TalkTalk just cancelled my internet/phone/TV

Jmoo

Hello

I gave Talk Talk the benefit of doubt and signed up with them on Black Friday for a decent deal - half price line rental, half price premium television channels, half price Fibre broadband.

I took an afternoon off work and had my first engineer visit from BT Openzone at the start of December when the engineer unsuccessfully found the place that connected my flat to exchange. No fault of my own, but delayed my visit until after Christmas.

After a week of phone calls I managed to get my 4 January appointment. I had a second day off on this day when my the engineer found the box with ease, installed the phone line, and the TV was up and running. All was perfect.

Until 36 hours later the internet went off and never returned. This morning I woke to a 'thank you for your cancellation' email.

Customer Services said because of the delay it was cancelled - even though everything had been activated. They've now put through another order, and weren't too certain how likely the deal would be honoured. They hoped to apply a discount later.

Now they tell me - despite the engineer having fitted my flat up and two days off - I will have to wait until the end of the month for a new phone number, internet, and to get my TV channels back.

I'm fuming and I'm finding it difficult to talk to someone senior about it. What can I do?

Robin9

go straight to the top

Dido.Harding@talktalkplc.com

TalkTalk

[FONT=&quot]Hi Jmoo,

I am truly sorry to hear this and do apologise for any inconvenience caused. I would like to help with this, please contact us on out Twitter feed @TalkTalk Car or on our Community.

Thanks

Abbie [/FONT]

Jmoo

Thanks Abbie. Alas I'm still waiting for a Twitter response 36 hours later. I did explain to Dido your CEO I think the Twitter responders need more resource.

I did manage to have two hour-long phone calls yesterday who told me they had cancelled TalkTalk and the order days before the engineer even turned up! After demanding to speak to a manager and getting told I'd hear back in 72 hours I decided to ring the cancellation team - as they'd technically cancelled on me!

Anyway, we went around the houses for about 45 minutes. He seemed to think it had nothing to do with them. But at the end of the day even if this is an automatic process to cancel my order (surely someone still pulls the plug?) they were the ones who instructed Openreach to go to my house days afterwards. They were the ones to reassure me a 4 January appointment would be fine, that my order was on hold. He wasn't accepting of that, and it sounded like hassle to them to honour my Black Friday deal. He even suggested I got one day's worth of free internet because of the mess up, as if I should be grateful for that?

I now will have to have a third day off work for a third installation appointment in three weeks - 2 months after I first ordered! I will have to pay for 4G to power my laptop until then, and I'm still having to make more phone calls about it all.

I did write to Dido, whose office said they had received it, but I heard nothing further. To make matters worse today I've had FIFTEEN texts about my next appointment with no date in it! I alerted Customer Services on Twitter who haven't paid any attention to those in similar experiences. It's rubbing salt in the wounds.

I really want to like TalkTalk after all it has been through, but talking to the cancellations team it was the first time I'd want to cry through anger!