TalkTalk Customer Service - Forum

bod1467

Just a piece of advice for anyone trying to help a friend or relative deal with TalkTalk at their forums ... TT staff will not deal on the forums with anyone but the registered account holder (even if that person is dead! judging by some threads).

(Assuming the account holder is in fact alive, and they trust you to act on their behalf), help the account holder to setup a forum account then YOU use the account to get TT to do what needs to be done. When posting, do not say that you are not the account holder.

Based on several threads I've seen on TTMF, doing the above would greatly help the people wanting assistance but who would otherwise have to deal with (what appears to be) truly awful telephone and email/mail based customer services.

Is this legally right? Probably not.

Is it morally right? Probably, as long as the account holder agrees.

Would TT even know? Unlikely unless the person making the post drops themself in it.

TalkTalk

Hi Bod,

We’re happy to deal with non account holders on the forum, within the confines of the Data Protection Act. There are multiple instances of this on the forum where we know the forum user is a non account holder and we are able to assist with general advice.

When Account access or changes are required this can only be authorised by the Account Holder, no matter what communication medium you use.

We take data protection and data security very seriously and as such certain actions can only be requested/authorised by the account holder.

In terms of third party access we can raised faults as necessary by non account holders. However if a home visit is required from an engineer there is the potential for Time Related Charges. As this is a chargeable change, for obvious reasons this can only be authorised by the person financially liable for the account, i.e. the account holder.

In regards bereavement there is due processes in place this and numerous instances on the Members Forum where we have taken relevant actions in regards to customer bereavement. Of course the account holder cannot request this personally given that they are deceased, so im unsure how this example would work in terms of "pretending to be the account holder".

Where account holders require someone to act on their behalf there is legal process for this (Power of Attorney) of which we also adhere to via the Forum.

In summary there are three main types of contact

A) Account holder - the account holder is authorised to take any actions on there account
non account holder, no password - can report faults on a line, however cannot request any changes to services and we will not release ANY data we hold to a non account holder without a password
c) non account holder, with password - we can raise faults as above, we can also release limited information from the account (non financial based) however no changes or charges can be authorised by non account holders.

I hope this clarifies the reasons for various processes and what non account holders can and cannot access.

As for non account holders attempting to pretend to be the account holder, we have various process in place to check this. As such it is not advisable to attempt to mislead the forum OCE by pretending to be the account holder. This can result in permanent rejection for the forum on the basis of attempted Data Protection Breaches.

Regards

Mark
TalkTalk Online Community Department

bod1467

http://www.talktalkmembers.com/forums/showthread.php?t=70734 ... Account holder's partner could have reached a resolution FAR sooner following my suggestion.

http://www.talktalkmembers.com/forums/showthread.php?t=71222 ... 85-y-o neighbour could have had issue resolved via forum following my suggestion.

I accept TT require DPA clearance (to cover themselves really, not their customers), and I did say following my suggestion is legally questionable, but doing so would make lives much simpler for certain account holders - WITH THEIR PERMISSION.

Bottom line - if an OCE sends a PM requesting DPA information, and the account holder gives this info to their family/neighbour to respond on their behalf using the forum account setup for the account holder, the OCE is not going to have a clue that it is not really the account holder that is responding.

PS - I knew you wouldn't be able to resist replying.

TalkTalk

Hi Bod,



Although you feel breaching DPA may resolve issues quicker this doesn’t make it right. The correct methods should be followed where relevant, including non account holder access. Attempting to breach DPA is illegal and can lead to some serious consequences. As such it’s not a good idea to advise people to break the law, particularly in a public forum such as MSE.



We aim to help every customer who seeks help via online forums & social media however it is vital that we adhere to the law to cover ourselves but more importantly protect our customers.



Regards


Mark
TalkTalk Online Community Department

philip

HELP!!!!!!!!!!!!

switched from BT toTalk Talk. Phone line activated but no broadband.
BT took down my broadband 31Oct. I had given MIG code to Talk Talk, but apparently when they tried to activate broadband, because it had expired(don't know why) MIG was rejected by BT.
BT say they cannot give MIG code now as no broadband on my line, Talk Talk say they cannot do anything without MIG code.
Numerous phone calls back and for but an getting nowhere. am relying on expensive mobile broadband now.
(And please no smart arsed comments about my lack of judgment in transferring toTalk Talk)

bod1467

MIG code? Do you mean MAC code?

philip

Yes of course. MAC code I meant.
Just to repeat my original plea.

Moved phone and broadband to Talk Talk
Phone ok
Broadband deactivated by BT 31 oct
Talk Talk promised broadband by today, but have discovered MAC code rejected by BT so no broadband.
Numerous phone calls toady...BT say no MAC code needed now as I have no broadband.
Talk Talk say MAC code needed.

Is there someone out there who can help please.

bod1467

Probably best to register on the member forums - http://www.talktalkmembers.com/forums/index.php - That'll be the best way to get help. Even the TT rep here on MSE will suggest this. Note the following registration process step:

Note: Before you register you need to provide us with your TalkTalk phone and account number, this should be done via the forums contact us form. We will get back to you once your details have been validated

TalkTalk

Hi Phillip,

The MAC code is required if there is whats known as a Tag on the line.

Even if the BB service has been cancelled the tag can remain present.

There are two options in this circumstance. Either using a MAC code, or getting the current ISP to remove the tag from the line. This will mean the new ISP (ie TalkTalk) can place an order.

The purpose of the tag is to stop your BB being transferred to anotehr supplier without your knowledge, which the MAC code process is designed to accompany (as only the account holder can request a MAC and the MAC needs to be given to a new supplier to take over an exisiting service).

If you register on the Members Forum wew can look into this in more depth.



Regards

Mark
TalkTalk Online Community Department

XXSCOTSLASSXX

(Foolishly) signed up to talk talk today after a doorstep visit from 2 advisors, anyway this was 11am.... was advised by advisors I could cancel within 14 day cooling off period, after having a look online etc have decided its not for us. We are currently with BT yes its expensive however have never had an issue with the service. I work from home a lot and need a reliable service, therefore am going to stay where I am...why change what aint broke eh?

Anyway called the number I was left maybe 10-15 times today left holding for most of time, was answered twice however promptly cut off when explained wanted to cancel.... worried now cancelling within the 14 day cooling off period wont be as easy as had initially thought and been advised!

Unable to access the forum as dont have account number etc, was advised Id receive email from talk talk however this hasnt been received, also did not receive any welcome pack from advisors that were here, when I check speed checker on the website (was hoping for a callback!) it states we already have an active account!?!..... any advice on best way to go about cancelling within the 14 days?

TalkTalk

Hi Scotslass,

The cancellations team can be contacted on the 0870 444 1820 number.

If you signed up on the 19th then the transfer orders will not have completed as of yet (it can taken around 5 wokring days), as such you can contact your current ISP and request they cancel any requests to migrate your service. This will rpevent TT from completing any orders if you are having difficulties cancelling with us.

Regards

Mark
TalkTalk Online Community Department