Talktalk, didnt pay bill due to line fault so they suspend me for non payment

zeddyput

Basically had an account 2 months, went from Sky to them.

Before sky we were with Orange, before that hometelecoms

Each time we got a solid 24 meg connection and I work in IT so can use pcs no problem.

When we got talktalk it was stuck at 3 meg the entire time, the youview did not work at all and even when browsing the internet I would get constant time outs even loading a page.

After a few weeks of complaining they sent out one of their talktalk helpers who agreed it was a problem on their end and manually reset the line rate and it worked for all of 2 days then went back to the slow speed and still no tv.

They are still billing me for the full services and today woke me up 7.45am with their automated late messages and restricted all my services.

Live chat just tells me I have to pay the bill in full THEN apply for compensation but its up tot hem despite me being told by 3 different advisors in the past I would not pay for the faulty period.

I refused to pay for what I wasnt getting(not refusing to pay for bill just that it was not fit for purpose) and they just said I cannot be switched back on until I do so.

Just want to double check rights.

bod1467

That's the way these businesses work. You need to pay for the product/service and then claim back any "compensation" for lack of/poor service. If you don't pay they cut you off / restrict your service.

It's in the T&Cs you agreed to when starting the service with them. You did read the T&Cs, didn't you?

Have you tried getting this resolved via the TT Member Forums?

http://www.talktalkmembers.com/t5/Products-Services/ct-p/c41

unholyangel

You may also want to check your credit rating to make sure the late payment hasn't been filed against you.

mattyprice4004

Are you serious? How would they know it's still not working - they sent someone out, it fixed the issue while he was there so they'd assume all is well. Then out of the blue, no payment. Of course they'e going to suspend it.

At best, you'll need to pay and claim a refund for the time you've not had service.
At worst, you'll now have a late payment marker on your credit file (and rightly so). You need to check up on the repercussions of not paying for something, rather than not paying willy nilly.

In days gone by before computers kept a track of late payments you'd get away with it, but not now sadly.

Ring up, pay now and hope they haven't touched your credit file yet.

zeddyput

mattyprice4004 wrote: »

Are you serious? How would they know it's still not working - they sent someone out, it fixed the issue while he was there so they'd assume all is well. Then out of the blue, no payment. Of course they'e going to suspend it.

At best, you'll need to pay and claim a refund for the time you've not had service.
At worst, you'll now have a late payment marker on your credit file (and rightly so). You need to check up on the repercussions of not paying for something, rather than not paying willy nilly.

In days gone by before computers kept a track of late payments you'd get away with it, but not now sadly.

Ring up, pay now and hope they haven't touched your credit file yet.

No the issue was ongoing, and still open despite them suspending my service.

If they did what I told them to do in the first place also instead of making me do the same things time and time again, and they already promised me a refund of the service which hasnt materialized a few times.

Plus all the "fixing" that was done was change the ip profile with a tablet, how they couldnt do that at CS yet a guy with tablet could is a bit silly.

So the problem was open BEFORE they suspended services and ongoing yet they still charging me.

mikb

mattyprice4004 wrote: »

Are you serious? How would they know it's still not working - they sent someone out, it fixed the issue while he was there so they'd assume all is well.

Agreed the OP hasn't handled it well, but on this point, a competent ISP *would* know that the line was not performing correctly. An even better ISP would be raising a fault automatically if the line rate fell back to a low level again.