Problems with TalkTalk

clivejo

I asked for a letter of deadlock to proceed with my case with the ombudsman, but instead I got a letter offering me £50 compensation, which is pretty offensive to be honest.

I have lost my land line connection over this and have had two years of lies and fob off's from TalkTalk. All I want is a working telephone line, which seems to be too much to ask from a telecom's company!

When you consider 24 months of line rental and the loss of my line, you really think £50 is reasonable and fair compensation? If I ordered a new line today, how much would that cost me? I'm guessing a lot more than £50!

bohohouse

Currently hacked off with BT so looked at this forum and read about your problems with TalkTalk. You'd think it would be easy to just get a basic service that's simple to operate and pay for wouldn't you? I had trouble with them in the past (nothing like what you've got) and went to BT. I think they're all as bad as each other. Advances in technology are supposed to give customers a better service and choice - what they don't tell you is that it's a choice between rubbish and really appalling rubbish. I'm about to jump ship to sky.Can't be any worse.

Steve_xx

bohohouse wrote: »

Currently hacked off with BT so looked at this forum and read about your problems with TalkTalk. You'd think it would be easy to just get a basic service that's simple to operate and pay for wouldn't you? I had trouble with them in the past (nothing like what you've got) and went to BT. I think they're all as bad as each other. Advances in technology are supposed to give customers a better service and choice - what they don't tell you is that it's a choice between rubbish and really appalling rubbish. I'm about to jump ship to sky.Can't be any worse.

Well you know these are isolated incidents. If you go from BT to TalkTalk you essentially have a BT line that TalkTalk administers and if that line goes wrong with either BT or TalkTalk then it is BT Openreach who are tasked to fix it. If you opt for Sky and it's not delivered via a cable then essentially you will have Sky on a BT Openreach maintained exchange line.

clivejo

And this is exactly where the root of my problem is with BT Open Reach. If they fixed my line like they are subcontracted to do, I wouldn't be in this situation today. But TalkTalk as my provider should have taken this up with BTOR on my behalf, but they didnt.

I have followed the procedures set out by TalkTalk and got nowhere, just passed from pillar to post. The last letter says I have a week to either agree to the £50 or they will close the case.

clivejo

Can anyone give me advice on how to go about a Small Claims case? I have the forms here but they want an exact figure, how do I calculate this and what is reasonable?

It says to list all expenses related to the case, does this include time spend waiting on engineers, time on hold to support staff, as well as a refund of line rental for the time period of the fault?

Do I list future costs, like how much it will cost me to get a 'new' line installed via BT or whoever?

Steve_xx

clivejo wrote: »

Can anyone give me advice on how to go about a Small Claims case? I have the forms here but they want an exact figure, how do I calculate this and what is reasonable?

It says to list all expenses related to the case, does this include time spend waiting on engineers, time on hold to support staff, as well as a refund of line rental for the time period of the fault?

Do I list future costs, like how much it will cost me to get a 'new' line installed via BT or whoever?

Yes you could include all reasonable costs and these should be detailed in the action. I'm not sure that you could sue from provision of a new exchange line.
In view of what you have said I would not think it unreasonable to sue for all of the line rentals from when the problem started.
But before you start with any such action it would be advisable to write to TalkTalk stating that you want whatever amount of compensation you arrive at, explaining how you have arrived at that figure, and then allow them a reasonable period from the date of your letter to respond. Keep copies of this letter. That way the court will see that you have made best endeavour to resolve your dispute without resorting to court action first.
If TalkTalk fail to respond the issue a final letter saying that if you hear nothing from them with two weeks that you will commence proceedings.

clivejo

I had replied to the CEO contact that I thought £50 was an insult, and all I wanted was a working telephone line, I got this email is response.

Dear Mr *,

Thank you for your e-mail.

Callum did raise a complaint to Openreach but the response that he received was that we had to report the fault to our service management centre, this would only be possible if you were still a customer of ours.

I have gone through the history and I can see you had many faults regarding your service and I apologise it hasn't been an acceptable standard.

We treat all faults with the highest of priority but the speed of the engineer visit or a fault being resolved varies from case to case and sometimes matters occur beyond our control.

As our terms and conditions state we do not compensate for time, stress or loss of earnings. Our terms and conditions are readily available on the TalkTalk web site. The final amount of compensation I can offer will be £100 as you have already received a credit of £50. If you feel that this is not a reasonable offer then could you provide me with a total and a breakdown of the compensation you are seeking.

No mention of providing me with a working telephone line, I guess that's off the table. :rotfl:

Its nice to see that only now, after two years they are finally going through my history of faults!! Talk about hitting your head on a brick wall.

Steve_xx

clivejo wrote: »

I had replied to the CEO contact that I thought £50 was an insult, and all I wanted was a working telephone line, I got this email is response.



No mention of providing me with a working telephone line, I guess that's off the table. :rotfl:

Its nice to see that only now, after two years they are finally going through my history of faults!! Talk about hitting your head on a brick wall.

Right, the last line of their response is an open invitation for you to detail the amount of money that you think is an appropriate level of compensation. Take full advantage of this invitation before you consider court action and be sure that your claim is inclusive of all of the line rentals from the point at which you started to have problems. In the light of the ongoing problems that you have had they ought to consider an ex gratia payment to you, in additional to the level of compensation I mentioned above

clivejo

Steve_xx wrote: »

But before you start with any such action it would be advisable to write to TalkTalk stating that you want whatever amount of compensation you arrive at, explaining how you have arrived at that figure, and then allow them a reasonable period from the date of your letter to respond. Keep copies of this letter. That way the court will see that you have made best endeavour to resolve your dispute without resorting to court action first.
If TalkTalk fail to respond the issue a final letter saying that if you hear nothing from them with two weeks that you will commence proceedings.

Unfortunately, I really have lost my patients when dealing with TalkTalk, they just dont want to deal with it. When I think I'm on the verge of getting it sorted, they wipe the table clean and pass me to another CEO contact. All previous agreements then are scrapped and we go through the whole process again. The last contact Callum promised me he would demand an explanation from BT OpenReach, and could do this because he's a manager in the CEO's office. Now he has totally disappeared and I've got ANOTHER contact. When someone makes a promise to me I expect them to follow through, not fob me off.

One thing I do find confusing is that my old contact and my new contact share the same last name and both claim to be Manager in the CEO Office *confused*

clivejo

Steve_xx wrote: »

Right, the last line of their response is an open invitation for you to detail the amount of money that you think is an appropriate level of compensation. Take full advantage of this invitation before you consider court action and be sure that your claim is inclusive of all of the line rentals from the point at which you started to have problems. In the light of the ongoing problems that you have had they ought to consider an ex gratia payment to you, in additional to the level of compensation I mentioned above

The only compensation I want is a working line! Which I've asked for over and over again!