Talk talk help!

kmg89

Has ANYONE had any problems with TalkTalk? Let me share my story!


Go Live Date 26/27th June
- Services were installed. Were told we didn't need to be at the property. Got home after receiving a message saying everything was connected. No phone line and no internet. The ADSL light wasn't on the router.
- Called and spoke with your technical team. Very helpful - went through all the checks but they couldn't fix it your end. Arranged for an engineer to come out and requested a weekend but this isn't possible apparently. So arranged and took a day off work but due to short notice had to take it unpaid.
-Engineer came out on 1st July. Couldn't fix the fault. Said we would get a text message and the follow the instructions. Got a text.. said the fault was still not fixed - wasted day off work.
- A few texts later I receive one saying an engineer will need to come out and look at the property. I couldn't call back as I was at work catching up for things I had missed! Called back to arrange on Friday and spoke with someone who said my slot had expired. Fine wasn't bothered. Booked ANOTHER engineers appointment with him for Thursday 10th July.
- Took ANOTHER day off and phoned you around 11am on the 10th July to confirm that details as I never received any communication confirming it. The agent (who was a manager apparently) had booked it on the Friday and NOT the Thursday. So I said an engineer needs to get to my today (the thursday) and that couldn't be done. Another wasted day off.
- Took ANOTHER day off on the Friday 11th July to wait for the engineer who was meant to attend. at 17:45 I called and asked where they were as no one had arrived. I spoke with an agent who advised they HAD been out but didn't need to be in the property (so WHY did I need to be here?!?!). The engineer didn't knock on the door or call or anything I had to chase YOU for an update on a service I should have been receiving for over a week now. Was told I would be updated on Monday.
- I received a text message on Monday 14th July (yesterday) from yourselves advising that an engineer appointment needed to be arranged for the fault to be resolved. My thoughts were 'ARE YOU JOKING'. Enough was enough so I finished work and called you to cancel my contract.
- Spoke with a girl for around 30 minutes trying to cancel my contract. She was trying to get me to arrange an engineers appointment and not cancel the contract and she also informed me that in fact no engineer attended my property on 11th July as arranged but couldnt give an explanation as to why not. She tried her best but my mind was made up, she even said they could come out on the WEEKEND which I was told couldn't happen previously! She then informed me that I would still be liable for my first bill and a £70 'breakage fee' as I was cancelling. Why? I haven't had any services, I haven't even had my contract for 28 days! She explained that if I didn't cancel then she would ask a manager to call me to resolve my issues within 28 days... well I wasn't going to wait 28 days so I asked her to cancel it.
- I wrote an email to you online to vent my concerns and anger as I wasn't getting any sympathy or resolution from the phone calls. This was done on 14th July.
- Today, I receive a phone call. An automated message. For ME to call YOU back to resolve my issue. Why did a computer phone me why couldn't a person phone me? I get home. I phone. I speak with a girl who put me on hold for 3 minutes to read my email and come back to me. She said she would get me compensation and to hold. So I did. Next thing I knew I was through to another gentleman who said 'hello, you are through to Talk Talk how can I help you?'. So the first agent had just put me through without telling me but what is even better is he had NO idea why I was calling or my past history and asked me for all my details again. I hung up (frustrated).
- I called the number on the automated message AGAIN and spoke with another agent. Went through the ENTIRE story. He advised that I would need to speak to the billing department for compensation. He places me on hold and assures me he will explain the situation first. I wait and as I'm on hold I hear 'you can't put the customer through here as I cannot help her'. He had put the call through to this poor guy who couldn't help me WHILST he was still talking to him! So... I started from the beginning and explained the situation AGAIN.
- The gentleman advised he would put me through to the technical team as he couldn't help me and he would explain the situation. I was placed on hold. He put me through which is fine.
- The agent in the technical team goes through my details which I had to explain AGAIN! He then says 'I can see the fault and we just need to arrange an engineer to visit your property to resolve it'. I CANCELLED MY CONTRACT!! Why would I want to arrange an engineer to come to my property??
- I kept my cool as I know shouting doesn't resolve anything. Calmly explained that is NOT going to happen. He then advised he couldn't help me and he would need to raise this to the management team to resolve for me and they would contact me within 3 - 5 working days on my landline number (WHICH DOESN'T WORK!!). I made him aware of this and gave him my mobile number. The call ended.

As you can see this has been a COMPLETE shambles from start to finish. I am fed up with speaking with SO many different departments and wasting my time. I have lost over £200 in wages and on top of that you want me to pay my bill AND a breakage fee.. Why?
I expect someone to sort this out and advise me what is happening without me having to repeat myself AGAIN. I appreciate you have just been offloaded with all of this but I need someone to sort this out. I expect more than just my wages and cancelling of my account free of charge now this is ridiculous.
I am a customer service manager myself and in my time I have NEVER complained to a company as I know things can go wrong but NOTHING has gone right with Talk Talk.
Please sort this out!
Thank you!

The above is their facebook message from me. I posted on their wall but it was deleted within 5 minutes! Not surprisingly!

PLEASE don't sign with Talk Talk they are obviously the cheapest for a reason!!!

Any advise???

TalkTalk

hi kmg89,

Im sorry to hear you have had these issues.

If you join the TalkTalk Community we are more than happy to take a look into this for you in more depth. If necessary we can arrange a callabck from a Retentions Agents to confirm the cancellation of the contract and discuss this with you further.

Cheers

Mark
Online Community Department
TalkTalk

jbuchanangb

I am not unhappy TalkTalk customer, and it saddens me to see how they can make such a horlicks of failing to deliver a service to a new customer.

I am active member of the TalkTalk Community with Super Contributor status, and I have to disagree with the TalkTalk Company representative here.

I suggest you follow their complaints procedure:
http://help2.talktalk.co.uk/how-do-i-make-complaint

because to get any help in the Community, you will have to register first, and there'll be a whole lot of hassle which you don't want or need, because you are actually trying to get out of TalkTalk not get in deeper!

kmg89

Thanks but I'm still livid!. I lost over £200 in wages and my complaint got passed to the CEO department who waived the cancellation fee a I never had services but wouldn't compensate for the fact I LOST over £200 in wages due to THEM screwing up the appointments and not being able to fix my issue. He made it sound like he was doing me a favour but waiving my bill and cancellation fee... I never had my services in the first place!!!!! Useless. Cheapest for a reason. Getting further advice as I'm £200 down thanks to them and I have bills to pay!!!!!!

garynuman

I had similar issues last year with a Fibre install when I went from TT Business to TT Residential.

• Appointments made and not kept. Even arranged to take afternoon off work to meet engineer and he turned up at 9:00 when I was at work! Engineers don't have the courtesy to inform you that they won't be coming.
• Having to tell the same story to different 'technician' each time I phoned. Each time they're clearly reading from a script.
• Being asked questions like "have you restarted your router?", "have you paid your bill?" when I had already ruled out the mundane.
• Promised, service "should" be resumed at xx/xx/xxxx but never was.
• Orders cancelled TWICE due to a static I/P which I had asked to be removed on day 1 (as it was no longer required.)
• Technical line not answering, sales - get through straight away!
• India support team lie. I was offered a discounted rate due to TT poor service , but then told I couldn't have it unless I buy into TT TV!
• Sent TWO fibre routers when their forum is full of people who get an engineer visit but no router!

At the time, there appeared to be a connection (all LEDs correct) but there was a DNS issue which prevented outgoing traffic which I diagnosed and proved to be at fault. Agreed by the UK support team who explained that this could have been sorted on day 1!

The India support was simply not fit for purpose, not interested unless you were buying something extra.

In all, it took them about 3 weeks and a formal complaint to Dido Harding's office before *anyone* would take me seriously. CEO office was excellent; got a phone call on a Sunday night! Although by this time, the problems had been resolved.

Fortunately, the service has been excellent since then and I have no complaints. I just dread having to call them up if something goes wrong.



Gaz

TalkTalk

kmg89 wrote: »

Thanks but I'm still livid!. I lost over £200 in wages and my complaint got passed to the CEO department who waived the cancellation fee a I never had services but wouldn't compensate for the fact I LOST over £200 in wages due to THEM screwing up the appointments and not being able to fix my issue. He made it sound like he was doing me a favour but waiving my bill and cancellation fee... I never had my services in the first place!!!!! Useless. Cheapest for a reason. Getting further advice as I'm £200 down thanks to them and I have bills to pay!!!!!!

Hi KMG89,

If you have already had your issue handled by the CEO's Office if you have any questions related to your complaint they should be directed to your CEO Manager who can handle this for you.

Regards

Mark
Online Community Department
TalkTalk

smudger1946

Never had a problem in six years, when we have had a fault etc.. they have been on it straight away.

Bad luck M8.

Smudger

tallybee

Sounds very familiar unfortunately, I had near enough a month of banging my head against brick walls with them until finally they got their finger out and got my phone and net working. I'd had to shell out £££s for a dongle to access the web as I work from home and I'm supposed to be ecstatic with £20 credit to my account, ahaha. Unbelievably shocking customer service, complete with lies and rudeness from the call centre staff.