Talk Talk Complaints

purcel

I will add my story to this long thread about Talk Talk.

About a month ago my husband signed for their Essentials package, being told that the transfer from our then current supplier Orange will take only 5 days and then will be able to ask for a move house(hope it makes sense).
As we were about to move house he agreed. £24,50 a month, less than Orange(£33.00).

After a couple of days I've rang Talk Talk to ask whether we'll be able to have the package at our new address and I've been told that yes but it will cost us £33.00 instead of £24.50. We've immediately decided to cancel Talk Talk as we've been told by the salesman that we can do it in 7 days without charges. Phoned them and spoken to a lady who told us the order is cancelled.

Since then, 22nd of June, we keep receiving letters to tell us that our direct debit is in place(we've cancelled it), to ask us to set up a direct debit or we'll be charged an extra £3.50, and latest , a letter to let us know they cannot connect us as the phone number is not correct. We've moved house and we've got a new number!

Tried to register for their Forum but it won't recognise the customer number.
I don't want to waste my time and money trying to ring them to cancel again, I think we'll let them keep trying to connect us at the old address , unless the Customer Rep sorts it out!

Talk Talk, never again and definetly not reccomended, we're still with Orange and signed for another 18 months contract, been with them for 3 years now, and we're paying less than what Talk Talk wanted to charge!

songbird1964

Hi Emma
The customer numbers are all numeric.
I recieved an email on Friday asking me to send my Virgin Invoices again as my letter has apparently gone missing. I emailed straight back cutting and pasting the invoices to the bottum of the email as I have internet billing and this was the only way I could do it. I then recieved a reply to this email on the Saturday, from a different operator almost word for word the email I had recieved on the Friday asking me again for the invoices - when you scrolled this email down, my email was below it with the Virgin Invoices clearly there. I have highlighted these on the email in the colour Orange and resent it again. It frightens me that I am losing sleep because of worry over this Debt Collection letter and they are not even reading my emails properly.
Can you please tell me, is it Talk Talk's policy to instruct a Debt Collection company even when the customer/ex customer is trying their best to solve a dispute?
I am sure other companys put accounts on hold when there is a dispute whilst it is sorted out, surely this is the best policy?

songbird1964

Amendment to the above, the emails were Thursday and Friday. Lack of sleep I am afraid.

Opal_User

I have recently been conned by Opal Telecom - owned by TalkTalk. They rang me to offer a "better deal" than my current supply, said they were from my broadband supplier (who they have taken over) and conned me into a deal which ended up actually costing more.
Beware of Opal!! and their owners!:(

TalkTalk

Hi Guys,

Anyone experiencing problems registering for the forums needs to use the contact us link on the forum page rather than on the main TalkTalk page. We can then look into any registration issues. Please include your account and telephone numbers in your message. Once these issues are posted on the TalkTalk forums we will be able to look into the accounts to rectify any outstanding issues.

Cheers
Em x

purcel

I've just done this , looking forward to a reply!!(NOT)

GotToChange

I am a fairly long-standing talktalk customer (2007, phone only, 2009 added bb) - with no real issues to speak of (but then, I was with Tiscali prior to moving myself and aol before that.....).

I recently lost the internet for quite some time - and I was actually pulling my hair out, threatening to leave blah blah. In the end, I calmed down and took some comfort in the fact that I wasn't losing
myself in the black hole of t'internet for many hours per day as had been my habit. Overall, it took six weeks and in the end BT Openreach visited no less than four times and finally went underground as the fault had been a loose/corroded wire all along.... *sigh* I cannot describe my frustration at the dealings I had on the phone (call centres!) with talktalk though - and I had put them behind me.

Until today - when I decided to check my bill online. I now seem to be being charged an extra £2.00 (yes, I know it's not much but there is principle involved here) per month for International Boost.
Now, I don't make many calls overseas but there are a couple of overseas relatives, one of whom I have recently reconnected with and shall in all possibility spend sometime talking to. I know that a main selling point from talktalk when I signed up with them (renewed/took on bb) was the INCLUSIVE CALLS to SELECTED INTERNATIONAL DESTINATIONS (including Canada and the Canary Islands - where my relatives are). I have not made many calls so far - but have checked my bill and no charge has been made for them - ever. The International Boost fee has been introduced from 7 June - I was not advised, it is only the change in monthly charge that has caused me to do any more than give my bill a cursory glance.

A few calls to tt (getting cut off - bad line (at their end) - inability to understand me) and I am told that I have never had inclusive intenational calls (despited never having been charged a bean), that I had an old pacakage that is "no longer available" blah blah. I have checked the old contract (s) - I have a booklet that lists the countries to which calls were INCLUSIVE and I remember calling tt Customer "Services" to check before I actually made any calls.

I am now of course considering putting myself through he faff of moving (contract "expires" in August) but have another worry; it was always stressed that the line was BT and that tt just made the payment to them on behalf of the customer. How and why did/does this change as my line is certainly not recognised by BT as a BT line (and all that that implies when moving). ???

Again, I have had no real issues with tt - although would not have said that when I had internet lockdown - and don't want the fuss - BUT there are principles involved and questions that I would appreciate input on?

Any lovelies out there with any ideas/answers/similar experiences?

pancake_2

I agree, Talk Talk are a pain. I'm a Tiscali customer but was nearly conned in to taking out a "new" 18 month contract with them. Getting through to customer services is a nightmare and I'm still uncertain that my renewed Tiscali contract is set up.

TalkTalk

Hi GotToChange,

If you could register and post at wwwl.talktalkmembers.com/forums we'll be able to take a look into your billing issue for you. Its not something we can do via an external site.

Cheers
Em x

GotToChange

Thank you - I have registered and have a username but cannot post yet and haven't received the email to activate.

Hm