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Talk Talk Disaster - Please Help
TES1969
Posts: 1 Newbie
in Phones & TV
I've read many threads on here regarding the appalling customer service received by Talk Talk customers and I've read that it would be best to start a new thread to get some advice. So here I go, sorry if it's a bit long winded!
After a call from a salesperson just after Christmas, my husband and I decided to transfer our home phone and broadband to Talk Talk.
Our transfer date was given as the 18th Jan and we were assured that our down time would be less than an hour. On the 18th, we discovered that although we could make outbound calls, we were unable to receive any incoming calls and the number displayed on the receivers phone when we made outbound calls was not ours!
From about 1 p.m. onwards, my husband made numerous calls to try and sort this out. No-one was able to offer any solutions and he was promised several call backs which were never made.
Eventually, at about 8 p.m. he finally spoke to someone who advised that the engineer had crossed our line with someone else in the village and it would take about 48 hours to resolve (so much for down time of less than an hour).
A couple of days later, the phone was finally working correctly so we tried to set up the broadband connection but to no avail. We were advised that we had been sent a faulty router and would need to wait for a new one to be despatched. So still no internet access.
The new router arrived a couple of days later and again we tried to establish the broadband connection. Again, no success - after almost an hour on the phone to the technical department & trying numerous things, we were told that the only way we could get broadband would be to buy a more powerful router. Obviously, we were not happy to do this as our previous router provided free of charge by Orange worked perfectly in the same set up.
We finally decided to cancel the whole service as we were still within the cooling off period and to be frank, thoroughly cheesed off with the poor service and total lack of concern. My husband spoke to the relevant department and was assuered that due to the numerous issues and errors, we would not be charged the connection fee of £29.99.
We are due to transfer back to BT on the 9th February.
Today we received our Talk Talk bill showing a £29.99 connection fee and fees up to the 27th Feb even though they know that our services with them will cease on 9th Feb.
Another phone call and again no satisfactory result. The lady could not confirm either way whether the connection fee would be refunded. There were no records of any of our previous calls so each time, we have to repeat the whole story.
She advised to pay the direct debit next week which includes the connection fee and we should be refunded in March but to be honest, I don't trust them to refund it, particulary as by then we will no longer be Talk Talk customers.
All I want is confirmation that we will not be charged the connection fee and an up to date bill showing all charges to 9th Feb.
Can anyone help with maybe a name or e-mail address where I may be able to get some help.
Thanks for reading
After a call from a salesperson just after Christmas, my husband and I decided to transfer our home phone and broadband to Talk Talk.
Our transfer date was given as the 18th Jan and we were assured that our down time would be less than an hour. On the 18th, we discovered that although we could make outbound calls, we were unable to receive any incoming calls and the number displayed on the receivers phone when we made outbound calls was not ours!
From about 1 p.m. onwards, my husband made numerous calls to try and sort this out. No-one was able to offer any solutions and he was promised several call backs which were never made.
Eventually, at about 8 p.m. he finally spoke to someone who advised that the engineer had crossed our line with someone else in the village and it would take about 48 hours to resolve (so much for down time of less than an hour).
A couple of days later, the phone was finally working correctly so we tried to set up the broadband connection but to no avail. We were advised that we had been sent a faulty router and would need to wait for a new one to be despatched. So still no internet access.
The new router arrived a couple of days later and again we tried to establish the broadband connection. Again, no success - after almost an hour on the phone to the technical department & trying numerous things, we were told that the only way we could get broadband would be to buy a more powerful router. Obviously, we were not happy to do this as our previous router provided free of charge by Orange worked perfectly in the same set up.
We finally decided to cancel the whole service as we were still within the cooling off period and to be frank, thoroughly cheesed off with the poor service and total lack of concern. My husband spoke to the relevant department and was assuered that due to the numerous issues and errors, we would not be charged the connection fee of £29.99.
We are due to transfer back to BT on the 9th February.
Today we received our Talk Talk bill showing a £29.99 connection fee and fees up to the 27th Feb even though they know that our services with them will cease on 9th Feb.
Another phone call and again no satisfactory result. The lady could not confirm either way whether the connection fee would be refunded. There were no records of any of our previous calls so each time, we have to repeat the whole story.
She advised to pay the direct debit next week which includes the connection fee and we should be refunded in March but to be honest, I don't trust them to refund it, particulary as by then we will no longer be Talk Talk customers.
All I want is confirmation that we will not be charged the connection fee and an up to date bill showing all charges to 9th Feb.
Can anyone help with maybe a name or e-mail address where I may be able to get some help.
Thanks for reading
0
Comments
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= TalkTalk staff tell liesWe were advised that we had been sent a faulty router
= TalkTalk staff tell lieswe were told that the only way we could get broadband would be to buy a more powerful router
= TalkTalk staff tell liesassuered that due to the numerous issues and errors, we would not be charged the connection fee of £29.99.
= TalkTalk staff tell lieshere were no records of any of our previous calls
= don't trust them - they have the ability to adjust the bill straight awayShe advised to pay the direct debit next week which includes the connection fee and we should be refunded in March but to be honest, I don't trust them to refund it, particulary as by then we will no longer be Talk Talk customers.0 -
Talk Talk are 'notorious' for charging line rental in advance and then expecting the customer to contacct them to reclaim overpayments:
http://www.bbc.co.uk/news/business-11605560
In terms of the rest of your problem I'd suggest making a formal complaint:
http://help.talktalk.co.uk/app/answers/detail/a_id/2022/kw/complaints/r_id/113152
or if you did want an email address you could try:
Dido Harding CEO Talk Talk [EMAIL="dido.harding@talktalkgroup.com"]dido.harding@talktalkgroup.com[/EMAIL]
Charles Dunstone Chairman Talk Talk dunstonec@cpw.co.
uk
I know in the past I've emailed Charles Dunstone regarding issues with CPW group companies and had a swift response from a higher level customer services agent, don't know how it works now that Talk Talk have split from CPW however.0 -
Helllo TES1969,
Sorry to hear that we didn't give the level of service you expected from us. Despite popular opinion we dont all lie and i would be more than happy to help resolve this issue.
Without looking at your account its difficult for me to comment on the connection fee however the issue with getting a bill upto the end of feb is correct.
Basically we charge in advance and although you told us your leaving on the 9th we wont actually stop billing you until the line is disconnected from us. What will happen is that once the line is disconnected the account will close and a final bill will be produced, the fact that your leaving on the 9th but paid upto the 27th will mean that your final bill should be in credit which can be sent back to you in the form of a back payment or chq.
If you want to send me your details i will happily help.
Email: ttmfcontactus@talktalkgroup.com
I need the following info:- Name
- Address
- Phone Number
- Date of Birth
- link to this thread
Regards
Stephen“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 forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Theres confidence for you - "we dont all lie"
I have often been phoned up by TalkTalk especially after checking prices on website etc, and everytime I just say "my daughter was so messed around by you I would never take your service" they soon get cracking:j
Better to light a candle than to curse the darkness. :beer:0 -
TalkTalk_Company_Representative wrote: »Despite popular opinion we dont all lie
I can't believe you posted that, so you admit on a public forum that 'Some' of your staff do lie?0 -
You don't all lies? Good news! What percentage of you tell the truth?TalkTalk_Company_Representative wrote: »Despite popular opinion we dont all lie and i would be more than happy to help resolve this issue.
...
What will happen is that once the line is disconnected the account will close and a final bill will be produced, the fact that your leaving on the 9th but paid upto the 27th will mean that your final bill should be in credit which can be sent back to you in the form of a back payment or chq.
Perhaps TT should refund everything to the customer in this case?Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Perhaps the way forward is always to ask TT reps (on here or on the phone) whether they are one of the ones who lie or one of the ones who tell the truth.Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0
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Hi all,
Its impossible for me to confirm what any, never mind all of my colleagues do or don't do. From what many of you have advised on this forum its clear that some telephony support agents are not giving the correct information to some customers "that much is clear".
I have no interest in telling porkies nor do i have anything to gain from doing so. When asked i will always give an honest answer or hold our hands up if we have done something wrong...
I find it troubling to accept that anyone would knowingly lie to a customer however i am not going to sit here and argue that it has/does not happened for the simple fact i have no way of proving otherwise.
We don't post on this site to give "lip service" or spin the PR machine, We simply want to help our customers who have not had the support they should have had previously...
Stephen“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 forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
That raises more questions than it resolves, http://en.wikipedia.org/wiki/Liar_paradox.Perhaps the way forward is always to ask TT reps (on here or on the phone) whether they are one of the ones who lie or one of the ones who tell the truth.Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
DVardysShadow wrote: »That raises more questions than it resolves, http://en.wikipedia.org/wiki/Liar_paradox.
That it may however it doesn't change the reason why i am here and what i am trying to do in terms of bringing a resolution to any customers who have been failed in the past
“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 forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
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