A long-standing complaint which TalkTalk seems unable to resolve, and the lack of facility to escalate it, other than waiting for eight weeks and then referring it to the arbitrator. This is despite numerous phone conversations, on-line chats and notifications from TalkTalk booking a call-back, which did not always materialise.
To summarise, I received a telephone call from TalkTalk offering me full fibre in August. I accepted the offer in the mistaken belief that I will have broadband and landline. Although the broadband offered would be data only, it was not made clear that I would not have access to the landline! In fact the contract contains statements implying that there would be access to telephone calls either through broadband or landline. However, calls through broadband is not possible as there is no VoIP option in my area, leaving only the landline for these!
Following numerous complaints the copper line was connected again and I had full fibre (150) plus access to landline. However, the landline was disconnected again after 6 weeks, following which I was told through another complaint that what Oliver had stated was not possible!! Finally I was told that I could have full fibre and land line at no extra cost.
However, through Live Chat I was given totally conflicting information in that I was offered a new account for the copper line with no extra charge; and that, through another agent that this was not possible!!.
I need the landline, given it is the only way I can open our gated development gates for visitors, and in particular Emergency Services (Police, Ambulance, Fire) if needed urgently. Surely I am not expected to walk outside in the middle of the night to open the gates if I am incapacitated? Even when VoIP becomes available in my area, I was told by your agents that Digital Voice (VoIP) doesn't currently support equipment such as care alarms, personal alarms or security alarms that use the home phone connection (and by extension our gates).
Moreover I was informed that my latest complaint has been upgraded to the management team and I was told on Tuesday 16 January in a Live Chat that the team would contact me within 24-48 hours. However, I am still waiting, despite TalkTalk's on-line statement that "If a manager is not available immediately, they will try to contact you within 3 working days".
Perhaps you might be able to take this on?
