Talk Talk Broadband problems

amandastone

So I have/had been a customer of talk talk broadband for some time now but had finally taken the choice to switch over following the severe drop in standards with their service. The first reason for me deciding to switch provider was after a call i recieved from talk talk offering an "upgrade" which i refused but they decided to give me and charge me for. After hours on the phone i managed to correct this and got my refund. The second reason was the drop in standards on the service which over the last month dropped to lows of under 0.5mg where i had gotten around 1.5 before hand aswell as this the internet now cuts out whenever I get a phone call.

Finally and worts of all after clearly showing my disgust at their service and trying to win me back by offering me a "better deal" they told me they will be charging me £80. This is just a warning to any talk talk customers or people considering joining talk talk. Also if anyone has successfully dealt with talk talk customer services any help would be appreciated.

(first time poster on your forums sorry if thsi thread should be in a different place or there is already a thread for this)

Bamber19

The broadband cutting out when a call comes in sounds like you don't have an ADSL filter attached to all phone sockets. As for dropping standards, this seems to be most people's experience with TalkTalk over the last few months. They've taken on many more customers by taking over Tiscali but it seems they are struggling to handle that. My own service went from 5Mbps to between 800k-1.2Mb, althought it was right down at 200Kbps at one point. Strangely they managed to "fix" it back to 5Mbps for a day when they thought i'd plugged into the master socket (this was their ruse to blame my equipment rather than their own deliberate service cuts)

macman

OP, if you are still in contract then yes you will be charged an early termination fee, you will have agreed an 18m contract with TT when you signed up.
As Bamber says, your ADSL dropping when a call comes in almost certainly indicates a problem with your ADSL filter(s), you need one on every active extension including Sky boxes.
If they are already fitted, then one of them has probably failed, you just need to replace it with a decent quality one. The TT supplied ones will not be good quality.

whatajoke1

amandastone wrote: »

after a call i recieved from talk talk offering an "upgrade" which i refused but they decided to give me and charge me for.

You are not the first to suffer this fraud. I was illegally signed up to a new 18 month contract with talktalk, I had refused, the recorded calls showed there was absolutely no doubt I had refused, and yet I was signed up for an 18 month contract. If you have suffered any expense is getting this sorted, demand compensation for the calls. Why should you pay to sort this illegal activity.

Do NOT leave it at this stage, complain to high level complaints team AND Charles Dunston. Its about time this practice was STOPPED in its tracks by talktalk, as who knows how many more customers have been illegally signed up by this practice.

TalkTalk

Hi Amanda,

In terms of the Dropping connection checking filters etc would be the first port of call. If you are setup correctly with filters on all equipment and still experiencing issues then this may require further investigation. If you register on the TalkTalk Members Forum (<http://www.talktalkmembers.com/forums&gt;) we can investigate into this issue for you.

Via the Members forum we will also be able to investigate into the renewal call you received and the discussion of the upgrade. We cannot do this via MSE as it requires us to access your account and confirm security information, the Online Community Team can only do so via the forum.

whatajoke1 - Again in terms of your issues you would need to register on the TalkTalk Members Forum for us to investigate further into this issue. You are correct that such issues should be reported to TT as soon as possible so we can investigate into this and take the relevant necessary actions. Sales Complaints are handled with the relevant priority as this is serious breach in the event non-consented upgrades are being completed.

Regards
M:)

whatajoke1

TalkTalk_Company_Representative wrote: »

whatajoke1 - Again in terms of your issues you would need to register on the TalkTalk Members Forum for us to investigate further into this issue. You are correct that such issues should be reported to TT as soon as possible so we can investigate into this and take the relevant necessary actions. Sales Complaints are handled with the relevant priority as this is serious breach in the event non-consented upgrades are being completed.

It was looked into, and talktalk agreed with me, and I was put back onto a rolling contract, it took an email to the CEO to get this taken seriously though. Indian call centres just went into the "computer says...." routine, UK call centres passed me from pillar to post with LOTS of skepticism as to whether I was telling the truth, CEO kicked some !!!! and got it sorted.

chubster

I too have left pipex/talktalk after many problems. I am at my wits end with this company, now they say that I owe £120 for 'early cancellation' of a contract (I had broadband only with pipex, no phone deal). I have been a pipex customer for 5+ years so there is no way I am tied into a contract with them but I can't get any sense out of pipex 'customer services' who just insist I owe £120. Does anyone know a way of getting through to someone who can help me?