TalkTalk no service and 15mths left, don't know what to do?!

boycee

boycee

boycee

Associate
Joined
23 Mar 2005
Posts
969
Location
Colchester, Essex
Hello,

So as we all know talk talk customer service is terrible, well for the last 30 days we have had no service. I've been through the usual pain of phoning support going through some flow where they ask the obvious only to end with "it has been escalated to their top level team and will be resolved in 48hrs" so this as I mentioned before was 30 days ago.

Every couple of days we have been going round in circles trying to get a working connection, but to no end. Given it has been a month we now want to cancel but the issue is we have 15mths left of our contract, so to cancel will cost us £122 which is a joke.

So now my options are
1) Pay £122 to go to another provider
2) Carry on phoning every couple of days essentially achieving nothing for hours on end (quite literally)
3) Fly to India and hurt someone? :-P

I'm really out of options, I have written to them 2 weeks ago asking what's going on. Our reply... "We see you have an open ticket raised 19th September, please call 0870... for progress". Phoning that number = back to beginning.

A few members of staff claim we can cancel due to failure to provide service after 28 days but after again spending 1hr today on the phone I cannot find anyone who will honour this since now it has been over 28 days!

Complaint raised with ombudsman today but will take 10 days before they decide if we have a complain.

Consumer direct advised us to write to them as above, but as mentioned this didn't get us anywhere.

I have no idea where to turn next? Suggestions?
 
If they are unable to provide you with the service your paying for they are not upholding their end of the contract and as such can not charge you early cancellation fees - do not let them.

I take it by ombudsman you've taken it up with http://www.ofcom.org.uk/ ?
 
Last edited:
Crowort said:
Have you tried http://www.talktalkmembers.com/forums/ ? UK based team that are pretty good with this sort of thing.
Click to expand...

I have just found this an am going to register once I find my account number (which I need), but worth a shot.

Rroff said:
If they are unable to provide you with the service your paying for they are not upholding their end of the contract and as such can not charge you early cancellation fees - do not let them.

I take it by ombudsman you've taken it up with http://www.ofcom.org.uk/ ?
Click to expand...
Ofcom is correct, but "do not let them" how do you suggest I impose such a condition? I said this but they just pass me around..

I've been told the Cancellation team can cancel the contract but cannot void the charge, that has to be done by the billing and payment team. I was put through to them, apparently they can't void the amount either, instead told I need to speak to cancellations. Etc... Round and round I go...

I will try the forums, at least that will save me literally hours on the phones.

Just painful, I have a landline with them too and fear if I cancel it all I'll lose my number and never see my mac code :-(
 
boycee said:
Ofcom is correct, but "do not let them" how do you suggest I impose such a condition? I said this but they just pass me around..

I've been told the Cancellation team can cancel the contract but cannot void the charge, that has to be done by the billing and payment team. I was put through to them, apparently they can't void the amount either, instead told I need to speak to cancellations. Etc... Round and round I go...
Click to expand...
If I were you, I'd just inform them politely but firmly that you don't give a flying **** whether it's "Cancellations" or "Billings and Payments" who voids the charge, and that you're not going to pay it as they are in breach of contract.

Actually, don't waste any more time in a (clearly futile) attempt to sort it out over the phone, and don't bother with the forums - just write to their UK office by recorded delivery, telling them you're terminating the contract as a result of their breach, and that any D/D mandates previously granted are immediately and permanently revoked (inform your bank likewise). You can also demand that they immediately issue a MAC code, and advise them that any unreasonable delay in removing the tag on your line, resulting in further loss or inconvenience suffered by yourself, will be met with a claim for damages.

That's the way I'd play it, anyway... :)
 
+1 for the above, they are a right rubbish firm to deal with, and have been fined for this sort of behaviour before...I strongly urge people to stay away from TalkTalk
 
You must log in or register to reply here.
Back
Top Bottom