topic Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet. in Billing

Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Thu, 12 Dec 2024 08:47:14 GMT

So far I have about 30 phone calls TO Talk Talk, I have 6 phone calls FROM a so called Complaints Manager which total 10 hours plus of time on the phone, 3 Talk Talk accounts and I have ZERO Internet. (I have the call log as proof). I'm seriously thinking about putting a complaint into the ombudsman because I don't know how else to resolve this. I have a 1 year old that hasn't had TV for 30 days, help! Today is the cherry on the top of the cake they have actually charged me a month's Internet!!! For what??

I have had this complaint open for 30+ days (which seems to have been closed as I've ceased to get calls of texts about this) CMP-784767 or 789963 and I'm still in the same situation as the 6th of November.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Gliwmaeden2 — Thu, 12 Dec 2024 09:54:39 GMT

@Charlotte19851, keep the Direct Debit in place.

When you have total loss of service, once it's resolved, the automatic compensation scheme should kick in. It's described here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

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

Go via your avatar; settings; drop down menu....add your Talktalk phone number or account number in Personal Information. Scroll down to SAVE CHANGES.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Thu, 12 Dec 2024 22:57:52 GMT

Thanks Gliwmaeden2, have updated the info.

Haven't had total loss of service because service never started. I don't even have a master socket in my home they're emailing me to say I don't need an engineer and my service will go live on the 23rd but that's physically impossible.

I think they're trying to take over another line which isn't to my address, again. They've done an address change because they think the address is somehow wrong but I'm getting the same messages.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Gliwmaeden2 — Thu, 12 Dec 2024 23:00:28 GMT

If you take a look at the compensation link, it also covers delays to the start of a service, @Charlotte19851.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Gliwmaeden2 — Thu, 12 Dec 2024 23:02:56 GMT

@Charlotte19851, I think I'll move this to the billing section if it's a problem with address details etc.

That needs sorting out before anything else!

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Arne-TalkTalk — Tue, 17 Dec 2024 08:35:57 GMT

The order specifically states no master socket and engineer required, when the engineer tests from the exchange they will know they need to go to the property to complete the install

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Wed, 18 Dec 2024 12:22:06 GMT

Hi Arne,

I've received a text on the 9th of December saying saying an engineer will be at he property on the 23rd, then after that, the same day I received a text saying the engineer isn't required and my Internet will go live on the 23rd. Also I haven't received anything from Open reach regarding this Engineer. The order may well specifically state that an engineer is needed but previously I received a text on the 25th of November for an engineer that was arriving on the 2nd of December. Who arrived, said 'he was the wrong engineer' left without doing anything then on the 3rd I received a text saying 'Alex' (said engineer) has 'connected your service.' which he had definatly not.

Also, no ones contacted me regarding my complaint since the 6th of December, previously they had been contacting me either by text or by phone call every few days?

It's like the left hand doesn't know what the right hands doing!!

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Arne-TalkTalk — Mon, 30 Dec 2024 09:49:34 GMT

Hi Charlotte19851

The order is showing as completed.

Has the service gone live?

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Fri, 25 Jul 2025 13:29:54 GMT

Finally got Internet at the begining of this year after 3 months and now .....we have a whopping 510kbps.

Rang up to cancel and they've managed to get the speed up to 3.2mbps. Wow.

Been on the phone for hours and keep being passed between two departments, one to fix the problem the one tries to upgrade to 65 (which I can't get because they've tried several times) so they pass me back to the department that tries to fix the line... Which doesn't work so they pass me to cancellations who try to put me on 65...which I've said again and again I can't get. So they pass me to the department to fix the line...

I just want to cancel but not pay the fees. Someone is calling me back in 7 days to try and upgrade me to 65.???

Can anyone help me on here?

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Philile-TT — Fri, 25 Jul 2025 13:49:00 GMT

Hi @Charlotte19851 just to confirm you are currently experiencing issues with your services?

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Fri, 25 Jul 2025 14:23:49 GMT

Hi, yes.

Internet has been really slow for a while but I did a check of my speed on Fast.com and it's no where near what I pay for even after speaking to Talk Talk today it's still at the 3mbps mark.

How long Talk Talk have after my initial complaint today to get it up to 35mbps before I can cancel without fees?

I only ask because I waited 3 months for installation to be completed

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Philile-TT — Fri, 25 Jul 2025 15:25:33 GMT

@Charlotte19851 I can see that you had spoken to someone today regarding the change package issue and they have advised that have submitted an escalation to get the back-office to resolve this issue. Let us allow them to get back you, I'm really sorry that I cannot do anything beyond at the moment.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Fri, 01 Aug 2025 10:45:55 GMT

Hi Phil,

I don't understand why I would need to change my package? What would that solve? I just want the Internet package I have right now to work.

It's been 7 days now. They said they would be in touch in the next 5 to 7 days last Friday. Now what do i do?

My speeds are 0.2 mbps download and 0.14 mbps upload.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Philile-TT — Fri, 01 Aug 2025 11:08:25 GMT

They had offered an upgrade due to the fact that your speeds in the current package are very low and in order to change this you need a different package.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Fri, 01 Aug 2025 12:04:02 GMT

I've just rang them and they still can't fix it. They're saying I'm getting 5mg but the TV is still not working and both of our phones are showing less than 1 mb. The WiFi router is not obstructed and the TV and phones and router are in the same room.

I've litterally just been told to turn the router off and on again. What do i do now?

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Fri, 01 Aug 2025 12:05:49 GMT

And for context the TV and partners phone are less than 6 months old so it's not a problem with our devices.

Also the house is a regular 3 bed semi with

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

siphosethu-TT — Mon, 04 Aug 2025 07:04:38 GMT

Hi there @Charlotte19851, was anything regarding an upgrade discussed with you? Thanks

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Gliwmaeden2 — Mon, 04 Aug 2025 07:34:05 GMT

@Charlotte19851, have they offered to change you to Full Fibre (so totally new line, different set up, can keep your phone number if you order VOIP at the same time)?

I cannot see how changing to Fibre65 FTTC could possibly help anything if the speeds are so awful.

Fibre35 doesn't become Fibre65 unless you can already get high speeds on the more basic service, which you don't.

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Mon, 04 Aug 2025 08:26:04 GMT

Yeah they wanted to upgrade to 65.

They offered some addition to my package that was an extra £8. I can't afford to pay more money for Internet. Just want the 35 to work properly

Re: Complaining isn't getting me anywhere so I'll ask Santa for Internet.

Charlotte19851 — Mon, 04 Aug 2025 08:40:06 GMT

I can't get full fibre where I live.

'I cannot see how changing to Fibre65 FTTC could possibly help anything if the speeds are so awful.... '

I thought the exact same thing as you have stated about the above. How can upping my package do anything?

What is my next step because they're saying theirs nothing wrong. My TV is next to my router and nothings blocking it at all but Disney won't even work anymore.

How can I resolve this?

I'm sick of calling Talk Talk, the phone service from them is so shockingly bad. I've never experienced such service in my life. I would never recommend Talk Talk to anyone based mainly on the service you get once you've been sold the deal.

When I call I'm getting passed around different departments.

What's my next step??