Talk Talk Help

Butlers1982

My OHs friend moved over to TalkTalk and got the internet and Phone through them. The first few months TT said there was a block on the line and that they couldnt change the line. After several weeks of going nowhere she just left it. Then last week she received a letter off a debt collection agency off TalkTalk for unpaid internet. When she contacted them they said that she hadnt repsonded to any letters(which they confirmed were sent via email!) and responded to any emails.- when she replied that they dont have the internet as TT couldnt set it up, they basically said tough!

Im amazed, they sent stuff via email when they knew they werent providing the service!

Where does she stand on that anyone know>

gorgieboy

Hi, my mum has a similar problem. She had the call package and took Broadband about 6 weeks ago. Her "live" date was June 29th. This passed without going live. Numerous phone calls later she was told it would be the following Monday.... then Friday....then" we don't actually know". Hacked off by this point she phoned cancellations who said BB was not available as the exchange was full. She would need to wait on someone leaving. BT say there is no problem with the exchange.
She has since called them back and they now say it is this Thursday 17th that she will go live. She has told them that if the don't get her connected on Thursday then she will cancel for a service the can't and haven't provided. Thay said " fine... but it will cost you £70" !!!!!!:mad:

How can she be made to pay for something they can't provide?

Any advice would be GREATLY appreciated.

olly300

You need to write a complaint letter to Talk Talk at 1 Portal Way London W3 6RS and send it by recorded delivery otherwise they will deny receiving the letter. (All the carphonewarehouse staff say this.) You need to give them 21 days to reply and leave another 3 days for postage. At the end of the letter state you will contact OFCOM if they refuse to resolve the issue.

They will probably not reply to you so you will then need to contact OFCOM after 24 days. Call them during office hours Monday to Friday on 020 7981 3040. The complaint will be registered and you will be given a direct number to Talk Talk's complaints team, who should sort out the issue.

OFCOM cannot help if you don't complain in writing and if you can't prove you sent the letter.

If Talk Talk reply to you, you are suppose to wait 3 months before contacting OFCOM. I suggest if they reply and they refuse to sort out the debt collection company chasing you, then contact them again in writing immediately via recorded delivery with a 14 day deadline and on the 16th day contact OFCOM.

olly300

gorgieboy wrote: »

Hi, my mum has a similar problem. She had the call package and took Broadband about 6 weeks ago. Her "live" date was June 29th. This passed without going live. Numerous phone calls later she was told it would be the following Monday.... then Friday....then" we don't actually know". Hacked off by this point she phoned cancellations who said BB was not available as the exchange was full. She would need to wait on someone leaving. BT say there is no problem with the exchange.
She has since called them back and they now say it is this Thursday 17th that she will go live. She has told them that if the don't get her connected on Thursday then she will cancel for a service the can't and haven't provided. Thay said " fine... but it will cost you £70" !!!!!!:mad:

How can she be made to pay for something they can't provide?

Any advice would be GREATLY appreciated.

Check the small print. In most contracts no.

So I would again complain in writing and then contact OFCOM.

LilMissEmmylou

my mum had a talk talk problem. She went through a mix of no net, no imcoming calls and no out going calls. So she cancelled and went back to BT. Talk talk offered her 50% off the month it wouldnt work for her, but wanted to charge her £60 or so for a cancelation charge!!! Needless to say she told them to !!!!!! off. They sent her another letter, again !!!!!! off! So she called them and demanded to be put through to somebody higher etc and told them she had sought legal advice and they had broken the contract so she wasnt legaly obliged to pay anything. In the end when she told them enough time she wasnt paying as THEY broke the contract by not providing a service, they decided they would wipe the bill.

TalkTalkBoy

Hi,

Sorry to hear that you have had a bad experience with talktalk and your problem was not resolved as intended.

If you want to PM me somthing that is related to the account e.g account number or a registered talktalk email address that was in use (nothing account specific that would breach data protection). I dont mind taking a look at this one for you and will contact the person in question.

Butlers1982

account number or a registered talktalk email address

Would you like my bank account number also??

I think you will find that this is a breach of Data Protection if you even look at the account.

*Louise*

I had loads of problems with them as well - took ages to set up, then a couple of months down the line, it all just stopped working....numerous phone calls to 'technical support' (That's a joke....the only bit of advice they gave me was 'sorry we can't help you'):rolleyes:

I told them I was transferring...took 4 months to try and get a mac code off them, kept getting told it would be emailed etc....eventally someone told me that I was no longer tied to them so I didn't need a mac code...why they couldn't tell me that for the 4 months previous I have no idea...:mad:

TalkTalkBoy

Butlers1982 wrote: »

Would you like my bank account number also??

I think you will find that this is a breach of Data Protection if you even look at the account.

Your incorrect in what you have said here. I was carefull with the information i have asked you to provide as i am more than aware this is a public forum. Hence why i only ask for either an account refrance or talktalk email address that was in use. Only somone that works for talktalk is able to get your details using this information. If somone outside of talktalk asked you for this they would still need to call talktalk and clear the standard data protection questions, e.g name, address, trelephone number, postcode, bank details (non of which i have asked you for)

I would not be breaking DPA if i assisted you with your query as the information is heald on talktalk's internal systems and i would be helping you as an employee of talktalk.

If you do not want any assistance from me i totally understand, if you search on other forums such as thinkbroaband.com and the-scream.net and a few others you will see that i have helped many customers in the past. All of which will verify me.


Regards,

TTBoy