Why does TalkTalk make it so difficult for themselves?

cifpower

Order placed 29 June for phone, TV and broadband

2 July order amended to remove TV (realised how expensive it was)

9 July cancelled order (Sky offered deal)

10 July called to confirm cancellation

Today - services go live

Spent 30 mins on the phone from 8am this morning asking why. The verbatim quote from their customer service rep is "with TalkTalk if you cancel an order you get the Simply Broadband package. The order cancel was for the TV Plus package"

Second person I spoke to said I was "offered" the simply broadband package. I asked her to read where it said that on my notes. I was put on hold, said I was being transferred then put on hold again. No one picked up.

I really should have listened to other people who have told me not to go near them.

TalkTalk

Hi Cifpower,

If you contact us through the TalkTalk Community we can take a look into this in more depth for you.

Cheers

Mark
Online Community Department
TalkTalk

cifpower

Hi

I have done.

I had a webchat with Samantha who said my "service" will stop on 23 July. A bill will be raised and I am to call back to get a credit.

Why I have to do this due to TalkTalk's incompetence I have no idea.

TalkTalk

hi cifpower,

Im glad to see there has been some progress with this.

If you have any other questions please feel free to join the TT community and post the details of your issue.

Cheers

Mark
Online Community Department
TalkTalk

eddddy

Hi cifpower

Sorry to hijack your thread, but this is the type of inane comment that the OCE team use in the TT community as well:

TalkTalk_Company_Representative wrote: »

Im glad to see there has been some progress with this.

In your case - why don't they just apologise for getting stuff really badly wrong, and providing a botched up solution for putting it right?

Instead, they make these daft comments, hoping that the casual forum reader will think they're doing a good job.

They must think their customers (and users of this forum and the TT community forum) are pretty stupid.

End of rant...

Heinz

It's the use of the phrase "your issue" that annoys me. It's not a bloody "issue", it's an obvious c0ck-up by Talk Talk which could (and should) be quickly resolved.

Instead, they offer platitudes and a series of hoops through which their customer must jump to get his own money back. Inexcusable.

adindas

To TalkTalk Company Representative

Why do you keep asking people to divert the queries, issues to TalkTalk Community ?

Only an idiot will be doing that as most people aware of lack of impartiality when come to vendor/supplier own forum.

How could the people know that you will not remove the posting of something that you do not want to hear or see when people are writing something they are not happy with ??

Susan1942

Sorry to hijack this also I had been with AOL since 2004 but have now moved from AOL to Talk Talk after I called AOL to ask about my BB speed.
I agreed to make this move after a lot of pressure and offers of all sorts of incentives It was to go live on 16th June which it did. I had BB Phone Local and National calls as well as International calls
Before this happened I had correspondence from TT giving information that was not the package I was offered twice I wanted to cancel due to this
Eventually I agreed to proceed with the package.
First month billing incorrect as it did not reflect what I was offered Told they would sort it out
I then got a phone call to say I had exceeded the £20 in calls I explained that I had the phone package so was told that the call did not refer to me.
I got my latest bill on Saturday which to be fair to them them had credited me what was agreed on the previous months bill
However this bill had telephone calls of £10 95 and when I looked at this I was called for 2 calls to the USA and 2 to Australia
I called and spoke with them It was told that the International calls had not been added until the end of June This was incorrect as when I look back at the previous bill the costs etc for the bolt on's phone are showing.
The person I spoke with did say that they would credit me with the costs of these calls but so much trouble I just wished I had stayed where I was.
AOL also gave me some credit for making the move and also as a goodwill gesture but on checking they had failed to pay this into my account I spoke with them and they have now sent me a bill showing the credit for this month so all should be well from now on. It is just so frustrating to have to spend so long on the telephone explaining over and over my situation My contract is for a year so I will see how things go over the next 11 months and make a decision whether to leave or stay with TT I had been with only the one ISP AOL and never had a problem with my billing. I would have preferred to stay there but they continued to add further incentives They have given me 12 months line rental as part of that package so a huge saving However with AOL I was only paying just over £20 a month for everything including line rental so under £5 for BB the phone including local nation and international calls To be fair to TT they have sorted it out and been keen to make that happen it is just the frustration of having to deal with it.
I am hoping that now things will settle down and that next months bill will be correct.
Sorry

TalkTalk

adindas wrote: »

To TalkTalk Company Representative

Why do you keep asking people to divert the queries, issues to TalkTalk Community ?

Only an idiot will be doing that as most people aware of lack of impartiality when come to vendor/supplier own forum.

How could the people know that you will not remove the posting of something that you do not want to hear or see when people are writing something they are not happy with ??

Hi Adindas,

For account or service based issues (such as faults or billing) we cant provide full support through MSE, as we cannot confirm your phone number or account info. For various reasons Company accounts are not able to send/receive PM's and as MSE is a third party site we cannot ensure security of the info exchanged (although we have every faith MSE PM's are secure, we cannot access them)

With this in mind where its obvious that we need to look at the account or the line, then we ask customers to post the details on the TT community where we can provide full support and have a secure system with which to confirm information.

If questions are generic (i.e is [x] possible, how much is a call to[y]) then we will happily answer the query here.

In regards to the "glad there has been some progress" comment, as I cant see the customers details, I cannot confirm what actions were taken to fix the issue. We are happy to apologise for issues we have caused. However, without actually checking the account I would only be assuming. There's little worse than a hollow unfounded apology.

As I have posted before for any specific issues were happy to look into it if you post on the TT community.

regards

Mark
Online Community Department
TalkTalk

i8change

Not everybody can use the Talk Talk Community forum.

My elderly mother has had a Talk Talk phone line for many years and recently rang customer services to see if she could add "anytime calls" to her phone contract as my father was going into care (due to dementia) and she would be using the phone a lot more.


She then received paperwork saying she is a broadband customer and also her phone service is now suspended if her calls go over £20 which never happened previously.


She did not ask for, or want, a broadband service as she has no computer (or router) to use the service. She also needs the phone to be working at all times so the £20 call limit and outgoing call bar are very problematic.


No internet, no Talk Talk Community forum and she has rang customer services three times and been fobbed of with "broadband is part of your contract, it cannot be removed."

Her only option is now to not use the phone regularly and wait till the end of her contract before moving to a company that will supply her with the cheaper phone only service that she actually needs, like the one she used to have with Talk Talk!

They gained a few pounds more a month and extended her contract but ultimately have lost a long term customer. As the title of this thread says "why does Talk Talk make it so difficult for themselves?"

zinga5

I am actively researching a replacement provider for my phone. TalkTalk's website is impossible to navigate if you want anything out of the ordinary - I am an old package and paying £24 per month for basically a land line. TalkTalk is well named as they can certainly talk from scripts and do everything to obfuscate you getting any real old fashioned service!