Help - I'm being driven mad by Talk Talk!!

Madmonk

I've had another call from TT they have heard from BT - their is no problem with my line! The problem was caused by an incorrect filter! Rubbish!! Rubbish!!Rubbish!! My line which is suppose to be fine is still crackly even without a filter? TT will not deal with the problem of my non-existent broadband until the problem with the line is sorted! So I now have to wait until between 1-3 tomorrow to find out what is to happen next!! All I want is a home phone that is clear and broadband that works !! Is that really too much to ask for!

MM

Madmonk

Finally after umpteen phone calls, purchase of a new phone (which I didn't need!), purchase of a new adsl filter (which I didn't need!) and 4 visits from BT engineers my phone line is clear and I can get on-line. I never want to have to talk to Talktalk's Indian call centre again, so I'm on the lookout for an internet + phone package with a British based call centre if anyone can suggest one PLEASE!!!

MM

Mark_In_Hampshire

IDNET have a good reputation.

Plusnet are much cheaper and have a more variable reputation.

Both UK based.

System

Madmonk wrote: »

Finally after umpteen phone calls, purchase of a new phone (which I didn't need!), purchase of a new adsl filter (which I didn't need!) and 4 visits from BT engineers my phone line is clear and I can get on-line. I never want to have to talk to Talktalk's Indian call centre again, so I'm on the lookout for an internet + phone package with a British based call centre if anyone can suggest one PLEASE!!!

MM

Just a word of caution for you...

With all those visits from BT Openreach engineers, and the fact that on some visits they have stated that there was no fault on the line, be aware that BT Openreach may submit a bill via TalkTalk for the engineer visit(s)
(Openreach engineers are charged at a flat rate of £99)
The charges will suddenly appear on your normal TalkTalk bill (online) and can take a couple of months to appear. So, if this happens, be prepared for a battle to recover the charge :eek:
So, keep any record of communication which shows that in the end they did find a fault on the line, then you should get a refund if this does happen to you.

Madmonk

Thanks for the info BAA1, I will keep an eye on my bills,

MM

jizadine

Hi Madmonk,

Good to see your issue has been fixed. Did you find out what the problem was in the end... Was it something that Openreach fixed or was it a fault with TT equipment?

J

Madmonk

Hi J, Open reach took 4 visits to discover it was a fault on their line - at first they tried to say it was my fault - supposedly I was using a faulty filter! I don't think so, since the noise was on the line with or without the filter! But they eventually tracked it down, about 500 meters from my junction box!

MM

asbokid

Madmonk wrote: »

Hi jizadine,

I've just tried to join the Talktalk forum but they are saying they don't recognise my talktalk account no & telephone number!

Same problem as us.. Our TT account number is only 8 digits, yet the online login form for the TT members' forum is demanding 10 digits. I tried prefixing the account number with "00", but to no avail.

The login form for online billing is also not accessible. That form demands a "User Key" which remains a mystery. I've checked all the TalkTalk paperwork and a User Key isn't mentioned anywhere.

I think a lot of TT's problems stem from poor incorporation of customers from Tiscali and F2S whose CRM records, including incompatible account numbers, are still held on legacy systems.

Because of the Service Level Agreement that F2S customers previously enjoyed w.r.t. download limits, those customers were automatically migrated to a TalkTalk Business broadband account. The business account being the closest comparable TT service, in terms of price and service, to their old F2S broadband account. And that's where I figure our problems lie.

As for TT's service.. on a technical level, the performance of TT's LLU service has so far been excellent. No regrets there and a great improvement on services reliant on BT's IPStream product.

Have you tried using the BT line test facility? Dial 17070 and choose "quiet line test". Listen for line noise.

As a last resort, BT engineers can offer to swap you to a "spare pair", if there is a spare in your neighbourhood. They have even been known to swap one customer's pair with someone else's to get rid of a complainant ;-)