Is this legal (talktalk related.)

hypochondriac

Right so for the last week my broadband has been ridiculously slow. So slow in fact that I can hardly do anything. This is about the 7th time we have had problems in 3 years. I rang up and got some guy in India who didn't have a clue who once again suggested it was a problem my end (every other time it has been a problem their end and nothing to do with me) and asked me to do 8 speed tests over three days. Well I'm certainly not waiting three days and doing !!!!!!! speed tests so I was very annoyed.

I got so annoyed that I decided I had had enough and wanted to leave. I looked on the talktalk website under the leaving bit regarding costs for termination and saw this page.

http://www.talktalk.co.uk/help/questions/BIL_07_12


Great I though, I have 2 months left and pay 20 pounds so it would cost me just 40 pounds to get these idiots off my back forever.

I rang a number and spoke to someone in the UK (strange that they have UK people for the people who want to leave!) who then told me that because I was on a legacy tariff this cancellation charge did not apply and it would cost me 70 pounds. It was at this point that I lost it but I won't go into that.

My question is is it legal to have something on your website to present as facts and then to say something totally different on the phone? If it said excluding certain contracts then fair enough but at the best it is extremely misleading. Any help would be appreciated (including who I can complain to.)

fatou256

sorry i am not much help but i have had the same problem with talk talk ! they are a law onto themselves. you could write them a letter of complaint and get it started from there ...

hypochondriac

fatou256 wrote: »

sorry i am not much help but i have had the same problem with talk talk ! they are a law onto themselves. you could write them a letter of complaint and get it started from there ...

I think I will. It just annoys me that I have to give up MY time to write them a letter. Which broadband should I switch to? I have sky so maybe them? I just want broadband that works all the time, not that fussed about cost though not too expensive.

BruceyBonus

hypochondriac wrote: »

I rang a number and spoke to someone in the UK (strange that they have UK people for the people who want to leave!)

I bet you didn't have to listen to that dreadful music for very long either. Anyone who's called TalkTalk technical support will know what I mean

I would assume that what is in the contract would take precedence over anything on their website, although it is very misleading so I'd definitely query it with them again (perhaps a complaints department, if they have one).

7 times in 3 years isn't too bad for TalkTalk really. We had to call them at least 7 times in just the first 6 months! :rotfl:

hypochondriac

BruceyBonus wrote: »

I bet you didn't have to listen to that dreadful music for very long either. Anyone who's called TalkTalk technical support will know what I mean

I would assume that what is in the contract would take precedence over anything on their website, although it is very misleading so I'd definitely query it with them again (perhaps a complaints department, if they have one).

7 times in 3 years isn't too bad for TalkTalk really. We had to call them at least 7 times in just the first 6 months! :rotfl:

It would have been more if I had bothered to ring up. I'm just tired and worn down by it all. Any ISP you would recommend? Apparently they don't have a complaints department on the phone and I have to write to them. Surely this can't be right? I can't believe they can just write deliberately misleading info on their website.

I can't even remember signing a new contract. I think they asked me if I wanted to change tariff but not once did they say it was a new 18 month contract. Annoyed.

fatou256

iam with o2 not bad so far. i was with tiscali for years before moving to o2 as they were cheaper and i didn't have any problem with them.

before you moved out dont mention anytihng to talk talk and have you line pass to BT as "return to donor" it will cost you a lot less this way if you have an LLU packages.

TalkTalk

Hi Hypochondriac,

I am afraid the retentions advisor has mis advised you. TalkTalks cessation costs are £70 or the remainder of the contract - whichever is the lesser amount. This is the same for legacy tariffs or current tarrifs.

If you are on LLU with TalkTalk and you want to go to another provider that has a requirement for a BT line then you would need a reveres migtation back onto BTs service first and they will then contract you for your telephone services.

If you could register at https://www.talktalkmembers.com/forums I'll be able to look at your account specifically and offer advise on the slow speed issue and the contract term for you. It would save you the time and trouble of writing a letter to the complaints department.

Cheers
EmmaL x