill??? so where do i stand, they are saying its in my name not the company, i havent got copies of the bills as they are with the Receiver HELP PLEASE

John_3:16

I was with Tiscali 1mg and have been moved to a higher usage and price without any notification. Talk Talk have given me a 18mth contract and say I cannot move away? Advice please if there is any

Mark_In_Hampshire

If the terms of the contract change, which would include the price / speed, then the supplier has to notify you. You then either accept the change or not. If you do then it proceeds. If you do not, the supplier can either continue to supply on the previous basis or most likely, terminate the contract. The notification is normally by post but can be by email.

PoppyMoose

After several years with Talk Talk and having to deal with their appalling customer services I have had enough and have just gone back to BT for my line rental and calls and 02 for broadband. So far so good!

However leaving Talk Talk has not been without its difficulties - I am currently querying why they are charging me for 3 days service after BT took over my line again. I know its only 3 days but that's not the point theyre charging me for a service they did not provide and they cant give me a simple answer as to why that is. After several emails to them I am on the verge of giving up - its just proved I was totally right to ditch them!:rotfl:

schofy

schofy wrote: »

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

Talktalk are playing hard ball with me on this, getting passed from pillar to post, going over same ground. They claim there is nothing wrong with the bill, Do I go to the police, If someone is hacking into my phone line its suerly a crime, Watchdog, I'm stunned at how they can't see the wood fopr the trees with this, They openly admit it looks dodgy, Plus they keep claiming they cant contact me, but they insist on ringing me at home, when i'm at work, a time when these calls were made any ideas anyone

mashauk

I'm thinking about taking legal advice on my mums problems with them, 4 months is more than long enough to try to change suppliers and I'm not convinced that they aren't breaking some law, I can't bear to ring them (again) at the moment, as I don't think I could be polite to them, I lost my dad in January and thats when the problems started, trying to change names on account, direct debit then giving up and going back to BT, I've been promised so many times it's happened but it still hasn't, they even cut mum off (she's 85 with health problems) over Easter!

*Dusty*

Originally when we were trying to cut down our outgoings last year, my wife had changed our landline to talktalk which was fine, and they then phoned to offer up broadband.

After running a "check" on our line we were told by the sales agent that we would get the full 8meg connection, as we are literally a mile up the road from our exchange, and it would only be £7.99 a month, so thinking we would save £13 a month from pipex (who had never let me down) my wife swapped us over.

Got set up, in fairness this was the easy bit, only to find i was connecting at 1.6 meg. Phoned up, was told yep, thats it our exchange isn't upgraded yet and they couldn't tell me when it would be. I live in a fairly rural area so won't be expecting it to happen anytime soon. Then the bill arrived and was £15, but this was a month after we had signed up. When queried we were told that the £7.99 only applied to certain areas? On top of that, my internet won't connect sporadically, at least once a week i've to end up resetting my router, xbox live won't stay connected for more than 20 minutes at a time, the absolutely disgraceful connection speed means even youtube struggles to load anything at times. I had none of these problems with Pipex and to make it worse, we've only saved £5 a month for a third of the connection speed and massively unreliable connection.

As soon as i can move my service provider, i will and i wouldn't recommend talktalk to another sinner.