New Talktalk poll; feedback needed, good and bad

TalkTalk

Hi Donna H,

Your threads on the TalkTalk Members forums have been updated regularly. You initially posted on 21st Jan and received a reply on the same day from Mark. He then added further information on 25th for you.

If you subscribe to your topic you'll receive an e-mail each time someone replies. Alternatively you can bookmark your topic and check it regularly.

Cheers
Emma x

andytheshrink

been with talk talk for about 4-5 months now and had nothing but problems. Every month we have been wrongly billed, double billed or had an amount charged to the wrong bank account. Wireless broadband ceased working about 3 weeks ago and although numerous phone calls to the apprently intelectualy challenged and linguistically compromised "technical help line" , little or no help fothcoming. LAst call was told i should take my laptop in to a repair shop or buy a new one!!!! (the laptop i should point out works perfectly well when connecting to all of my friends wireless networks. total time on the phone is over 12 hours, a lot of which is on hold.

Utterly apalling customer services, appalling service generally. Am seriously considering just paying the 70 quid to terminate the contract with them as they are not providing the service that i am paying for.
Avoid , avoid, avoid signing up to them. Swerve it like a case of the bubonic plague.

trinidadone

andytheshrink wrote: »

been with talk talk for about 4-5 months now and had nothing but problems. Every month we have been wrongly billed, double billed or had an amount charged to the wrong bank account. Wireless broadband ceased working about 3 weeks ago and although numerous phone calls to the apprently intelectualy challenged and linguistically compromised "technical help line" , little or no help fothcoming. LAst call was told i should take my laptop in to a repair shop or buy a new one!!!! (the laptop i should point out works perfectly well when connecting to all of my friends wireless networks. total time on the phone is over 12 hours, a lot of which is on hold.

Utterly apalling customer services, appalling service generally. Am seriously considering just paying the 70 quid to terminate the contract with them as they are not providing the service that i am paying for.
Avoid , avoid, avoid signing up to them. Swerve it like a case of the bubonic plague.

Hello Andy,

sounds like you have had a few problems during you first few months with TalkTalk. There is a dedicated representative from TalkTalk who often posts replies on this website.

As for a suggestion, have you tried talktalks own form? The forum is staffed by better trained customer service advisors who can often sort out all, if not most problems. I agree with you, telephone customer service is truely bad, but before you consider leaving TalkTalk give the forum a try. you will need to do a simple registration, which takes minues to carry out.

You can reach the forum here: https://www.talktalkmembers.com/forums.

good luck, and let us know how you get on

Lymmbo

I have been with talk talk for calls only for a few years, (line rental from BT and ISP Plusnet) however, stupidly about 6 weeks ago, I contacted them about a package which allowed me 24/7 calls/ A quote was given to me, which I acknowledged as being fine to go ahead with. This was for 24/7 calls plus line rental, but remain with my current ISP provider.

I recieved a letter advising that Talk Talk were sorry that I was leaving them, also in the same post was a further letter advising me of my new contract details. I contacted customer services and they told me that was how it works, a letter to terminate my current contract and another one for the new service.
Strange way of processing thought I, but took their word for it.

I was told that the change over day would be 20/01/2010 which was also confirmed in a welcome pack.

On 20/01/10 I received phone calls and was able to ring out without problem, and as my phone now had caller display I assumed that all was ok and the transfer had gone ahead.

On 21/01/10 I tried to ring my 82 year old mother who is suffering from terminal cancer and got a message advising that I was not registered to use this service, please contact your service provider.

The only way I could do that was to ring by mobile, (an expensive option) I did however get them to ring me back.

I then spoke to the agent from customer services who checked my record and told me that the problem was with whoever I had decided to take calls from. I told him that it was Talk Talk and that I had a contract confirming this. He then passed me to another department and I again went through the problem, to be told, I was being passed to somebody who could help me. Again I explained, (there is obviously no logging of problems on the account otherwise I would not have had to repeat this) I was again passed and eventually after explaining 5 times I gotsomebody who told me that it would take 3 working days to fix. That should be by this morning, but it still isn't fixed

I have also logged this on the Talk Talk Forum, and they are now saying that it will take 7 to 10 working days. I must admit that they are being more helpful than customer services, but it would be great if they could e-mail to say there has been an update instead of having to continually log on to check the situation. After all, they are supposed to be a Techie company, so I would have thought that if Moneysavingexpert can send an e-mail when a log has been updated, then surely Talk Talk could do

I am able to ring out to other Talk Talk customers, but not to Talk Talk customer services, which seems even stranger.

Where do I stand with this? Can I cancel my contract without penalty given that they have not supplied the goods which they contracted for?

Any help regarding this will be much appreciated.

trinidadone

Lymmbo wrote: »

I have been with talk talk for calls only for a few years, (line rental from BT and ISP Plusnet) however, stupidly about 6 weeks ago, I contacted them about a package which allowed me 24/7 calls/ A quote was given to me, which I acknowledged as being fine to go ahead with. This was for 24/7 calls plus line rental, but remain with my current ISP provider.

I recieved a letter advising that Talk Talk were sorry that I was leaving them, also in the same post was a further letter advising me of my new contract details. I contacted customer services and they told me that was how it works, a letter to terminate my current contract and another one for the new service.
Strange way of processing thought I, but took their word for it.

I was told that the change over day would be 20/01/2010 which was also confirmed in a welcome pack.

On 20/01/10 I received phone calls and was able to ring out without problem, and as my phone now had caller display I assumed that all was ok and the transfer had gone ahead.

On 21/01/10 I tried to ring my 82 year old mother who is suffering from terminal cancer and got a message advising that I was not registered to use this service, please contact your service provider.

The only way I could do that was to ring by mobile, (an expensive option) I did however get them to ring me back.

I then spoke to the agent from customer services who checked my record and told me that the problem was with whoever I had decided to take calls from. I told him that it was Talk Talk and that I had a contract confirming this. He then passed me to another department and I again went through the problem, to be told, I was being passed to somebody who could help me. Again I explained, (there is obviously no logging of problems on the account otherwise I would not have had to repeat this) I was again passed and eventually after explaining 5 times I gotsomebody who told me that it would take 3 working days to fix. That should be by this morning, but it still isn't fixed

I have also logged this on the Talk Talk Forum, and they are now saying that it will take 7 to 10 working days. I must admit that they are being more helpful than customer services, but it would be great if they could e-mail to say there has been an update instead of having to continually log on to check the situation. After all, they are supposed to be a Techie company, so I would have thought that if Moneysavingexpert can send an e-mail when a log has been updated, then surely Talk Talk could do

I am able to ring out to other Talk Talk customers, but not to Talk Talk customer services, which seems even stranger.

Where do I stand with this? Can I cancel my contract without penalty given that they have not supplied the goods which they contracted for?

Any help regarding this will be much appreciated.

Hey lymmbo,

hey, how are you? just thought I would add a comment to your message. Not sure if I got this right, so correct me if I am wrong, you say you wanted to have TalkTalk as your phone provider and remain with plusnet as your ISP? If this is correct, are you aware you need to have a BT line to be with plusnet??? if you pay line rental to talktalk, you are very limited on a ISP, other than talktalkbroadband.

I guess i can understand your frustration regarding talktalk ending your calls only with them, and at the same time starting a line rental with calls. New contract, so new terms and conditions.

Good to hear the talktalk members forum is addressing your problem, sounds like the telephone customer service team, and the sales team have let you down a bit. I can assure you if the talktalk staff have advised you of up to ten days, it will get addressed, the staff genrally are much better than phone support. Remember to that 10 days is the max time limit, so it might be addressed more sooner than you think.

your main question was to ask about if you could cancel your contract with talktalk. There is a 14 day cooling off period, and quite rightly you are currently being charged without a proper service, I would assume you could, have you raised these questions on the members forum? the staff would answer your questions. There is a rep which helps on here, but it can take a few days for a response, because she works on the talktalk forum.

I suggest you point your question on the forum, but please come back with the response here. good luck

TalkTalk

Hi Andy,

I can't look into billing issues on this forum as there is no way to exchange details securley - if you could register and post at https://www.talktalkmembers.com/forums we can go through your billing issues with you.

Equally we will be able to look into your wireless issues on the TalkTalk forums or if you want to let me know the make and model of the router you are using we can offer some assistance here.

Lymmbo, I've seen your posts on the TalkTalk forums and I believe Stephen has been assisting with your issue. If you've not tried it already could you please dial 1280 before the number you are attempting to contact and let me know if this enables you to call none TalkTalk customers?

You can subscribe to your thread on the TalkTalk forums and you will then receive an e-mail to advise you of undates to your thread. Underneath the text box used to reply there is a section called "Topic Subscription". This is defaulted to "Do Not Subscribe", if you would like e-mail updates please change this to one of the e-mail notification options. This is applied on a per thread basis.

Cheers
Emma x

Donna_H

Can anyone supply me with the name of a senior executive of Talk Talk/Car Phone Warehouse. I have finally completed my letter of complaint and need to forward it to someone and would prefer a name. I have tried to solve some of the issues on the talk talk forum but I am getting nowhere fast. There must be someone who can take resposibility. Please help if you can>:mad:

trinidadone

Donna_H wrote: »

Can anyone supply me with the name of a senior executive of Talk Talk/Car Phone Warehouse. I have finally completed my letter of complaint and need to forward it to someone and would prefer a name. I have tried to solve some of the issues on the talk talk forum but I am getting nowhere fast. There must be someone who can take resposibility. Please help if you can>:mad:

Hi Donna,

I am going to have a look for a contact, is it possible to know what is troubling you?

trinidadone

Hey Donna,

I found this, on the TALK TALK website:

How do I make a complaint?
If you're dissatisfied with any of our products or services, please contact us to allow us the opportunity to resolve your query.

You can contact us by telephone, email or post:

Telephone: 0870 444 1820 (if you have a disability, please call 0870 087 2001)
Email: http://www.talktalk.co.uk/emailus
Post: PO Box 360, Southampton, SO30 2LY
Get further help from TalkTalk Representatives and Customers in our Members' Forums.

I also found the following information for you:

Carphone Warehouse Group
Talk Talk Charles Dunstone, Chief Executive Officer
dunstoc@cpwplc.com

hope this is helpful, but are you sure you have explored all avenues on the TT forum ???

Donna_H

trinidadone wrote: »

Hey Donna,

I found this, on the TALK TALK website:

How do I make a complaint?
If you're dissatisfied with any of our products or services, please contact us to allow us the opportunity to resolve your query.

You can contact us by telephone, email or post:

Telephone: 0870 444 1820 (if you have a disability, please call 0870 087 2001)
Post: PO Box 360, Southampton, SO30 2LY
Get further help from TalkTalk Representatives and Customers in our Members' Forums.

I also found the following information for you:

Carphone Warehouse Group
Talk Talk Charles Dunstone, Chief Executive Officer

hope this is helpful, but are you sure you have explored all avenues on the TT forum ???

Thank you for the information. I do believe I have tried all other avenues. I just feel I am banging my head against a brick wall. My last answer from Mark suggested I get the other account holder to register their details on the forum. This would be my late mother who passed away on 1st Nov 2009. A fact that I have repeated over and over and over to TT.