A very new and confused Talk Talk customer

Ok so I order my talk talk bundle package 26th January (approx 7.30pm - note time) which all goes well.

In the next few days I recieve a couple of text messages saying 'welcome to talk talk' and 'we don't need to send an engineer around, your telephone line will be active on 2nd February' which was the agreed date when I placed the order. I also recieved a letter from Talk Talk on the lines of explaining 'what happens next'.

So the 2nd February comes around and no active phone line. I then recieved a letter today (3rd February) dated the 26th January (same as order date) saying I had failed the credit check and that I need to pay a refundable £60 for the order to be re-processed. So I phone up and ask why I failed the credit check (as this came a big suprise) and was told that it was probably because I had moved into a new property, and in effect the order is cancelled/suspended (as I was told). Does this mean that every new Talk Talk customer who moves into a new property automatically fails a credit check? Could I have not been told this on the phone when placing the order and save wasted waiting time?

Firstly I don't understand how a credit check can be properly completed on the same evening as the order was placed.

Secondly I also don't understand why I was sent two text messages and a letter welcoming me to talk talk and confirming my activation date writen AFTER the date of the credit check failure letter.

I now have to wait another 48 hours before I have to phone up again and get a new activation date (another delay). Internet activation date would appear to be weeks off still.

I am so tempted to just cancel the whole thing and look elsewhere. Not been impressed thus far.

For £2 you can get a copy of your credit record which might help you find out what's going on. Sometimes addresses can become tainted by previous occupants.

I would pay up because it will take some time to correct a credit report.

Think of the biggest steaming cesspit your imagination will allow, then triple it and you have talk talk.Clueless support , minimum 45 mins on hold time , used carpet sales staff and 18 months of valium and counselling for your frayed nerves if you sign with them.
Take what has happened as a positive, something has stopped you signing up with the biggest bunch of ISP sharks in britain, if I were you I would call into a church and put £5 in the collection plate for divine intervention saving you. Even the much heralded members forum, the rear end of the trousers has fallen outta that too.
Talk Talk = Disaster.

In reply to a post by bilbo8:

Even the much heralded members forum, the rear end of the trousers has fallen outta that too.
Talk Talk = Disaster.

You are so full of [censored] your breath could knock a fly off a bucket of [censored] at 50 paces.

Talk talk provide a great service some people have problems as do customers of all ISP's, obviously with 4.2 million customers TT are going to have more negative posts in forums like this than an ISP with a few thousand, having said that we are not exactly falling over ourselves with them on a daily basis.

£6.49 gets me these speeds and these low pings and free phone local calls day and night.

My idea of internet sharks are those that charge £25 plus per month and give you 6Mb max and a low download allowance which lets face it is most of them.



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Edited by Jack_Hackett (Thu 04-Feb-10 18:01:15)

Agree with ETEE. You have probably moved into property where the previous owner had a bad credit record.

If you sign up to one of the online credit record accounts you get a month's free access. Just remember to cancel it before the month is up. Have a look at experian

Unhappy people shout the loudest.
Move on. Life is too short.

Hi lewis_moorcroft,

As you have been advised it could be that the previous resident had a poor credit rating. As such unless you are able to amend the credit rating we would need you to pay the additional charge.

The forms are automatically generated during application process which is most probably the cause of you receiving communication after the date of the credit rejection. Apologies for any confusion this has caused.

Thanks,

Andrew

I fail to see how a previous resident's poor credit rating could have an effect on him. All credit checks are done on the person and not the address.

Don't sign with Talk Talk you will regret it. I found a company who connected me without any credit checks and no fuss called 'GO Connect'.

Spot on.

The only way I could see "credit" being an issue is if the previous occupant was also with Talk Talk and they fled leaving an unpaid bill.

So Talk Talk's systems detect the application for a new account and wonder whether it's the same person applying under a new name, and reject the order.

When we moved once, we had to wait 3 weeks for Virgin to come round and install the cable. So I pursued getting a BT line in the interim as internet was essential, even for only a few weeks, and abandoned the idea when were asked to provide extra ID etc - we subsequently found out the prior tenants had indeed fled leaving many unpaid bills including their BT one.

But then you'd have thought that could be picked up earlier.