TalkTalk Warning – it’s like going back to dial up!

TalkTalk

Hi Boristbear,

I'm sorry to hear there have been problems with your direct debit leading to a restiction being placed on your line. If you could post in the customer service and billing section of the TalkTalk forums then we will be able to look into why this has happened for you.

Cheers
Emma x

suburbanwifey

boristbear wrote: »

Just an update for anyone finding this thread and wanting information about TalkTalk.

The talktalk rep who replied here and all the others on the forums are good guys. They take a while to reply – I know that isn’t their fault – but are helpful and friendly. My problems with the broadband is ongoing and I am working with them to resolve it. It has got slightly better the past 4 days with nothing changing my end. I’m quiet hopeful it will be sorted and I will continue to work with them via the forums until I get a decent broadband service.

However, I have had another problem with talktalk today. I have already sent my complaint to offcom but am posting here to warn others as I am genuinely shocked by this treatment and think it should be publicised to shame talktalk into better practice. When I signed up I gave my full and correct bank details for payment by direct debit. On 16/11/09 I received my first bill dated 12/11/09, this clearly states the funds will be taken by direct debit on or after 26/11/09. I thought nothing of it and assumed they had collected the funds. Last night my wife was up all night with my 18 month old daughter who was very ill and in need of the doctor. At 8:30am she picked up the phone and was unable to make a call to the doctors as TalkTalk had placed a restriction on my line and cut of my broadband. I have now (after several attempts and much phone queuing) spoken to them (the finance department) who would only lift the restriction when I paid the bill (only £22) by card. They did not apologise and gave the impression that they thought it was somehow my fault. I would have been more than happy to pay by card if they had asked but they did not – they have my address, phone number, mobile number and email address but they didn’t make any contact asking me to pay by another means. It seems they just have not got around to sorting out the direct debit so they cut me off without warning. If you think this is acceptable then they are cheap but if you expect a little common decency from a company then steer clear. It’s completely true about needing the phone for the doctors this morning but even if it wasn’t I would have still complained to Offcom as this is, in my opinion, not acceptable behaviour for any company.

Just been on the phone to Offcom myself! I will warn you, they do not deal with individual cases, they can just give you a case number to register your complaint and advise you to follow the ISP's complaints procedure.

I cancelled my AOL account on the 11th September 2009. Over 3 months ago! AOL gave me a Mac code which I gave to O2 Broadband. The switch happened on the 17th September.

I receive a letter today 10th December (!!!) with a bill for over £55 for unpaid internet service from AOL :mad: and if not paid in 10 days, my account will be passed to a debt collection agency! :mad:

I am streaming by this stage! :eek:

I then phone AOL on a premium rate number, no other way to talk to them and they argue with me and state my account was not closed!

Cutting a long story short here....

I phone O2 who CONFIRM they took over the line on 17th September. They tell me, there can ONLY be ONE tag on a line and it is theirs. NO AOL. They say they will help me all they can (O2 broadband are fabulous with customer service by the way, been with them 3 months, wish I'd changed away from AOL years ago) They give me Offcom's number.

I phone Offcom - they are horrified and tell me IF A MAC CODE HAS BEEN USED, then as far as they are concerned and LEGALLY my account is CLOSED.

:mad: :mad: :mad:

They give me a case reference number and tell me that although they cannot deal with individual cases, they have registered the complain against AOL and advise me to call AOL back (on a premium rate number AGAIN) and tell them as far as Offcom are concerned, my account with AOL is closed and if they would like to send me a 'deadlock' letter, my case will be dealt with by the Ombudsman.

I phone AOL back and tell them what Offcom has said. They suddenly decide a MISTAKE has happened and all monies they said were owed (over £55) is now cancelled and they apologise.

:mad: :mad:

Two hours of my time (I may bill them yet) and Two hours of stress.

Offcom do not deal with individual cases but a case reference number seems to work a treat on ISP's who are trying to illegally steal from innocent people.

stoatwblr

suburbanwifey wrote: »

Just been on the phone to Offcom myself! I will warn you, they do not deal with individual cases, they can just give you a case number to register your complaint and advise you to follow the ISP's complaints procedure.

Ofcom are about as useful as a chocolate teapot and becoming less so as each year passes.

As far as I'm able to tell they're actively avoiding the responsibilities placed upon them by the government (Subverting the will of parliament?) in their policy of refusing to deal with individual complaints.

They actively refuse to answer FOI request details, stating that to do so would result in the telcos refusing to cooperate with them. I kid you not.

As far as TalkTalk goes - network is ok when it works.

The call centres are a horror story and staff will happily lie through their teeth to get you off the phone (The most common one being "the supervisor has stepped out" or "there is no supervisor available"). Make sure you record all conversations. Digital recorders are quite cheap and a worthwhile investment.

(Cue horror story about waiting 8 MONTHS past the promised date to get Broadband setup, etc etc etc.)