Talk talk - Misled - where now

mitchb

Hey

Background is I was moving house and broadband with Talk talk, line with BT. Called both to cancel as sky had offered a good deal to take broadband and line rental them.

Talk talk offered me a deal of £8.00 a month for 12 months as an existing customer, when I asked if the price include line rental and broadband , I was told it did and included calls also.

Obviously a great price so agreed and was put through to someone to arrange, mentioned to her I didn't make calls and she advised she could drop price to £4.25 , again I clarified that this was for line and broadband and all I would pay each month was £4.25.

fast forward to now and talk talk are saying this DOESNT include line rental, which will be £15.00 a month extra, this is despite me asking and clarifying at least twice on the calls that it does include line rental.

Talk talk's CEO team are going to listen to calls and advise, however I recall how the calls went as thought prices were too good to be true, which is why I clarified.

Am I entitled to the price of £4.25 a month for 12 months as this is what talk talk rep verbally agreed ?

talktalktobt

If I were you I would write a formal letter setting out your grievance and ask them to either honour the deal you had been offered or to allow you to leave.

Just an FYI - think about it £4.25 for calls, broadband and line rental! If it sounds too good to be true...

I will warn you - Talk Talk are great value,but this is at the expense of customer service. You will have to be incredibly persistent.

MataNui

They dont have to honor the price but would have to allow to to leave without penalty. I am pretty sure TT say 'calls MAY' be recorded'. Good luck getting anything out of them that incriminates them.

Its a lesson for you to record all calls yourself. Its perfectly legal for you to do it and you dont need to tell them you are recording the call unless you want to.

mitchb

MataNui wrote: »

They dont have to honor the price but would have to allow to to leave without penalty. I am pretty sure TT say 'calls MAY' be recorded'. Good luck getting anything out of them that incriminates them.

Its a lesson for you to record all calls yourself. Its perfectly legal for you to do it and you dont need to tell them you are recording the call unless you want to.

Thanks for the reply's

I do actually have a call recording app but barely use, I had turned it on for this call but typically only recorded me and not both sides.

Will update once I hear back from them.

I know I had to be heard to agree to the terms and had to say yes so not sure how this would work for them to hold me to contract but not honour offer their staff were giving. Seems like an unfair contract if I can be held responsible for something I say but 2 of their staff cant be.

madjock1

Its a lesson for you to record all calls yourself. Its perfectly legal for you to do it and you dont need to tell them you are recording the call unless you want to.

Total rubbish, when you call a company and hear the words we may record some calls you have the right to hang up, what you are saying is in correct as any recording made without the consent of both parties I.e the operator is ILLEGAL as the other party to the call has rights as well most call centre staff will be ok with this they do have the right to end the call

More evidence that a little knowledge is a dangerous thing but no knowledge is even worse

LazyTyper

madjock1 wrote: »

Its a lesson for you to record all calls yourself. Its perfectly legal for you to do it and you dont need to tell them you are recording the call unless you want to.

Total rubbish, when you call a company and hear the words we may record some calls you have the right to hang up, what you are saying is in correct as any recording made without the consent of both parties I.e the operator is ILLEGAL as the other party to the call has rights as well most call centre staff will be ok with this they do have the right to end the call

More evidence that a little knowledge is a dangerous thing but no knowledge is even worse

In fact, what MataNui stated is correct.

It is perfectly legal for either you or the other party to record the call, without the explicit consent of the other, provided that you do not disclose the call to a third party (ie posting it on the internet).

Can I record telephone conversations on my home phone?

Yes. The relevant law, RIPA, does not prohibit individuals from recording their own communications provided that the recording is for their own use. Recording or monitoring are only prohibited where some of the contents of the communication - which can be a phone conversation or an e-mail - are made available to a third party, ie someone who was neither the caller or sender nor the intended recipient of the original communication. For further information see the Home Office website where RIPA is posted.

Do I have to let people know that I intend to record their telephone conversations with me?

No, provided you are not intending to make the contents of the communication available to a third party. If you are you will need the consent of the person you are recording.

Can a business or other organisation record or monitor my phone calls or e-mail correspondence with them?

Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:

• to provide evidence of a business transaction
• to ensure that a business complies with regulatory procedures
• to see that quality standards or targets are being met in the
• interests of national security
• to prevent or detect crime to investigate the unauthorised use of a telecom system
• to secure the effective operation of the telecom system.

To see for yourself, Google ofcom call recording and see the first non-sponsored result.

mitchb

Keep missing calls from talk talk CEO team.

On last call they said they never discount line rental it always has to be charged at full price , only price concession is if paid a year at a time.

Interestingly as I was Walking through town today was approached by a talk talk rep who offered me phone and broadband for 19.50 per month discounted to £9.75 a month for the first year as a new customer, Meaning with this deal line rental must be discounted as £9.75 is less than their cheapest line rental.

Will be asking for clarification on this as either their CEO team is mis informed or their sales reps are incorrectly pushing offers.

imho

I had a friend that changed to Talk talk 2 months ago and they said the same to him about no line rental and then his paper work comes through with Line rental on top.He called them and complained so he doesnt have to pay the line rental now.So it looks like that whats they are doing to get new customers.

sallyrsm

mitchb wrote: »

Keep missing calls from talk talk CEO team.

On last call they said they never discount line rental it always has to be charged at full price , only price concession is if paid a year at a time.

Interestingly as I was Walking through town today was approached by a talk talk rep who offered me phone and broadband for 19.50 per month discounted to £9.75 a month for the first year as a new customer, Meaning with this deal line rental must be discounted as £9.75 is less than their cheapest line rental.

Will be asking for clarification on this as either their CEO team is mis informed or their sales reps are incorrectly pushing offers.

Talk Talk paid my line rental for the year all I pay for anytime calls and unlimited fibre broadband is £12.25 a month. They tried to renege on that deal too.

mitchb

Finally got a time where I could speak to the CEO team and they advised they had listened to the call and their agent did offer 12 months free line rental and indeed I confirmed 3 times with 2 agents that it was free line rental. They have advised they will honour this and all I will pay is 4.25 for first 12 months