Category Archives: what?

Bandwidth capping at 30GB instead of 40?

This has the potential to be a real issue for gamers.

All right I want my position made clear. I am a 17 year old student and loves gaming through Xbox Live. Now for the story. Oh, and I love the website and I officially hate talktalk.

At the last week of July, my internet got capped/throttled this interfered with my Xbox Live, my media capabilities i.e. streaming media. At first I thought “Oh I hit the internet 40GB cap somehow, it was only days from August so I waited until 5th August. No change. I phoned up TalkTalk. I’ll give you a run down of the conversation after a 40 minute wait on hold. I asked what was going on and it seems that they have throttled my internet since I hit 30gb not 40gb in the contract. I was like hang on I pay to have a 40Gb limit not 30. They said it was to be fair to everyone who uses the internet service. Angrily I accepted, I asked when will service be resumed. At the end of the billing month. September!? Yes. I cursed the night away.

Now its the 10th of September and internet is still capped, I have called TalkTalk 26 times in 10 days trying to get my internet working again. I never get a straight answer. Some say its the exchange, modem, cables, telephone, micro filters anything but them!! I ranted to tech support today, they said they’ll put me through to an engineer or live support or something. Call back in a few hours since hold time is very long, he wasn’t authorised to let me hold. I agreed to wait. Called back a few hours later and found that they have no idea what I was talking about with an engineer even though the other guy said they’d make a note of it on my account. They then said the connection is perfect on their end, my PC was to blame. Right. I was angry beyond belief, I stressed the fact that ever since I was capped my internet was broken thanks to THEM!!! “Nope, nope, the connection is perfect our end, its your problem” I am quoting an Indian woman here!!

I plan on grilling TalkTalk again tomorrow. I will not let them sleep, when the contract ends and I kid you not, I would prefer Dial-up with AOL!!! That is how ticked off I am. If you do talk with TalkTalk, give them hell son, or I WILL SUE TalkTalk!!!

Liam’s issue is resolved now but I was curious if anyone else had trouble with early bandwidth caps?

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Halo 3 issues?

Well, that’s a new search term. ‘Halo 3 MTU’ came up today.

What’s the issue? Do I need to fear something?

Edit: The folks at Eurogamer are all a buzzing about NAT problems and Halo 3. thread is here with some good information.

The X Factor

Jon wrote in with this gem of a marketing campaign:

Hi, I noticed today that TalkTalk, without asking or telling, has took it upon itself to stick cheap tacky adverts on outgoing and incoming emails — namely:

Britain. It’s time to face the music. Have you got what it takes? Visit
http://www.carphonewarehouse.com/xfactor

Britain. It’s time to face the music. Have you got what it takes? Visit
http://www.carphonewarehouse.com/xfactor

I write a number of important emails from several domains (never using the tacky talktalk.net address), and I am annoyed that these now have CPWH & xfactor plastered over them.

Fortunately, I am at the end of my lengthy tie-in contract, so I have told TalkTalk to remove them or I will gladly cancel my account.

Regards, Jon.

note my emails now have the automated ‘tacky advert’ warning!

===============================
Tacky advert placed without warning
on incoming & outgoing emails of subscribers
to TalkTalk – even though they are PAYING
for telephone/internet services!
************************************************
Another reason for NOT using TalkTalk.
================================

Britain. It’s time to face the music. Have you got what it takes? Visit
http://www.carphonewarehouse.com/xfactor

I’m noticing those kinds of advertisements, you know even if you’re a paying customer, are becoming more common. I’m not sure I’d be comfortable advertising the X Factor (that poor girl from the other night…)

What do you guys think?

(I’m catching up with your e-mails and things right now. It’s been a crazy 25 days since the meeting. At this rate I should be caught up with everything by December :/)

Dial contact centre in South Wales

Looking for insight into CPW’s contact centres? Look no further than the Lone Voice and Kimi Magazine.

Both are former employees of a company called dial. They supposedly:

gives you the ability to concentrate on your core business and still respond to change, rapidly and effectively

dial specialises in the design, implementation and operation of the people, process and technology that constitute a modern contact centre

Their biggest customers are the Carphone Warehouse, British Gas, Welsh Injury Network and the Basic Skills Agency. Impressive no?

Dig a little deeper though and you’ll find some difficulty. Apparently dial was purchased by http://www.yesloansuk.com/, an unsecured loan company. On the news section of the dial website, this apparently means:

The deal secures the immediate future of all 300 employees, who will now be paid all monies owed to them.

Wait, so employees were working without pay?

It gets better. Yes Loans, the company that now owns dial has a rather large history of sketchy business. According to the Mirror:

THE first thing you need to know about Yes Loans is that it’s not actually a loan company. It charges £49.50 to put you in touch with other firms, which may or may not give you a loan.

And if you don’t get one, receiving a refund proves a nightmare, according to victims who’ve contacted us.

The second thing you need to know is that Yes Loans is owned by Keith Chorlton, who is currently serving a 10-year ban on acting as a company director.
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Chorlton, 56, had siphoned £460,000 from his insolvent dating agency, leaving creditors unpaid.

Yes Loans says he’s just a shareholder. Yet his Linked In profile has him down as owner twice. Once for financial services and the other for IT services.

His current company doesn’t seem that er, above board either.

This quote is from one of his former employees:

Dan said, “I didn’t feel personally that I was misleading them, because I did stick to the script, but I felt the script was fairly misleading. I was speaking to a lot of customers, that after they made their applications, and returned their fee with the forms, they had been advised that they had been declined for the loan, and they felt pretty unhappy and were saying they had been misled by the company.”

Not to mention the employees that alledge they were hit, or generally taken advantage of.

Kimi and Fido both say they weren’t offered holiday or sick pay when working for dial. Not only horrible but highly, highly illegal.

Knowing all this I’m rather terrified of the idea of these folks knowing who I am or what my bank account details are. Read for yourself….

WLA Case Study
Mirror story
BBC Wales: The customers who wish they’d said “no”
Kimi: Talk Talk/Dial/Yes Loans – The dire telecoms company.
Fido: Keith Chorlton – Post 2. Dial/Yes Loans

Is anybody out there?

In an attempt to step this up after a year of no contact from anyone willing to give their names in CPW, I’ve decided to contact them. I’m sending the below to Charles Dunstone and the press office. I’m pessimistic but genuinely hopeful someone will come back to us.

Dear Sir/Madam,

I’m the webmaster behind Talk Talk Hell, the blog featured in the Observer in December and used by your disgruntled customers for solutions (and general gripes.) I’ve been running the site now for over a year and still get around 800 hits a day (600 of those unique.) Over 100,000 people have come to this blog seeking support. And yet, I realize to you that these numbers seem small. However, our page ranking is 1st on Google for ‘talk talk problems’ and various permutations of the above. Any answers you provide will be read by your deeply unhappy customers.

In the time I’ve been running this blog I haven’t had any direct correspondence with anyone within CPW PLC willing to give their name (beyond your enthusiastic legal department.) I thought it was time to provide you with the opportunity for ‘right to reply’ and give my readers some answers to the issues they’re having.

I was wondering if someone would be willing to address some of the current issues on my website.

Amongst the most frequent problems people are reporting:

1. Billing issues. Your billing department, despite promising they wouldn’t, recently sent a 73 year old man to a debt collection agency. This isn’t the first or last time I’ve heard of this happening. In fact, on the blog now, there are 3 separate incidents within the last 6 months that readers e-mailed me about.

2. Connection problems. Despite Charles Dunstone stating over and over again connection issues are being or have been resolved, I’m still getting reports of people taking months to get connected.

3. Compatibility issues between Talk Talk’s products and popular models of Netgear routers. I realize Talk Talk states in their T&Cs that they won’t support routers purchased from other sources. However, many people still do use these products! We have a fix, but your tech support providers seem unaware. This is, by far, the most highly read article on the site.

4. LLU issues. People are still being left without phones/broadband. You’ve just launched a cheaper unbundled product. Are there any contingency measures to make sure the issues you’ve had with Openworld don’t get any worse?

5. Continued e-mail problems. There are regular disruptions to your mail service. As of yet no fix, solution or status has been provided.

I look forward to hearing from you.

Kind Regards,
Tiffany Craig

Anything else you guys want to say?

Edit: Well, that didn’t go very well!

his is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

PressOffice@cpwplc.com

Final-Recipient: rfc822;PressOffice@cpwplc.com
Action: failed
Status: 5.2.1
X-Display-Name: Press Office

Edit2: Decided to give it another go:

postmaster@cpwplc.com
to me

show details
13:40 (1 hour ago)
This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed.

PressOffice@cpwplc.com

Final-Recipient: rfc822;PressOffice@cpwplc.com
Action: failed
Status: 5.2.1
X-Display-Name: Press Office

Edit3: From Charles Dunstone’s office (bets on whether or not they’re popping a nice Pinot and laughing at me?)

Thank you for your email, this is a courtesy response to let you know we
have received it. We always strive to respond within 3 days

This is an automated response, please do not reply to this message.

Charles Dunstone’s Office

Would you trust Talk Talk with your data?

I know what my response is.

Over my cold, dead, decaying corpse would I trust these yahoos with my backups.

28 June 2007 – TalkTalk, the communications company from The Carphone Warehouse, is launching TalkTalk Online Backup, a simple, secure way for customers to backup and retrieve photos and documents stored on their computer.

Read the article at Pocket Lint (beware, absolutely bursting with ads.)

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Customer’s ‘legitimate’ traffic gets throttled….

Anyone else experienced random throttling on P2P or online games?

Thoroughly pissed off I went back on their website and read their terms and conditions inside out – when I noticed a link to an FAQ. In the FAQ it stated that ‘Legitimate music and gaming services would not be effected by their traffic management techniques.’ I had them. Checkmate.

Read the whole account here!

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