Talk Talk disgraceful customer service

upallnight

A long story. My brother moved house under a housing association refurbishment ( to the house next door) around the 12th January and arranged with TT to move the service to the new property, however he could not keep his old phone number. When he acquired the keys to the new house he found that the master socket had been removed in the refurbishment so he phoned TT to tell them and asked them to hold off on the transfer until he had finished moving in and a new master socket had been installed. They told him that this could not be done as things were set in motion and could not be changed, but they would arrange for a new master socket to be fitted free of charge. He was cut off on the 17th January and so had to make phone calls from his expensive payg mobile. When nothing had happened by last Monday 28th January we phoned TT to ask when an engineer was calling to discover that nothing had been put in motion and eventually a lady called Sloppi (sp?) said she would get things started straight away, profound apologies etc., promise of free installation etc. They would phone him on his mobile etc. This morning, a week on, I phoned to inquire how things were progressing - guess what? Nothing had been put in motion, after being put though various departments I eventually got through to a "complaints manager", one Summit Kumar (sp?) who said he would phone my brother straight away to arrange an engineer call. A few minutes later my brother rang me to say that this Sumar fellow had asked him what the telephone no. was at the new property and when he said "I don't know, you should know that" Mr. Sumar told him he couldn't help him any further and put the phone down. I tried to get back to this person and was put on hold for 30 mins whereupon I gave up, My brother is going to move to Plusnet as he is totally fed up with the idiots in TT.
Some background facts :
My mother is registered blind and now partially disabled following a fall before Christmas and has to use a Zimmer to get around. She is supposed to have a lifeline -provided by social services, for when my brother has to go out shopping etc. This lifeline phone is currently lying idle. TT are aware of this but it doesn't seem to have galvanised them into anything resembling action.
They are an absolute disgrace.

upallnight

unbelievably, they are still sending my brother text messages hoping that his problem has been resolved, well it has but not in the way they think. Left hand, right hand etc. or possibly a**e/elbow syndrome.

mrgoat

My Grandma always said "buy cheap buy twice"

they are shockingly bad!

upallnight

I seems all the information I've imparted to TT has not sunk in, my brother received a bill this morning for the "service" since 18 January! This might well be computer generated but has no-one put anything on the system to say that he has cancelled the account. These people are mind-blowingly useless.

upallnight

My brother just called to give authorisation (yet again) for me to discuss his account ( a neighbour sat with my mother) and has just rushed back home. I was passed from Bushra in India who took the authorisation to Leanne in Loyalty who has put me on hold for the last 10 minutes. She tells me the contract is a new 12 month contract from 18th January ( my brother was certainly not advised of this) and it has not been cancelled despite previous phone calls. We seem to be getting nowhere with thes people, I am now on hold again for 5 mins. and counting....

upallnight

Was on hold for 12 mins this time, but now finally agreed that it's all finished and cancelled with nothing to pay. She couldn't explain why, originally, when my brother phoned up to request they put the service transfer on hold, he wasn't given the option to cancel the new contract ( he would then have realised it was a new contract, of course). Muppets, with apologies to Kermit, et al....

upallnight

The really funny thing was the Loyalty person offered to arrange for an engineer to call to install a new master socket, now where have I heard that before....?