Talk Talk Complaints

lilykim

I am a Talk Talk subscriber for phone and broadband. No problems with service or payments, but trying to get them to stop all sales calls is a complete nightmare! My DD is not well and does not need to be disturbed with calls that were coming 2 or 3 times a day. In the end, after no joy with customer service, I emailed the chief exec and low and behold they stopped, that was in November 2010. You've guessed it they have started again. Spoke to someone in the CEO's office who admitted it was impossible to stop all sales calls as they deal with more than one company who do their sales calls for them! Guess who wont be renewing her Talk Talk contract?!
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Annbev

Is it possible to share the email address of the CEO. I would like to email my complaint to see if I get some response as the TalkTalk rep has so far failed to respond on this site.

Heinz

Annbev wrote: »

Is it possible to share the email address of the CEO. I would like to email my complaint to see if I get some response as the TalkTalk rep has so far failed to respond on this site.

As of 13/10/2010, it was [EMAIL="dido.harding@talktalkgroup.com"]dido.harding@talktalkgroup.com[/EMAIL]

http://www.dailymail.co.uk/news/article-1346322/TalkTalk-wins-award-worst-customer-service-2010.html?ito=feeds-newsxml

dini_2

I wrote to Charles Dunstone:

[EMAIL="dunstonec@cpw.co.uk"]dunstonec@cpw.co.uk[/EMAIL]

I received an auto reply, but my email was then forwarded to Sean Kelly, who sorted it out for me.

bo_drinker

This has been interesting reading. I do no have my bb with talk talk, they keep trying to get me to take it. I do however have a problem , when I moved house we had a line problem after we moved, it was off for a couple of days. Openreach sorted the problem and rang us to explain our line had been acidentally dis connected. I was charged for this, £65 +. I have been trying to get a refund as the fault was not at my property, TT told me my gripe was with BT and visa versa, I am being fobbed off by TT and now waiting for someone to ring me from there again. Openreach (bt) charged TT and they passed the charge to me, but seeing as it is not possible to speak to Openreach it is up to TT to sort it with them. This has been going on for 6 months now and if it goes on for much longer I will be going back to BT or whoever can give me a good deal and reliable.
As Mary Portas said if you get a !!!!!! sevice go elsewhere.....

cterry60

Well, I have sent three emails to the so called "Customer Services" another to this Fleet guy mentioned above and still not one email back even saying thank you for your email we are looking into your problem.
I havent had a phone now for three days , my brother even call them this am and they said I wasnt paying for line rental. errrr yes I am.
This is a case of not looking up the details when your talking to someone. I dont want to use my mobile to call them as its so expensive.:mad:

I had a problem with my HD box and Sky replied within 30 mins and phoned me an hour and a half later to go through the problems and someone is coming out on Friday . I am really thinking of migrating to Sky.

My internet keeps dropping with TIscali, and its quite slow and they always ask me to do the same things. Im not a computer engineer and think they forget that at times, when you can get hold of them that is.

I have now sent an email to Mr Green listed above but the one for Mr Harris has been returned. Will I get a reply mmm we will see but I dont hold out much hope.:mad:

No wonder they go out of business.

di3004

Hi, sorry to jump in on your thread.

I hear talk talk are a nightmare, my elderly aunt is having some ongoing issues with them at the moment.

However its only today I became aware these work with AOL, with my hubby the account holder I did not have a clue until we had to sort some issues out with them today.

Mark_In_Hampshire

bo_drinker wrote: »

This has been interesting reading. I do no have my bb with talk talk, they keep trying to get me to take it. I do however have a problem , when I moved house we had a line problem after we moved, it was off for a couple of days. Openreach sorted the problem and rang us to explain our line had been acidentally dis connected. I was charged for this, £65 +. I have been trying to get a refund as the fault was not at my property, TT told me my gripe was with BT and visa versa, I am being fobbed off by TT and now waiting for someone to ring me from there again. Openreach (bt) charged TT and they passed the charge to me, but seeing as it is not possible to speak to Openreach it is up to TT to sort it with them. This has been going on for 6 months now and if it goes on for much longer I will be going back to BT or whoever can give me a good deal and reliable.
As Mary Portas said if you get a !!!!!! sevice go elsewhere.....

BT Openreach and Talk Talk together are the cause of the problem.

However thankfully, if the line rental was with Talk Talk throughout, then there's no need for you to contact BT.

Based on what you write the charge raised by Openreach was incorrect - they have charged Talk Talk for their own problem.

Talk Talk need to throw Openreach's invoice back at them, but it's far easier to just bill the customer and wash their hands of it and complain it's BT's fault.

Yes, the fact that the charge was raised was BT's fault (which is why I'm puzzled you're thinking of going back to BT, there are more providers than Talk Talk and BT who are probably the two worst) but the fact you were billed it is Talk Talk's fault *and* problem.

You simply withold payment of the wrongly billed amount and write explaining why you've done it, that the difference is in dispute, etc.

If you pay by direct debit then unfortunately all you can really do is beg for the money back as a bill credit, as you've placed all the control in their hands.

Mark_In_Hampshire

upgrades wrote: »

hi

receiving my mac code tomoro from sky, currently paying £17 for 8mb(receiving 3mb tops) was paying £10 pm b4 xmas.

was checking sites with broadband deals ended up at talk talk webpage and their estimation was i'd get 9.8mb speed where as bt say 2.5 estimate.

i phoned up talk talk to enquire about the estimation and they say is true that i will get 9.8 meg, so i ask why bt could only guarentee 2.5 and sky 3mb.

she told me the others cap it so i dont get the speed while they dont and other providers routers run at 75% while theirs runs at 100% couldnt believe my ears, i obviously said that was nonsense but she said that is what she's been told.


regards

sorry i wanted this in broadband section , i searched talk talk and this was the thread that came up

The bit about capping is probably nonsense.

There are two technologies - ADSL and ADSL2+ (there's also ADSL2 but not so relevant here)

There are two main things which determine your actual achieved speeds.

One is the ISP and how much bandwidth they have on tap at any given time (e.g. congestion - if your line can do 5Mbps, can they?)

The other one, and most often the limiting factor, is the physical line itself. While ADSL2+ can theoretically manage a sync rate of 24Mbps, you could probably count how many people in the country can get that on the fingers of one hand.

The longer the line and the worse state it is in/what it's made of - copper and/or aliminimum - the lower the sync rate.

ADSL is up to 8Mbps (the maximum actual throughput you'll ever get is 6.7Mbps so it's mis-advertised, but the ASA seem happy with that)

Estimates are one thing, but the actual speed is the important one - nobody, suspect even BT, know the condition of the lines, so they can only ever be estimates and there is no obligation on the supplier to get anywhere near their estimates.

Also, different suppliers are quoting different things. The key factor is the IP Profile. Most suppliers quote the Max Sync Rate, which is a little misleading and normally a bit higher.

Interestingly this is probably what they meant by the capping. Anything which uses BT's equipment uses BRAS profiling/DLM (Dynamic Line Management) which may limit your potential speeds. Be, for instance, does not do that, and I guess Sky too.

If you actually have ADSL @ 4Mbps or less, then upgrading to ADSL2+ may make the speed marginally better. It may make it fractionally worse.

If you had ADSL @ 8Mbps then the upgrade would be worthwhile and maybe result in 15Mbps +

So I'd suggest you might be going from ADSL to ADSL2+ (which is what Sky have) which might or might not result in faster speeds.

Whether or not it will do can be obtained from your router statistics and in particular the noise margin and attenutation numbers. Those are the key factors which determine how fast the line can go.

Finally you mention the word "guarantee". No speed is being guaranteed to you. If the estimate is 10 Meg, but the actual is 1 Meg, it's still up to 20 Meg and you have what you ordered.

If you're interested enough, pop over to the ispreview or thinkbroadband sites and they can advise in more detail.

tegs157

Hi Emma,

Perhaps you will look at my (closed) account with Talk Talk. I joined up 08 November last year and closed it on 24 November due to the extremely poor Broadband and even worse Customer Services. I am now recieving letters from a certain Simon Rawlings telling me I will be disconnected if I do not pay £42.57!!!!!!

I have tried to get Simon Rawlings number but nobody seems to have heard of him. I tried to explain to the Call Centre staff that I would not pay Talk Talk a penny and threatened legal action if they persist in sending such letters, but it is difficult when the person on the other end of the line doesn't understand our language!!!