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Talk Talk Complaints

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  • purcel
    purcel Posts: 1,568 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    What a waste of time the Talk Talk forum is, cannot register, emailed them from the contact us form, no reply and still can't register!!
  • Just to let you know, Talk Talk/Tiscali have finally agreed I do not owe them any money and have called off the Debt Collectors - and they are sorry.. As I replied to them by email - Is That It?? After all they put me through - Is That It?? I have advised them I wish to make an official complaint and again they have replied that they are sorry that their system have failed me. I will be taking it to Otelo the ombudsman.
  • P.S. If you are a customer of this company - get out now - if you are considering using this company - please please don't.
  • Blue_Spectre
    Blue_Spectre Posts: 1 Newbie
    edited 31 July 2010 at 6:47AM
    I have been a customer of Tiscali for around 4 years and to be honest, had no problems at all. At least until the last year when I noticed my broadband connection randomly dropping or slowing to the point it was unusable. Not a computer problem, as we have three in the house and all experienced the same problem. Cue numerous calls to Tiscali with no joy at all.

    Come May this year, I received a call from a TalkTalk rep who told me that I was paying too much for my service and that they could provide exactly the same for £ 18 per month. Since the bill, available online, states I actually pay TT anyway, I thought “why not ?” and so agreed to go ahead.

    Weeks later, nothing. No router, no information, nothing. I called TT and spoke to someone who’s English was so poor I gave up, they couldn’t understand me and I couldn’t understand them.

    Shortly afterwards I received a letter telling me “We are working hard to connect you etc” which gave me hope that ‘something’ was happening at least. However, several more weeks went by until I received another letter – this time informing me the bill was going up to £ 28 per month in July, a hike of £ 10 per month when I wasn’t even connected !

    I rang TT and was told that “no”, my bill, according to their system was still £ 18 per month, so why, I asked them, did I get this letter ? “I don’t know” was the reply, “Just ignore it”. Ok. Just ignore it ? I asked when I was going to get the router, where was the agreement details and was I connected yet, to which I was told that it was a simple matter of putting things into the post. I was not however, connected yet.

    Weeks went by. I rang TT again and asked what was going on, as my broadband was still atrocious, no contact from them or anything at all for that matter. I spoke to a customer rep who told me that TT were “actively migrating” customers from Tiscali to TT, which is what my original call was about – so in other words, apparently tricking people into taking accounts with them, hiking the bill, and not giving anything that they promised.

    Some weeks later, after more telephone calls which lead nowhere, I spoke to a very friendly lady who spoke good English and said she had worked at TT for years – apologising for me speaking to her “less informed” colleagues (!). She told me that in a nutshell, Tiscali do something to your line, something to do with the Opal network. The letter TT had sent me saying “We are working hard to connect you” is actually a letter that means they cannot connect you at all and that someone should have told me this. There were notes all over the screen saying that they could not supply me and that they had tried three times to do this. I would received no router, no paperwork and that was that. If I wanted to change suppliers I would have no have a whole new line put in, at no small expense to myself.

    Her advice was that Tiscali will shut down eventually and so stick with them until then. But what then ? No broadband, no telephone ?

    Several weeks later I received another letter from TT – This time saying “Welcome to your new broadband package with Talk Talk !” – What on earth is going on ? I rang TT and was told, “no”, we cannot connect you. So why was I sent the letter I asked, “Don’t know”, she said, “Just ignore it”. So theres another letter to “just ignore” apparently.

    The last straw came in July when TT changed my Direct Debit date with virtually no warning. I get my on line bill once a month, around the 4th and money taken on the 30th, pay day for me. So I normally check all my finances on the 30th when everything goes out. However, on the 24th, I check my bank and find money missing. I look and find it’s a bill for TT. Rang up TT and was told they had changed everyones DD date and although it had generated a mass of complaints, they were doing it as an experiment. The lady I spoke to had been told to simply “log the complaints”.

    I had a large bill due out on the 27th and rushed to pay in money from another account to cover it for which, unfortunately I had only a cheque. Although the money was in, the cheque didn’t clear in time and Barclays bounced the DD. I have now incurred charges from both the DD company and Barclays.

    Thank you Talk Talk. I have spent a fortune ringing your ‘service’ line which is something you certainly don’t receive, wasted my time and now incurred charges due to your changing DD dates without my consent.

    Can I claim my money back from them, and am I really stuck with Tiscali forever ??:(
  • sven1
    sven1 Posts: 4 Newbie
    i had a nightmare with talk talk, 4.5hrs on the phone being deliberately cut off redailling in the end i think i had been to every call centre they have, in the end when i got through i said i am the bloke that will not go away and managed to get a refund, would not touch them at all.
  • 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

    Hi Emma,
    thanks for giving us the tips and resolving problems for most of us.

    I have registered to MSE today becuase I wasnt able to register at the TalkTalk forum (with my home number and account no.).

    I need your assistance urgently (if you can) - we are experiencing a huge problem with our Talktalk telephone service. To cut a long sory short:

    - offered a monthly flat rate, including various bundle deals in May 2010.
    - had many confirmation over the phone re: bundle deal beacuse account goes live (4th June 2010)
    - received bill statements and relaised we have been over charged
    - one of your customer service have advised me to write a letter to TalkTalk, which I have found out yesretday it was never received.
    - I was also advised to disable to direct-debt for the July 2010 until this is resolved, since then I/we have been getting calls from your Finance Department.
    - I have decided to email the letter instead, but couldnt find a suable email address to do so, can you please advise?

    I understand there is a process and until such time we then will be able to engage Ofcom and OTELO - but would prefer not to.

    We have been a TalkTalk TV/Broadband from day one (ex-Tiscali customer), and have never experienced problems like this.

    Thank you and I look forward to hearing from you soon.

    I would be happy to provide all info if you could PM me contact details.

    thanks. :beer:
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi All,

    As Previously advised if there are any issues with TalkTalk Customers registering on the TalkTlk Members Forum please sue the Contact Us Form to bring this to our attention.

    All contact us submissions are responded to within 72 working hours and all issues raised on the support forums will be picked up and resolved.

    Regards
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Hi Emma im with talktalk since 2006 problems since day one not only with the broadband also with telephone noise.i would like to try to make this message sort but How? So many problems.
    1)2006 join Talktalk fine for 3 months after,broadband working 3 days out of seven.
    2) Noise in line( customer services said because were in !INDIA!) but my family and friends are here where i live England (!!!!!! NO MADAM U NO UNDERSTAND!!!!!!!!! ME?.
    3) Call after call diferent people,diferent advise
    4)We are now in 2009
    5) "MADAM U NEED NEW ROUTER £30 (no im not paying i will go somewere else NO MADAM I SEND NEW ROUTER FREE.
    6) Is not the router still no broadband no clear telephone line
    7) "MADAM IS YOU PC" have engineer check PC (cost me £50)
    8) nothing wrong with my pc

    Emma let me reminder you that we are now in 2010 i have avoid to mention the frustation of dealing with people i can not understand and can not hear due to the line noise.

    9) June 2010 "MADAM WE CALL YOU SOON TO MAKE APPOIMENT ENGINEER YES" £99 YOU PAY no way im not paying a penny i will go somewere else "NO MADAM NO SO SOORY YOU NO PAY ENGINEER OK".

    10) 19th of July and engineer phone my mobile to tell me he is outside my door and he need access!! OH DEAR ME!!! Why i did not kown that he was going to be there well aparently i was to be at home even know i had no idea of his visit.
    He come back the following Wednesday 21th of July a nice ENGLISH speaking person he say he can not found a fault but as a precaution he will change the outside line into the property that my cure the problem as he say is not internal.
    11) the problem is not solved i keep calling Talktalk, i got no broadband can not use the telephone line because of the noise and they say the problem is been solved.
    12)3th of August i can not put up with this anymore call customer services ask to speak to a manager i had to explain why? to be told the manager will not come to the phone i mention im planning in writing a letter of complain to the Chief executive Charles Dunstone "MADAM YOU DO WHAT YOU LIKE WE DON'T CARE" and he hung up.
    Apart from the fact that i am really upset so much i can not put it in writing can you tell me how to deal with this company you work for.
    I will approach otelo and see if they can help,i got a friend who is quite interested in writing about this he works for the TIMES will this help you think? i'm teaching his daugther to dance and he will do it as a friend who is concern about me losing students who can not book lessons because of not been able to book on line,students who can not even leave a message on the phone.
    I fail to mention that i had been abroad a lot with my teaching perhaps that is why is has taking me so long to try to solve this problem but now im working from home i need my phone i need my broadband.
    I hope you will reply soon
    thank you


    perhaps you will be able to suggest somthing else in the
  • I have spent 4 3/4hrs today alone just trying to sort out what should have been a basic complaint. Having been passed from department to department and cut off again and again I am at the end of my tether. The issue has been going on for months and I will be approaching Ofcom/ OTELO for appropriate action. I simply cannot spend any more time wasted on this. If I add up the amount of time I have complained to Talk Talk over the last 2 years it must run into days and days worth. Basically:
    - Letters received from TT to suggest I was cancelling my account when no request was ever made.
    - Issues regarding line rental / 1571 service / appauling customer service.
    - Complaints raised to senior level have apparently been ignored and no contact has been made. etc etc.
    The situation is just a farce. PLEASE can you assist?

  • The situation is just a farce. PLEASE can you assist?

    EmmaL can assist but she will only do so on the TalkTalk forums, not here. This might help you

    https://forums.moneysavingexpert.com/discussion/comment/35371739#Comment_35371739
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