Complaint

[Lupinn]

Just wanted to put this here for others to read. 

I am outraged by the customer service I have recieved by this company. I cancelled and started a new contract with the company a few months ago. I was asked to return my old router or I would be charged, and although I had numerous conversations with staff (who were rude and condescending) I still didn't recieve a return box. 

I was told an engineer had to be sent out, but the date I moved into my property was further than they could book appointments, which meant I had to contact them every week to rearrange my appointment closer to my move in date, only to be told the night before I didn't need an engineer.

Repeatedly treated like an idiot, and forced to sit on chats for hours at a time to get a sliver of information or to rebook something. Would not recommend this company to anyone.

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. Would you like us to look into anything here for you?

Thanks

Michelle

[Gliwmaeden2]

@Lupinn, so you were already a Talktalk customer but thought that you had to cancel and set up afresh?

Or did you use the Home Move team?

https://community.talktalk.co.uk/t5/Articles/Home-move/ta-p/2205259

With the Home Move team, you would either have been charged £60 to remain a customer on the same contract or charged nothing in the way of fees if you took out a new contract  - so you presumably did the latter?

However, it doesn't sound quite right if they demanded the return of equipment - you would usually be expected to take the equipment to your new premises if it was in good working order. 

And to return equipment you would normally be sent a prepaid returns bag (not a box).

Sometimes Talktalk won't know if you actually need an engineer visit till the day it goes live - it depends what happens at the exchange etc.

There is a Complaints Code Linked at the base of every Talktalk Web page if you wish to follow that process.

Not sure that there's anything to be sorted in this Broadband section, so I'll move this to the billing message board, where they can look into what went on with the cancellation  / order process.