TalkTalk Broadband (The Bad!!) (merged threads)

mobilegossip

Dezzie wrote:

Sorry to say I've had terrible trouble ordered talktalk3 free broadband with telephone calls. Ordered in may, broadband up and running told couldn't change my line rang bt said no one had approached to take line over. Rang talk talk several times at cost some times on few mins pressing buttons noone to answer.Sent numerous e mails. Man rang me from talktalk said he was connecting me. Now letter saying as didn't get back may have to disconnect broadband. Again tried to ring eventually rang carphone warehouse got an email address for someone higher up as still told cannot change over WHY? Written this morning not holding breath. Will i be charged for phonecall thought I was up and runningwith talktalk so who will my bills be with? Really concerned

If your line rental and calls did not get transferred to TT.Then BT will charge you.

Horlock

Dezzie wrote:

Sorry to say I've had terrible trouble ordered talktalk3 free broadband with telephone calls. Ordered in may, broadband up and running told couldn't change my line rang bt said no one had approached to take line over. Rang talk talk several times at cost some times on few mins pressing buttons noone to answer.Sent numerous e mails. Man rang me from talktalk said he was connecting me. Now letter saying as didn't get back may have to disconnect broadband. Again tried to ring eventually rang carphone warehouse got an email address for someone higher up as still told cannot change over WHY? Written this morning not holding breath. Will i be charged for phonecall thought I was up and runningwith talktalk so who will my bills be with? Really concerned

Quick check - dial 1571 - if you get BT then your still with them I'm afraid. I'm in similar situation. Had a go live date of August - but still nothing. Just tried emailing DunstoC@cpwplc.com - but missed the o as based on an earlier post. So now trying again.

I was in the position of having to pay a fee to BT to transfer - but now I wont have to because talktalk have taken so long! Still every silver lining has a grey cloud.

SuperPinkTed

The only way we were able to get away from TalkTalk was to have another BT phone line installed. For your information it cost £125 but I'd rather pay that than have anything else to do with TalkTalk, and it takes about 2 weeks to arrange for the engineer. I bet that crappy company TT is still billing me for calls I haven't made on THEIR line,but never mind, I am rid of them now.

Marky_Mark_5

yanman wrote:

I am the only person out there who has been waiting for my broadband since I registered in April. I was already on their phone service. They just don' seem to know whats going on.:mad:

I am in a similar situation - applied in April, have received nothing except bills (and continued to be billed from my existing ISP at the £17.99/month).

After writing to the BBC following their Breakfast items about Talk Talk, I quickly received a response from their team telling me that my situation had been passed onto Talk Talk directly. Within a couple of days I was contacted by a customer service representative who took all my details and has been updating me 3/4 times weekly. It's taken 6 months, but finally it looks as though I'm receiving the customer service I expect.

I have also been told by my account contact that I will be having my setup fee refunded (£29.99) as well as a £20 credit applied to my bill - that's more like it boys. Of course I'll still persue them for the £89.95 I have had to pay my existing ISP due to their inability to connect me according to their promises. Fingers crossed I should be successfully migrated by the beginning of October.

pingu

Hi

anyone in OLDHAM or nearby with TT BB please?

need feedback before i switch!

thanks

alaska30

I would like to record my experience with talktalk to make aware how awful they can treat you as a customer. I would never recommend TalkTalk to anyone because I have no respect for them. In the three short months I have been a TalkTalk customer I have had so many probem, this has resorted me to write it all down to warn others. I have never done this before but I have never had so many problems with a company in my life before.


I signed up online to 'talktalk 3 international talk 3 with broadband' on the 7th July 2006 at the same time I obviously ordered their "free" broadband. I was then given dates that my phone would be connected on the 20th July and Broadband would be connected on 15th September and to await my welcome pack arriving in the post.

I had problems right away with the phone not getting connected on time, Trying to get through to them on the phone is a nightmare it took me 3 hours to finally speak to someone after half a dozen times being asked to call a different number and each time getting put on hold for an average of 20 minutes each time. I would expect TalkTalk customer service to be able to transfer me to any department of talktalk but they very occasionally do this. When I ask to be transferred rather than redialling, talktalk lie and say they cant transfer calls, yet, sometime they do transfer you. Strange that!

When I eventually get to speak to someone the person is foreign, Indian I think? They never understand me and I have to repeat every word I say and then spell it out. Of course in the meantime talktalk are making money on my calls (0870) so its benefiting them to keep you on the phone as long as possible. At the same time there’s not any help as no one wants, or knows how, to deal with it.


So they fob you off with another phone number or occasionally transfer you at a wait of about 20 minutes after which you have to explain your details and story all over again.
So frustrating and time wasting.
I mentioned on one of the calls I made that I still hadn't received my 'broadband welcome pack' and was told they had such a demand for broadband that the welcome pack would be late.
Finally got the phone connected 8 days later with no apologies. Not even any excuses.

Still no broadband welcome pack though!

Beware that talktalk advertise free international phone calls but don’t tell you that you have to dial a prefix code to enable the phone calls to be free. I got charged full price for mine. I queried them on this and they answered that you can find this info online!! Not much help to folks without a pc then.

Shortly after being connected they took £50 out my bank account? 2 months line rental they replied when I queried it.. so beware that its not a £20 package after all.

Also you still have to pay your own broadband provider for the months and months it takes them to enable your broadband. I’m still waiting.

15th Sept
No broadband connected so I phoned talktalk on the 15th September which was the original date they gave me for switching broadband (and after being transferred, calling 3 other talktalk numbers and 1 hour later) I finally got to explain that I was expecting broadband today. I was told that they have an overwhelming demand for broadband and they are running behind due to the backlog. I then asked why I haven’t received a welcome pack and was told that I should have received one and they would send another one out to me.

One week later still no welcome pack or broadband I called again.
(Same procedure, spell out all my details then my query then they transfer the call, then you wait 20 minute... blahblah you got the picture by now I presume? Best Put a full half day aside if you need to speak to talktalk. Oh and emailing them is worse! that takes hours. Unless your problem matches the ones they state on the form you have no chance. The first 6 emails I wrote them came back with a response automated email stating that this person was on holiday. And all my 6 emails were to different named talktalk employees)

Finally got to speak to someone, again I was told that the welcome pack was in the post and broadband was a week away.
a few days after this on the 23rd September 06' I phoned them again because I wondered why I had never been asked for my MAC code I phoned to ask if they needed it.
(Same story..spell out details and then problem..transfer call...spell out details and problem blah blah. etc..etc).
2 hours later I am told that I never ordered broadband? "I did" I said. Talktalk said "No, you definitely never because we have no record of it.."
So how’s that for service? what can you say to that ??

I tried several emails back and forward from talktalk but they were adamant I had not ordered broadband. I said "why would I take TalkTalk highest calling plan called ‘talk 3 with broadband without the broadband??? and I have spoke to talktalk previously 3 times querying my broadband, so why was I not told then? and why did I get an installation date for the 15th Sept?"
Talktalk unfortunately only answer the parts of your question that they can try and get out of, the rest is discarded.

Deciding emails are a waste of time to talktalk I **shiver** phone them again. I cancelled my contract.. that was the easiest thing ive done concerning talktalk.

I called BT and it was refreshing to call a company and speak to someone within minutes, someone who speaks the same language . BT took my order promptly and without fuss.(I never had to spell out OR repeat one word I said)

Then I found out why talktalk cancel you without fuss, its because they then bill you early cancellations fees which added to your bill can total a couple of hundred pounds. This found me with no choice but to cancel my bt order and reinstate talktalk and register AGAIN with talktalkbroadband. Talktalk have done their homework on how to trap you to their services its downright immoral.

My advice is stick with BT they might look a bit more expensive but unlike talktalk they don’t cut corners to keep costs down. BT is a quality company with quality service, Talktalk is not.

Also, I found it strange that talktalk tie you into an 18 month 'free broadband' package. No doubt I'll find out what con they have for their customers when I cancel my 12 month phone package with them in 9 months time.

Wayne3765

alaska30 wrote:

Then I found out why talktalk cancel you without fuss, its because they then bill you early cancellations fees which added to your bill can total a couple of hundred pounds. This found me with no choice but to cancel my bt order and reinstate talktalk and register AGAIN with talktalkbroadband. Talktalk have done their homework on how to trap you to their services its downright immoral.

From a report in the Times a few weeks ago ~

Many of its broadband customers have given up and taken their business elsewhere, and Talk Talk said that anyone who does decide to cancel before their go-live date will not have to pay the £70 cancellation fee.

galenvanbrok

I signed up recently for this free broadband. For me it seemed like a good dela as I dont use the phone in the house that much so comparison with my old Wanadoo package broadband was cheaper. Now two months in I find that whilst the service is patchy. Also when I couldnt log in last weekend I called their tech support and even through it was 3quid for the call I was on hold for twnty minutes at 10p/min. I would have been on longer but tried the coneection again and it was okay.

But the real gripe is that I find that TalkTalk havent cancelled my BT line rental which BT still bills.

Ill keep u posted but for the time being the only TalkTalk Im doing is how rubbish TalkTalk is.

pnefan_2

Seems to be a lot of criticism of BT but I have nothing but praise for their connection quality and customer service. By the way, I have no connection whatsoever with BT.

mobilegossip

"Angry TalkTalk customers are now able to leave their 18-month contracts freely.

The Register has learned complainants citing broken promises, service interruptions, and delayed local loop unbundling are being allowed to leave TalkTalk if they ask.

A spokesman for Carphone Warehouse-owned TalkTalk told us the firm would look on requests to escape binding 18-month arrangements "favourably" if it had failed to keep its service commitments in their case.

Another well-placed source told us it was unofficial policy to let anyone go who was unhappy at the level of service TalkTalk had provided."


http://www.theregister.co.uk/2006/09...stomers_leave/