Talk Talk; i know, them again

Jonboy74

Hi folks,
I live in rural County Fermanagh and, as an existing TT customer i decided to opt for the "£6.99 p/m" broadband on behalf of my elderly mother. Imagine my shock when i was informed, due to my geographical location that i would have to stump up an extra £15 p/m! £21.99 just for broadband (line rental and essentials plan an extra £14.44 p/m). I also had to pay a "connection fee" even though i have been with TT since 2004! Imagine my shock when i received a bill for £108.34 (£41.03 was for calls). I immediatly contacted customer services to revert back to my original TT plan; evenings and weekends.

I was informed that this was ok as it was within the 10 day cooling off period. Then, 2 days later, i received a wireless modem! I phoned customer services back and was informed that i was still on TT essentials broadband and would have to cancel, very poor service. I then re-cancelled (excuse the slang) and noted the call log number from each operative and asked for a recall envelope for modem. I then procedded to email for a refund for charges incurred and not used.

The refund i requested was for broadband usage not used (£3.95), future broadand use (£15) and the connection fee as i had cancelled within the 10 cooling off period, even though they state "30 day broadband trial". All i have received is a piffling £14.01. What are my rights here, fine people?

macman

The £15 surcharge for connection on a TT non-LLU exchange is clearly stated on the website. If you use the number checker it will tell you the price you will pay.
TT's only advantage is it's cheapness (it certainly ain't cheerful), so if you can't get it LLU at the cheap Essentials rate then there is no point in using it as your ISP.

Jonboy74

Tanks Macman, i'm not disputing the £15 p/m, i'm disputing the fact that they promised to refund all charges as part of ther "no quibble" 30 day trial! Thanks for input, anyway. I will keep on hassling TT!

macman

I'm not sure what their 'refund ' offer entails, but I'd be most surprised if it included the connection fee.
TT billing is a mystery wrapped in an enigma...

DVardysShadow

macman wrote: »

I'm not sure what their 'refund ' offer entails, but I'd be most surprised if it included the connection fee.
TT billing is a mystery wrapped in an enigma...

To refuse to refund the connection fee is a quibble. So much for a no quibble guarantee.

As I read Jonboy's post, the increased charges were only discovered after the deal was done - Jonboy can you confirm? If this is the case, then TT must either provide the deal originally agreed or refund in full.

Lirin

Jonboy, they look as if they're thinking of pulling out of NI- we signed up for 8mb download, and receive less than 1.5, and they've told us we live too far from the exchange for them to provide us with 8....but they could, for an extra fee... I've heard several stories about them lately from people I work with.
This is after they said they tested the line, and we were fine.
Nearest exchange they use to us is 12 miles away.
Currently getting a migration code, will possibly go with BT as they seem decent enough over here.

Jonboy74

DVardysShadow,
Thanks for reply, originally recieved an flyer, to my mothers address, stating £6.99 p/m. Subsequently discovered another flyer (amonst old newspapers), also addressed to my morther, which post dates this and qoutes "£21.99 p/m; £6.99 plus £15.00".
The thing that is bugging me (apart from connection fee refund) is the cheek of refundind only £14.01 even though she was billed for; £3.85+vat current usage and £15.00+vat future usage, even though it was never used. In total so far, phoned 3 times, emailed 5 times and posted twice on TT forum. Each time patronised; "Please accept our apologies.." etc.

Lirin,
If i ever get this mess sorted, think i will migrate to BT. Saying that, TT have probably assumed that my mother is a new customer and try to charge a disconnection fee!!

I will battle on.

P.s.

Thanks for input folks, this forum is the best ;-)

Heather25

They're charging me £120 cancellation fee even when I asked to transfer the contract to my new address. The only way to avoid the fee is to get the new occupants to sign up. What's the likelihood of that when they offer 50% off to new cusotmers. They are penalising their existing customers. I won't be opening a contract with Talktalk at the new address no matter what deal is on the table.

TalkTalk

HI All,

For issues which require account access we cannot offer this support via MSE, as we have no private message facility available to company reps.

If you however join the TalkTalk members forums we can investigate into these issues and apply any credit s or refund due.

Regards

Mark

apple111

Hi Op,

I am a TalkTalk representative that appears in these forums to try and dispel the rumours that my employer is the most atrocious appalling company in the history of business.

What I will do, is act as if I care, and can do something about it, and try and persuade you to NOT post here anymore, but instead move over to Talk Talk's own online forum where you can be nicely ignored and harassed, much the same as whn you call our South African call centres.

And hopefully if we move your whinging over to oiur own forums, no unsuspecting mugs will think twice before signing up for our rubbish service and we can continue to bleed the public dry by promising the world and having a charging structure where each price is 0.00001p below BTs.

Talk Talk representative