Want to complain about talktalk, any contact details?

jenniewb

I have had it with talktalk! I am now without both broadband and phone line and had to find a phone box- the only viable option being vandalised with a mixture of extrement and vomit and I don't want to think what else, being left on hold for over an hour this morning trying to sort it out after explaining my situation to a total of 5 people whose accents still leave me bewildered....

I have called them in the past about these mistakes, their only solution was to charge me upwards of £50 to have a technical person visit which may or may not be refunded if I can prove its not within the boundaries of my home- despite having done everything in my power to ensure I have checked and renewed everything (the modem, the microfilter, the handset, the cables....) if its in the little white box its apparently my fault. I did not put the little white box there, they did. Seems to make no difference.

I have complained in the past and it all falls on deaf ears. I still have an internet service which is at best unreliable and at worst non functional. Being that I do not own a mobile this means I have no way to contact anyone when at home which I am not happy with if I am paying money for that very reason to be resolved.

I have now tried to switch, I have a feeling its the cables that are the issue so I have tried Virgin who don't use these same cables. I have also had to buy a dongle to get me through until Virgin do connect me in 10 days time (pending checks).


So! Thats the background incase its useful, the reason for my post is because I want to complain. As I have said I have complained countless times in the past but it makes no difference, this time I want my complaint to reach those as high-up as I can.

Does anyone have any head office details I can write to and better yet, any named people I can write to? I am just so angry and fed up with this and want as many heads to roll as I can, I am sick and tierd of having to ask someone from India to talk slowly, to have to repeat "I do not own a mobile phone so no I don't have an alternate number for you" and being presented with a now £100 bill for someone to come out and fix an error which is beyond my control!

Can anyone help?

macman

How about you tell us the nature of the fault, now you've got the rant over? Someone might be able to help. The responsibiity for the NTE5 master socket is quite simple, it's the responsibility of your line rental supplier (not your ISP, if different), as is the cabling to it. Any extension wiring or sockets are your responsibility. The only exception to this is user-inflicted damage (e.g. if you smash the socket with a hoover etc). If you've tested the line from the BT test socket behind the master socket split faceplate and the fault is still there, then you can be confident that the repair is not chargeable, although TT will always recite you the script warning that it will be if the fault is found to be on your side.
If you have a line fault (as opposed to a broadband fault), report it to your line rental provider.
It would also help if you post your router stats:
http://www.kitz.co.uk/adsl/frogstats.php#34

TalkTalk

Hi jenniewb,

sorry to hear you are having problems with the service and support. I have pasted the link below to our full complaints procedure it includes the relevant addresses to writed to.

http://www.talktalk.co.uk/legal/code-of-practice/

I hope that helps.

ihateyes

TalkTalk_Company_Representative wrote: »

Hi jenniewb,

sorry to hear you are having problems with the service and support. I have pasted the link below to our full complaints procedure it includes the relevant addresses to writed to.

http://www.talktalk.co.uk/legal/code-of-practice/

I hope that helps.

The letter will pobably be burned to keep the building warm..

jenniewb

The nature of my complaint?

Basicly I had no phone or internet access. It keeps happening! Its random as to when it happens- its not every day, it can be every night for a week then nothing for a month or two. Its not something I can predict which sort of makes it worse.

When this happens, as I do not own a mobile I have no way to contact them the next day (they only seem to work 8-8 and I am online from 11pm onwards) I am not near to a payphone and the one that I did get to (infact the closest for another 20 min bus wait) was covered in excrement. I had to wait an hour talking in this phone box and I repeatedly asked the person I was speaking to do not ask me if I have another mobile, I don't/please hurry up as I am in this (description given) phone box, yet I was passed through to no less then 4 people and I think could have been 6 people. In the end, no one dealt with my problem. I still did not have access.

I was told they had checked the line and told me I should have access and that its my error. I have in the past checked everything, changed the modem, microfilter, cables, even the handset for the phone yet they still tell me there is no error.

So I called back today as for some unknown reason, the connection fixes itself after 2 days of no access. I call and manage to speak to 5 Indian call center workers and then eventually a guy from the UK technical team who ran a test saying there was no fault again but that he had run the first test for a long time: meaning they didn't even run any tests over the weekend- they lied!

I am pretty sure there is an error with the cables outside of my home. I have no way to prove this and don't even trust talktalk would bother to fix this, let alone fix it and not try to blame me and charge me the £100 they are threatening to if they apparently don't find any faults outside my property.

I want to leave but am struggling to see how I'd afford otherwise. All the other cheaper networks use the same cable services as talktalk so I'd have the same errors elsewhere.


The reason I am so inflamed is because this same issue, where I lose both access from my phone and internet (sometimes just internet but about 70% of the time its both phone and internet) has been happening for the past few years! Its getting worse. it used to be a stop-start service for the odd evening every month or two but now when it cuts out its for an entire day if not longer and as much as I am happy to explain, I'm sure you don't need to hear why being able to contact others is for me pretty essential. Like life and death essential.

I want to complain to someone who actually does something about it. I may well leave, I'm not sure if the credit checks will allow me and I'm not sure if I can budget for it so wont be able to leave straight away. In the mean time I want to make sure my complaints make a difference, I have complaint countless times before yet nothing gets done, not even a goodwill guesture and now its getting worse I feel like no one is listening and I'm being treated as a joke. I want to get some answers, I want someone to take responsibility and I want things to change!

Hope that explains things!

sharpy2010

You need to buy a mobile. Don't leave it because "you shouldn't have to". Its obviously apparent you shouldn't have to, but talktalk are screwing you over. For YOUR sake, get a mobile, so that you are contactable. £15 will buy you exactly what you need at Tesco, a cheap simple phone which will text and call.

Then, move onto the problem of sorting out talktalk. I guarantee you'll feel better once you've bought a mobile.

mrputney08

I know how you feel Jennie, I wanted to contact Talktalk a while ago over an inconsistency in a billing, they'd charged me too much. Could I get anyone to listen?!! Heck, no! I managed to speak to someone and email them a few times but they just kept coming up with what I felt were excuses! ie not seeming to understand what I was trying to say to them. I, like yourself, couldn't find any contact details to take this further so I left it, rather convenient for them wouldn't you say.
Now you've been given further contact details, and I hope they manage to sort it, can you not ring from a friend's place, or perhaps get a mobile on a pay-as-you-go plan, that's what I'm on. To be honest if this is the ONLY time you'll be wanting to use a mobile and you absoloutely never want to own one, especially just to sort this out, then £15.00 plus airtime might be better spent in a call box? I don't know which would work out best, or best for what you want. Only you can decide. But having a mobile anyway a is good for emergency calls. You'll have to weigh it all up to suit you.
If you can get hold of the email adress from said poster this might be the way to communicate, but it is slower and more frustrating and you can bet your life that at some time they'll want to call you there and then..Hmm, I'm going with a mobile for less stress..

2sides2everystory

Intermittent fault? With the recent intermittent downpours in most places in UK last few weeks it could be a cable that may be open to the vagaries of the elements anywhere between your outside wall and the local exchange.

But back inside ...

Do you have a wired or wireless connection from your router to the PC/laptop? Clearly a wireless connection introduces an extra variable - you cannot rely on your pc and wireless adapter, nor your router working like well oiled machines. They can be much more fickle either in software terms e.g. not liking a recent Microsoft update or newly added device driver, or in terms of outside physical influence e.g. recent thunderstorms which can "spike" the router.

I sympathise with your view of TalkTalk. I am with them but only because they are cheapest by a head.

jenniewb

sharpy2010 wrote: »

You need to buy a mobile. Don't leave it because "you shouldn't have to". Its obviously apparent you shouldn't have to, but talktalk are screwing you over. For YOUR sake, get a mobile, so that you are contactable. £15 will buy you exactly what you need at Tesco, a cheap simple phone which will text and call.

Then, move onto the problem of sorting out talktalk. I guarantee you'll feel better once you've bought a mobile.

I should rephrase that: a mobile is useless to me: I get no connection what so ever inside my home and with anything other then 02 (had visiters/neighbours with other tarrifs) I have to walk about 10 minutes out just to get a very hit-and-miss connection (lots of trees, very anti-mobile-phone-arial area!) I had a 3 mobile for ages, it was such a rubbish company to deal with I ended up using it less and less until I just stopped using it all together. I had to pay a bill for a mobile I never used! Even if I got a mobile, I'd not be able to afford it so there seems little point in me having one: for what purpose would I need one?

jenniewb

Well, Virgin have gotten me through the credit check which I am suprized at as I thought my rating would be terrible! I have a date for them to put in the service but its above what I can afford so will likely end up cancelling it. I am still experiencing errors and will keep on with the complaints as it seems there is little else I can do. As I said, no mobile network at all reaches inside my home so really cannot see the reason to get a mobile. I'd need to walk a fair distance just to be able to pick up something, 02 being the strongest and also the most expensive network. TBH I need to be able to call the Samaritans if anything and they are not free from a mobile. I can be talking for some time and I don't know if I could afford the costs to do so. I need my landline really. Maybe I should start entering the lottery.....