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Talk Talk at its best
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slik0000
Posts: 15 Forumite
Dear Mr S
As per your request, I have asked for your service to be disconnected and a final bill to be raised on your account.
I think it will be a relief to both of us to have you off our network.
Regards
Charles Dunstone
On 06/04/2010 22:35, " wrote:
Dear Mr Dunstone
Thank you for your reply.
The reason I am angry about what has happened here is that as a result
of the change you made my options are to either go back to BT and I
will be required to enter into a contract for the supply of services
with them which is significantly more expensive than other providers
can offer (through a BT line) or I have to pay another company to
reconnect me at over £100.
If you had told me of your plans, I would have been able to do this at
no charge before you migrated my line. I would remind you that my
contract was with Tiscali and I had deliberately avoided going to Talk
Talk in the past because of your horrendous reputation which by all
accounts visible on the internet, continues apace (my favourite being
when your staff refused to deal with the family of a deceased customer
insisting that they had to speak to the account holder). I trust that
since you are intent on applying every clause within the contract then
you can supply me with a copy of the letter you claim to have sent to
me with the appropriate proof of postage. It seems that you seem to be
operating on the basis that a contract can be varied by yourselves on
whim with no requirement to even notify your customers - i note the
version you refer to contains references to Talk Talk which is not the
contract that I enetered into. I believe that this would constitute an
unfair contract and potentially invalidate all terms and conditions
Notwithstanding this, for my own experience, your staff had both lied
to me about the problem on my line which led to the discovery about
what had happened but on 3 seperate occasions, promised to telephone me
back. On no occasion have they done so but managed to telephone when
they had been specifically told that I was not at home.
Furthermore, I have pursued my complaint via your e-mail customer
relations and have been repeatedly told that the person dealing with
this matter, a N....................... is away from her office until 8 April and
will deal with the matter on her return.
Tonight I received 2 e-mails stating that as you had not heard from me
for a few days, you would be closing the incident. Given that it is me
that is awaiting a reply from yourselves, why has this happened? I have
therefore responded to each e-mail to state that the matter is not
closed given that the person from your company who is meant to be
dealing with this matter is away from work until the 8 April and that
in no instance should this matter be closed.
However, to each e-mail I have sent you, there is an automated
response stating that you no longer accept incoming e-mails and that
any issue must no be logged on line. Accompanying this is a link
purporting to give access to this reporting system which must be
activated within 24 hours. On opening the link, I am told that the link
has expired and permission is denied. It would seem that I am now left
in a situation where your staff have decided to close this matter
unilaterally before the person who is meant to be dealing with this has
returned to work, my e-mails to state that this is not acceptable have
been returned automatically and i have been given false links to access
the online reporting tool.
I can only conclude, therefore, that this is deliberate obfuscation to
avoid answering and dealing with my complaint and that all attempts to
contact your company are deliberately made as difficult as possible in
order so that you can stop customers making complaints.
For example
1. Your call centres state that they are merely agents and do not work
for Talk Talk, that they are contracted out suppliers and that they
have no authority to deal with any complaints
2. You do not return phone calls and it is impossible to log any
complaints about service via any telephone numbers given out on your
site
3. You provide no contact details with a physical address on your
website and only give PO box numbers which are insufficient for service
of any registered or legal documents
4. When finally I have tracked down your registered office I am told
that the switchboard service is also contracted out and the company
running that service has been instructed not to put any calls from the
public through to your offices.
5. You decide to close complaints made by e-mail regardless of whether
they have been dealt with or not (even before the person meant to be
dealing with it is at work) and then put in place obstacles which
prevent me from pursuing the complaint any further.
Quite frankly, these appear to be the worst kind of wide-boy tactics I
have ever had the misfortune to experience. It is to my eternal regret
that i was tardy in moving supplier as soon as you took over Tiscali.
and it is clear to me that your company is morally bankrupt and
wouldn't know the meaning of customer service.
If you think that you have dealt with this matter satisfactorily and
are not prepared to put matters right, then please issue me with your
deadlock letter and I will take the action I see fit.
P
Dear Mr S
I am sorry, but I still do not understand the point you are trying to
make.
It won’t cost you any more to move away from us under LLU or a BT
Wholesale provided line.
If you call BT and say you want to switch away from Talktalk, they
will not charge you more.
Additionally, the notification is to make you aware of the potential
disruption to your service, rather than asking for your approval.
Finally, we do automatically write to everyone, I am sorry the letter
didn’t reach you, but notification is deemed by us having posted the
letter, rather than you claiming not to have received it. Please see
clause 15.4
In the circumstances, it is clearly the best outcome for both of us if
you are able to leave as quickly as possible.
Regards
Charles Dunstone
On 02/04/2010 18:08, "s wrote:
Dear Mr Dunstone
You may not be aware but your contract clause 3.16 requires you to
notify me in advance BEFORE you migrate my line. You have failed to do
this as if you had, we would not be having this exchange. Had you
notified me as required by your contract, then I would have been free
to move away without incurring any charges. You did not and as a result
of your failure to comply with your own contract conditions, you have
cost me money.
I do not wish to remain a customer of your shoddy company (perhaps you
should read what your customers post on the internet) so we can either
deal with this in an amicable manner or we can place before the small
claims court. I do not intend to be out of pocket because of your
company’s failure to abide by its own terms and conditions.
By the way, an apology is only sincere if you actually mean it,
P
From: Charles Dunstone [mailto:dunstonec@cpw.co.uk]
Sent: 02 April 2010 16:35
To: P
Subject: Re: Talk Talk illegal hijacking my line
Importance: High
Dear Mr S
Many thanks for your email, I am extremely sorry to hear of the
problems you are experiencing and concerned that you have had to
contact to me in search of resolution.
We acquired Tiscali last year, so Talktalk and Tiscali are effectively
the same organisation. You are still a Tiscali customer.
Our contract with you gives us the right to deliver your broadband
service in the most effective manner possible and this includes using
our own LLU network rather than BT’s. We do not have to ask your
consent to move it from BT’s wholesale network to our own.
The problem seems to be with the transfer and I agree that you should
not have had an interruption of service when we transferred it.
I am very happy to ask one of our engineers to try to find out what
the fault is and get it promptly repaired.
However, if you are still keen to transfer away, then I am afraid a
delay is inevitable.
I am afraid the rest of your email is incorrect as explained above and
we will not regard ourselves responsible for the costs you have
itemised to move to BT.
In the meantime I have got someone investigating what went wrong with
your transfer.
In the meantime, please accept my sincere apologies
Regards
Charles Dunstone
On 02/04/2010 11:52, " wrote:
Dear Mr Dunstone,
Please see below what your company had done to me and refuses to sort
out. I am busily posting this affair all over the internet in an
attempt to make as many people see how absolutely appalling Talk Talk
is in the hope that eventually people will realise what a bunch of
crooks your company is made up of and that you end up with no
customers.
The answer to this complaint was that you were within your rights and
quoting my contract at me. This contract was entered into with Tiscali
not Talk Talk and the idiot who wrote to me confirmed that even if you
could move my line, you are required to write to me in advance under
clause 3.16 which you have not done.
Talk Talk refuse to reconnect my line to BT and as such I have
cancelled my contract and am now going to be without broadband and
phone for several weeks as well as substantially out of pocket because
of your company’s theft of my line
P
“Last week I began to suffer loss of broadband service. Having spent a
long period of time on a chargeable call to your technical department
you were unable to fix the problem. The inference was that there was a
problem with my router as you said the line was working correctly. I
was promised a call back within 24 hours which you did not do. I also
purchased a new router which does not work. I had asked if there was a
problem at your end and you said no.
When I contacted you again the following day I was told that your
engineers don't work on a Sunday so I couldn't have been given a call
back.
I am unhappy about this service and decided to look at other
providers. I am now told that I no longer have a BT line.
When I contacted you yesterday to cancel my contract with you only
then did you admit that you had, without my knowledge or consent,
decided to move my line from BT to your own LLU which you only
installed on my exchange on 17 March.
I consider this to be a gross breach of contract and against the Ofcom
code which has previously warned you against "slamming". I did not
consent to you doing this and I can only presume that you have done
this in such a dishonest and underhand fashion so as to make it
difficult for me to transfer to another provider. I repeat that I have
had no communication from you whatsoever and you have had no consent
from me to do this.
You should have been aware that you had done this when I first
contacted you but you failed to notify me. You then spent and wasted my
time and money going through pointless checks at my expense and led me
to believe a router problem was the cause which has incurred further
expense of £80 to purchase a new one I did not need.
You have lied to me on several occasions about the nature of the
fault, about phoning me back but most seriously of all that you have
disconnected my line from BT to serve your own purposes which is what
has caused the fault.
In believe that you are a dishonest, unscrupulous company and I want
to have no further dealings with you. I am prepared to take legal
action to cover the costs of reinstating my line which you have
illegally tampered with and also to recover the costs incurred as a
result of the failure of my internet and your lies.
You have as previously advised until 5pm on Thursday 1st April to
reinstate my BT line at your expense. If you fail to do so, I will
arrange for this to be done and recover the costs from you.
You will also reimburse me for the cost of the router I purchased in
the sum of £80 together with the costs incurred in calling your
technical and other departments which I estimate at around £5 together
with costs incurred in accessing mobile broadband at £2 per day as of
Thursday last week.
Immediately on connection of my line back to BT, you will telephone me
on my mobile phone as supplied to you as well as by e-mail and letter
to advise of my MAC code so I can move my service to an honest provider
of telecom services. You will not apply any notice charges or
disconnection charges as you have broken your contract by illegally
disconnecting my telephone line.
Failure to do so will lead me to transfer the line back to BT at a
cost of £126 which will be invoiced to you plus an administration
charge of £250 plus incurred expenses as detailed above. Failure to
reconnect the line by yourselves by no later than 5pm on Thursday 1
April 2010 confirms that you accept these terms and conditions.”
As per your request, I have asked for your service to be disconnected and a final bill to be raised on your account.
I think it will be a relief to both of us to have you off our network.
Regards
Charles Dunstone
On 06/04/2010 22:35, " wrote:
Dear Mr Dunstone
Thank you for your reply.
The reason I am angry about what has happened here is that as a result
of the change you made my options are to either go back to BT and I
will be required to enter into a contract for the supply of services
with them which is significantly more expensive than other providers
can offer (through a BT line) or I have to pay another company to
reconnect me at over £100.
If you had told me of your plans, I would have been able to do this at
no charge before you migrated my line. I would remind you that my
contract was with Tiscali and I had deliberately avoided going to Talk
Talk in the past because of your horrendous reputation which by all
accounts visible on the internet, continues apace (my favourite being
when your staff refused to deal with the family of a deceased customer
insisting that they had to speak to the account holder). I trust that
since you are intent on applying every clause within the contract then
you can supply me with a copy of the letter you claim to have sent to
me with the appropriate proof of postage. It seems that you seem to be
operating on the basis that a contract can be varied by yourselves on
whim with no requirement to even notify your customers - i note the
version you refer to contains references to Talk Talk which is not the
contract that I enetered into. I believe that this would constitute an
unfair contract and potentially invalidate all terms and conditions
Notwithstanding this, for my own experience, your staff had both lied
to me about the problem on my line which led to the discovery about
what had happened but on 3 seperate occasions, promised to telephone me
back. On no occasion have they done so but managed to telephone when
they had been specifically told that I was not at home.
Furthermore, I have pursued my complaint via your e-mail customer
relations and have been repeatedly told that the person dealing with
this matter, a N....................... is away from her office until 8 April and
will deal with the matter on her return.
Tonight I received 2 e-mails stating that as you had not heard from me
for a few days, you would be closing the incident. Given that it is me
that is awaiting a reply from yourselves, why has this happened? I have
therefore responded to each e-mail to state that the matter is not
closed given that the person from your company who is meant to be
dealing with this matter is away from work until the 8 April and that
in no instance should this matter be closed.
However, to each e-mail I have sent you, there is an automated
response stating that you no longer accept incoming e-mails and that
any issue must no be logged on line. Accompanying this is a link
purporting to give access to this reporting system which must be
activated within 24 hours. On opening the link, I am told that the link
has expired and permission is denied. It would seem that I am now left
in a situation where your staff have decided to close this matter
unilaterally before the person who is meant to be dealing with this has
returned to work, my e-mails to state that this is not acceptable have
been returned automatically and i have been given false links to access
the online reporting tool.
I can only conclude, therefore, that this is deliberate obfuscation to
avoid answering and dealing with my complaint and that all attempts to
contact your company are deliberately made as difficult as possible in
order so that you can stop customers making complaints.
For example
1. Your call centres state that they are merely agents and do not work
for Talk Talk, that they are contracted out suppliers and that they
have no authority to deal with any complaints
2. You do not return phone calls and it is impossible to log any
complaints about service via any telephone numbers given out on your
site
3. You provide no contact details with a physical address on your
website and only give PO box numbers which are insufficient for service
of any registered or legal documents
4. When finally I have tracked down your registered office I am told
that the switchboard service is also contracted out and the company
running that service has been instructed not to put any calls from the
public through to your offices.
5. You decide to close complaints made by e-mail regardless of whether
they have been dealt with or not (even before the person meant to be
dealing with it is at work) and then put in place obstacles which
prevent me from pursuing the complaint any further.
Quite frankly, these appear to be the worst kind of wide-boy tactics I
have ever had the misfortune to experience. It is to my eternal regret
that i was tardy in moving supplier as soon as you took over Tiscali.
and it is clear to me that your company is morally bankrupt and
wouldn't know the meaning of customer service.
If you think that you have dealt with this matter satisfactorily and
are not prepared to put matters right, then please issue me with your
deadlock letter and I will take the action I see fit.
P
Dear Mr S
I am sorry, but I still do not understand the point you are trying to
make.
It won’t cost you any more to move away from us under LLU or a BT
Wholesale provided line.
If you call BT and say you want to switch away from Talktalk, they
will not charge you more.
Additionally, the notification is to make you aware of the potential
disruption to your service, rather than asking for your approval.
Finally, we do automatically write to everyone, I am sorry the letter
didn’t reach you, but notification is deemed by us having posted the
letter, rather than you claiming not to have received it. Please see
clause 15.4
In the circumstances, it is clearly the best outcome for both of us if
you are able to leave as quickly as possible.
Regards
Charles Dunstone
On 02/04/2010 18:08, "s wrote:
Dear Mr Dunstone
You may not be aware but your contract clause 3.16 requires you to
notify me in advance BEFORE you migrate my line. You have failed to do
this as if you had, we would not be having this exchange. Had you
notified me as required by your contract, then I would have been free
to move away without incurring any charges. You did not and as a result
of your failure to comply with your own contract conditions, you have
cost me money.
I do not wish to remain a customer of your shoddy company (perhaps you
should read what your customers post on the internet) so we can either
deal with this in an amicable manner or we can place before the small
claims court. I do not intend to be out of pocket because of your
company’s failure to abide by its own terms and conditions.
By the way, an apology is only sincere if you actually mean it,
P
From: Charles Dunstone [mailto:dunstonec@cpw.co.uk]
Sent: 02 April 2010 16:35
To: P
Subject: Re: Talk Talk illegal hijacking my line
Importance: High
Dear Mr S
Many thanks for your email, I am extremely sorry to hear of the
problems you are experiencing and concerned that you have had to
contact to me in search of resolution.
We acquired Tiscali last year, so Talktalk and Tiscali are effectively
the same organisation. You are still a Tiscali customer.
Our contract with you gives us the right to deliver your broadband
service in the most effective manner possible and this includes using
our own LLU network rather than BT’s. We do not have to ask your
consent to move it from BT’s wholesale network to our own.
The problem seems to be with the transfer and I agree that you should
not have had an interruption of service when we transferred it.
I am very happy to ask one of our engineers to try to find out what
the fault is and get it promptly repaired.
However, if you are still keen to transfer away, then I am afraid a
delay is inevitable.
I am afraid the rest of your email is incorrect as explained above and
we will not regard ourselves responsible for the costs you have
itemised to move to BT.
In the meantime I have got someone investigating what went wrong with
your transfer.
In the meantime, please accept my sincere apologies
Regards
Charles Dunstone
On 02/04/2010 11:52, " wrote:
Dear Mr Dunstone,
Please see below what your company had done to me and refuses to sort
out. I am busily posting this affair all over the internet in an
attempt to make as many people see how absolutely appalling Talk Talk
is in the hope that eventually people will realise what a bunch of
crooks your company is made up of and that you end up with no
customers.
The answer to this complaint was that you were within your rights and
quoting my contract at me. This contract was entered into with Tiscali
not Talk Talk and the idiot who wrote to me confirmed that even if you
could move my line, you are required to write to me in advance under
clause 3.16 which you have not done.
Talk Talk refuse to reconnect my line to BT and as such I have
cancelled my contract and am now going to be without broadband and
phone for several weeks as well as substantially out of pocket because
of your company’s theft of my line
P
“Last week I began to suffer loss of broadband service. Having spent a
long period of time on a chargeable call to your technical department
you were unable to fix the problem. The inference was that there was a
problem with my router as you said the line was working correctly. I
was promised a call back within 24 hours which you did not do. I also
purchased a new router which does not work. I had asked if there was a
problem at your end and you said no.
When I contacted you again the following day I was told that your
engineers don't work on a Sunday so I couldn't have been given a call
back.
I am unhappy about this service and decided to look at other
providers. I am now told that I no longer have a BT line.
When I contacted you yesterday to cancel my contract with you only
then did you admit that you had, without my knowledge or consent,
decided to move my line from BT to your own LLU which you only
installed on my exchange on 17 March.
I consider this to be a gross breach of contract and against the Ofcom
code which has previously warned you against "slamming". I did not
consent to you doing this and I can only presume that you have done
this in such a dishonest and underhand fashion so as to make it
difficult for me to transfer to another provider. I repeat that I have
had no communication from you whatsoever and you have had no consent
from me to do this.
You should have been aware that you had done this when I first
contacted you but you failed to notify me. You then spent and wasted my
time and money going through pointless checks at my expense and led me
to believe a router problem was the cause which has incurred further
expense of £80 to purchase a new one I did not need.
You have lied to me on several occasions about the nature of the
fault, about phoning me back but most seriously of all that you have
disconnected my line from BT to serve your own purposes which is what
has caused the fault.
In believe that you are a dishonest, unscrupulous company and I want
to have no further dealings with you. I am prepared to take legal
action to cover the costs of reinstating my line which you have
illegally tampered with and also to recover the costs incurred as a
result of the failure of my internet and your lies.
You have as previously advised until 5pm on Thursday 1st April to
reinstate my BT line at your expense. If you fail to do so, I will
arrange for this to be done and recover the costs from you.
You will also reimburse me for the cost of the router I purchased in
the sum of £80 together with the costs incurred in calling your
technical and other departments which I estimate at around £5 together
with costs incurred in accessing mobile broadband at £2 per day as of
Thursday last week.
Immediately on connection of my line back to BT, you will telephone me
on my mobile phone as supplied to you as well as by e-mail and letter
to advise of my MAC code so I can move my service to an honest provider
of telecom services. You will not apply any notice charges or
disconnection charges as you have broken your contract by illegally
disconnecting my telephone line.
Failure to do so will lead me to transfer the line back to BT at a
cost of £126 which will be invoiced to you plus an administration
charge of £250 plus incurred expenses as detailed above. Failure to
reconnect the line by yourselves by no later than 5pm on Thursday 1
April 2010 confirms that you accept these terms and conditions.”
0
Comments
-
I'll be interested in hearing the eventual outcome of all this. I nearly migrated to them today but decided that i'd rather pay for a service than get it for "free"!!Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0
-
Talk Talk really are a dreadful company, sadly people will continue to sign up with these cowboys.
I signed up when they first started offering broadband before it was 'free' boy did I learn a lesson, managed to escape without penalty, never again would I touch these Muppets.It's PAC not PAC Code, it's MAC not MAC Code, it's PIN not PIN Number, it's ATM not ATM Machine, it's LCD not LCD Display, it's DVD not DVD disc... It's no one not noone, It's a lot not alot, It's got not gotten... Panini is the plural of panino - there is no S!!(OK my English isn't great, the sciences, maths & IT are my strong points!)0 -
I have Talk Talk phoning me tonight to discuss me moving to them from BT. I'm glad I found this, as there is no way I will be doing that now. They also forgot to mention that their contracts are for 18 months at a time.
I wouldn't recommend BT as well, due to their limited "Unlimited" service.
Good luck Slik0000!0 -
Shame about your experience with TT.
On the flip side of the coin, though, I have had a pleasant experience with TalkTalk - getting full (free) upgrade of 24Mbs. Speed tests show I get between 20 and the full 24Meg!
I prefer using their great support site - talktalkmembers. com/forum - this is much easier than dealing with call centres that don't understand the issue. I usually get whatever issue fixed pronto over at the support forum
Other members and TT staff are friendly and engage with you how you'd expect.
And for the price compared to BT and the likes, who can complain with a great service!0 -
I love the talk talk members website too. I have had very little problems with talk talk over the last 4-5 years although I am transfering to BT at the end of the month as I am going to use o2 for broadband. I have no reason to leave TT but just fancied a change and a new router.0
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