Talk Talk Complaints

tomzin · 20 August 2007 at 2:51PM

Hello all, this is my first serious post ever on the site, but I have been a regular reader for a couple of years now...and have the £2 coin money box going well.

I have had a nightmare experience with TalkTalk during our recent house move. Nobody on their so called 'customer service' seems to be able to give me a name and/or address for customer complaints. All I have been told is to send a letter to Head Office! So any help with finding a more specific place to address a letter of complaint would be appreciated.

I will gladly record the whole sorry tale if anyone is interested (..could be a short novel..) but let me leave you with this taster:

...just when we thought that we had finally (after a couple of months of their incompetence) got our broadband up and running at the new house, I tried to log on, only to find that they had shut off our broadband access due to a direct debit being refused.

When I questioned this (we have a cast iron credit rating) I was quoted the sort code of 'our' Barclays Bank which had refused the payment...
We have never had a Barclays a/c ... then slowly the operatives voice faltered as she realised that they had tried to apply the DD for our bill to their own bank!

So, I have the ammunition, just let me have a target to fire it at please.

TalkTalkBoy · 20 August 2007 at 2:54PM

5 Portal Way
London
W3 6RS

tomzin · 20 August 2007 at 2:58PM

Isn't that just the head office address?

TalkTalkBoy · 20 August 2007 at 3:01PM

Yes, this is where all correspondance goes too. However id reccomend speaking to them on the phone rather than sending a letter, letters seam to get lost

john48 · 20 August 2007 at 5:06PM

Hi, We tried writing to head office as above &copied it to Mr C.Dunstone (CEO)
Carphone Warehouse,
North Acton Business Park,
Wales Farm Road,
London, W3 6RS.

Wish you luck!!

TalkTalkBoy · 20 August 2007 at 5:40PM

If you want to explain in a bit more detail on here maybe the users of this forum can help you out. Theres alot of TalkTalk staff on here also

physiotherapist · 22 August 2007 at 5:10PM

Hi All,
Another TalkTalk story of frustration and misery. A good freind of mine Signed up with Talktalk in Dec 2006 after being promised broadband by o1 Feb 07. After many new start up dates, verbal and written promises of compensation and apology, they asked to cancel their package and move back to BT. This would have been carried out bt BT tuesday 21/08/07 if TalkTalk had not disconnected their line on the 20/08/07 without warning!
Many more calls but they will not budge and refuse to discuss it.
BT are asking for a connection fee of £130?
The line rental was paid to 3/09/07, where do you go with this?

Ypaymore · 23 August 2007 at 2:49AM

physiotherapist wrote: »

Hi All,
Another TalkTalk story of frustration and misery. A good freind of mine Signed up with Talktalk in Dec 2006 after being promised broadband by o1 Feb 07. After many new start up dates, verbal and written promises of compensation and apology, they asked to cancel their package and move back to BT. This would have been carried out bt BT tuesday 21/08/07 if TalkTalk had not disconnected their line on the 20/08/07 without warning!
Many more calls but they will not budge and refuse to discuss it.
BT are asking for a connection fee of £130?
The line rental was paid to 3/09/07, where do you go with this?

http://talktalkhell.wordpress.com/

Heinz · 23 August 2007 at 10:06AM

physiotherapist wrote: »

BT are asking for a connection fee of £130?
The line rental was paid to 3/09/07, where do you go with this?

Pay up and put it down to experience?

tomzin · 7 September 2007 at 8:21AM

TalkTalkBoy wrote: »

If you want to explain in a bit more detail on here maybe the users of this forum can help you out. Theres alot of TalkTalk staff on here also

I'm in the process of writing up the whole incident, but here are the key points.

Existing Talk3 plus broadband at old address prior to moving
Called TT specialist moving dept, advised to get a BT line and contract for new house as the previous owners took their no. with them.
Did that and was advised that there was a 3 week wait
Nothing happened, we had our a/c cancelled.
Started debate with customer services via email and have a record of them agreeing that they had been incompetent
Had to re apply to be a customer at the new address (more sales commission?), so got charged £70 for breaking the original contract
We have an email agreeing to repay this, but calls to customer accounts say we are not entitled
After much discussion finally got the full package, only to have the broadband service discontinued because of the Direct Debit problem (entirely of TT's making) as described above
Attempted to pay by card over the phone but TT didn't implement the payment and cut us off again.
Finally after about 4 months we are happily connected, and putting together the evidence to support the claim for the £70, the BT cancellation fee, the uneccessary costs using BT and local call dial-up which we were forced to do as we work partly from home.

Thanks for the 'Dunstone' link.

sig_ma · 2 October 2008 at 2:13PM

My landline has been down for 24 days. I've spent £28 on mobile phone calls, mainly being cut off, on hold and, you know, PROMISES from people with unpronouncable names.Today I had my first email response after three weeks from Andrew Fleet [talktalk faults] at [EMAIL="talktalklandlinefaults@cpwplc.com"]talktalklandlinefaults@cpwplc.com[/EMAIL].
This communication link may help others, I hope so.

Talk Talk Complaints

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