talktalk starting to go downhill again

Been with them for 3 years and registered for online billing right from the start. Just had a paper bill for which I was charged £1.25. They have the temerity to put on the bill "It's Now Easier to Read, making it easier to see your savings."

My Online account has beeen totally oblitereated. I can't access it at all.

When I phoned customer services I was treated like some sort of retard, and told this had happened because I moved house. I have been receiving online billing and able to access my online account since moving house last August.

When I dared to give moral support to other people on the talktalk forums who are experiencing the same problems I was accused by a member of staff of spamming.

I was told my problem has nothing to do with the new billing procedures being instigated after having already been assured that it was.

I was told when I phoned customer services that the problem would be resolved in 3 - 5 days and i would receive an email to this effect.

Needless to say this hasn't happened!

The reason I left Pipex was because it took them nearly a year to sort out their nightmare billing proplems. Looks as though I'll have to be moving again!

Edited by pappyon (Tue 09-Feb-10 15:53:36)

In reply to a post by pappyon:

The reason I left Pipex was because it took them nearly a year to sort out their nightmare billing proplems. Looks as though I'll have to be moving again!

Why not register at the TT forum and see if one of the OCE's can help you ?

http://www.talktalkmembers.com/forums/index.php

In reply to a post by Jack_Hackett:

In reply to a post by pappyon:

The reason I left Pipex was because it took them nearly a year to sort out their nightmare billing proplems. Looks as though I'll have to be moving again!

Why not register at the TT forum and see if one of the OCE's can help you ?

http://www.talktalkmembers.com/forums/index.php

Looks like he's already tried that if you read his post carefully. I tend to agree and I think it must be the digestion of Tiscali plus the computer system they are using. To have orders "stuck" for weeks with developers required to resolve matters (or not) is alarming. Luckily my service is still working and only Caller Display is faulty (been off for two weeks now).

ETEE

16448kbps/1017kbps Best Speed 13820kbps ThinkBroadband SpeedTester

Worst Speed 211kbps TalkTalk LLU ADSL2+

I have been registered with the talktalk forum for years.

Because I had the temerity to reply to posts by members who are in a similar situation I was accused by an OCE of spamming, and told to stop it immediately.

The thread in which the OCE made this known to me was locked and I have no way of protesting.

To digress slightly. When I phoned customer service about my online account having been removed from the system and getting a paper bill and charged £1.25 she said it was because I had moved house. She was adamant about this, and nothing I said made her vary from this course. She began to be quite abusive towards me!

I moved house in August, and have been on online billing for three years, and my online account was perfectly OK until very recently.

Anybody who has ever had to phone customer service will know it is an absolute nightmare. The first thing you encounter is a language barrier, as they are based in a third world country to enhance Charles Dunstone's millions. The second thing is that they will tell you anything at all if it gets them off the hook!

When I did move house I was moved off the plan I had been on for two and a half years whether I wanted it or not. I paid extra for 24/7 calls to national lines and yet on my first bill I was charged for these calls despite having already paid for them with a £4 a month premium

I will be perfectly honest and state that the only reason I am with talktalk is because they are cheap. Cheap and nasty that is! You will be forgiven if you tell me I am only getting what I am paying for!

You have to raise your own thread on the TalkTalk forums. I did not understand when I first joined TalkTalk last year that when you post on someone's thread you can bump them down the OCE todo list. Same thing happened to me.

From reading the threads it appears that TalkTalk have two billing systems running at the same time. I wonder if thats the problem?

Quote
"You have to raise your own thread on the TalkTalk forums."

You seem to have missed the point. I had already raised my own thread on the forum.

What I am alluding to is my being censored for adding my moral support to others who have received unwanted paper bills and been charged £1.25, and also not being able to access their online account.

If you go to the talktalk members billing forum you will see that this is happening to more and more people all the time, and talktalk either can't fix it or are not bothering one iota about it!

When I posted on the forum the instructions I was given by an OCE relating to to getting my online account back, proved to be totally useless!

I see them ending up as bad as Tiscali. God forbid!

I reread the thread and you did not mention that you had raised the problem in the TalkTalk forums.

I agree with the principle of moral support but as I said before the threads are raised by TalkTalk users to try and resolve specific problems with the help of the OCE's. Not as a general free for all comment forum such as thinkbroadband hence your censor from the OCE involved.

I guess its down to what you want, TalkTalk is cheap but the disadvantage is first line immediate user support when problems occur. I used to be with Pipex and I left when they started throttling everything 24/7 and the service dropped. Who do you go to that is any better for the price unless you have access to cable?

I have settled for cheap with TalkTalk after Entranet and for me for the last four months its been a service that has exceeded my expectations. Time will tell.

In reply to a post by pappyon:

When I posted on the forum the instructions I was given by an OCE relating to to getting my online account back, proved to be totally useless!

Did you get back to them to tell them it did not work and what was their response ?



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Edited by Jack_Hackett (Wed 10-Feb-10 17:02:13)

Yes.

They say the point has been raised with the relevant IT department who handle the web, and I am to be contacted when they get word back. This was last Friday morning.

Then again customer services by phone promised me an email in 3 - 5 working days and I have heard nothing after 7 days.

Please do not think I am being facetious in relation to your post, but it never struck me till you made the very valid point about a Free-For All. I never looked at it in that way.

When I look at it from your point of view, here's a talktalk employee doing his best to help people and all I am doing is telling them they aren't the only ones in this situation. Not very helpful at all to anybody! No wonder the OCE lost the place with me!

I only assumed I was being shut up to stop people knowing there was a lot of this happening!