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TT broadband-Hard to leave, Beware! (merged)
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Well, a full working week after the guy from Talk talk called me and he didn't call back at all, despite the promise of a call that afternoon. I tried to call him back on 4 seperate occasions yesterday but according to the switchboard " he wasn't available". Now I am left wondering has he done what he promised or was it more bull from TT?
I think I will re-email my complaint to the same 2 addresses again adding this weeks developments to the mail!0 -
I would just like to let you all know that I am also going through the same problems and hassle and frustration with TalkTalk. I am trying to leave their Broadband service which I signed up for in April 2005 on a 12 month contract. I sent in a recorded delivery letter on 29th June 2006 (which they received on 30th June) asking to cancel my broadband account with effect from 18th July 2006 as this was the date that BT would be disconnecting the phone line and I would be moving out of the property as I have sold it. I also filled in the online cancellation form on 29th June and for completeness phoned in on 3rd July and spoke to a chap whose name I kept. On the 17th July I received an email with a MAC, which I specifically told them I did not need as I was not migrating the account - I was in fact having the line disconnected. The email also said that they would not close the account until I had migrated to another ISP (i.e they would keep billing me until I migrated - which I was not doing). I phoned in again to tell them that they had made a mistake and the customer service guy said that a bill for £26.99 was already on its way to me for the period 21/7/06-20/8/06 (the phone line was disconnected on 18th July!). I therefore immediately cancelled my direct debit at the bank. The bill duely arrived and I today received a letter saying that their attempt to collect the direct debit payment had failed and that I should re-instate it. Yeah right.
I have already sent an email to the escalations department and to the dunstone email address (as suggested earlier in this thread) outlining the history and giving them 7 days to sort it out and let me know, otherwise I said I would be contacting the press. My hope is that the threat of a story in the paper about TalkTalk billing me for a broadband service on a phone line that was disconnected by BT weeks ago will really show how incompetent and pathetic they are. I've had the following email response back so far from the 'customer liason department':
Dear Sir/Madam,
Thank you for your communication.
I can confirm that the points you have raised are now in the process of being fully investigated.
We will endeavour to contact you within 7 days with a resolution to this matter.
Thank you for your patience.
Yours sincerely
TalkTalk Customer Liaison Department
PLEASE DO NOT REPLY
So, I'll wait and see what happens now. But given everyone's experiences to date I'm not holding my breath. I'll let you know what happens next!0 -
I'm also being hassled by Talktalk for payments relating to a service I did not receive.
I asked to leave in April 06 because I was unable to log on to broadband and couldn't get through to resolve this.
Only just realised that some confusion was caused by TT not accepting this as a request to leave and instead providing me with a MAC. As I was on holiday I didn't sign up to another provider straightaway, thinking I was no longer with TT. The MAC expired, then I had to wait to get through to ask for another. The story's all too familiar - phonecalls, emails and no replies. I wasn't all too bothered, I didn't know I was still being billed at that stage.
I've now been with another provider for a couple of months, but I'm still getting billed by TT for the broadband. They threaten that they'll cut me off if I don't pay. But cut me off from what??
Have spoken to Ofcom and they suggest I send a recorded letter to Garry Poole and if there's still no resolution after 10 days they can pursue it.
Has anyone successfully got TT to listen back to any of their calls? Because I'm positive I asked to be disconnected.
I'd be glad to see this dreadful company shown up for what they really are, preferably in a very public way.
Have to turn off my radio whenever that "Something in the Air" single comes on - memories of being on hold for hours!!!!0 -
I'm trying to get away from TT after signing up for new broadband service on 12 April. Never had the service (they couldn't figure out how to connect a phone line) and have told them they're in breach of their contract.
I'm waiting for my MAC, but have found that getting in touch with Otelo - their regulator - works. They can give you the name of someone to write to at TT head office. Gary someone. He's in customer liaison (not 'service' - that's the reason all letters go unanswered!). I wrote to him and low and behold got a call on Friday to let me know they'll be refunding my £29.99 connection fee.
However, when I asked about my MAC and he looked into it I hadn't even been disconnected, despite being told 6 weeks ago I was!
I am speaking to my local paper to put some more pressure on and will be talking to Otelo anyway as they need to make TT do something about their woeful customer service.
I'd urge EVERYONE, whether you've got your MAC or not, to get in touch with Otelo and lodge a complaint. There are some procedure you have to have followed (given TT 3 months to resolve your complaint, exhausted their procedures etc) but they seem to be the only ones with actual power to make TT do anything.
I'll be doing that on Friday next week when their deadline runs out.MSE Parent Club Member #1Yummy slummy mummy club member50% slummy, 50% mummy, 100% proudImogen born Boxing Day 2006Alex born 13 July 20090 -
MSE Parent Club Member #1Yummy slummy mummy club member50% slummy, 50% mummy, 100% proudImogen born Boxing Day 2006Alex born 13 July 20090
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Have spoken to Ofcom and they suggest I send a recorded letter to Garry Poole
Rachel - what address do you have for this chap please? Because I definitely want to get in touch with him!
Thanks.0 -
I have "Garry Poole, Talk Talk Customer Liason, Portal Way, London, W3 6RS".
Hope this helps you!0 -
1196rachel wrote:
Have to turn off my radio whenever that "Something in the Air" single comes on - memories of being on hold for hours!!!!
Perhaps those of us in this situation should get together and march on TT HQ and take the lyrics of the song literally -
Hand out the arms and ammo
We're going to blast our way through here
We've got to get together sooner or later
Because the revolution's here, and you know it's right0 -
Another Update!!!
Got a call on Tuesday, the guy who was mean't to call me the previous Monday was off sick and promised that once again, the last bill would be cancelled and my refund would be arranged by the end of that day. I also asked for written proof that this was carried out.
Imagine my surprise logging into my TT account to see a bill for £30.82 was raised today:mad:
Comical!!!0 -
Beancounter wrote:Another Update!!!
Got a call on Tuesday, the guy who was mean't to call me the previous Monday was off sick and promised that once again, the last bill would be cancelled and my refund would be arranged by the end of that day. I also asked for written proof that this was carried out.
Imagine my surprise logging into my TT account to see a bill for £30.82 was raised today:mad:
Comical!!!
I am sorry to say that if you can access your TT account online, that means they haven't disconnected your account.
The minute it does get disconnected, you won't be able to view anymore.0
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