TalkTalk- complaints section

freespirit77

Hi

All my partner basically signed up Talk Talk after 2 weeks of no service, she called them up TT basically said it takes time to activate, after going back and forth they finally said it was a fault and they would send someone down, long story short no one came and everytime she called it was the same thing, apology and no was booked, this happened many times and finally she spoke to the manager and a engineer finally came out. But the engineer was a TT engineer and he couldn't fix the problem and a BT engineer would have to come out. She was given 3 possible dates she waited and no one came out, she phoned on the 3rd of this month and they said some would get back to her in 48 hrs. Its been 3 months and they have been charging her still. Any advice. Thanks

poppasmurf_bewdley

All sounds like my experience with TalkTalk.

I moved my broadband and landline from BT to TalkTalk in June this year. From day one of the switchover my internet connection was on and off several times a day. Talking with their call centre in India was useless.

After two replacement routers, it all culminated in a TT engineer (who wasn't from TT) visited my property, spent an hour fiddling, and then decided it was a fault on the outside line between me and the exchange. He would need to get a BT Openreach engineer to sort it out.

BT OR engineer called the next day and said there was nothing wrong with the line, but he did fit a new main socket which eliminates the need for a separate filter between the box and the router.

Result was no improvement, so I decided to email the TT CEO Dido Harding. Someone from her office rang me the same day and asked what I wanted. I told him I wanted to leave TT despite being in contract for another nine months, to which he immediately agreed.

I then got a bill for £50 for the visit of the BT OR engineer, which TT took despite saying they wouldn't, but then returned to me.

I've now been back with BT for two weeks and haven't had a single loss of internet since.

Saving a few quid a month is not worth the hassle of being without a reliable internet service.

so_very_confused

The CEO's office is just a bunch of people that are able to resolve problems ......eventually unlike the rest of Talk Talk staff. The only way to get access to them is to complain loudly and persitantly threatening Watchdog, Trading standards, the regulatory body and anyone else you can think of. Eventually after a few months you will be passed to the CEO team. The ordinary staff do not even have access to a phone number for the CEO staff and can only email them. It is an incredibly poor service. Without going into details ( I can't to relive the nightmare that was TalkTalk) I had very good justification for my complaint and was eventually compensated after many months. Good luck, you will need it.

lemon1

So very confused I right.... They hate bad publicity... I complained on every single post that was a complaint similar to mine on their help forum with my story then I popped over to their facebook page and complained there too threatening watchdog and posting my story everywhere, result was a call and email from the ceo office within 24 hours.

lemon1

Shouldn't have to make threats to get good customer service though, you have to resort to a toddler temper tantrum! I WANT, I WANT, I WANT! Horrible!

ooops

Hi freespirit

it seems like this is identical to my daughter's problem with Talk Talk. We have eventually left them, but still have to keep the direct debits open to take what they like otherwise she will be in breach of contract or something. So they have taken 2 months worth of charges, and tried to charge for the engineer, but eventually got that re-imbursed. We have asked for a refund, and they say they will look into this. Once we have got that, I guess we will have to apply for compensation for lost days off work, mobile phone charges to talk talk etc.

I am now trying to set her up with BT, but guess what, same problem with the line. An engineer is coming on Monday but the BT 'threat' is that if the fault is with her house and not BT's she will have to pay £129 engineer fee.

After having to pay out so much just to try and get something simple set up ie a working line, it is unbelievable that this has become such a nightmare for us bill payers.

Next stop, Ofcom!!

Good luck freespirit.
I'll post on here the outcome.

tpaworld

Lucky all those who have manged to leave TalkTalk. I can't because my number is not a connected line as per the Openreach database. Asked TT to sort it back in January, predictably no change. Talked to 6 Talktalk agents today, none have ever heard of the Openreach database and 2 hung up on me. Only option is to pay out for a new phone line. Talk talk should be disbarred from the phone business or any business come to that.

stevenpc

last month tt retensions contacted me and offered me a new contract the offer aswell as discounts included £130 love to shop vouchers 3 days ago i contacted them to ask about the vouchers today i am told i am not entitled to vouches i have escalated my complaint with them.
whenever you call them you are passed around from one person to another and have to put up with background noises that sound like either a tv on or children playing im starting to think that there all home based workers in india specially selected for there strong accents and speed talking.

skea56

Last mon line and broadband went dead approx 2pm. Phoned thru to TT on mobile and after 3 advisors finally got someone who "apparently" knew what was wrong.but after over 50 mins on phone and promises to send me a text or email with engineer details I received nothing.

Another phone call on Tuesday revealed no notes from my call the previous day and no engineer visit was booked. This advisor however was able to confirm fault whilst I was on the call and I received a confirmation email within one hour.

Wed morn received text to say engineer would be out that day and fault was resolved by 2pm.

Was advised to contact them once line was up and running to arrange compensation which I wasn't going to bother with until I received my mobile Bill today and found the two calls (first of which was pointless) had cost me over £13.

Another phone call today at almost 40 mins was very successful as I eventually got me my £13 back, but I was initially only offered £5 for the downtime. I also got a one time credit of £13.50 as it turned out I was being overcharged for line rental from 1st dec which I had not been made aware off, having only re contracted the previous month.

My advice is to stand your ground and demand that you get reimbursed so that you are in the same position as you were before any fault began.

Sk56