Talk Talk Complaints

TalkTalk

Hi Boobal,

What is your TTMF username? We are up to date at the moment so you should have a reply on the forums or be getting on very soon.

Cheers
Emma x

boobal

Hi there
Its boobalay1983
Thanks

TalkTalk

Hi Boobal,

I can see your post and I am sure Mark, the admin working customer service and billng will be with you in no time.

Cheers
Emma x

robinnicholls

Hi,
Can anyone help???

Here is my story……

I signed up for Talk Talk early September under the premise that they would be able to fit/move my master socket. This is because at present my house does not have a master socket and where the telephone line comes into the house is no good because there is no power socket near it. Anyway, over the phone I was given a provisional connection date of 21st September and I was told to be around because the engineer would need to access my house to do the connection. I thought, great that will mean that he will come and move the line on this date and all would be sorted. How wrong was I! I had not received any confirmation of my connection date a few days before the 21st I decided I had better call to confirm this date, I was then told that yes my connection date was the 21st but they would not need access. I questioned this as I had no master socket at all but the most ignorant customer support worker told me initially that this was not covered and I would have to get an electrician out to do this!! Wow, I said that doesn’t sound right then after being on hold for about 10 minutes she returned to say I need to call back after my installation date and book it in.

I called back on 22nd September and was told that an engineer would call me back with a date for installing the line. I waited a week (29/10/09) and still no engineer call, so I called the New Lines Installation Team and they ensured me that I would get a call by 18:00 on 01/10/09. Yep you guessed no call, so I called back and was told that now they were waiting on a date from BT but I would get a phone call soon. I waited another week and still nothing, so I called again and I was then told that they should have a date by Monday 12th October. I called them again today and they are now saying they still don’t have a date!!! This is a total joke! If I called BT for a new line I am pretty sure they would give me an installation date right now.

Talk Talk have been the worst company I have ever dealt with, I am just going round in circles. I still have no date, I have never received a welcome pack or anything like that. I have had one letter that just provides me with my new line number. I am apparently connected but I have never been given my telephone number and since I have no master socket it is useless and just means I have a live wire hanging out my wall for my 3 year old to play with!! Not good at all….

Any help most appreciated,

Robin.

TalkTalk

Hi Robin,

Sorry to hear you are not receiving the information you need regarding your new line instalation.

I'm going to need a little more information from you on this one. I'm a little confused as you say there is not a master socket but you then go on to say there is no power socket by the socket you have. If you have a phone line coming into the house and you have requested activation of a service with TalkTalk then it will have been activated on this line. The only time we would not activate the service on the existing line is if a 2nd line instalation was requested.

When you say there are wires hanging out the wall do you mean this is where a socket was removed? Do you have any phone sockets in the property?

Cheers
Emma x

robinnicholls

Hi Emma,

Thanks for the reply. I will PM you with some more details if you are able to help.

Thanks again,

Robin.

TalkTalk

Thanks Robin. PM'd back

Cheers
Emma x

kpb001

Talktalk should not be allowed to use the term customer "service." I would advise anyone to avoid them even if they try to say they are cheaper.
They tried to change my phone line to a new number without my permission 2 months ago and then have been sending threatening bills and letters ever since.
If you call customer services it will take you at least 30 minutes on hold every time before you speak to a person from the customer services team. Who ever you speak to will not help, will be rude, will refuse to give you their name, will falsely accuse you of it being your fault, will tell you you need to speak to another department (and so you have another 30 mnutes on hold), will not call you back even if they promise to, will not allow you to speak to a manager as they are always on another call (presumably as they have so many irate customers)
The only time I received a respose as requested was when I sent a letter to the head of customer service by recorded delivery.
If anyone is thinkning of going to Talktalk all I can say is good luck. You will need it.

TalkTalk

Hi kpb001,

TalkTalk do not offer re-numbers unless you are experiencing nuicance calls. The transfer process does not involve the renumbering of your line. Is this issue now resloved for you?

Cheers
Emma x

bubba911

I do not know what to do anymore... here is my story (cut and paste job from various letters I've constructed recently)

I have been a TalkTalk customer for 2 years now. My wife and I are moving overseas in November and moved out of our house last week. I called TalkTalk on 2nd September to instruct them to cancel my account with effect 15th October. They told me that I had called too far away from cancellation date (how strange) and that I should make contact with them 3 - 4 weeks before the desired cancellation date. I duly called them on 22nd September and informed them that I would like to cancel my account and disconnect my line on 15th October. They told me that they would action this. On the 14th October I called to confirm the account would be closed. TalkTalk confirmed that this would happen. On the 15th my line was still active and I contacted them to confirm that it would be closed. Again, they confirmed that all was in order. Needless to say that on the 16th the line was still active (and I had moved out of the house) and I called them to be told it was an error on their part and they would cancel on the 16th. I have had several phone calls to TalkTalk, spoken to different people on every occasions who assured me that it would be actioned. Yesterday, I was told to be patient and was hung up on by this manager. I don't know who to call to complain or how to actually get my account cancelled and line disconnected. The cost of calls to their customer service number continues to mount, will I get that reimbursed? Unlikely. Should I cancel direct debits? What should I do. It doesn't help that time is against us since we leave the country in a few weeks.

I contacted Ofcom today who are on the case but I just don't understand how hard this can be. And for people who are supposedly managers to hang up on me is just pathetic.

Why, why, why... TalkTalk?