Another Talktalk Customer service nightmare

kookai9

Talktalk have upped the price of my broadband without letting me know ,They've claimed to have sent me a letter in the post , but i've recieved none.
I was with tiscali but as there now owned by TT ,i'm wondering if tiscali still exists as googling only ends up at talktalk; ?? Looking over at the threads on Talktalk members forum it seems theres a lot of customers who've been charged by TT & tiscali
Also i cant log in & have phoned TT who say my tiscali log in details shud work on the TT website but they dont !!

whatajoke1

The Tiscali forum is http://www.talktalk.co.uk/forums/forumdisplay.php?f=1

Your login won't work on talktalk forums, only the tiscali one above.

TalkTalk

Hi kookai9,

Since the acquisition of Tiscali by TalkTalk there is an ongoing operation to bring all current tariffs into line with TalkTalk current active propositions, as the customers base is integrated as one.

This will result in some customers seeing reductions, no change or increases in the price or services they receive. Depending on the circumstances surrounding the changes will denote what actions you are able tot take in this matter.


At present the TTMF forums do not have the relevant systems and resources to support your query, hence we have a separate forum for ex-Tiscali customers (link provided above).


If you do have any questions regarding the change feel free to contact us and we can advise you further.

Regards

Mark

kookai9

I've tryed logging in at that link but it still dosnt work.Is there a way too ?
Talktalk Rep , your reply dosnt answer my question about why i am being charged more & especially without given any days notice ?

TalkTalk

Hi kookai,

Tiscali was bought by TalkTalk during the last financial year.

As part of this acquisition the Tiscali brand was discontinued and all ex-Tiscali accounts were rebranded to TalkTalk. These did however remain on the same plans, same terms and conditions etc.

However at present all ex-Tiscali accounts are being migrated to TalkTalk. As part of this change you will have to migrate to either the TalkTlka essentials or the TalkTalk Plus plan.

You should have been notified via letter of this change and given the opportunity to decide if you wished to continue with TalkTalk. IF this has not been received we would need to look into this in more detail.

With regards the forum link can ou advise what is the error you experience when trying t access this?

Regards

Mark

GM43

Sorry for hi-jacking this thread but I too have had my payments increased without any notification, I am trying to persue this through customer services to no avail.

I originally contacted at the start of July and recieved a reply on 12th July that didn't answer the problem, they thought the price increase was only from April 10 but it is actually from April 09 and that it was only an increase of about £2.49 when it had been about £7.00, they did say the matter had gone to the provisioning team so I thought I would wait until they contacted.

Someone claiming to be from TalkTalk rang on 28/7 but as they wanted me to confirm personal details before they would confirm what they were ringing about I was reluctant to speak to them in case they were fishing for personal info - I asked them to email me but they failed to do so. In order to check this number I rang TalkTalk to see if it was one of their numbers and the guy I spoke to said it wasn't, and so I explained my complaint again and it got logged again and was told that I would hear something within 12 days, I got a phone call Thurs last week asking me to ring the extortionately priced customer services number or they would ring in a weeks time if I didn't contact - and you guessed it - no phone call!

Just wondering how long I let this go on until I go on to the CEO or possibly Ofcom?

whatajoke1

GM43 wrote: »

Someone claiming to be from TalkTalk rang on 28/7 but as they wanted me to confirm personal details

What number did they ring from?

GM43 wrote: »

Just wondering how long I let this go on until I go on to the CEO or possibly Ofcom?

CEOs emails seem to be diverted straight to high level complaints team and not picked up by him.

david39

If someone rings you and asks for personal details it seems quite in order for you to ask them for a portion of your personal details that they hold before you will release anything from your side.

This happened to me with a call from TalkTalk. I said that I did not know whether the caller really was from them and he told me my TT account number and what I had last paid them. I was then willing to confirm my identity.

I have since requested this procedure from two other callers and they have both played along with it.

emweaver

Seeing as talk talk are repling I though I would add experience here

Back 2 mhs ago talk talk offered to include 0845 and 0870 numbers in the antime calls for a extra £3 a month and said I would get 3 months free. I have been billed for these 3 months!

Also Ive been withou connection for 2 weeks and after numerous calls to them am told someone will call me back. Ive had 5 callbacks scheduled and the never ring me! I did get 2 calls the next da but as I wasnt home the wouldnt help me! Apparenl no broadband signal is going down the line from the exchange and talk talk dont know wh or how to fix it but are still charging me for the service!

whatajoke1

emweaver wrote: »

Seeing as talk talk are repling I though I would add experience here

Back 2 mhs ago talk talk offered to include 0845 and 0870 numbers in the antime calls for a extra £3 a month and said I would get 3 months free. I have been billed for these 3 months!

Also Ive been withou connection for 2 weeks and after numerous calls to them am told someone will call me back. Ive had 5 callbacks scheduled and the never ring me! I did get 2 calls the next da but as I wasnt home the wouldnt help me! Apparenl no broadband signal is going down the line from the exchange and talk talk dont know wh or how to fix it but are still charging me for the service!

There is another thread here regarding given talktalk 30 days to sort the problem or else you'll leave wiyhout liability. If thats what you want to do try searching for that thread.

TalkTalk

Hi GM43,

The changes of price for ex-Tiscali customers is part of the acquisition of Tiscali by TalkTalk.

Tiscali no longer exists and as the two customers bases are amalgamated there is a rationalisation of plans, whereby customers will be transfer to an active plan i.e essential or plus. These are offered in a best match manner, in most cases reducing cost or increasing service.

If however the changes mean you get less service or increased costs you do not have to agree to continue with the service. You can by all means seek to cancel and obtain supply from elsewhere.

In regards to outbound contact TT agents will always complete the same data protection checks as inbound contact, to ensure they have the account holder on the line. This is to protect your personal details and ensure no changes are made without account holder consent. You can be all means use a validation technique such as the suggestion by dave above, alternatively any action taken by outbound contact can be completed via inbound contact. As such you are well within your rights to request a number to call back on, to complete whatever tasks are relevant to the call. AS you are initiating the call it give the assurance you are speaking to TT, if there are any concerns re outbound contact.

Whatajke -

In regards to email to the CEO these are read by the CEO personally, before being sent to the CEO;s Office team to e addressed. It would be unfeasible for the CEO to conduct the accounts specific investigations therefore there is a dedicated Team for handling issues sent to the CEO< alongside various other high level issues such as those from legal avenues, ombudsman or regulator, solicitors, press etc.

Regards

Mark