Talktalk Disconnected Me!!

TalkTalk

Hi NIttygritty,


Can you confirm when the issue took place? If this was in the last 9 months we can investigate it as a sales compliance issue as any unauthorised transfer of a line is a serious matter. MAC codes were originally introduced in order to prevent such unauthorised changes from being made.


Regards

Mark
TalkTalk Online Community Executive

jenry16

Hi Neil,

I was just wondering if you had an update on your situation?

My parents have had a similar problem - decided to move from Talk Talk to BT and thought they needed a MAC code so requested it from Talk Talk but it never materialised. Then last night they realised their phone and broadband were not working so called Talk Talk to investigate and were told that as they had requested a MAC code they assumed they were leaving them so disconnected them! With no warning whatsoever.

My Dad called BT to find out how they could move to them and BT said they didn't need a MAC code in the first place to switch, but now Talk Talk have disconnected them BT will need to send an engineer round to put in a new line and my parents will have to have a new phone number. BT cannot send an engineer round until 23rd January - so a whole month with no phone or broadband!

If you have any information at all on how you handled this situation it would be greatly appreciated.

Thanks

Jen

smooshy9

"Talk Talk have disconnected them BT will need to send an engineer round to put in a new line and my parents will have to have a new phone number."

jenry16 - same thing is happening to me at the minute. It came to a head 3 days after I had reported a fault - (my phone wasn't taking incoming calls.) Next you know my phone was cut off and my broadband with NO warning on New Years Eve!!!! When I phoned these idiots I was put through about 5 different departments only to be told that i was cut off because of joining another service provider (BT) ........um no.

I had NOT looked at any other ISP's as i had been happy with TT until now. I phoned BT who were able to tell me that no request had come up for my number and that i should have been contacted before being disconnected. I had asked the same question to TT but they couldn't give me an answer. They also advised that i make sure i wouldn't be charged a cancellation fee and that TT are notorious for this sort of thing and failing to provide what they advertise. I then asked them to take me on as a customer with the hassle of having to let everyone know about a new phone number.

When i phoned back TT, after explaining my situation to 3 different departments, being offered another 12 month contract, some nonsense excuse about maybe they had received notice rom a different address(??) and a guy who couldn't get his phone to work - he assured me that the acc was closed and i wouldn't be charged.

Shock horror i received a bill yesterday after writing them a letter of complaint and asking for compensation - as i see it they broke the contract and have left me with no phone or broadband from 31/1/13 until next week and not receiving calls for dear knows how long - telling me that i owe them money and it's twice my usual bill!! When i phoned to dispute it i couldn't get through as my old number isn't recognised!!

The customer service is awful and i'm really disappointed. I can only hope BT are better and in the meantime i have to do without internet - which is affecting my son's schoolwork and no phone. In the past i had recommended TT but now - AVOID!!:mad:

Seanymph

Talk Talk Man - can you confirm that you are part of the same company as Timetalk and supanet please?

mattyprice4004

Seanymph wrote: »

Talk Talk Man - can you confirm that you are part of the same company as Timetalk and supanet please?

Nothing to do with each other - totally separate entities.

Bodicea

I have just experienced EXACTLY the same as Jenny - I had a fault - so I thought - with my Talk Talk line; informed TT, then discovered I was disconnected and "sold" a new 12 month package with the proviso they would cover the connection fee (ha ha...). It will take them 3 weeks to set this up and besides their scam customer service, I want to leave but to join another company have to pay the connection fee. Simple question: how does one get compensation out of Talk Talk and is it easy just to now join another company before my new phone line becomes operative? If I had not been disconnected then the change over would be free. I am so furious with Talk Talk but now I know for sure it is a common scam they run. Is there no agency that can deal with this company? No ombudsmen? OfCom? I know... to may questions. I am just so furious.

Bodicea

smooshy9 wrote: »

"Talk Talk have disconnected them BT will need to send an engineer round to put in a new line and my parents will have to have a new phone number."

jenry16 - same thing is happening to me at the minute. It came to a head 3 days after I had reported a fault - (my phone wasn't taking incoming calls.) Next you know my phone was cut off and my broadband with NO warning on New Years Eve!!!! When I phoned these idiots I was put through about 5 different departments only to be told that i was cut off because of joining another service provider (BT) ........um no.

I had NOT looked at any other ISP's as i had been happy with TT until now. I phoned BT who were able to tell me that no request had come up for my number and that i should have been contacted before being disconnected. I had asked the same question to TT but they couldn't give me an answer. They also advised that i make sure i wouldn't be charged a cancellation fee and that TT are notorious for this sort of thing and failing to provide what they advertise. I then asked them to take me on as a customer with the hassle of having to let everyone know about a new phone number.

When i phoned back TT, after explaining my situation to 3 different departments, being offered another 12 month contract, some nonsense excuse about maybe they had received notice rom a different address(??) and a guy who couldn't get his phone to work - he assured me that the acc was closed and i wouldn't be charged.

Shock horror i received a bill yesterday after writing them a letter of complaint and asking for compensation - as i see it they broke the contract and have left me with no phone or broadband from 31/1/13 until next week and not receiving calls for dear knows how long - telling me that i owe them money and it's twice my usual bill!! When i phoned to dispute it i couldn't get through as my old number isn't recognised!!

The customer service is awful and i'm really disappointed. I can only hope BT are better and in the meantime i have to do without internet - which is affecting my son's schoolwork and no phone. In the past i had recommended TT but now - AVOID!!:mad:

THANKS FOR THIS - When I write my letter of complaint I can practically quote you word for word without having to compose my own as your case is identical to mine! The question is: what can any of us do about it without going back to Talk Talk?

Alfie51

The probably we have with Talk Talk is that on trying to move to sky I was told by Talk Talk that we had renewed our contract last September. That my husband had rung to renew, which he hadn't. When my husband rang and asked exactly when, he was told the 4th September. When he pressed for an exact time he we told it was Monday 3rd September 9.48am. When my husband explained that he was at work and in a meeting at that time and could they prove it . He was told he would have to pay £10. He asked if he would good it back when it showed he hadn't been in he was told no.
The he asked for the transcript and how much it would be to end the contract he was told yes and £49.
That was last Monday last week, no letter and sky still not able to take over the line.
Is this ethical or legal?

scum2k

Great news folks, this continues to happen, exactly as described above. To top it off, here is a snippet from the TalkTalk representative demonstrating their complete lack of ability and understanding of their job. Enjoy So how many more days until I can log this with OFCOM? They need to resolve the issue to my satisfaction right? I'm so utterly dissatisfied right now and keep getting told to wait another day. Told yesterday to wait 24 hours. Told today to wait 24 hours. Meanwhile... down at the ranch....

https://www.youtube.com/watch?v=CMSJKFD08Gg