Harsh treatment from Talk Talk ?

conabike

Or am I being too sensitive.
Without any warning tt switched off my broadband and left it to me to find out what was wrong. I eventually got through to the call centre and was told that they no longer supported my modem/router [Belkin] which has been working with no problems for years.
I have been with this lot since Lineone days.
They told me I can buy one of their routers or sign up and get one free with the new package.
I feel this is somewhat high handed. I asked for my MAC key and they got huffy saying I could only get it if I subscribed for a further period with them. I did not feel inclined to do this but felt I had to agree to it in order to get the MAC key. I was assured that I could cancel the new subscription within fourteen days if I did not want to carry on with it.
Is this normal or are tt being naughty ?

spike7451

Talk Talk or any ISP for that matter cannot withold the issue of a MAC code.

This may help you;
http://www.thinkbroadband.com/news/2918-ofcom-waves-big-stick-on-migration-problems.html

From 14th February 2007, Broadband Service Providers will be required to issue consumers and small businesses (of 10 employees or less) with MAC codes regardless of any amounts that may be due or any contractual obligations the end user may be under. Also, service providers presented with a valid MAC code must accept it as a migration order as opposed to a cease and re-provide one (although they are under no obligation to accept any particular customers generally).

macman

This does not make any sense. Not 'supporting' your router simply means that they won't be able to offer you any tech support on it if it gives problems, not that it will no longer work with the TT broadband service. Any ADSL2+ router should be fine.
However if you are on a package as old as that then you are almost certainly paying way over the odds and would be better off on Essentials or similar.
Your MAC cannot be witheld on the basis given.

JJ_Egan

Likewise i cannot see them switching it off .
Old router lost connection more like and as said can be replaced easy enough .
ISP router s are generally low end products .

jje

conabike

Thanks for the replies. Some interesting comments.
Rest assured they turned my broadband off for the reason stated, at least that is what the person at the call centre said. I have since had the modem/router checked and it is working OK. I can only assume that they were prompting me to use their kit and sign up for some more I suppose.
I will not continue with them as I feel that they have behaved in a rather poor manner. I suspect I will be fined or whatever these people do under these circumstances however, I do not feel comfortable continuing with them.

dolly74_2

I was having problems with my router too (for months) so I rang them. £6 later (calling on my mobile) and the useless Indian Call Centre person told me that my router was no longer supported and i would have to ring up an 0870 number for a new one. I thought stuff that, have already spent enough money on calls so rang the retention line, I was told the router was 3 years old and was now dying a slow death but that i could only have a new one for free if i signed a year contract with them, but i would get 6 months half price and if not i would have to buy it myself! What a complete load of rubbish! I explained, why would i want to sign up for a further year when i had had continual problems. I said I would rather continue paying the normal price and could they just send me the new router. She said no and that routers were expensive.
I then pointed out that most internet providers provide a free modem when you sign up and wanted my MAC code so i could leave. The lady said she would get MAC code sent out within 5 working days as she couldnt give it to me over the phone. I do not know if this is true but as long as i get it in the post, i am ok with that. Now on the look out for new deal.

conabike

Thanks Dolly, I received my MAC key after about 3 days and am sorting out a new outfit too.
What a performance though.