Talktalk Essentials

callas

I have received a letter with no address no email address and no telephone number telling me that I am to be moved to Talk Talk Essentials. This is the first I get to know about it.

Amazingly, this is a communcations company that doesn't want to communite - why?

At the moment I pay BT for line rental and I am happy for that to continue.

Has anyone else received a letter like this?

macman

So do you get your calls and broadband from TT then?

callas

Yes but not line rental.

utilitybroker

Do you pay full rate for broadband or is your exchange unbundled ?

macman

Good point utilitybroker. Are they maybe offering you Essentials because your exchange is becoming or has become unbundled?
But I don't see how they can force you to switch your line rental. Can you post the text of the letter?

callas

I have no idea if the exchange is unbundled. I have not been informed of anything.

The letter says:

"The good news is, from 9 th August we're moving you to our Talk Talk Essentials package. ....

We'll even handle your line rental - so you pay £11.25 a month to us, instead of BT and get everything on one simple monthly bill....."

I have rang customers services at Talk talk got South Africa, first two calls told me that the letter was sent out in mistake and I should ignore it.
The letter is clearly marked with my name and address so I try a third time, speak to someone else in SA and I am told that the exchange has already unbundled me a month ago and didnt think there was a problem!

I mentioned the £29.99 connection fee but the reply was - you are getting free broadband what are you complaining about. The letter doesnt say that in fact the letter says ' £6.49 plus the cost of your broadband' no cost given.

I think firstly as a TalkTalk customer for the last 5 years I don't see the need to pay for something I haven't asked for and secondly I would like to know if I go along with this what happens if I want to go back to BT or anyone else. It also says my contract starts again and I will be locked into this for 18 months. I am not happy about this at all.

and its seems trying to get answers from Talk talk is like hitting your head against the wall but more painful.

macman

If you are already getting your calls and BB through TT then Essentials is actually a very good deal once your exchange is unbundled. There should not be any connection charge. as you already take your BB from TT. Your line rental and basic call package is the same as BT and the broadband adds about £3.50.
But obviously they shouldn't migrate you without your knowledge and I don't see how BT would allow this.
Have you spoken to BT to ascertain the status of your line with then?

callas

First off I was annoyed that without any real notice (8 days) I am told they are moving me over to Essentials and unbundling me without asking. No other choices or options.

Secondly, if you read the small print on the back of the letter it clearly states that I will be charged £29.99 for the transfer even though I am a long existing customer and that I will be locked into a 18 month contract even though I have been a TT broadband and phone customer for many years.

I have even registered on their forum and so far I am going back and forth with questions waiting for answers - this has taken up all of yesterday afternoon and so far I have got as far as finding out their is an alternative but this needs to be confirmed.

What annoys me the most is that I asked for someone from that team to call me so I can discuss it in a less painful and faster pace but was told this didn't happen!!

My main gripe is the 18 month contract and the £29.99 - I wonder how many people have received this letter and missed this vital point on the back.

Macman - I haven't contacted BT yet but will do once I can establish what is happening with TT.

macman

The 18m contract and £29.99 connection fee are shown on the Essentials
page on the TT website, not 100% clear but their site never is.
The fee is not really the issue, as you would get that saving back in a few months over what you are paying now. your real issue is if/why BT have released your line to TT without you saying so. I cannot believe BT would not have contacted you if this has been done.

eira

I took up an offer for a better deal on my existing TT contract-they put it on my Sky line instead. First i knew about the error was a letter from Sky saying "sorry you are leaving". I just couldn't get TT to listen-got passed around the globe for weeks. So

a)I told Sky I didn't want to cancel (I'd contact Bt re this-don't even try getting sense out of TT)
b) I couldn't even get TT to cancel the direct debit they'd set up for a service I didn't want and didn't get-so cancelled it with the bank

I am now getting letters for payment for a service I didn't want and didn't get-total nightmare (sory about italics-can't switch them off) So in sum block the line rental switch/cancel any unauthorised DD and confirm in writing

callas

If I am an existing customer with a contract which I am happy with why should I be forced to change and be charged for the privilege?

I also object strongly to being locked into an 18 month contract when I am an existing customer.

As to TT site not being clear 'Emma' has already confirmed that customers existing or not will be charged the £29.99.

BT has not contacted me, perhaps I should look into it. For the moment I just want to continue with my contract with TT without being locked into a new 18 mth one. Giving me time to look around for other options.

Looking on their customer services forum it seems I am not the only unhappy customer and reading the replies I can also see that a fair amount of their customers are either very unhappy and feel that TT just don't care. I can't understand why someone in the UK from TalkTalk cannot speak to me on the phone.

The answer is no doubt by making us communicate with an out of country call centre who are unhelpful and by making us use an on line forum we will give up and sit back and take the medicine.