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Standard User yddeniks
(newbie) Tue 09-Feb-10 12:54:39
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2 Months - Still no broadband (Talk Talk OCEs please read)


[link to this post]
 
Hello,

What follows is my experience with Talk Talk so far. If any Talk Talk OCEs see this I would be very grateful if you could assist me in this matter. Any advice from anyone would be very much appreciated.

Apologies for the ridiculously long post but here we go:

I signed up to Talk Talk Essentials phone and broadband on the 13th of December 2009 after moving into our new home. The salesman told me the phone line would be activated within a week and the broadband no more than 21 days after that. I received a letter on the 16th Dec telling me to 'get ready' for my new phone and broadband. I felt ready.

In the end the phone line was activated on the 5th of January, 2 weeks later than promised but I was understanding being that it had just been Christmas and all. After the 5th I received no communication other than an order confirmation email on the 7th. No welcome pack and no router.

I waited until the 19th of January before I made my first phone call to customer support. I was asked for my account number which I hadn’t been provided with. He then asked for my phone number after which I was told there was nothing on the system and my account didn’t exist. He said this meant the order was probably still with ‘New Lines’ and I was transferred.

I then spoke to a lady who told me that everything was fine and the order was scheduled to go live on the 27th. When asked why I had not received either my welcome pack or the router I was told that they were having issues with sending them out but rest assured they would be with me in the next few days. She also promised to call me if anything went wrong. I then felt reassured that everything was going roughly as planned.

All this time I had been making do with Vodafone mobile broadband for work which cost me £15 for every Gigabyte used. At the time of purchase this seemed fine as I only envisaged a few week sans internet.

On the 27th neither the router nor welcome pack had arrived so I called the ‘New Lines’ team once again. This time I was told that the ‘order was stuck’ and the IT department were working on it. I was promised an update the next day. The man then said I should probably speak to the ‘broadband equipment department’ to chase my router. So he put me through and once again I was told my order did not exist and was transferred back to new lines where another lady told me that the router would not be ordered until the order left ‘new lines’.

I called back the next day and spoke to another lady who said the order was still stuck, and she couldn’t tell me why or do anything to un-stick it. She told me the best thing to do would be to call back in a week…. A WEEK. At this point I was furious, how can it take a week just to find out why the order hadn’t been processed? I expressed my disgust as civilly as is humanly possible in such situations and was told she was very sorry but there was nothing she could do.

On the 1st of February I received another order confirmation email. Did this mean the broadband had been re-ordered? I didn’t get chance to call back until the 8th February. I explained the whole saga to a man who told me I now had another provisional ‘go live date’ (the 21st Feb) but no firm date. He then put me on hold while he went to check for a firm date. Two minutes later I was hung up on.

I called back and spoke to a lady, explained the situation yet again and was told the same - no firm date. She then looked at the order history and said that previously my order had been in the queue, got stuck (what does that even mean???) and was then ‘de-queued’, but then not put back in the queue. She then said my order was back in the queue but ‘obviously’ it was now much further down the queue as I had been ‘de-queued’ and ‘re-queued’. So I said, “Ok, just move me up the queue where I should be”, but she couldn’t do this, not possible apparently. I demanded a firm date as to when I would receive my broadband but she could only tell me that she would personally call me as soon as she knew.


I am now very much at the end of my tether. I really don’t understand how it can take this long just to process the order. If nothing is sorted within the next week I’m going to have to cancel. Since being without hardwired internet I have spent £75 on the mobile broadband (unavoidable due to working from home). Not good when you consider a years worth of broadband only costs £84…

I want to sign up for the Talk Talk member forums to see if that will get me anywhere but as the order has not been processed I cannot. Even though I have a working phone line and I pay them every month I am apparently not a customer yet.


Again, if anyone can offer any help/advice/personal experience that would be fantastic.

Edited by yddeniks (Tue 09-Feb-10 13:07:05)

Standard User Jack_Hackett
(fountain of knowledge) Tue 09-Feb-10 19:00:31
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: yddeniks] [link to this post]
 
In reply to a post by yddeniks:
What follows is my experience with Talk Talk so far. If any Talk Talk OCEs see this I would be very grateful if you could assist me in this matter. Any advice from anyone would be very much appreciated.


Have you tried the TT forum - http://www.talktalkmembers.com/forums/index.php
Standard User goldenoldie
(knowledge is power) Tue 09-Feb-10 19:24:13
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
In reply to a post by Jack_Hackett:
In reply to a post by yddeniks:
What follows is my experience with Talk Talk so far. If any Talk Talk OCEs see this I would be very grateful if you could assist me in this matter. Any advice from anyone would be very much appreciated.


Have you tried the TT forum - http://www.talktalkmembers.com/forums/index.php


Jack - you keep posting this link to the TT forums BUT some people are not able to do that

I quote from the OP post
I want to sign up for the Talk Talk member forums to see if that will get me anywhere but as the order has not been processed I cannot. Even though I have a working phone line and I pay them every month I am apparently not a customer yet.


I'm still waiting to hear if my problem has been resolved - the Executor has had no response from them despite sending the Death Certificate etc . I can't post there either and I'm sure there are other folk in the same position.

-------x-------x-------x-------x-------x-------x-------x-------x-------x-------x
If a thing ain't broke --- DON'T FIX IT
Experienced in making a mess of things smile
2 x MacBook Pro on OSX 10.6.2 ,Lynksys Router WRT54G ,G3iMac( retired from use) [ sssh and and a PC wireless lappy using XP Pro ] all on Virginmedia 10mbit

Edited by goldenoldie (Tue 09-Feb-10 19:24:55)


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Standard User lenaspell
(member) Tue 09-Feb-10 19:31:43
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: goldenoldie] [link to this post]
 
It seems to me that they have failed to provide the service that the OP is already paying for and as such a clear breach of contract. If that is the case not only can he accept that breach and walk away with is MAC code but would also be entitled to damages.

He needs to escalate upwards pdq and not get himself fobbed off time and time again.

Len

Zen 8000 Active. Netgear DGN2000 Router.
Windows 7 Pro 64bit ; Windows XP Pro SP3 and iMac 9.1 and MacBook both running Snow Leopard smile
Standard User Jack_Hackett
(fountain of knowledge) Tue 09-Feb-10 19:43:23
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: goldenoldie] [link to this post]
 
I want to sign up for the Talk Talk member forums to see if that will get me anywhere but as the order has not been processed I cannot. Even though I have a working phone line and I pay them every month I am apparently not a customer yet.


I missed that.
Standard User Hatari
(member) Sat 13-Feb-10 10:11:41
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
I notice that the Talktalk rep on here has not picked it up eithersmile

Standard User lenaspell
(member) Sat 13-Feb-10 11:24:37
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Hatari] [link to this post]
 
Seems that the OP isn't interested much either judging by the lack of response. Oh well confused

Len

Zen 8000 Active. Netgear DGN2000 Router.
Windows 7 Pro 64bit ; Windows XP Pro SP3 and iMac 9.1 and MacBook both running Snow Leopard smile
Standard User Hatari
(member) Sat 13-Feb-10 11:33:43
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: lenaspell] [link to this post]
 
Maybe the OP has just given up and original post was a cry of despair and he has gone elsewhere.

Talktalk do get it so wrong on the Customer service side.

Standard User yddeniks
(newbie) Sun 14-Feb-10 14:37:50
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: lenaspell] [link to this post]
 
Hi,

I promise I am very much interested in all thoughts. However having no internet (other than the aforementioned extortionately priced dongle) I am unable to spend much time on the forum.

Since posting here, MrSaffron passed on my details to his talktalk contact and I was telephoned by a member of the CEO's office. I was then promised an update within 48 hours. However, this was on Thursday morning and so far no update. I will let you all know if this gets anywhere.

Again thanks again for all your comments.


Best regards

yddeniks
Standard User kamelion
(experienced) Thu 18-Feb-10 13:24:25
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: yddeniks] [link to this post]
 
You have more patience than me. I would have pointed out that there are plenty of ISP's that would love my custom, cancelled my order due to their breach and walk walked away, while sending them a bill for RTD back to BT

BeUnlimited
Bandwidth (Up/Down) [kbps/kbps]: 2,273 / 21,442

Edited by kamelion (Thu 18-Feb-10 13:25:38)

ISP Representative TALKTALK_SUPPORT
(isp) Wed 24-Feb-10 16:05:38
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: yddeniks] [link to this post]
 
Hi yddeniks,

Have you had contact from the CEO's office as advised?

Andrew

TalkTalk, Online Community
www.talktalkmembers.co.uk/forums
"The information contained within these posts is provided by TalkTalk
to assist in the resolution of any queries our customers may have. Should you
have a specific request for information please do not hesitate to contact me."
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User xlr8r_2000
(newbie) Mon 01-Mar-10 13:04:44
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Almost Identical problem


[re: yddeniks] [link to this post]
 
I ordered talktalk pro on the 29th of Jan to migrate from sky's service, I got my initial order confirmation letter but then nothing, I have phoned many times and been told my order was stuck also and released but still no welcome pack, router etc. Called again and was told was going live today but again nothing, called again today and they have told me that someone will call me within the next 3 days with an update, I await with baited breath. I too am using a mobile broadband dongle but luckily my company supply this.

xL
Standard User Hatari
(member) Tue 02-Mar-10 11:46:16
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: kamelion] [link to this post]
 
In reply to a post by kamelion:
You have more patience than me. I would have pointed out that there are plenty of ISP's that would love my custom, cancelled my order due to their breach and walk walked away, while sending them a bill for RTD back to BT


Agree I would be long gone.

Standard User Shuansheep
(newbie) Fri 19-Mar-10 10:31:48
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: yddeniks] [link to this post]
 
This is exactly what is happening to me.

I have been waiting since 18 January to go live on broadband. I got my confirmation leter with an order number but am still waiting for a welcome pack

Again like you my order is stuck and as this is happening a lot they have a special team or so I have been told to deal with this.

Talktalk did swap my phone line from BT on 2 Feb for the line rental but can't get my broadband sorted out.

I was told I would go live 11 feb then this was changed to 20 feb

On 20 feb I was told I should not have been told this as there were still problems with my line.

I phoned a week later and was told there were still problems and call back in a few days.

3 days later I called back and was told they would re order my welcome pack and I would recieve my router yesterday 18 March and go live today 19 March. I called back 10 min later as I had another query and the guy said there WAS NO RECORD of a problem on my line???

As I have heard nothing all week from talktalk I called BT yesterday who said yes I could go back no problem however they also said that my phone line was not showing an order for broadband !!!!

I have phoned Talk Talk and spoke to a man who kept me on hold over 20 min who said my welcome pack should be with me today which they say they sent by Royal Mail and confirmed that my go live date was still today.

The Postman has been and still no welcome letter considering it was ordered Wednesday last week I'm surprised they could be so accurate.
Standard User Smalley
(newbie) Fri 19-Mar-10 11:35:31
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
My experience is very similar - got an email today saying there was a stuck command on my bb and gave me an early April go live date but still waiting for router etc. Also not been able to access my account as when I register tells me my email has already been entered but I do not know what. On phone Customer Services pass buck, give wrong info or hide behind data protection. They do not seem to have set systems in place so that you just do not know whats happening.
Bob
Standard User Shuansheep
(newbie) Fri 19-Mar-10 12:29:14
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Smalley] [link to this post]
 
It's such a shame to see TT get too big to cope with the amount of bussness they have now.

I have been with TT since 2003 for my calls but not my line rental and have never had any problems before. I have used Dial Up (which still works but is very slow) with them too with no problems.

I'm so disapointed that they can't sort out my broadband after all the calls from them trying to get me to swap over I finally gave in and upgraded my computer and after 3 months am still using a dial up conection.

I have had an email saying my account number has changed and my latest bill is due but when I log on it is teling me my account is inactive.

Their CUSTOMER SERVICE is a joke I have been passed around from one person to the next and now feel unable to believe a word they tell me.

My broadband is going live today? or so they tell me I will ring them again in a min well we'll see. I have no welcome pack or log on details so can't log on anyway I won't hold my breath.

Just an update I've just phoned customer services and guess what. "Sorry there is a problem with your Broadband phone back in a few days".

M

Edited by Shuansheep (Fri 19-Mar-10 14:47:05)

Standard User ETEE
(fountain of knowledge) Fri 19-Mar-10 16:25:35
Print Post

Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
As many long serving TT customers know, TT BB is fine until it goes wrong and then it often seems to get worse. This has been going on with TT LLU since it started in 2006 when they were simply not ready (technically and customer service wise) for the demand. It is just a symptom of a lack of resources to resolve problems, which is of course not the thing that budget ISPs can afford to do. In my view, unless TT improve this aspect of their service, they will get overtaken by other companies with better customer service performance. Customers will only put up with so much [censored] before they take their direct debits elsewhere.

ETEE

16448kbps/1017kbps Best Speed 13820kbps cool ThinkBroadband SpeedTester

Worst Speed 211kbps confused shocked TalkTalk LLU ADSL2+
Standard User Shuansheep
(newbie) Fri 19-Mar-10 19:10:23
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: ETEE] [link to this post]
 
Hopefully I will have some answers soon as I have really got fed up with all the different people with different replys from their customer services. Someone is going to phone me back within the next 24 hours on my mobile or so I have been told (3 hours have already passed).

How can BT tell me yesterday that there is no Broadband showing on my line yet when I then called Talk Talk customer services they still assured me I would go live today.

Reading the TalkTalk forum makes me feel worried about continuing with my order maybe I should get out before they connect me and tie me in for 24 months to a service they can't provide. They have said I can leave as they have not fufilled their end.

I'm not after the highest fastest speed in the world but just want to pay a flat rate per month to send a few emails and do a bit of internet shopping.

Has anyone got any other suggestions for Cheap Relyable Broadband. I'm not to bothered about free calls as I have this with my mobile. I hear O2 are not to bad has anyone any dealings with them?

SS

Edited by Shuansheep (Fri 19-Mar-10 19:14:22)

Standard User tommy45
(committed) Fri 19-Mar-10 19:22:24
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea *DELETED*


[re: kamelion] [link to this post]
 
Post deleted by tommy45
Standard User Jack_Hackett
(fountain of knowledge) Fri 19-Mar-10 19:40:32
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
In reply to a post by Shuansheep:
Reading the TalkTalk forum makes me feel worried about continuing with my order maybe I should get out before they connect me and tie me in for 24 months to a service they can't provide. They have said I can leave as they have not fufilled their end.

I'm not after the highest fastest speed in the world but just want to pay a flat rate per month to send a few emails and do a bit of internet shopping.


The problem with forums is few happy customers visit to say how happy and satisfied they are therefore you get a biased view.

I've been with TT for 5 months and am happy with the service, stable speeds, low ping's and a rock solid connection.
Standard User woweebert
(experienced) Fri 19-Mar-10 20:00:43
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
There is something very wrong with TalkTalk provisioning new lines , i have a good friend that has been waiting 3 weeks for TalkTalk to contact him and obviously needs his line installed in his new house .

Against my better judgement i have advised him to go with BT , at least they got his telephone connected and working with in two days .

I cant defend the in defensible " TalkTalk you suck at line provisioning and i suggest you remove the option until you can actually provide the service "

UKonline... Premier LLU
Standard User Shuansheep
(newbie) Sat 20-Mar-10 10:50:46
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
Thanks for the confidence In TT I'll think about what you said about people only giving negative feedback in forums.

As I said in a previous post I've been with them myself for 7 years for my calls with no problems and thought the swap over would be easy. I had no complaints but then had no reason to call customer services.

I don't want to leave TT as this is a very good deal price wise however it's only a good deal if they can connect me to it.


SS
Standard User Jack_Hackett
(fountain of knowledge) Sat 20-Mar-10 10:57:14
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
In reply to a post by Shuansheep:
. I had no complaints but then had no reason to call customer services.


I read a few threads in the TT forum before joining and realised that is the best place to go for help, OCE's do visit here but I am not sure how regularly, phone support has a terrible reputation.

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


.

Edited by Jack_Hackett (Sat 20-Mar-10 10:58:10)

Standard User Shuansheep
(newbie) Sat 20-Mar-10 12:09:36
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
Yeah thanks again

I left a post on there yesterday on broadband conection and stability it's now 3 pages down the list and about to go onto page 4. As it's the weekend they may not answer untill monday do you know if they reply to all posts however long they are on there?

I'm also waiting for a call back from customer services they said 24 hours that was about 3pm yesterday.

SS
Standard User Jack_Hackett
(fountain of knowledge) Sat 20-Mar-10 12:51:57
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Shuansheep] [link to this post]
 
In reply to a post by Shuansheep:
Yeah thanks again

do you know if they reply to all posts however long they are on there?


They work from oldest thread first so dont add anything to it or you will put it to the back of the queue. wink
Standard User Shuansheep
(newbie) Thu 25-Mar-10 09:46:56
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
Just an update I've had a reply from OCE Ady they have canceled my order and reordered it so now again I have to wait 48 hours plus 14 working days to go live.

At least now it's on the fourm I have a record of all the corespondence and hopefully don't need to spend the first 10 min explaining my problem to be transfered to 3 people and then told ring back in a few days.

Will I ever get broadband?

I'm also still waiting for a callback from customer services on my mobile as requested nearly 1 week ago.

Let's see what happens.

SS
Standard User creakycopperline
(learned) Thu 05-Apr-12 16:59:45
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Jack_Hackett] [link to this post]
 
In reply to a post by Jack_Hackett:
In reply to a post by Shuansheep:
Reading the TalkTalk forum makes me feel worried about continuing with my order maybe I should get out before they connect me and tie me in for 24 months to a service they can't provide. They have said I can leave as they have not fufilled their end.

I'm not after the highest fastest speed in the world but just want to pay a flat rate per month to send a few emails and do a bit of internet shopping.


The problem with forums is few happy customers visit to say how happy and satisfied they are therefore you get a biased view.

I've been with TT for 5 months and am happy with the service, stable speeds, low ping's and a rock solid connection.

i would'nt call a few thousand complaints in their BB section little, and they run a Chinese style cencorship policy over there, my BB is awefull. TT admins, no it isn't evrerything is fine, infact the sun shines out of talk talk's [censored]. and you are lying.
they seem oblivious to the fact that their network is not that stellar. i know other telcos have their problems, but not as big as talk talk. even ofcom complaints results back me up. i'm sure one of their minnions will be despatched trying to debase my claims, but the fact is, i was a tt customer worst 18 months ever, only sorted out the connection problems when i fitted an ADSL plate, only go with Talk Talk if you enjoy being tortured. i'm sure this post will be deleted by a pro carphone wh hitman.
toodles

My Broadband Speed Test
Moderator billford
(moderator) Thu 05-Apr-12 18:52:31
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: creakycopperline] [link to this post]
 
In reply to a post by creakycopperline:
i'm sure this post will be deleted by a pro carphone wh hitman.
toodles
Only mods can delete posts on this bbs, and (by and large) ISPs have to take the rough with the smooth.

Members can generally distinguish between those with genuine complaints and those with an axe to grind.

~~~~~~~~~~~~
Bill

[email protected] __________________Planes and Boats and ... __________________BQM
The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
Standard User Ahmedg
(committed) Fri 06-Apr-12 19:19:40
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: creakycopperline] [link to this post]
 
No fan boy of their and only been with them about a month having moved from Bether and to be honest reading all the net I expected to be a horror show but in these times needs must and the offer was too good to ignore.

The connection has not been as good as my Bether was but than there are the best ISP out there.

For the money I am paying i am more than happy, only getting .5 or less Meg than with BT but upload is worse and only get .8 at best where as with bether it was 1 or more but have no complains. The OCE on the forum are helpful and given the no of posts do come back reasonably quick.
Standard User baby_frogmella
(experienced) Tue 10-Apr-12 06:57:26
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Ahmedg] [link to this post]
 
If you want the maximum upload speed on TT LLU (ie 1019 kbps or close to it), then you will have to request to be put on a fast path profile...like yourself when i first went live, my upload was only hitting 800 kbps or so but after requesting to be put on a fastpath profile (24FSNR6), i'm now getting the full 1019 kbps with low ping times. Obviously if you're on a poor/long line then its better to stay on an interleaved connection but if you don't have any connection problems then request to be put on a 24FSNR6 profile on the TT forums - this will also lower your downstream noise margin from TT's default 12db to 6db.

Also try to use a broadcom chipset based router...eg most netgears, Billion 7800n, Billion 7700N, Speedtouch ST585 etc as you are almost certain to get a rock soild connection. The free talktalk router is junk (especially Huawei).

TalkTalk Plus LLU ADSL2+ 18015/1019 kbps
Pioneer Kuro 428XD ISF'd
iPhone 4S 16gb
ThinkPad X220
Standard User Ahmedg
(committed) Tue 10-Apr-12 21:50:55
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: baby_frogmella] [link to this post]
 
Gone on to fibre mate and well happy 37mb
Standard User baby_frogmella
(experienced) Wed 11-Apr-12 06:21:08
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: Ahmedg] [link to this post]
 
In reply to a post by Ahmedg:
For the money I am paying i am more than happy, only getting .5 or less Meg than with BT but upload is worse and only get .8 at best where as with bether it was 1 or more but have no complains.

In reply to a post by Ahmedg:
Gone on to fibre mate and well happy 37mb


I presume Talktalk initially put you on ADSL2+ and then upgraded you to fibre? Otherwise the above statements don't make sense especially since BE don't do fibre.

TalkTalk Plus LLU ADSL2+ 18015/1019 kbps
Pioneer Kuro 428XD ISF'd
iPhone 4S 16gb
ThinkPad X220
Standard User Ahmedg
(committed) Thu 12-Apr-12 21:45:33
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Re: 2 Months - Still no broadband (Talk Talk OCEs please rea


[re: baby_frogmella] [link to this post]
 
Never said I was with Bether as stated in first post left BE. I moved to TT on ADSL and two weeks later upgraded to the fibre boost.

Edited by Ahmedg (Thu 12-Apr-12 21:47:17)

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