topic Re: How to complain in Broadband

How to complain

Kimmie63 — Mon, 06 Mar 2023 02:13:45 GMT

Anyone know how I can go about complaining to this company? I’m fed up with their poor service! I have the same problem at the the same time on the same day every week once a week and have had this for at least a year and got fed up trying to have something v done about it so put up with it… internet stops! In the meantime my bill has gone up! Cheek! How about a proper service?!
I can’t find how to complain only via chat and there’s no one there right now

absolutely fuming now with talk talk because they’re the first ones who would threaten to cut your service if you couldn’t pay or something but yet I do think somewhere here a contract is being violated by them because they are not fixing problems but not adjusting thd bill tho!

Re: How to complain

Anonymous — Mon, 06 Mar 2023 06:44:44 GMT

Hello,

I'm really sorry to hear this. Would it be possible to confirm what issue you are experiencing and we can look into this for you here?

Thanks

Re: How to complain

martswain — Mon, 06 Mar 2023 07:43:34 GMT

@Kimmie63 if it happens at exactly the same time every time check HOMEWORK TIME has not been enabled.

Some customers have reported it mysteriously becoming active.

https://community.talktalk.co.uk/t5/Articles/How-to-use-HomeSafe/ta-p/2205196

Re: How to complain

Karl-TalkTalk — Tue, 07 Mar 2023 06:07:01 GMT

As Martswain advises, Homework time in the Homesafe settings in my account can cause this type of behaviour, always worth logging in to My Account and checking any settings that are not required are set to off.

Karl.

Re: How to complain

TTispathetic — Mon, 29 Jul 2024 17:57:23 GMT

Despite several emails, and complaints, I have had NO ACKNOWLEDGMENT and no response of any kind. Apart from the automatic response giving a case number.

In view of the fact that I did not ask for my services to be handed over to TalkTalk, I have been charged a setup fee and require it to be refunded please.

So far, nothing about TalkTalk recommends itself to me. Clearly I’ll make sure that my family and friends don’t fall into their trap and look elsewhere.

Re: How to complain

Gliwmaeden2 — Mon, 29 Jul 2024 18:19:31 GMT

@TTispathetic, this is a very old thread.

If you need support, please return to the message board [actually the billing board will be more relevant] & click on start a topic.

Also complete your community forum profile details for Talktalk staff to identify your account.

You need to go via your avatar/name; settings; drop down menu....Personal Information. SAVE CHANGES.

Make it very clear what the situation is in your own post. I am guessing that you have been migrated from Shell? I only suggest this because of ongoing issues for several customers.

Staff only respond to the original poster, during the day (Monday to Friday).

Re: How to complain

Arne-TalkTalk — Tue, 30 Jul 2024 07:20:59 GMT

HI @TTispathetic

Please start your own thread, Ive checked you bill and cannot see a setup fee?

Re: How to complain

TTispathetic — Tue, 30 Jul 2024 07:48:30 GMT

We hope you're enjoying your totally unlimited broadband. This first bill covers all your regular monthly charges, as well as any one off set up charges. You can see a full breakdown in My Account by selecting ‘View your bill’ below.

Re: How to complain

Gliwmaeden2 — Tue, 30 Jul 2024 07:54:07 GMT

@TTispathetic, please see previous replies to set up your own topic.

What you have posted in reply is a generic email. You need to check the details in My Account.

If you still need support thereafter, please start your own thread.

Re: How to complain

TTispathetic — Tue, 30 Jul 2024 12:31:37 GMT

All I wanted to know was a simple answer to a simple question. I’m being told to start a new thread, something-or-other. I don’t know where and I don’t know how.

All I wanted to know was a simple answer to a simple question.

This has taken up an unreasonable amount of time.

Re: How to complain

Gliwmaeden2 — Tue, 30 Jul 2024 13:01:17 GMT

There are Community guidelines about not muddling up new incidents with other customers' threads, @TTispathetic, to help avoid confusion between accounts or replies in the workflow.

Have you actually checked the details in your My Account to see the breakdown of the bill?

Arne said there was no set up fee showing. As stated previously, the wording of some emails from Talktalk is generic and not fine tuned to your situation.

https://community.talktalk.co.uk/t5/Getting-Help/bd-p/gethelp#M277