All Talk Talk and no Correspondence

[Rich44]

any MP can be contacted by [email protected]

 

for example

 

[email protected]

as above [email protected]

 

It's easy

[Honey Bee]

Unfortunately I can't use the email, as I'd included in the package all copies of emails to and from TT, and notes of all correspondence with them. About 25 pages in total.

 

Thanks for the address.

[Rich44]

If you still have the emails concerned then you can just copy and paste the contents into another email break them up with rows of ---------- so you can tell where one starts and another begins.

 

Good luck with it though I think you're going to need it

[Honey Bee]

Update...

 

I've been checking royalmail.com for Ofcom's receipt of my letter. Last week I was told by Royal Mail that if it's not received after 10 working days, it is deemed lost. 10 days was today. It appears my letter is lost.

 

But wait! I get home from work, and there is a message on my answerphone...

Message received today at 3.57pm. Hi Miss Honey Bee, this is Ofcom calling with regards to your complaint registered 18 September. Unfortunately Ofcom are not in a position to get involved in your complaint for you, but what I can do is give you Talk Talk's high level complaints team telephone number which is an Ofcom referal team, and they can assist you to resolve this matter. The number is 0800 049 5743.

So I called it and explained the whole scenario, which obviously they must already have on file. I expressed my utter disgust at their customer relations. Actually the poor guy was quite nice. I think they actually train people to deal with complaints at this high level telephone number, or maybe I got lucky.

 

Anyway this guy (who I have the name of) will email his high level complaints team with a description of my complaint and someone from that team will contact me within the next 5 working days.

 

Hmmmm. Watch this space.

 

 

Oh, and note the phone number!!!

[Honey Bee]

Forgot to mention my letter received from Otelo dated 20/9/06...

 

They refer to their enclosed terms of reference regarding how to complain.

They say there are two situations if I have already complained to TT wher I can then involve Otelo.

1. "You are not making satisfactory progress". This states I must allow TT 3 months to deal with my complaint!!!!!!!

2. "You have received a deadlock letter from your company". This states I must pass my complaint to Otelo within 6 months of the letter.

 

No great response there then.

[Honey Bee]

Today I have received a letter from my MP, Ian Taylor, signed by himself.

 

Thank you for sending me a copy of your letter to Ofcom together with the supporting documents in respect of your cmplaint against Talk Talk.

 

I shall take the opportunity of writing to Ofcom outlining my interest in your case and I shall be in touch with you again when I have a reply.

 

Good response.

 

 

No response from TT complaint department yet. They have until Friday - their own deadline.

[Honey Bee]

Having received 2 texts from friends that Watchdog was doing TT, I just contacted BBC Watchdog by phone and email, stating links to here. I hope they will follow this through.

[barracad]

I just saw the Watchdog programme and the problems you have had are not surprising - their customer service is appaling!

[luddite]

I have been on to TalkTalk and asked for my MAC and guess what I've got it.

 

I have asked BT to switch my line back over to them, and I have signed up again with Tiscali (never had to much in the way of problems with them).

 

BT say they will have me up and running in the next few days, the same with Tiscali.

 

Now I'll wait and see what TalkTalk do when I cancel my DD and refuse to pay them the £70 disconection fee.

 

I had no complaints from the guy at TalkTalk when I told him what I wanted to do, but I have the feeling that this was just too easy

 

I'm sending the following letter to them.

 

TalkTalk Telecom Ltd

1 Portal Way

London

W3 6RS

 

Customer Number*********

 

 

Dear Sir,

 

This is to confirm that your company will cease to be my telephone and broadband provider as of the 18th October 2006.

 

There will be no charge for the ending of this contract as TalkTalk has broken their contract with me on more than one occasion in the last four or more months.

 

Your technical support service has lied to me; your broadband service has cut me off on many many occasions. An example being on the 4th October 2006 I lost the connection twelve (12) times in one hour. On the 5th October 2006 the service went down for so long that I gave up trying to use it. This was not the server at the end of the line I was connected to, but your server. I was able to check as it happened and other users connected to TalkTalk were also disconnected at the same time.

 

There is a long list of problems, none of which your company addressed.

 

In one case your support person blamed BT for all the problems! My contract is with your company not BT and your company is not and has not provided the service you contracted to provide me with.

 

In another I was told that the broadband was free and not part of the contract, and there was nothing I could do about it! Wonderful Customer Support

 

I do not expect to be charged for this disconnection as at no time did I breach the contract.

 

I have been provided with my MAC and have asked BT to reconnect me to their service.

 

I will not enter into any correspondence, unless it is conducted via a letter posted to the above address.

 

 

Yours sincerely,

 

Luddite

[Honey Bee]

Update...

 

I've been checking royalmail.com for Ofcom's receipt of my letter. Last week I was told by Royal Mail that if it's not received after 10 working days, it is deemed lost. 10 days was today. It appears my letter is lost.

 

But wait! I get home from work, and there is a message on my answerphone...

So I called it and explained the whole scenario, which obviously they must already have on file. I expressed my utter disgust at their customer relations. Actually the poor guy was quite nice. I think they actually train people to deal with complaints at this high level telephone number, or maybe I got lucky.

 

Anyway this guy (who I have the name of) will email his high level complaints team with a description of my complaint and someone from that team will contact me within the next 5 working days.

 

Hmmmm. Watch this space.

 

 

Oh, and note the phone number!!!

No reply. I'll call them again tomorrow.

[Honey Bee]

Ok, TT are driving me mad. Apparently my message to the team wasn't passed on, which is why I never had a call back. Of course, you have to call 10 times before they'll action anything, silly me, I forgot that bit. He asked what it was about. I said I hate to tell you because I know what you'll say. I told him I wanted my number changed. He told me I'd have to go back to BT. I told him that's absolute rubbish and he knows it. It states in their terms and conditions that they'll change the number.

 

I asked when the team would call me as I've already done the 5 day wait? He said all he could do was pass it through to the team. I told him I wanted a call back today. He said they don't do call backs at weekends. I told him to state on the email that I have already waited a week for a call back and am demanding a call back on Monday.

 

I tried to call Ofcom. They're closed until Monday.

 

I left a message with Watchdog again asking for their help.

[luddite]

I really feel for you. I'm glad, really glad that I'm getting out of TalkTalk for good I'm never going to have anything to do with them ever again.

[Honey Bee]

Talk Talk received a report from Ofcom and called me today. I was informed TT tell people they can't have their numbers changed as they wish to avoid doing this, but they can do it. They prefer to put in place procedures to block withheld numbers etc. The person I spoke to was unaware that I had been told to go back to BT to get my number changed, and was unaware that staff were giving out this information. I said a part of my complaint was the company policy in this area with regard to a customer requesting a number change. I was informed there is no company policy for this as they would not normally do this. As a new number is more often than not someone else's old number, and you are likely to receive other nuisance calls etc relating to the previous owner of that number, and would want your number changed again.

 

I was informed that my number can be changed, although the procedures involved will mean I will be without telephone and broadband for some time. I could not be informed of the time it would take, as apparently, they've not had this kind of request before on this system, so they don't know.

 

I am to be converted to the LLU system on the 24th and apperently, it will be easier for them to change my number for me after that date, although they still can't give me a wip timeframe, as they've not done it on that system before either.

 

I agreed to wait and asked them to commence work changing my number during a period shortly afterwards when I will be on holiday for two weeks. I'll be extremely irate if I've no broadband or telephone, or nothing has changed by the time I return. I'll let you know the outcome.

 

I now have a name and phone number of a person admitting this job can be done, and is willing to get the job done, and see it through. What do I do with this information for others please?

[Seminole]

Well, I would publish the name and phone number here in case anyone else finds themselves in the cesspit of incompetence and shabby treatment that masquerades as customer service at this pathetic company.

 

A female rings up, complains about harassment and is told a blatant lie. That is not merely incompetent but unbelievably shabby behavior. If they are prepared to behave like this in such circumstances what chance do customers with ordinary customer service requests have.

 

This company deserves to fail. It deserves to be exposed for its appalling behavior. It deserves to be boycotted by everyone on this site and in the wider community. It's bosses need to understand that in the real world, outside the guilded cages that they inhabit, the public won't tolerate such a gross abuse of the reasonable expectations of their customers.

[Honey Bee]

I'm just just not sure about publishing this name and number, although I'd like to. I'd be happy to give it to anyone who needs it by PM.

 

I don't know how to complain further.

 

When I mentioned my complaint about false info being given out, I was told that's a staff training issue and I wouldn't be informed of the outcome - neither would my MP be, and neither would Ofcom be, when I asked.

 

So how do I commence resolving this issue for others?

 

Watchdog haven't called me back either.

[Seminole]

A little Honey Bee has told me that she has has a letter from Talk Talk saying:

 

"As the rollout of our recent LLU product is only in its early statges we are still developing processes for seldom used requests such as telephone number changes Regrettably in this instance we do not have a finished process for your request and we are therefore unable to perform a telephone number change for you at this time.

 

"After speaking top our development team about this situation they have informed me that we should be in a position to action a telephone number changes for you early in the New Year."

 

Well, it's January soon.... Let's see if they will keep their promise this time.

[Honey Bee]

Ok. I called the Customer Liason Executive who sent me the letter and has been dealing with my case 3 days ago. He was unable to tell me if he could change my number and said he'd call me back.

 

He did so yesterday and told me was still waiting to hear from some other department about this. I said I wasn't prepared to wait any longer and that I'd like to run with their first suggestion, that I should transfer back to BT in order to get my number changed, as that appears to be my only option.

 

I was told no problem - oh, and I don't need a MAC code because I'm on the new LLU system, just reverse LLU migration.

 

I called BT - all changing over with new number effective shortly - oh, and I do need the MAC code.

 

I've read this... Broadband migration - Industry code of practice | Ofcom

 

I'll be writing to this Customer Liason Executive today with a formal request for my MAC code.

[Rich44]

They need to issue you with an LLU MAC however not all ISPs will accept these so check carefully before ordering with anyone.

 

Also LLU migrations dont always go well so do expect some downtime and if it doesnt happen then thats a bonus.

 

IMHO I would seriously not touch any of these "dodgy" LLU isps like Tiscali or TalkTalk until such time that all their problems are sorted out.

 

thinkbroadband: The UK's largest independent ADSL review site - Your guide to UK broadband Internet.

 

Have a look round there MrSaffron is always very helpful with any problems

[andbaxt]

This is an update in Feb 2008.

I too tried to get my number changed and this is now 2008 where talktalk should now be updated with thier system but NO, I was told the only way was to end my account with a charge of £70 and then open a new contract with them where I would then have another number.

WHAT a load of BULL.

 

to cut this short. I read all that I could on here and then sent them and email from the talktalk contact pages and told them that they were in breach of thier contract if they refused to change my number and that all direct debit would be stopped to talktalk.

I gave a little more information but mainly I insisted on my requirements (not asked) because I am the one paying for the service.

 

I finally got a reply and here is the person you should speak to directly to get your number changed because of nuisance calls.

This person has sorted my problem out within days.

 

 

Tracey Tyrrell

TalkTalk

CEO's Office

01925 551 023

[Justforfun]

I finally got a reply and here is the person you should speak to directly to get your number changed because of nuisance calls.

This person has sorted my problem out within days.

 

 

Tracey Tyrrell

TalkTalk

CEO's Office

01925 551 023

 

This person also sorted my problems out within the hour,and gave me compensation no messing.

[talktalk_support]

Hello all,

 

If you need to contact TalkTalk can I suggest that you visit the TalkTalk Members Forum for any help and support. Please do not attempt to contact Tracey as she will be unable to assist you.

 

Thanks

Stephen Fell

TalkTalk Online Community Executive