Talktalk nightmare

skysthe_limit

Having decided to change suppliers from the above to Sky I was told to contact talktalk for a mac number which it transpired Ididn't need.At this point I was informed that I would be charge £189.70 for leaving as I had supposedly agreed to a new 24 month contract in exchange for 6 months half price calls.I have absolutely no recollection of this and despite many requests I have been refused evidence.What makes the situation more ridiculous is that I was already getting FREE local calls so in reality my call charges would have RISEN by 50%
Over the weekend I literally spent hours on the telephone trying to resolve this and all they seem to want to do is offer a further 6 months half price calls.I dont think that I have ever dealt with a more unhelpful company and the whole situation is very frustrating and quite stressful.It is like being held to ransom with your hands tied behind your back :mad:

Any useful advice would be greatly appreciated.


Incidentally their call centre is based in the Phillipines

macman

Any change in tariff will normally start you on a new contract.

TalkTalk

hi skysthe limit,

As macman has advised most often a change of tariff will also come with some form of discount and a new contract term.

If you are disputing the contract term we can look into this in more detail. please join the TalkTalk Members Forum where we can look at this in more depth.

Regards

Mark
TalkTalk Online Community Representative

m0n3y54v1ng

hi can someone help me pls, ive left vm , coming 2morrow for their box, and im looking for a new phone+bb provider thinking towards talktalk but im nt sure i have a line. when i got vm years ago (9) their eng. ripped the bt phone socket out saying i wont need it. the phone wires from the post are still there outside the house below the window hanging but need to now if talktalk will charge for a new line or is it free or how much. nothing on their site but to ring them and im not a good talker. if someone or their rep. can advice much appreciated. cheers

macman

You won't be charged for a new line, but you probably will be charged for a replacement NTE5 at £130 (minimum cal out charge). It makes no difference anyway as the reconnection charge and new line provision charge are the same. The master socket is BT's property and should not have been touched by VM, so they will view that as user-inflcited damage, and thus chargeable.

m0n3y54v1ng

thanks macman for the reply i kinda was a bit annoyed when the VM eng. ripped the socket, i new i would one day need it, and to be honest this 'New Line' charge i've heard from somewhere else aswell kept me with VM for so long in the first place. i guess may have to stick with them now cant really afford this charge.

macman

There are plenty of telcoms dong line provision cheaper than BT's standard charge though.

TalkTalk

Hi m0n3y54v1ng,

As Macman advised there are a number of companies that will perform new line installs.


TalkTalk Often run promotions on the new line fee to give reduced connection rates. You can contact the sales team to query if there are any active promotions at present to take into consideration as you consider your options.

Regards

Mark

skysthe_limit

Thanks for your replies but I would restate that I NEVER agreed to any new contract and was already receiving free local calls etc so to enter into a new contract with no benefit to me would have been mindless.The fact that taltalk are refusing to provide any evidence of the call/letter or contract makes you suspect that this could be a ploy to tie existing customers to them for long periods as apparently customers are leaving in droves!

TalkTalk

HI Skyisthelimit,

Were not talking about the contract term, but the terms of the contract, i can appreciate any misunderstanding.

Although during aquisition the contract term may remain the same, however the details of the Terms and Conditions will have changed.

TalkTalk's terms and conditions have always stated that if LLU is available your line will be migrated at the earliest opportunity. When TT aquired Tiscali and your account you were sent a letter detailing the potential changes and referring to the TT website for full T&C's. It is at this point you were notified of the change in terms and conditions including the LLU upgrade.


We can investigate into this should you wish if you join the TalKTalk Members Forum.

Regards

Mark

BlueFox

skysthe_limit wrote: »

Having decided to change suppliers from the above to Sky I was told to contact talktalk for a mac number which it transpired Ididn't need.At this point I was informed that I would be charge £189.70 for leaving as I had supposedly agreed to a new 24 month contract in exchange for 6 months half price calls.I have absolutely no recollection of this and despite many requests I have been refused evidence.What makes the situation more ridiculous is that I was already getting FREE local calls so in reality my call charges would have RISEN by 50%
Over the weekend I literally spent hours on the telephone trying to resolve this and all they seem to want to do is offer a further 6 months half price calls.I dont think that I have ever dealt with a more unhelpful company and the whole situation is very frustrating and quite stressful.It is like being held to ransom with your hands tied behind your back :mad:

Any useful advice would be greatly appreciated.


Incidentally their call centre is based in the Phillipines

I was in exactly the same situation earlier this year, albeit just for BB. No-one at TT was willing to help and pretty much told me I was in a contract so tough!

That wasn't good enough though so I took it to the top & emailed the chief exec & surprise surprise the whole situation had been resolved within a week or so. They agreed I could move without any penalty charges whenever I wanted.

If I were you I would email the ceo Dido Harding dido.harding@talktalkgroup.com and explain the problems in as much detail as possible including names of people you have spoken to & dates & times of calls etc. Say in the email you want a response by a certain date & you should start getting somewhere.

Good luck