Talk Talk Complaints

A question about : Talk Talk Complaints

Hello all, this is my first serious post ever on the site, but I have been a regular reader for a couple of years now...and have the £2 coin money box going well.

I have had a nightmare experience with TalkTalk during our recent house move. Nobody on their so called 'customer service' seems to be able to give me a name and/or address for customer complaints. All I have been told is to send a letter to Head Office! So any help with finding a more specific place to address a letter of complaint would be appreciated.

I will gladly record the whole sorry tale if anyone is interested (..could be a short novel..) but let me leave you with this taster:

...just when we thought that we had finally (after a couple of months of their incompetence) got our broadband up and running at the new house, I tried to log on, only to find that they had shut off our broadband access due to a direct debit being refused.

When I questioned this (we have a cast iron credit rating) I was quoted the sort code of 'our' Barclays Bank which had refused the payment...
We have never had a Barclays a/c ... then slowly the operatives voice faltered as she realised that they had tried to apply the DD for our bill to their own bank!

So, I have the ammunition, just let me have a target to fire it at please.

Best answers:

• 5 Portal Way
  London
  W3 6RS
• Isn't that just the head office address?
• Yes, this is where all correspondance goes too. However id reccomend speaking to them on the phone rather than sending a letter, letters seam to get lost
• Hi, We tried writing to head office as above &copied it to Mr C.Dunstone (CEO)
  Carphone Warehouse,
  North Acton Business Park,
  Wales Farm Road,
  London, W3 6RS.
  Wish you luck!!
• If you want to explain in a bit more detail on here maybe the users of this forum can help you out. Theres alot of TalkTalk staff on here also
• Hi All,
  Another TalkTalk story of frustration and misery. A good freind of mine Signed up with Talktalk in Dec 2006 after being promised broadband by o1 Feb 07. After many new start up dates, verbal and written promises of compensation and apology, they asked to cancel their package and move back to BT. This would have been carried out bt BT tuesday 21/08/07 if TalkTalk had not disconnected their line on the 20/08/07 without warning!
  Many more calls but they will not budge and refuse to discuss it.
  BT are asking for a connection fee of Ј130?
  The line rental was paid to 3/09/07, where do you go with this?
• My landline has been down for 24 days. I've spent Ј28 on mobile phone calls, mainly being cut off, on hold and, you know, PROMISES from people with unpronouncable names.Today I had my first email response after three weeks from Andrew Fleet [talktalk faults] at talktalklandlinefaults@cpwplc.com.
  This communication link may help others, I hope so.
• I have recently had a battle with Talk Talk (home phone) whereby I had a fault on the line, had to use my mobile to report it and totted up almost Ј10 in call charges, due to their inability to accept the fault report.
  I found the customer service to be pretty bad and have since moved my home phone back to BT.
  I won't go into the whole tale of my complaint, because I don't want to bore you and I am new here, so don't want to outstay my initial welcome.
  However, after 3 months I have a resolution but that was only after sheer perseverance and because I would not back down, despite them constantly sending 'oh dear' emails with 'if you do not reply within 7 days we will cancel this complaint' on every one.
  So...... If you ever experience the same problem with their complaints service here are a couple of email addresses I thought might be useful:
  GreenD08@cpwplc.com - Daniel Green CEO Office
  HarrisR07@cpwplc.com - Raymond Harris - CEO Office
  Please do use these wisely.
• HI, having been on about ten different websites just to make sure it wasnt me being ott i have concluded that 90% of current and previous customer of talk talk or should that be joke talk are unhappy i am one of those customers or ex customer now. The story goes I have been with talk talk for the past 7 months i had a few hiccups at the beginning but just thought that was standard until NOW......My direct debit details changed because of the xmas period i rang talk talk in november and explained this to them anyway i cancelled the direct debit from my bank account as instructed of the new dates. I got disconnected only to find out they didnt have my correct details not a surprise from what i just read anyway i paid the bill last weds afternoon and got told everything will be up and funning within 24 hours it came to thursday night and still i was disconnected so i rang back and the lady in customer service apologised and told me we had been given the wrong information and in fact it takes 42 hours but i should be connected by Friday, so when i get home friday night im still not connected i spent over 2 hours on the phoen to customer service and the Fault team which neither can help i spoke to a manager in the fault team who told me i would get a phone by 10pm fridya night or 12pm sat afternoon and guess what no phone call. So 2pm sat afternoon i call them i speak to a south african chap called Brandon who has assured me he has now taken the bar off manually and i should be up and running by end of the day i did spend 1 hour on this call also. So i leave it all day and try Sunday still no connection but when i go to call there offices from my house phone (as its free from there and i refuse to use credit on these cowboys) i get told there offices are shut GREAT. So to cut the long story short its now weds and i still have no connection i spen 4 hours YES 4 hours on the phone to them on MOnday and 3 hours yesterday As said before it would be nice if there call centre stuff could speak ENGLISH and they all seem foreign and that does not help one bit as you cant understand what they are saying or there names its a god damn joke. Today i finally cancelled my the connection and they have told me they are still going to charnge me Ј70.00 which i told them i am refusing to pay im now going with sky. But i did complain to OFCOM https://www.ofcom.org.uk/contactus/ TEL NUMBER 020 7981 3040 and i advise you all to do the same as hopfully the more complaints that get noticed for such bad customer services and people will not go with them which will lead them to liquardation harsje but fair. All so OFCOM gave me another number which is 01925 430 049 its a free service Otelo https://www.otelo.org.uk/ and you ring this is you have not had a responce to a letter within 12weeks these are a separate compnay and will get involved in the disagreement and help solve your problems hopefully.Anyway hope this helps and anyone thinking of joining talk talk pls take mine and about 90% people advise and DONT its just not worth the stress of it.
• Hi Vicky D,
  Sorry to hear you have had a hard time with the customer services team. I'll be able to take a look into what has gone on with your account if you could send me a couple of details. I've PM'd you with an e-mail address.
  Cheers
  EmmaL x
• hi im very upset with talk talk have had problems with my broadband everytime i try to log on it disconeccts me i call customer services who sort it out and tell me if it happens again they will pass it on to someone more technical but when i call again the same thing happens i cant seem to get them to put me through i have even phoned and complained to customer services and get the same response if it happens again call back. what a bad move i made changing to talktalk
• At the begining of Feb 2009 I cancelled my contract with TalkTalk. I had already paid the charge for the entire month and they owed me a refund. They offered to pay it with a cheque that was supposed to take 28 days. Well, it's now 45 days and counting. I'm still waiting. When I complained they told me: "sorry you did'n get the cheque, we will re-issue it, and you should have it in 28 days" Deja vue all over again. I don't know when I will see my money.
• Hi Arcoiris,
  I've sent you a private message - if there is an ammount owed to you I'll be able to look into it for you.
  Cheers
  EmmaL x
• Hi Peter,
  Dependant on how far you are from your local exchnage we may be able to get you a better connection speed than that. If you register on our forums we'll be able to take a look at your line stats and see if there is room for improvement.
  Cheers
  EmmaL x