Having a nightmare with TalkTalk

MrsSunShine_2

Hi

Please can someone offer some advice to me?

I rang TT to cancel my internet service with them as I had been experiencing internet connection problems for months. They thought it may be my router and offered me a new one for free, along with a discount on my monthly rate, they also mentioned I had a 14 day cooling off period. I took it thinking it was worth giving it a try.

Anyway the new router arrives. Was fine for a couple of days and then the connection problems started again but was worse. I contacted them by phone at least 4 times and spoke to various tech guys who all gave me the same instructions which didnt resolve issue. They then offered to send a engineer out and gave me a date. The day came and no engineer turned up, I called them and they told me that the engineer was calling round the following day and not the day I was told. So basically I was mis-informed but they made me out to be the liar - I even told them to please check their phone recordings if they didnt believe me. They were going to charge me for cancelling the engineer as it was short notice because I wasnt in the following day. I refused to pay and finally after an hour of being thrown from department to department, I found someone who said they would credit me the cancellation fee. I told them thats fine.

I was so annoyed that I rang up the following day to cancel and was told that I would be charged £125 as the cooling off period had pasted. I mentioned they can charge me but I wont be paying as I've spent hours on the phone and no one resolved my problem. Well the guy didnt like that and told me the debt collection agency would get involved and to avoid this I should chat to their tech 2 department to see if they can help with the connection issue. After ages telling this guy I just wanted to cancel, I had no choice to go through to this tech department. Again I was given the same instructions. Now this time the connection worked okay, but after an hour the connection started disconnecting again. I'm so fed up that I will be cancelling.
Now I would like to know where I stand with this cancellation fee, surely if the service they are meant to provide isnt suitable then I should not have to pay to cancel? Does anyone know where I stand legally? Hopeing someone can help as I've been going through a nightmare with these guys. I've never dealt with a company like it ever, and hope I never will.

TalkTalk

Hi MrsSunShine,

I am sorry to hear you have been having such trouble with us. If you would like assistance the online team would love to help. If you register with us at https://www.talktalkmembers.com we can then investigate this for you and improve your experience whether you stay or leave.


Ady

ANDENA

hi same problem got debt angency after me for 345. and had no phone ect actually i have seeked advice and said they would take it over for me.

Please can someone offer some advice to me?

I rang TT to cancel my internet service with them as I had been experiencing internet connection problems for months. They thought it may be my router and offered me a new one for free, along with a discount on my monthly rate, they also mentioned I had a 14 day cooling off period. I took it thinking it was worth giving it a try.

Anyway the new router arrives. Was fine for a couple of days and then the connection problems started again but was worse. I contacted them by phone at least 4 times and spoke to various tech guys who all gave me the same instructions which didnt resolve issue. They then offered to send a engineer out and gave me a date. The day came and no engineer turned up, I called them and they told me that the engineer was calling round the following day and not the day I was told. So basically I was mis-informed but they made me out to be the liar - I even told them to please check their phone recordings if they didnt believe me. They were going to charge me for cancelling the engineer as it was short notice because I wasnt in the following day. I refused to pay and finally after an hour of being thrown from department to department, I found someone who said they would credit me the cancellation fee. I told them thats fine.

I was so annoyed that I rang up the following day to cancel and was told that I would be charged £125 as the cooling off period had pasted. I mentioned they can charge me but I wont be paying as I've spent hours on the phone and no one resolved my problem. Well the guy didnt like that and told me the debt collection agency would get involved and to avoid this I should chat to their tech 2 department to see if they can help with the connection issue. After ages telling this guy I just wanted to cancel, I had no choice to go through to this tech department. Again I was given the same instructions. Now this time the connection worked okay, but after an hour the connection started disconnecting again. I'm so fed up that I will be cancelling.
Now I would like to know where I stand with this cancellation fee, surely if the service they are meant to provide isnt suitable then I should not have to pay to cancel? Does anyone know where I stand legally? Hopeing someone can help as I've been going through a nightmare with these guys. I've never dealt with a company like it ever, and hope I never will.[/QUOTE]