Talk Talk Complaints

Katy_Matey

Hi,

My 18 month Talk talk contract for home phone and broadband has ended so I decided to see what better deals I could get. I then discovered from a very friendly Orange customer care person that Talk Talk have taken my phone line off the BT exchange, therefore no other company could "see" my line - and therefore weren't able to offer me any deals!

Talk talk never once mentioned to me that they were going to do this, and in fact have only recently moved us off the exchange - there was a fault on the line a couple of months back, and my BT engineer brother-in-law checked the line to see if it was a major fault, or blip (basically telling us if we needed to spend time and money contacting talk talk) - The up shot was, a couple of months ago he could see the line - now he can't!

It is going to cost us £110 to be put BACK on to the BT exchange - and this isn't fair! Talk talk spent the money taking us off in the first place, without our say so, they surely should put us back on!

Can any one tell me how to get this money back - as every time I've contacted Talk talk they've told me they'll have to disconnect broadband and home phone for several days and I'd still have to pay to re-connect to BT exchange - or they've simply hung up on me! I've decided to switch to the post office for the time being as they're at least cheap and fair - but still have to pay £110 to re-connect to BT exchange - I have been told ofcom have sided with customers and talk talk should pay - but i've no idea how to get the money back from them?

Sorry about the ramble but a bit stressed with it all!!:mad:

TalkTalk

HI All,

If anyone is experiencing billing account or service issues please join the TalkTalk members forum and we can investigate into these issues individually.

http://www.talktalkmembers.com/forums

Regards

Mark

sofababe

TalkTalk_Company_Representative wrote: »

HI All,

If anyone is experiencing billing account or service issues please join the TalkTalk members forum and we can investigate into these issues individually.

http://www.talktalkmembers.com/forums

Regards

Mark

So what, exactly, is the point of having a Customer Service Help(?)line. No one there seems inclined to be of any help whatsoever so why not save money and get rid of it altogether? And its a bit tricky to join a forum for those that TT has disconnected from their broadband for no reason.

Sorry Mark, not good enough. A helpline should be a customer's first point of contact and the staff there should be able to deal with customers' issues and concerns. I used to work for BT on fault reporting (151) and though we had minimal training I was much more use to my customers than anyone I have spoken to at TalkTalk, with the exception of Richard Jones.

rose28454

I am with Talk Talk and I too think they are crap. What would be my best bet for an alternative phone line and broadband provider. I am probably moving house in a couple of months so would not really like to tie myself in to a long contract.
Another Talk Talk query. My aunt called me today and is moving house and wants to cancel her Talk Talk line but has been told that although she has been with them for 3 years she is still tied to a contract as they renew automitically. Is that true?

TalkTalk

Hi Sofababe,

Customers are perfectly welcome to call the TalkTalk customer service number on 0870 444 1820.

The reason we refer to the forum si because this provides a matched contact for those customers with whom we engaged on the MSE forum.

As the customer has chosen to raise the issue via a forum we give the option top be given support by a forum. We did used to have the ability to support directly via MSE, however due to the action of another ISP in trying to solicit sales via Private Message the PM facility was removed from all Cmpany Reps. This meant we could no longer validate security via MSE, otherwise we would still offer full account, billing and service support via MSE, in addition to our own forum and the traditional contact methods.

Further to this MSE are also restricting our ability to use links in our signature, for the same reasons relating to the same ISP, as such the link to the Cod of PRactice has been removed, again limiting the advice and support the TalkTalk Rep can give via this site.

TalkTalk have worked hard to increase online engagement to increase the options customers have in contacting us, my advice to join the members forum does not mean you cannot use traditional contact methods, its purpose is just to increase the options available for customers to contact us and obtain support.

REgards

Mark

rose28454

rose28454 wrote: »

I am with Talk Talk and I too think they are crap. What would be my best bet for an alternative phone line and broadband provider. I am probably moving house in a couple of months so would not really like to tie myself in to a long contract.
Another Talk Talk query. My aunt called me today and is moving house and wants to cancel her Talk Talk line but has been told that although she has been with them for 3 years she is still tied to a contract as they renew automitically. Is that true?

Bump bump bump

pinotmonster

I can honestly say that TalkTalk are the worst company I have ever had the misfortune to deal with, they had me in tears on many an occasion!

We just had our telephone line with them, thank god we didn't have broadband! When my husband recently passed away I put the account into my name. At least twice a week I was getting sales calls from their call centres all over the world asking for my husband and trying to sell different packages. I went through the whole story every time each time they promised it wouldn't happen again and lo and behold more phone calls!

THe customer services line was worse than useless, not even interested despite the face that any of my 3 children could have answered the phone. In the end I found an email address for the CEO, got a call from their office and it transpires the idiots had never transferred it into my name! I was assured it had all been sorted, lo and behold a week later another call for my husband.

Needless to say I am back with BT!

Sanied

Hello People

I need a bit of advice

Last November i finally had enough of TT's poor customer service and informed them of my intention of moving to another provider.
I took up SKy's offer and had all the switched Phone by the start of December. Paid my last bill to TT and went on my merry way.... or so i thought.

TT have been hounding me ever since claiming that i was their customer, kinda like some spured lover who cannot accept the end of a relationship.

I recived a bil for dec, jan and feb, numerous phones calls to all parts of the world still did not end their harrassment. I even started sending registered letters to their head office... putting the whole thing i writing hoping that someone how speaks english as a first language will talk to me.
so this very weekend i received a letter from a debt collection agency demanding monies for services i didnt want nor desire. Does any one have any idea how i get rid of these vampires ??

mark61120

[QUOTE=TalkTalk Company Representative

Customers are perfectly welcome to call the TalkTalk customer service number on 0870 444 1820.

Mark[/QUOTE]

That is all very well, but my friend signed up for TalkTalk phone and broadband which was never connected. Firstly, she was connected via the wrong telephone number (ie, different to the one she was quoted in her pack), she did not have any broadband connection.

Then when this was queried (several times), she was told that the 'crossed line' would be resolved in 1 week. It was, they cut the line off altogether. She cancelled the order (within the 30 days) and returned the unused router.
She now keeps being sent bills and 'Customer Services' are no use.
So, please tell me how she can get this resolved as she can't log into the customer website you suggest as she isn't a TalkTalk customer!
Mark61120

charis18uk

I switched to TalkTalk in Jan10. I was lured by free broadband for a year with a 24mth contract.

For the first five invoices I was charged for the broadband and also was charged for the FREE connection.

I emailed about five times, phoned so much you wouldn't believe. Firstly they said they had never heard of the offer!!! Then they said I had to send in proof of the offer, which fortunately I did. They gave me an address to write to and I sent my registered letter.

It was ignored, I emailed again, which was ignored. I phoned CS and they said I had posted the letter to the wrong address!!! So I wrote another one, which was ignored!!!

In the end I phoned and asked to cancel my contract and I really nice bloke finally sorted the problem out and recredited my account with the ovepayments I had made. It only took FIVE months.

This month, guess what, they have renamed mytalktalk as 'essentials' and for some reason I am now being charged for it again!!

I'm not sure I have the will to go on with this much further.

To add to this is the fact that my connectivity to the internet is very intermittent and my moden light blinks on and off more than I do!!!

I really wish I had never signed up with this company, as soon as I'm out of contract I'm going elsewhere.

Long term I can't see how this company can survive. I mean, once everyone has tried them once they will NEVER go back to them!

CS is a joke, it's an overseas call centre with people who don't always seem capable of understanding what you are trying to say, your kept on hold, shunted from person to person and never get anything resolved. Email is the same.

God, anyone considering them, stay well clear!