Hi,
I have encountered multiple issues with TalkTalk over the past month. It seems to continue like this.
First, I moved to TalkTalk late last year, this year in March, I believe in the beginning, the router stopped working, so I chatted with the help team for like 2-3h in which went from the chatbot to an advisor which sent a link and got disconnected, so I had to go through that again. No matter how many times I would say the router is not turning on, no electricity, I would be asked, have you tried connecting/disconnecting the cables. At the end the solution was for me to pay £70 for an engineer to come and check my set-up, and if it was the router at fault, they'd reimburse me. After stating that if the router is found to be at fault, I would move, they decided to send a new charger for it. Meanwhile, I spoke with them again, and of course I was mad as it was taking ages to arrive and I decided to move. The new broadband company kept making me make the new contract over and over again.
In the end speaking with TalkTalk to convince me to stay, they sent me a new router. I think, which arrived almost at the same time with the charger. As I missed the delivery once or twice, as I can't work from home with no Internet. The charger was actually at fault, but as TalkTalk said they can send an engineer to install full-fibre broadband, I decided to stay. That week I had no internet I had to buy an EE voucher for the hotspot (which very annoyingly asks me to login with the voucher every 20-30 minutes).
When the other broadband company called I told them that I decided to stay as I had to redo the contract 3-4 times and TalkTalk solved the issue quicker. I did asked them how come I had to redo it so many times, and when the advisor checked, he said it was TalkTalk cancelling the transfer (they cancelled a transfer which I requested from the other company, without messaging, emailing or anything to let me know).
The Internet worked well for like almost 2 weeks, then the engineer came and installed the new full-fiber, I got home from work I checked it out, everything worked perfectly fine. Finally!!! or so I thought. The next day I come from work quite late, around 8 - 9pm to find out the internet is no longer working. I said okay, I will contact them the next day as they were already closed (next day which I could have worked from home if I had internet).
Next day I call TalkTalk (on the way home from work) and the person advising me said to me that this has happened before and the technical team or so said renewing the contract fixes the issue. As I already had a contract it didn't let him renew it, so he asked to make a second contract and once it works to cancel one of them. We created a 2nd contract on my brother's name, which we called and we had a 3 person phone call for him to confirm that his happy with it and he let's me speak on his behalf. Once the second contract was created, the advisor gave me a phone number and he said call this number after 1h or 2h, select second option and ask them to check the top notes on the account and they should make the internet live by Saturday, latest Monday (as the notice from the contract was on the 29th of April).
I call the number they say it is impossible to do so as it's a new contract and the live date is the 29th. I have explained what about the other contract I hold and it's not working. I work full time and do a PhD at the same time. I work most of the day for work, when I come home I need to meet my PhD deadlines to keep everything working, currently having a major milestone to meet and this has been delaying it insanely. Eventually, I asked to be put through to a complaints manager, which the second guy presented himself as one and kind of gave me an attitude, until I lost my temper and I went through all I had to deal with TALKTALK in the past month. To his reply he opened a case for an investigation to find out what is happening. While here I am on my data trying to do work and getting even more mad as I have tried to swap from TalkTalk and I just got another message exactly like before when I was told TalkTalk cancelled my transfer.
I clearly don't ever want to hear or deal with TalkTalk again. So I would like for anyone here who can advice on how I can have my money for the past month reimbursed and to approve the transfer from TalkTalk, before I will start looking into getting compensation for the whole situation and delays and stress it caused overall.
