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I have been in dipute with this farcical company for over 3 months re poor braodband speed and not been able to get call display on my phone. I e mail every day to the following e mail addresses

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

If you use these addresses request a read receipt They are either on the board or high level complaints. Here is a list of the e mails I have sent

 

still have restriction on phone. However it is a breach of my privacy and human rights that callers to me can here the restiction message too. Spoke to someone in credit control 15 minutes ago who said it was a fault on the line. She put me through to faults, but all I got was a recoreded message giving me 2 numbers to ring GUES WHAT I CANT RING ANY NUMBERS FROM MY LANDLINE what monkeys are you employing. I have now sent a complete dossier of all the problems I have had to all the national newspapers local newspapers the BBC and ITV.

Update someone from faults has just answered after being on hold for ages and guess what they had to put me through to LLu faults........ now holding for them DONT HOLD YOUR BREATH

----- Original Message -----

From: Martin

To: TalkMD ; [email protected] ; Paul Halliwell ; Natalie Moss 02 ; [email protected] ; [email protected] ; [email protected] ; Charles Dunstone ; brooms tal;ktalk

Sent: Sunday, November 26, 2006 10:24 AM

Subject: No phone

 

 

Still restriction on phone despite being promised it would be 1 to 24 hrs but more like a couple of hours by Kathy in Credit Control.

 

Also today the internet connection is constantly dropping out so we are back to square 1.

 

I have had to use my mobile phone to make calls therefore the small claims summons I will be issuing will include all those calls and a claim for the amount of time I have wasted in waiting in phone queues and e mailing you. In my job I earn £30 per hour so you will be billed at that rate. Please put my line back to its original state prior to llu with immediate effect and arrange for BT to take over the line and the broadband connection. I do not expect however to have any downtime on the phone or broadband during this transition

 

 

 

 

 

 

Today has been the final straw. I have had an outgoing call restriction placed on my phone. probably due to me having not paid the last bill, which I informed you I was not doing until all the matters are resolved. It has taken me most of the morning to resolve this. I have been passed from one department to another, placed on hold for over 40 minutes, been cut off twice. How on earth you can all hold your heads up high and say you are running a good service. All my problems will soon be published on the web for others to read so they can avoid your company. I will also publish all e email and telephone numbers I have amassed. Broadband speed still lower than 2mb see file attachment which is a screen-print of the latest speed test results

----- Original Message -----

From: Martin

To: brooms tal;ktalk ; Charles Dunstone ; [email protected] ; [email protected] ; [email protected] ; Natalie Moss 02 ; Paul Halliwell ; [email protected] ; TalkMD

Sent: Saturday, November 18, 2006 9:52 PM

Subject: good news

 

 

Download speed much improved now thanks to help from one of your engineers. Still not 8mb though or anything near it but its an improvement. So you only have the other two issues to sort out now

 

 

 

 

 

 

One day Id love to send an e mail with the above subject but alas i dont think it will ever be in regard to talktalk!!

Still no joy download speeds averaging 500kbps You are also not addressing all the questions I have sent in my e mail. Spent nearly 2 hours on the phone today to an Indian Tch support ( I have more technical knowledge than him!!) He said someone would call me back in 5 days, what use is that. Let me remind you of thi s again

Our philosophy

We aim to exceed our customers’ expectations by providing an innovative approach to service. To stay at the front of this dynamic and rapidly moving industry, we constantly develop new ideas and services for our customers. These do not always come from the top and we rely on people throughout the business to maintain our high standards. By incorporating new ideas in retailing and new technologies, we have created a stimulating and rewarding environment for all of our employees. Our philosophy is best summed up in our Five Fundamental Rules.

If we don't look after the customer, someone else will.

Nothing is gained by winning an argument but losing a customer.

Always deliver what we promise. If in doubt, under promise and over deliver.

Always treat customers as we ourselves would like to be treated.

The reputation of the whole company is in the hands of each individual.

So far you have failed on all five

----- Original Message -----

From: Martin

To: [email protected] ; brooms tal;ktalk ; Charles Dunstone ; [email protected] ; [email protected] ; [email protected] ; Natalie Moss 02 ; Paul Halliwell ; [email protected] ; TalkMD

Sent: Thursday, November 16, 2006 9:27 PM

Subject: personal

 

 

Continuing the saga

Bandwith test at 2110 16/11 0nly 200kbps

Promised 600 Nectar points still not showing on my Nectar account

Still no update from you on the caller display issue

 

Please treat this letter as a Letter before action which means you have 14 days to solve the problems, and you will no longer be in breach of contract. Failing that i will be issuing a small claims summons for damages etc and loss of service.

 

 

 

 

 

this sent to you yesterday

 

Despite numerous phone call etc etc I am still getting problems with your service. Today someone from your co. rang to say that alterations had been made to the broadband service. Yes they have but in the wrong direction!!!!!!

I am now only getting a maximum of 0.5Mbps

 

Also I STILL have not received the promised Nectar points on my account.

 

What is the update regarding caller display?? I am getting a little fed up with having to answer the phone you sent as it is a plug in type and not DECT like my current phone is.

 

I am being quite patient over this matter bit the time has come I feel for me to take further action against you for breach of contract. This was the reply

 

Dear Mr Johnson,

 

Thank you for your email.

 

I can confirm that your account has now been upgraded to TalkTalk's LLU service as your local exchange has been unbundled.

 

Therefore we have upgraded your line to the new service. During this process you may have experienced a small disruption with the service. To ensure a speedy resolution to any issues you may be having, please contact our LLU Team on 0870 0873527 whom will be more than happy to assist you further.

 

I am sorry for any inconvenience caused due to this delay.

 

If you have any general queries, please call customer services on 0870 444 1820.

 

Regards

 

Bhanu Rasala

TalkTalk Correspondence Department

 

TRACKING NUMBER: A00000433244-00001450139

What sort of Micky Mouse outfit are you running

----- Original Message -----

From: Charles Dunstone

To: Martin

Cc: David Thatcher 02 ; [email protected] ; Barry Richardson ; Natalie Moss 02 ; Paul Halliwell

Sent: Wednesday, November 01, 2006 7:36 AM

Subject: Re: Personal

 

 

 

Dear Mr Johnson

 

I am sorry that I wrote using telecoms jargon. CLI display is displaying the callers number on your phone. As I mentioned we do have some incompatibility problems with certain handsets which we are working to try and resolve. In the meantime I am happy to send you a unit which we know works on our system which will display the caller’s number. If this would be helpful, could you send me the address you would like me to post it to?

 

Regards

Charles Dunstone

 

 

On 31/10/06 18:44, "Martin" wrote:

 

 

This is the first e mail I have received from you ( I know you are not Charles Dunstone) regarding CLi, whatever that is,. You also have my address so no excuses there.

I have been in touch with trading standards and they advise me to take you to small claims court. You dont even address all the issues in my e mails.

You are clearly advertising something you cannot deliver. Please transfer my whole account back to BT forthwith and you can pick up the costs for this.

 

 

 

 

 

 

----- Original Message -----

 

 

From: Charles Dunstone

 

To: Martin

 

Sent: Monday, October 30, 2006 8:15 AM

 

Subject: Re: WITHOUT PREJUDICE

 

 

Dear Mr johnson

 

In one of my earlier emails I explained why your CLI does not work. The engineers who manufacture our exchange equipment are try to resolve this at present but as they are already following the published spec, they think it will be sometime until they learn why some equipment is incompatible. You did not respond with the CLI receiver you are using at present. Could you send me the most convenient address for me to send you a CLI reader we know works?

 

Regards

Charles Dunstone

 

 

 

On 25/10/06 10:34, "Martin" wrote:

 

 

 

Yet again another day passes with plenty of excuses from your company. I have today spoken to a David Matthews in HLC who stated that it was a problem with Opal telecom( part of your company) as to why i do not have caller display. I spoke to them today and they deny all knowledge of dealing with talktalk. It appears that all your companies are blaming each other but no one is accepting responsibility. We are now 2 weeks down the line without making any progress.

Secondly despite your company telling me my Nectar account has been credited with points these are not appearing on my Nectar account

 

I can be contacted today on 07970468944 and expect to be!

----- Original Message -----

From: Martin

To: [email protected] ; [email protected] ; Paul Halliwell ; [email protected] ; [email protected] ; [email protected] ; [email protected] ; Charles Dunstone

Sent: Monday, October 23, 2006 11:37 PM

Subject: WITHOUT PREJUDICE

 

 

Despite someone from your HLC calling me today I still have no caller display and the broadband connection went down again tonight. In light of this I have sought legal advice. You are in breach of contract, therefore will you transfer my line back to BT and I will take you to small claims court to recover any costs I have incurred and for loss of service and the time it has taken me to contact you each time. By my reckoningthat will amount to hundreds of pounds. I have stopped my direct debit to you until eithet

 

A) the matter is settled to my satisfaction

or

b) I have full uninterupted broadband and caller display within the next 24 hours

 

 

 

Still no caller display on my phone and am fed up with waiting over an hour

for your fault dept. You told Watchdog that you were finally getting on top

of the problems. I think not. The customer service for your company is the

worst ever. If this complaint is not rectified within the next two days I

shall be cancelling the contract with you and as stated before you will be

responsible for any costs I incur in changing ISPs. Yet again you are in

breach of contract.

----- Original Message -----

From: "Charles Dunstone"

To: "Martin"

Sent: Wednesday, October 18, 2006 5:47 AM

Subject: Re: Complaint

 

 

Dear Mr Johnson

 

Thank you for your email, I will get someone to investigate the error with

your broadband. This may sound a weird question, but do you have anything in

your house on a timer that come on during peak hours? We have found in some

cases that interference from other electrical items in a house can cause

problems. We had someone last week whose Jacuzzi, which was on a timer was

creating interference dropping their broadband line. Sky boxes can also be

guilty, if there is a problem with their telephone connection.

 

Our new LLU system delivers CLI to the BT spec. However, we have found their

are some devices that are outside of spec but still work on BT’s network. We

are working with our hardwire supplier to find out why BT’s system has more

latitude than ours. What CLI unit do you have?

 

Regards

Charles Dunstone

 

 

 

On 17/10/06 16:29, "Martin" wrote:

 

Tel No 0208302 1342

 

I have lost count of the number of times I have attempted to contact your

company to resolve the following faults. I appear to kept on hold for

anything up to an hour, get disconnected, get fobbed off or talk to total

incompetents within your company.

 

My complaints are that my broadband connection is fine at off peak periods

but at peak times I sometimes lose the connection for several hours. This is

NOT a fault at my end of the line and speaking to one of your "customer

service " ( falls over laughing so much) reps this would appear to be a

fault at the exchange and he ,Johnny Brannigan, blamed it on the BT

engineers not doing there work properly. He said he could put this on the

list to be dealt with but that would be in 7 or 8 days time. Some service!!

 

The second fault is that we had caller display on our phone which since

since going onto LLU has disappeared. I e mailed your dept here is the

reply

 

Dear Mr Johnson.

 

Thank you for your email.

 

After accessing your account I can confirm that withhold number and caller

display features are now active on your account.

 

If you have any general queries, please call customer services on 0870 444

1820.

 

For technical queries, please contact broadband technical support on 0871

226 7146 or email [email protected]. Calls to this number are

charged at 10 pence per minute (call charges may vary from mobile phones and

other telecom operators).

 

Both of these numbers can become busy during peak periods and TalkTalk

apologises for any inconvenience caused by the delays.

 

Gary Kewley

Correspondence Department

 

TRACKING NUMBER: A00000369894-00001230050

 

Guess what still no caller display, despite informing faults of this on

Saturday.

 

How on earth can your company be proud of this service, you only have to

search the internet( when you have a connection) to see that there are so

many people complaining about the service.

 

If these faults cannot be rectified I will cancel the service and TalkTalk

will be responsible for any charges I may incurr in changing to a competent

ISP. You are in breach of the contract I have with you.

A copy of this is being sent to Sir Brian Pitman your non executive

director at Morgan Stanley

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GOOD NEWS!!!!! yesterday I have been in touch with BT and they are taking back the line on 11 Dec. Billy Jones Head of Complaints rang me yeaterday and stated that TT woulod not request any money for the poor service they have provided, send me a cheque for £200 compensation and would oversee the transfer to BT.

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