Talktalk contract ?

[hypern12]

Hi

Been with Talktalk 7 years until an issue with broadband which left me with no internet at all.

I reported the fault and the fault was not fixed after 2 weeks and spending 5 hours of my time on the phone to their highly trained help lines.!

I told them i wanted the fault fixed in the following two days or i was going to change providers ! the rep told me he did not care !!.

I went to BT who reconnected everything no problem without sending out an engineer to the house.

Now Talktalk have sent me a bill for over £700 for breaking contract ! i would have thought it was them who broke the contract by not fixing the fault or even giving me any indication as to when it would be fixed.

Have sent letters to customer service dept but they have not even responded to the last one.

any ideas ?

[AndyOrch]

Thread moved to Broadband/Internet.

 

Regards

 

Andy

[locutus]

Explain the situation fully to dido.harding@talktalkplc.com (that's the CEO)

 

Keep your message concise, use bullet points to highlight your issues following the timeline of when they happened, If you phoned them, put this in a bullet point, tell them something like "I called about this issue on/around XXXX date and requested this was fixed", and this is what was discussed during the conversation.

 

Start the message offering praise where it is due (I was a happy customer for 7 years... I chose TalkTalk because they were great value... little bits like that so you don't sound like you're just whinging LOL) and ask how this bill is made up.

 

Let us know how they reply

 

My guess is they offered something when you were calling about the fault and they started a new contract at that time, with a new minimum term.

[Guest TalkTalk Offical Company Rep]

HI Hypern12,

 

Im srry to hear of the issues you ahve expeienced. In terms of faults we cannot always guarentee that a fault will be resolved wihtin 48 hours, although this is always the aim with any faults reported. If a fault takes longer than this to resovle we do have a compensation policy in place. This should have all been explained to you by the telephony agent.

 

In respect to the Early Termination Charge this is automatically applied to all accounts that disconnect within the minimum contract term and is based upon the amount of time remaining in the contract and your tariff price. It is only if this is preagreed that no charge will be applied that a charge would be surpressed.

 

If you contact us either via the TalkTalk Members Forum or via Twitter @TalkTalkCare we can look into this in more depth for you.

 

Regards

 

Mark

Online Community Department

[rambo]

HI Hypern12,

 

Im srry to hear of the issues you ahve expeienced. In terms of faults we cannot always guarentee that a fault will be resolved wihtin 48 hours, although this is always the aim with any faults reported. If a fault takes longer than this to resovle we do have a compensation policy in place. This should have all been explained to you by the telephony agent.

 

In respect to the Early Termination Charge this is automatically applied to all accounts that disconnect within the minimum contract term and is based upon the amount of time remaining in the contract and your tariff price. It is only if this is preagreed that no charge will be applied that a charge would be surpressed.

 

If you contact us either via the TalkTalk Members Forum or via Twitter @TalkTalkCare we can look into this in more depth for you.

 

Regards

 

Mark

Online Community Department

 

 

So, in other words, once someone signs up with TT and gets rubbish service, thier screwed?