Talktalk problems, smalls claims court viable?

beno148

Hi all,

so to start with, ordered with talk talk on 4th august for connection dates on the 14th august for new line installation.

13th comes around get a txt in the evening date had been cancelled and to phone up, or they'd contact me. Annoying dad had already declined work to be in for engineer visit.

i then phoned up, to be told openreach were doing work until 18th and they had knew since the 5th august. I then argued why wasn't i informed that way dad would of not declined work to stay home. I personally believe this is so didn't look to change provider, which i would of done if they could not honor there connection date.

was forever told i would get a call back as started my complaint, to this date has still not received a call. Was told on the 18th would take 2 days for results of openreach work to get back to them to rebook, although i was phoning near enough every day to 2 days to get a update, (was told case manager was outbound and could only call me) received a call on the 28th august to say was now corrected and installation date was 14 September now.

Obviously not happy i looked to complain to there facebook page, as in the past if i had issues usually when you complain on a public page there more helpful. I got a response after a couple of days which was promising, saying that a manager from the UK ceo team would be in touch. Which i thought would be great.

So i worked out that realistically my dad had lost out of 90 in wages, 46 in mobile phone bill for calling talk talk. As it will be a month from original activation date to current one. We have online subscriptions that we have not been able to use due to there delay, so to give an example 3 xbox live, netflix, kindle unlimited.

Today i got a call finally from ceo UK team, explained the issues of how was told they knew from the 5th that the original 14th connection date would not be available. Explained because of the month without home broadband and phone we have lost out on all these subscription services because of there delay. Still at this time feeling positive.

To then be told none of that would be covered as in there terms and conditions, they do not compensate loss of earnings or third party subscriptions (even though in my mind its there fault). He said that compensation for delay would be paid but would be more like a free months service and they would cover the calls if i could provide proof it was to talk talk. He also stated there was no evidence that they knew from the 5th they couldn't meet the original installation date, but when i referred to recorded calls he just said yes they may of told you that, but it would of been a mistake and would be dealt with back to that agent.

Sorry for the essay , but my questions are has anyone had any similar issues with talk talk or an internet provider?

Is there anywhere i can escalate it to?

would it be worth small claims court, or because they say its in the terms and conditions would that just end my case there and then?

Am i unreasonable for expecting this costs covered? or is this now the case nowadays, where the consumer is never compensated when these big companies fail to provide just because they allowed to write it into there terms.

Many Thanks

Beno148

chanz4

As its a consumer contract no service level agreement for services, if I was you I would cancel as there broadband is very very slow!

jrio

Very similar to my current situation, also with TT:

5/8: Ordered new line via phone for my dad who is in a residential home in Kent. Given appt date of 17/8 1-6pm.

17/8: Received call at 4.10pm to say they would have to reschedule. Nonsense explanation that the address isn't on Royal Mail's database. Agreed new date of 26/8.

26/8: Engineer arrived about 1.30pm but had difficulty tracing route of line. Did all internal and site work and then said he'd raise a task to return the next morning to do the wiring at the distribution point, as there was an issue with it.

Since then there have been numerous delays in Openreach doing the work, which to me stinks of them dragging it out, something I doubt they'd do if I was a BT customer.

One example: they put a "multi-skilled engineer on it from 1/9 at 5pm to complete the external work within 48 hours. That wasn't finished until 8.30am on 4/9. That seems as if he was just doing a little bit every day. I was then told that afternoon that I then had to wait for an appointment for activation!

Why can't they activate it and test it on the day the wiring is completed, when it's already over a week after the activation date? As of today, I'm still waiting for an activation date 4 days after all the work has been done, over 5 weeks since the initial order.

TT staff are utterly useless, just messengers who say sorry, thank you for your patience and ask for more patience. The Case Manager is especially ineffectual. He doesn't seem to challenge Openreach on anything, didn't know that TT's cheapest phone package requires you to take a router even if you don't want broadband, and his phone calls are just to tell me about more delays and to arrange more phone calls.

chanz4

most providers are powerless with openreach

TalkTalk

HI Beno148,

As part of our compensation policy, which you can find on our website, we do not cover lost earning or cost for additional services such as netflix etc.

With regards to the delayed installation this is something beyond our control. We do not determine when and what work Open Reach conduct. Cancellations of installs are rare and only occur in exceptional circumstances.

If you issue has already been handled by the CEO's Office this is the highest level of escalation in our complaints process. As such if you are unhappy with any offers they have made you will need to request your CEO Case Manager gives you the necessary information for arbitration.

Cheers

Mark
Social Customer Care Team
TalkTalk