@talktalk Help with Talktalk issues please!

[annabel.williams]

Hi all,

I recently moved house in november of last year. At that point in time we were signed up with Virgin Media, but as they do not have service in our new area, we had to move over to TalkTalk. Since signing up with them, we have had no end of issues, which i will list below. I am looking for advice RE my next step, as this is causing me undue amounts of stress and upset.

For your information we have home phone, tv broadband and mobile with them.

- They noted down my email address wrong, which meant i didn't receive confirmation of my account

- When the broadband box came, it would not connect. I contacted talk talk, they sent out an engineer 'free of charge' then proceeded to charge me £50.

-we went for a month without any services, but they still charged us for this month. This lack of services was due to them not sending out an engineer despite repeated promises that they would.

-we asked to return the tv box as it was not compatible, we asked within the 14 day cooling off period, and yet were told no.

-The first mobile phone i was sent was faulty. i returned it and received a replacement. The second one was also faulty. The fault was it would switch off the WIFI and only connect to mobile data, which created a huge mobile data bill. After discussing this with the senior management they agreed to waive the mobile data bill, and they offered me the option of a different phone, as the model i had obviously had issues. I was told the data would still show on the bill, but would not come out in the direct debit. Surprise surprise, they tried to take it out with the direct debit. so i cancelled it, and rung them. They said they had no record of this, and would do their best to sort it out. Then they cut my phone off for non payment. at this point in time i was using an old phone as i had sent the faulty one back. After selecting my replacement as a Sony Xperia Z1, it has still not been sent, around 2 months later. instead, they decided to send me back the second faulty one i had returned. So i now have a faulty phone, and cannot use my mobile contract as it has been blocked. Oh, and they have now passed it on to a debt recovery company as i refuse to pay until they take off the £80 charge, and 1 months contract charge, as i have not had use of the contract for at least a month.

-finally, to top it all off, their management staff are rude, and some of their support staff struggle to understand me, and as i have poor hearing, i struggle to understand them.

-oh, and after being put in contact with a high up customer service manager, i attempt to call her, and she is never at her desk.

 

Any help is most appreciated, i am at my wits end, this has had me in tears many times, as i am just going round in circles!

[Mr.P]

I've had run ins with Tiscalli which was taken over by TalkTalk a few years back. Have you seen this: http://www.telegraph.co.uk/finance/personalfinance/household-bills/11222923/TalkTalk-complaints-all-the-contact-details-you-need-including-Twitter-handles-email-addresses-and-Facebook-pages.html

 

About the only advice I can currently give is to stay off the phone and do everything in writing (either by letter or email). Should the worst happen, you then have a paper trail that can not be dismissed or forgotten. Unless you are in a position to record all phone calls, conversations can be denied at a later date (not so easy with letters/emails).

[silverfox1961]

Hi and welcome to CAG.

 

As mentioned, deal in writing only unless you can record the calls. You don't have to tell them you are recording.

 

As it stands and based on what you have said, I would take it out of the hands of the call centre staff where some of them have little grasp of English (overseas call centres eh!)

 

Why not go to the boss.

 

dido.harding@talktalkplc.com

[fkofilee]

I would like to add to SF1961 email.

 

Dido DOES actually read the complaints.

 

http://www.ispreview.co.uk/index.php/2015/04/ceo-of-uk-isp-talktalk-reads-customer-complaints-says-theyre-awful.html

[yesilgozlerim]

When I had problems switching from TalkTalk to EE, i had repeated issues but from EE and not TT.

However, a lady called Sue who works in the consectutive office helped me massively in resolving the issues. she is sue dot ali @ talktalkplc dot com