New Talktalk poll; feedback needed, good and bad

Steve_xx

TalkTalk, in my experience, do not perform satisfactorily in the event of a fault.

Some weeks ago I reported a fault. The symptoms were that the internet service kept dropping. The voice service was intermittently crackly and on occasion when anyone called me they would get ringtone and then immediately be disconnected.

It was an absolute nightmare to get TT to come fix the fault. They used all of those delaying tactics that they had employed on a previous occasion, ie the veiled threat that if the fault was found to be on my own kit then there would be a charge etc. The situation dragged on for some 3 weeks before I rang TT and told them to either fix the fault by despatching a BT engineer, or to cease the line. An engineer duly arrived the following day and found that the overhead cable in the street was catching in some tree branches. He replaced the cable and all was well.

Clearly, TT know that they have to pay BT to do this work, and understandably they want to avoid that charge wherever possible. The problem is that TT will simply leave its customer to his own devices unless the customer continually demands service.

zeberdy

My contract has expired with TalkTalk I have been happy with the service I recieve for the price I pay.

After Speaking with TalkTalk CR last night just down the road in India I negotiated a package for the next 12 months I asked for confirmation of this by email as it has been my experience that what you are told at the point of sale may not always be what you get !

Surpisingly I was informed that for a company specialising in telecoms CR are unable to send an email ??? so I wil have to wait for a letter which should show the terms of my new contract I should also be able to see the discount applied to my account online ?? (thats new on me)

Perhaps you could PM me so we could continue these discussions in the hope that I have not been miss sold a product as I can not find an email adress other than a customer feed back form that says emails are answered very slowly.

Many Thanks


Zeberdy

Steve_xx

zeberdy wrote: »

My contract has expired with TalkTalk I have been happy with the service I recieve for the price I pay.

After Speaking with TalkTalk CR last night just down the road in India I negotiated a package for the next 12 months I asked for confirmation of this by email as it has been my experience that what you are told at the point of sale may not always be what you get !

Surpisingly I was informed that for a company specialising in telecoms CR are unable to send an email ??? so I wil have to wait for a letter which should show the terms of my new contract I should also be able to see the discount applied to my account online ?? (thats new on me)

Perhaps you could PM me so we could continue these discussions in the hope that I have not been miss sold a product as I can not find an email adress other than a customer feed back form that says emails are answered very slowly.

Many Thanks


Zeberdy

....so what have they offered?

boobbby

My mother is 90 and does not have a Talk Talk phone or account (she is with another provider) Recently Talk Talk have written to her to ask her re instate her old DD which she had when she was with them. It was so they could remove money from her bank to pay advance payments for a non existant telephone line from the 28th December 2011 until 28th January 2012. My mother is no longer capable of discussing her old account which I have pointed out to Talk Talk but they say she is the only one they can discuss her account with because of the data protection act. This is causing her lots of distress so any ideas how I can get them to stop sending letters to her.

the_pink_panther_2

My experience is that talktalk have a big weakness, that is if there is a problem, then sorting it out with them is a nightmare. I have never come across such a frustrating customer service department, they do not answer difficult questions and it is all your fault, expect no reimbursements if they put you on the wrong tariff and no, even if you do have written confirmation from them of the tariff you agreed to this amazingly means nothing according to them (they said my letter + my email were both sent out in error and therefore mean nothing). I'm leaving them as soon as my contract runs out, for this reason. I imagine that if all goes smoothly and you never need to contact them, then the phone/internet services themselves are fine.

Ems112

I am in the process of moving home and have to take my Talk Talk package with me as I am only 3 months into a 12 month contract.

I phoned up the Talk Talk home moving number and was told because the person in the house has not cancelled her phone contract with BT and is planning to take her number with her (and obviously she won't cancel her line until the day she moves out which is the day we move in) Talk Talk have told me that it is not possible to use the same line to transfer our services over and that we will need an engineer to visit the property (2 weeks after we have moved in) to put a new line in to the property. It will then take a futher 2 weeks for them to connect us to our phone and broadband services.

I cannot see why we would need a new line if there is technically already a line there which, once our seller has vacated, will be there to be used by us surely?

Has anybody encountered this issue in the past?

If there is a line phyiscally at the property then why does a Talk Talk engineer need to visit to install a new line?

Is this normal in the moving process with Talk Talk or have they been wrongly advising us?

Many thanks in advance

boobbby

Ems112 wrote: »

I am in the process of moving home and have to take my Talk Talk package with me as I am only 3 months into a 12 month contract.

I phoned up the Talk Talk home moving number and was told because the person in the house has not cancelled her phone contract with BT and is planning to take her number with her (and obviously she won't cancel her line until the day she moves out which is the day we move in) Talk Talk have told me that it is not possible to use the same line to transfer our services over and that we will need an engineer to visit the property (2 weeks after we have moved in) to put a new line in to the property. It will then take a futher 2 weeks for them to connect us to our phone and broadband services.

I cannot see why we would need a new line if there is technically already a line there which, once our seller has vacated, will be there to be used by us surely?

Has anybody encountered this issue in the past?

If there is a line phyiscally at the property then why does a Talk Talk engineer need to visit to install a new line?

Is this normal in the moving process with Talk Talk or have they been wrongly advising us?

Many thanks in advance

Talk Talk are complete idiots !! they should be able to connect you with your own number from the exchange !!

Ems112

Yes, I am fast discovering that they are complete and utter idiots! I cannot understand a word they say on the telephone and never answer my specific question and merely read off a script argh!!!!!! Apparently we cannot even take our existing telephone number (even though we are moving less than 1/4 of a mile within the same exchange) and the engineer will apparently need to install a new line - !!!!!!, there is already a line in existence, surely they are making work for themselves? It is impossible to speak to anyone at Talk Talk who actually knows what they are talking about or doing, it is disgraceful really! Wish I had never signed up with them now!

margf

Hi

When I had problems with Talk Talk, the only way I got any sense out of them was when I insisted in being transferred to a UK call centre.

I would sugest you try speaking to someone in a UK call centre.

Good luck

Marg

trinidadone

Ems112 wrote: »

Yes, I am fast discovering that they are complete and utter idiots! I cannot understand a word they say on the telephone and never answer my specific question and merely read off a script argh!!!!!! Apparently we cannot even take our existing telephone number (even though we are moving less than 1/4 of a mile within the same exchange) and the engineer will apparently need to install a new line - !!!!!!, there is already a line in existence, surely they are making work for themselves? It is impossible to speak to anyone at Talk Talk who actually knows what they are talking about or doing, it is disgraceful really! Wish I had never signed up with them now!

Hello Ems, I know a member of staff from TalkTalk visits here regulary ro address customer service issues, have you tried the talktalk forum? they have a number good staff on there, really knowledgeable and will help