MSE News: TalkTalk worst for complaints – again

hiccup

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

Another fool who tries to bring respectability to a crooked company.

Zenzan007

I've had a great response from a TalkTalk Tech support:

Michael M: Well, I cant speak for the individuals information supplied to you, but what I can say is we are your providers not BT so the only blame here can be placed on us to supply you with a stable and reliable service.
Michael M: From the information supplied that would seem to be the case yes.
You: So I've waited two weeks to be told that the initial installation was incorrect and I've now got to wait another 10 days? Do you understand from my perspective this is unacceptable?
Michael M: I agree your service should be working from the start and I understand their can sometimes be issues every ISP has them but I definitely see this from your point of view.
You: Well I'm sorry but I don't see any reason why I should wait for another 10 days to go through the same fault finding routine and end up with the same outcome. I know it's out of your control but this is not good enough.
Michael M: And if you feel that way and our not happy with the service then I totally agree with you the fact is you pay for this service so you should get what you pay for so is leaving is the best option for you then so be it.
You: Thank you for your time but I'll be in contact with Talk Talk again later to cancel my contract and move to a different ISP. I've been with talk talk for over 5 years now and I'm very dissapointed that this is the outcome. Thanks and have a good day.

So as you can see TalkTalk don't care. I thought I'd give them the benefit of the doubt so I've been waiting another 7 days since this conversation. I've spoken to two managers who have promised to phone me back the next day with an update - Still no phone calls.

My big issue is that to change ISP will take two weeks. I don't want to spend that long without a connection. But at this point I'm not seeing an alternative.

colnor1

I just had a heated call with a TT customer manager. I joined TT as I was enticed by £22 call Broadband deal plus £75 of vouchers. I got my second bill of £43 instead of £22. I queried this and I found I had been charged £29 for mainly local calls. They charge 15pence connection charge then 9pence for each minute thereafter. This makes a 1 minute call cost 24 pence! I can make cheaper calls from my MOBILE! I discussed that I was not aware of the extortionately high charges and I would have opted for the £5.50/month add on. After threats of disputing the contract and ending it early on grounds of misrepresentation, I was questioned intensely regarding my receipt of a welcome pack showing call charges. I did not get a welcome pack although TT say it was sent. After some time it was agreed to discounnt my bill by £25.00 and accepted the addition of the £5.50 add on. Talk talk just made a difficult day much worse. They did not make the call charges clear on their internet sign up site. Beware of this underhand tactic.