Onetell-talktalk fault fixing issue

mrbenbod

My mother reported a fault with her landline last Wednesday and Ontell (talktalk) have still not sorted the problem out.
Anyone else had problems with Onetell?
It seems like a hell of a long to me to fix a landline fault.
They have transferred her landline to her PAYG mobile so she can receive calls but if she wants to make calls she is having to use her credit.
Anyone know if she is entilted to claim this back?
Also will she be offered/is she entitled to a refund for loss of service?
She isn't very good at dealing with things like this and they won't talk to me about it because I'm not the customer!
Thanks in advance.

Heinz

From what I've read on here, she's very lucky even to have been offered the call transfer service.

I do hope Talk Talk don't put the cost of the transferred calls onto her bill.

Compensation? We're talking about Talk Talk here (dream on).

Scousemaid

My phone rang at about 9.00p.m. on Wednesday 21st then when we tried to answer we got a dead line. Because of heavy rain I assumed that the fault would be sorted overnight. It wasn't and I had to ring with my mobile on Thursday 22nd.I was held for some time (all adding up on my mobile especially as 0870.. is a premium number). When it was finally answered I was promised a call back. This did not happen! I had to ring again a nd after another interminable wait Jay replied and did ring me on my mobile. I was told repair within 48 hours! As there were no further updates I rang again on Friday -still no real response. I finally got an (British) call on Friday who told nme that the engineer would call on Monday as BT did not work over the weekend! I pointed out (several times until she finally listened) that I had been woken up two Sundays ago by BT workmen working on the junction box outside my garden at 7.30 in the morning! She still insisted that they did not work unless someone was disabled. I pointed out that I was disabled with a blue badge and DLA but she said that only a form (from where?)signed by my doctor(at what cost?) would prove that I was disabled! I pointed out that I could show evidence to anyone who called! That was not good enough and she insisted that repair turn around was 72 hours (not 48 as I had been told on Thursday) and anyway Saturday and Sunday did not count!

On Sunday I had a call (on my mobile) from a BT engineer asking if he could come and repair my phone- so much for NOT WORKINg SUNDAYS- maybe he needed the overtime. He repaired it and said there had been other problems in the area! He also took off the redirection of calls to my landline to my mobile.

We used the phone a couple of times yesterday and this morning Monday- we are back to square one! A dead phone no dialling tone - nothing! Again, two phone calls- both with 10-15 minute waits before I got through and I am told that there is a 5 day period before repairs must be done What happened to 48 and 72 hours! It appears that this is being treated as anew fault even though I did receive a text asking me to respond if the fault hadn't been cleared- that was at least 6 hours ago and no response from that yet!

I was already thinking of leaving Talk Talk- the only thing that keeps me is the International calls _ I have already been cheated with broadband. I was promised broadband "when it is available in your area" for several years only to be told two months ago that I was not eligible as my phone was a "cable number". It will cost me about £100 and a lot of inconvenience to change to a different number. I might as well move to a supplier that is efficient and treats customers with respect!

Scousemaid

They should talk to you- if you can get through, as long as your mother gives them permission over the phone!

mrbenbod

Very similar experience to you Scousemaid. I think it's shocking.
It's taken nearly a week to sort it out, and almost a dozen phone calls.
They also told me they would ring her on her mobile when I first reported the fault and they didn't. I had to ring them again.
My mother is switching to BT as a result.
I'm also with Talk Talk (not Onetell Talk Talk) and will also be switching after this fiasco.

macman

mrbenbod wrote: »

Very similar experience to you Scousemaid. I think it's shocking.
It's taken nearly a week to sort it out, and almost a dozen phone calls.
They also told me they would ring her on her mobile when I first reported the fault and they didn't. I had to ring them again.
My mother is switching to BT as a result.
I'm also with Talk Talk (not Onetell Talk Talk) and will also be switching after this fiasco.

The words 'frying pan' and 'fire' come to mind...