talk talk problems

brianhs

Have been having major problems with Talk talk.
A 'brief' synopsis.
Mother is a 92 year old Talk talk - phone and broadband customer.
She was credit card scammed, cancelled her credit card which inadvertantly also cancelled her talk talk monthly payment scheme.
Result was she was disconnected.
Paid the outstanding on 6th August and was promised all services would be resumed in 1hr - 24hrs. Phone took 4 days to get reconnected.
Broadband still not reconnected - FIVE weeks later. Talk talk admit that they have put a block on her line which they are unable to remove. Many many phone calls - profuse apologises etc but still no broadband.
Mother has now changed provider and has broadband.
Question: Is there a way of getting recompense for her 5 weeks with no service. When I spoke to Talk talk (Talk is all they do with minimal action) they said that she would not need to pay her last bill which considering she has not had Broadband seems a bit off. Frustated.

iconoclus

Decide what you want and if you think it is reasonable ask TalkTalk for it. If you cannot agree then the way forward is the Ombudsman. The Ombudsman will deal with your case if you have received a deadlock letter or 8 weeks have elapsed and the matter has still not been satisfactorily resolved.


Ombudsman decisions are binding on the supplier but not on the customer. If you do not agree with the Ombudsman decision then you can take further action e.g. County Court Small Claims Division.

TalkTalk

hi brianhs,

We will need to look into the details of the account in more depth. Please post on the TalkTalk Community or tweet us @TalkTalkCare and we can look into this in more depth.

In regards to compensation we have a policy in place which covers a total loss of service. Its only applicable depending on the cause of the issue and is based on the number of days without service. Its not usually applicable for payments being missed causing restriction.

Regards

Mark
Social Customer Care Team
TalkTalk