Complaining to Tiscali/Talk Talk?

MrGT

Just looking for a bit of help with this.

Last couple of weeks I've had a issue with my ADSL Broadband connection, where it'll connect to the internet for a few minutes and then disconnect. I work in IT and have to handle out of hours problems, so I depend on my internet connection for work. So naturally I thought I'ld report the problem to Talk Talk to see if they could fix it.

It took me over two hours and I was cut off several times, to raise the fault call with them. I stated that my broadband connection kept on dropping out and if they could have a look and I got the usual check sheet response where they wanted to check all my settings out. Now working in IT already I had guessed the sorts of things that they were asking for and although I had been cut off several times and had to spend about half an hour trying to explain to the call centre person that I didn't have an issue with my wireless router (as I have several machines around the house which connect to it, and I was connected to it using a cable for reporting the fault and still had the disconnects and oddly enough I know my job well enough to discount the router as the cause).

So I expected it would be a few days to diagnose the fault and fix it. It took them nearly two weeks and every single time I called for an update I was given a different answer to what was causing the problem. The few times they called to contact me, they called the wrong number and left me a barely understandable voicemail and for some reason they still seem to think I have a wireless router issue! And to top it all off I had some sales guy phone me up to say that due to the buy out they want to change my package to bring it in line with Talk Talk.

Naturally, I'm not very happy and wanted to complain but I've been unable to raise a complaint via them as they refuse to put me through to the complaints department and if I wanted to complain I had to do it to the call centre worker who wouldn't give me a referance number for the complaint!

I've managed to dig out a postal number off their website..

Customer Management Team
TalkTalk Customer Services
PO Box 15322
Birmingham
B46 9BU

.. but I have a horrible feeling that this is going to be something that's going to disapear into a black hole. So I have some questions...

1.) Has anybody complained to Talk Talk before?
2.) What is the best way to word a complaints letter? I'm naturally not very happy as it caused problems when I had to use my connection for work (plus paying for a service I wasn't getting) but I don't want to get too 'emotional' when writing the letter

cheers

TalkTalk

Hi MrGT,

There are full details on the TalkTalk website regarding the complaints proccess. Once you go to the TalkTalk website there should be a link at the bottom of the screen for the code of practice, if you click on this it will provide various details of the complaints process.

Regards

Nathan

home_alone

I just said to them give me my MAC code please, got it 6 hrs later and I was off.

anti_talk_talk_2

call Headoffice on 0203 417 1000 or 0203 417 1614 this number is hard to get good luck

Last couple of weeks I've had a issue with my ADSL Broadband connection, where it'll connect to the internet for a few minutes and then disconnect. I work in IT and have to handle out of hours problems, so I depend on my internet connection for work. So naturally I thought I'ld report the problem to Talk Talk to see if they could fix it.

It took me over two hours and I was cut off several times, to raise the fault call with them. I stated that my broadband connection kept on dropping out and if they could have a look and I got the usual check sheet response where they wanted to check all my settings out. Now working in IT already I had guessed the sorts of things that they were asking for and although I had been cut off several times and had to spend about half an hour trying to explain to the call centre person that I didn't have an issue with my wireless router (as I have several machines around the house which connect to it, and I was connected to it using a cable for reporting the fault and still had the disconnects and oddly enough I know my job well enough to discount the router as the cause).

So I expected it would be a few days to diagnose the fault and fix it. It took them nearly two weeks and every single time I called for an update I was given a different answer to what was causing the problem. The few times they called to contact me, they called the wrong number and left me a barely understandable voicemail and for some reason they still seem to think I have a wireless router issue! And to top it all off I had some sales guy phone me up to say that due to the buy out they want to change my package to bring it in line with Talk Talk.

Naturally, I'm not very happy and wanted to complain but I've been unable to raise a complaint via them as they refuse to put me through to the complaints department and if I wanted to complain I had to do it to the call centre worker who wouldn't give me a referance number for the complaint!

I've managed to dig out a postal number off their website..

Customer Management Team
TalkTalk Customer Services
PO Box 15322
Birmingham
B46 9BU

.. but I have a horrible feeling that this is going to be something that's going to disapear into a black hole. So I have some questions...

1.) Has anybody complained to Talk Talk before?
2.) What is the best way to word a complaints letter? I'm naturally not very happy as it caused problems when I had to use my connection for work (plus paying for a service I wasn't getting) but I don't want to get too 'emotional' when writing the letter

cheers[/QUOTE]

anti_talk_talk_2

here you go guys this is the number that noone can get U.K head office 0203 417 1000 main switch board or 0203 417 1539 linda cunningham head of customer services good luck guys have fun: