Talk Talk Complaints

TalkTalk

Hi MoneySavingNovice,

Complaints should be sent to:

Gareth Gilmour
Customer Liaison Manager
TalkTalk Group
PO Box 344
Unit 19
Southampton
SO30 2NP

as per the code of conduct on the TalkTalk website. This will then be refered to group legal if necessary.

Cheers
Em x

murrell_2

Yet another disgruntled TT customer I'm afraid. Although after previously paying by credit card, and asking TT to use this in future, I received a call saying payment was overdue. I couldn't do it at that precise moment, and said I'd do it online.
Unfortunately, I was unable to do this, as both the online and the automated service failed. I finally got through to an agent on the 29th June, and was then told payment had gone through.
On 1st July I received a letter dated 30th June saying payment had failed (it hadn't). On the same day. I had my broadband and telephone disconnected. I was then told that it would take up to 72 hours to reconnect!
After over two hours on my mobile, eventually speaking to a supervisor, my broadband was reconnected that day. I didn't think to check the telephone, as I was about to go away for a week, diverting calls to my mobile. When nothing came through, I checked and this was still disconnected!
I was told by 'billing' that this was a technical fault, and I would have to wait until I returned home for checks to be made.
After many more calls on my mobile, the technical dept decided it was a billing problem! Today (12/07) I was finally able to receive calls, but am still unable to make them two weeks later!
I note from my latest bill I have received credit of £10 'as a goodwill gesture'. What a joke! It sounds like I'm at fault! This should read 'a deduction for failure to provide a service', and doesn't begin to cover my costs or compensate for the fact my phone has been down for two weeks.
Having been pushed from one department to another in a never-ending circle, I have to say it's the worst example of customer 'service' I've ever witnessed.
I absolutely refuse to ring customer service again, and this long rant (sorry everyone!) is the last try to get a response before transferring to a provider who cares about their customers.

TalkTalk

Hi Murrell,

I'm sorry to hear you are experiencing problems. We are able to assist with any outstanding issues on the TalkTalk forums. Could you please register and post at https://www.talktalkmembers.com/forums. A goodwill gesture does not imply that the issue is your fault. This means you have received a credit as a goodwill gesture from TalkTalk following issues with your service.

Cheers
Em x

murrell_2

Thanks for your reply Em, but....
Tiscali customers not allowed to use that forum?
Brilliant, just brilliant!:mad:

TalkTalk

Hi Murrell,

Tiscali customers can use https://www.talktalk.co.uk/forums for support.

Cheers
Em x

Toki

TalkTalk_Company_Representative wrote: »

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 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

Many thanks for your reply. However I have no intention of registering myself on the talktalk members forum when I'm not a member or customer of talktalk. Would you be able to look into this matter or can you give me a phone number, other than the customer services number to look into this. The waiting times are an utter disgrace. Thanks.

TalkTalk

Hi Toki,

I am unable to look into the matter without asking for account details and there is no secure way of me doing this via this forum. As per my previous post we will be able to assist via the TalkTalk forums. Alternatively I can only recomend you follow the complaints process outlined in the code of practice on the TalkTalk website. There is a link to this at the bottom left of the main page.

Cheers
Em x

lewbelle

I moved house on 6th May and decided to carry over our BB & phone with Talktalk.... After waiting four weeks we contacted TT for an idea of when we could expect our BB to start. They informed us that it would be the 24th June but we couldn't have the original package and that we would need to pay an extra £15 per month.
We were a little annoyed they couldn't have told us sooner, but we told them to cancel the order and we would go with BT. They agreed - although the woman got slightly irate and informed us that BT are 'no better or cheaper'. She also tried to charge us a disconnection fee because we should've cancelled within 30 days! Oh, how i laughed.
BT were then due to take over the line on 1st july but it failed due to Talktalk placing a tag on the line. The tag had been placed after we cancelled and amazingly, Talktalk even went ahead and activated our BB on the 30th June!
I then requested the MAC code (which BT need to take the line back) but when it failed to show up in my inbox after the 5 working days, TT told me they had 'cancelled the request' for no apparent reason. So I requested it again, but it still never came.
I finally managed to contact them by email explaining my situation and finally got an email saying 'Thank you for requesting your MAC code. You can obtain the code by ringing 0870 444 1820' which is just their usual wait-for-an-hour-before-someone-answers customer 'help' line...
I phoned again today, they said they don't give out MAC codes (?) which is why I haven't recieved it so theres nothing they can do. I said can I speak to your manager then, he then put me through to another advisor who's accent was so pronounced that I had to explain I was having trouble understanding him and was there someone else there I could talk to and he hung up - and that call took nearly 2 hours!
I then went to log in to the Talktalk forum and plead for help but it tells me my account / phone no. is inactive so I can't...

The upside of all this is TT are still supplying me my Broadband and phoneline from an account which is inactive, so i'm presuming it's free - and I certainly won't be paying for it anyway as I never asked for it and I did cancel it on the 10th June - you can check your records Talktalk.

murrell_2

Just wanted to ask 'Em' or another advisor a question.
Today I was finally reconnected with outgoing and incoming calls (after two weeks without service).
I received a call tonight from someone at 'technical' to see if my problem was resolved. That at least showed my complaint was being taken seriously (even if belatedly), and is a step in the right direction.
Given that I have been deprived of a service I pay for for half of the month, and given that I have spent untold sums on my mobile trying to put things right.......should I be satisfied with my £10 goodwill gesture?
Scroll up to see Em tell me that I don't understand what a gesture of goodwill is ( I run two businesses)....totally ignoring the bit about how much i spent on my mobile because I was unjustly cut off.
My dilemma is...I am now up and running, yet I have had no apology or financial recompense (other than that stock £10). I should look at a provider that offers a better service shouldn't I?

tommy45

I noticed that someone was asking how to stop talk talk marketing, as a very dissatisfied ex customer of Tiscali talk talk for whatever the reason still have my details, that they are using to send unwanted junk mail to me, as it is over some 2yrs since i had the horrendous experience of tiscali broadband aka dial up, my details should of been deleted , should i continue to get this junk through my letter box i will be writing to your data controller to get my details erased if afterwards you send further i will be taking it to the ICO,with a view of also taking legal proceedings