Talk Talk Misery

PhilBah

Hi, It takes something out of the ordinary for me to join a forum in order to attempt to get help.

I had been with Talk Talk Broadband and phone for quite some time and needed a static IP address, I spoke to about 3 representatives via telephone in an attempt to get this and was given the run around, one even told me to go to a Port Forwarding web site and the instructions would be there. Finally a representative told me this was not possible, so I told him I would have to find another provider and could he confirm the cancellation charges. He told me as it was Talk Talks fault there were no charges. He wanted to know who the new provider was and I told him I would ring back and let Talk Talk know, ever since then I have been hounded for the cancellation fee despite speaking and emailing various so called managers in the overseas call centers. They still refuse to contact me back and let me know what is happening. They have just sent me a newyear present of a £10.00 additional charge for cancelling the direct debit.
I just can't believe a company operates this way!!!!!!! To be honest I'm just disgusted and believe me I'd love to say more!!!
How can a company be so disjointed with regards to customer service.

Any ideas on what to do anyone?

Kind Regards

kwikbreaks

If you cancelled while still in your minimum contract term there will be a contractual obligation to pay some sort of cancellation fee. The fact that some idiot in their CS told you differently won't alter that and I doubt you'd have any proof anyway. Inability to provide some service not agreed from the outset is not a valid reason to cancel a contract early without penalty.

What to do?
You can either pay what they ask and move on to another ISP (although you'll need to get a BT phone line activated again)
or
You can decide you didn't really need a fixed IP and stay with TalkTalk after sorting out any payment issues.
or
You can ignore their whining about wanting money and deal with a debt collecting agency instead because all ISPs without exception sell on their bad debts.

vision2009

Try here
http://www.otelo.org.uk/pages/1home.php
Just contacted them myself re Talk Talk numpties.
Now lets see what happens!!!!

suesiq

Don't bother with Otelo - they are toothless tigers. Even when they find in your favour and give Talk Talk their decision, it will be ignored and Otelo cannot enforce this on them. Waste of time, I wish I had just gone through court in the first place and saved myself the time. Even Otelo's own staff say they have now power of enforcement and I would have been better off using the civil court - that says a lot I think !

PhilBah

Thanks kwikbreaks

Thats all well and good but I terminated with Talk Talk based on the gesture the Talk Talk Rep made. There is no going back now. There is absolutely no accountability in these overseas call centers and something needs to be done about it.... Talk Talk have the worst call centers I have ever used. By the way for all those out there with Talk Talk, I'm now with Plus Net. Fantastic !!!! UK based Call center, very helpful even looked after the transfer of the BT line, I did nothing at all. The connection is far superior as Talk Talk was always dropping off. Well done Plus Net, please don't send your call center overseas!

Thanks to all that posted.

kwikbreaks

I have every sympathy and agree that it sucks but felt I had to spell out what I see as being your real position.

IANAL so could well be wrong but in essence I think you've been stitched up and will have no choice but to pay your way out of it because contractually they hold all the aces and in any case the sums involved wouldn't justify the risk of litigation.

TalkTalk CS is well known to be a complete shambles. Unfortunately many are tempted by the low prices.

TalkTalk

Hello PhilBah,

Sorry to hear about the mess around you have had thus far....

Just to confirm a few things, We don't offer a static IP address and so on this you was advised correctly however to be advised that you could leave free of charge whilst still in contract simply because we are unable to give you a static IP is wrong. Anyone wishing to leave for this very reason would be subject to cancellation fees.

Obviously this doesn't help you resolve your issues however i would like to help. Unfortunately MSE don't allow Reps to use the PM function, they also limit us to providing generic advice so i am limited to what i can do for you here however if you email me your details I will happily take a look and see if i can help get this resolved for you:

Name, Address, Date of birth and Phone number

ttmfcontactus@talktalkgroup.com

Regards
Stephen