Moving home, appt cancelled last minute - over 80 with health issues. Ongoing issues.

[Margaret831]

Hi, been on the phone to talk talk for over 15 hours over 2 weeks and going round in circles between customer services, home move team and order management team.  Seemingly no communication between any of them. Move was booked 3 weeks ago.  On moving day, I am told the order has been rejected by order management team as line needs changed,  previous owner had a phone and Internet, surprising it can no longer been used,    Elderly customer with health issues, land line and internet essential.  Service from talk talk is atrocious. Each person I’m passed to goes through all the security questions again, insisting I check email - which I can’t do as I have no internet!!  I’m being patronised, given wrong information and ultimately no one is taking accountability - today I’m told a welfare team is getting involved but no callback.  This can’t be right. 
im now trying to cool off the contract extension that was forcibly sold to me and told its not possible?  This company is shocking.  They make it extremely difficult for the customer.  I’ve had a complaints manager involved but it’s quite hoenestpy only getting worse.  I’m due a phone call from retentions team today - guess what, no phone call.  How is this company allowed to conduct business like this? 

[Gliwmaeden2]

@Margaret831, because of the forum user name system, which keeps your identity private in the public thread, your community forum profile details do need to be completed so that staff can identify your account  - that's why your Talktalk phone number or account number must be entered in your community profile [and remember to SAVE CHANGES].

The phone numbers are used for identification purposes. You will not receive phone calls from forum staff - it is online support only.

Any emails you receive from here are from a No Reply address, so always follow up in the topic thread.

[Margaret831]

Haha, of course not.  We spent another hour on the phone today with no resolution, just repetition of the script. It’s like no one is empowered to do anything there.  

[Margaret831]

Thank you for picking this up.  If you mean an email saying that nothing could be done, I don’t consider this a response.  I am within a cooling off period, I have provided notice of cooling off but I am concerned I may end up again with no Internet and no telephone.  I have replied to the mail and asked them to contact me by telephone.  Contact numbers are already with my account, I’m not sure why I would need to add them somewhere else? 

[Margaret831]

Thank you. We were sold some fancy new contract where the home move fee would be waived.  At this point I have offered to pay the fee and keep the old contract terms but they are not making this an option.  Someone was supposed to call yesterday, but didn’t. We spent another hour on the phone today listening to apologies being read off a script but ultimately no resolution - and they hung up the call! I have never experienced service as bad as this. Yes, when booking the home move we were told that there was no need for an engineer.  When the engineer arrived she was very helpful and confirmed what you said about due diligence being done beforehand that seems to have been missed by talktalk.  

[Philile-TT]

Hi @Margaret831 have you received the call as yet? 

[Gliwmaeden2]

@Margaret831, just something that needs to be slightly clarified  in your post.

By "contract extension" do you mean that you have continued the current contract and paid for the home move (usually £60)?

Or, did they waive the home move fee, but require you to start a new contract?

If you actually want to leave, they might treat these situations slightly differently - just worth bearing it in mind, as there's a cooling off period for a brand new contract, whereas mid contract problems are dealt with differently. 

There is a compensation scheme which covers some scenarios, that might be worth taking a look at:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

That's applied if you stay, up to 30 days after resolution of the issue. 

It's strange that the Home Move team have only just discovered the problem about the line. Normally checks are made well in advance, as sometimes Talktalk simply can't supply the service in a new area for the customer, and the customer needs to be told etc. 

Other infrastructure might be in place [such as a Virgin phoneline & Broadband, so not the same network] resulting in the need for a new Openreach [or Full Fibre from one of Talktalk's other suppliers] line, and Talktalk are theoretically able to supply it but do actually need to get the job set up!

Do please complete your community forum profile details, as advised by Fr8ys above, as it really will mean that staff can more quickly look into your case for you when they reach your thread. 

I do hope you have a resolution as soon as possible at what must already be a very stressful time. 

[fr8ys]

Hi,

I have escalated this to the support team and they should respond tomorrow.

However I should advise you that if you have an open complaint, this precludes staff here from becoming involved. They can however contact the complaints manager with your concerns.

You are in the staff's queue for a response.

For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.

Or you can add your account number.

Please post back when done.
Thank you