Category Archives: legal snafus

A plea for help.

Hey guys!

I know I’ve been a most negligent Talk Talk Hellion recently. Lots going on in the old personal life. I’m still moderating the comments though. I find most of the issues from last year (!!!!) are still relevant, a lot of the answers are still on the site.

I’m pretty disappointed that I’ve been running this blog for over a year and the CPW still hasn’t shaped up their act. It’s bad business. I’m also disappointed people claiming to be employees are still leaving abusive, ignorant comments. You guys aren’t saying anything new. I give the readers free reign to rip into these jerks.

Here’s a letter from someone being chased by debt collectors:

i’m glad i’m not the only person to suffer at the hands of the single most incompetent, negligent, and frankly outright company of liars it has ever been my misfortune to call a service provider. I would be genuinely interested to know if the case i am about to recount is unique (although i think i already know the answer!) and if there is any legal action that could be instigated.

In september of last year i moved house. I was previously with talk talk and had contacted them prior to the move to arrange transferring the service. At that time they informed me they had started the process and that i would need to establish a bt line when i moved in and let them know the new number. From that point they said to allow 10 days to get up and running. This was done. After about 15 days i contacted them to find out why i still had no service and was told they had no record of the request. This was a little annoying and i politely informed them that as they had not fulfilled their end of the bargain i no longer wanted their service, a service at that time i didn’t have. They agreed and told me that as no request had been made (by their records) they would go away and i would never hear from them again. Great. I was happy.

I continued to set up a line with sky and for the next 3 months experienced a similar level of incompetence from them (or so i thought), sky unable to transfer my service from bt. In January sky finally managed to set up the service from bt. About two weeks later i received a letter of impending court action from a debt collecting agency acting on behalf of Talk Talk (cpw). This was a little confusing so i made a few phone calls. It transpired that a week after talk talk had confirmed they wouldn’t set up an account, they went ahead and established a phone line anyway, which explained why sky had had so many problems taking the service from bt. As i had not set up a direct debit with talk talk the line rental and call charges accrued until january when they finally passed the outstanding debt to the debt agency. During this time i received no bills or notification that they would pass the debt to a collection agency. I was blissfully unaware i had their service.

In this instance is it not illegal to act in this manner, passing a debt on without informing me i owed them money in the first place?

After a long and heated conversation with several talk talk employees ( well actually several phone calls because they kept cutting me off and not returning calls) they agreed that as their records clearly showed i had cancelled the request that didn’t exist in the first place, the fault was theirs and they would credit the account with the sum and go away and never contact me again, again.

I was a happy bunny… for a while.

About two months later i received another threatening letter from a second agency. Apparently i still owed talk talk money. How so?! I contacted talk talk again to enquire why. They informed me that after having told me they would credit the account with the full sum (again their records confirm this), they decided that they would only credit the line rental and i still owed money for the charges. I was no longer a happy bunny. Although this decision was made after telling me differently no attempt was made to let me know of their change of heart. Following further heated discussions and my continued refusal to pay for a service i didn’t want they again agreed to honour their original sentiment, credit the final outstanding balance and go away and never contact me again, again, again. The manager i spoke with promised me he would credit the account personally and contact the credit agency himself. Wonderful. I was a little happier.

Today, a week later, you guessed it. Another phone call from the same credit agency informing me that unless i paid the money owed there and then they would issue a county court judgement against me. As bunnies go, i was the single most annoyed bunny in the world. Another phone call, another round of apologies and more promises.

As i write this i am sat here waiting for a knock on the door from a debt agency maintaining i still owe them money!

I cant believe these actions are legal. Passing a debt to an agency on two separate occasions without informing me i owed them money must be at the very least dubious business practice, if not outright illegal.

I am in the process of compiling evidence to support this sorry tale, their records of conversations, my phone bills, etc, with the intent of at least sending this to the ombudsman and watch dog. If there is any way this could be taken further or incorporated in a larger complaint by others in similar positions i would gladly involve myself actively in exposing talk talk for the criminal bullies they are.

thanks for taking the time to read this and i look forward to any comments you might have.

This is not an isolated story, sadly. I don’t really know what the ins and outs of credit collection laws are. Does anyone have any advice they can provide? Any pointers to laws (they have to be breaking some) they’re in breach of?

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Skulduggery, rumors… CPW getting what’s coming to them?

A mysterious stranger e-mailed me with the following info. It sounds interesting and sadly, not at all out of the question:

There is serious talk (no pun intended) of a number of industry players in
the UK taking CPW and/or their subsidiaries to the High Court for serious
breaches of contract, culminating in non-payment of very large revenue
Questions are being asked as to the nature of CPW’s relationship
with certain mobile network operators (MNOs) to have been able to blantantly
ride rough-shod over these smaller distribution companies, leaving them high
and dry, with little or no hope of recouping such great losses. To many
outsiders this may appear liitle more than an industry spat, but the sad
truth is that many good, honest and innocent people have lost their
livelihoods and others are threatened with far worse, due to CPW’s apparent
disregard for their legal and financial obligations.

Ofcom shows little interest, as they claim they are only interested in
issues that effect end-users and not other participants within the industry.
Great, no help there, then! The issue arises out of the provision of
low-cost calls from offices to mobiles and the MNOs determination to stamp
out this practise, even though the Competition Appeals Court have recently
found favour in those providing such services.
The mobile networks have been
extremely nervous about this action and are now faced with huge claims being
made against them.

How does this effect CPW? CPW alledgedly operated such services themselves
under the auspices of the MNOs, but prevented their own distributors from
doing so, which is what some may describe as anti-competitive practise and
very serious if proven in European court. If guilty of such practises, fines
in the millions could be levied against CPW and their shareholders should
perhaps be very nervous of the apparent hidden strategies being utilised by
the senior management within the CPW group. There is serious discontent
being expressed by inside CPW contacts who know what’s going on and want no
further part of it.

Watch this space.

Thank you, KE. I heard, as well, that a certain CEO was dropped from the OBE list this year. Things aren’t entirely rosey for the Carphone Warehouse then….

I also heard that a few ISPs actually outbid Carphone Warehouse initially for AOL UK. Apparently they went all the way up to 500 million, when the sale price was only 380.

For J and the CPW legal team’s sake, these are allegations, mere whispers, and it’s possible they’re not true.

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Andre sues Carphone Warehouse successfully

Regular readers will know of our beloved A and all he’s contributed (since the beginning!) He successfully managed to get some money out of Talk Talk for their legendary incompetence when he tried to disconnect his phone service.

I wrote earlier on that I received a cheque of 140 GBP from the Carphone Warehouse.

I filed a claim at the small claims court and I thought it was good to document what I did and how I did it so other people can learn from the experience.

Have a read of how he managed it!

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Austin not wanting to take it on the chin

Hi guys!

Remember me? Wish me a happy birthday. It was last week. 😀

Well, yeah, updating again. I wanted to give our fine friends in the legal department enough time to scour us for anything potentially defamatory. I have lots to get through, so let’s get cracking!

i have had very high pings and slow internet since the 28/8

was fine before that date (had the free broadband since june)

i use a router ….3 pcs hardly any downloading at all, just browsing ebay and a few hours gaming online ….

pings are now 300+ in the evenings ……..worst than dial-up!

slow internet ………and slow download speeds

sent help emails to talktalk support… but nothing more than those stupid auto replies…..its not my computers fault , i have another broadband connection to test it

(telewest blueyonder…… since it first came out …i highly recommended it now!

phoned them 2 times ……

first time (30 min wait !)…….to be told systems are down ….call back another time

phoned them tonight (3 days later with the same wait time) we upgrading the exchange !we got crossed wires at the moment!

and told again!! that systems are down ….he cant diagnose the issue

phone again tommorow…..


Pinging [] with 32 bytes of data:

Reply from bytes=32 time=219ms TTL=247

Reply from bytes=32 time=217ms TTL=247

Reply from bytes=32 time=218ms TTL=247

Reply from bytes=32 time=223ms TTL=247

Ping statistics for

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 217ms, Maximum = 223ms, Average = 219ms


We hear you Austin. We really, really understand.

Anyone have any advice? Bad ping times, excuses, no solution?

Talk to Austin

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Good thing, bad thing

I may as well begin with the good. I noticed a jump in traffic yesterday. That’s because we got a blurb in the technology Guardian:

Check it here

The petition is a bit difficult to find at the moment due to the site’s redesign. There is a reason for this, which is the bad thing. Things will slowly start reappearing as I assess them for potential damage.

On September 13th I received an e-mail from YFouquet at the Carphone Warehouse. They claimed the following:

1. The blog claimed defamatory statements
2. The blog was an incitement to harass employees
3. The blog was violating the Data Protection Act of 1998
4. The logo was infringing on their copyright.

I disagree with a lot of these things but have made what I consider to be reasonable edits in an attempt to cooperate. I haven’t sent it yet but below is the e-mail to their legal team. Several of these edits were mentioned specifically in the original letter.

I’ve had to remove or edit several posts proclaiming to be from Carphone Warehouse Employees. CPW claims that all statements were untrue and misrepresentative of the company’s practises.

I am particularly annoyed they keep calling me sir.

So you guys know, I have no intention of closing this site. We’ve had various comments from people who have been helped enormously by the information here, which is the intent behind setting it up in the first place. I’m just going to have to be a bit more vigilant when it comes to the comments and what is posted.

Here’s what I’m sending:


Dear Sir,

Sincere apologies for any issue the blog may have caused, I assure you they were published in good faith. I have edited the site to address your specific concerns as detailed in your letter and other possible causes for concern. If the listed edits are insufficient, please can you provide me with an exhaustive list containing the direct link, part of post you find infringes on your rights and reason you (the Carphone Warehouse) believe it is defamatory (and not simply vulgar.) I will then address them accordingly on a case by case basis.

I hope we can work together to resolve potential issues in the future.

Kind Regards,

E-mail continues below:

You will find the following:

1. The Talk Talk Hell logo has been removed and replaced

2. Phone numbers and information not already publicly available for CPW employees has been removed.

3. The following posts and comments have been edited, deleted, or protected: – protected. Numbers removed. (added ‘according to the below’)
‘The difference between June and August, (in many reader experiences,) for Talk Talk is minimal so as to be completely non-existent:’
Comment removed.
Added: It’s taken up to 3 hours to actually talk to someone and when you do, they don’t seem to be able to help you.
Remember, this is just opinion.
Last names removed from comment
Added (alleged) to Fido’s call centre claims
Edited for content
Edited for content
Removed e-mail addresses.
Comment parodying Charles Dunstone removed
Alleged added to title
No one in the call centre I (Ed: Added alleged) work in “p**s about adding things like caller divert to peoples accounts for them instead of actually sorting issues!” as you so bluntly put it.
Removed Charles Dunstone’s e-mail address
Removed customer liason e-mail address
Post is now private
Added ‘allegedly’
Edited for content
Alleged added to title
(satanic removed) Talk Talk are s***** (Ed: Removed as requested by CPW PLC’s legal team.)
–A (alleged) talktalk tech—
Added ‘alleged’ to title
Added alleged to description of employees
Added ‘in my opinion’
Removed comments from ‘charles’
Added alleged
Removed phone number
removed e-mail addresses
Title changed, ‘Insane Homer saner than Dunstone’ to ‘saner than some practises’
Removed comment
Removed comment

Edited for content

Edited for content

Edited for content
Removed comment containing mobile phone numbers of two directors (saved)
Removed: the insider’s perspective.
Removed: was to apologise on the part of Talk Talk customer services.
Edited for content
Edited for content
Edited for content
Edited for content
Post deleted.

Comment removed (saved)

Comment removed: (saved)
Comment removed: (saved) Fidothedog

Comment removed
Post protected
Removed comment:(saved)

Removed comment:(saved) please press 1:

Edited for content
Post protected, no longer public.
Post protected, no longer public
Edited for content
Edited for content

Comment removed

Commenr removed (saved:) Mohammed#721 ou guys make me laugh!

Comment removed (saved:) curved slightly:i reiterate!
Edited for content

Post protected, no longer public

Edited for content
Edited for content

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Stewart stewing about odd charges

This is the first I’ve heard of Carphone Warehouse even insinuating that they call people (and then saying they don’t anymore…) But the final notice story is the same as various others. Any recommendations for Stewart?

I was a customer of OneTel for four years. I always paid my bills by DD and in the main I had no problems. Then Carphone bought Onetel at the same time as I moved. Onetel told me that as I was keeping the same number they had an arrangement with BT and the ADSL woudl follow five days later. It did not. Eventual the lady in India told me twenty one days. I could not wait that long (having already been without a service for over a week) so I cancelled my contract and allowed one more DD payment to go through before cancelling the mandate.

Turns out according to the Indian people I owe them £1.56 although they requested the full payment of £23.99 after which they would refund me. I have just paid their debt collection agency CCS £26.15 (no idea where they got that figure from but that is not important) at least CCS have a web site that works.

The money is not the issue for me. What bothers me is the dishonest trading practices that are being employed i.e. stating in the standard worded letter entitled FINAL NOTICE “we have attempted to contact you by phone and letter on several occasions … ” when I asked when? I was told “we no longer phone people” and the letters “oh we definitely sent them”

I will never use Car Phone Warehouse OR The Phone House (as they are known in France) OR OPAL Telecom (I am an IT Director) again. I have written to David Cowan Legal and Litigation manager at OneTel and if I ever get a response will post it here but somehow I doubt it!

Is this a case of 6 months down the line billing? Talk to Stewart

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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 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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