TalkTalk feedback needed; good and bad

tinytot143

I am spoke to my own man at talk talk and they have told me that I will be up and running again 12th Dec 2006. I have been given a credit for the messing around now.

Hope it gives everyone else hope

Tracey

Will let you know more later in the week

Nightdrive

And I'm not talking about installation delays. They were to be expected.
I've had the service up and 'running' for 2 months now.
The problem is that their network appears to be swamped. For example, at 7am this morning I had blisteringly fast downloads, everything running well. By 8:10am, the only website I could access was google. I'm currently typing this by opening a VPN tunnel to my work PC, and using Remote Desktop, since my home network will not access any web pages.
TalkTalk are my 3rd service provider, I'm an ex-network support technician (now a software developer), and I've set up more broadband routers than I care to mention, yet their tech support staff had no ideas beyond reading off a script, and ended up being rude.
Emails to the Charles Dunstone email address resulted in stock answers too.

I am currently awaiting a migration code.

I'm hoping Sky Broadband roll out to my area soon!

p.s. instead of the 10p/min 0871 226 7146, I was at least told to redial 0870 444 1820 which I was told was free.

:mad:

Iffy_Wallet

http://observer.guardian.co.uk/cash/story/0,,1973619,00.html

The Observer's 'Cash' section launches a 'Why Are We Waiting campaign', "to put pressure on companies such as Talk Talk that promote a service, only to consistently fail to deliver it to customers."

Thought that might be of interest to some?

doberryfirkin

Thanks to all for the helpful tips on this forum. i was on the verge of migrating from BT to Talk talk but am now having second thoughts. I just cannot risk being 'disconnected' for a few hours each week or the poor service. Pity, I really could have done with the good value edal TT seemed to offer over the BT.

abbecer

We signed up to Talk Talk and were really pleased to sign over quickly. Things were fine for a while then the problems started!!! Big style!! We had no internet for a week and a half which has caused problems with banking etc, and also ordering xmas presents online. After masses of phone calls we got sorted out. Then two days later our landline stopped working and still is NOT working nearly 3 weeks later. We keep getting fobbed off and they admit they don't know what the problem is and have passed the fault to BT. I'm so angry as i run a small business from home and some customers have been trying to get in touch with me, plus my mobile bill will be extortionate. They don't really seem to care about the inconvenience this is causing. We have said we are cancelling but the cancellations dept always seems to be busy or closed. I am livid and so frustrated.

STAY AWAY DO NOT SIGN UP WITH TALK TALK!!!!!

Rebecca

Heinz

I just hope they don't get their hands on Tiscali too!

bbb_uk

Heinz wrote:

I just hope they don't get their hands on Tiscali too!

That'll be next. They already have AOL.

The thing is by the time competition authorities realise it'll be too late and he'll own most of his main competitors.

BlueWoo

Advice on compensation levels from Talk Talk - signed up and got phone line August 06?, go live 22 Sept, sent letter with code etc, hooked up guess what wrong go live date. Eventually got on a few days later, BB worked ok for a bit, then guess what llu upgrade, bad move. Problems with no phone line for a few days, then no broadband, then got phone back, still no bb; then got them both back for a week. Mid November, no bb, numerous calls to T/Talk South Africa, Warrington, Mumbai, I used the customer service number - ha! Promised would get b/b etc, phone calls back from managers, engineers etc. Never received a call. I'm sure that the engineers do work over the weekend in the exchanges as each Monday things go wrong! Used work internet and found details for Steve Rescorla and his PA Gareth Roberts, sent email, fell off my chair when I had an email back within ½hr, and within the next ½hr I had a phone call from High Level Complaints Customer Liasion Team - who were understanding, clear, open and started the ball rolling on fixing my problems. I was sent a new modem, advised that engineer would call to make appointment, no call, my phone line went dead, then resurected after calls from mobile. Engineer sorted problem out in exchange.
Fingers crossed I now have a phone line, and broadband.

I have been offered £40 credit and £5 off my bill for the next 6 months, no charge for the modems.

Is this enough after all the hours of phone calls made and frustration and upset caused?

T/Talk will be on trial to see how things go, any further problems and I'll be off.

patwa_2

I think that if you've gotten to speak to someone who is now actively helping you, and you have their details, and if the £40 is less than the amount you've been set back by the inconvenience (additional mobile costs to 0870 numbers, use of GPRS instead of your broadband to access the net, etc) then it is reasonable to ask for more in compensation. Clearly, from what you're saying, there has been cross-communication at multiple levels. It would appear that several times your phone line has been fixed only to be 'broken' again, to put it crudely. I don't think it is much to ask TT to either pay what they are due or face your trying to get the entire contract cancelled on the grounds of not being provided with a service for which you are being billed, plus all the hassle and obvious imcompetence you've faced.

Hussein.

tinytot143

I am now up and running and have been since 12th dec. Steve Long in customer complaints was brilliant and sorted everything out for us and we also got a credit onto the account too

Couldn't ask for more really

Tracey