The Talk Talk experience - 13th Mar 2010 2:22pm
Ok, a nice long whinge about trying to get Talk Talk phone and Broadband - unsuccessfully so far.
I had a choice between a fantastic offer by Virgin and getting talk talk. I chose talk talk because of the high call costs on Virgin - so while my first year bill will be more, it will be more than recuperated by the 2nd year. Free local calls (including 0151 and 01244 as well as others) on Talk Talk was very attractive
4/2/2010 Phone Talk Talk and order Phone and Broadband - get told an engineer to visit and have to pay £59.99 connection because I do not have an active line. ETA about 1 week for phone and 3 weeks after for broadband. £59.99 to be on first bill. Engineer to probably arrive on 12th
4/2/2010 Received txt confirmation of order.
5/2/2010 Received txt to say engineer to call on 16th
11/2/2010 Received confirmation letter dated 6th to say engineer to visit on 16th
12/2/2010 Received confirmation letter dated 4th!!! to say they want the £59.99 paid up front but the order is still being progressed.
13/2/2010 Phoned to try and pay £59.99 but couldn't find a department to accept it - went round 7 different people, most departments had no record of me at all, in passing I found out that my order was cancelled and I would have to raise a new order, ended up with Openreach who stated they have no record of activity on my address. At one point I was transferred to O2 which got us both confused, they must both use the same call centre - ????
15/2/2010 Start again .... Raised new order and paid £59.99
19/2/2010 Received txt to confirm new order
21/2/2010 Received txt to say an engineer doesn't need to call and that phone will be active midnight 25th. it looks like they suddenly discovered I wasn't a newline - so why do I have to pay £59.99 when standard connection is normally £29.99 but at the moment is free.
26/2/2010 Received txt to say my phoneline is now active and giving me my phone number. No it is not, where I used to get a little click when I connected phone, there is now deathly silence.
27/3/2010 I can't afford to keep phoning Talk Talk on mobile so fill in their website contact form. No confirmation of this was received.
2/3/2010 Filled in another contact form on their website, got confirmation back.
7/3/2010 Received email reply back from contact form, they have no record of me or my telephone number.
11/3/2010 Phone finance department to say you took money off me but I have not received anything in exchange, they found out payment is placed against the first account I opened which was supposed to be dead and closed. They put me through to Newlines who submited a report to Openreach to get it sorted - eta 15th. They are very worried this will not be sorted before the broadband date of the 18th. They also explained that as I am classed as newline until 18th is why customer services will not know about me.
13/3/2010 Received welcome pack giving me my account number, telephone number and date that broadband will be connected 18th. There is no longer any mention of free local calls(one of the main reasons for me joining) and the connection fee seems to have gone up to £69.99. Also received broadband modem etc through post.
I am waiting with baited breath for an Openreach engineer to call on Monday the 15th - the odds of this being sorted before my broadband date of the 18th is looking very remote.
I have had similar experiences to this with the following companies/bodies
BT (to a worse degree)
Tiscali (to a worse degree)
United Utilities (to a lesser degree)
Npower
ScottishPower
CSA (to a lesser degree)
JSA
ESA
I consider that the use of 0870 numbers and cheap offshore call centres has aggravated these problems. There is a possibility that the cost of the calls more than pays for the cheap offshore call centre, hence they may actually profit out of your problems - the more and longer the problems - the more profit.
I had a choice between a fantastic offer by Virgin and getting talk talk. I chose talk talk because of the high call costs on Virgin - so while my first year bill will be more, it will be more than recuperated by the 2nd year. Free local calls (including 0151 and 01244 as well as others) on Talk Talk was very attractive
4/2/2010 Phone Talk Talk and order Phone and Broadband - get told an engineer to visit and have to pay £59.99 connection because I do not have an active line. ETA about 1 week for phone and 3 weeks after for broadband. £59.99 to be on first bill. Engineer to probably arrive on 12th
4/2/2010 Received txt confirmation of order.
5/2/2010 Received txt to say engineer to call on 16th
11/2/2010 Received confirmation letter dated 6th to say engineer to visit on 16th
12/2/2010 Received confirmation letter dated 4th!!! to say they want the £59.99 paid up front but the order is still being progressed.
13/2/2010 Phoned to try and pay £59.99 but couldn't find a department to accept it - went round 7 different people, most departments had no record of me at all, in passing I found out that my order was cancelled and I would have to raise a new order, ended up with Openreach who stated they have no record of activity on my address. At one point I was transferred to O2 which got us both confused, they must both use the same call centre - ????
15/2/2010 Start again .... Raised new order and paid £59.99
19/2/2010 Received txt to confirm new order
21/2/2010 Received txt to say an engineer doesn't need to call and that phone will be active midnight 25th. it looks like they suddenly discovered I wasn't a newline - so why do I have to pay £59.99 when standard connection is normally £29.99 but at the moment is free.
26/2/2010 Received txt to say my phoneline is now active and giving me my phone number. No it is not, where I used to get a little click when I connected phone, there is now deathly silence.
27/3/2010 I can't afford to keep phoning Talk Talk on mobile so fill in their website contact form. No confirmation of this was received.
2/3/2010 Filled in another contact form on their website, got confirmation back.
7/3/2010 Received email reply back from contact form, they have no record of me or my telephone number.
11/3/2010 Phone finance department to say you took money off me but I have not received anything in exchange, they found out payment is placed against the first account I opened which was supposed to be dead and closed. They put me through to Newlines who submited a report to Openreach to get it sorted - eta 15th. They are very worried this will not be sorted before the broadband date of the 18th. They also explained that as I am classed as newline until 18th is why customer services will not know about me.
13/3/2010 Received welcome pack giving me my account number, telephone number and date that broadband will be connected 18th. There is no longer any mention of free local calls(one of the main reasons for me joining) and the connection fee seems to have gone up to £69.99. Also received broadband modem etc through post.
I am waiting with baited breath for an Openreach engineer to call on Monday the 15th - the odds of this being sorted before my broadband date of the 18th is looking very remote.
I have had similar experiences to this with the following companies/bodies
BT (to a worse degree)
Tiscali (to a worse degree)
United Utilities (to a lesser degree)
Npower
ScottishPower
CSA (to a lesser degree)
JSA
ESA
I consider that the use of 0870 numbers and cheap offshore call centres has aggravated these problems. There is a possibility that the cost of the calls more than pays for the cheap offshore call centre, hence they may actually profit out of your problems - the more and longer the problems - the more profit.