Be wary of Talk Talk special offers

Sillychuckie

I followed an MSE tip entry last month, and switched from Sky to Talk Talk.
It promised £50 bill credit and £75 love2shop voucher.

TalkTalk said they couldn't keep my Sky phone number for some reason, but went ahead with the switch. (I accepted this, since, it didn't seem there was much that I could do about it, and they wouldn't/couldn't explain why).

Now the switch is complete, they tell me that the fact they issued me a new phone number negates both the £50 credit (offset by a new £50 'new line' charge), and, it voids the £75 Love2Shop offer.

Unbelievable.
I'm now financially worse off, and with a phone number switch I could have done without.
None of the small print says anything about this, as far as I can see. It just says 'if we switch you' that you qualify for the offers etc.

I feel switched, even if my phone number isn't (surely a technicality).
Nightmare.

SC.

csgohan4

I ordered Talk Talk broadband and phone line once 2012 to be exact, gave me an engineer date in 4 months in the future, no reason given.


Switched to Sky within 2 weeks and that was the last I touched Talk Talk

Smodlet

Hi,

I would suggest you make a complaint (and get a complaint reference if you have not already done so) to the effect that:

1) You require an explanation as to why your phone number was changed.

2) You feel you have been mis-sold the contract as they have failed to deliver what was offered and there is nothing in the T's and C's to indicate this might happen (but be sure of your ground first; maybe go through them again with a fine tooth comb)

3) If they cannot resolve the complaint to your satisfaction within eight weeks, you are entitled to leave without penalties or to take it to the Ombudsman. Make it clear to them you will take this action.

Did they have to install a new line? Do you know if they are using the same exchange as your previous provider? You can check via this: https://www.samknows.com/broadband/broadband_checker

If neither of the above apply, I can only imagine they change numbers to make life easier for themselves. You are not the first person to raise this particular issue on here.

Good luck and HTH.

Sillychuckie

I see TalkTalk have the offer on again, and the Ts+Cs say:


"BT, Sky or Plus.net customers
Voucher offer is exclusive to new customers who order online, switch from BT, Sky or Plus.net and can keep their existing landline number.
"

I guess by accepting that they could change my landline number if they wanted/needed to, I let them scam me out of this!
They didn't install a new line (nothing physical, no engineers etc).

They wouldn't tell me why they had to change it - they said SKY wouldn't 'release it' to them, but didn't explain why.
According to:
https://www.samknows.com/broadband/broadband_checker
Both are supported in my area.
- TalkTalk (CPW) LLU
- Sky Broadband
(indeed, I know neighbours on both).

I suspect they do this, to try and trick people out of the incentives. I should have cancelled the switch when they sent me a notification of my new number, but I didn't realize it would mean that I didn't get the transfer incentive.
I thought it was paid if you switched from Sky (but forgot the detail about 'keeping your number'). Its not the sort of thing I'd have paid attention to, as I assumed when I applied that there would be no problem keeping my number. I have had it for over 20 years!

Balls!
(anything else I can do)?

SC.

Sillychuckie

One other point of interest.
The voucher says:

"To check if you can get a voucher
Click 'Buy now' or 'Check Availability' and enter your postcode and landline number. There's no commitment to buy at that point so don't worry if you change your mind."


This form, indicated that I could get the voucher!
(even though some weeks later, they emailed to say I'd be getting a different number, they still gave an original impression that I could get the voucher).

Smodlet

You have received advice on how you could proceed. Whether or not you do so is your choice.

teddysmum

A new line involves work at the exchange and not a man coming to your home with an actual length of wire.

Smodlet

Often, yes, teddy'smum, but, if the copper has corroded at the OP's address, it might well need a new line installed at his residence. Speaking from experience, now.

fedupfreddie

Does your exchange say it supports sky llu or just sky?

Sillychuckie

I live in London - I'm sure all are supported.

The following services are available in your location:

BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT Wholesale SDSL
BT FTTC
BT FTTP
Vodafone LLU
TalkTalk (CPW) LLU
Sky Broadband
Zen LLU
Virgin Media (Cable


I spoke with Talk Talk, and they said the only reason the voucher was rejected was because I applied through the special MSE link.

They said that all Love2Shop vouchers are now being rejected by anyone who applies through MoneySavingExpert.com referral links!

I don't trust the info, but that is what is being said.
Waiting to get through to a manager now.

SC.

Smodlet

Wow. I'm pretty sure that is unlawful but what can you do about it? Have you emailed MSE to tell them this? They cannot read every post, after all.