Talk Talk Broadband Faults an Indian Call Centre Nightmare

mickW_2

Talk Talk is cheap but BEWARE. I went with them for phone and Broadband 29.4.13. Stopped working in July and I was on the phone for an hour to an Indian Call Centre before they would pass it to BT who sorted out the fault at the exchange after 2 days. Then on 4th Sept 2013 stopped working again this is with a brand new BT installed line direct to my computer. Download speed ok but upload speed zero. Spent an hour to Indian call centre who refused to request BT engineer then half hour with supervisor who finally agreed. Got a text 2 days later to say no fault found. I texted back NOT FIXED and then rang them again to get a call centre In SOUTH AFRICA and after 20 mins the lady put me through to YES YOU GUESSED - INDIA. The Indian lady could hardly speak English and when I said I could not understand she hung up on me.
The next day I managed to get a UK office at Warrington where an English man was able to discuss the problem and request a home visit by BT. Only one thing one week's wait for the next appointment. So 2 weeks without broadband so far. They sent me another router but that is just the same. I was with Sky for 2 years and never had a problem. WILL BE LEAVING TT AT END OF 12 MONTHS CONTRACT CHEAP BUT RUBBISH

cootuk

Raise tickets in the online forums, don't bother with the call centre

ILW

Talk Talk.
Nothing more needs to be said.

mickW_2

10 days without any internet now. Apparently on broadband speed test checker the average upload time with Talk Talk is only 0.5 compared to 9.8 with BT even PLusnet is 6.7 so say no more

George_Michael

Mick, your problem sounds almost identical to a recent one I had with TalkTalk, which I posted about yesterday:
http://forums.moneysavingexpert.com/showpost.php?p=63150799&postcount=21

When the TT systems detect a wiring or exchange fault, they will reduce your internet speed and this will be set at a very slow speed to try to ensure a stable connection and even when the fault is rectified, the speed cap is not automatically removed.

If this is what has been done to you, it's not worth getting another visit from BT as the internet speed can only be reset by a TT service engineer.
The one who called at my house did this in less than a minute (for a fee of £55). All he had to do was to connect up to the server through my router, press a couple of buttons and the job was done.

Terry98

George_Michael wrote: »

Mick, your problem sounds almost identical to a recent one I had with TalkTalk, which I posted about yesterday:
http://forums.moneysavingexpert.com/showpost.php?p=63150799&postcount=21


The one who called at my house did this in less than a minute (for a fee of £55). All he had to do was to connect up to the server through my router, press a couple of buttons and the job was done.

Have you asked TalkTalk to refund the £55?

George_Michael

Terry98 wrote: »

Have you asked TalkTalk to refund the £55?

No. I've already started making arrangments to move to Plusnet so I doubt very much if they will give me the money. (I've just checked my bill and it was actually £50 and not £55 for the service visit).

mickW_2

Update on my problem. The BT man came and spent an hour checking stuff then agreed the fault must lie at the exchange with Talk Talk's INFERIOR equipment (his words not mine). He rang the T/T engineers and drove off to the exchange (500 yards away from my house). He came back shortly afterwards confirming the fault had been with T/T's equipment and it was now OK. So after 2 weeks without broadband I rang T/T's complaints CEO in Belfast who refused compensation other than a tenner goodwill on my account quoting "The small print on your contract says T/T are not liable for any breakdowns in the service or compensation from any failure of T/T's equipment. Well that's convenient. Had several canvassers from T/T trying to sell me other products as well they are a bloody nightmare. Cannot wait for my 12 months to end. SO MY ADVICE -DO NOT TOUCH TALK TALK WITH A BARGEPOLE.

macman

He is correct-no SLA on a residential contract, so no statutory compo other than whatever goodwill payment you can extract.
However they should credit you for the two weeks downtime without argument.