Escalation of Poor Service Issue

DanDerry — Wed, 16 Apr 2025 10:32:37 GMT

Dear CEO,

I very appreciate that you're probably an exceptionally busy person, but I need to make you aware of certain failings within your company that need addressing, if you don't wish to lose more customers.

I've used TalkTalk Broadband for a number of years and was pleased with the service. Unfortunately a set of circumstances led me to change suppliers. I needed a new phone for my wife and EE offered a very good deal on a combined package, which we accepted.

Shortly afterwards, I had a call from TalkTalk offering a very good deal, which I was happy to accept and did so, signing a new two year deal, which included the first 3 months free, then £24 per month, rising to £27 per month, the following year. We then immediately cancelled our order with EE, by which I informed TalkTalk via email.

On the Monday, 7 April 2025, I found my internet was not functioning. I naturally called TalkTalk only to find out that they turned off my connection, despite the fact that I signed a new two year contract, stating that EE had not terminated their end. I did explain that we had cancelled EE and that I sent TalkTalk an email confirmation, but it would seem that nothing could be done, I'm sure you can imagine how frustration begins to kick in at this point, but hold on, as it's going to get much worse. (Note: A further call with EE indicated that they failed to cancel the order, which aggravated this situation. The order has now been cancelled.)

So at this stage, I was told the only way we could proceed was to sign another deal / contract, but not at the deal I was offered. Once I signed the contract, I would have to call the Loyalty Department, who would be able to reinstate the deal. At this stage, I signed the new contract, yet again (Order No: S02869605).

The following day I attempted to contact the Loyalty Department by calling the number I was provided (0345 1720088), but when I managed to navigate the system and thought I was about to be put through, I found myself being hung up on and provided a text message to say join our WhatsApp group.

So I duly joined the WhatsApp Group, only to suffer yet more inadequacy of just a level that words would be almost impossible to describe. To let you see for yourself, I've saved (screenshots) the entirety of the conversation from the point of writing this note, which I would be only to delighted to share with you (it's too big to attach to this note). If you believe this to be outstanding customer service / support, then I weep for TalkTalk.

Having distinctly failed to be able to talk to a real person (Please note that I'm of an age whereby it is easier to have a real, in person, conversation whereby the nuances of language can be worked through, which cannot occur via text), I again found myself calling the number, only to be redirected back to the WhatsApp Group and hung up on by your system.

To rub salt into an already irritated wound, I also received an email stating that my TalkTalk Broadband order was being cancelled, something I DID NOT initiate.

Having found another method to reach a physical person in TalkTalk, I explained all of the above and tried to find out why my order was being cancelled. The individual in question was unable to provide an answer and said the only solution was to place a new order, at which point I refused and said I wanted the old order reinstated and that I wanted to know why it was cancelled. Again, the individual was unable to help me and seemed to be tied into a script he had to follow, again exceptionally disappointing. He did try, to his credit, to put me through to the order office, but was unable to do so. At this stage he promised that someone from the order office would call me today to try and resolve the issue(s). I received said call at around 1612, but was told that nothing could be done and that I needed to contact Customer Service to place another order.

After allowing time to collect my thoughts, I called again to place a new order. The young man who helped me (Kalab) was understanding and after the order was confirmed, with now a much later installation date (again, very dissappointing), he put me through to the Loyalty Department, whereby I enaged with Luke. He was able to find out why the previous oder was cancelled, in the Outreach cancelled, but gave no explanation. Furthermore, Luke was willing to help provide my original deal, but could not do so at that moment, as my order was not live on his system yet. He was also willing to see about getting an earlier installation date, but again needed to wait. He promised to call me back and would stay with me through this sorry state of affairs. We're now 5 days later and I've still not received any follow-up call.

So here I sit, with no internet service and no hope of getting any type of service soon.

Given everything that I've experienced, it would be nice to receive a reply to this note and to know that you'll take some form of positive action to fix your very broken system.

Re: Escalation of Poor Service Issue

Chris-TalkTalk — Thu, 17 Apr 2025 07:09:23 GMT

Hi DanDerry,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Escalation of Poor Service Issue

DanDerry — Thu, 17 Apr 2025 07:23:29 GMT

Requested information updated on the profile.

Re: Escalation of Poor Service Issue

Chris-TalkTalk — Thu, 17 Apr 2025 07:59:49 GMT

Thanks for updating your profile. So just to confirm you currently have no service but you've been given a go live date for the new service?

Chris

Re: Escalation of Poor Service Issue

DanDerry — Thu, 17 Apr 2025 08:53:23 GMT

Correct, I don't have any service. I'm currently operating out of a different location (short term), so please don't overthink this.

Re: Escalation of Poor Service Issue

DanDerry — Thu, 17 Apr 2025 09:47:24 GMT

Sorry, I meant to add that the current date I've been given is 29 April.

Re: Escalation of Poor Service Issue

Chris-TalkTalk — Thu, 17 Apr 2025 10:44:46 GMT

OK thanks. Would you like us to raise a complaint on your behalf?

Chris

Re: Escalation of Poor Service Issue

DanDerry — Thu, 17 Apr 2025 11:29:46 GMT

Yes please, as that was the main purpose of this entire exchange.

Re: Escalation of Poor Service Issue

Chris-TalkTalk — Fri, 18 Apr 2025 11:44:07 GMT

OK, I'll raise a complaint of your behalf. One of our complaints managers will be in contact to discuss your complaint

Chris

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