As an update to the post above, I emailed their customer service and received a standard fob-off reply stating that they were within their terms and conditions by charging for a reconnection (no duh!) and would not waive the charge.

I replied, stating that my complaint was not about their t&cs but that they had not informed me of the likely charge before the work was carried out, as they promised. A week or so later and a surprise phone call from Kay in their customer service department who was very polite and seemed very efficient, and who informed me that she had checked their records, including tapes of the original call to the call centre, and this backed up what I was claiming so they would refund me the whole amount.

Result! So I take back what I said about them as they obviously can do customer care when they want to, and I thought I should post here in the interest of balance.

I won't be cancelling the contract after the 12 or 18 month term now, which is obviously why it pays to treat customers well!

Hi guys i have just changed address and asked talk talk to swap over my phone keeping same number which they failed to do and my number changed i then had to wait 4 weeks for a broadband connection after my phone was installed . I have just recieved their first bill for 139.87 which includes 112.49 connection fee which i never agreed to pay i can remember the conversation i had with them it goes like this. if we need to send an engineer to your home you will be billed 70 pound connection charge i replied to say if thats the case dont bother as bt dont charge you to connect a phone line i will go with them and they replied just leave it with us we will sort it out . i have spent at least an hour on the phone to the most unhelpful customers services ever and i am now going to write to their head office i think new phone provider beckons any advice welcome

Exactly the same has happened to me - I signed up with them a few months before moving house as they had assured me that moving the service would be easy. Not so - it took about 6 weeks to get broadband after moving and we have been charged the £100 fee for connection of a new line. Before moving I was promised that they would contact me first if it was found that an engineer would need to be sent out, so that I could decide whether to go ahead or not. Guess what, no one contacted me and now we;re being billed for the work. Are they in breach of anything here? SUrely we had a verbal contract that I had the right to veto the work, which they have not lived up to?

What I don't understand is why it was necessary as there was a working phone line installed in this house when we moved in. Why couldn't they just take over that line from the previous provider? IS there some telecom-techie out there who knows?

Have complained to tt and after a week got an email saying they apologise for the lack of communication but can't waive the charge as it's in the t&cs that line reconnection costs £100 etc. Angry as that isn't the issue in disupte here! Surely they will have recorded the conversation I had with their call centre employee? It didn't sound like he was in India either, he sounded English to me, so there is no issue of miscommunication!

So much for tt being cheaper - they were until I had to pay £100 as well as another £30 rip-off charge (twice). After the 18 months are up I'll be switching to BT or anyone else.

Sorry for the rant but I hate being ripped off!

Hi everyone

I was wondering if anyone could clarify a point made earlier in this thread about online applications for Egg cards only requiring an x in a box rather than a signature? My husband took one of these cards out and so we are wondering if an electronic signature is considered valid or if this would make his agreement unenforceable?

thanks

Jen