Talk Talk Cut us off to force Fibre Contract - GDPR Breach

SuzeQStan

QrizB said:

SuzeQStan said:

The term of our existing contract has another 14 months to run.  I don’t know how to proceed - any advice gratefully received. 

Are you on Virgin's network? Could you sign up with them and continue claiming the £8 a day from TT for 14 months?

That’s what I’m wondering - although I believe there is a maximum term for the £8 daily penalty. 

SuzeQStan

Just checked we don’t have virgin service available sadly

QrizB

SuzeQStan said:

Just checked we don’t have virgin service available sadly

That's a shame
What about a friendly neighbour who will give you their wifi password?

400ixl

It's not until the end of your contract unfortunately, but could be at least 60 days.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

'Providers can put a cap on the amount of compensation they pay out. After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.'

Although as they can't actually re-provision the service you may get longer with

'After this, your provider needs to take reasonable steps to provide a suitable alternative service. If they are not able to give you a suitable alternative, you will still be entitled to automatic compensation under the scheme.'

Although I am sure you would rather have a new supply before then.

Good to hear you have at least made some progress and can start looking for that new supplier now.

km1500

do the t and c say they can unilaterally cancel the service ? 

you are certainly entitled to £8.40 a day for 30 days maybe 60 days maybe longer. It should be automatic - have they paid you ? if not raise a complaint that you haven't been psid.

littleboo

Compensation is not due until 30 days after the service is restored or 30 days after the service is terminated.

SuzeQStan

Hi - long overdue for an update. We’ve had family visiting these last couple of weeks from overseas so attention has been elsewhere.

We are still no further forward with TT - they have yet to formally respond and acknowledge our written complaint.

We keep getting emails saying they will contact us in 3 days then we get another email saying it will be another 2 days…and so on ad nauseum….

There has also been stress between me and OH over this - he still seems to think that TT will step up and sort something out. I really don’t understand why as it’s been a month and they keep fobbing us off,

At this point I have made a line in the sand - tomorrow I’m going to contact BT and contract with them for broadband in the sincere hope they will get OR out to dig the trench and get fibre to our house. 

My work has been badly affected by poor service from our stopgap unlimited mobile sim as I’m full time WFH. The company I work for lost our office over the pandemic - there is nowhere I can work from but home.

Sorry for the moaning post. Will update once hopefully better news in short term.

SuzeQStan

UPDATE: Progress at last!
BT are coming out to get fibre trench to our house by 13/11. Prior to that we will be back on our copper connection with them. Quite astonished to be with BT but in the end their offer of cash back & freebie trial month of ‘proper’ high speed fibre meant we would be paying approximately the same we were (technically are) with TalkTalk - £25pm but with TT that included free overseas phone calls and truly unlimited decent speed BB (we use a hell of a lot between us). With BT we are having to pay extra to have the telephone but have gone with minimum package on that (£2ish per month) but it will also be truly unlimited BB.

OH still thinks that TT will come good as he has a specific time telephone appt on Monday 24/10 to speak to their retention team.  Which would be within the cooling off period - but I reckon he is dreaming.
at this point I am having dreams about unlimited speedy internet - & it feels like it is within our grasp.
sorry I know the above really doesn’t sound MSE - but you will take what you can get when you have nowt. That’s my only defence…

SuzeQStan

Long overdue update….

We finally got reconnected to our broadband 3 days ago after months of what felt like torture when TALKTALK disconnected us from copper connection without any notice at all back in September.

That sounds dramatic but when you have lost your physical place of work during pandemic and have no choice but to work from home without proper broadband service - it’s a 1st world problem but still difficult.

when taking into account that my job was threatened during the process due to a linked fall in my productivity - a data SIM card will never do the job of a physical broadband connection.  At least not reliably.

so the date that BT had offered for our BB reconnection - 13/11 was delayed by a month but they came good with a free mini hub whilst we were waiting and free unlimited data top ups on our mobiles. 

If anyone ever finds themselves in this position in future I can highly recommend BT’s responsiveness as even though they were late in getting us connected they provided temporary solutions and did their very best by us. They rang us when they said they would and they sorted the temporary measures immediately.

TALKTALK on the other hand never rang us never did anything they said they would.  OH has kept excellent records of times of phone calls, who was spoken to, promised call back dates (never honoured by TT not even once did they ring us off their own backs) And every time we rang them it was a minimum 2 hour phone call whilst they painfully insisted on ‘testing our line’ each and every time…

We have now escalated to CICAS and have received a memory stick with the communication between us and TT.  Well communication from us at least as TT never really did anything you could call ‘communication’.  

On a side note BT have already told us we will be receiving compensation for the month delay of getting BB to our home. 

TT haven’t done or said much of anything. I strongly believe that we were an inconvenience to them - a tiny island of copper connection in an area largely dominated by fibre and they decided to just cut us loose. 

The worst of the whole experience for us has been the lack of communication.  Had we known TT was disconnecting our copper connection we would have gone for fibre and none of this would have ever needed to happen. We had no warning.

This may sound trivial but the arguments we have had as a result and the stress of threatened unemployment has led to seeking medical assistance.  I won’t say more about that.

i will update again with outcome of the escalation. And we are prepared to take litigious matters into our own hands should we not get satisfaction. 

Thanks for reading - your help and understanding was such a help in the early days of this. Thanks again

SuzeQStan

To add - the small trench cut through our paving by OpenReach was done very well and made good.  

By the time it happened I would have gladly accepted the whole paving getting ripped out - just show me the broadband! 😉😊👍🏻