Problem with Talk Talk

steamroller

Hi, I was wondering if anyone could help with a problem I have with Talk Talk. I changed my provider from Talk Talk to Plusnet in January 2010, but TT have continued billing me. I have contacted them by phone, email several times and provided them with proof from my new provider in the form of a copy email, but it all falls on deaf ears, they are completely ignoring what I am saying and threatening me with debt collectors for money that I do not owe.

Can anyone advise what I should do next? I will report them, but not sure who to report them to.

Any advice would be great;)

macman

Did you migrate by means of supplying a MAC from TT to Plusnet? If so, would quoting your MAC to them be of help?
Were you already out of your minimum term contract when you migrated-most TT accounts are 18m contracts. If not then you would have to pay an early termination charge.

Gloomendoom

I have exactly the same problem. Using a MAC I moved to O2 from Tiscali/TalkTalk at the beginning of February but TalkTalk are still billing me.

I sent them a copy of my first O2 bill which clearly shows that O2 took over the service at the beginning of February. Initially they agreed that there was a mistake and that I would receive a refund as they had taken payment until the end of February.

Unfortunately, this did not happen and, despite the documentary evidence that proves otherwise, TalkTalk now claim that I did not switch until the middle of March. They now say that I owe them money.

I have sent a formal written complaint to TalkTalk but, to be honest, I am not expecting much.

hotpot1000

Hello peeps, Im in the same boat,
I moved to plusnet 31/12 amd was still being billed for tiscali.
They harangued me by fone and email, all different people asking for copy of my plusnet invoice which they wouldnt accept in an email, or word attachment. They wanted pdf which I couldnt supply
I received a letter today from a debt collection agency, the amount is £33 from when TT decided to terminate my account, not from when I first emailed to say I was not their customer anymore.

TT did say in an email that plusnet had not informed them & so they needed my first invoice to rectify- which I sent recently as my printer isnt well.

I will write to the debt collectors that I do not owe this.

steamroller

Hi, yes I did migrate using MAC code and the contract had ended (I made sure before I transferred). They are saying that they don't have any records of the transfer or of the fact that they have not providing me with broadband since January??:eek:I just find all this hard to believe, how can such a big organisation like TT survive if this is the state of their records? and I feel that they are just trying to rip me off!

Gloomendoom

hotpot1000 wrote: »

I will write to the debt collectors that I do not owe this.

This is a bit worrying. I have sent then a screen dump of the O2 bill but, because I am no longer with O2, I have no way of downloading a pdf as I no longer have an account.

I am already on Step 2 of the TalkTalk complaint escalation process. I am fully expecting the matter to end up going to OTELO

By my reckoning, TalkTalk actually owe me money, not the other way round. Maybe I should get a debt collection agency involved.

BTW TalkTalk's complaints procedure can be found in their Code of Practice

hotpot1000

I migrated with a MAC but TT say that isnt like giving notice and they didnt know Id left.
But by the same token when I asked for the MAC I was never advised that I need take further action to cancel TT. I had never changed my broadband supplier before.

If I do not pay then surely my bill from the debt collector will escalate dramatically?
I dont know what to do for the best
It is about a month since the last TT letter threatened a debt collector.

hotpot1000

Ofcom say
Switching broadband suppliers is relatively easy – there is little action you need to take, aside from researching the best deals, contacting a supplier and requesting to transfer to their service.

You should then present the MAC to the ISP you want to switch to and it will then process the request to migrate and inform you of the transfer date. The service should then be transferred seamlessly and with little or no disruption of service.

kesh1983

My advise would be to find this government ISP provider monitoring service .org as they must obviously fine the ISP's -- which is the only way they'll listen sometimes. Good luck!




Had an issue moving from Tiscali to TT, considering there the same company you'd think this wouldn't be an issue but try explaining this to someone thousands of miles away who's job and pay is horrid and has no incentive to see you leave them. It had to be resolved by a third party that is .org (but scrolling through my email's i can only see the Head Office correspondence with Tiscali, not TT, so i can't direct you to getting it sorted out over the phone with an English speaking individual within 5-10 minutes i'm afraid).

Essentially, i swapped ISP and had the individual on the line who promised a straightforward swap free of hassle and charge to swear on her life that that would be so (seriously), i found a few months later i was still been billed by Tiscali....... Eventually, after blocking the standing order and after HUGE stress and cost phoning every concievable number, emailing, going to the forums etc etc and getting nowhere that .org site i send a simple email to complain about to Tiscali had them and TT CHASING ME!!! Begging me to get it sorted and matching up there own departments before hand without my prompting.


** edit ** Just thinking this as now i'm with TT Pro, which for nearly the same price as a reliable fibre-obtic provider like Virgin Media, gives peak time speeds of between 1-2mb! The exact same as when it's free with calls. Might go through the changing nightmare again

hotpot1000

Kesh who do u mean by government ISP provider monitoring service .org?
I looked at ispa.org.uk but tiscali & TT are not on their members list so they wouldnt take a complaint on them

Gloomendoom

I think I may finally have convinced TalKTalk that they have made a mistake. I'll believe it when I see a refund in my bank account though!

Hotpot, you need to send TalkTalk a copy of your first bill, and all subsequent bills, from Plusnet. There is the option to create a printable version. The bill will clearly show the date that your service started. Also, you will have received an email from Plusnet advising you when your broadband was activated. Send TT a copy of that too, along with anything else that shows that you were being billed by Plusnet during the period that TT assert that you were still connected to them.

I sent them a pile of documents from O2 all showing the date that O2 started billing me. I sent hard copies (with a covering letter) by recorded delivery and also emailed them as attachments using the 'Contact Us' link on their website (you may need to create an account). Make sure you mark it as a complaint.

O2 customer support were extremely helpful. They confirmed that TT were talking complete poop. Pointing out that there was no need to inform TT that I had switched because that is what the MAC does. They also offered to send me hard copies of my O2 bills to forward to TT.

Also, I just kept ringing TT customer services until I found an operative who knew what she was talking about. Don't use their 10p/min 0871 number, look at 'saynoto0870' to find geographical alternatives. The TT head office number is a good one (020 7087 2000) ask to speak to the 'collections team'.