I Don't Wanna Talk to Talk Talk

Paul_Varjak

MothballsWallet wrote: »

Paul, if they call you again, just ask them for a CARN (Communications Authorisation Reference Number) before you can talk to them.

I tried that with their last caller who got through to me, and it completely stymied her script

Very good idea! You can actually set up a security question on your account. Choose the right question, then the right answer will list the ways that TalkTalk cannot contact you!

whatajoke1

Paul_Varjak wrote: »

Very good idea! You can actually set up a security question on your account.

Where? (even though they haven't permission to contact me anyways)

Paul_Varjak

whatajoke1 wrote: »

Where? (even though they haven't permission to contact me anyways)

1. Log into your account
2. Click on link 'Manage My Details'

Should be self-explanatory from there

mephil1101

Hi all, this is my what i had from with talktalk (lies lies and more lies)

In February of this year 2010, i tried to join talktalk for phone and broadband internet, the (essentials package) it started with only half the order being put though (phone) not (broadband) i was lied to so many time about the connection date and when i ask to speak to a manager the person i was talking to hung up the phone this happened many times , so i ended up cancel the order .
Later this year i thought i will give talktalk another try.(big mistake) it all started with me ordering the essentials package. Again only half the order was placed a few weeks go by so i phoned to see what was happening and was told i did not order the broadband, hello “the essentials package is phone and boardband” so what are they talking about.
At that point i said i wanted the broadband and was told it would be added (lie) a few weeks later i phoned again to see what was happening again the broad band was not put on the order. Even thou i had been given a date for the broadband to go live(16/07/2010) this did not happen and again i cancelled the order on the 19/07/2010, a few days later i received a bill, again i phone several time to see why i had this bill for a services i was not receiving, again they hung up the phone this happened many times i was getting nowhere, the last time i phoned on this incident i ask to speak to a manager and i was put though to one. After talking to him for about 30 minuets, after what the manager had promised ,that the broadband would be active by the 12/08/2010, i decided to give you company another chance, on the 13/08/2010 i phoned to see if the broadband was active and was told it had not been ordered (all i have had from your company is (lies lies and more lies)
On the 18/08/2010 i phone to have the phone cancelled and was told it would be cut off within 5 days ,it has now been 11 day guess what another lie.what is it with this company do they not know what the truth is.
By the way : i have not swear or have been abusive in any way to be treated like this i find disgraceful

Paul_Varjak

@mephil1101...

If ever a TalkTalk customer representative tells you the reason for any delay is a 'STUCK ORDER' prepared for a VERY VERY long wait - I am talking months! A STUCK ORDER can prevent any changes to your account whatsoever.

In general, any change made to your services, either by you or a customer representative adding or removing a service, takes around 24 hours to process. During that time you cannot change another service on your line.

However, if the order ever gets STUCK it can be months before TalkTalk manages to unstick it! That could leave you without the service you are trying to order or any new service you would like to order, be that broadband, unlimited calls etc etc.

I suspect that if there is a already STUCK ORDER and you say you want to cancel TALK TALK service because of the STUCK ORDER then TalkTalk may not be able to even process that because of the existing STUCK ORDER!

Just search TalkTalk's own member's forum for 'STUCK ORDER' to see many tales of woe.

TalkTalk

Hi Paul,

In respect to my comments I can only advise you based on my resources and experience.

IN terms of sales practice this is something that is taken seriously. If any agents are misleading customers, such as proportion that the service is suitable for business this is incorrect. As such this needs to be identified and feedback to ensure we are no misleading customers into thinking the service is suitable for business use, as it is not. If sales agents are selling TalkTalk residential as suitable for business this is a sales compliance issue which needs to be addressed. In respect to sales I am aware of how sales should be completed, however we have a sales compliance process and verification process for a reason, to identify and resolve any issues that do occur. My advice regarding the intentions of the seals team is evident from the sales script provided by Paul.

The information provided verbatim from the sales script confirms if you do choose to use TT residential for a business line you get no business support and do so at your own risk. It does follow on to advise the correct number in the event you do require a business line. This should route to Opal, part of the TT group, who provide business services as TalkTalk sister company. As such agents should not be advising you that TT Residential is suitable for business purposes and rather the correct advise is to refer you to Opal for business lines. If they are choosing to omit this aspect of the sales script-t this may be misleading people into incorrectly believing that TT will provide business support. This has lead to investigations in the past whereby customers have lost inordinate amount of money due to the lack of business support and as this is taken at their own risk there is no liability from TT to restore the lost business/funds.

As such for the protection of our customers businesses any customer the Online Community Team identify is using TT for business services we ensure they are aware this isnt supported and the varying impact this can have on the operation of their business. If you feel you do not require business support then using TT for your business use is done so at your own risk.

In terms of the contact centre in Manila, I am happy to stand corrected that I wasn't aware of any TT operations based at this site. I do not purport to be perfect and am happy to learn new information and take this on board, however where are operations are based isn't going to impact the operations of your business, the fact you get no business support form TT will.

The purpose of my advice is in the event you had any loss of service TT, as a residential only service provider, will not provide you with any compensation for loss of earning caused by the loss. IN addition there will be no prioritisation of fault resolution in light of your business status. I personally would see this potential risk as a reason to advise you that TT is not suitable for business use. If you choose to disregard this you are welcome to do so.

In regards to the services as advertised both the Essentials and the Plus packages have the potential to provide up to 24 mb service. This is however subject to your line length and quality. IF your not already in sync at 8mb then the increase to 24 will result in no effect, as you are already in receipt of the fastest services for you line. As such sales agents should not be attempting to up sell to pro based on speed, this would only be suitable based on the increased inclusive services for example the unlimited download aspect of the package, or inclusive daytime and reduce rate mobile calls. In the event a sales agent tries to up sell Plus based on speed to a subscriber who is currently in sync at less than 8mb this will need to be addressed as a sales compliance issues for feedback and development as necessary.

What a joke1,

In regards to the terms and conditions if you think we are in breach of these then by all means bring this to our attention and this can be addressed.

11.11 relating to:

"11.11 If you do not wish your details to be used for the purposes described in clauses 11.3.2, 11.3.3 and 11.3.4 please write to us at the above address stating your full name, address, account number and phone number. Please note: this will not affect any marketing consent which you have already given to any of the companies referred to in this clause in respect of agreements relating to other products and/or services."

I would presume on this bases you have had an issue with marketing calls from TalkTalk. At the point of sign up it is requested if you would like to receive marketing calls and the option to remove yourself from marketing lists. If you choose to receive marketing calls but change your mind at a alter date as advised in the T&C's the correct processes to request an opt out in writing. You can also do this via the Members Forum.

Finally in regards to my position yes i am the same Mark who posts on the forum. All online engagement via forums etc is completed by the Online Community Team, therefore comments here, on facebook, vai the TalkTalk Members forum is all completed by myself or a colleague on the Online Community Team.

Regards

Mark

Paul_Varjak

For those MSE members struggling to understand the wafflings of Talk Talk representative, here is a summary...

1. TalkTalk Representative now agrees that TalkTalk have a Call Centre in the Philippines despite previously being so adamant that they do not.

2. TalkTalk Representative now agrees that a TalkTalk residential line can be used for business, despite previously being so adamant it could not.

3. TalkTalk Representative now agrees that he is not always right, despite previously being so adamant that he is!

dealer_wins

If you want a really bad broadband with horrific customer service here are your options.

Landline broadband - talk talk
Mobile broadband - 3

I have had the misfortune to use both these companies in the past and I can honestly say I would not use either of them again even if they gave me a free service and £500 in cash. I really found them that bad.

whatajoke1

TalkTalk_Company_Representative wrote: »

In regards to the terms and conditions if you think we are in breach of these then by all means bring this to our attention and this can be addressed.

Contact permissions were set for tiscali within the users profile.

I authorize TalkTalk to contact me by telephone N

EDEH and UEI N

Customer advertising flags

I wish to receive information about TalkTalk Group's other products and services. No

I am happy to receive information from carefully selected third parties NOT in the TalkTalk Group. No

These are the permissions that should have been brought over to talktalk, these permissions should NOT have been defaulted to opt-in. At no point have I EVER given talktalk or tiscali permission to do so and have stated that from day one.

Care to answer these options exist if talktalk do not adhere to them?

As you seem to like to quote often changing terms and conditions, lets have a look at the law.

The Privacy and Electronic Communications (EC Directive) Regulations 2003 Section 23

Unsolicited calls for direct marketing purposes

21.—(1) A person shall neither use, nor instigate the use of, a public electronic communications service for the purposes of making unsolicited calls for direct marketing purposes where—

(a)the called line is that of a subscriber who has previously notified the caller that such calls should not for the time being be made on that line;

Lets have a look at my options again

I authorize TalkTalk to contact me by telephone N

See the problem talktalk are having. You may force people to go through registering on your forum to opt-out, but this is unnecessary as the opt-out can be done from within that persons preferences or by telling your agent.

This also means that if someone tells talktalk to never contact them again, then that request (if you want to follow the law) must be adhered to.

I wait for this to be addressed.

MothballsWallet

Paul_Varjak wrote: »

Very good idea! You can actually set up a security question on your account. Choose the right question, then the right answer will list the ways that TalkTalk cannot contact you!

But you have to remember to change it for every time they call

And it can't be your account number, make it pretty long so it takes them ages to try and work it out.