TALK TALK advertises to everyboy that I have not paid my bill!

[Joa]

Hi guys; my lovely (read "crappiest ever") telecommunication provider has cut me off because I have not paid my last bill. I have not paid because of sheer exasperation- long story about poor quality of landline and broadband. This is not however what I want your advice about. The issue is: people who call me- friends, strangers, anybody- hear recorded message stating that there has been a restriction placed on this line and that the bill needs paying and could they have the credit/debit card ready. I am bloody furious. Isn't it a CONFIDENTIAL, privileged information that Talk Talk should keep private?
What are your comments? Where can I go with it, BESIDES Talk Talk Customer Services which have the lowest possible ratings on the telecommunications market.

[JonCris]

This is appalling but not surprising

It is a clear breach of the Data Protection Act & as it causes you anxiety & distress amounts to criminal harassment.

Get onto them now & demand they remove the message failing which you will not only report them to the Information Commissioners Office, the OFT, the TS & the police you will immeadietly issue court proceeding against them seeking an order for them to desist.

Let them argue that in court I really do believe any judge will be horrified at their conduct. He may even award compensation without you asking

If ever their was a chance to stuff it to one of these companies this is it. They really are their own worst enemy

Talk Talk are lousy even Vodaphone stopped using them (that says something in itself) that's why the guy who owned it has recently sold it.

[Gruffle Gaw]

Yes, it's a clear breach of the Data Protection Act. You may also have a case on the grounds of Breach of Confidence, since you have an expectation of confidentiality in your financial dealings with Talk Talk. I'll get the law book out and have a look into this.

[gizmo111]

Have I got this right they are asking for people who call you to pay your bill?

[ian cognito]

I just kicked these ******* into touch on my mums behalf and having experienced their 'customer service' thought they were possibly the worse company I have ever dealt with but this is unbelievable!!! Go get 'em for anything and everything you can - has somebody recorded the message for you???

[Gruffle Gaw]

The European Convention on Human Rights (Article 8 - right to privacy) may also be relevant.

[Gruffle Gaw]

Originally Posted by janquinny

Go get 'em for anything and everything you can - has somebody recorded the message for you???

Good point. I'd suggest buying a telephone call recording device (about £10 from Maplins) and having a friend call you and record this message as soon as possible.

[buzby]

Interestingly, this isn't new - but it appears they are using more direct explanations. Prior to BT losing thier monopoly, when a line was blocked due to non-payment, you could not make or receive calls, and anyone calling your number got the 'Number Unobtainible' tone. Since this was the same as a line being out of order, you'd call the operator or faults to report it, only to be told that the line was 'Temporarily Out Of Service' (TOS - in the technical parlance).

In the days of OFTEL, BT and other carriers were made to change this, after - the story goes - a family died after being unable to summon a fire engine when their house was alight, because their phone service had been removed. The modification meant incoming calls were unaffected initially, but all chargeable calls were blocked - you could therefore call 999 or BT's 150 customer services etc. Other carriers did likewise, there was no 'dialtone' but at least for a few weeks, it brought the problem to the attention of the line renter, before the line was formally terminated for non payment.

In this regard, being told a line was TOSed, made you aware the bill had not been paid, but since incoming calls were now allowed, the problem largely disappeared. As far as I am aware BT and NTL still allow emergency calls from lines restricted for non-payment, however if Talk Talk have now put a mechanism in place to intercept the incoming call to advise the line had bees suspended for non-payment may seem reasonable to them, but would ensure I departed them with all speed.

If anyone cares to PM me with the number, I have recording equiupment to generate an MP3 file of the message.

[Joa]

Buzby- I just PM'ed you my number. I have witnesses but no recording equipement. I am very frustrated with Talk Talk but they have great lure; free calls to my home country- Poland. And I call my mum everyday!
I wrote the an email, cc'ed local Trading Standards, Directgov, and hard copy to Information Commissioners Office. I am requesting £200 compensation plus £100 for each day the message is on my line after today midnight.

I have taken them to court already once before- for mistakes with my bill. They have folded a fortnight before the hearing. I have no problems with doing it again.

Anyway, thanks for your comments!

[buzby]

It's actually quite clever what they've done - although the ramifications have not been thought through. Did you have a Voicemail service or facility from them? After the usual number of rings, TT answers the line with a 'line reversal' to tell the distant network to start charging - ir the call has been answered, when in fact it hasn't. They've replaced the usual greeting with the one you've heard giving information about the restriction which, as this should be an information message and uncharged, is an interception of your telephone service. (I'm assuming that if you answer the ringing phone before the voice cuts in, the caller is not aware of the restriction?

[Joa]

Buzby; I do have an answering service with TT and no, if I pick up the ringing phone qiuckly, the caller will not hear the message.
It seems to me that you have a "higher knowledge"- what has happened? Is it on purpose or a f**k up?

[buzby]

All they've done is switched off your Voicemail and replaced it with their 'defaulter' option that lets you pay the bill, whilst removing the benefit of other services (like Voicemail) until the account is settled. It's a bit of a kludge, because they've either forgotten (or don't care) that if you don;t answer the incoming call, it is passed to voicemail and the 'special' message played. Assuming they've not barred your line from modifying network services, The BT code # 43 # might turn it off completely (* 43 # turns it back on, but it depends on the type of exchange mand may not work with TT.

As to the problem itself, since - if you don't answer the phone - the caller is told your line is restricted, this is not on, but trying to get TT CS to realise this and act, is a different ballgame!

Your MP3 file will be with you shortly.

[JonCris]

Originally Posted by Joa

Buzby; I do have an answering service with TT and no, if I pick up the ringing phone qiuckly, the caller will not hear the message.
It seems to me that you have a "higher knowledge"- what has happened? Is it on purpose or a f**k up?

Doesn't matter either way it's still an offence under the Data Protection Act. all they could argue is mitigation in that they made a mistake.

[shellbells1982]

OTELO the telecommunications ombudsman may be of useful help to you

[ian cognito]

You have to go through TalkTalk's grievance procedure and get a deadlock letter before they'll do anything tho

[buzby]

Even getting as far as a 'deadlock' letter is a major problem. It is a sad fact, that 'ombds' anything are self-serving and are not there to take the strain for the humble consumer. I've managed to involve four such bodies, and in each case had to end up reaching a conclusion on my own behest, with no assistance other than them 'noting' my actions.