Monthly Archives: September 2006

Dee was in deep but has now found freedom

Hooray! Deehell went through various steps to get his Talk Talk connection…. not so connected. Read through his comment below:

I was trying to cancel my order following a talktalk phone billing problem (of their making – they didn’t act on my direct debit then cut me off whilst I was on holiday and wouldn’t accept responsibility for the problem – read the gory details here:

http://samsethi.typepad.com/sethi/2006/07/mr_dunstone_you.html

Not sure which your helpful suggestions have worked, I’d tried the (non-existent) Compliance Manager ( stevethompson@cpwplc.com) that comes back with “delivery can not be completed”; the normal customer service customer service email (and got an automated holding message) and the David Thatcher (ThatchDO2 email above). And I signed the petition too. One (or more) of those did the trick:

I got this back from email : TalkTalk1@cpwplc.com

“Many thanks for your email which arrived on my desk this morning.

May I firstly take this opportunity to apologise for the below standard of customer service that you feel you have experienced I can confirm, as per your enquiry, your Broadband service with us is now disconnected. [NB: it had never actually happened after 4 months and I’m still on my Bulldog connection but I wanted reassurance that they were not trying to migrate me to their 18 month contract that I’ve now (thru this site) seen the problems with]

Should you wish to escalate your complaint further, please email our escalations team on CustomerServices@talktalk.co.uk.

Kind regards

Barry R

TalkTalk

High Level Complaints Dept

Balcarres Road

Preston

Lancashire”

There’s more on Deehell’s comment on the ‘things you can do’ post.

Good to hear success stories! 😀

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ADSL guide has run down of LLU issues

For those of you who have had issues after work was done on your exchange, read through ADSL guide’s article.

The monthly update from the Office of the Telecoms Adjudicator has been published, which shows that the UK now has in excess of 735,000 LLU lines. The total in the previous month was 673,000. The full report can be found on http://www.offta.org.uk.

The report raises concerns about issues like Right First Time delivery, which can be seen on our forums with the number of people migrated onto an LLU platform by their provider who subsequently have issues with their connection. Sometimes these issues are LLU based e.g. to do with the work carried out by Openreach or the LLU providers own kit, but very often it is the teething problems of moving from a fixed speed to a rate adaptive service. For many the rate adaptive up to 8Mbps ADSL services work well, but most seem to suffer a few more disconnections than is normal in the first day or so. Where service providers are moving customers in bulk to an LLU platform this can result in people reporting faults when its just bedding in issues, as they may not have been aware of the switch over date.

ADSLguide

Worth a read.

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What’s service like at the Link?

Apparently Carphone Warehouse isn’t content advertising for jobs, they’re now trying to snatch away staff from various Link stores around the country:

The Carphone Warehouse is looking to poach staff from the soon-to-be-sold Link chain.

The retail giant sent recruitment packs to The Link stores across the country, inviting sales staff to apply for new jobs at Carphone.

‘They sent seven postcards across, one for each member of staff,’ one salesman told Mobile. ‘They basically said “come join us”.’

Carphone store managers in some areas are also known to have approached local Link staff directly, hoping to fill vacancies quickly.

According to sources at The Link, staff morale has dropped since the proposed sale to O2, although some are pleased to take up new jobs with the operator.

However, Carphone may have made a crucial mistake. One Link salesman said: ‘The letters were addressed to the store managers, so most of them went straight in the bin.’

Anyone know what service was like through the Link?

Mobile Technology

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Mirror investigates and solves one man’s problem

Thanks Darren!

ONE month into his free broadband offer from TalkTalk, Stephen O’Gormon thinks he’s found the catch in the company’s “catch-free” service.

“I think the catch is that their customer service and technical support teams do not exist,” he said.

“The phone numbers are merely a way for the company to earn money at 10p a minute while customers listen to endless repeats of a record from 1969.” Stephen, from Aberdare, South Wales, got fed up of failing to make his starter kit work and he wanted the code he needed to take his custom elsewhere.

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We contacted TalkTalk’s owners Carphone Warehouse and they swiftly sorted the problem – and cleared Stephen’s account “as a small goodwill gesture”.

Just a suggestion but perhaps its press officers should help answer the customer service phones.

So, write to your local paper. See if you can’t get some journalism on your side!

The Mirror

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Talk Talk moves Brenden

Whoa. So, a name change on a bill means go live of March 2007. Then, his service is at his friends’ house.

Dear Sir/Madam,

Supply of Goods and Services Act 1982 (as amended)

Reference number: 1300000 or Account Number 970000

On 26th May 2006 I used http://www.talktalk.co.uk to reconnect phone number 0205555555 at (edited) Bethnal Green.

The reason was to simply change an existing connection under my flatmates name Jo (removed) into my name as they moved out into their own house.

The web site made this task seem simple, and I entered phone number, and post code, then it said there was an existing connection – I selected that I wanted this under a new name and typed in my details.

The tracking number is 1300000 for this.

Since this moment ive spent 25 hours on hold to talk talk customer service, of whom when finally do answer the phone (always after a minimum 20 minute wait – which is unacceptable to me), have been unsuccessful in trying to help with this.

Each time I have enquired about the connection, they have told me it is not under my name. And now the tracking web site states that my connection go live date is March 2007.

In more recent times, ive discovered that quite illegally, talk talk have connected my friends connection at their new house (removed) Middlesex Txx xxxx under my name – Mr B. (removed).

I have never had any association with their address, they moved out from living with me and moved to Isleworth. It is impossible that I can be linked to their address by any other means then problems with your systems or people.

It is a very scary scenario to me that my name can be associated with someone elses bill. It raises many legal questions for me. I have done nothing wrong but follow your web process.

The whole ordeal has been an absolute nightmare, and I am seeking legal advice, talktalk have been 100% responsible for this mess up, yet I have wasted a weeks worth of hours trying to contact them, all to no avail, I have emailed several times only to get a reply 2 weeks later apologising and asking me to re-submit the query.

I had someone call me in response to a re-submitted query, and they simply put me through to the talk talk customer service people, who I was on hold for 25 minutes with and then the girl said she could not help me and suggested I write to you.

To me, the emails ive sent to customer service have had all the information, so for someone to then call back and clearly seem to have no information about the problem is ridiculous and another example of poor service.

Financially I have been impacted upon from not having broadband for 1 month, and the time involved in trying to contact you, all with no success. And of course I seem to be paying for someone elses connection.

This is simply unacceptable, I expect compensation of some sort, I no longer require or want talk talk connected at my number 020xxxxxxxxx – I have clearly told BT to reject any such transactions, I have connected my internet using another company and had it working within 2 working days.

I urgently need to know exactly what will happen in March 2007, and I urgently require the connection for my friends in Isleworth on phone number 0xxxxxxxxx to not be under my name, they do require this connection still under their name – I would suggest maybe they receive a years free credit for the inconvenience to them also.

I have enclosed some details which may help you.

Please contact me ASAP to confirm that this will be resolved, I will not be in the UK in March 2007 and I require confirmation in writing that no action will be taken at this time.

I require confirmation that my name and bank details are no longer in your systems at all, and I require full refunds of any charges, as well as compensation for the wasted 25 hours trying to contact you by the means which your website provides.

I will also write to consumer direct and am currently seeking legal advice also.

Please respond to my complaint within 7 days.

Wow. 25 hours. Did you get anywhere Brenden?

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How to: Cancel service if you haven’t been connected.

There’s nothing in the Ts and Cs that says anything about charges if you disconnect. However, apparently there is a clause (11.3) that says you can cancel if you haven’t been connected within 28 days.

I signed up in April and was given a Broadband go live of ‘by the end of July’.

July has come and gone and we’re getting pretty close to September now but I still don’t have broadband from TalkTalk. Thats nearly 5 months since I signed up !!!

Anyway, I’ve got totally fed up of the rubbish customer services and I’ve had the same problems getting through as everyone else. So I decided to get out if I could.

I’ve been taking a close look at the TalkTalk terms and conditions and I may have a way out – I’m trying it anyway……..

Section 11.13 says

If you signed up for certain of our products (which may include without limitation our ‘combined’ products i.e. being ones under which you receive our LR Service and our Call Service together with our Broadband Service), and we do not supply you with our Broadband Service (being an element that forms part of such combined product) within 28 days after the last day of the month given to you from our ‘availability checker’, thenyou will have right to terminate your Contract for the combined product at any time prior to your actual Commencement Date for the Broadband Service. Any right you may have to terminate your Contract in these circumstances, will be lost as from the point at which you are able to access our Broadband Service.

So I just waited til the 28th August and I cancelled. I’ve already contacted BT who will take the line back on 1st September, I’ve written a letter quoting the terms and conditions and stating the problems and that this is notice of termination which I posted using recorded delivery on Friday 25th August, that way someone reads it on 29th August (28th was a bank holiday).

I’ve cancelled direct debits (though i have stated I will pay any outstanding call charges by cheque in my letter).

I sent all the details to customer services and Charles Dunstone on the 28th August via email too.

I was then promptly emailed and called by someone from the Customer Liaison Department who could actually do more than just follow the guidelines on a customer services ‘hymn sheet’. They went through all the details with me and I’ll have no problems cancelling. No £70 disconnection fee, no debt collectors for failed direct debits etc. They Customer Liaison guy is even going to call me once I’ve been disconnected to finalise the billing details. That’s what customer services should be like – someone who takes your case on board and will follow through until resolution.

On a side note – I called customer services yesterday (29th August) to verbally cancel (as well as the email and letters that had already been sent). I got through to someone straight away – maybe they are getting more people in the call centres now.

I’m not sure what the broadband would actually have been like – it was a good deal; guess I’ll never find out now.

Just thought this might be of some use to other sufferers. Remember to quote terms and conditions 11.13 ( as long as you haven’t been connected to the broadband service yet ).

Thanks Tej! And be sure to let us know if they start strong arming you for charges.

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Chris happy somewhere else

And this makes me happy too. See, part of the reason I started this site was the dreadful lack of information available from Talk Talk. It’s also a warning to others out there to avoid it, at least for the time being due to the poor quality of service (frequent disconnects, lack of communication, 10 minutes and beyond hold times.) When I set this up, mainstream media hadn’t picked up on how dire Talk Talk’s ‘free broadband’ offer turned out to be. They just happily wrote about progress and cheapness. Well, it all went a bit wrong, didn’t it?

I am glad now i cancelled my Talk Talk Broadband given the problems you guys have encountered.

Get a MAC code and walk away to another provider!!! I went back to BT and have got home hub which touchwood has been working fine!

Talk to Chris

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