I thought I had covered all bases (talktalk)

macman

There has always been an 'install' charge of £50 on this box. In reality, they just plug it in.
That way they can still headline it as a 'free' YouView box.

sywolf

I have just put in my SAR request although I had to use an email address from thier website - the one which Diamonds supplied doesnt appear to work at present.
I can appreicate the installation charge - But as I was not told about this and told that if I added a TV package it would be free i dont see why I should pay to have a box installed or end my contract.

Does anyone know if I will have any luck with no evidence and an assertive attitude - I got a feeling this is a no but it would be helpful to know.

borkid

stirk wrote: »

Does anyone know if I will have any luck with no evidence and an assertive attitude - I got a feeling this is a no but it would be helpful to know.

My husband did last year. He renewed/continued a contract with them after he was told there would be no cancellation charges. We had our house for sale but at the time didn't have a buyer. When we moved we wanted to change supplier but Talktalk wanted to charge £300 or so cancellation fee. Eventually after about 6 weeks and speaking to various people they 'found' the recording of the intial telephone conversation and agreed to waive the cancellation fee. It was only when he finally escalated the complaint that it was resolved.

You have to be very determined, polite and make a note of all times and people involved. He did make a point of getting the full name.

Hope you get it sorted.

TalkTalk

Hi stirk,

If you join the TalkTalk Members Forum or Tweet us @TalkTalkCare we can investigate into this.

Agents should be making customers aware of the £50 installation fee relevant to TalkTalk Plus TV. During installation the engineer doesnt just connect the box, they will also give you a demonstration of the service working, its features and benefits. In addition to this they will also conduct an optimisation of the connection to ensure you get the best viewing performance you can. The actual Youview box itself is however free, this comes with a renewed contract term.

If you contact us on the above methods we will be happy to look into any call recording and the exact details that were discussed.

Regards

Mark
Online Community Department