Amazon Prime Offer

[stevengarcia]

I signed up for full fibre 900 mid Jan 

Called to say I hadn't received the second router (received a week later)

Called after 1 week to ask about the prime offer ad they said it could take 2 weeks 

Called after 2 weeks, and they said it could take up to 1 month 

Called after 3 weeks, and they said it could take up to 1 month

Called after  4 weeks, and they said it could take up to 90 days 

Called after 90 days  they said I may not have been eligible (even though I am)

Tried to cancel the contract, but they said I would be charged an early termination fee.

My argument is that the contract has not been fulfilled by Talktalk and therefore I should be able to cancel, Also that I would have cancelled earlier if I had been lied to for 3 months.

Each time I call the level of CS is poor with people who don't know what they are doing.

Each time I call the level of CS I am on the phone 30mins + (last time 1h20)

Thought this was the place of good honest broadband. Scammers 

[Julie87]

You either need a deadlock letter from TT or you have to wait 8 weeks and then you can apply to CEDR without the letter.

[Julie87]

Hi @stevengarcia you can make a subject access request to get all of the information TT hold on you including phone records etc. It is not OFCOM you need to go to, it is CEDR.

[Arne-TalkTalk]

Did the complaints team contact you?

[stevengarcia]

Haven’t had anything, checked thoroughly. I’m still waiting for the complaints department to get back with a resolution. Haven’t heard anything yet either. I’m fed up of waiting. Do you know how I can get transcripts of all calls and message chat? I will send direct email to all of the senior management via linkedin to highlight this issue. Transcripts will be easier to read than screenshots. I will also report to offcom and trading standards. I was actually optimistic it would get sorted when I spoke to the guy from the resolution department, but seems like another waste of time after a 1h40m phone call. This issue has cost me about 6 hours of my life so far. Anyway thanks for trying. 

[Arne-TalkTalk]

Hi stevengarcia

Sorry for the delay. 

Have you checked your spam/junk mail folders for an email of info@consumer.talktalkplc.com 

This was escalated so the code should have been issued by now.

[stevengarcia]

Anyway the point is that in January I clicked an ad for city fibre, that gave me a list of providers including talk talk who offered 2x eero routers and Amazon prime for a year. After comparing the packages I chose talktalk. Amazon offer was a big part of my choice 

[Gliwmaeden2]

Included here, but no date (stupidly):

https://energyswitchandadvice.co.uk/talktalk-broadband/

Others only currently mention Eeros etc.

[ferguson]

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@stevengarcia wrote:

The offer is still advertised, just google it you’ll see.

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I did and that's the most recent I could find. 

[stevengarcia]

The offer is still advertised, just google it you’ll see.

[Arne-TalkTalk]

let me look into this, we may be able to offer an alternative. 

[ferguson]

The last free Amazon Prime offer I can find was part of a Black Friday deal which ran between 17 November and 7 December 2022. Where did you see the offer in January and how did you sign up?

[stevengarcia]

Hi Arne I don’t have a confirmation email regarding the prime, that is basically the whole issue. 
Ok so if the promotion doesn’t form part of the contract that’s one thing, however it would still be false advertising. 
In this case I have been lied to for 3 months, if I hadn’t been lied to then I would have terminated the contract in the cooling of period. 
Can you tell me on what basis did this promotional offer not apply to me? 
thanks Steve 

[Arne-TalkTalk]

Hi stevengarcia

Do you have a confirmation email regarding the prime membership?   I can investigate this with marketing.

FYI Promotional offers are not part of your contract therefore cancellation will incur cancellation fee's.  

[ferguson]

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.