NEED SOME HELP?

We’re here 24/7. 365 days a year.
Ask questions. Find your answers. Connect.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

How to complain to Ofcom?

CYBERJC
Chatterbox
Message 12 of 12

Hi,

my broadband was very slow and unreliable for a few months there.

As in, unusable streaming TV, etc.

When I spoke to technical services on the phone, we did all the usual tests.

And the tech guy agreed the speed and service was bad enough to warrant a bright sparks engineer visit.

Pointing out as long as the fault wasn't being caused by any of my internal cabling, 

there would be no charge.

Engineer comes out, explains 'problem with settings at exchange', tweaks settings with hand held gadget,

and leaves, both of us happy.

So, bill arrives today, with a £50 engineer charge.

Phoned TalkTalk, and an hour and 4 conversations later, I am told by a manager,

that if it's a speed issue the bright sparks engineer is called out for, it's chargeable!!!

What kind of a customer service is that???

Anybody know the complaints procedure for Ofcom?

Anybody got any similar experiences?

Best regards,

John

 

0 Likes
11 REPLIES 11

Message 1 of 12

Hi CYBERJC,

 

I need you to include your land line number on your forum user profile or I can't locate your account.  Could you update it please and let me know once its been done.

 

Cheers

0 Likes

Message 2 of 12

Have done

0 Likes

Message 3 of 12

Hi CYBERJC,

 

Could you please complete your forum user profile and let me know once this has been done.

 

Cheers

0 Likes

Message 4 of 12

I have researched this as I refuse to deal with TalkTalk and their absolute sham of a (broadband and customer) service. The next call I shall make will be to ask for a deadlock letter so that I can complain to OfCom about both.

 

My boyfriend's mother has Sky and the only time she'd had a problem with her service, they sent her a new router. I would quit TalkTalk right now and join them if it weren't for their exhorbitant cancellation fees, although they have breached their end of the contract by failing to provide me with a broadband service.

 

 

0 Likes

Message 5 of 12

Hi Mark,

I do explicitly remember the engineer confirming that there would be no charge.

As it was an external issue at the exchange.

I can't remember if I signed anything.

Cheers

0 Likes

Message 6 of 12

HI CyberJC,

 

During the engineer visist did you sign to confirm the charges on the engineers tablet. At the end of the visist the engineer should confirm if work is chargeable and ask you to sign to confirm this.


Cheers

🙂
 

0 Likes

Message 7 of 12

Thanks for the information, I could well be contacting them.

Today is day 3 of put your life on hold in case talktalk's booking with BT to again check the line a great time slot 1pm - 6pm that means I am stuck again not being able to go out in case they contact me.

No contact today Friday means I will be on the phone to talktalk requesting compensation for loss of broadband, since they have taken payment for something they have not provided.

The bottom line being a change of ISP

 

ghgc1

0 Likes

Message 8 of 12

And thanks for correcting the the Oftel bit!

0 Likes

Message 9 of 12

Thanks Clint!

Looks like:

http://consumers.ofcom.org.uk/tell-us/telecoms/billing/

it's a potentially long and winding road.

Winding me up all the way!

I will persevere,

however,

it is all the more frustrating to know how unhelpful

and disregarding of the basics of the situation Talk Talk are!

Quite disapointing, but not entirely surprising.

0 Likes

clint
Banned
Message 10 of 12
0 Likes

ghgc1
Team Player
Message 11 of 12

No sorry I don't but if you find or get the information please let me have it.

 

ghgc1

0 Likes