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Standard User davy999
(regular) Wed 09-Mar-11 00:20:17
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Talk talk, what a joke


[link to this post]
 
I reported that my line kept dropping, my speed was down from 6.5mb down to less than 0.2mb on the 30th January.
Talk talk arranged for bt to visit, after 3 engineers visited they deemed that the line from my property to the connection underground was failing and needed replacing, and since then my phone line no longer works at all, although I can still get online with ridiculously slow speeds.
As I live in a rented accommodation owned by the local housing association bt needed the permission from them before they could dig a six feet trench in the garden next to the house. I called the ass.n and they said they would send approval as soon as they receive the request from BT.
That was five weeks ago, since then I get regular calls from TT to update me, update I say in the loosest of terms. They tell me that they are waiting for bt to complete the work, but they cannot tell me if bt have even requested for approval to dig, so each phone call is the same.
I am no further forward than I was five weeks ago and have been getting more and more frustrated by the lack of progress.
Then yesterday I get the latest "update" and the rep says to me, we just want to check all is ok now so that we can remove your problem from our system ( or words to that effect ).
It is not ok!!!!! They still have done no work at all and no-one can tell me what the heck is going on.
I have asked if they can get bt to send the authorisation letter request to me and I will take it to the landlord and get them to approve it whilst i wait, but as always when you speak to people to whom English is their second language I cannot get them to understand what i am asking.
I can only listen to " I understand your frustration" so many times before I feel like telling them what I really think.
Then the TT rep says.. Well why not call BT Openreach yourself, find the number in the phone book.
Do they not understand, if your ISP is not BT then you cannot contact them directly you have to do it through your ISP.
I have just about had enough of TT and there complete lack of effort in getting my line fixed, I have poor mobile reception at home so most of the time I cannot be contacted nor can I contact others when I am home.

Does anyone know what the legal position is regarding this, I have been paying TT for the last 5 weeks for a service that is non-existent, do I have any rights to cancel the contract I have with them and then transfer to bt, at least then there is more chance that I can speak someone that might actually get off their backside and do something to fix my damn phone line and Internet?
Standard User tommy45
(fountain of knowledge) Wed 09-Mar-11 00:42:17
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
If was me i would of told the engineer to get it dug up and fixed ,no faffing around asking for landlords permission, but that's me, have you by any chance tried using their members forum, i know that this maybe somewhat difficult using your connection, but if you are already registered,then maybe you could use a friends bb connection to contact them via the forum,
I'm suggesting this a many tt customers here have reported more success in resolving problems by using the forums than telephone support that everyone knows is dire and avoid where at all possible using
Failing that i would say yes you should be able to cancel without paying any of the remaining minimum contract term, on the basis that they are unable to supply a service to you, if you don't have a working telephone and adsl service,(assuming you are fully llu)
But canceling tt can be problematic, even after you are no longer a customer, they like to chase debt's that people don't actually owe them

Standard User davy999
(regular) Wed 09-Mar-11 00:56:36
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Re: Talk talk, what a joke


[re: tommy45] [link to this post]
 
Hi tommy

As I was with aol, then tiscali, and now TT I cannot log in to the members forum so I am getting shafted every way up. And the bt engineer could not do it without authorisation I did ask and almost begged. And yes I am on Llu.

Dave


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Standard User tommy45
(fountain of knowledge) Wed 09-Mar-11 05:07:39
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
Not too many options, how did the bt engineer know that you where not the owner of your home? what a pain in the neck for you it must be, all i can suggest is writing a formal letter to their C.E.O explaining the problems, & and that the support are not able to understand you properly and therefore are unable to progress this further without intervention by someone who is senior enough to forefill your request to instruct bt to contact your landlord,as they will not deal with you, because talk talk/opal are in fact bt openreaches customer ,
And explain that should they fail to respond to the letter within 30 days of receiving it, & or fail to get this progressed with bt, you will wish to leave without paying the remainder of the contract, as they have failed to get it sorted as they should have, and don't forget to demand that they re pay the money that they took for a service they are unable to provide to you,

Standard User davy999
(regular) Wed 09-Mar-11 21:13:13
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Re: Talk talk, what a joke - even more laughable


[re: tommy45] [link to this post]
 
Today I have had 2 calls from TalkTalk!

Call 1
TT - Hello Mr jones, we understand you have a problem with intermittent connection and no phone.
Me. Yes that is correct
TT - If the phone is not working then that is probably why your broadband is not working.
Me - Yes, I fully understand that.
TT- Have you tried the test socket, how many phones are connected etc...
Me - Yes tested one month ago and BT engineer said line was in need of replacement, and that is what I have been asking TT to progress for a month now.
TT - Ok, I will call you tomorrow evening - Thank you for using TalkTalk

Well, that was useful wasnt it?

Call 2
TT - I understand you have a problem with your phone line
Me - Yes, as I told your colleague earlier, and as I told your company a month ago.
TT - How many phones are connected and are you plugged in the master socket
Me - 1 phone, in master socket
TT - our tests show the line is fine
Me - really? well try to call me on the phone, nothing rings and I have no dial tone.
TT - To request an engineer will cost you money if they find nothing wrong
Me- 3 engineers called on the 4th Feb and they concluded that the line into my property needed replacing and TT have been telling me they are progressing this, that it is to level 2 support and that you are doing your upmost to solve this urgently and that I should have patience, well my patience is wearing thin. Why am I being asked these sorts of questions when TT have been told on numerous occasions that BT need to replace the line, and why do your colleagues suggest I call BT myself? If they had a clue what they were talking about they would know that TT are the customer to whom BT will respond to not me. I want TT to call BT immediately to find out exactly what is going on, where the delay is and then we can try to sort this mess out. I suggest only when you have contacted BT and got an answer do you bother me with this useless phone calls that do nothing to resolve the problem.
TT - ok, I will call you tomorrow (hangs up, no "thanks for using talktalk" or anything)

Well, this is a joke and as I was transferred to TT when Tiscali was bought by them I am not able to register on their forum to ask the helpers there for assistance, talk about feeling like a second class citizen!!
Standard User vodca_ice123
(newbie) Thu 10-Mar-11 05:12:59
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Re: Talk talk, what a joke - even more laughable *DELETED*


[re: davy999] [link to this post]
 
Post deleted by vodca_ice123
Standard User baby_frogmella
(member) Thu 10-Mar-11 07:51:43
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Re: Talk talk, what a joke - even more laughable


[re: davy999] [link to this post]
 
davy999,
Like yourself i wasn't able to register on the TalkTalk forums, however i filled out this form explaining the issue and access was given:
https://help.talktalk.co.uk/app/ask

If you still don't get anywhere, i can post your problem on the TT forums on your behalf and believe me, they WILL resolve this for you as they are really AAISP staff disguised as TalkTalk OCE's smile Just telling porkies of course, but seriously the TalkTalk online staff are very technically minded and and they won't treat you with kid gloves. They will also have EVERY record of your calls to talktalk so will know what the issue is with your line straightaway smile

TalkTalk LLU rocks smile
IDNET Ipstream sucks frown

Edited by baby_frogmella (Thu 10-Mar-11 07:55:08)

Standard User vodca_ice123
(newbie) Thu 10-Mar-11 07:55:04
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
im having same prob as you but since jan 16 first stop your direct debit went through all the rigmorale like yourself so a week later got no were with them so i rang Ofcom told them what im experencing the gentleman was really nice he told me to stop my direct debit then he sent TT an email with everything i told him this was at 3-15 3-25 got a phone call from TT it was the cheif execative in the CEO DEPTMENT asked why i got intouch with them told her it should be all infront of her if they would have sorted the phone and broadband out i wouldn't have had to ring ofcom but seeing it was not getting sorted i would get some one high up to sort it out with you then the next step will be the onbusman to get a big refund of you they are frightened of ofcom she got intouch with bt open reach but you dont get intouch with open reach yourself as you will have to pay £99.99 i must admit she as pulled her fingers out got up of her bum an trying her best to get it sorted ive had 6 engineers out now the first was a cube engeneer from there dept he came to check there were nothing in the house causing the problem i was told if there was i would have to pay £29.99 wich he found nothing so he reported back it was ok nothing in the house causing it openreach have put me another new box that didnt need one that is there policy sent report still not working so along comes another never did a thing but scrached his head told me they would send another out to go up my telegraph pole look there but he would have to get a cherokee pick up he wasent allowed so all this is still going on along comes the cherokee about a week back put me a brand new line and another new box that told me that could be faulty not been more than a month still no phone or BB this is the biggest joke ive had 2 bills in the post of TT for line rental plus one wait for it for the cube engeneer going back to january he came out on the 19 of jan 3 days after i reported it the biggest laugh when i first told them about me not having any phone working or BB they are that stupid told me they would send me an email asking me how they had done that is the mentatality how the hech could i acknowledge them without Broadband i ask you i was told from ofcom to ignore any bills from them i went and bought a dongle till it gets sorted i cant wait till the final crunch comes thats when the sparks will fly he told me to charge it to them when it gets sorted and all the top ups ive inaccured
ive laughed my head of the bill now amount is for £60.61ve ignored it as ofcom told me to when it gets sorted i can send all the bills to them i get i have to put a full refund for all theis inconvenience and it gose to the onbusman he decide what they must pay to me not what they TT want to offer me i get phone calls on my mobile as they have had to divert them so they can keep intouch also ofcom told me to keep a check on my top ups on that if i have to make any phone calls then they will pay for them so if i was you i would RING OFCOM they have just fined TT 1.3 million pounds in november last yr then december fined them again for another 139 million told them if they dont clean there act up they will take 10% of there turnover i read about this in the gurdian the other night they getting nothing of me i wish they would take me to court i will make some bad publcity for them but well ever ive got ofcom and onbusman behind me they darent put a foot wrong the phone can stay of as long as they get both sorted im on my dongle i know im going to beat them if i hadn't have got intouch with ofcom they wouldn't have done nothing im sick of seen bt openreach but the longer it gose on the more i will get back of them my advice to you is do what i have i can give you the number if you want it dont talk to to the organ grinders you wont get any were this as happened twice to me last november it was of a month same thing but this is the final straw ive had one month of it working and its still not sorted now im into my third month its no joke i will get the last lauagh now on them you take my advice and do it serves TT right if every one got onto them its the only way to put them out of buisness i will keep you posted
re davy999
re davy999 technical support are ok if you can get the right person i have spoke to god knows how many thats why i took it futher was getting no were with them

Edited by vodca_ice123 (Thu 10-Mar-11 08:33:24)

Standard User vodca_ice123
(newbie) Thu 10-Mar-11 08:18:04
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Re: Talk talk, what a joke *DELETED*


[re: davy999] [link to this post]
 
Post deleted by vodca_ice123
Standard User Jack_Hackett
(knowledge is power) Thu 10-Mar-11 17:47:02
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
In reply to a post by vodca_ice123:
im having same prob...................


[censored] use paragraphs.
Standard User XRaySpeX
(knowledge is power) Thu 10-Mar-11 18:00:40
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
Is there even a full stop in all this? Unreadable!

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU BB => 2010: Orange 16 Meg LLU BB
Standard User sean_r
(member) Thu 10-Mar-11 18:02:45
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
A bit of punctuation, wouldn't go amiss vodca. Gave up by the time I got to the third line.
Standard User Stevenage_Neil
(member) Thu 10-Mar-11 18:20:51
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Re: Talk talk, what a joke - even more laughable


[re: sean_r] [link to this post]
 
Obviously a TT Call Centre operator.............
Standard User hk11
(experienced) Thu 10-Mar-11 18:41:14
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Re: Talk talk, what a joke - even more laughable


[re: Stevenage_Neil] [link to this post]
 
In reply to a post by Stevenage_Neil:
Obviously a TT Call Centre operator.............


LOL

Well they are clearanswer.co.uk rather than clearquestion.co.uk. wink

---
Keef- Dartford Kent UK - VirginMedia 10M
My Broadband Speed Test
Previously - Crosswinds, IC24, FreeOnlineNet, X-Stream, Totalise,
Freeserve, Force9, TescoNet, AOL, Freenetname, NTL, Pipex, E7
===========
Standard User RandomJointer
(eat-sleep-adslguide) Thu 10-Mar-11 19:28:02
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
You'll need to get the landlord's permission. Engineers should have given you a bit of paper to get signed.

Standard User davy999
(regular) Thu 10-Mar-11 19:35:20
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Re: Talk talk, what a joke


[re: RandomJointer] [link to this post]
 
The engineers gave me nothing, I gave the housing association the number of the engineer as they said they would get him to get the form to them asap.

I am waiting for the association to get back to me to tell me if they have received anything, but dont know how long that will take
I managed to get onto the talktalk forum (the one for ex-tiscali customers) and someone there said they had upated the notes.
I got another call from TT who at least understood the problem straight away, didnt say anything new though and just said he would call back tomorrow.
Standard User RandomJointer
(eat-sleep-adslguide) Thu 10-Mar-11 19:40:07
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
Openreach won't be getting in touch with the Landlord. You need a 'Permission to Dig' form and you will have to get it signed by the Landlord. TalkTalk will have to arrange another visit to give you the form.

Standard User vodca_ice123
(newbie) Fri 11-Mar-11 20:48:42
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Re: Talk talk, what a joke - even more laughable


[re: Jack_Hackett] [link to this post]
 
re:Davy999
just to let you know i have now got my problem sorted today everything up and running not before time my phone is fully functionl and my BB working better than ever one engineer as been today found the fault after all this time
if i had have left it to the other deptments been pushed from piller to post i don't think it would be on now.

got there in the end im really happy

as for the ignorant set of idiots posting there stupid comments this had nothing to do with what i wrote butt out i don't see any one of you giving any help i suppose you are only bits a kids that only know about mobile phone's they may come a time when you need help with an house phone complaint i will laugh my head of if no one helps you

Edited by vodca_ice123 (Sat 12-Mar-11 05:57:52)

Standard User vodca_ice123
(newbie) Fri 11-Mar-11 23:33:30
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
Hope you understood davy 999 if you had a problems reading my experience and tryed to advice you with it been nearly the same problem i encounteded but i didn't know how many letter's you were allowed to repy back with so i had to get as much in one sentence as i could but you must have read some of it if not all

I didn't have the time to put punctuation marks and full stops i was paying to try and help you i told you i was on a dongle
that cost me £2.00 because i did it all without full stop's and puntuation marks as that as been brought up i see
I was on a top up one which was nearly running out i had to rush it before it went of i have had to pay daily for that i didn't think i would have got it finished in time

that was why i tryed to get everything in one sentence for you if you read it slow properly it dose make sence i have got mine sorted now
but those idiots who have tryed to make a joke of it that had nothing to do with them iv'e been on TT since they started so i know how they work and how bad they are ive had my share of probs with them but they have sorted it in the end but this time it really did get my back up thats why i had to take it up with some one higher but its paid of
.
some people dont give you chance to explain before they try putting the boot in i notice you still haven't got your's sorted yet

i am not pointing the finger at you for been so ignorant but the one's that as not even tryed to help you they thought i wouldn't have come back on but now iv'e explained why!!! i did say i would keep you posted and i have done but them kids that probbly dont know nothing half of them come on forum's just to wind you up they have made themselfs look idiots as i have explained to you why i had to do it that way

.so i am back on now if you do want any help now i am up and running if you have anything you need to know if i can be of any help to you and it dosen't have to involve Ofcom either openreach wouldn't dig were my telegraph pole is up they thought it could be were the fault was were the pole is that part of the road is cemented they have to get permission fom who it belongs to
they wouldn't go to that extreme as mine is condemed this was why they had to get the cherekee out in your case it may be diffrent i can see this going to be a long drawn out thing as mine was all they do is pass the ball to each other

the one that came today went through every juntion box were we live till he found the fault all the other's didn't even bother to look.

Edited by vodca_ice123 (Sat 12-Mar-11 04:45:33)

Standard User Kaoshan
(committed) Sat 12-Mar-11 01:48:31
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
vodca...

A suggestion for you should you lose your BB connection again and need to post a question.

Create the text of your post offline using a text editor. 'Select' all of your text and then 'Copy'.
No go online via your dongle. Create a blank post. 'Paste' your text into the blank post and submit it. Once submitted close your connection.

Will cost you a fraction of your daily allowance.
Standard User vodca_ice123
(newbie) Sat 12-Mar-11 04:21:03
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Re: Talk talk, what a joke - even more laughable


[re: Kaoshan] [link to this post]
 
Thank you Kaoshan.

Normaly i would have done that i use my word pad copy and paste it then put my reply in but i was just looking for something about TT got to this forum saw some one needing help as i was going through the same thing just set about replying to them i only had 2hrs left on the dongle this is why i had to do it so quick.
im hoping i don't have any more trouble with the Phone or BB after all i have gone through but thanks for your suggestion if i would have had more time that's what i would have done.

also like i have said on some site's you only have a certain amout of letters go over the stated amount you have to start delieting so i was lucky i got all the lot in i was shocked when it all came up without a word missing now i know it dosen't work like that now but with me been new i didn't know this i feel better now iv'e got used to it but as you say if it dose ever happen again that is what i will do.
Standard User Kaoshan
(committed) Sat 12-Mar-11 07:34:13
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
No problem. It's easy to get carried away when you are in a rush to do something!

Back in the dark ages with subsonic <300 baud dial-up modems this was the only way to go.
Standard User davy999
(regular) Sat 12-Mar-11 07:42:26
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Re: Talk talk, what a joke - even more laughable


[re: vodca_ice123] [link to this post]
 
Glad to hear you have it sorted.
Mine still is not but at least now talk talk have finally begun to understand that they need to do something, plans are afoot and hopefully I am on the road to success. I will keep you posted.

Dave
ISP Representative TALKTALK_SUPPORT
(isp) Tue 15-Mar-11 15:08:01
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
Hi davy999,

my apologies that you are having such a poor experience with our CS teams. If you would like to contact me via the TalkTalkMembers forum , I will be happy to get this sorted for you.

OCE_ADY www.talktalkmembers.com

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 davy999
(regular) Tue 15-Mar-11 15:38:37
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Re: Talk talk, what a joke


[re: TALKTALK_SUPPORT] [link to this post]
 
read this and I bet you will find it hard to do anything too, this really is disgraceful customer service. The tiscali forum has been some help, but the customer support is an absolute joke.

http://www.talktalk.co.uk/forums/showthread.php?t=18...

also, I thought I made it clear that I am ex AOL / Tiscali so....

Note: If you dont have a 10 digital account number or originally signed up to Tiscali you wont be able to register for the Members Forum

I cannot sign up to the true TT support, only via tiscali members forum, who are doing their best but still not definete date when this whole mess will be resolved.

Why did I sign up to a further 18 months (whilst with TT) only to be treated as a second-class customer, more totally disgraceful behaviour. Surely this entitles me to FULL account status with TT and therefore full access should be given to me in the support forums.

I await your reply.
Standard User davy999
(regular) Tue 15-Mar-11 18:30:00
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Re: Talk talk, what a joke


[re: TALKTALK_SUPPORT] [link to this post]
 
if you want a laugh. .. read the last post i just made in the above link.. TalkTalk.. you are an absolute disgrace.
ISP Representative TALKTALK_SUPPORT
(isp) Wed 16-Mar-11 12:54:12
Print Post

Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
Hi davy999,

if you still feel that you are being led up the garden path, I would contact the CEO office for more urgent attention. The address is on this page below the customer relations one http://help.talktalk.co.uk/app/answers/detail/a_id/2...

Ady

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 davy999
(regular) Thu 17-Mar-11 19:44:48
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Re: Talk talk, what a joke


[re: TALKTALK_SUPPORT] [link to this post]
 
not sure what link that was.. will not work for me.
Standard User BatBoy
(legend) Thu 17-Mar-11 19:58:47
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Re: Talk talk, what a joke


[re: davy999] [link to this post]
 
try it without the spurious full stop http://help.talktalk.co.uk/app/answers/detail/a_id/2022



______________________________________________________________________________attack_the_post_not_the_poster__________________
Standard User davy999
(regular) Tue 05-Apr-11 23:17:29
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Re: Talk talk, what a joke - even more laughable


[re: Stevenage_Neil] [link to this post]
 
Ok

Last Friday my line was eventually fixed, and speeds seem ok with the new cable to the manhole cover.
Took nearly 3 hours for the guy to wire it but I was happy to wait knowing it would eventually be fixed.
BT have been fine, TT were a joke and as soon as my contract expires I am off, customer service is completely shocking, I have been offered no recompense for all of this hassle, so now I will have to phone them to demand some sort of compensation for no service for 2 months.

Happy with my line, disgusted with TT
Dave blush)
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