Thread: TalkTalk

I recently complained about noise on my line. Openreach were sent in to investigate. 3 times for the same complaint.

2 of the engineers diagnosed th fault as a line fault that required a line swap, but there is no spare capacity so nothing can be done. (I live quite rural). This is the same diagnosis I have had for the last 7 years when I was with BT The 3rd engineer decided it was an internal fault not the line and reported it as such.

I then get a bill from TT for about £95 which I have refused to pay but have paid all my other charges without fail.

Today despite having written to the CEO dept. of TT and after 3 weeks have had no reply (letter sent recorded delivery) my line service was cut as was my internet.

Can / should they do this while there is an un resolved dispute?

Is is possible to contact someone in the CEO dept by...... wait for it...... phone?

Is their customer services actually a breach of the descriptions act?

I argued my case and with the system notes I have now got my service back, but I don't know for how long.

How common is this tale?

Bigglesw

I recently complained about noise on my line. Openreach were sent in to investigate. 3 times for the same complaint.

2 of the engineers diagnosed th fault as a line fault that required a line swap, but there is no spare capacity so nothing can be done. (I live quite rural). This is the same diagnosis I have had for the last 7 years when I was with BT The 3rd engineer decided it was an internal fault not the line and reported it as such.

I then get a bill from TT for about £95 which I have refused to pay but have paid all my other charges without fail.

Today despite having written to the CEO dept. of TT and after 3 weeks have had no reply (letter sent recorded delivery) my line service was cut as was my internet.

Can / should they do this while there is an un resolved dispute?

You're not meant to be charged if the fault is not your responsibility (e.g. it is not before the master socket); what you are describing is a fault prior to the master socket with the line itself, the third engineer did not see it that way. Was anything replaced in your property? Is the noise gone?

If they cut service then they're in breach of contract, assuming the charge is incorrect, as you have paid all sums due.

Is is possible to contact someone in the CEO dept by...... wait for it...... phone?

Don't phone. You'll have no record. Write again by recorded delivery requesting compensation for the number of days you had no service, and for your line rental to be adjusted so you don't pay for a service you did not have.

Is their customer services actually a breach of the descriptions act?

I think this applies to all the major telephony companies.

How common is this tale?

BBC - Watchdog: BT customers paying their bills and more

Originally Posted by Mark_Blackpool

You're not meant to be charged if the fault is not your responsibility (e.g. it is not before the master socket); what you are describing is a fault prior to the master socket with the line itself, the third engineer did not see it that way. Was anything replaced in your property? Is the noise gone?

Nothing has been replaced, and yes the noise is still there even if our internal system is disconnected. The problem with the noise is variable and intermitant ranging from a perfect line, not not being able to hear the dial tone, or the tone dialing being able to be sent over the noise. Usually after bad winds or wet weather. Same problem for the 7 years we have lived here.

FYI our internal system was put in by a BT engineer as a PJ when we remodeled the house. He has done a PJ test for us and it still checks out fine.

If they cut service then they're in breach of contract, assuming the charge is incorrect, as you have paid all sums due.

I have paid all call and rental charges to date but not the £95 engineers fee. I refused to pay this and had them note it on my account together with the rest of the history.

Service was cut for about 4 hours. Phone and internet.

Don't phone. You'll have no record. Write again by recorded delivery requesting compensation for the number of days you had no service, and for your line rental to be adjusted so you don't pay for a service you did not have.

I think this applies to all the major telephony companies.



BBC - Watchdog: BT customers paying their bills and more

Nothing has been replaced, and yes the noise is still there even if our internal system is disconnected. The problem with the noise is variable and intermittent ranging from a perfect line, not not being able to hear the dial tone, or the tone dialing being able to be sent over the noise. Usually after bad winds or wet weather. Same problem for the 7 years we have lived here.

I have paid all call and rental charges to date but not the £95 engineers fee. I refused to pay this and had them note it on my account together with the rest of the history.

Service was cut for about 4 hours. Phone and Internet.

I WON

I was persistent with TT, I even got my very own account manager at the CEO office desk phone number so I can keep them posted on my line problem. I got the engineers charges reversed after rejection their "lets go 50/50" offer. They also reimbursed me with the charges for not paying by DD.

So I am now a happy TT customer again.