Talk Talk Complaints

Pine_Marten

Trog2405 wrote: »

Hi All
This is my first visit here & I'm asking for advice & information on how to escalate a complaint my sister and I are making to Talk Talk on behalf of my 92 yr old father.
Long story short, his phone line developed a fault this December which left him without a phone for 2 weeks. The only help we got from their foreign help desk was to take a screwdriver and check the phone plug socket! After multiple calls, being disconnected midway through trying to explain dads situation, we are at our wits end! Does anyone have any contact details we can email or write to? The situation has caused my father a great deal of distress and upset which has had a detrimental affect on his health and we desperately need help.
Many Thanks in advance.

You have to keep phoning them in India. Even the engineers have to go through India. The quickest way through the phone tree is choose the option that you want to leave talktalk, and then the option 'not because I'm moving house'. They have to ID a fault from India before they escalate it send an engineer round. It's a pain.
Andy

john_elgin

No, don't _ever_ call India. Start at the top. dido.harding@talktalkplc.copm I think the only way to change that company (other than leaving it droves, which I already did so that they go bankrupt) is to overload their central staff. Harding will - probably - reply to your email.

Pine_Marten

That's a long wait for a reply!. Thanks for this, I'll give it a try. My service has been OK-ish, as far as being on, but my speed has halved over the last 6 months, and it's bloody frustrating watching them installing a fibre cabinet less than half a mile away.
Andy

puppybelly

TalkTalk is like being in hell without the luxury of being warm. If you're thinking of joining them, please don't and if you're with them, bin them as soon as you can.
They lie to you, cut you off, blame you for their appalling service and should be put out of business. My letter to the ombudsman is on it's way! You had a chance to resolve it TT but even your CEO's office is shocking!!!
However, at least I'm rid of you at longgggggggggggg last!! Woop woop!!! :j

briannecowley

Yes, I completely agree.
I'm having a bit of trouble with TT at the minute. Paid a couple of months bills (not been at home, had access restricted), and I've been waiting over a month to have my Broadband and Phone reinstated.. Going to ring up tomorrow and complain. Hopefully get some money knocked off my bills for THEIR fault. Probably not though judging by the other comments..
I'd be happy to take it to an ombudsman. Already threatened 3 with that for their incompetence. They put a contract phone up from £21 to £34 without a word, and I stopped paying it because they didn't tell me, and I told them I were going to do this, and they sent threatening letters about debts etc, eventually got them to back down by stating that it says in the contract that they have to let you know about any increases in price on your bill a month before they do it.. and they didn't. Their own fault!

rustyroo

Going round in circles with will we call you in 48 hours BS.
Mid December Talk Talk decided to cancel my mobile phone contract. I was paying Direct Debit no probs. When I called to complain that my phone wasn't working they said I didn't have a phone with them!

Have been offered new SIM and two free months but want my number back. Only reason I'm persevering with this customer dis-service is the hope that this may be possible. They have cancelled by their admission 140 people's numbers and sometimes say that it has been given to someone else. It will not ring so this must be rubbish. The phone script says 1. offer new number and 2 months free. 2. If customer insists on original number we can do that. (if this really is possible why am I 4 managers and nowhere further to getting my number back?) Once I've got my number I will be gone. If not possible I will just jump ship now.

Anyone else had a similar problem - guidance would be appreciated

WindyEdges

9 months of hell, sworn at by there customer service management team, told multiple lies by both the customer service and the faults teams, told I'm thick and there is nothing wrong with the service despite one of there engineers saying the problem is with the service to my house.

Still not resolved BUT......

do have a contact within the CEO's office confirmed as of 1630 on March 3rd 2015

he will hate me for this but I don't give a hoot

Although his signature says he is a manager, every member of staff within talktalk seems to have manager in the title so probably means nothing.

David Hunter,
Manager Chief Executive's Office,
TalkTalk Group PLC

Direct Dial Number : 0333 001 1950

They seem to use a group email address
talktalk_ceo@mailgb.custhelp.com

But David Hunter did give me an alternative that goes direct to the CEO's office
TTEsculations@talktalkplc.com

An alternative number is the main switchboard, explain you have previously been dealing with the CEO office and you want to be put right through and NOT via the customer service or retention's team.

0203 417 1000

debtsarehandcuffs

I warn you that complaining to talktalk is a joke- I have been in a dispute for three months now and have names of people who accepted that I was owed money- but it never appears in my account- now they are trying to tell me they have no records of these previous conversations- handy that when it means they owe me money- and more or less called me a liar- cannot wait to leave them-which when I said that to their agent-said ok but you will lose your e mail- what a charming bunch of people-they have also only recently under duress I understand from the press, see BBC and guardian articles, admitted a security breach . so complain by all means- but do not hold your breath

natheaver

I am also at the end of my tether and not sure what else to do.
I have followed your advice windy edges and sent emails to the addresses provided.
they should have closed my account in June last year as I was moving. I should mention I owed nothing and was no longer in contract with them.
anyway they did not do as asked and after receiving a bill I wrote to them and sent it recorded delivery a member of staff contacted me to say my complaint had been received and my account has been closed owing 0.

I have recently checked my credit file to find talk talk have put a default against my name of £92.
after a ridiculous phone call I find out my account had not been closed. I cant get through to anyone that fully understands what has happened and keep getting told different numbers to call.
I am soooo Angry!!!!