TALK TALK - Can anyone help as I am at the end of my tether!

lucia1931

Where do I start with this one... Its a long story so please bear with me but needless to say nothing has been resolved despite numerous (and I mean numerous!) telephone calls, emails and letters!

I live in quite a rural location and having finished the contract with my usual Phone and Broadband provider BT (admittedly expensive but reliable), my new housemate persuaded me that it would be in our best interests if he transfered his Talk Talk account over in my house.( This was in January of this year) It made sense at the time, he would continue paying the bill and it was cheaper. I admit at the time I thought ok, why not. Its a saving of almost half of what I was spending at the time.

This was the start of a long and protracted nightmare. The 'straightforward' switch over took 6 long weeks. During this time, we had no phone or broadband. I might just add that my housemate only moved from the house across the road to mine!

To complicate matters in Feburary my housemate, decided to move out. I contacted Talk Talk to ask about transfering the account into my name but was told I could not do this as I was 1. not the account holder (err yes!) and 2. the account was now in arrears and nothing could be done until he paid up! I was encouraged to open a brand new account and lo and behold they took my money and connection fee and PROMISED that it would be up and running on 4th April.

Now the fun really starts... Whilst waiting for my broadband account to be set up, the phone still allowed incoming calls. I got them day and night asking for the account holder, who I told them NO LONGER LIVED HERE! I told them his new address, his contact number etc etc but still they rang. Then came the Baliff threats.

I telephoned them again and again and again, AND AGAIN!! :mad: They just kept saying, we cant talk to you, you are not the account holder! It was beyond frustrating.

The 4th April came and went, with no service, no letter no nothing! Still I was getting calls chasing the previous account holder.

April came and went. Every time I rang up regarding my new account I would get a different excuse. Its BT openreaches's fault, The engineer is sick, etc etc. Finally on 27th May a 'customer services operator' admitted to me under duress that I cant have an account whilst there is still an open account at my address. I would have to wait until he was officially disconnected on June 13th. I was then PROMISED that my service would start on 14th.

(I do have to add that I have tried several times to get Broadband with other providers but they say the line belongs to Talk Talk and until its freed up, I am stuck!)

June 14th came and surprise surprise, I didnt hear anything. I telephoned them and they said "Im sorry, your order has been cancelled. We have been trying to contact you but couldnt get through. As you didnt answer your phone, we cancelled your order!" AGGRRRHHHHH!!

Guess what, the phone line is still up and running allowing incoming calls and they are still chasing the ex-account holder who moved out in February and ironically has got broadband in his new house!

I have never, ever experienced such incompentence or bad service in the whole of my life.

I was promised a phone call from Head Office two days ago and guess what, they havent rung.

The last comment I got off Talk Talk was "Its BTs fault as they have put a block on the line". A blatent lie - I have spoken at length with BT and they say its absolutely ludricous.

Any suggestions now? PLEASE!!!! My sanity is at risk x

lucia1931

PS I do have to add, that I managed to finally get a refund yesterday (although I havent as yet received the money) and they had the audacity to tell me to place a new order!!!! Unbelievable!!!!

bod1467

http://talktalkmembers.com/forums/forumdisplay.php?s=&daysprune=&f=45

This might be an avenue to rescue your sanity.

forgotmyname

Only sure way to rescue your sanity after dealing with talk talk is many long sessions in therapy
a lot of mind numbing drugs followed by hacking your own head off with a blunt spoon.

When they took over from AOL i could not wait to transfer to another ISP, They were a nightmare.
My wireless router had the wrong coloured cable and my line could only support 1/2mb despite being
connected at 4mb during the call. (long way from exchange).

Been on AOL BB for about 6 years+ no issues, As soon as TalkTalk transferred me to their network it
was useless.

Wouldnt touch either of them now.

macman

forgotmyname wrote: »

Only sure way to rescue your sanity after dealing with talk talk is many long sessions in therapy
a lot of mind numbing drugs followed by hacking your own head off with a blunt spoon.

When they took over from AOL i could not wait to transfer to another ISP, They were a nightmare.
My wireless router had the wrong coloured cable and my line could only support 1/2mb despite being
connected at 4mb during the call. (long way from exchange).

Been on AOL BB for about 6 years+ no issues, As soon as TalkTalk transferred me to their network it
was useless.


Wouldnt touch either of them now.

I thought that I had heard every possible complaint about TT, but this is a new one!
What colour did you prefer? They all work the same, regardless of colour.

TalkTalk

Hi lucia1931,

I am sorry to hear of all your troubles with us. As suggested by bod1467 if you register on the talktalkmembersforum.com we can help to get this resolved for you.

Ady

Scarletpig

Hi,
I was paying BT line rental and talk talk for broadband and calls. I worked out that I could halve the costs by switching to a talk talk package so I arranged this in December. I was told I would switch over to talk talk within weeks but its now July and it still hasnt happened. The first time I called they told me I hadnt placed an order and eventually they discovered it was in 'stuck' status. They had to cancel it and put it through again. A week or two later someone from talk talk phoned me to confirm the switch had taken place. A couple of months later I realised that I was still being charged line rental by BT. I called talk talk and the girl I spoke to said I should contact BT to cancel my line rental. I said that I thought talk talk did this on my behalf and she said that they did. She didn't really seem to know what she was talking about so I asked her to check again whether talk talk provided broadband and line rental. She checked and said they weren't providing my line rental. I explained that I had ordered it several months ago and she offered no apology and said 'Well theres nothing I can do about that ' - charming. She said she would refer it to a special team who would resolve it within ten days. Still hasnt happened months later.Although talk talk have a cheap monthly rate Ive lost out by paying the extra for the 6 months Ive been waiting to switch over. I tried to register on the site mentioned above but it says my account is not active. Funny, it's active enough for talk talk to take money out my account every month!
Talk talk - definitely the worst company for customer service I have ever come across.

spannerzone

hahaha yeah they told my mum that her no internet problem might be the wrong coloured network cable from the PC to modem router and offered to send her a new one and a free upgrade in speed (quickly followed by 'terms and conditions apply.... new 12 month contract will start etc)..... after many phone calls it emerged the service didn't work as TalkTalk had cancelled the service for no apparent reason although they said we asked for it to be cancelled...oddly as we'd agreed to a speed upgrade that created a new 12 month contract they said they couldn't actually cancel the ADSL service from them that they had already cancelled and stopped working (but continued billing) - luckily they allow us to cancel from the new 12 month contract as it was within 7 days, which was nice seeing as no service existed, roll on 2 months later and finally TalkTalk removed their tag on the non working ADSL line and finally Plusnet could connect their service.

incompetent idiots doesn't come close to describing their shoddy customer service...broken promises of calls back, being passed from dept to dept, no one really giving a toss about the problem they'd created...... utterly appalling....