topic Re: Account still not updated in Billing

Account still not updated

Martdy — Thu, 28 Sep 2023 15:49:48 GMT

After the nightmare of full fibre install and taking an age to get a working phone line

I am still not able to access the VOIP set up for the app or any other options in my account.

Thankfully my landline is finally working.

The account eventually changed over from my previous fibre 65 to Fibre 150 VOIP (after I once again complained)but I still can't do anything.

And the price is not what I negotiated with retentions on a 18 month deal with no price rises .

I was also over charged for the previous month because I was still in contract. I know the charge is in advance but I had the install before end of contract.

I've had no response from the various complaints I've raised either.

Re: Account still not updated

Gliwmaeden2 — Thu, 28 Sep 2023 16:45:36 GMT

This needs to be in the billing section of the forum, @Martdy as it's to do with the account aspect of your service.

I'll move it there for you. If it's not picked up by staff on Friday, look out for a reply after the weekend.

Re: Account still not updated

Martdy — Thu, 28 Sep 2023 17:19:52 GMT

Thank you

Re: Account still not updated

Arne-TalkTalk — Fri, 29 Sep 2023 06:46:56 GMT

Hi @Martdy

Your still have an open complaint, so we cant interfere with an ongoing complaint.

There is a call scheduled for the 3.10 around 10am.

Regards.

Re: Account still not updated

Martdy — Fri, 29 Sep 2023 07:26:18 GMT

Ok thanks

Re: Account still not updated

Martdy — Tue, 05 Dec 2023 10:55:00 GMT

So Im still no further forward .

I get an email every once in a while about my complaint and everything should now be ok and I should be able to use phone boosts

I still can't - its 10 weeks now

At the very least can someone please switch off call waiting its driving me even madder.

Yes I know I have an open complaint - still .But I don't know what else to do so please please please switch off call waiting .

Thank you

Re: Account still not updated

Arne-TalkTalk — Tue, 05 Dec 2023 13:20:42 GMT

You have a cal booked for today, also call waiting is not showing as active.

Re: Account still not updated

Martdy — Tue, 05 Dec 2023 14:11:18 GMT

Thanks for the quick reply

I look forward to to the call

Every time someone rings while I’m already on the phone it mutes the current caller and beeps .phone displays says call waiting not available.

I have to hang up first caller and speak to the second caller.

Then ring back the first.

Re: Account still not updated

Arne-TalkTalk — Wed, 06 Dec 2023 12:51:19 GMT

Thats sounds like a feature on the handset itself.

Re: Account still not updated

Martdy — Wed, 06 Dec 2023 14:01:05 GMT

It didn’t do it before digital
Ill try another phone.

still cannot add or remove phone boosts or features or activate digital voice for the app

Re: Account still not updated

Martdy — Thu, 07 Dec 2023 11:36:47 GMT

I’ve tried another phone and it’s still the same - mutes current caller

new caller hear’s “the person is on the phone they know you are waiting “

please sort it out

Re: Account still not updated

Arne-TalkTalk — Thu, 07 Dec 2023 12:08:01 GMT

When your complaint manager calls you, ask them to escalate it to the Full fibre team as call waiting could be active in the backend systems, which they have access too.

Re: Account still not updated

Martdy — Fri, 05 Jan 2024 10:29:07 GMT

Informed complaints person via email -( they never ring) . Asked them to escalate to full fibre .Another month gone by still nothing has changed .

I have call waiting kicking in constantly and have to ring customers back . SO FRUSTRATING.

When will someone actually take ownership of this and sort it out.

And I still can't change anything in my account - useless

Re: Account still not updated

Arne-TalkTalk — Mon, 08 Jan 2024 09:42:40 GMT

Sorry that this is still ongoing, There is a callback scheduled for tomorrow (9th).

Re: Account still not updated

Martdy — Sun, 18 Feb 2024 17:35:56 GMT

So ,although call waiting was finally removed - (took the right person 5 mins to sort out ).

I was promised that the other issues with my account where I can't change anything or set up digital voice app would be escalated and would take 3 to 5 working days

As usual nothing has happened

I was given this number to quote

1-0000003-108923-01

And the promise of £75 compensation for the months of hassle has also not happened !

Re: Account still not updated

Arne-TalkTalk — Wed, 21 Feb 2024 10:33:44 GMT

Hi Martdy

Did you get a confirmation email regarding the compensation, I cant see any indication on your account or complaint notes.

Re: Account still not updated

Martdy — Wed, 21 Feb 2024 14:44:27 GMT

Dear Martin Dilley,

I hope this email finds you well. I am writing to keep you updated on the progress of your complaint with us.

After reviewing this issue, I can see that you are able to add or remove boosts or we are able to recontract you as the issue has been resolved.

I understand how stressful that situation can be especially with these issues and on behalf of TalkTalk, I apologize for any inconvenience, however in order to bring this matter to a satisfactory resolution I am proposing that I can offer you £75.00 as compensation for the inconvenience. Also, I suggest to contact our Loyalty department through Live Chat or by calling on 0345 1720 074 (Mon-Sat 08:00-20:00) and they will help you to recontract as your contract has been expired or cancel your account.

Please confirm if you are happy with the resolution offered, I will also arrange to follow up with you in 5 working days, should I not hear back from you by then I will go ahead and make the necessary arrangements action the proposed resolution.

Once again, I would like to apologise for any inconvenience this issue has caused.

Kind regards,

Eleftherios
Case Manager

Re: Account still not updated

Martdy — Wed, 21 Feb 2024 14:47:01 GMT

Above is an Email titled Re: Complaint CMP-507661 [ET-547325] received 14th November2023 at 16.11

Re: Account still not updated

Arne-TalkTalk — Fri, 23 Feb 2024 09:57:14 GMT

Thank you please leave this with me.

Re: Account still not updated

Arne-TalkTalk — Fri, 23 Feb 2024 11:15:10 GMT

Hi @Martdy

The credit has now been applied, apologies it was stuck waiting for authorization which has now been done.

You will be able to request a refund Via My Account, or leave it on the account to be used against future bills.

Regards