Talk Talk help, end of my tether

Tacitus357

TalkTalk_Company_Representative wrote: »

Hi there,

If anyone is in need of help you can tweet @TalkTalk care. For non twitter users there is help available on our community forums where you'll be able to register and post.

Thanks
Emma

Most amusing. I was just on the community forum to see if anyone else had experienced a 50% drop in download speeds lately, when I moved on to the next post I got this

ragstorags

parttimeskint wrote: »

The sales advisors probably get commission or some kind of incentive for booking a sale. Which is why the default, advisor remedy is........I'll rebook it for you. .......The majority don't care that the order failed or was rejected or why it failed or was rejected.

They will happily place orders to take over existing numbers at times they know talk talk aren't allowed to place those orders due to imposed restrictions so the orders fail, they will happily place orders for new numbers, saying BT, Sky, Virgin, Plusnet or anyone else won't release the number you have or just knowingly misleading people about it for the sale saying they did order a number port but the system provided a new number itself for the aforementioned reason. even if they know there is an issue or not they will happily place your order.

Talk talk is all about the money. The user gets it as it is cheap knowing, and not caring what the general quality and reputation is like. The advisor will make some kind of bonus placing the order, if not directly then indirectly, so doesn't care if it will work or not as the chances of him ever speaking to you again are slim to none. The bosses are raking in the dosh and, as long as the cash keeps coming in, they have no incentive to improve things.

In general, with anything, If you want quality then you pay for it, if you want cheap, then cheap is what you get.

Talk talk are a very cheap BB and phone provider. You can read that however you like

Yes I totally agree with everything you say, you get what you pay for, in hindsight I should of stayed with Sky! Oh well we live and learn.

ragstorags

Tacitus357 wrote: »

Most amusing. I was just on the community forum to see if anyone else had experienced a 50% drop in download speeds lately, when I moved on to the next post I got this

Try the Twitter link, if anything it's good reading all the complaints.

DavidP24

You NEED to contact the CEO's office, it will be the only way this is sorted.

Meanwhile do not just tweet them on their "don't care" twitter account, reply to every tweet they send out on the @TalkTalk_UK account so all the people they engage with are aware of your problem.

No twitter account, no prob, go create an online account at Yahoo, Hotmail or Google, create a twitter account called @TalkTalkVictim using that email and tweet them from that.

Paste your whole story below in short bursts to main and don't care account.

Do not share personal data, they will ask you to follow them so they can sent you private message, do that but keep the pressure up.

I would not settle till you had a years free line rental and BB on top of whatever was offered.

Be aware that the call centres will tell you to use different email addresses so they get a commission, the Indian call centres at TalkTalk are renowned for this, their Filipino ones are not on commission but will keep you on the line so they get paid more but they have no power to fix anything.

I would inform the CEO that you are now charging them for your time on this matter as you have been more than reasonable, keep timesheets and charge at whatever you earn. Send a copy of this to the company secretary, then when all over submit an invoice with 7 day payment terms or else interest at 4% above Barclays base rate. Then issue claim in small claims court for unpaid bill if they do not pay.

ragstorags wrote: »

Hi everyone.
I am so annoyed with Talk Talk.
I was with Sky for TV, broadband and landline, After all the great advice on here on money saving I decided to cancel sky TV at the end of my contract but kept the broadband and phone so Talk Talk could take over.
I put my first Talk Talk order in through U Switch to get a £100 love to Shop voucher on 11 Nov 15 and thats when the problems started.
My estimated go live date was 26th Nov 15. I never received a Talk talk router. I was receiving calls every couple of days from the manager taking care of my account at Talk Talks call centre in India, assuring me everything was going through fine, then on activation day, no router, still with Sky.
I called Talk Talk who said I need to put another order through as this one had been cancelled, I asked cancelled by who? They couldn't answer. So I put another order through, they advised me to use a different email address, I used my daughter and they confirmed I would get the same package with the £100 Love to Shop voucher. Again I was getting calls every couple of days from India from the Manager taking care of my account, assuring me everything was going through fine. I also received an email saying my activation date was 8th Dec 15.
So the calls every couple of days from India carried on, they kept pushing my activation date forward, telling me next week and then next week, I mentioned I hadn't received a router and was told I would receive one in the next few days. So I waited and waited, till it got to 13th Jan 2016 when I received an email stating 'Your Talk Talk and broadband are now live' also stating my go live date 8th December 15? When I got home from work that evening, my Sky broadband and telephone had gone off so I assumed it was a crossover to Talk Talk, even though I still didn't have a Talk Talk router.
Came to work on 14th Jan 2016 to an email from talk talk stating ' Leaving Talk Talk - what you need to know? Also saying I had £242 cancellation charges, I was so upset, I called Talk Talk got through to the call centre in the Philippines to be told it was Sky's fault, they wouldn't let Talk Talk take over, so I called Sky who said they released the line to Talk Talk on the 8th Dec 15. I was almost crying, so frustrated, what had I done wrong. I called Talk talk back and told them what Sky had said, they again said no my services were with sky, I called Sky while I was on the phone to Talk Talk and Sky confirmed I had no active services with Sky as Talk talk had taken over. I was told I needed to put another order through with Talk Talk so was transferred to the UK call centre, I spoke to someone called Charlotte who assured me the cancellation fee's would be waived and I would get a £50 bill credit but I couldn't get the £100 voucher as I was not doing it online, I was livid, I asked to speak to her Manager and was then put through to someone called James, who said yes I had not done anything wrong, I will get the cancellation charges waived, I will receive the £100 voucher and I would receive a £50 bill credit. I asked him to email me or put in writing what he had said, he said he couldn't but it was all in my notes, I asked for his surname, he said he couldn't give it me but he was the only Manager called James there, I was then put back through to Charlotte to put my new order in, who again confirmed everything James had said, I was so tired of the whole game at this point I went ahead with the new order, this being the 3rd order submitted. The the next day being 15th Jan 2016 I receive the router in the post, so I plugged it in and hey presto it works, I have broadband, I then check my land line and it calls out with a new number but it can't receive incoming calls. I think great I have my new line, the UK call centre have really done the trick till 2 days later Monday 18th Jan 2016 I received my regular call from Talk talk to be told I have no active account with Talk Talk??? I am flabbergasted, how have I got broadband then, after crying and complaining to the poor guy in the Philippines he puts me through to the UK, James the Manager is no where to be found, neither is Charlotte, so have to speak to another Manager who tells me there is nothing in my notes about waiving cancellation fee's or vouchers or bill credits but assures me as calls are recorded he will sort it out, but again my order has been cancelled and I have to order again OMG. I explain that I have Talk Talk broadband working at home which he can't understand. So I put another order in again being told I will get my voucher, £50 bill credit and the cancellation fee's will be waived, again he can't give me his surname or verify in writing or email but he did give me his email if anything goes wrong this time I can email him and he will call me back, also stating everything has now been put in my notes correctly, he gains my trust so I go ahead and put yet another order in, he says my services will go live on 1st Feb (being this Monday coming). When I get home that evening the broadband was off! So i'm waiting, telling the kids its all going back on on 1st Feb.
Today I get an email from Talk Talk saying my online bill is ready to view, and its £250.00??? I really can't take much more, I can't log into my account as i have been told I won't be able to till my services go live. So i have spent the last hour on the phone to Talk Talk in the Philippines I explain for abut the 25th time and am told again thee are no notes, so I ask for the recording's of the calls as I am always told the calls are recorded, but the lady can't find them, she puts me through to a Manager who says she will take my word for it and when my service goes live on Monday the fee's will be waived, I have lost faith, I am so upset with all this, how can I trust talk talk when the notes are not even there and they can't find the recorded calls?
I have emailed the manager but when he called I was still on the phone to Talk Talk in the Philippines so I asked him to call me back in 10 minutes, that was 3 hours ago...
I also now have 7 hard searches on my credit file from Talk talk, what is going on?

daz278

when i had a technical problem with them , i asked for names told them i was keeping a log in case i had to go to the ombudsman.... seemed to expedite matters. though your problem seems much worse....good luck with it

ragstorags

Thanks DavdP24. Your advice is great but I just don't have the energy, I have honestly lost the will.

What's bothered me more is the now 8 credit checks on my credit file. I don't know why there's an extra one.

I've have learnt a valuable lesson, cheaper is not always better.

DavidP24

ragstorags

You HAVE to find the energy to fight, your credit record is more important than your passport these days.

For goodness sake you just wanted to have some damn broadband and this disgusting company has ruined your credit record, misled you, run you ragged, made dozens of false promises.

I have posted on here before how TalkTalk abuse the credit reference system, they should not even be sharing data on a credit reference system (which they do every month for their 4m customers), there is no credit.

PM me if you need a hand, I have some contacts in the CEO office and I have some other ideas on how you can get payback.

norbert2

Thanks ragstorags, I understood your original post as only someone who has tried to buy from TalkTalk can.


I tried to take up the MSE offer posted for Broadband today - its 12 mth contract but after the linked page no futher mention of the 12 month term can be found and the small print / contract terms state its an 18mth contract. I tried to get clarity from TT help line and was put through to Sales where I was abruptly cut-off. I started an IM session with them and the rep insisted all contracts are 18 mths. I accepted that the third party deal may say something else but you would expect them to acknowledge the fact after I sent him the URL of the splash page showing "12 month contract". I have little doubt there is a 12 month contract via the MSE link but the contract is the contract and the small print says 18 months. If they want to sell they might be expected to change the wording from 18 to 12 surely.


I decided they were probably useless and came to the forum to seek wisdom. After reading your post I now understand. TT are clearly in a flat spin following their recent security troubles. They need to go out of business as the law of the jungle requires. You may be able to get financial compensation by shorting their shares - I give them perhaps another 12 months (nothing should be construed as financial advice TT shares can go up or down as well as out). In any case its clear to me they are more or less dysfunctional. Thanks for saving me from a dumb decision - I'm off back to PlusNet.

DavidP24

norbert2 wrote: »

Thanks ragstorags, I understood your original post as only someone who has tried to buy from TalkTalk can.


I tried to take up the MSE offer posted for Broadband today - its 12 mth contract but after the linked page no futher mention of the 12 month term can be found and the small print / contract terms state its an 18mth contract. I tried to get clarity from TT help line and was put through to Sales where I was abruptly cut-off. I started an IM session with them and the rep insisted all contracts are 18 mths. I accepted that the third party deal may say something else but you would expect them to acknowledge the fact after I sent him the URL of the splash page showing "12 month contract". I have little doubt there is a 12 month contract via the MSE link but the contract is the contract and the small print says 18 months. If they want to sell they might be expected to change the wording from 18 to 12 surely.


I decided they were probably useless and came to the forum to seek wisdom. After reading your post I now understand. TT are clearly in a flat spin following their recent security troubles. They need to go out of business as the law of the jungle requires. You may be able to get financial compensation by shorting their shares - I give them perhaps another 12 months (nothing should be construed as financial advice TT shares can go up or down as well as out). In any case its clear to me they are more or less dysfunctional. Thanks for saving me from a dumb decision - I'm off back to PlusNet.

You were right to STAY AWAY from TalkTalk, I have posted loads of the reasons why on here,

But next time they LIE to you and say they do not do 12m contracts ask them to follow this easy to remember link http://!!!!!!/TalkTalkLies

ragstorags

norbert2 wrote: »

Thanks ragstorags, I understood your original post as only someone who has tried to buy from TalkTalk can.


I tried to take up the MSE offer posted for Broadband today - its 12 mth contract but after the linked page no futher mention of the 12 month term can be found and the small print / contract terms state its an 18mth contract. I tried to get clarity from TT help line and was put through to Sales where I was abruptly cut-off. I started an IM session with them and the rep insisted all contracts are 18 mths. I accepted that the third party deal may say something else but you would expect them to acknowledge the fact after I sent him the URL of the splash page showing "12 month contract". I have little doubt there is a 12 month contract via the MSE link but the contract is the contract and the small print says 18 months. If they want to sell they might be expected to change the wording from 18 to 12 surely.


I decided they were probably useless and came to the forum to seek wisdom. After reading your post I now understand. TT are clearly in a flat spin following their recent security troubles. They need to go out of business as the law of the jungle requires. You may be able to get financial compensation by shorting their shares - I give them perhaps another 12 months (nothing should be construed as financial advice TT shares can go up or down as well as out). In any case its clear to me they are more or less dysfunctional. Thanks for saving me from a dumb decision - I'm off back to PlusNet.

I was so annoyed and upset the day I wrote the first post, I don't think any company has ever messed me about the way Talk Talk have, I am glad my post saved you the headache of signing up with them.
I was lied to so many times by Talk Talk reps, told notes were taken that were not there on subsequent phone calls, and the biggest joke was being told on every call that calls are recorded, yet when I asked for the recorded calls they couldn't be found.
I am now tied into an 18 month contract with a company I don't trust.