on 11-04-2020 05:09 PM
Moved to Vodafone on 19 February. Know this has happened because changed to Fibre to cabinet so better throughput. Can make calls and have received calls. Bills being raised and paid to Vodafone.
However, TalkTalk are still trying to charge me and I have discovered that some people cannot reach us as TalkTalk is not routing to the new provider.
I have tried to sort this out several times by different routes. Can you help? Obviously particularly at this time it is worrying for me not to receive urgent calls and for people calling me to hear unanswered ring tone.
Answered! Go to Solution.
on 18-11-2020 05:01 PM
Well that's a relief.
I would still like that in a physical letter.
I have seen people saying that they have been pursued by debt collectors for accounts they thought we're properly closed.
My experience is the billing system appears to be out of control. Even when you have spent a very long time convincing someone there is a problem, they are unable to fix it. However, sending out incorrect bills is considered not to be good. TalkTalk received a very large fine for doing so around 10 years ago.
on 18-11-2020 04:02 PM
on 17-11-2020 11:42 AM
Getting even more confused. I do repeatedly get emails saying I owe £0.00 but all dates September.
I have been told there is no outstanding balance by your ADR team.
Could you please confirm that your last message was an error and arrange for a letter to be sent to me saying there is no debt.
Your processes are a complete shambles. This was a relatively small glitch that should have been sorted out quickly and without drama.
I suggest you do not attempt to contact me from a TalkTalk phone as you will never get through. Ring tone to you does not mean my phone rings.
The only part that works and you cannot control is the billing system.I
Your ADR team has been aggressive and unhelpful. They have not investigated the issue and have been completely unsympathetic with an innocent victim of you process. The ADR process is being treated as a game.
17-11-2020 09:58 AM - edited 18-11-2020 04:01 PM
on 10-11-2020 08:04 PM
Result from ADR was:
on 08-11-2020 07:31 PM
Not been inactive on my part. It has been through ADR with no success, other than I think it may be sorted out apart from the financial side, but I would appreciate a durable format (hard copy) stating that I owe nothing (and never did). I was pursued on the phone for late payment of a bill that had been cleared (you couldn't make this up).
Working on probably erroneous guidance from the TalkTalk complaints handler, I have been pursuing it from the Vodafone end with no success as the fault lies in the heart of your Network Operator still believing you are providing my service.
This requires someone beyond your normal customer complaints team but it seems impossible to reach them.
Frustration does not begin to explain how I feel.
Glitches happen, they should be able to be sorted without this degree of difficulty.
If it is not on the script it does not mean it does not exist.
on 08-11-2020 06:11 PM
This has still not been resolved.
on advise from complaints handler (confirmed by OFCOM) the routing aspects have been pursued with Vodafone, with a slightly more human interaction equally ineffective.
best explanation is
Not sure if this is helpful or not, assuming your telephone number was originally allocated to BT, so when ever some one calls you the call initially gets routed into the BT network, within the BT network, they recognise your number has been ported to Vodafone, so inject a 6 digit porting prefix and route the call to Vodafone (the prefix prevents the call being routed back to BT).
If the person that is calling you is also on Vodafone, the call is not route to BT as they undertake a check that so see if the number is on the Vodafone network.As previously you were with TalkTalk, TalkTalk would have also done the same check, however it could be when you ported to Vodafone, TalkTalk did not correctly update the config in thier network, so they still think you are connected to the TalkTalk network, so when any TalkTalk customers (or customers of suppliers hosted by TalkTalk) try to call you the call is not routed to BT (to get the prefix added , then routed to Vodafone), talk Talk are trying to connect the call the old port you used on there network
Any ideas how to get TalkTalk to sort this out. My only thought is to complain directly to CEO and then copy to MP, OFCOM CEO, and Martin Lewis.
This is really ridiculous for a technical glitch. Mistakes happen, but a decent organisation should sort them out without any great drama.
on 26-06-2020 03:53 PM
Having come to the end of the line with TalkTalk and I refered the matter to CISAS
TalkTalk have apologised and should be rectifying billing.
Vodafone are hopefully getting somewhere with the routing problem, but I think need some information from TalkTalk, but that is beyond my control.
Not getting too excited. Is that light at the end of the tunnel or is it a train coming the other way?
on 18-06-2020 07:26 PM
on 18-06-2020 04:42 PM
@Colin D I hope you don't mind me chipping in? I have read through the whole saga and you have my deepest sympathy! I am still not entirely clear on one point: did Vodafone give you a new phone number? Or have you retained the old one from TalkTalk?
on 18-06-2020 04:33 PM
on 05-06-2020 09:18 AM
This is definitely the solution that fits the facts, but unfortunately nothing I can say or do can get TalkTalk to see this or do anything about it.
I am afraid the complaints handlers are not technically competent enough to understand the very complex problem and will not put you through to a technical expert.
I have been told that only Vodafone can sort this out. This may now be true, but I believe the root cause in the TalkTalk management system being confused by an abortive Post Office order which was cancelled when they could not supply fibre.
on 04-06-2020 07:12 PM
on 04-06-2020 08:16 AM
on 02-06-2020 04:54 PM
on 02-06-2020 01:34 PM
on 02-06-2020 10:38 AM