Talk Talk Disconnected Phoneline Without Warning - Complaints Advice Needed Please!

JohnSmith992001

Dear All,

This is my first post on the forums so please be gentle if I get anything wrong! Your help would be greatly appreciated.

Summary:
Yesterday my elderly mother's phone line was disconnected by Talk Talk without warning and customer services refuse to do anything about it. She has lost the phone number she has had for more than 20 years.

I am seeking advice on how to proceed with formal complaints/restoration? Or should I put this down to experience and help her sign on with a new provider asap? Could a new provider give her her old number back?

Details:
Until yesterday my elderly mother had her landline with Talk Talk and I paid for her broadband on the same line with O2.

last Friday (8th April) I received notification from O2 that a stop request had been logged on the landline. On investigation I established that Talk Talk had logged this stop request for no reason and with no notification to my mother. Talk Talk customer services apologised and said this may have been due to a mix up over a sales call to my mother more than 3 months earlier (my mother initially agreed to, and then cancelled, a phone/broadband package). They told me that the stop request had been cancelled.

Yesterday (13th April) I received a further text from O2 to say the landline was about to be cancelled. By the time I got this my mother's line was already disconnected. Again at no point was my mother notified of this stop request by Talk Talk and her bills are fully paid up.

My mother made a long call to Talk Talk customer services who say they do not know why the line was disconnected, they have no record of any previous conversations and there is nothing they can do except give my mother a new phone/broadband package with a different number - which she does not want.

Meanwhile my mother has no phone line and has lost the phone number she has had for the last 20+years - which will cause her huge inconvenience.

Ideally I would like to get a full resolution of this but I don't want to waste a huge amount of effort venting spleen for no reward.

Can anybody advise on the most effective way to pursue my complaint and if I am likely to get a positive resolution?

Or am I better off putting this down to experience and move on by helping my mother pick a new landline provider? And if so is there any chance a new provider could give my mother her old number back?

Any help very gratefully received.

Thank you in advance!

Ypaymore

The best place to get a quick response from them is to post on http://www.talktalkmembers.com/forums/

where there complaints procedure is also laid out. http://www.talktalkmembers.com/forums/showthread.php?t=57286

JohnSmith992001

Thank you very much for your quick reply Ypaymore.

I will follow those links and get complaining!