Are TalkTalk Liars?

grinningdog

It is impossible not to come to the conclusion that TalkTalk are LIARS?

Let me say straight off that my (limited) experience of TT has been excelllent. From Sales to Tech Support and even Cancellations, they have been courteous and helpful.

It was perfect until I had the cheek to move house.

I fully understand the warning about libellous comments on this forum but I am confident that my contemporaneous notes from this debacle will more than back up my assertion that the Home Movers Department at TalkTalk are either stupid or liars... or possibly stupid liars.

Because they cut off my phone line 8 days early I had to go out and buy a mobile phone. I couldn't afford to be without emergency cover with elderly relatives staying. I spent £40 on a phone and have subsequently spent £30 on phone calls to TT Customer "Services".

A "Manager" told me on December 23rd that she couldn't get my phone reconnected but she would guarantee that they would reconnect the broadband on the same day as the phone to compensate.

I now understand this is impossible but clearly she was prepared to say anything to get me off the phone.

The phone was supposed to be connected on December 29th but was finally connected on January 7th.

This was despite promises to connect it on December 29th, 30, and January 4th.

Here's a couple of their scams. They frequently they do that thing where they pick up and hang up when they are busy. This puts you to the back of the queue when you redial... or you give up.

If you ask for a Manager they pass you to any old colleague and claim it's a manager to fob you off with a load of old nonsense. Promise you anything, get you off the phone.

I have incontrovertable proof this happens.

They told me the name of their "Site Manager" but said he didn't take calls from customers because "there were more complaints than he can deal with."

Why do the Home Movers Department tell such stupid, transparent lies? What is the point?

I'd like 3 things from TalkTalk.
I'd like broadband now - as promised by a manager in their Home Movers Department.
I'd like confirmation that they will not be charging me a £30 moving fee or a £70 cancellation penalty if I go elsewhere - as promised by a manager in their Home Movers Department
and I'd like compensation for the mobile phone I needed to buy because of their error as promised by a manager in their Home Movers Department

Laughably, on Friday, an unamed manger told a Representative to tell me to go and buy a mobile dongle for a month and they would reimburse me.

So, having lied consistently I'm expected to believe them now?

I can't believe TalkTalk, who must be BT Openreach's biggest customer, has no mechanism to pick up a phone and make this happen. I've been in the exchange for Heaven's sake, I know what's involved.

Do you know the biggest irony? In the 80's I worked for NEC in Acton, west London. Do you know who worked down the corridor? Charles Dunstone!! I should have let his tyres down.

I have had a really good relationship with Talktalk. I've recommended lots of people to them - and still did last week. (because I worked in the computer industry lots of people ask advice)

All the departments of TalkTalk I've encountered have been helpful and straightforward. Unfortunately the Home Movers Department are either stupid or deliberately unhelpful.

My recommendation to anyone thinking of moving is to cancel with TalkTalk and start a new contract with someone else - anyone else!!

Dealing with the Home Movers department will suck the spirit out of you and anything you can do to avoid them will be worthwhile.

Thanks for letting me rant

Bob

grinningdog

I forgot to mention that they will also claim they will "expedite the order so that you will get broadband in 5 days". Again, this was a Manager who was making these claims. Again I've discovered it's completely untrue and impossible.

Very poor service from this department. They are affecting the reputation of the rest of the company.

Botch

I think there must be a special qualification required to work in these call centres namely the ability to lie convincingly whilst suffering from a shortage of brain cells. However thank your lucky stars it was not Orange as you would still be ploughing through the 15 pages of this months revised terms and conditions and not only would you not have your broadband but they would be charging you twice for the privilege as well.

Jemma-T

grinningdog wrote:

Are TalkTalk Liars?

They are salespeople. That's all.

It's up to you to pick your supplier and then move if you don't like them.

If TT are struggling to provide a service give your details to another supplier: www.samknows.com/broadband/search.php

Lots to choose from usually.

grinningdog

Botch wrote: »

but they would be charging you twice for the privilege as well.

It's one of the things that worries me most. Although they've told me they won't charge the reconnection fee (and a cancellation fee when I inevitably leave) they have promised to confirm that in writing 3 times but never do.

I just know it's going to be a night mare when they start plundering my bank account.

Worse still, if you try and interfere with their plundering they just cut you off!

Lorian

My experience as a talktalk customer raised a lot when I found

http://www.talktalkmembers.com/forums/

Real TalkTalk Reps on there, that after you have done some verification checks can usually sort things out.

There is also a talktalk rep on here.

http://forums.moneysavingexpert.com/member.html?u=262215

grinningdog

Jemma-T wrote: »

They are salespeople. That's all.

In fairness to TT, when I dealt with their sales people I found them to be helpful and straightforward. Same with all the other departments (although I've had very little contact with tech support)

Home Moving comes under Customer Services and they are nothing short of dishonest.

I had a form letter today "signed" by Graeme Nixon - Customer Services Director. Frankly he should be ashamed that his name is connected to this poor level of service. He should spend more time sorting out the farrago he is in charge of.

Bob

Littlemadam83

HMMMM, i am not very keen on TT and having read this even less so. I signed up back in November, the sales person text a number to check what speed I could actually get, and it was suprisingly good (7.6 megabytes or what ever you call it). So signed and sealed happy I went home smiling.

Fast forward a day before the connection date I called to see where the wireless router was. "Oh sorry madam, your order has been cancelled". Apparently they are installing/building the correct "hub" for our area in May. I had to call them to find they couldnt supply me. Every week now I get a call asking why I have cancelled my contract, and that they are going to disconect me any day now!!! Shocking and just plane annoying!!!

mrtom21

grinningdog wrote: »

I forgot to mention that they will also claim they will "expedite the order so that you will get broadband in 5 days". Again, this was a Manager who was making these claims. Again I've discovered it's completely untrue and impossible.

Very poor service from this department. They are affecting the reputation of the rest of the company.

Companies can expedite orders to speed them up in extreme cases... It is not a rediculous lie???

macman

grinningdog wrote: »

It's one of the things that worries me most. Although they've told me they won't charge the reconnection fee (and a cancellation fee when I inevitably leave) they have promised to confirm that in writing 3 times but never do.

I just know it's going to be a night mare when they start plundering my bank account.

Worse still, if you try and interfere with their plundering they just cut you off!

Leave, pay what you owe and cancel your DD. They cannot 'plunder your account' once you have cancelled your DD.

Botch

If you think anybody on a DD has charged you incorrectly all you have to do is pop in to your bank and invoke the direct debit guarantee. Your bank are obliged to return the money to you at once then you can take any issues up with your supplier. You have not cancelled your DD mandate and the supplier has to face up to you.