Talk talk - do not even contemplate it

adonis10

Awful, awful company.

Ordered broadband, phone and TV on 13th for services to begin on 27th. All arrived, phone line set up etc., until the broadband was to be used. No connection, 4 phone calls and endless texs and still no connection. They've blamed open reach who have set up the service against the wrong telephone line so the account is set up incorrectly. Apparently now it's going to be sorted on Tuesday, 5 days after it was supposed to be set up.

Anyone experienced similar?

enfield_freddy

yes , the fault was with open reach , they would (or could) have misconnected the line for any supplier of internet.


you could have posted "plusnet do not even contemplate it , or "zen ,, do not,,,


this just happened when you ordered talk talk , it was not their fault that openreach cocked it up!




your fun and incompetence by talk talk has yet to start , please get a 12 mth supply of "chill pills" delivered

adonis10

enfield_freddy wrote: »

yes , the fault was with open reach , they would (or could) have misconnected the line for any supplier of internet.


you could have posted "plusnet do not even contemplate it , or "zen ,, do not,,,


this just happened when you ordered talk talk , it was not their fault that openreach cocked it up!




your fun and incompetence by talk talk has yet to start , please get a 12 mth supply of "chill pills" delivered

Understood but we purchased from talk talk and a service hasn't been provided. We did not speak to open reach and ask them to connect a line, we spoke to talk talk to supply a service and its up to them to do what they need to do.

18 months of this utter !!!!!. Wow.

Very convenient how the first appointment is always 14 days after the order date so the cooling off period is completely pointless! What an absolute sham.

enfield_freddy

no you have misread,


the phone line is provided by BT and the work of installing is done by openreach.


talk talk supply the internet connection.


open reach do not deal with retail customers , you must get help via the company that suppliers the service., this even applies if you use BT as a supplier.


talk talk and all the other companies do not touch the phone lines , open reach do the work.


look at it this way , you might have used british gas as your gas supplier , but now use Npower , did they rip all the pipes out and fit new ones , or did the gas delivery company just allow you to pay another supplier.


yes you ring npower now , when you have no supply , but they contact the pipe owners to get it fixed.


in this case talk talk are not at fault

adonis10

enfield_freddy wrote: »

no you have misread,


the phone line is provided by BT and the work of installing is done by openreach.


talk talk supply the internet connection.


open reach do not deal with retail customers , you must get help via the company that suppliers the service., this even applies if you use BT as a supplier.


talk talk and all the other companies do not touch the phone lines , open reach do the work.


look at it this way , you might have used british gas as your gas supplier , but now use Npower , did they rip all the pipes out and fit new ones , or did the gas delivery company just allow you to pay another supplier.


yes you ring npower now , when you have no supply , but they contact the pipe owners to get it fixed.


in this case talk talk are not at fault

Yes I appreciate that, but they're refusing to reimburse for calls and no service. They are being paid to provide the service, surely they should then deal with open reach as to reclaiming costs from them. The long and short is that talk talk have been paid to provide a service and that service is not available. So just because it's open reach who are at fault, does that mean the customer is not entitled to some form of reimbursement? Not looking for a freebie, just recompense for time that the service hasn't been available and numerous calls to0845 numbers.

My point about the 14 day cooling off period applies across the board- it's a sham. Get 14 days to cool off but you haven't even had the actual service to test before deciding if you want to cancel it. Basically it's a cooling off period for an email that has come through. That's all you get until the installation which is, conveniently, 14 days after ordering.

enfield_freddy

well , 0845 numbers are quickly sorted
simply type talk talk into this page http://www.saynoto0870.com/companysearch.php


I was led to believe that the 14 days commenced from the start of the service , please check , but do not tale the word of talk talk

adonis10

enfield_freddy wrote: »

well , 0845 numbers are quickly sorted
simply type talk talk into this page http://www.saynoto0870.com/companysearch.php


I was led to believe that the 14 days commenced from the start of the service , please check , but do not tale the word of talk talk

Wasn't able to look it up due to the lack of Internet. Lack of Internet being the reason for calling them and all.

Already looked into it when I was taking out my order with bt and it's from the date of ordering. Sham. Fortunately for me, bt has so far been faultless and is an excellent service.

Inner_Zone

adonis10 wrote: »

Yes I appreciate that, but they're refusing to reimburse for calls and no service. They are being paid to provide the service, surely they should then deal with open reach as to reclaiming costs from them. The long and short is that talk talk have been paid to provide a service and that service is not available. So just because it's open reach who are at fault, does that mean the customer is not entitled to some form of reimbursement? Not looking for a freebie, just recompense for time that the service hasn't been available and numerous calls to0845 numbers.

My point about the 14 day cooling off period applies across the board- it's a sham. Get 14 days to cool off but you haven't even had the actual service to test before deciding if you want to cancel it. Basically it's a cooling off period for an email that has come through. That's all you get until the installation which is, conveniently, 14 days after ordering.

I had issues with OR when I had TT installed several years ago. I asked and received credit for the time I did not have a working service. So once up an running I suggest you ask again for credit for the exact amount of days you have no service and ask for 0845 call costs to be refunded, give then the number of calls and your estimated cost or better an itemised bill if available.

JJ_Egan

You may qualify .

https://forums.moneysavingexpert.com/discussion/5314143

pmduk

OP, please don't think any of us are underestimating the problems. But, you're directing your ire in the wrong direction. There's a Government sanctioned monopoly called Openreach who manage to screw up all internet resellers. I suspect they're called openreach because they consider themselves beyond any regulatory framework or answerable authority.

Sooler

Very likely pure fiction from TT, they'll tell any lies to fob the customer off.

"set up the service against the wrong telephone line so the account is set up incorrectly" - complete BS.