2 days in and it's TalkTalk problems already!

ryan92

So I decided to move to TalkTalk primarily due to cost and the fact I could get the Sim Only deal for £5.50!

Sky did hit me back with another offer that beat TalkTalk's by over £65 so I decided to stick with Sky. It was then that TalkTalk offered me 12 months half price off my package price rather than the 6 months I was previously given ; my package with TalkTalk was Free broadband for 18 months and line rental at £17.70.

It was at this point the advisor I was speaking to on the live chat service couldn't apply the offer due to problems at their end. I was advised to get back in touch when the account was fully active and they would apply it no bother.

So.... I let the line be live for a few days before I thought about getting back in touch and that's the position I am in today. I got back in touch to be told that the offer I had for 6 months off the line rental was the absolute most they could do and the advisor who stated 12 months off the package price referred to the broadband cost only. When I disputed this with the advisor they stated that the line rental cost is not the package cost and this is a seperate charge.

Already 2 days in and I've had to email the CEO to try and get this resolved. Really not a great start I must admit!

TalkTalk

Hi Ryan92

I am really sorry to hear about this.

If you can contact us through twitter (@TalkTalkCare) or through our community page which can be found on our website, we will be able to look into this for you.

Thanks

Vicky

ryan92

Have done. Look forward to your reply

Bigphil1474

So they are stating that they offered 12 months off the free broadband package? not the line rental. Lol.

macman

Any rational person would conclude from that info that the discount is off the total bundle price, i.e. the package price, not just the broadband But, hey, this is TT we are discussing...
That's why it's crucial to get confirmation of the exact price per month you will be charged, and preferably in written form via Live Chat

zee744

Similar thing happened with me but with PlusNet. I'm looking to email the CEO but haven't been able to find their email address

diamonds

zee744 wrote: »

Similar thing happened with me but with PlusNet. I'm looking to email the CEO but haven't been able to find their email address

you have private mail

ryan92

Thought i'd update you all one the outcome and my discussions with the hilarious CEO team!

At the time, I was speaking to both the CEO and customer services opened a complaints case too. The CEO advisor claimed when the advisor said about getting 12 months at half price, what he actually meant was and get ready for this ;

TalkTalk_CEO_Team wrote:

When the advisor told you this, what he actually meant was extending your FREE broadband offer from 12 months to 18 months

When I disputed this and said that my welcome letter stated I was getting FREE broadband for 18 months to start with, he said to ignore it as they are automatically generated..... he couldn't explain why it said 18 before I was given this '12 month' offer though!

The CEO advisor also wasn't sure why I was complaining anyway as he said the offer I had was the very best he's ever seen any customer have on their account..... I must be special

Anyway, after a few emails and calls between myself and the CEO team, I received the final conclusion from them ;

_TalkTalk_CEO_Team wrote:

Dear Ryan,

Thank you for your e-mail.

I appreciate what you are advising but I can't add any further discounts to your account at thsi time.

We are currently providing you with line rental and unlimited broadband for £8.35 per month.

My suggestion to you would be to call the loyalty team, this department are there for this very reason, if you call them just prior to the existing 6 month offer expires then I am quite sure that they would comply with any previous agreement. If you are having problems then please come back to myself directly at that time and I will speak with them on your behalf

So, I assumed that defeat had been reached unfortunately. It was then a day later that the complaints team seemed to get back to me. This team is obviously lower level than the CEO team so I wasn't expecting much.

_TalkTalk_Complaints_Team wrote:

Having looked at your account I can see you were offered 12 months half price off your package. I will remove your 6 months discount right away and apply this new 12 month offer

And right there and then, I received an email confirming the half price offer for 12 months was to be applied. Absolutely shocking service from the CEO team.....so unhelpful and not willing to do anything.

Don't even get me started on the mobile service, having to constantly log into the account on the website and click through several pages to get the official allowance usages since the app doesn't work.

ryan92

Few months later and the speed and reliablitity of the connection is shockingly poor.
Had Sky BB for 4 years and not a single issue.... the advisor on the phone also said that Sky was a great company to be with so why did I move if I was happy!!!!

I'm actually hoping for a price increase soon so it would at least give me grounds to run for the hills!

TalkTalk

Hi Ryan92

Are you still in contact with the CEO team?

If you can private message over your twitter name if you have contacted us that way previously we can take a look into this for you.

Thanks

Vicky

ryan92

TalkTalk_Company_Representative wrote: »

Hi Ryan92

Are you still in contact with the CEO team?

If you can private message over your twitter name if you have contacted us that way previously we can take a look into this for you.

Thanks

Vicky

Your CEO team were absolutely useless Vicky. If you could feed back that the service of 'Donny' was unhelpful and pathetic that would be great. He stated he couldn't do a single thing for me despite what was promised as his systems wouldn't allow him to authorise such a change (this was to change the offer from 6 months half price to 12 months half price line rental), and kept emphasising what the advisor meant was free broadband for 18 months. Absolutely poor.

This then became even more apparent when someone from the customer service complaints team phoned back a few days after speaking to the CEO team who were able to add on the 12 months offer.

Really was not satisfied with the whole interaction with Donny from the CEO team!