TalkTalk Customer Service - Forum

bod1467

You missed a digit.

0870 444 1820 --- 01925 556467 --- Retentions, Also Package/Contract re-negotiation & Order cancellations

No point using an 0870 number when there's a geographical number you can use.

whisper67

Hi

This is my first post,so please be gentle with me, and my first and last time dealing with Talk Talk

I registered with Talk Talk to change my phone and broadband to them on 31st October, paying the upfront line rental of £114, and was immediatly sent an e-mail giving me an order number and joining details. I heard nothing from them for two weeks, when I rang to inquire as to the status of my switch I was told that the order had been cancelled due to a problem with my line. The problem, I was told, had been "upscaled" to be dealt with and I would receive my router and go live date shortly, after this conversation I contacted my bank who informed me that Talk Talk had taken the £114 from my account on 3rd November. When again I heard nothing I rang customer services only to be told, once more, that my order had been cancelled this time due to a problem with my previous supplier. At this point I asked if they could refund me the £114 line rental but was informed that there was no record of the transaction, even though I furnished them with their own order number and a ref number from my bank showing that a payment had been taken from my account. I was on the phone for nearly 3 hours and still did not get the matter resolved. I was told to ring back in 7 days time!!!!!!!!!!!!! Any help in this matter would be gratefully received. Thank you for reading my long moan.

AnnieD_2

Sorry I haven't read through all of this thread but I had to laugh and post a reply on reading about how seriously TT take their data protection. I joined TT giving only my details after my husband moved out but the account was opened in his name even though his details were never mentioned when the account was opened (because he bought something from car phone warehouse about 3 years before!!). It took months and was a total nightmare to recify. I think I had to mention data protection and maybe even Watchdog for anything to happen. They wouldn't talk to me because I wasn't the account holder!!! Very happy to take money out of my account thought, funny that!
It made an already bad situation even more difficult. So why am I still with them?? That may change as having more problems now and customer service hasn't improved at all.

TalkTalk

Hi Bod,
THanks for picking up on that, ive amended my post to reflect the correct nubmer.

@ Whisper67, If you join the TalkTalk Members Forum we can look into the details of your issue and advise you further on this matter.

@Anne - Are there any specific issues you require suport with at present? In regards the matter you described I recall instances where this did occur (i.e the wrong name when signing up) due to a system issue that was identified and resolved.


It shouldnt however have caused you such greivance to rectify this issue as the oringal order (either via telephone or online) would contain the details you registered, this should have been checked to verify the name the order was placed in, which would overcome the issue of data protection.

Regards

Mark
TalkTalk Online Community Department

joe134

TalkTalk_Company_Representative wrote: »

Hi Bod,
THanks for picking up on that, ive amended my post to reflect the correct nubmer.

@ Whisper67, If you join the TalkTalk Members Forum we can look into the details of your issue and advise you further on this matter.

@Anne - Are there any specific issues you require suport with at present? In regards the matter you described I recall instances where this did occur (i.e the wrong name when signing up) due to a system issue that was identified and resolved.


It shouldnt however have caused you such greivance to rectify this issue as the oringal order (either via telephone or online) would contain the details you registered, this should have been checked to verify the name the order was placed in, which would overcome the issue of data protection.

Regards

Mark
TalkTalk Online Community Department

Hi,I am with AOL, 6 years, now you own it;;;;Was thinking seriously of changing my BT line and AOL BB+phone account over to you, BUT, reading this thread, It,s put the fear of god into me;;;The only 2 things I have problems with @ AOL, are.;;;SPEED;;;LOGGING ITSELF OFF;;;;Been on techie site prior to this for days to decide;;Wish I had looked on here first before I put all the excellent techies to so much trouble;I know they read these so sorry guys and thanks;;;;I think you have made the decission for me;;;;;in seconds;;;;When a company needs a full time rep on a blog for complaints, something is badly wrong....I can ring AOL, and get through no problem, and they help;;;Better the devil you know;For a while;;;;Keeping my BT line separate from BB seems I made a good move;Don,t put all your eggs in 1 basket, even if it,s cheaper;:j

mikeyranson

I strongly advise everyone no t to take out a aol or talk talk package out. You can never get through to customer services and you will, like me, spend upto or over 4 hours on hold trying to cancel. I have lodged several complaints and none have been followed up. I cancelled my direct debit and aol opened the account up again and took out money again. You cannot get through to anyone at all. they will put you on hold and hold and hold. You will bounce around the globe like a ping pong. Their customer services are the worst. I'd love to hear from anyone else who has suffered like i have. PM me please.

joe134

mikeyranson wrote: »

I strongly advise everyone no t to take out a aol or talk talk package out. You can never get through to customer services and you will, like me, spend upto or over 4 hours on hold trying to cancel. I have lodged several complaints and none have been followed up. I cancelled my direct debit and aol opened the account up again and took out money again. You cannot get through to anyone at all. they will put you on hold and hold and hold. You will bounce around the globe like a ping pong. Their customer services are the worst. I'd love to hear from anyone else who has suffered like i have. PM me please.

Hi, Sorry to dispute your advice..as I am with AOL, 6 years standing, apart from speed problems , I cannot fault them..I am thinking of changing, but not because of CS.. NEver had any trouble getting through, and always helpful;;TT is something I was looking at, although same company, different set up;Since TT took AOL over, things may have changed for new customers, I don,t know??
What I,ve read on here regarding TT, not for me;;sooner stop with AOL, even with speed issues;;So I think you may be generalising a bit too much;;:(

TalkTalk

HI All,

Jsut to clarify we dont have a full time agent here. This falls within the support scope of the Online Community Department who manage support via our forum (for both TalkTalk and AOL customers) and via Facebook, Twitter and various other third party forums. This is just a matter of being proactive to identify support matters as early as possible.

Regards

Mark
TalkTalk Online Community Department

donny-gal

I have an old email account for when I was with Worldonline, obviously since then it went firs to Tiscali, and now to yourselves. Can I still access this or is it now dead, and if so how?

Thanks
DG

bod1467

http://www.talktalkmembers.com/forums/showthread.php?t=72724

Yet another TT forum member who could have got a quicker resolution if they had phrased their initial post differently.