MSE News: TalkTalk worst for complaints – again

hiccup

It seems to me that the Luddite dido harding is the person that should bear the brunt of the complaints against talktalk. Is she too busy counting her money.
I shall be mailing her asking how she sleeps at night.
[EMAIL="dido.harding@talktalkplc.com"]dido.harding@talktalkplc.com[/EMAIL]

hiccup

I believe that this thread is very important dont you.
Hundreds of people being abused by people who should know better needs to be made sticky dont you think.

hiccup

11 evesham st,
london,
w11 4ar

If your being harrassed then contact these people in great numbers.
This company needs stopping.:j

diamonds

TalkTalk_Company_Representative wrote: »

HI Bod,

You are naturally entitled to your opinion and no-one will prevent you from voicing this.

In terms of industry concern this would only be the case should the guidelines not be adhered to. In such instances Ofcom take relevant action and TalkTalk have been subject to these as have other ISp for various reasons. However they have not raised any concerns with ISP regarding this, only adpated guidelines which is naturally in an evolving and dynamic marketplace... to remain static would ignore the innovations within the sector. You are however welcome to disagree as it is a matter of semantics.

We appreciate your ***posistive*** comments and do regularly provide feedback where poor services has been reiceved in other departments in order to drive improvements and identify any development areas. We can only apologise if in your experience telephony support ahve not been as vigilant as the OCE's in providing support but this is merely a reflection of personal outlook. I would also note that I am one of the OCEs from the TTMembers Forum, we manage all online media contact and reposnsbilities vary form day to day as to which OCE is tasked to which sections of the forum. My Details can be found in the Who's Who section on the forum. If there are any specific instaces of poor service you would like ot provide feedback on feel free to register on the forum and post your issue in the relevant section.

As for "toeing the corporate line" you may actually find that the OCE's have often disputed issues where we feel there has been inaccurances in the "corporate line". In many cases collated examples of issues that were supposedly non-existant in order to provide proof to the business of the existance of a matter that requires further attention. This is evident form a nubmer of threads on the forum. As such we look to provide advice based on our experience and knowledge of the TT systems and procedures, not a corporate line.

Regards

Mark

Ah ha ha ha, a official rep who like the CEO's office - CANT communicate!

Chrispy_2

I signed up with TalkTalk on the 27th June at my new house. I did a 'verbal contract' over the phone and they came and installed it and I have had the stunningly faulty service for over a week. I was told verbally I had a 14 day cooling off period with no breakage fee until 9th July. I phoned up today to cancel and I am told that there is no cooling off period and that the assistant has made a mistake. So I am expected to be tied down by my side of the verbal contract but their side can be waived without consequence! How is this fair business practice?

Of course I have complained, However I have had to make an appointment for between 12pm and 2pm today

:mad:

Aleksandr

I recently subscribed to the YouView package from TalkTalk via the MSE website. The standard offer included a £50 Love2shop voucher however MSE had negotiated a £70 voucher. I received an email a few days after signing up which said my £50 Love2shop voucher would be posted shortly. When I phoned TalkTalk to query this I was told the voucher was only £50. It was only when I directed the supervisor to the TalkTalk website that they agreed to honour it, but said they were not aware of this offer. They agreed to credit my account with £20 and send the £50 voucher. I have received the credit but await the voucher.
My next move was to subscribe to the TalkTalk SIM only 12 month contract package adverised as 'Half Price Sim Plan' which at the time also had a Data Boost included. In the small print and under a drop down described as promotional offer, it said "Line Rental Promo: 50% off line rental for 12 months subject to 12 month contract standard price applicable thereafter. Only available to TalkTalk customers signing up between 11th June & 1st July (I signed on 1st July). I am now being told by TalkTalk that the 50% discount refers to the sim package because it was Half Price.
Is this another promotion the operators have never heard of. Why in the main advert do they say "half price SIM plan" but in the small print call it line rental if they are the same.
I get the feeling the operators are not told of promotions therefore cannot answer these questions. This means that TalkTalk can offer almost anything knowing the customer will not receive the offer and give up eventually due to extremely poor communications.
TalkTalk already offer a reduced line rental if you pay 12 months in advance but it's the apparent deceit that annoys me:mad:

Shyner

I am having an absolute mare with TalkTalk. Here is the email I have sent them, by way of explanation. I can't bring myself to have another conversation with a tired woman in India who doesn't know what I'm on about and doesn't care!
'Not only is the way you deal with complaints completely unacceptable, impersonal and unprofessional but I have now come home to find my service disconnected.
So, using my expensive mobile telephone 3G, I login to my TalkTalk acct. to find that there is no record of the money I paid via the website this month because 'this account was disconnected on 26th July 2012.' However, it continues to say that the bill generated on 8th July 2013 is £30, due to be paid on 22nd July 2013 (next Monday). You may also see in your email below that you have noted a payment of £30, although I am unable to note that on my online acct.

I have received phone calls at 10pm - not answered because, as a nurse, I get up for work at 5am. The last message received yesterday (whilst I was at work) said that a final phone call from you would be made yesterday evening between 8pm-10pm. That phone call did not materialize until this evening at 19.30 - (again I was at work.)

What exactly are you charging me for? For an acct. apparently disconnected a year ago? - I transferred my TalkTalkservices from Chichester to Worthing a year ago and have never received any correspondence regarding any kind of overlapping debt.

Your lack of clarity and transparency is completely unacceptable and distressing; as a result I am now taking this complaint to Ofcom and Ombudsman Service: Communications.

If, as a result of my not answering your 10pm telephone calls - which I have found intrusive - I find that my complaint has been dropped, I will escalate my complaint to the press. I do not trust your organisation and so request that all further communications are made via email. Please immediately restore my services for my existing acct. as an indication from you that you are taking my complaint seriously, and expect full payment of any debt you can prove I have.'

cydney65

Have been with TT essentials for 4 years, service has been ok, not great, but ok. Recently our connection keeps dropping out. We emailed TT and they asked us to ring (say no to 0870 came in handy!). Got through to a lovely chap in South Africa called Jonathan who apologised and said it was probably the router. He offered me the next 3 months free BB and an 'engineer' to come out and sort the connection. I was very grateful.

He then started burbling on about 'free' upgrade to unlimited calls for only £15.50 a month. I was completely thrown and said is that including line rental? He said it was a special offer and I needed to decide now. When I said I had to talk to my OH about this, he said he would wait on the line while I discussed this and then he would sort out the 'engineer'. I then realised that the three months free BB and the 'sorting out the broadband issues' would only be available if I said yes to this offer. I continued to say that I needed to talk about it; he continued to say he would wait on the line. I asked him to call back in an hour, he said the offer would be over in an hour, he then changed tack and said he couldn't ring back as he wouldn't be allowed to, all the time pressing me to say I wanted this offer. In the end I told him to call back in the morning. He said 'fine' in this stroppy voice and put the phone down! All I wanted was some help with my BB connection and I got sucked into the sales call from hell. Needless to say the promised phone call never materialised!

Not sure whether to call them again and tell them where to stick their BB or keep pressing them to sort out BB issues.

JCS1

Email and webmail down yet again, phoned customer service who didn't know a thing about it. Further searching and it's mentioned on their website.

Really had enough :mad: Think time to look for a replacement provider

Kite2010

cydney65 wrote: »

Have been with TT essentials for 4 years, service has been ok, not great, but ok. Recently our connection keeps dropping out. We emailed TT and they asked us to ring (say no to 0870 came in handy!). Got through to a lovely chap in South Africa called Jonathan who apologised and said it was probably the router. He offered me the next 3 months free BB and an 'engineer' to come out and sort the connection. I was very grateful.

He then started burbling on about 'free' upgrade to unlimited calls for only £15.50 a month. I was completely thrown and said is that including line rental? He said it was a special offer and I needed to decide now. When I said I had to talk to my OH about this, he said he would wait on the line while I discussed this and then he would sort out the 'engineer'. I then realised that the three months free BB and the 'sorting out the broadband issues' would only be available if I said yes to this offer. I continued to say that I needed to talk about it; he continued to say he would wait on the line. I asked him to call back in an hour, he said the offer would be over in an hour, he then changed tack and said he couldn't ring back as he wouldn't be allowed to, all the time pressing me to say I wanted this offer. In the end I told him to call back in the morning. He said 'fine' in this stroppy voice and put the phone down! All I wanted was some help with my BB connection and I got sucked into the sales call from hell. Needless to say the promised phone call never materialised!

Not sure whether to call them again and tell them where to stick their BB or keep pressing them to sort out BB issues.

Easiest thing to try is get a decent router, not one of the TalkTalk own-branded ones as they are at the cheap end of the scale (and probably unable to purchase elsewhere, hence they are 'worth' £X)

Buy one from Amazon, if it doesn't improve you can always return it.

I would post a link to a router test I saw on the computer active website, but it seems they have been redesigned and all the old articles are gone