Demand for Payment - Dissapointing Customer Service

I cancelled (by requesting and using my MAC) and transferred to BT in May.

I spoke with customer services three weeks ago and confirming that I had been charged two month's direct debits after my date of cancellation and the helpful gentleman told me that he would put a credit in the system and he could see the error that had been made on my account. I was happy with that.

Imagine my surprise whan I recieved a letter asking for this month's broadband substcription payment. When I called customer services the individual responding told me that:

1. I had not spoken to his collegue three weeks ago;
2. BT had not "used" my MAC code so my broad band service had not been changed;
3. (when I pointed out I had a BT router now etc) Talk Talk's (Ex F2S) broadband service and BT's broadband service were still on my telephone line so I had two services.

I expressed my surprise that he was suggesting I had two broadband services on my line and when I asked him what he meant he explained that I would have to write and give 30 days written notice to cancel my contract. I read him the MAC email in which Talk Talk confirm that cancellation of the contract will be automatic on "using" my MAC with my new provider but he failed to understand.

I then spoke to second line customer service (after becoming slightly aggitated for which I apologised) and explained the same story. I provided my earlier call reference. Second line support confirmed that:

1. I had spoken to them three weeks ago;
2. They could see the problem; and
3. They would send a credit invoice out on 12 September.

What particularly annoyed me is that some unsuspecting fools may believe the drivel spouted by first line and actually write in to cancel their "service" leaving Talk Talk with a neat 3 months of payments for nothing.

That is all.

Shocked and appalled from Northumberland.

You could of shut that first line support up quicker than a quick thing in a quick race , by pointing out they had just received a massive fine for charging for services they have not provided .

As I am currently in TTB hell (what a mistake to make!), I get the impression the 'service' reps do not have access to a customer's history. Best thing is probably to stay away from TT in future and take the penalty now.

Troll eh?

OK then, here we go:

- Was persuaded to switch from f2s and BT to Opal in March 2010, on the 'going live' day, no going live and 10 days to sort out troubles. Billing started from the 'going live' day though�
- Have tried 6 times over the last year to get the monthly invoices sent to 2 email addresses, appears to be impossible.
- Have also tried to get access to the Online Billing multiple times over the last year, also appears to be impossible.
- On-hold times for Customer Services, an average 15 minutes, for Tech Support an average 35 minutes in my experience
- Customer service reps do not appear to have access to your history
- Customer service reps do not return phone calls even when promised
- Moved in July 2011 (within same telephone exchange area) but with 6 week gap between dates, was told this was not a problem. Turned out it was a problem (not the same phone number, BT had taken it back) which took 5 weeks to sort out and 2 BT engineer visits (who were clearly working on vague work instructions)
- Was charged 149 pounds for moving plus 30 pounds 'connection fee' plus VAT on top! None of this was mentioned during the moving phone call. I believe a new line is only 99 pounds� Can't find any reference to the 149 pounds moving fee on their website.
- Termination fee 300 pounds in first year - we seem to have reset with the 'new' line - 125 pounds forever after that
- I have cancelled the direct debit now in order to get a customer service event going. The cancellation was noticed immediately - nothing wrong with their Billing Department! But my 4 messages to Customer services (via phone, email, web form and even a real letter in the post!) have gone completely unnoticed.

Disgruntled indeed, hopefully I can convince at least one person to stay away from TT. Cheap and unlimited (well, 100 GB) perhaps, until you need some human action done.

If TT are charging you for a service you did not receive or which is not justified by your contract, then please make a complaint to Ofcom.

Like i said many of us are extremely happy with what we pay and the service we get , of course things do go wrong and it would seem you are in this situation .

Thing is we have had trolls here before , mostly there not even Talk-talk customers .

If you had come here and asked about TalkTalk you would of got a frank and honest reply .

There a budget ISP , that means they have budget support , to the most part the connections are very good with many of us using our Talktalk connection for gaming but im a residential customer and have access to the TalkTalk members forum .
The members forum is where clued up TalkTalk residential customers report there issue with the service and to date we have mostly found it to work very well .

My issue with you is your generalisation that you have had a bad experience so TalkTalk are rubbish , when the majority are having a good experience . So you are not the norm , you are the exception .

Check when we last had a complainer , its been ages , and out of 4 million customers , that pretty amazing . Almost as amazing as what i am paying a month and the connection im receiving .

And i repeat Clued up TalkTalk customer don't use the phone to deal with TalkTalk , they use the members forum . But the fact you have never asked for advice and only post here to criticise points to me that you have no interest in fixing your problem and just in slating Talktalk .

Which makes you a Troll in my eyes .

In reply to a post by wh19mb:

Cheap and unlimited (well, 100 GB) perhaps, until you need some human action done.

Hi, are you saying the TalkTalk business connection has a 100gb monthly limit?

In reply to a post by woweebert:

Like i said many of us are extremely happy with what we pay and the service we get , of course things do go wrong and it would seem you are in this situation .

Thing is we have had trolls here before , mostly there not even Talk-talk customers .

Just wanted to say his first post was in 2010 talking about his move to Opal. I agree some of his recent posts were a bit short on help, but what you fail to appreciate is bad customer service outweighs good by about 1000:1 in your/our heads. Things go wrong, this is true, and almost everyone in my experience is aware of that. When they contact customer service, or phone to complain, the problem has already happened. It is now the job of customer service to own that problem till completion to the customers satisfaction. When this doesn't happen (or doesn't happen 6 times in a row), this is when a customer gets the headstate where they will slag the company every time the chance crops up.
The fact that 4 million other people don't feel this way is utterly irrelevent to this person, and rightly so.

Customer service exists solely to remove the anguish and pain of a problem into the hands of someone capable of relieving it, and that person then does their job properly. If this isn't happening regularly in a CS department then that department is in serious trouble.

There is a place for slating your ISP " ISP unhappiness" having a unhappy customer chipping in on every thread at every opportunity on the TalkTalk forum stops us who would like to try and help people sort there problems , going about our business .

If there not after help or advice go and post in the relevant thread and stop trolling here where you will find posters that will be barracked by the constant negativity .

I'm not even sure what product we are talking about as there has been no engagement to find a resolution , just complaining .

In reply to a post by woweebert:

Like i said many of us are extremely happy with what we pay and the service we get , of course things do go wrong and it would seem you are in this situation .

Thing is we have had trolls here before , mostly there not even Talk-talk customers .

You should have used 'their' not 'there'.

If you had come here and asked about TalkTalk you would of got a frank and honest reply .

You mean like the way TT always respond to customers complaints even if they send a complaint by recorded delivery?

There a budget ISP , that means they have budget support , to the most part the connections are very good with many of us using our Talktalk connection for gaming but im a residential customer and have access to the TalkTalk members forum .
The members forum is where clued up TalkTalk residential customers report there issue with the service and to date we have mostly found it to work very well .

My issue with you is your generalisation that you have had a bad experience so TalkTalk are rubbish , when the majority are having a good experience . So you are not the norm , you are the exception .

Check when we last had a complainer , its been ages , and out of 4 million customers , that pretty amazing . Almost as amazing as what i am paying a month and the connection im receiving .

Have a look at this link

http://www.thinkbroadband.com/news/4766-talktalk-fin...

No complaints eh?

And i repeat Clued up TalkTalk customer don't use the phone to deal with TalkTalk , they use the members forum . But the fact you have never asked for advice and only post here to criticise points to me that you have no interest in fixing your problem and just in slating Talktalk .

Which makes you a Troll in my eyes .

That's funny as we all think of you as a Fanboy!

In reply to a post by tgv:

In reply to a post by woweebert:

Thing is we have had trolls here before , mostly there not even Talk-talk customers.

You should have used 'their' not 'there'

Now do a double detention! You should have used 'they're' not 'their' any more than 'there'.

Sorry, couldn't resist it

In reply to a post by XRaySpeX:

In reply to a post by tgv:

In reply to a post by woweebert:

Thing is we have had trolls here before , mostly there not even Talk-talk customers.

You should have used 'their' not 'there'

Now do a double detention! You should have used 'they're' not 'their' any more than 'there'.

Sorry, couldn't resist it

No problem. Its a fair cop.

It is a while since I went to school and maths is my subject!

yeah face plant for tgv, but also we know not to have issues with wow's spelling as he suffers from dyslexia, but always gets his meaning across, which is the point of language

Post deleted by woweebert

Post deleted by woweebert

OMG a cut and paste **** , YOU SHOULD FILLED YOUR PROFILE IN AS I HAVE , and the best bit , you got your spelling wrong also ... What is your excuse ? yeah that's right ! you openly discriminate and spell check somebody with dyslexia and get your spelling wrong.

And providing a link to a news item i have already directed the OP to also proves your more than a bit slow .

So that's treble detention for providing the most ignorant and ill conceived post of the quarter.

Edited by deleted (Fri 09-Sep-11 01:44:12)

In reply to a post by tgv:

It is a while since I went to school and maths is my subject!

Me too! Me too!

In reply to a post by Myth:

yeah face plant for tgv, but also we know not to have issues with wow's spelling as he suffers from dyslexia, but always gets his meaning across, which is the point of language

Being dyslexic is no excuse for the load of bull that he writes. He is an insufferable fan boy!

By the way I don't care if he accuses me of being a troll. In this forum it is a badge of honour.

Check out the 'fair use policy':

http://www.talktalkbusiness.co.uk/documents/legal/fa...

40 GB from 'outside TTB', I guess that means the Internet as a whole.

confusing isn't it.

"the monthly cost would be £28(includes line rental) which includes free static ip address as well free installation of a new line, free router and only thing you need to pay upfront is £30 set-up charges."

seems like the 100gb is another product, but can't really find it available. Considering Be were gonna give me theirs for £22.50 (FUP is over 500gb) this isnt a great deal even if available.
The only issue is swapping LLU providers

My post history is there for anybody to read and i believe shows im no FanBoy but honest and critical of TalkTalk and the only person speaking bull is you .

i am at least posting in the correct area and not trolling another ISP forum , unlike your self . seriously What is a Be* customer doing having 90% of there post history on TalkTalk or TalkTalk assimilated ISP forums ? very obvious . As is your posting style , seriously read your own post history . You should be embarrassed . how long have you not been at Nildran ?

Post history is one of those things that shows you up for what you are , no helping or advice ,just disruption and rudeness . Its time for you to be moved on or as i have said to you before " find another record to play ".

In reply to a post by wh19mb:

Check out the 'fair use policy':

http://www.talktalkbusiness.co.uk/documents/legal/fa...

40 GB from 'outside TTB', I guess that means the Internet as a whole.

No it means if your connected to resold BT you have a 40gig FUP , if your connected to TalkTalk LLU you have a 100gig FUP .

In reply to a post by woweebert:

My post history is there for anybody to read and i believe shows im no FanBoy but honest and critical of TalkTalk and the only person speaking bull is you .

i am at least posting in the correct area and not trolling another ISP forum , unlike your self . seriously What is a Be* customer doing having 90% of there post history on TalkTalk or TalkTalk assimilated ISP forums ? very obvious . As is your posting style , seriously read your own post history . You should be embarrassed . how long have you not been at Nildran ?

Thanks for taking the effort to look at my previous posting but you have ignored quite a few. You are right in your assumption that I left Nildram a while back (during the Tiscali period) however that is not the reason for my interest in this forum. The reason I don't post that often in the Be forum is because I am very happy with the service they provide and have had no reason to complain.

I am not anti Talk Talk because of any personal experience but because of the way my parents were treated as a customer of Pipex after that company had been taken over by TT.

Post history is one of those things that shows you up for what you are , no helping or advice ,just disruption and rudeness . Its time for you to be moved on or as i have said to you before " find another record to play ".

So the only posts on this forum should relate to technical issues? I have given advice in the past for example how to go about putting in an official complaint. You could call it consumer advice.

Frankly I don't understand your attitude regarding me posting on this forum as I normally only post when there is a relevant subject matter. Disappointing Customer Service seems a very relevant subject in respect of my parents as their complaints sent by recorded delivery were ignored by Pipex and as TT were effectively in charge it seemed clear to me that TT management policy is exceptionally poor. It is clear that Ofcom agree with me.

Ok I hold my hands up and will admit I was a little rude to you however you are not a shining knight. Have you not considered that accusing people of being a troll if they disagree with you if a trifle inflammatory?

If you don't like my post you could just ignore them.

Your reasoning for posting here on the Talktalk forums is no different to all the other trolls that have posted here in the past . You have never been a TalkTalk customer and even worse than that neither have your parents .

Luckily most of them have been moved on by the moderators as they have no interest in debate or helping , just disruption .
At no point during this thread have you engaged the Op and at no point in this thread have you offered up advice or help , this is pretty much how you always contribute when posting here .

Hence why its time for you to move on , as having a unhealthy hate of any ISP means you wont ever offer up anything more than hate and as said there is a forum " ISP unhappiness " for doing that .

As for the billing fiasco , TalkTalk have rightly been punished for that as it was a disgrace but this was to do with the assimilation of Tiscali and Pipex billing problems date back to before TalkTalk took them over .
Pipex was one of the best ISP in the UK and went to being one of the worst and most of this did not happen under TalkTalk control .

So your justification for your constant negative contribution on this forum is weak at best and like i said your post history speaks volumes about the real reason why you post here .
Just like all the other trolls you see the Talktalk forum and its customer as a easy hit for you and a way of keeping your unhealthy hate going .

Simply go away or contribute in a helpful and constructive manner

Edited by deleted (Sat 10-Sep-11 18:56:32)

Post deleted by lenaspell

Talk-Talk are not the only telecoms company to pull such stunts.
I've just received a bill (just over £121) for a BT account which has no active services, and never has had any active services (it was for an order which was cancelled before provision).

Good luck getting your bills cancelled (it's difficult getting through to this type of company that you don't owe them money - if the computer says you do, there's no arguing with them).

I'm kind of resigned to my situation ending up in court, when BT will be red faced (when I demand they call me on the number attached to the inactive account)!!!

adebov, have been going though a BT hell thing with a friend. In the end it was only posting on the Martin Lewis MSE forums that got a satisfactory outcome, I strongly advise you to give it a try, the Indian BT phone help is worthless

In reply to a post by woweebert:

..., if your connected to TalkTalk LLU you have a 100gig FUP

Ah yes, I see. Ta

Money saving expert , is one of those sites i can not believe i don't use more often and a quick visit for myself has just proved to me what a wonderful internet resource it is , as i try and sort my spiralling energy costs .

Also i believe BTcare are also good at sorting billing problems , they post on here in the BT forum . I will admit to never having had to contact BTcare and my assumption could be wrong .

Woweebert says:

Pipex was one of the best ISP in the UK and went to being one of the worst and most of this did not happen under TalkTalk control .

Oh yes it did. I was one among thousands of happy Tiscali/Pipex customers and would still be one had not TT arrived and engineered the total mess which culminated in their richly deserved fine. TT supplies millions of customers but dealing with them was, and is, a total nightmare.

My advice to the OP and to anyone dealing with TT is to log every call, keep copies of all correspondence, and carefully follow the complaints procedure leading to Otelo and Ofcom. This is the only way to bring them into line.

Woweebert cannot see any criticism of TT without spotting a troll as well. He's entitled to post but I switch off whenever he appears. It's boring.

In reply to a post by woweebert:

Your reasoning for posting here on the Talktalk forums is no different to all the other trolls that have posted here in the past . You have never been a TalkTalk customer and even worse than that neither have your parents .

I agree that my parents have never been a direct customer of TT but the problems they had with Pipex was during the period TT had control of Pipex

Luckily most of them have been moved on by the moderators as they have no interest in debate or helping , just disruption .
At no point during this thread have you engaged the Op and at no point in this thread have you offered up advice or help , this is pretty much how you always contribute when posting here .

Hence why its time for you to move on , as having a unhealthy hate of any ISP means you wont ever offer up anything more than hate and as said there is a forum " ISP unhappiness " for doing that .

As for the billing fiasco , TalkTalk have rightly been punished for that as it was a disgrace but this was to do with the assimilation of Tiscali and Pipex billing problems date back to before TalkTalk took them over.

You are assuming that the problem my parents had was with billing. There was an administration error which led to them being cut off from the Internet for over two months. Not only that they had a cancellation fee taken from their bank account. They had to get a new line installed in order to regain Internet access. It took several months for them to be refunded the money that was clearly owed to them.

Pipex was one of the best ISP in the UK and went to being one of the worst and most of this did not happen under TalkTalk control .

They were happy customers of Pipex up to the moment the reorganisation with TT. The fact that their complaints went unanswered speaks volumes for the TT management stance on complaints! It is clear things carried on getting worse under TT.

So your justification for your constant negative contribution on this forum is weak at best and like i said your post history speaks volumes about the real reason why you post here .
Just like all the other trolls you see the Talktalk forum and its customer as a easy hit for you and a way of keeping your unhealthy hate going .

Simply go away or contribute in a helpful and constructive manner

You are entitled to your opinion but I do not see any reason why I should desist in posting complaints about TT. They are a huge company who clearly do not care about dealing with legitimate complaints in a timely and fair manner. Why would Ofcom be taking action against them if there was no substance to the complaints? TT don't care about the harm they have done to my parents so why should I care about your complaint about me?

In reply to a post by Malwaremike:

Oh yes it did. I was one among thousands of happy Tiscali/Pipex customers and would still be one had not TT arrived and engineered the total mess which culminated in their richly deserved fine. TT supplies millions of customers but dealing with them was, and is, a total nightmare.

Oh no it did not , i have been on these forums long enough to of witnessed the complete demise of Pipex and it started long before TalkTalk got involved in fact it started before Tiscali got involved .
I will not defend what happened with Talktalk when it took over Tiscali it was a mess and there fine proves it was a unacceptable mess but thousand of happy customers means nothing , as pointed out TalkTalk have millions of happy customers , which counts for nothing in the eyes of TalkTalk detractors .

My advice to the OP and to anyone dealing with TT is to log every call, keep copies of all correspondence, and carefully follow the complaints procedure leading to Otelo and Ofcom. This is the only way to bring them into line.

I would advice to use that advise when dealing with any company , not just TalkTalk .

Woweebert cannot see any criticism of TT without spotting a troll as well. He's entitled to post but I switch off whenever he appears. It's boring.

Again read my post history , you wont have to go back that far to find posts by me that criticize TalkTalk and make the above quote as pointless .as pointless can be . Not ignoring the fact you have just replied to me and contradict your self .

Edited by deleted (Sun 11-Sep-11 16:00:47)

I have nothing more to add , i think my previous posts covered every thing .

I believe there is a movie about Woweebert, its called Troll Hunter.

Hi salion,

In regards to the billing we would need to look into the details of the original cancellation request before we can advise you on this.

if you join the TalkTalk Members Forum we can look into this for you and investigate further.

Regards

Mark