TalkTalk- complaints section

Bazlovejoy

I now know ive made a terrible mistake signing up with them.

Signed up for Talk Talk Broadband and phone line, put in my address before purchasing to check if i could get it, ‘We've found a phone line at this address that we can use so we can get you up and running as soon as possible at no charge.’

Ordered it, meant to be activated on the 19th. Went through all the diagnostic checks over the phone, no joy. They sent an engineer yesterday who said there was a fault with the line. He tried to say the phone line had been cut, as I've just moved into the property ive not had chance to look around. On further inspection the line wasnt cut, he was confusing the old and new boxes.

I spoke to my landlord and they said the line was disconnected as previous tenants werent using it. Ive got another engineer out today to fix the problem. Surely they just need to activate it remotely? Are they going to try and charge me for this? When i signed up it was with the condition of no connection fee. Ive spent everyday for the past 3 days speaking to a call centre in India who have no clue whats going on. I'm not sure why they are making this into a massive hassle.

Is there anyway I am able to cancel this as it has been a disaster right from the start

macman

If the service has not yet commenced then you should be able to cancel it. But, given that the engineer will be from BT OR regardless of who you sign up with instead, it will make no difference-the same company will be doing the work.
Yes if there is no line, or it's disconnected, then a reconnection fee is chargeable, unless you have agreed otherwise.
No they can't do it 'remotely'; the OR engineer has to physically reconnect you at the exchange or street cab, and you need to be there to give them access to the property in case of problems.
Since it's likely to be working later today, why not just wait and see? A 3 day delay is hardly a disaster.

Spike516205

I hate TalkTalk at the moment! After more than a month of lengthy phone calls, plus crawling on the floor to check sockets and unscrew base plates every time I called technical support, we finally have the internet working. Really annoyed that when I said I wanted to leave them and take my business elsewhere they said I could but they would charge me another £130 to leave them!
They charged me £50 to send out an engineer having promised it would be free. When I complained they refunded the money but then tried to take £72 from my bank having assured me that I was in credit and no money would be taken for this month. Not one person who has promised to phone me back over the last month has so far done so, leaving me to phone back and explain the whole problem from scratch and follow the same scripted checks over and over again.

Sales seem to be in South Africa and technical support are in Philippines and India, they all make promises that aren't backed up by company policy. In my experience they tell you either what their script says or what they think you want to hear. You need to watch your bill very carefully as mistakes are frequent. The system has a mind of its own.:mad:
Good luck -they are great when things work, a nightmare and very slippery when things go wrong.

Learning to pass on -when you phone and are asked "why" by the computer, say, "Leaving TalkTalk", it then asks if you are moving house, say, "No". You then often get through to Dispute Resolutions at a UK call centre instead of somewhere offshore. They can be helpful.:eek:

Spidernick

Spike,

Your situation with Talk Talk sounds similar to mine back in 2011. I wasn't tied in (after transferring from Tiscali who were great) and I left them and you really couldn't pay me to go back to them. I don't care how cheap they are, they are awful and there's no point having something that is cheap if the service is appalling!

june.elizabeth

We are a business and was with Tiscali. Since Talktalk took them over we have not had a bill or paid for our internet. I have checked with BT Wholesale and they have confirmed that our ISP is Tiscali.co.uk. I have been trying to sort this out for such a long time and am tired and frustrated. I have had a final email from Talktalk saying they cannot help me as they are not my provider.

What do you suggest now, just keep on receiving free internet or any other suggestions

Thanks

iniltous

If you go onto a speed checker site, they usually from your IP address say who your ISP is, may only confirm what you already know though

MataNui

Perhaps you are phoning the wrong people. It was Talk Talk business that took over Tiscali (pretty sure as they took over a few companies at the same time. My ISP was one of them). If you re phoning TalkTalk that most people will know then they wont be able to help you.

june.elizabeth

My ISP is Tiscali.co.uk on BT Wholesale tag line.

I have spoken to both Residential and Business team at talktalk.

fiddlesticks

Has anyone got a complaints address for TalkTalk? Apparently the only way to get my email password changed is to complain to the CEO's office.
Madness

LazyTyper

http://lmgtfy.com/?q=how+to+complain+to+talktalk&l=1

kwikbreaks

Talk Talk direct complaints service (not always manned)