Talk Talk - disgusting customer service

Pablosammy

I'm utterly livid.

I've just moved house, and despite Talk Talk trying to tie me into a new 18 month contract, I negotiated and got them to continue my existing contract. Turns out they were outright lying to me.

After an exhorbitant wait to get my broadband connected, a quick speed check showed what looked suspiciously like a 'Fibre Medium' upload/download speed instead of the 'Fibre Large' package I was signed up for. Sure enough, when ringing them up it appeared that they had messed up the move, so not only was I on a lesser contract, I was paying more. What's more, it looks like they've started a new 18 month contract.

They have refused to correct the issue, and say they need to listen back to the conversation I had when I tried to move my contract. They were rude and dismissive throughout, and refused to transfer me to a senior manager despite repeated requests to do so (Adele 1-000003-490434-0, I'm speaking to you!).

I feel trapped - if I cancel my DD, they'll probably bend me over a wall. They won't cancel unless I pay £300 or something daft.

What an utterly horrible company.

Never EVER be tempted - don't think "they'll probably be fine". Total con artists.

macman

A free home move invariably requires a new minimum term contract-how long did you have left? No sane supplier is going to do that only for you to leave a few months later with them absorbing all the costs.

WarrenG_2

Pablosammy wrote: »

I'm utterly livid.

I've just moved house, and despite Talk Talk trying to tie me into a new 18 month contract, I negotiated and got them to continue my existing contract. Turns out they were outright lying to me.

After an exhorbitant wait to get my broadband connected, a quick speed check showed what looked suspiciously like a 'Fibre Medium' upload/download speed instead of the 'Fibre Large' package I was signed up for. Sure enough, when ringing them up it appeared that they had messed up the move, so not only was I on a lesser contract, I was paying more. What's more, it looks like they've started a new 18 month contract.

They have refused to correct the issue, and say they need to listen back to the conversation I had when I tried to move my contract. They were rude and dismissive throughout, and refused to transfer me to a senior manager despite repeated requests to do so (Adele 1-000003-490434-0, I'm speaking to you!).

I feel trapped - if I cancel my DD, they'll probably bend me over a wall. They won't cancel unless I pay £300 or something daft.

What an utterly horrible company.

Never EVER be tempted - don't think "they'll probably be fine". Total con artists.

Sorry to hear you troubles with Talk Talk, you are certainly not alone!

Their service is diabolical !

Make a complaint with the Ombudsman http://www.ombudsman-services.org/

They shouldn't be allowed to get away with it. Just because they offer cheaper services than others doesn't mean that they can make up their own rules.

I was paying some serious money for both business and personal broadband. I managed to get rid of the business contract, just going to pay out of a personal one and get rid of TT for good!

We made a a formal complaint. Ombudsman has awarded in our favour plus an apology but not enough to cover the remaining contract cost.

Their service is that bad, I'm happy to pay the rest to get rid of them

Main thing is that they have been aware by the Ombudsman for their failings which should help others.

PS Ombudsman can take 8 weeks.

DavidP24

Pablosammy wrote: »

I'm utterly livid.

I've just moved house, and despite Talk Talk trying to tie me into a new 18 month contract, I negotiated and got them to continue my existing contract. Turns out they were outright lying to me.

After an exhorbitant wait to get my broadband connected, a quick speed check showed what looked suspiciously like a 'Fibre Medium' upload/download speed instead of the 'Fibre Large' package I was signed up for. Sure enough, when ringing them up it appeared that they had messed up the move, so not only was I on a lesser contract, I was paying more. What's more, it looks like they've started a new 18 month contract.

They have refused to correct the issue, and say they need to listen back to the conversation I had when I tried to move my contract. They were rude and dismissive throughout, and refused to transfer me to a senior manager despite repeated requests to do so (Adele 1-000003-490434-0, I'm speaking to you!).

I feel trapped - if I cancel my DD, they'll probably bend me over a wall. They won't cancel unless I pay £300 or something daft.

What an utterly horrible company.

Never EVER be tempted - don't think "they'll probably be fine". Total con artists.

You are ABSOLUTELY right to feel this way, it is a complete RIP OFF that they SAY it is free.

I have also seen these foreign call centres telling you one thing while they sign you up for something else and earn commission.

DavidP24

macman wrote: »

A free home move invariably requires a new minimum term contract-how long did you have left? No sane supplier is going to do that only for you to leave a few months later with them absorbing all the costs.

MAC that MIGHT have been the case if the company did not expressly say on their website that they move you for FREE, no small print, no conditions, just free.

I signed for a year at £3 a month no line rental, when I wanted to move they said I had to pay 18 months, not at the £3 but with a so called special offer at over £300 a year more.

Needless to say I told them to Foxtrot Oscar, I paid the remainder of the contract and let them rot.

They also tried that old TalkTalk chesnut, a deal for 12 months (crappy as it was) on an 18 month contract so you end up paying their fake retail prices for 6 months.

jbuchanangb

TT only waive early termination charges when a customer moves house if the customer enters a new 18 month contract at the new address. They do allow customers who still within their minimum contract term to negotiate new discounts in order to start a new 18 month minimum term. You need to decide what discounts you want, then ask their loyalty/retentions team to apply them, in exchange for agreeing the new minimum term. To some extent, like all utility companies, they rely on customer inertia, so that when discounts lapse, and minimum terms come to an end, the customers revert to the full published prices.

TalkTalk

Hi All,

As @Jbuchanangb has correctly pointed out, when conducting a home home there is always a new contract term at the new address, as a home move is effectively cancelling one contract and starting a new supply at a new address.

If you are in contract we do not charge cancellation fees on the old address, provided you remain with us at the new address. This, alognside the installation cost is why a new contract term is necessary at the new address.

This is detailed publicly in the Moving Home help article on our website, which does show a new 18 months contract is applicable.

@pablosammy - In regards to your issue you should never have been advised the contract term would be waived at the new address. This quite simply isnt possible. Either you agree to the new contract term at the new address, or you do not transfer your services and would be applicable for cancellation fees on your old account. If you were promised that no contract term would apply, then to look into this we will need to check the call recordings. Please either tweet us @TalkTalkCare or post the details of your issue on the TalkTalk Community

Cheers

Mark
Social Customer Care Team
TalkTalk

DavidP24

TalkTalkMark

Can you not see that image above that shows what your site says, it says free move, it does not say "subject to you starting a new 18 month contract" which would not be FREE just in case you do not realise.

Free means no additional cost
Free means unrestrained

Neither are met here

I called retentions 5 times, not only did they want to FORCE me into a new contract, the "offers" they made were £300 more per annum than I was paying.

If they had maintained the existing deal I was on I would have gladly stayed.

I remember one of the operatives told me "you have no choice" I said "really, we shall see about that"

So I moved, I put the account in limbo and paid it to the end of the term, prior to which I terminated.

I am reporting this and your other activities of issuing bills for fake or illegal charges to OFCOM.

DavidP24

@TalkTalkMark

Oh and that page you refer to (which is NOT the page I was referring to) has your evil plan hidden under the service tab (not displayed unless a visitor clicks that tab)

on that tab is says

"
Your TalkTalk package & boosts

If you're already on one of our current packages such as SimplyBroadband, Essentials TV or Plus TV, then you'll be able to take this with you when you move. If you're not on one of our current packages, we'll help you to find the perfect one for your needs in order to get you up and running in your new home.
Whether you're staying on your existing plan, or you've found a new package that suits you, we'll start you with a brand new 18 month contract when you make the big move. Easy!
When you place your home move order, you can choose which Boosts you'd like to keep or add into your new address, so depending upon the availability in your area, you can continue to benefit from the savings."


Then Lower down it says


"
Value Line Rental

If you are already signed up to Value Line Rental at your current address then you can take your savings to your new home. We'll simply start you on a brand new 12 month Value Line Rental when you move to your new property. To do this we'll ask for a one-off payment, and then we'll credit your bill for any unused line rental from your previous address."


This is the other CON, because it puts your line rental and broadband out of sync, one is at 12 months and the other is 18 months.

This deprives consumers of a free and easy way to move

If they leave after 12 months they lose 6 months broadband which they are forced to pay, if they wait out the 18 months the price on the line rental is obscene.

Again this shoddy practice needs to be reported to OFCOM by as many people in this community so that OFCOM force TalkTalk to offer equal contract lengths or a right to terminate BOTH services without penalty when either expires.

Pablosammy

TalkTalk_Company_Representative wrote: »

Hi All,

As @Jbuchanangb has correctly pointed out, when conducting a home home there is always a new contract term at the new address, as a home move is effectively cancelling one contract and starting a new supply at a new address.

If you are in contract we do not charge cancellation fees on the old address, provided you remain with us at the new address. This, alognside the installation cost is why a new contract term is necessary at the new address.

This is detailed publicly in the Moving Home help article on our website, which does show a new 18 months contract is applicable.

@pablosammy - In regards to your issue you should never have been advised the contract term would be waived at the new address. This quite simply isnt possible. Either you agree to the new contract term at the new address, or you do not transfer your services and would be applicable for cancellation fees on your old account. If you were promised that no contract term would apply, then to look into this we will need to check the call recordings. Please either tweet us @TalkTalkCare or post the details of your issue on the TalkTalk Community

Cheers

Mark
Social Customer Care Team
TalkTalk

Regardless of what your T&Cs are, I was promised over the phone that my existing contract (Broadband Large) would be transferred. This didn't happen, and now I'm paying more for a lesser service, and appear to be in a new 18 month contract.

Not only that, but despite being promised a call back from the 'CEO', I have not heard a peep since.

I'll be complaining to the ombudsman about these persistent and deceitful lies.

TalkTalk

Hi,

@David24 - as you have stated the page does confirm that there is a new contract term applicable to the new address. This has no relevance on the Value Line Rental. VLR is for a 12 month period, it can be renewed and if you disconnect during this time we automatically credit back the advance portion that you have not yet used. VLR isn't a service, its a discount that you are taking advantage of. IT is not a contracted term as we refund any unused amounts.

@Pablosammy - That will need some further investigation, for which we need to confirm some more info with you. Please either tweet us @TalkTalkCare or post the details of your issue on the TalkTalk Community and we can check some account information with you and look int the call in more depth.

Cheers

Mark
Social Customer Care Team
TalkTalk