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TalkTalk and BT line problems, no help from either

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I have just spent 8 hours on the phone to TalkTalk, and have probably spoken to more than 15 people, each contradicting what the last said, directing me to numbers which weren't what they were supposed to be, and departments which had no connection whatsoever to the 'options' had said they were.  As a previous message said - it was mostly people passing me on to somebody who 'might' be able to help me, and without exception the first sentence was, 'oh you've come through to the wrong department'.

In the process of repeating my details and my story over and over again, ploughing through 'options' which took me round in circles', and receiving nothing but complete nonsense and conflicting information every step of the way (you get my drift).  I have been reduced to tears and driven beyond endurance to yelling hysterically at people who just repeated the mantra 'you need to go back and speak to BT', when BT had said, 'you need to go back and speak to TalkTalk'.  There was obviously no communication between departments and nobody cared what anyone else had said, even when it was a complete contradiction to what they themselves were saying.

like banging one's head against a particularly hard and impenetrable brick wall...

In some cases they talked to me as if I was a moron, in other cases I could barely understand a word they were saying.  Some of them were so loud that I had to hold the phone 6 inches away from my ear!  All in all, it was like banging one's head against a particularly hard and impenetrable brick wall.  I have compiled a list of notes and numbers and useless 'advice' covering 5 sheets of A4 paper, have crawled on the floor describing my modem 3 times, and know the complete works of Roger McGough inside out!  Half way through this message I got 'timed out', and had to log in again.

Stuck between TalkTalk and BT, a rock and a hard place... We have had very good value with TalkTalk's phone service, which we were very happy with.  It was when we agreed to the Broadband set up that the trouble started and I have to say that BT have not been much help either.  I have had three lots of conflicting information, and at the last try, the department I was supposed to be directed to (third time of being sent somewhere completely wrong), was 'having router problems, and could I try again tomorrow'.

We will be obliged to return to BT for our line rental, (when the TalkTalk package is much better) in order to get the line back so that we can regain our previous email address.  TalkTalk said this would be possible, but omitted to inform us that our service, both phone and Internet would be abruptly cut off.  No instructions as to how to reinstate them, no welcome pack or CD.  Nothing was said about the incredibly confusing amount of reconfiguration we would have to do to redirect everything through IE and although one 'technician' helped me to access the Internet, as far as setting up the email, he said 'you'll have to do it yourself'.  Only 24 different panels to go through. 

WHY should I have to do it myself?  Nothing had been said about this.  Apparently the CD was supposed to take care of it for us semi-computer-literates, (I'll believe it when I see it), but we didn't get ours.  No warning that once they had 'taken over' our BT line, it would cost ?241 for us to reinstate the line, and have TalkTalk take it over again.  A lady at BT took great pleasure in informing me of this.  So should we change our minds during the first 30 days, as it says we can in the contract - yes they will uninstall the broadband, but we will than be left in limbo until (and if) we can get our BT line back.

When we were sold the broadband package, we were told it would all be seamless and trouble free.  Since we had been happy with the phone service, we believed them.  Har Har.  (Oh, oops, just got 'timed out' again, and had to sign in again - and that bloody smiley sign, and the tongue sticking out, is driving me mad already).

Trying the broadband while we are waiting to cancel the whole thing, I find that apart from being repeatedly 'timed out', I can't access a long and important list of bookmarked sites, sometimes I can access my email, sometimes it comes in alphabetical order, going back to March 2007, so I have to scroll through 700 plus emails trying to spot the ones that came in most recently.  That in itself is enough to drive me nuts, never mind the letters forming the 'smiley' and the 'tongue out' when I feel far from in a joking mood.  I don't want to explore further, afraid of what I might find, or rather NOT find.

As we were given no prior warning of the reconfiguration we would have to do, when our service was cut off I didn't know what was happening, (it was more than a week before our supposed 'go live' date).  So I spent a further 2 hours at 5p a minute, on the phone to AOL trying, vainly of course to reconfigure our settings, until they let slip the tiny nugget of information that said, if we didn't have a BT line, we could no longer get ANY service from AOL.  But TalkTalk have bought out AOL haven't they?  Some said, no, we're separate.  Others said yes.

The 'lady' at BT said no, TalkTalk HAVEN'T been collecting the line rental on your behalf from us during your time with them (the phone service which we've had for 18 months).  It's nothing to do with us, its the responsibility of Openreach, but Openreach won't speak to customers, they'll only speak to companies.  Yet their website is plastered with BT logos.  I asked her "if we haven't had a BT line all this time, how come we've been able to get AOL?".  She said she didn't know and that I'd have to ask them.  Obviously couldn't care less, but does anybody?

I've wasted a day I can't afford to waste, have a headache, and still have resolved nothing.  And they don't give a damn.  I'm guessing tomorrow will be the same, except as it's a Sunday they'll all be going home early.  Just got 'timed out' again, I'm going to give up now...

By: Lynseybluegirl


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richard from pterlee

richard from pterlee

I have just been reading complaints about talktalk, I my self have had lots of problems with customer services, they are absolutely hopeless I orderd a phone next day delivery,next day no phone,contacted them they said they lost the order so I re orderd sim and phone ,phone arrived next day without a sim, my sim was no good as it was a micro sim,contacted them again they said they would send a sim ,in the mean time waiting for the sim my old sim was switched off so I had no mobile. all you get out of these people is sorry, not good enough there a bunch of clowns as I have often told them,any way sent phone back with there courier cancelled contract and they still billed me for the phone been with them 9 months now spent hours on phone two mutch to say will be write ing all week if if I had to tell all my complaints.any body going over to talk talk be very wary or you will end up banging your head off the wall
richard from pterlee
25th Jun 14 18:51

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george

george

keep away from talk talk, just gone through a nightmare with this company, there customer service is the most usless, service i have ever had the misfortune to be involved with, i left bt and was promised by talk talk that i could keep my telephone no, and when the engineer arrived, to fit the fiber optic, they changed my number to a talk talk number at the exchange without informing me. I was told by talk talk, they could not change the number back to my old number, they have got nothing right, in my pesonal details, they spelt my name wrong, got my address wrong, got my email address wrong, after getting no joy from there customer service, they had the almighty gaul to ask if there was anything else they could do for me, thet signed of with have a nice day, [but only if they were to close talk talk down will that happen] and good old bt as much help as a bout of typhoid, offcom are only one step, a head of google, the have no teeth, i think the only way our voices, will be heard is to badger, our local mp`s the broadband providers, are worse than, the energy suppliers,
george
7th Feb 14 20:20

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Andy Lawlor

Andy Lawlor

I switched my mums phone from BT to Talk Talk thinking it would save her money, The rep assured me that it would be a smooth transfer for her to keep the same number and have it ported. Monday her phone was dead apart from a TT message saying it would be changed over by 7.45pm. My mum has heart failure and needed the phone as it is her lifeline. By Tuesday morning it wasn't done so I rang customer services to find out what was happening, They informed me that BT were taking their time and reassured me that it would be fixed by that evening. Weds morning I ring again to find out what is happening and was told completely different to what I was told the previous day. I had explained to the customer service rep about my mums condition and how serious it is and I requested that a manager contact myself. I gave my number only to be told that the rep couldn't guarantee that anyone would ring me....how customer unfriendly and rude and unprofessional!!!. No one did get in touch so I rang back that afternoon and the rep wouldn't discuss the account with me as it wasn't in my name, It was a different story when they allowed me to set the account up on behalf of my mum. Yet again for the second time that week I had to drive the 30 miles to my mums house to inform her of the lack of help and developments with Talk Talk ( should rename them JUST TALK as that's all they do). They kept insisting that my mum be with myself for data protection reasons which is fair enough had I wanted to change the account or close it down but I only wanted to know when the line would be up and running to give my mother peace of mind. Once we had got my 69 year old mother on the phone to them she was confused and got stresed as she couldn't understand the reps accent and had to keep asking the lady to repeat herself, which led to my mother getting stressed and having a heart attack whilst on the phone. This led to the rep telling my mum that she was terminating the call , which she did, and duly put the phone down on her. My mum is now in hospital and I have contacted TT to request a copy of the phone conversation to enable us to take legal action, to which they have asked for my mother to contact them!!!!. It is now Saturday, my mum is in hospital still and she has no working landline. This company is a nasty nasty company that doesn't give a toss and def doesn't train it's staff up properly and only teaches them to lie and fob people off. I feel like getting a flight to India and doing damage to their ignorant careless staff and then just like they did with myself, say sorry as though that makes everything ok...DO NOT TOUCH THIS COMPANY AS IT IS A LONG DISTANCE JOKE!!!!!
Andy Lawlor
5th Oct 13 12:48

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MereMortal

MereMortal

I am reading all comments and find that, as an inbound adviser for BT, these experiences are something that I deal daily with. If any customer feels that any advisor is not listening or just wants them off the phone please be assured this is not usually the case what it is is that each phone call is monitored, we have to manage our call within so many seconds, we have to place so many orders for new service (or cook the orders, basically advisers will deliberately stop one line and create a brand new account for the same customer getting a little tick in their 'goody two shoes' corrupt box), we have something called 'Adherence' (how long your bum is in your seat and if you work through your lunch or break, then the response it tough, you should have ended the call sooner), how many transfers you do, how many calls you take, etc (seriously the list is endless). If we are 'helping' with a customer enquiry that is not relevant to our call queue we are told to transfer, awful but true. We have to read a script at least twice within a call, DSR (Distance Selling Regulations) is actually very basic but BT call this RFT (Right First Time), garbage, it is embarrassing and it insults the integrity of any customers and take at least 5 minutes extra of a customers time, but of course BT don't see this they brag 'RFT, BT are the best, what a joke). BT Managers who hide and blame advisers 'for not dealing'. Some Managers are so bitter and twisted that they take great pleasure in bullying staff, basically, trying to take control and if any advisor is seen as a threat, they are bullied out of the workplace. Possibly two out of 20 Managers (I use this word loosely) can actually sit with a customer and place an order on the system, shocking. This is a genuine, basic, account of the true workings and mentality of BT. Customers are the focus of the vast majority of BT advisers however the pressures added by bullying Management and what Directors implement (call handling times e.t.c). It was denied by BT a few years ago that advisers were put on performance plans, PIPS, they can deny all they like, they do this on a regular basis and they have changed the name to an UP (Under Performing is any on the 11 areas we are monitored on). If they deny this, I will quite happily scan and copy one of these on to the internet. With this in hand, how is it ever possible to help and do the job? It isn't. It is shocking and the sooner large Companies like BT are forced into submission and taken back to basics, (treating customers with the respect they deserve and as much time as is necessary spent on any enquiry) the better. I am counting the months when BT announces that they have accepted (or forced) buy out. Don't buy shares in the Company you are merely helping plough money into the BT pension deficit, next time that shares go down, watch the pension deficit reduce.
MereMortal
25th Sep 11 15:17

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Penny Greenwood

Penny Greenwood

Thrust between Talk Talk and BT when no connection of phone and broadband for 4 days. At least I can understand the lady at BT who certainly did her best to help.
Only after I 'phoned OFCOM this morning did something happen an hour ago after repeated frustrated calls to Talk Talk, repeating everything time after time.
A formal complaint is going to OFCOM and I sincerely hope Talk Talk don't try to take any more money from my bank account. We'll see!!!!!!!!
Happy to put my full name in.
Thank goodness for kind neighbours.
Penny Greenwood
9th Dec 10 16:40

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Tina

Tina

Does anybody know whom I can complain to over a bill from this dreadful company Talk Talk? I cancelled my contract because of continuous shoddy service, now they are asking me for £205 for breech of contract. I am in the Bristol Area.
Tina
17th Nov 10 16:13

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DP Tapper

DP Tapper

OK lets get clear here people.
All Service providers of landlines use the same Field Engineers. Employed by Openreach, a part of BT. These engineers and their support staff are experts and 1- short changed by managers who in turn are constantly under pressure
2- overstretched because of lack of investment in recruitment.3- under resourced - as above and 4- armed to the teeth with laptop, mobile , pager and tracker fitted to van .

With a three strikes and y'out policy and so "controlled" they can't do anything unless its on the notes.
These job notes are ( apparently ) produced in India. The pay slips are (it seems) produced in the Czech Republic, and the HR is (maybe) managed in the outback of Australia.
Thousands of hard working, experienced people replaced by inexperienced, poorly trained ( cheaper ) agency staff who often crack under the stain and leave,
BT Openreach is not unique. Nearly all the service providers do the same.
Low investment. High pressure and no consideration for their most valuable asset.
The employee.
Nearly thirty years working in the telecoms industry and its come down to this-
The Public Telephone Network of the UK is owned and run by greedy, self righteous, conceited money grabbing directors, consultants, accountants, managers, manager of managers and directors of managers of managers.
In other words for every engineer and advisor there are at least the same number of non service effecting staff. They don’t do anything for the customer. They don’t do anything for the network and they don’t do anything for the industry.
Why?
They are not telecom people and not interested in a Public Service but see it as a Money-Making-Racket.
Any idiot can make money in this industry. Alas,we have more than our share.
The ones who know the network, understand the simple concept of "Look after the network” are leaving. What’s left are the movers, the talkers and the Bullsh***ers who produce spreadsheets. The PSTN – RIP.
DP Tapper
1st Nov 10 21:30

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Ken

Ken

Talk Talk - were meant to have taken over my BT phone and AOL broadband 5 months ago on their £6.99 a month deal. They did take over the phone, albeit 2 weeks late, and this has worked fine, but they have not sent me a router or taken over the AOL broadband (even though I had informed AOL I was leaving). I am therefore paying TT £6.99 a month (plus line charge) while still also paying AOL. I have since learnt that they were sister companies (in Carphone Warehouse Group), although Talk Talk have demerged from the group in March. Just wondering if this may have been a factor in why my contract has not been fulfilled. ??
Ken
27th Sep 10 15:36

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Rosaleen

Rosaleen

Talk Talk - Is there a single point of contact for customers or is it possible to contact the same department twice. We were switched from Talk Talk to BT without our permission in June, but we are unable to get back to them and have had no broadband during that time. BT admit they are wrong, what claim have we got
Rosaleen
17th Sep 10 23:00

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Chess

Chess

A warning to anyone considering switching to Talk Talk .
,It has taken nearly ten months to cancel our talk talk contract, during which time we have spent hours on the phone, written endless letters, been threatened with debt collectors 3 times for an account we no longer have, have been bombarded by fictitious bills. After cancelling direct debit from my bank talk talk set up another direct debit without my consent. It is totally impossible to talk talk with anyone in this country - spoke to someone in South Africa once who told me they cannot make outgoing calls!
All this is totally true, not surprisingly they have ignored my requests for compensation for all my wasted time and hastle endured. Be smart don't ever switch to them...........I wish never to talk talk with them again!
Chess
31st Aug 10 22:16

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nik

nik

I think if people like myself and my mam dont realy know about talk talk or any athere broadband, and these people come around our houses saleing us these things, then thay should be more helpfull with the information. cause wer ending up paying more than less.
nik
21st Jul 10 11:17

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Tarquin

Tarquin

I have just cancelled my order with Talktalk, waited in all afternoon for engineer and they didn't turn up spoke to customer services what a laugh he was A team 5 Northampton he was very rude he told me an engineer did call out from BT, I was not expecting a BT engineer and they didn't arrive at the time arranged, his comment was there was a problem with connecting so that why BT arrived and said what did I expect if there was a problem told him I wanted to cancell he told me I couldn't I said I would cancell direct debit he said so we will still get the money off you. This is only brief the detailed letter will go to them and to others I will not leave it like that I want a full apology but I won't hold my breath, am goin back to good old BT who have now beaten Talktalks offer.
Tarquin
14th Jul 10 09:34

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fedup and stressed out

fedup and stressed out

I think Talk Talk should change their name to LISTEN LISTEN as they are obviously deaf or daft or maybe both. How many more customers must complain before someone somewhere takes notice and resolves the problems we are having. How many more times do I have to tell the billing dept that I do not owe them money, I changed back to BT on 17 April 2010 but still they take no notice. I am elderly, deaf and not in good health, these calls cause me a lot of stress.
fedup and stressed out
13th Jul 10 19:28

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Anonymous

Anonymous

ordered talk talks broadband and telephone line, a engineer never came round to fit the telephone line and a modem was never delivered, yet I was still charged for it. I contacting talk talk through e-mail, letter and by phone and still the matter is not resolved. They have passed my debt on to a debt recovery agency so surplus charges has been added.

The phone contact was laughable, I was getting passed from pillar to post and on several occasions I even got cut off.

The e-mail contact: talk talk never even bother to return any message.

The letter: I am still waiting for a reply.

I ordered talk talk and never received what I ordered and this is what it cost me.

1)High Phone bill through trying to contact them
2)I got a bill for an overdraft charge
3)My bank closed my account which I have had for 14 years
4)Im still getting letters from debt agencies for around £300
5)My credit rating is now low
6)I was and it still is stressful when a bill comes in and you cant afford it, espesially when you have not had what you ordered.

I never thought this could happen but I have had to learn the hard way, talk talk have let me down in a massive way and now they have passed it on they dont even want to know.

To rub salt in the wound, talk talk keep sending me letters to welcome me back, when I never felt welcome in the first place.
Anonymous
1st Jul 10 18:46

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Neil Cook

Neil Cook

I changed my broadband from talktalk to BT I understood with the package the line and calls also changed. I have been billed by Talktalk for line and calls despite paying this to BT. I have explained the situation to talktalk and they said they would amend the bill. They have put Credit Solutions on my back with constant harassment. They say I have to pay them and claim it back from BT. I uderstand it is illeagal to demand money while the bill in under dispute.
Neil Cook
1st Jul 10 18:45

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