Talk Talk

aurongrande_2

Just last week a man supposedly from TalkTalk contacted on my TalkTalk land-line informing me that due to me receiving emails in regards to them currently starting to move into the mobile phone business, that they would like to know what my current mobile phone provider is and what tariff I was on.

As far as I know, TalkTalk isn't moving into the mobile phone business, and this man sounded rather like a scammer that keeps calling me everyday, I refused to hand over any personal details. I apologised if he was a legit representative from TalkTalk, but whilst I'm constantly receiving scam calls everyday from numbers that don't exist, I won't give any personal details to anyone. He eventually hung up without a further word, leading me further to believe he was another scammer.

Strange thing is, how the heck are these people getting my phone number, and my actual full name, when I've only had the phone line for a few months, and I've only handed the number to mainly family, and no businesses. I'm on the Telephone Preference Service, but still get these calls. No surprise there.

TalkTalk

HI Whatajoke,

The verification process takes place either on the call or via a post call recording depending on if this is a Sales or Retention Call.

If the contract upgrade is completed via the Customer Service teams this may not got through the same verification process and I will need to check the process for this. To my understanding however CS should not be completing contract upgrades as such calls should be transferred to the Cancellations, Options or Retentions Team as appropriate to ensure sales compliance verification is completed.

In the event a missale becomes apparent at a later date we can conduct the relevant investigations to request call records etc to verify if this is compliant or not in light of any disputes.

Auron -

TalkTalk is currently releasing a mobile phone proposition, this has been trailed and is undergoing full launch at present. Full detail of this can be found by searching the TalkTalk Site. As Company Reps do not solicit sales via the MSE site I am reluctant to provide a link to this as it may be deemed as touting for business. This is however a valid service which TT have launched.

I can only advise you to consider what you feel is necessary for you in terms of a mobile service and asses if, compared to other mobile propositions on the market, the TT mobile service is suitable for your needs.

Regards
Mark

FannyHill

What worries me is companies with whom you have a contract and you might be three quarters thru that contract, who try to entice you to change to a new contract but that might tie you in for a further 12,18,24 months.


It seems to be everything to favour the company regardless of whether it will benefit the customer.


In other words tie them up like a kipper so they can't go elsewhere for their service.

TalkTalk

Hi Fannyhill,

It is obviously in the interests of continued business that minimum contract terms are applied.

In the case of new installations or connections the minimum term ensure the actual cost of the installation is returned during the customers term with TalkTalk, as this is significantly higher than the 29.99 connection fee charged to new customers.

Following this the renewal of contract is a matter of securing future business. However you do not have an obligation to accept any renewed terms and you are within your rights to refuse this if it is not suitable (such as an impending change of circumstances) for your needs. Your consumer rights will always come first in all cases and you have the right to continue to receive the service out of contract, as agreed in the Terms and Conditions.

Regards

Mark

whatajoke1

TalkTalk_Company_Representative wrote: »

The verification process takes place either on the call or via a post call recording depending on if this is a Sales or Retention Call.

If the contract upgrade is completed via the Customer Service teams this may not got through the same verification process and I will need to check the process for this. To my understanding however CS should not be completing contract upgrades as such calls should be transferred to the Cancellations, Options or Retentions Team as appropriate to ensure sales compliance verification is completed.

In the event a missale becomes apparent at a later date we can conduct the relevant investigations to request call records etc to verify if this is compliant or not in light of any disputes.

On mine it occured when I called to query a term in the new contract before talktalk took over tiscali. Call was passed around like anything between departments, I only knew the persons name after I complained. I beleive it was retentions though, but god knows how the call ended up there.

This fraud (or as you would say mis-selling) was taking place in March.

The best option for the customer would be to add a field to the customer screen and bill stating when the contract was ending/had ended, sit back and wait for the ***** to hit the fan, as I've got a feeling, and you may know, how bad this practice was.

TalkTalk

Hi Whatajoke,

I have personally made this suggestion to our Online Director as a method to reduce unnecessary contact, as a portion of our time on the forums is spent confirming contract dates so customer can contact retention etc to gt the best deal they can. If this was available via online billing or via the paper bill it would reduce the need for this contact, as customers would already have this information.

This is being considered as part of changes to the online billing system to improve functionality but I cannot guarantee it will be implemented.

WIth regards to misselling the transfer from Tiscali to TalkTalk did not renew contracts. I have seen a number of cases where this was renewed through a billing system error but as advised above these require individual sales compliance investigations. in the event the contract renewal was not completed in a valid manner the new contract term will not stand.

The old contract term will be honoured and in thee vent of disconnection after the orignal contract end date the Online Community Department have waived contract breakage fees as applicable to honour the orignal contract term, in light of the billing system error which resulted in the know issue above.

Regards

Mark

halifaxflea

I'd advice every person who would listen to me to avoid TALKTALK like the plague.

It is by far the WORST Internet provider I have ever had, which cuts out at least 3 times a day. In fact I would imagine if I breaded carrier pigeons I would get a faster and better service from them than I do with this company.

My D-Link router takes great pleasure in doing absolutely nothing but annoy me, usually by doing absolutely nothing. I play a lot of poker online and the amount of times I have lost money due to the stupid thing deciding it wasn't going to work any more is unbelievable. It is so bad that you have to laugh, otherwise you would actually drown in your tears. Then comes the fun of re-installing the useless router, again and again. Re-installed, and 7 (Yes SEVEN) D-Link's later and the problem still persists.

At peak times getting any sort of speed or signal is impossible - to the point that I am quicker using the signal on my Blackberry than with this god awful company - And to make matters worse we get at least 1 representative a month cold calling us (usually through dinner) asking if we would like to join TalkTalk. Not only are they so shambolic in failing to give any sort of service to us, they are incompetent to the degree that they are trying to get existing customers to resign.

Thankfully my 12 month sentence is up with them in about 2 weeks - and they won't see me for dust. I can't believe any company could actually disgruntled me more than Setanta who STOLE money off me, but I would rather deal with those bunch of cowboys than with TalkTalk.

Avoid like the plague.

whatajoke1

TalkTalk_Company_Representative wrote: »

I have personally made this suggestion to our Online Director as a method to reduce unnecessary contact

thanks. IT will hum and err on this no doubt, but if the data is available, its a relatively simple task.

TalkTalk_Company_Representative wrote: »

the transfer from Tiscali to TalkTalk did not renew contracts. I have seen a number of cases where this was renewed through a billing system error but as advised above these require individual sales compliance investigations. in the event the contract renewal was not completed in a valid manner the new contract term will not stand.

So is this is an ongoing process, or are you going through every single case where this may have occured, and actually ensuring your data is compliant with the 1998 Data Protection Act.

Also, why are talktalk breaching my rights under Privacy and Electronic Communications by continuing to send me advertising through email and phone, beleiving that I am opted in - even though your system says I'm not - and not provifing a working opt-out in the emails you send.

Is this just a case of customers must follow all T&Cs to the letter, but talktalk can breach the law and the T&Cs because they're a big organisation, the ICO is a toothless puppy dog, and they don't care about customers rights anyways.

See also http://www.talktalkmembers.com/forums/showthread.php?t=28668&page=1 same thing, talktalk marketing act outside the law and have absolutely no respect for the law.

TalkTalk

Hi Whatajoke,

Investigations are conducted individually as issues are raised to TalkTalk.

Data Protection compliance is then applicable to the individuals case, for any account access etc.

In regards marketing I cannot advise why this is not set as it should be without investigation into this, looking at the historical record of your marketing opt out and what has changed in this respect.

If you join the forum we can investigate further into this issue.

I can assure you TT do take compliance with all legislation and will investigate any issues raised to our attention.

Halifaxflea -

If you can join the forum we can investigate the issue and advise you further on this matter.

Regards

Mark

http://www.talktalkmembers.com/forums

Becles

I've written another email complaint letter as I was telephoned again with the same offer that will cost me more money per month.

When I said I did not want this offer, the staff member said she would just do it anyway. I objected and asked her not to do anything with my account and could she please confirm nothing had been done, so she put the phone down on me. How rude!

My contract is up with Talk Talk on the 27th, so I'm going to move my phone away to another company.