MSE News: Ofcom finds TalkTalk guilty of mis-selling

Sir_Alan

Since TalkTalk took over Tiscali, the service has deteriorated in inverse proportion to the increases in price. Everything practically comes to a stop between 21:00 and midnight. They justified the first price increase by saying it was for upgrading the speed (Tiscali had actually done this at no extra cost over a year earlier) and for providing free evening and weekend calls (which I already got with Tiscali). Oh, and to bring all their customers on to the same charging structure. All BS.

The biggest problem with switching to another broadband service (I already have Virgin cable in the house) is losing my old Lineone email address, which I use for almost everything. I do however have a private domain, so i am gradually switching to an email address on this, which will make me supplier-independent.

(And in case you are wondering why I didn't go for Virgin's broadband originally, I did try to: I had NTL - as it then was - put in some years ago when they cabled up the area, but went elsewhere for the broadband when, after some months' wait, NTL showed no sign of ever supplying the service.)

Jesthar

pixwix wrote: »

They took over my old isp and I left, having previous bad (actually, shocking) experience of TalkTalk. I've had a new isp for 4 months now, and despite 2 separate written admissions from TalkTalk that I no longer have a contract with them and owe then nothing, the red letters STILL roll in on a regular basis.

iansp wrote: »

Same experience as me. I had them for my phone line a few years ago, and they billed me for months after i left. I spent hours on the phone.
(Can I claim compo for that? )

Similar experience here, my small, top notch ISP was taken over by them in the not too distant past As I expected, connection speed dropped dramatically, and cut out completely more than once, so I lined up a switch.

Naturally I expected trouble with that, too, and I wasn't wrong. It took them more than the legally required time AND chasing for them to provide me with a MAC code, and three months after I left them they were still taking the Direct Debit.

So I simply cut out the middleman and cancelled the DD via my internet banking. Sure enough, around the time of the next payment date I received a 'You've cancelled your direct debit - please call us to provide new details so you can continue to receive our fantastic service!' letter.

Well, *I* enjoyed the resulting phonecall, anyway

~Jes

varndeanian

To date we've been extremely lucky with our Tiscali/Talk Talk service, with only a few brushes with the call centres. We also benefit from being near to the BT exchange - so get excellent broadband speeds.

:mad: However I am having a nightmare dealing with a complaint for a 98 year old friend. After years of paying over the odds, due to making daytime calls when on an Evening and Weekend tariff, he asked to be transferred to Talk Talk UK Anytime.

Surprise, surprise! Not only did he got put on a broadband contract he didn't need but we have failed to get it cancelled, despite numerous phone calls, recorded delivery letters (the first within hours of his letter about the new contract) and dealings with Talk Talk complaints department. TT have said they cannot remove the broadband for technical reasons and have only offered a refund for the remainder of an 18 month contract to cover the difference in price between the tariffs. They also said that if the broadband tags were taken off our friend would lose his landline for a period. We couldn't risk this happening with someone of his age living alone. At the end of the contract they said they expect him to pay the broadband price. When they were told that we planned on making a complaint to the Ombudsman they belatedly offered £75.00 compensation

Otelo, now OSC, have replied to the complaint made to them indicating that they are broadly satisfied with Talk Talk's response. This is despite me telling them that BT have indicated that the broadband tags were actually removed from the line on the very day TT say they were put on!! I was amazed to receive such a bland response from Otelo last week when they would already be aware of the Ofcom announcement.

Anne2001

I phoned what was Tiscali back in Feb this year to get a router- my contract was still valid another 6 months at this time as a Tiscali customer- I agreeded to take out a new contract that seemed better with more add ons -this contract has never been activated since Feb this year, complaint after complaint and phone calls have left me totally frustrated and still no phone package as promised, I have been over charged for my calls that should be included and also for a Norton package that I never agreeded to or was asked about, I have spoken to Manilla, South Africa and London offices also someone who said they were in Norfolk. Talktalk have promised to sort out my on line account and phone package since Feb and now in June on receiving my new bill I still am in the same state- I have never come across such a company apart from one energy supplier.
Speaking to a London office they offered me yet again another contract on the 24th May, I told them I have one they have not yet honoured!!! I dont want another contract that does not work! they never email or send a paper contract in the post. I have had enough and will cancel I told them this was the last call and email, they are hopeless and I am going to complain to Offcom about it all.
Talktalk- well that is all you do and your contracts are worthless!:mad::mad:

georgiebest7

Funnily enough, I was much happier when I was with Tiscali rather than after TalkTalk took over.

Tiscali were dirt cheap and for that price, I didn't mind putting up with the bad service. On the plus side, they had unlimited downloads, so while it was difficult trying to stream videos, I just used to download whatever I wanted. Sure it took twice as long but for £15 a month for line rental & broadband, who was I to complain?

Then after TalkTalk took over, my monthly rental went up a fiver and they capped my usage to 40GB (still pretty decent but high regardless). Of course the service didn't change and then I got a letter saying all Tiscali customers would be switched onto new 18 month contracts, which is when I jumped ship to Plusnet.

Best decision ever.

jimmyboy1980

Hi - In a nutshell . . .
Had existing contract with Tiscali for 4 + years, talktalk took over and took a payment from my bank earlier than normal this year. I called to complain and customer services laughed at me. I asked for my mac in order to move to BT who had some good springwatch deals this year, however they had issues matching my postcode to the phone line. I then went back to TalkTalks retention team who matched there price of approx £24 / month inc line rental, and an agreement no charges should be taken before the last day of each month.
Since the new contract has been running in April, I have been charged over £35 each month (so much for matching BT) and this month they again are taing payment early (on the 27th). This wouldnt be a problem for most people, but I'm not particularly well off and I dont get paid unless the last day of the month, so I'm left with 2 choices. 1) cancelling the standing order and paying TT £10 late payment fee 2) paying HSBC £25 in bank charges and having another credit hit. Its a no brainer really.
Anybody have any advice?

TalkTalk

Hi jimmyboy1980,

I would love to help you with the date of your DD, sadly at present I can't. However, if you register at talktalkmembers.com, we can certainly investigate why you aren't being charged at the rate promised when you called retentions.

Ady

Heinz

TalkTalk_Company_Representative wrote: »

Hi jimmyboy1980,

I would love to help you with the date of your DD, sadly at present I can't.

What is your function on this forum then?

jhp

Heinz wrote: »

What is your function on this forum then?

I was wondering that also.:D

TalkTalk

My function is to assist customers in any way possible. However, PMs are not available leaving me unable to clear DPA and therefore unable to investigate the issue.

In terms of the DD date TalkTalk are not at present ammending DD dates on a customer by customer basis. Meaning I can't help with that at present.

I hope that clears it up.

Ady