Problems with TalkTalk

clivejo

For about two years now I have been having an intermittent fault on my land line. Basically, any time the weather gets nasty (wind and rain) my line becomes unusable. As I'm with TalkTalk I report the issue to them, who then relay the information to BT Openreach. I have had several engineers attend who report different things. Some come and leave again due to there being no noise when they attend (and try to charge me £99!!), some say they have found the issue and 'fix' it, only for the fault to return! The last engineer told me that my line was obviously damaged and I would need a new one, due to there being no spare/free pairs. However he said its unlikely BT will do this (due to there being 8 miles of cables). Even though this engineer spoke to me about this and even called his boss about it, the job was closed and marked as fixed with TalkTalk. The complaint is with TalkTalks CEO's office and Im not getting anywhere with them! Any suggestions on how to resolve this?

TalkTalk

Hi Clivejo,

You issue is being handled with the CEO's Office.

If you are not happy with their reponse then you can request a full and final letter, which will allow you to progress the matter to the ombudsman. Details of this process can be found in the Code of Practice on the TalkTalk Website.

Regards

Mark
TalkTalk Online Community Department

clivejo

TalkTalk_Company_Representative wrote: »

Hi Clivejo,

You issue is being handled with the CEO's Office.

If you are not happy with their reponse then you can request a full and final letter, which will allow you to progress the matter to the ombudsman. Details of this process can be found in the Code of Practice on the TalkTalk Website.

Regards

Mark
TalkTalk Online Community Department

I am well aware it is with the CEO's office. Who may I add have been ignoring my answer phone messages (both contacts) Its been with them on and off for a considerable time. I rang the head office number yesterday and finally got to speak to someone (a totally different contact this time). Now TalkTalk told me you dont have a direct number to contact your head office, yet I found one on a very helpful website, yet another little white lie! The last time the issue was 'fixed', even though the BT engineer told me otherwise and the case was shut down.

I have followed TalkTalks 'procedures' and they dont work! You can argue that they do, but your a TalkTalk employee, your paid to do this.

At the end of the day, between my father and myself we have had this line for 30+ years, paying so called 'line rental'. In return I expect a working telephone line :mad:

I posted this as a request for help from other members of this forum, maybe in the same position at one time or another. Maybe you should add a clause to your contracts that customers will be kept like mushrooms and forbid them from complaining?

GDBD59

You say your line is 8 miles long. Presumably you are not the only customer on that 8 mile stretch. How long is your individual line to the nearest junction, & is it overhead or underground? Do you know if your nearest neighbour gets problems too? Describe the fault symptoms. Intermittent faults are the bain of field engineers lives, - & the more rural, the worst.

TalkTalk

Hi CLivejo,

Customers are free to complain if they wish. Details of the Compalints process can be found on the TalKTalk Website.

In regards to the fault our contact on the TalkTalk Members Forum has been solely related to assisting you migrate your services away from TT to a VOIP provider. An error occured and we have been providing advice regarding this.

If you want us to investigate the fault we are more than happy to, you just need to make this clear in your forum thread.

With regards the CEO's Office agents are not in the office 24/7. They work office hour shifts and are entitled to annual leave. As such the agent eealing with your request previously may not be in the office at present, hence this has been picked up by an alternative CEO agent.

If you would like to update your TTMF thread and confirm what aspect of the issue you would like support with, either migrating the number to a VOIP provider or resolving your fault with TalKTalk. In either case we are happy to help but im sure its evident that the two requests are not compatible, as if you elave we cannot investigate a line fault.

The length of the line is a considerable factor and as GDBD59 has correctly advised such faults can be more problematic to diagnose and resolve, than in the case of a total loss of service.

In regards to TalkTalk's procedures wokring they should work, however any process or procedure may be subject to fail due to unforseen circumstances. Where such matter occur alternatives can be explored.

Regards

Mark
TalkTalk Online Community Department

clivejo

GDBD59 wrote: »

You say your line is 8 miles long. Presumably you are not the only customer on that 8 mile stretch. How long is your individual line to the nearest junction, & is it overhead or underground? Do you know if your nearest neighbour gets problems too? Describe the fault symptoms. Intermittent faults are the bain of field engineers lives, - & the more rural, the worst.

No Im not the only customer. My mum and I actually share the last part of the line, she is also with TalkTalk and no problems. The problem seems to be that there are no 'spare pairs' The line is basically full and sharing technology is being used a DEC or something he called it. An engineer did suggest swapping a pair, but that would just move the problem to one of my neighbours. Its all overhead cable for at least 7 miles.

The fault starts with wind and rain, as a crackling on the line. It gets worse and worse until I cant use it. However, the fault tends to disappear any time an engineer is sent out to look at it and the engineers leave saying its fixed. I took a recording of this and its on my post over on the TalkTalk Forum. BT have replaced my face plate, re-terminated the drop wire on the pole. They said that over time the wires can corrode so they cut the wires back an inch or so and using a new terminal box reconnected it. They also replaced the last section of my line back to the last junction box.

I think BT aren't willing to fix this for me, and keep referring back to TalkTalk. Because Im a TalkTalk customer I have to vent my frustration at them. I got so angry after the last engineers visit I wanted to leave TalkTalk, which is what Mark is talking about. But even that has been a head banging on wall experience. I dont want to give up my landline, but I have no options left! I cant put up with the fault as it seems to be worse in evenings and night when I want to use my phone. Everytime I report it I get transferred to a callcentre, god knows where, with my accent and theirs it takes forever to communicate the simplest of information. I then have to go through TalkTalks fault process ie connecting a wired phone, doing a line test, agreeing to call out charges etc Its got beyond a joke.

clivejo

TalkTalk_Company_Representative wrote: »

Hi CLivejo,

Customers are free to complain if they wish. Details of the Compalints process can be found on the TalKTalk Website.

In regards to the fault our contact on the TalkTalk Members Forum has been solely related to assisting you migrate your services away from TT to a VOIP provider. An error occured and we have been providing advice regarding this.

If you want us to investigate the fault we are more than happy to, you just need to make this clear in your forum thread.

With regards the CEO's Office agents are not in the office 24/7. They work office hour shifts and are entitled to annual leave. As such the agent eealing with your request previously may not be in the office at present, hence this has been picked up by an alternative CEO agent.

If you would like to update your TTMF thread and confirm what aspect of the issue you would like support with, either migrating the number to a VOIP provider or resolving your fault with TalKTalk. In either case we are happy to help but im sure its evident that the two requests are not compatible, as if you elave we cannot investigate a line fault.

The length of the line is a considerable factor and as GDBD59 has correctly advised such faults can be more problematic to diagnose and resolve, than in the case of a total loss of service.

In regards to TalkTalk's procedures wokring they should work, however any process or procedure may be subject to fail due to unforseen circumstances. Where such matter occur alternatives can be explored.

Regards

Mark
TalkTalk Online Community Department

Mark, you are just adding to my frustration by posting rubbish. Please see thread # 45762 and 67657 on the TTMF. You actually replied to me in July 2010 regarding this same issue. That's how long this has been going on! This is why Chris was assigned as my CEO contact. We discussed options and I choose to leave due to the fault. It was the only way I could see to retain my number. Chris gave me the information needed so I could fill out the porting application. He incorrectly told me that TalkTalk owned the number, when in fact it is a company within the BT Group. TalkTalk resells the product via BT. Im still trying to establish which company actually owns the number as they are now totally separate companies. I believe its either BT Wholesale or BT Openreach, but I need to be sure as it costs £20 per port attempt. Chris then decided to close my case and ignored my messages to please call me back, as with your other contact Alex.


After a week or more of leaving messages I found the head office number on the website, which I called and asked to speak with Chris. Although Chris was apparently in the same office and was at his desk, I got this new contact called Callum.


I honestly am starting to think this is TalkTalk stalling things. Once I get a contact 'up to speed' on the issues I get moved and have to start the process all over again.

I dont want to leave, most of my family are with TalkTalk, but your inability to fix problems is pathetic. My first ever contact with your Customer Service was soul destroying. It took over six months to stop you sending letters and calling my father who had passed away. I was assured on numerous occasions it was 'fixed' and it wasn't! See threads 45409 and 52602

clivejo

Im sorry for turning this thread into a slagging match between myself and TalkTalk. I will ignore Marks comments in future.

My question on this forum is if anyone has had this same problem and how was it resolved?

Is there any way to bypass TalkTalk and talk directly to Openreach to try and get my line fixed once and for all.

Another point is that I cant get broadband down my line, which is also the case for my neighbours. BT have been promising broadband rollout in the area for years, but how can I check if they are going to do my line? If they brought fibre to the nearest cabinet, would they renew the line to me then? There is a cabinet enabled about 2 miles from me, but it serves a neighbouring exchange, could we be connected to this?

GDBD59

PM answered

clivejo

Thanks GDBD59, in reply to your PM.

The line passes numerous trees and it is being suspended by the branches. BT have not touched these lines in years. One engineer actually said there are poles he was not 'allowed' to climb saying they are condemned! I dont know how he knew that, but he couldnt climb them.

The other green cabinet is about 2miles following the road. This line comes within 1/2mile of my house, but Im on a different exchange. There are definitely 10+ of my neighbours who would like broadband but cant get it, due to being on the edge of the wrong exchange!

Basically this fault means I am being forced to give up my landline. BT/TalkTalk wont fix it for me, after months of contact with the CEO office. They will send out more engineers but its the same story. I waste half a day waiting on said engineer, he then says nothing he can do and closes the ticket as being fixed. TalkTalk then tell me the fault is fixed and apologise for the inconvenience. Then the whole thing has to be started again from scratch.

Just watched a BT advert on TV, Northern Irelands fastest broadband provider!! 8 times faster than the Northern Ireland average! What is the NI average?

I guess they are correct in my case. 8 times faster than nothing is still nothing!! Well done and congratulations BT!! :T I see the millions you received from DARD and DETI has been well spent.

rossi_nut_46

I have just sent a recorded delivery letter to ceo dunstone, i have been with talktalk 18 months , the first year was fine but sinve i renewed i have had problems with my broad band, i have been asked to "borrow a neighbours modem" and still they cant find this intermittent fault i can be online then it just disconnects.Well on Friday after losing connection again i rang initally it was uk then got transferred to india, this person Ali who said he would try to help didnt i said i would ring someone else he would not allow me to disconnect the calleven though i had my end, i kept trying to ring out only to hear him still on the other end, i asked why he was still on the line and he sais he wasnt allowed to put the phone down, i tried 5 times even taking thew cord out ofd the socket but he was still there, i hyperventalated as i couldnt make any calls, i ended up calling talk talk from my mobile to get the to speak to the guy on my landline after putting both phones together i went into hysterics of crying as Ali wouldnt put the phone down even to another talk talk rep. the man on the mobile suggested again to disconnect from the socket for at least 10 minutes, and this resolved it, i am now in the process of making a formal complaint and hopefully this call was recorded but somehow i think it would be deleted.