Talk Talk Complaints

widds

Back in Feb of this year I signed up to the Essentials pack - what a great deal I thought -how wrong I was. Phone line was quickly swapped but where was the broadband? MAC code supplied,letter saying there would be a slight delay then nothing. I phoned and was told the MAC had expired and could I get a new one-which I promptly did -again nothing-another call to them. I was promised a go live date on the 22nd June,which came and went with no broadband although I wasn't surprised. Phoned,told it was a problem at the exchange...why doesn't anyone at Talk Talk phone and tell the customer of any problems?
Numerous phone calls later and no further forward, so I am going back to BT and have negotiated a great deal with my existing broadband provider.I wish I had done it in Feb. Talk Talk seem to sign anyone up whether or not the local exchange is suitable or not.
Steer clear of them it's not worth it!
Oh and Talk Talk rep I did register for your forum to try and get help on there but didn't even get the registration details sent through - classic

TalkTalk

Hi lewbelle,

I'm sorry to hear your broadband order was progressed when you requested to cancel. We'll be able to take a look into this and provide a MAC if needed through the TalkTalk forums. If you're having problems completing the forum registration can you please use the "contact us" link on the forum page and include the error message in your message.

Murrell, without looking into your account I can not comment on whether the goodwill gesture you have received is appropriate or not. If you could register on the TalkTalk forums we will be able to look into this. My comment regarding the credit was due to the fact you stated this implied the problem was your fault when this is not the case. TalkTalk do not cover the cost of calls made on a mobile phone when you experience a loss of service but there is a compensation policy - again without looking into the problems you faced specifaically I can not comment on what you would be due.

Widds, I am sorry you experienced problems with your service and with forum registration. Did you report the problems with the registration not completing via the contact us link on the forums?

Cheers
Em x

songbird1964

I am not sure I am doing this correctly but I am at the end of my tether with Talk Talk/Tiscali and do not know what else to do. I already have a complaint in against them with Otelo for mis-sale of a contract and now I am in dispute with them for £20 they say I owe them for April when Virgin Media took over my services in March.
I have been in correspondence by letter with two of their Customer Relations people since May, Veronica Gianan and Michael Long, I have provided them with Virgin Bills, the Ticali disconnection email, my original connection email, everything they have asked for but said they could not access as they cannot access Tiscali files. The last letter was sent to them 30th June. I have recieved constant calls up to 7 a day from their call centers asking me to pay the money, every time I have given them the names of the people I am dealing with, every time they have told me they do not know those names. I have letters with their names on.
Yesterday I recieved a Debt Collection letter through the post, I am mortified, how can they be allowed to blacken my name in this way when I have done everything I can to solve this problem?? I imediately rang the number given on the letters I have recieved, after being cut off twice, I finally get though, no one knows the people named, no one can access my account, on their systems apparently I do not exist, if this is the case how did the Debt Collection company get my name and address?? I am told that this is because Talk Talk and Tiscali do not talk to each other, Tiscali is chasing me for the money, I have been dealing with Talk Talk customer relations, I am told their systems are incompatable. No one apparently can help me, what happens if the debt collectors turn up on my doorstep demanding money I do not owe? My partner wants to pay it to stop this, but why should I? I do not owe the money!
I have written another letter to these people and posted it this morning but again what happens if the debt collectors turn up before this is dealt with??
I do not know what to do, can anyone please help me?? Is anyone else suffering this sort of problem??

TalkTalk

Hi Songbird1964,

Does the account with the disputed charges have an alpha-numeric account number or is it made up only of numbers?

Cheers
Em x

woobrad

Wow, this thread makes fascinating reading. I only wish I had read it prior to signing up with Talk Talk.

I will make this very brief:
I signed up in November 2009
My equipment never arrived
I made numerous expensive calls to the 'customer service' department and received many apologies.
It goes on.........it is now July 2010 and although the account was cancelled after the equipment failed to materialise I AM STILL BEING BILLED EVERY MONTH. Talk Talk have even had the audacity to add three extra charges on this month because the direct debit has been cancelled, amongst other things.

Emma: I have been unable to address this in the forum because my numbers are not accepted. I have, as suggested contacted you via the 'contact us' area not once but twice. The department has made countless promises that it will be sorted. It hasn't so far, 8 months after it started.

Talk Talk has been sending me bills for an account which has been cancelled for months now. I have already threatened the company with legal action because I believe this goes way beyond a technical glitch; I genuinely feel i am being harrassed which must be illegal.

TalkTalk

Hi Woobrad,

I am sorry to hear you are still being billed following cancellation of your TalkTalk service. Can you confirm if the "Contact Us" link you are refering to is the one at https://www.talktalkmembers.com/forums?

Cheers
Em x

woobrad

Emma

I went to the Talk Talk website and used the form there under 'contact us'. I emailed the problem through last month (previously I had been ringing up but this proved to be far too costly and produced no paper trail which I believe may prove to be essential if solicitors get involved) and received an email back saying how sorry they were etc etc and that they have credited my (closed) account to show a nil balance. They also assured me this would not happen again and suggested there was some sort of technical problem causing the charges and generating the bills.
Exactly the same thing has happened again this month except this time I have been billed an extra £12.45 on top of the set amount, a total of £27.45 this time. The bill shows that Talk Talk attempted to take money from my account on 22nd June but the dd was rejected, instruction cancelled, then shows a 'credit-disconnection delay' figure for the same amount.
Incidentally I cancelled the dd at my bank on the recommendation of one of your customer service advisors.

This month's bill appears to be advance charges for 'solo broadband', along with non-direct debit admin fee, paper bill charge and direct debit rejection charge.

I feel I need to make it abundantly clear that I never recieved any service from Talk Talk and the account was closed in April, again on the recommendation of one of your advisors, after waiting 5 months for non existant broadband.

Woobrad

murrell_2

Fascinating reading indeed. A lot of the problem regarding billing is that it's such a lumbering system.
I have no intention of going to another forum, life's too short. I'll take my £10 lack of service refund, and put it down to experience whilst I look for another provider.

Here's the thing regarding billing. On 29th June, I paid via telephone billing (having already told them to use that card each month), and was told it had gone through and was fine. On 1st July I received a letter dated 30th June stating I still owed the money. On the same day, I was cut off! This is obviously due to the inefficiency of the system, the amount still showed up as outstanding on the 'my account' area.

I managed to get the broadband back within 24 hours after speaking to a supervisor. It took TWO WEEKS for the phone. This while I was on holiday and needed to divert business calls to my mobile.

Gone are the days, sadly, when you ring someone with a problem, and they say "Let me sort that out and get back to you". It's what I do for my customers, and that's why I don't get comments such as the 16 pages worth above. Happy days indeed.

To end on a positive note, all the people I spoke to (and not always in a good mood) were always polite, and tried to be helpful. It's the system that lets them down.

valleysvc

Dear Talktalk rep ,

Due to numerous reasons my mother is switching back to BT for telephone only from Talktalk telephone and broadband.

I understand that BT will cancel the telephone contract but will she have to contact talktalk broadband seperately and if so who should she contact ?

Cheers

dendlej

Hoping TalkTalk rep will take note!!!!!

I am complaining on behalf of my elderly father.
He received a phone call from yourselves, who were trying to sell him broadband. He explained that as he is 88 he does not have a computer, will not be getting one in the future and therefore has no need for broadband. He declined the service.
As a result within a few days he had a letter from talktalk, welcoming him to broadband and saying his service would be upgraded to include this. He rang immediately to cancel this service explaining that he had not asked for it in the first place.
As a result you have cancelled his whole package, leaving him without a phone for the last three days. I have spent six hours on the phone to your company over the last three days, in an endeavour to get his phone reconnected. I have now been told this morning that it will take a further 3-5 days to reinstate his phone.
I feel that your company preyed on an elderly, vulnerable person to achieve a sale, and as a result have left him in an even more vulnerable position by leaving him without a phone for a protracted period.
Disgusting behaviour, from a poor company.