New Talktalk poll; feedback needed, good and bad

doberryfirkin

Hi Trinidadalone. I think most of us are 'out of contract' so 'we are off' when we can. I don't think we will seek recompense - I know its possible but we are not keen to go through the hassle of contacting TT:mad:.
Thanks for all you advice - now must go and surf phone and broadband offers to find a good deal with a UK support desk..........:)

trinidadone

doberryfirkin wrote: »

Hi Trinidadalone. I think most of us are 'out of contract' so 'we are off' when we can. I don't think we will seek recompense - I know its possible but we are not keen to go through the hassle of contacting TT:mad:.
Thanks for all you advice - now must go and surf phone and broadband offers to find a good deal with a UK support desk..........:)

no worries Doberryfirkin, one thing I would ask is, i would be really grateful if you could let me know where you and the family end up switching too????

Please keep intouch on moneysavingexpert, byeeeeeeeeee

lin12345

without doubt the worst mistake i have made with a utilities supplier!!
i originally signed up in November 2009 for line calls and broadband. installation of the phone line was prompt with the promise of the broadband within weeks, and the bills were prompt too (for the full £18 or so even though the broadband was not active - clever clause they have where the broadband is apparently free while you pay the £18 for the line and call package)
December came and went with several phone calls to chase why the broadband was still non existent. So did Jan, and Feb and March for that matter!!
At no point did Talk Talk ever call me to explain what was/or clearly wasnt happening!
The response was always - that the operations team were dealing with it.
Finally in March i threw my toys out the pram and told them to canel the lot. as a clause in their policy allows cancellation up to 30days after braodband go live. As this had never happened i thought it would finally all be over.

There have now been at least 5 calls to talk talk to get this cancellation thorugh - every time they appear to never have been asked to cancel the line or the broadband or the whole thing. after finding a section on their site explaining i could cancel the whole package i went back to them again and they agreed to cancel.
for some reason it took 6 weeks for their ops team to process the cancellation request, and they are now saying it will take a further 28 days from then to kill the line!!

I cant take much more - i just HOPE that as of the date they have now stated that i will be free of them. £18 per month for a phone line i never wanted and endless grief!
if i ever get free - NEVER NEVER AGAIN!

trinidadone

lin12345 wrote: »

without doubt the worst mistake i have made with a utilities supplier!!
i originally signed up in November 2009 for line calls and broadband. installation of the phone line was prompt with the promise of the broadband within weeks, and the bills were prompt too (for the full £18 or so even though the broadband was not active - clever clause they have where the broadband is apparently free while you pay the £18 for the line and call package)
December came and went with several phone calls to chase why the broadband was still non existent. So did Jan, and Feb and March for that matter!!
At no point did Talk Talk ever call me to explain what was/or clearly wasnt happening!
The response was always - that the operations team were dealing with it.
Finally in March i threw my toys out the pram and told them to canel the lot. as a clause in their policy allows cancellation up to 30days after braodband go live. As this had never happened i thought it would finally all be over.

There have now been at least 5 calls to talk talk to get this cancellation thorugh - every time they appear to never have been asked to cancel the line or the broadband or the whole thing. after finding a section on their site explaining i could cancel the whole package i went back to them again and they agreed to cancel.
for some reason it took 6 weeks for their ops team to process the cancellation request, and they are now saying it will take a further 28 days from then to kill the line!!

I cant take much more - i just HOPE that as of the date they have now stated that i will be free of them. £18 per month for a phone line i never wanted and endless grief!
if i ever get free - NEVER NEVER AGAIN!

Hello Lin and a mmassive welcome to Moneysavingexpert, many thanks for your first reply.

Sounds like you have had a dear old time with talktalk, have you had anyhing in writing to confirm the cancellation??

TalkTalk

Hi Lin12345,

I'm sorry to hear you are having problems with your servcie. Its difficult to offer assistance on an external site such as this as I don't have an account to look at for you. Would it be possible for you to register and post at https://www.talktalkmembers.com/forums so we can see whats going on for you?

Cheers
Em x

marksmith99

Another example to add to the list of appalling customer service from Talk Talk.

My Grandma and Grandad were persuaded to switch to Talk Talk by a guy at the door a few years ago.

Anyway, my Grandad sadly died (aged 88) quite suddenly a couple of weeks ago and my parents are trying to change the name on all the utility bills to my Grandma's.

This has gone really smoothly with water, gas and electricity, but not with Talk Talk. All they want to do is change the name from his to hers to avoid any upset at bills coming in his name (same bank details, address etc, no other changes). Sounds simple.

After the customary waiting on hold, thye were told it can't be done over the phone, has to be online. My grandma doesn't have internet access (she's 84), so my parents went home and printed off the form they were told they needed to and it has to be signed by the current account owner, my Grandad, the DEAD one.

They phoned back to be met with complete disinterest; the operators seemed to have no concept that death precludes people from signing a form and just kept repeating the same script. In exasperation they said perhaps they should just keep it in his name, but apparently that wouldn't be allowed and would cause problems later, although when asked what these problems might be the answer was "I don't know".

Anyway, not sure what there next step is (anyone who's succesfully managed to get a signature from beyond the grave please get in touch), but just thought I would warn people not to expect any sympathy from this vile company should you experience a bereavement.

trinidadone

marksmith99 wrote: »

Another example to add to the list of appalling customer service from Talk Talk.

My Grandma and Grandad were persuaded to switch to Talk Talk by a guy at the door a few years ago.

Anyway, my Grandad sadly died (aged 88) quite suddenly a couple of weeks ago and my parents are trying to change the name on all the utility bills to my Grandma's.

This has gone really smoothly with water, gas and electricity, but not with Talk Talk. All they want to do is change the name from his to hers to avoid any upset at bills coming in his name (same bank details, address etc, no other changes). Sounds simple.

After the customary waiting on hold, thye were told it can't be done over the phone, has to be online. My grandma doesn't have internet access (she's 84), so my parents went home and printed off the form they were told they needed to and it has to be signed by the current account owner, my Grandad, the DEAD one.

They phoned back to be met with complete disinterest; the operators seemed to have no concept that death precludes people from signing a form and just kept repeating the same script. In exasperation they said perhaps they should just keep it in his name, but apparently that wouldn't be allowed and would cause problems later, although when asked what these problems might be the answer was "I don't know".

Anyway, not sure what there next step is (anyone who's succesfully managed to get a signature from beyond the grave please get in touch), but just thought I would warn people not to expect any sympathy from this vile company should you experience a bereavement.

Hello Marksmith, so sorry to hear on how you have been treated regards to customer service on the telephone, and sorry to hear of the bad news regarding grandpa.

Is grandma still looking for the account name to be addressed??

Heinz

As you probaby saw from the post above yours marksmith99, Talk Talk Company Representative does visit here.

Unfortunately, they always ask posters to join their private forum and post again there (I assume in the hope that their own inaction will not be noticed).

Why not ask someone in the street to sign the form with a squiggle. Judging by their lack of interest, there's almost no chance they'll notice.

lindos90

marksmith99 wrote: »

Another example to add to the list of appalling customer service from Talk Talk.

My Grandma and Grandad were persuaded to switch to Talk Talk by a guy at the door a few years ago.

Anyway, my Grandad sadly died (aged 88) quite suddenly a couple of weeks ago and my parents are trying to change the name on all the utility bills to my Grandma's.

This has gone really smoothly with water, gas and electricity, but not with Talk Talk. All they want to do is change the name from his to hers to avoid any upset at bills coming in his name (same bank details, address etc, no other changes). Sounds simple.

After the customary waiting on hold, thye were told it can't be done over the phone, has to be online. My grandma doesn't have internet access (she's 84), so my parents went home and printed off the form they were told they needed to and it has to be signed by the current account owner, my Grandad, the DEAD one.

They phoned back to be met with complete disinterest; the operators seemed to have no concept that death precludes people from signing a form and just kept repeating the same script. In exasperation they said perhaps they should just keep it in his name, but apparently that wouldn't be allowed and would cause problems later, although when asked what these problems might be the answer was "I don't know".

Anyway, not sure what there next step is (anyone who's succesfully managed to get a signature from beyond the grave please get in touch), but just thought I would warn people not to expect any sympathy from this vile company should you experience a bereavement.

Absolutley shocking:eek:. As ive said before..talktalk is cheap and cheerful, and no frills, as long as you dont have any requests, queries or problems, its OK..if you do, you hit a brick wall, especially if its not 'in the script' I do hope you get something sorted, what a performance!

marksmith99

Trinidadone - yes all this went on over tlehe last couple of days, so still needs sorting.

Heinz - I'd considered that too, it just seems wrong that you should need to stoop to essentially forging a dead man's signature!

I had a look on the forum that the rep posted a link to in an earlier post, but it seemed you had to be the talk talk customer to sign up and as noted my Grandma has never used the internet and probably won't start now.

I used to be with talk talk but left when my phone line developed intermittent crackling/silence that they wouldn't do anything about. BT aren't great, but they're better than talktalk!