TalkTalk

Idr76

Just a warning about TalkTalk. Issues with my home move "service". I "upgraded" to fibre 65 unlimited plan with Amazon tech pack. At payment details a box flashed up suggesting I prepay my account in full to effectively reduce contract from £29.95 to £25 per month.due to not receiving the tech pack I rang to chase it up to be told I've never ordered it. I knew I had so requested data via SAR. Whilst waiting for this my complaint was escalated to CEO office. Still adamant I had not ordered it. My SAR report came back showing I did in fact order it and the TalkTalk rep cancelled it when she offered to rectify the situation by "starting again" for me. I also requested some solution to the fact that my router drops signal ( shown via their troubleshooting on "my account") but I'll have to pay £140 to relocate mastersocket. The complaint has gone to CISAS and as part of the settlement offer they are willing to pay the difference on my 12 mth contract to bring that monthly bill to £25. problem is I  don't even have a 12 month contract and they want me to go to direct debit. It even says on my account details via the DPO " ask customer to change to monthly payments" I've so far yet to make a decision on the settlement offer but TalkTalk have lied,denied responsibility,have very little communication interdepartmentally and have tried to shift the blame onto me with statements like "you processed your orders in the wrong way" and when you processed your home move you put the same address in for "moving from" and "moving to". So far this has been the worst experience I've ever had with any company I've ever had to deal with. Totally incompetent,and every time they lie they forget what lie they have told me and proceed to contradict themselves.
Maybe I've just been unlucky ,that I can deal with but the complete lack of customer service is something else entirely.
Sorry it's long but I could have written twice as much and still not explained everything!

jbuchanangb

You make a lot of points, it is not clear what sort of advice you are looking for.

I doubt if anyone here can help your negotiation with TalkTalk over missing Amazon tech pack. Regarding the poor wifi range of the router, please say which model of router you have got. I have the SAGEM Wi-Fi hub, and when I put it close to the Master Socket, near the front of the house, the signal isn't very strong upstairs at the back. I have overcome this problem by using a Huawei HG612 VDSL Fibre modem near the master socket, and a pair of Netgear powerline adapters to get the signal from there to the Wi-Fi Hub in the lounge where it gives a better signal range where I need it, and also I can wire it direct to the Youview box. The modem was originally supplied by TalkTalk to work with an older router, but they are readily available on eBay.

Everyone starts with TalkTalk on a fixed length contract of some sort when they move home. The contract at the previous address is ended and a new one started, so you do have a fixed length contract of some sort, probably 12 months. Monthly Direct Debit is the default way to pay TalkTalk, but there are lots of other options, and obviously if you paid a year in advance for the service, then the monthly payments would just be for any usage charges. I have been with TalkTalk or their predecessor Tiscali for about 20 years, and I can remember a time when there was a discount for paying a year in advance. Didn't know they had reintroduced that facility.

The_Fat_Controller

Master Socket moves are £128.40