Talk Talk cut my line off in error who do I speak to?

kimmitten

Anyone with any help for this would be amazing.
here is the story.

Between Thursday night (16th Dec) and Saturday night (18th Dec) my wife was in labour - imagine my pleasure when returning home to find I had no phone line around midnight sat/sun.

it must have been cut sometime after 6am on Friday (17th) morning when I called the taxi to go to the birth centre.

firstly on 16th I called to tell them I was moving home - on 1st Januray 2011 - to a home that would not be using Talk Talk. so I requested the line be stopped on 31st Dec.

I spent the best part of Sunday 19th on the phone to 'customer service'. First I went to the home move people - they said it hadn't been cut off and put me through to technical. After minutes on hold and tests being done they told me that there was nothing wrong with the line, the sound it makes sounds like its been cut off. so they put me back to 'customer service'. After some arguing I got to someone English. Who told me a request was put in on 17th to cut my line but was rejected and the new date for closing the line was 31st Dec. He put me on hold for a while and said he couldn't explain it and he'd put me through to someone more senior - I never got there the line was cut off.

so next time I had any time to call them I went through this all again - being told by 'customer service' that the line had not been cut, my account was active and it was a line fault - being put through to technical to be told the line was fine I'd been cut off by Talk Talk -one guy actually used those words - 'the line has been closed this end' - back I went to 'customer service' who kept denying the line had been cut - one person hung up on me - one person put me through to a customer survey!

I've just recently attempted to sign up to the talk talk forums to try and help me - where it informed me I did not have an account or my account had been de-activated when I entered my Talk Talk acc number. I'm sure if I called 'customer service' I'd be lied to again about having an active account.

I've given up with these fools and would just like any help with who to contact to get compensation for the £20+ I spent on my pay as you go mobile to call them and the money I am going to spend using it over Christmas and the mobile interent I have spent £30 on to be able to use the internet to the new year. My wife and I don't exactly need the stress of this with a 3 day old baby so anyone who can point me in the right direction would be much appreciated.

Heinz

Increasingly typical of Talk Talk I'm afraid.

IMHO, you have absolutely no chance of getting Talk Talk to reconnect your line before 31/12/10 and you should take what has happened as a sign and consider other options for your new home.

spike7451

Heinz wrote: »

Increasingly typical of Talk Talk I'm afraid.

IMHO, you have absolutely no chance of getting Talk Talk to reconnect your line before 31/12/10 and you should take what has happened as a sign and consider other options for your new home.

Afraid Heinz is correct,all the technical work is done by BT Openreach & you have no chance of them doing the work urgently for the simple reason you are not a BT customer.
BT have a tendancy of dragging their heels unless you are one of their customers,this I have many experiences of!:mad:

Browntoa

Openreach are not allowed to show preference to BT Retail so not technically true , they have to deal with ALL suppliers on an equal basis

DVardysShadow

Perhaps this really makes a point about cheapo cheapo comms: "OK, it's the cheapest, but would you really want to trust it if your wife was in labour?"

No doubt the TalkTalk rep will be here soon to suggest signing up to the forums....

Heinz

kimmitten wrote: »

I've just recently attempted to sign up to the talk talk forums to try and help me - where it informed me I did not have an account or my account had been de-activated when I entered my Talk Talk acc number.

DVardysShadow wrote: »

No doubt the TalkTalk rep will be here soon to pointlessly suggest signing up to the forums....

I think you missed a word there DVS.

kimmitten

thanks for this.
i'm not expecting to get the line back, I know I won't.

I've been with Talk Talk for nearly 5 years and I have never had any issues with them before, I switched to them from BT, one because of cost and two because BT had even worse (than this Talk Talk issue) 'customer service' when I had a line issue that took BT nearly 3 months to sort and they tried to get me to pay for it - I didn't when finally they admitted it was their error. But don't worry Talk Talk will not see my custom again.

all I'm after from Talk Talk on this issue is some reasonable compensation for the hassle they have caused us. Is there any e-mail or address for someone at carphone warehouse I can contact.

Heinz

kimmitten wrote: »

Is there any e-mail or address for someone at carphone warehouse I can contact.

Carphone Warehouse Group
Talk Talk CEO
Charles Dunstone
[EMAIL="dunstoc@cpwplc.com"]dunstoc@cpwplc.com[/EMAIL]

spike7451

Browntoa wrote: »

Openreach are not allowed to show preference to BT Retail so not technically true , they have to deal with ALL suppliers on an equal basis

May not be technically true but I have seen this in action when I worked for Sky as well as experiencing it first hand myself.A BT person in faults even admitted to me it'd be fixed quicker if I was a 'normal' BT customer (I was on BT P&C) &,funnily enough,when I switched to BT BBand they suddenly 'dicovered' the fault that I had been trying to get fixed for donkeys!

Engaelic

From Engaelic...We to had problems with Tiscali/TalkTalk. Our phone was off for two weeks prior to Christmas but the Broadband was working. We tried emailing and phoning their Customer Services without success, until we went to this forum and got the CEO's email number, [EMAIL="DidoHarding@talktalkplc.com"]Dido[/email][EMAIL="DidoHarding@talktalkplc.com"]Harding@talktalkplc.com[/EMAIL] and within 2 hours he replied to say he had passed on my complaint and in a few hours Customer Services contacted me by email and on my mobile and then after a couple of days, BT came and fixed the problem on Christmas Eve, which did impress me. So thanks to forum and in the end to BT and TalkTalk for sorting out the problem.

TalkTalk

Hello kimmitten,

Sorry to hear that you had your line cut off before the agreed date. I can see you couldn't register for the forums, this will be due to the fact that your account number isn't in the database as an active account however if you would like to email your details I will be more than happy to investigate this:

ttmfcontactus@talktalkgroup.com

Regards
Stephen