Ady,
Just tried registering over there, but it wont let me because it says my phone number / account number are not valid. This just about sums up this company.. so I'll post here instead.
I was previously an F2S customer that got "sold" to talk talk business (or opal or whatever its called).
I requested a MAC Code in February and my migration to another ISP was completed on the 21st Feb. In the email that contained the MAC Code is said that the services with talk talk would not be terminated until the migration was fully complete.. one assumes then that they would be when it was complete.
This is where the fun starts.
I left the direct debit in place for March as I guessed I pay a month in arrears. I cancelled the direct debit after this payment.
About a month ago I got a letter from talk talk credit control saying I owed £20.41. I tried to phone customer services, who where shut, but the recorded message gave an email address so I emailed it saying that I had migrated away and that the service should of been cancelled, hence I didn't owe any money.
I got a reply from an Emma Farrell in credit control saying that they had not been notified of the cancellation, but she had now cancelled it. No mention of the £20 or any further instructions so I assume its all sorted.
Yesterday I get another letter saying I owe £40.82 and if I don't pay within 5 days they will pass the issue to a debt collection agency.
So I ring the number on the letter and get put on hold for 10 minutes. Finally someone answers and I start to explain, before I can finish I'm told I'm speaking to credit control and I need to speak to customer services, would I like to be put through ? Ok, yes please. On hold again for another 5 minutes, I hear what sounds like the handset being picked up and put down again - I'm cut off.
I now search for a customer services number and find one, when I ring this it asks me to put in my phone number, which I do. It tells me the number isn't recognised and to re-enter it. So I simply wait to see if it will give me more options, thankfully it does. I work through the menu system and get put on hold for several minutes. At last I get to speak to someone, I'm asked for my phone number, I reply with the number and then we repeat to ensure it is correct. I'm told I'm not a customer of talk talk and that they can't help me without a "correct" phone number.
I explain that I was a customer and that I need to speak to a supervisor or manager because this mess needs sorting out. I get put on hold again, several more minutes.. someone else picks up and I'm asked for my phone number.. I say that won't work, we already did that, nevertheless we go through the same procedure again.. I'm then asked for my account number, which also doesn't provide any details. I ask for Steve Rescorla by name, no-one knows who he is. I'm told they can't help me because they can't find my record.
I hang up and find another number, another 10 minutes until someone answers, much the same as the above, I get nowhere and they cannot advise me on how I reach someone who can sort this out.
Finally I try another number, I have no idea if these people can help me, because after 18 minutes there is still no answer.
So in desperation I find a number for the Warrington office, I ring it and there no answer, no recorded message, nothing.
Tonight I have called Warrington again and someone answers, I ask to speak to Steve Rescorla, "I'll put you through to his PA". Great! I will get somewhere now... but no.. the phone rings for 30 seconds and is then cut off.
I ring again, same thing happens.
I ring again and tell the switchboard operator I keep getting cut off "Ah yeah there was a fault on that line yesterday". Great, did we not think of that before ?
She gives me an email address apparently of the PA to Mr Rescorla, I've just emailed it but it immediately bounced back - not with "address unknown" but "the email was rejected by the recipient domain". My guess is their email servers are set up to ignore external traffic.
So I can't talk to customer services, I can't register on the help site as you advise and I can't phone or email the guy who keeps sending letters asking for money I don't owe. What an utter shambles for a communications company !!!
Any advice is very welcome.
Edited by deleted (Tue 17-May-11 17:51:44)
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