Getting recompense from talk talk

stoopyftm

Anyone ever tried this, how did you do it?

I'm looking to ask talk talk for some sort of recompense for my broadband being down and their poor service.

To cut a long story short, broadband connection started playing up in Nov last year after years of no problems with it, talk talk sent a new router out didnt fix the problem. They did tests at their end and admitted it was 'unstable' but would have to do some tests with me while I was in the house.

I then got stuck in a ridiculous loop of
1) arrange time for engineer to call ( a two hour window that often meant me having to finish work early)
2) Engineer would not call
3) I would get a call sometime later when I was at work and couldnt answer
4) I would ring them back when I had the opportunity and go through the whole rigmarole of asking details, trying to sell me something, checking line, then arranging for engineer to call.

Back to step 1 rinse and repeat, this happened about 4 times, I had also used webchat several times, registered a complaint, dealt with them by email etc

Finally by using the community I managed to get the engineer out (had to take a morning off work with no pay) and *fingers crossed* got the issue sorted.

Now I'm wondering can I claim recompense for the four months I was paying for a faulty service, and the calls that didnt happen etc (basically being messed about) which cost me time and money.

And any ideas how to go about this?

Thanks

[Deleted User]

I used the following:

Head of Complaints - CEO's Office TalkTalk (CEO)
PO Box 672
Salford
M5 0NG

and it was the only time I got any sense out of TalkTalk. I got compensation but would still never go back.

Boohoo

stoopyftm wrote: »

Anyone ever tried this, how did you do it?

I'm looking to ask talk talk for some sort of recompense for my broadband being down and their poor service.

To cut a long story short, broadband connection started playing up in Nov last year after years of no problems with it, talk talk sent a new router out didnt fix the problem. They did tests at their end and admitted it was 'unstable' but would have to do some tests with me while I was in the house.

I then got stuck in a ridiculous loop of
1) arrange time for engineer to call ( a two hour window that often meant me having to finish work early)
2) Engineer would not call
3) I would get a call sometime later when I was at work and couldnt answer
4) I would ring them back when I had the opportunity and go through the whole rigmarole of asking details, trying to sell me something, checking line, then arranging for engineer to call.

Back to step 1 rinse and repeat, this happened about 4 times, I had also used webchat several times, registered a complaint, dealt with them by email etc

Finally by using the community I managed to get the engineer out (had to take a morning off work with no pay) and *fingers crossed* got the issue sorted.

Now I'm wondering can I claim recompense for the four months I was paying for a faulty service, and the calls that didnt happen etc (basically being messed about) which cost me time and money.

And any ideas how to go about this?

Thanks

If you have a very good record of all the times and dates you called, emailed and when they called you then that would help.


As this has been going on since last year i would just leave and tell them why you want to leave and go to another company and forget about getting anything from Talk Talk as it could be a waste of your time and effort. But only you know if it is worth the extra time.


If you do go to a new firm and have the same issue's then there is a legal payout due to customers if they are without internet, phone line and missed appointments and other related telephone problems that i think started at the begining of April.


Good luck.

stoopyftm

Boohoo wrote: »

If you have a very good record of all the times and dates you called, emailed and when they called you then that would help.


As this has been going on since last year i would just leave and tell them why you want to leave and go to another company and forget about getting anything from Talk Talk as it could be a waste of your time and effort. But only you know if it is worth the extra time.


If you do go to a new firm and have the same issue's then there is a legal payout due to customers if they are without internet, phone line and missed appointments and other related telephone problems that i think started at the begining of April.


Good luck.

Sadly, because a lot of the correspondence was by webchat or telephone I dont have a written record of what was said and because I thought it would be a straightforward process I didnt bother keeping dates and times. I suppose I was too trusting.

I reckon I'll just go straight to the top man as identified in the previous from anactuary. I rather stupidly thought it would be good business practice for talk talk to recompense for me paying for a service that didnt work. Obviously thats a bit of naivety on my behalf :rotfl:

Rodders53

Best ask via the Community.

OCEs there seem to have some clout with all parts of the TT business and may be able to offer you something?

TalkTalk

Hi stoopyftm,

Can you please send over a tweet to @TalkTalk or register and post on our community forums so we can take a look what's happened for you please?

Thanks
Emma - TalkTalk Social Team

macman

You should get a credit for the days the service was down, pro-rata. Nothing for your consequential losses, mental anguish etc, since there is no SLA on a residential contract. You might get a small goodwill credit, but it's not a given.
It's much cheaper for them to send you a router to swap out, than to have to raise a line fault with Openreach, so getting the latter done is always a struggle.

stoopyftm

TalkTalk wrote: »

Hi stoopyftm,

Can you please send over a tweet to @TalkTalk or register and post on our community forums so we can take a look what's happened for you please?

Thanks
Emma - TalkTalk Social Team

Hi Emma, I've just tried to reply to you via PM but the inbox is full so I'll put my reply on here instead

Hi,

I am messaging in response to Emma's post on my complaint thread
https://forums.moneysavingexpert.com/discussion/5989233/getting-recompense-from-talk-talk

I can't send a tweet as I'm not on twitter, but I have already a thread on this in the talk talk community which I started as a last resort when I was going round in circles and I must say that the OCE's of Chris, Michelle and Debbie were a great help in finally getting the problem (hopefully but it's early days yet) fixed

https://community.talktalk.co.uk/t5/Broadband/Ongoing-broadband-problem-what-to-do-next-help-needed-please/m-p/2343354#M734055

My grievance now is paying for a none working service, and subsequently paying for third party subscriptions that were a waste of money without a working broadband, and moreso the missed appointments which caused me time off work and loss of earnings. Not once have I been offered any type of recompense no matter how small as a sorry for the problems and inconvenience I suffered. I could go on about the terrible customer service I received on top of the none working product, suffice to say I was less than impressed.

I have broached this topic on the community but as you can see near the end of the thread but as Chris has advised me to raise a complaint however thats what I when I was going nowhere with my initial problem and I still ended up going round in circles. So I thought I would try a different angle and come on here instead, and so far the best bit of advice appears to be going direct to the head of complaints, unless you have any better ideas.

Regards,

A loyal for over ten years, but now somewhat disgruntled talktalk customer