TalkTalk are registered with Omsbudsman Services. If TT are being really awkward I would tell them they must either do it or give you a deadlock letter/email for you to send to Ombudsman Services. Don't do this by phone, and if it's website email form that doesn't send you a copy, copy it before submitting, and save it in a word processor.

If they refuse to do either, then I reckon the refusal itself will constitute a deadlock communication. So you can then complain to Ombudsman Services.

Edited by RobertoS (Mon 14-Jan-13 13:36:10)

In reply to a post by RobertoS:

If they refuse to do either, then I reckon the refusal itself will constitute a deadlock communication. So you can then complain to Ombudsman Services.

Only after 8 wks.

No. The 8 weeks is without a deadlock letter. With a deadlock letter, or in my opinion a refusal to solve the problem or issue one which is de facto a deadlock letter, the complaint can follow immediately.

Well, the problem is that your interpretation my differ from the ombusdman's. They could just as well say that a refusal to issue a deadlock letter implies that they are still trying to solve the problem (OK, we all know they aren't).
On the other hand, if TT is making it difficult to move the line to another provider, I'm sure Ofcon need to be informed.

In reply to a post by RobertoS:

or in my opinion a refusal to solve the problem or issue one which is de facto a deadlock letter, the complaint can follow immediately.

No, absence of a letter does not constitute a deadlock letter.

In reference to www.ombudsman-services.org/who-can-we-help-communications.html#final:

Before you can use our service you must tell the company you are unhappy with about your problem and follow its complaints procedure.

The company has up to eight weeks to resolve your problem.

If, during this time, you receive a letter from the company which says that it will no longer be handling your complaint or the company tells you that it has reached its final position, and you are not satisfied, you should let us know.

The company may refer to this as a deadlock letter. You can see more about this on the Explaining your final position section of this website.

If eight weeks pass and your complaint has not been resolved to your satisfaction, you should let us know.

Try again! You are ignoring essential parts of what I said to the poster.

tell them they must either do it or give you a deadlock letter/email for you to send to Ombudsman Services. Don't do this by phone, and if it's website email form that doesn't send you a copy, copy it before submitting, and save it in a word processor.

The complaint and refusal would obviously be accompanied by that saved document.

Wy the heck else do you think I gave those very specific instructions?

The customer is supposed to first of all make a complaint using TT's complaint procedures.
I don't think giving an ultimatum is contemplated by the procedures.
In other words, this behaviour may make the ombudsman refuse to look at the complaint,

The customer is supposed to first of all make a complaint using TT's complaint procedures.
I don't think giving an ultimatum is contemplated by the procedures.

That's a valid point.

In other words, this behaviour may make the ombudsman refuse to look at the complaint,

According to the OP they are refusing to look at the problem, ie a complaint about the incorrect information they are propagating.

Edited by RobertoS (Mon 14-Jan-13 20:58:25)

You try again! Being awkward about it is not a refusal, and that's all the OP has said TT has done so far. I have an ongoing formal complaint with Orange (not re BB) and they are "being awkward" about it in that they are taking their time replying, have not overcome the issue and have not offered any explanation for it; yet they are still in correspondence about it but have not said they can do nothing further (deadlock). As 8 weeks have not yet passed, I cannot take it to the ADR (and the Press and OFCOM ).

I'm only interested in what has actually happened with OP's issue, not what might or might not happen were he to follow your ill-advised advice. You ignore the greater possibility that they just reply saying they are looking at it or might not reply at all.

Anyway to go to the ADR you 1st need to follow the firm's complaint procedure which will certainly not accommodate ultimatums such as you suggest.