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Talk Talk Complaints

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  • mobile48
    mobile48 Posts: 745 Forumite
    edited 29 August 2010 at 10:25PM
    Check the small print there may be ways to avoid charges.

    See previously in this thread. Contract includes a clause that allows you leave at zero cost within a short time frame after notification of changes - you may have got one recently. If this time frame is not suitable you may be able to exit if things change again later.

    If a company requires you to sign a new 18 month contract then you may have a cooling off period that allows you to cancel at no cost.

    If a the company decides to cancel the contract then you may not need to pay exit charges.
  • Bryando
    Bryando Posts: 1,464 Forumite
    Have not got the contract any longer.

    So basically I should transfer then I think in Scots law its 14 days cooling off. Then cancel it. Whether I get the 30.00 re connection back is another matter.

    I hate talktalk with a passion!
  • System
    System Posts: 178,338 Community Admin
    10,000 Posts Photogenic Name Dropper
    At the end of July our phone and broadband stopped working. When we called Customer Service a recorded message advised that this was due to a network problem which would be resolved in 4 hours. We were without phone and broadband for the entire weekend. When our phone service was finally restored no one was able to reach us on our number and when we called them their caller id showed that we were calling from an entirely different number. On one occasion my friend got through to someone on our number who lived around the corner from us and was having the same problem. He advised my friend that he was with sky and was experiencing similar problems obviously due to the network problems in our area. After about two weeks a Talk Talk engineer fixed the problem and we were able to receive calls on our number and once again access the internet.
    We didn't think anything more of this and did not bother requesting compensation from Talk Talk despite the fact we could not receive calls or access the internet for two weeks. However, when we received our August bill the only calls recorded between 21 July and 3 August were to 0844 200 9595 and 0844 200 9090 which is a company called Discount Dial. We did not make these calls. Discount Dial apparently offer cheap calls to Australia using the above access numbers. Why would we use such numbers when we enjoy free calls to Australia as part of our Talk Talk package? Clearly we have been charged for calls we did not make at a time when there were network problems affecting our phone and broadband service.
    I telephoned Customers Services and spoke to Jcel to try and resolve the issue. He claimed they were valid call charges and furthermore he had no record of the problems we had experienced with our line despite the fact a Talk Talk engineer fixed the problem and called us back to advise that there had been a problem which had now been resolved. Jcel was unable to assist and when I asked to speak to a supervisor he advised that they were all in a meeting and I would have to call back later.
    I am very disappointed with the service I have received from Talk Talk. I have been with Talk Talk since July 2006 and I expected more of them than this. However, it appears from reading other Posts I am not alone in receiving poor customer service and experiencing problems with my service.
    I am seeking reimbursement for the calls (£5.45) as well as some form of compensation for the disruption to our service and the inconvenience and time I have wasted following up this issue. I hope that someone from Talk Talk is reading this and can help me, but if not I will contact the Ombudsman.
    This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com
  • blackcatg
    blackcatg Posts: 29 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    smanfa wrote: »
    I am livid with this company, i never signed up to talk talk i was originaly a Tiscali customer and since Talk Talk have taken over i have had nothing but problems but this months tops it all. I went online last night to pay my bill to notice the price had risen by £10 a bit miffed i called the billing department only to be told i had agreed to a new contract and a new price plan, well I haven't agreed and then ended up sitting on the phone for over an hour whilst i was transferred from person to person. I then went on to ask about a canncelation as they had breached my terms of use and was told i would have to pay the full 18 month contract to which i havent signed up to and have no proof or documentation that i am on. Ive tried every which way to TALK to someone higher and it isnt possible so ive had to settle to sending a complaint from which i can gather will just be ignored how can i get out of this so called contract and away from Talk Talk i have spoken to Sky and they are happy to take on the line but i refuse to pay for a full 18 months when i never agreed to it in the 1st place any help would be great

    I have the same problem, joined Tiscali years ago August bill increased & when I emailed them told I was in a new 18 Month contract because of the changes they made.:eek: I never signed anything but they say if i leave which I want to that I will be breaking my contract & have to pay them, would I like a cheaper contract with them call xxxx....:mad:
    I want to go to sky who will take me no problem it's just this contract that's getting in the way.
    Will I email this clm@cpwplc.com & tell him that i want out or should i be on this rolling contract someone mentioned & be able to get out easy. I don't think I've got the Oct increase letter yet.
    Help please??:(
  • Hi,

    I recently joined TalkTalk as well and had a similar situation. I had a fault on my cable broadband that had gone on far too long and without a BT line I had limited options. TalkTalk said they would install a line for 39.99 and give me one months free service. I took the offer but then did some googling and was unsure after reading alot of negative experiences. I called to cancel and was offered more free service, so accepted as I had had no problems with the phone or broadband at all.

    First bill comes in and im charged 69.99 connection fee. After ringing up I too was told that it would be credited back 2-3 months later. Thankfully I got an email from them to say that it would be credited back.

    I think the only way to safeguard against this charge is to get someone to email you saying it will be credited back to you. Otherwise you will have this uncertainty of whether this money will come back to you or not.

    The service itself has been great - im in my third month with them now and cant complain about that side of it at all, but I think its always the same brick wall with most of these companies when things do go wrong though.

    harrymlaw wrote: »
    I have recently switched to a TalkTalk package including broadband. On the day i was due to go live, the router they sent me was faulty and took three days to replace. As I work from home I was unable to connect to the office and lost three days pay. TalkTalk thought 3 days was good service and were totally unaware of or interested in my situation. I also asked for changes to the 'bundle' but nothing was done for a month until I had to call and ask if the instruction had been actioned.
    Having been offered this deal with zero connection charge I have now been sent a bill that includes £29.99 connection fee. I was told this would not have been the case - until I told them I had it in writing. After being referred urwards twice I was eventually told it was free, but it was also standard practice to charge £29.99 on the first bill and credit it 2 or 3 months later. Other call-centre agents would not have been able to tell me this as TalkTalk don't tell them (ignorance is bliss!). Can I now refuse to pay this bill until the £29.99 is removed?
  • Hi all
    1st time poster but a long time admirer of this site,some good information and advise to look at.
    Hard to know where to start so i'll try and keep it brief and to the point but regarding the customer support at talk talk it may evolve into a WAR AND PEACE NOVEL.
    Rang talk talk last week after finding the landline/broadband down(not the 1st time) and reported the fault to their respective department after being passed from pillar to post.Waited for their customary response an engineer will be in touch blah blah blah.Waited 2/3 hours nothing so rang again only to be told that as i was moving house they had disconnected me from their services....NEWS TO ME....have lived in the same property for 7 years and have no intention of moving and had certainly never been in touch with talk talk regarding any such matters.After several more phone calls to india,pakistan,south africa some sweet little old lady informed me that due to an agent inputting the wrong information(wrong digit house no etc) we had been cut off no letter no email no telephone call informing of this......bill always paid on time by direct debit.So to rectify this i was told i would have to apply for a new account and this would take 14 days for an engineer to come around and reconnect the service bearing in mind it was not my fault and secondly the telephone exchange is literally 2 foot away from my back garden as well....not only that i would be receiving a new telephone number(had the previous one for 7 years) nothing they could do about that and to cap it all i would also be charged for the disconnection/reconnection fees and the remainder of my contract.
    So to cap it all talk talk disconnected me, lost my landline, and now expect me to stump up the charges for their shambolic service created by their own errors.

    AM I MISSING SOMETHING,IS THERE A NEW TV PROGRAMME ABOUT TO START WITH ME THE VICTIM OF A JEREMY BEADLE STYLE PRANK ?????????
    Regards
  • Bryando
    Bryando Posts: 1,464 Forumite
    I really regret going with TalkTalk. I have NEVER spoken to anybody whom is with them who has had no problems. When there is a problem, it is a total nightmare!

    Can not wait to move and advice anybody not to be drawn in by cheap services they project. Customer services are a joke and basically the full set up is a joke!
  • TalkTalk
    TalkTalk Posts: 1,948 Organisation Representative
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Hi All,

    In relation to the issues which require account based investigation if you would like to visit and register for the TalkTalk Members Forum we can investigate into these issues and advice further once we can confirm security details. We cannot do this via the MSE site as we have no private facility with which to exchange personal details.

    http://www.talktalkmekmbers.com/forums

    Neednewjob - If you issue sis being handled by a dedicated contact tin the CEO's office I would advise you refer to them for any queries or updates you require as they will take ownership of your issue until its resolution. Actions via other departments will not reflect the CEO status of your issue.

    Mandy - If you have had an issue with an account following bereavement if you can join the members forum we can advise you further on this process. I can only apologise if you have had a poor experience regarding this and assure you we will do everything we can to resolve this as quickly as possible for you.

    Janieekins - With regards to the account specific issues if you can register on the forum we can investigate further into this matter. TalkTalk is a residential only service provider, as such we do not provide business level support for any issues you encounter. We will however conduct any investigations necessary to resolve your issues as soon as possible.

    Regards

    Mark




    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"
  • System
    System Posts: 178,338 Community Admin
    10,000 Posts Photogenic Name Dropper
    and in post 353, this is exactly what I meant. It doesn't mean necessarily that Mark will come to your aid, as there are many reps there and one will pick up your request, maybe not today, but from experience, it will get dealt with and bring a swift conclusion.
    This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com
  • sofababe
    sofababe Posts: 1,394 Forumite
    Before I went away for a month in the summer I set up a payment with my bank (Co-op) for £30 to be sent to TT while I was away. This is usually enough to cover the monthly bill. When I returned I had a letter from TT saying you have paid into the wrong account and we may not be able to find the payment. If you know it was the wrong account then you know where it is, right? Wrong. I've been chasing them to recover this payment for 7 weeks and still it doesn't appear on my statement.
    Whenever I call them to find out if they have found it they say "oh, we need more information"......then why don't you write to me and ask???:mad:
    I have sent them a fax with a copy of my bank statement showing the payment, I have contacted my bank and have given TT the sortcode and bank account number of where the payment went to. But they refuse to credit my TT bill with the money that they KNOW I have paid until they retrieve it from their old bank account. Apparently they changed banks at around the time I made my payment. Now this may be TT's fault for not notifying the banks, or Co-op's fault for not keeping up to date but it most definitely isn't MY FAULT!!!!!
    Yesterday I got home from work to find that TT had cut off me phone/broadband for non payment:mad::mad::mad: and I had to pay again (2nd time this has happened) leaving me £30 short this week.
    I won't even start with what they did to me 18 months ago, thats a whole other thread!!!
    I would leave in a shot if I could find any other supplier that could give me unlimited free calls to USA.
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