Who do i complain to about TalkTalk

GeorgeUK

I have been trying to help a friend set up their new TalkTalk broadband, and it has become a farce.

1. Initially they were told that they could keep their current email addresses and use them on the TalkTalk system (kv@freeserve). I didn't think this was possible, and now they are no longer receiving emails to that account in outlook.

2. When they contacted the Indian helpcentre, they were told that they had to use a talktalk modem. My friend has a wireless modem-router and was wanting to use this. Sorry - you need to use the talktalk modem.

Buffalo manure!! I logged in to the TT modem and looked at the ports and settings used. Disconnected and put those details into the D-Link router. Worked perfectly - they didn't need the TT modem.

3. On receiving their bill, they have been charged for internet use - even though it is supposed to be free broadband.

4. They have been charged £30 for the modem that they never needed and were not told of any charge.

5. Contacting TT, they were told a manager would contact them within an hour - no reply. Phoned again and were told a manager would contact them within 24hrs - no reply. Phoned again and were told that it takes 7 days for enquiries like this and would be contacted at that time. Still no reply and well over 7 days since then.

Other than contacting talktalkwho may deal with it sometime, what are their other options?

thanks
George

TalkTalkBoy

1. You can still use another ISP's email address with talktalk, however if the other ISP close your email account when you leave them (as is common sense) this is not talktalk's fault, although it could have been explained to you better.

2. If you are contacting talktalk for support, it does say in the terms and conditions that they will only provide basic support if you are using a third party router, if you are wanting full support you do need talktalk equipment, this may be why you were told this. As for third party routers they are only supported to the point of no line sync and a list of basic settings that are given to you, talktalk will not at present tell you how to input these, this is the responsibility of your router manufacturer and they do talk you through it if you call there technical support.

3. How did you sign up, online or via the internet? Do you have any written documentation if you signed up in the store indicating that you had agreed to free broadband ? If you do not have any documentation it may be worth asking talktalk to start a sales compliance investigation on your account. Carry on paying the £15/month that they are charging you at the moment (Cancelling your direct debit at this point can be seen as you breaking your contract with them). A team within talktalk will play back the sales call and if it is found that you have been mis-sold this product a full refund of the broadband costs will be given, this can be left as a credit on your account, credited to a debit card or a cheque issued.

4. As above, tyhis should be covered in a sales compliance issue. Im assuming you recieved a wireless router from talktalk at this price ? or was the £30 (£29.99) a connection fee which is applied to all new customers?

5. If you request to speak to the escalations team they should be able to transfer you to them directly, however if there is a call queue there is a 1 hour callback. However if this is already a sales compliance issue that has been raised, it can take up to 28 days for investigation.

I'd offer more assistance, however MSE will not allow me to help users of talktalk any further than basic guidance on this forum. Other good places to ask are http://.thinkbroadband.com and http://www.talktalkhelp.com ;-)

Regards,

TTBoy

GeorgeUK

Thanks TTBoy

When i spoke to my friend, they said they ahd asked if they could continue with the old email address and had been told "yes, we'll arrange that" already told them to contact Orange and see if they can get anything already sent to the email account.

The callcentre my friend was very frustrated with. When trying to explain that he had his own wireless modem-router, was told that they couldn't use this with talktalk. He did press them on this and this is why he was sent the modem (not wireless).

He also said that the £30 was for the modem, but i never saw the bill so don't know if it was itemised or not. Definately getting charged for using broadband though - even though it's meant to be free.

Will investigate the other link you gave too.

thanks again
George