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BT - British Telecom have sabotaged my TalkTalk service

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BT - British Telecom have sabotaged my TalkTalk service

edited 30 November -1 at 1:00AM in Broadband & Internet Access
7 replies 3.5K views
Laprisamata101Laprisamata101 Forumite
2 posts
edited 30 November -1 at 1:00AM in Broadband & Internet Access
I am a TalkTalk customer, originally with Tiscali and with LineOne before that.

On 05/11/10 I noticed that my home phone was dead and that there was no dial tone, and that the internet was not working.

About 30 minutes of waiting, my dial tone returned and I called my mobile phone to test the line.

Imagine my shock when caller ID on my mobile identified my home number as having changed!!

Since then, after numerous calls to TalkTalk tech support, and countless hollow promises of 'it'll be fixed in 24hrs', I am still without my telephone services and broadband, almost three weeks later!!

This is compounded in that the error has cost me a £500 rebate to a web development client for not being able to finish his project by the agreed deadline.

TalkTalk have failed continuously to contact me, after promises of calling me back. I'm fed up with the lies.

Now that my 'alternative' number is no longer working, I can't contact tech support over the phone, but the last excuse I heard was 'it's BT's fault, and their engineers are working on it'

I did make an interesting discovery a couple of days ago, that a neighbouring flat had started a contract with O2 and they had been provisioned a number for their service, which happened to be the exact same number my home number had tranformed into on 05/11.

If this is the case, what happened to my number? This appears to be a huge breach of privacy and the Data Protection Act.

It appears to be British Telecom that deserves blame, but how can I get them to accept responsibility? What complaints procedure should I take? Who do I direct legal action against?

:R:

Replies

  • InactiveInactive Forumite
    14.5K posts
    Your contract is with Talk Talk, it must be them that are ultimately responsible for your line problems.

    I assume that you have Business Contract with Talk Talk, if so you should get a priority service.
  • I have normal home broadband with TalkTalk. As a relatively new startup, I have yet to switch to business broadband.

    Yes, my contract is with TalkTalk. However, that didn't stop a BT Openreach engineer installing a line into a neighbours flat for O2 broadband which then resulted in my problem.

    It's not a coincidence that my home number suddenly changed to the number that my neighbour was supposed to be allocated for his broadband service on 05.11.10!

    Let me quote from the BT Openreach entry at Wikipedia:

    "Field engineers also appear under this division and install and maintain the physical network wiring into end users' premises regardless of which telecoms provider is actually retailing the service to the end-user."

    I see it as a BT error, and their problem!!

    //R
  • kwikbreakskwikbreaks Forumite
    9.2K posts
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    It will certainly be the BT OpenReach engineer who accidentally disconnected your line and connected it to the port set up for your neighbour. I imagine when they found that your neighbours phone wasn't working they disconnected your pair from his port, connected his pair to it and left yours disconnected.

    Regardless of that error being made by an OpenReach employee your only contract is with TalkTalk and it is up to them to get it rectified. I don't doubt that if you look into the small print of your TalkTalk contract there will be no service level agreement and an exclusion for any consequential loss. At best all you'll get is a refund for the period the service is down and maybe an ex-gratia free month. If your income depends on your broadband why on earth are you with a bunch of chancers like TalkTalk?
  • macmanmacman Forumite
    45.2K posts
    Part of the Furniture 10,000 Posts
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    Totally agree with kwikbreaks. No chance on any residential contract of getting compensation for consequential loss. If you were running a business on a residential line you were technically breaching your contract anyway. The best you will get is a credit for the downtime and maybe a small one-off compensation payment.
    As you have no contract with BT, your remedy is via TT, it's then up to them to pursue the matter with BT.
    No free lunch, and no free laptop ;)
  • kwikbreaks wrote: »
    It will certainly be the BT OpenReach engineer who accidentally disconnected your line and connected it to the port set up for your neighbour. I imagine when they found that your neighbours phone wasn't working they disconnected your pair from his port, connected his pair to it and left yours disconnected.

    Regardless of that error being made by an OpenReach employee your only contract is with TalkTalk and it is up to them to get it rectified. I don't doubt that if you look into the small print of your TalkTalk contract there will be no service level agreement and an exclusion for any consequential loss. At best all you'll get is a refund for the period the service is down and maybe an ex-gratia free month. If your income depends on your broadband why on earth are you with a bunch of chancers like TalkTalk?

    That is exactly what I was thinking Kwik,I've seen it loads of times at NTL/VM, & it's usually caused by the installer failing to do a number line check before connecting the drop.

    Part of the problem is the records kept.Say your number is 010101 222 333,you have a E Side (which is the network side) of 11 & a D Side (which is the distrabution side on the the street cabinet) of 22.
    Years ago,your phone had been connected up to D 24 instead of 22 for some reason.The engineer didn't update the provisioning department that he used D 24.So then the next installer comes along to install your neighbours house,doesn't check D 24 which is in use,so pulls the circuit & connects up his line,leaving you with no phone.
    Meanwhile,in the exchange,the exchange engineer has found D-24 is in use with your number so jumpers up the D side to 22,but again doesn't update the systems.

    He then realizes his mistake & corrects it,but because he doesn't have the circuit details for you,he leaves it disconnected instead of having the balls to man up & admit he made a mistake,get the details & fix it.

    The are a few different ways it could happen but the example I've gave above is the most common I've came across.
  • InactiveInactive Forumite
    14.5K posts
    I think that the consensus is as I implied;

    1) You should have a business contract.

    2) Your contract is with Talk Talk and it is they that are responsible for your line etc.

    Anybody that is dependent on their telephone/broadband should really be using a more reliable service provider than Talk Talk.
  • TalkTalkTalkTalk Users Awaiting Email Confirmation, Organisation Representatives - Private Messages may not be monitored
    1.9K posts
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
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    Hi Laprisamata101,

    We compensate for a complete loss of service but would not be able to cover business expenses as we are a residential service. I can not advise on what the underlying cause of the problem was without looking into your fault and would need you to register on the TalkTalk Members Forum to do this.

    If you do require a business product then Opal is our business arm of the company.

    Thanks,

    Andrew
    Official Company Representative
    I am the official company representative of Talk Talk. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to [email protected] This does NOT imply any form of approval of my company or its products by MSE"
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