Talk Talk Complaints

TalkTalk

Hi Russ,

I notice a distinct familiarity of your thread here with a thread I have seen posted on the members forum earlier today. I would hope this is activity from yourself and that another customer hasnt had a duplicate experience such as you had.

If you are not yet registered on the TalkTalk Members Forum *(http://www.talktalkmembers.co.uk/forum) I would ask that you complete registration and post the details of your issue in a new thread.

Regards

preable

If 2 men let themselves into my mums house and bullied her i would go off the rail and end up in a cell

Toki

Dear Talk Talk Rep,

I am in the process of moving home and decided to take the plunge and get talk talk line rental and broadband for my new property. I phoned up to ask the best way of going about this so I had it set up from when I moved in and was advised to take out a contract at my current (now old) address and then phone the home moving team. This is what I did, and got a phone line date of 8th of July. A day or so later I phoned up to inform talk talk that I wanted to transfer the service to my new address. The rep advised me this was the incorrect way of doing this and the sales rep work on commission and probably signed me up just to get that, and as I was a new customer he would cancel the original order and place a new order for my new address.

After numerous attempts at phoning your extortionate 0870 number from my mobile (1 time over an hour only to be told there's a technical error and please try again) I decided I had enough and tried to cancel my new order.

Last night after being shunted from one call queue to another, customer service to home moving, finally to cancellations I was told that my line at my previous address had just gone live! This was supposed to have been cancelled. I was then informed a bill would be sent out for the cancellation and line rental accrued. I don't even live there anymore!

Please contact my via PM as I want 100% confirmation that both orders at both addresses are cancelled and I've got nothing to do with this shocking company and will not be billed due to the incompetence and lies given out by your company rep. I also want confirmation that the new owners have not been using the phone line at my previous address and I'm going to get billed for it.

Below is a list of the main complaints.

1. Wrongly informed by sales to take out contract at current address to get commission.
2. Wrongly informed that my contract would be cancelled at my old address.
3. Talk talk trying to bill me due to the incompetence of a member of your staff.

I look forward to hearing from you.

matt_0978

I believe TalkTalk is in breach of contract by not providing me with the best level of service I was promised when signing up. Previously I was with Sky but was paying a premium because my local exchange wasn't unbundled for them, i still had 2 or 3 months left with them. The TalkTalk rep told me they were so confident that they could provide me a better service that they would credit my account (forget how much, somet like £60) to cover the cost of leaving Sky early. Well, I've been with TalkTalk since Feb 2010 and not had a week go by without being disconnected, I even upgraded from Essentials to Pro to get a better router. After calling customer services telling them my problems and that i want to leave TalkTalk they put me through to secondline line support and said if my issues weren't resolved they'd cut me loose from the contract. Well after going through Secondline support (for possibly the third time!) to try resolving disconnects with them who advised me to buy a different lead from the master socket to the router, the took me into the router settings to change modulation mode from auto sync up to g.dmt and said give it a few days and see how I go, well i've given it a few weeks and i'm still getting disconnected. I called customer services this afternoon who asked me to let them send an engineer round, give them another chance etc then they wouldn't charge me a disconnection fee. I feel TalkTalk's service is poor and that i've aslready given them a chance to provide me with a decent level of service. So now i just want to leave TalkTalk and go somewhere else without being penalisedso where do I go from here?

TalkTalk

Hi Toki,

I am afraid company representatives do not have PMs enabled. To look into this issue for you we would need to ask you to register and post at https://www.talktalkmembers.com/forums.

Matt,

Without being able to see your line stats etc it is difficult to offer advise. Again if you could register and post on the forums we'll be able to take a look into your account and offer assistance with your broadband connection. I am afraid we can not make any offers regarding the removal of a cessation fee. You would need to speak to the retentions team regarding this. You can get through to them on the normal customer services number.

Cheers
Em x

MoneySavingNovice

Dear Talk Talk Representative,

Firstly my I express my personal sympathy to you, defending the underhand, shoddy and unethical practices which your company continue to commit, must be a never ending and unrewarding experience.

The question I have is how do I stop your unsolicited - and frankly rude marketing calls?

Every time your call I ask you not to call again, clearly informed you that I object to you calling you me for any purpose including for marketing purposes. In addition as I am subscribed to the Telephone Preference Service I have now made three separate complaints to them, however this does not have any effect (despite being a clear breach of the Privacy and Electronic (EC Directive) Regulations 2003)

I have also made a complain to the Office of the Information Commissioners, however they seen unable to help.

What I therefore request to you is a contact Name and the Address for your registered office in order that I can send you a final notice prior to commencing legal action.

As I am not and never will be a customer of yours I will not be signing up on any account to your forums.

Thanks for your help.

TalkTalk

Hi MoneySavingNovice,

We will be able to process a marketing opt out for you but I'll need your number to complete this. Can you please send the details of your issue along with your phone number to [EMAIL="ttmfcontactus@talktalkgroup.co.uk"]ttmfcontactus@talktalkgroup.co.uk[/EMAIL].

The address for complaints etc can be found in the code of conduct on the TalkTalk website. There is a link at the bottom left of the main TalkTalk page.

Cheers
Em x

Jack's_Dad

Dear Talk Talk Company Representative

In late March we agreed to have Talk Talk supply the service for our home telephone

Within two days Talk Talk tried to also take over another telephone line we have coming into the building which is a business line as we work from home. We contacted them immediately and they were pretty useless at resolving the situation so out of frustration we cancelled the contract

Since then we have continually requested a bill to settle the small amount we owe but Talk Talk appear incapable of sending a bill. However they are very capable of sending final demands in quite threatening terms

Our bill has escalated from £21 to £80 for less than one weeks service, Talk Talk seem very capable of increasing charges but are useless of telling the customer about them

Despite several telephone calls and letters we are no further forward and another final demand arrived this morning

Please do not ask me to register on the Talk Talk forums as we do not have an account and it will not let me register

I would appreciate any help you can give but above all I would like to warn others of the very, very poor level of customer service. In fact I feel that the Trades Description Act should be invoked as I have had no customer service at all despite several requests

I have returned to BT no doubt paying more but at least everything works and I can have a sensible conversation with their customer services people

TalkTalk

Hi Jacks Dad,

I'm sorry to hear you are experiencing billing issues. As per my advise to MoneySavingNovice can you please use that e-mail address to contact us. We will then be able to arrange for you to register on the forums for the time it takes to resolve the issue with your billing.

Cheers
Em x

MoneySavingNovice

Thanks for your comment,

I’m sorry to say that we are very close to Court Action, hence the need for the name of your internal legal contact and the registered office address in order that I can correctly send you a Registered Letter Before Action and a Summons if no response within 7 days or an unsatisfactorily reply.

I will only do this via registered mail - as I need evidence that I have made all efforts to resolve this significant problem prior to commencing legal action and electronic means is simply not good enough.

I understand the details are:-

Dido Harding, CEO
TalkTalk Telecom Group PLC
11 Evesham Street,
London
W11 4AR

Registered in England and Wales No. 7105891

Please can you confirm.