MSE News: Talk Talk worst for phone and broadband complaints

Paul_Varjak

Anyone wanting to read the full OFCOM report, can do so here...

http://stakeholders.ofcom.org.uk/binaries/research/telecoms-research/complaints/oct-2010-feb-2011.pdf

tennismenace

My mum's line went dead on her 90th birthday and despite many calls by myself to call centres in India, etc. they insisted that there was a fault due to migration from my mum's original supplier, Pipex to Talk Talk. After over 1 month of broken promises, I switched her to Utility Warehouse. After 6 months of unanswered calls and letters, and having sent letters to the CEO of TalkTalk, I was eventually contacted by a lady who works out of a "secret" office in Ireland and managed to get my mum £200 in compensation.

The lady's contact details are :

(Removed by Forum Team)
Talk Talk Complaints Management Team
CEO Office,
c/o Member Services PO Box 387
Southampton
SO30 9AL


Email: (Removed by Forum Team)

She isn't based in Southampton but they are supposed to scan and send post to her which didn't happen in my case!

amalum

I've only been with TalkTalk since the end of February and so far (touch wood!), I've been pleased with them. On the date I was going 'live', I noticed an advert for telephone and broadband at half the price I was due to pay. I rang them and said that I was going to cancel the contract and reapply for the lower rate, I was told by the first chap I spoke to that I couldn't as I was under contract, so I reminded him I had 30 days in which to cancel. He then transferred me to another, higher ranked bloke, who said that he would give me the lower rate to save all the hassle of cancelling!

sashpi

I will be moving from TT when my contract ends - not sure who to yet, but still moving to someone else.
Happy enough with the bb, once they actually got it working properly - took about 3mths
Sick of foreign call centres who cannot be understood and provide very little help, also sick of sales calls from India, last one proceeded to sign me up for another 18mths contract even though I said NO at least 4 times. Took me 45mins in total trying to get through to someone to cancel it - was cut off twice and had to phone 3 times. Only I received the letter saying thanks for signing up for a new contract I would have been none the wiser, letter said I have 10days from the date on the letter to cancel, which funnily enough ther was only 3 days left!!!!! Is this not illegal???? signing someone up without consent!!!
On average have at least one fault per year - last one about 2mths ago and lasted from the entire weekend - no phone or BB - not happy
I am prepared to pay a bit more for better service and to be able to speak to people who speak english properly!!!

i8change

Originally posted by sashpi
also sick of sales calls from India, last one proceeded to sign me up for another 18mths contract even though I said NO at least 4 times. Took me 45mins in total trying to get through to someone to cancel it - was cut off twice and had to phone 3 times. Only I received the letter saying thanks for signing up for a new contract I would have been none the wiser, letter said I have 10days from the date on the letter to cancel, which funnily enough ther was only 3 days left!!!!! Is this not illegal???? signing someone up without consent!!!

Talk Talk/Tiscali customers should always set their "Marketing Preferences" to "No Contact" for both Talk Talk and Third Parties via their online account.

Even this will not stop them calling but it does limit these calls (I only got one call and I had just left them!) and their ability to con/tie people into a new contract. :mad:

I had a decent service from them and no faults but still moved to BT & BE broadband because of things like this.

self_portrait_with_monkey

I don't usually sign up to forums but am having SO much trouble with Talk Talk owing me ££ that I had to get my 2ps worth!

I moved house back in October, and paid the £50 charge (which also automatically puts my 18 month contract back to the start) for the pleasure of this. Unfortunately I also got locked out of my online banking account, so it took me a good 3 months or so to realise that I was being billed twice every month, once for the old address and once for the new address. To this day I am STILL trying to chase this money, have used the complaint letter template on this forum, called the help lines (once which just resulted in my broadband being totally cut off, and have been cut off about 3 more times!) Although I am no longer being billed for both addressses, I still haven't had this money refunded.

I've just used the email address that was posted earlier in this thread to try and reach them at source, so fingers crossed this might be more successful. In total I think I am owed just under £100, although I am also hoping to get the £50 house move fee refunded. I live in hope anyway!

Lizk

My disabled husband was pursuaded to transfer to TT for broadband and calls when a cold caller came to the door promising faster speeds, cheaper lines, better service etc. We were told if we weren't happy, we could switch back within 30 days at no cost.

To cut a very long story short, we had no service at all and whenever we tried to contact them, they blamed our equipment, distance from the telephone exchange, in fact everything but their service. They kept fobbing us off but we eventually gave notice that we wanted to switch back within the 30 day period and they ignored us. In fact, they ignored us for months until we found another supplier and left anyway. They then tried to continue to bill us, threatening court action and baillifs etc. despite verbally accepting that we had given notice within the due time etc.

Eventually we complained to Otello and again they lied saying we hadn't given notice or contacted them with complaints despite us being able to produce written confirmation from them of one of our complaints! Otello found partly in our favour (believing TT that we'd not contacted TT in time for the 30 day cancellation) and the verdict was to withdraw all claims for payment. They're still trying to bill us now, six months after the Otello ruling.

Incidentally, the stress caused by all this led to my husband being hospitalised with heart failure several times last year and I am sure contributed to his death four months ago. They are nothing but a bunch of crooks.

mulligan

They ripped me off.

After being with them about 5 mostly Ok years, one day my broadband went nuts. There followed a long period of phone calls & tests. Finally they told me an engineer would have to visit me. (They said there'd be no charge for this if the fault was at their end.)

He did tests & discovered someone at Talktalk had interfered with my 'profile' (whatever that is.) He said there was no charge to me.

But, when the bill came, a fee was on it. I challenged this. The supervisor I spoke to agreed the fault was not at my end, but would only give back half the charge. Fed up with hassling, I accepted.

wisemanwilson_2

I had the worst time with them back in 2004. They were the worst company to deal with. The troubles start when you want to cancel. It took me months, they applied I hadn't paid, the payment hadn't gone through, I renewed the contract etc. They are so full of :mad:. I will NEVER use them again...EVER!

alone103

http://www.!!!!!!/ When I had issues with TT, I found the CEo's email address on this website and emailed him directly and had a response in less than 2 hours