NOW TV.......WHEN TV??

[elnilu15]

In early October I decided to sign up for the NOW TV offer for Sky Sports. I received a link which didn't work as I already had a direct subscription running with NOW TV. However, when that expired on 7th October I tried again, but a message said the link had expired, despite it saying it would last for 14 days.

I then started the painful process of trying to contact the support team!  An agent eventually said they would have to cancel my original order and send me a new link, which seemed reasonable. This was supposed to take 5-7 working days.  After a week of nothing I chased it up, got an apology to say it hadn't been actioned and was told I'd have to wait another 5-7 days.  Again I heard nothing!

I then contacted support again, and had a complaint number raised but made no real progress.  I asked how I could escalate this and was given the concerns@talktalkplc.com email address.

I contacted this address and got what I presume to be an automated response from someone they call Snethemba Joyisa on the Customer Relations team. This basically just said my case had been updated and I could expect to hear from a manager within 72 hours.  Needless to say I heard nothing!  I have contacted the concerns@talktalkplc.com address twice more since then and got exactly the same response from the same 'person'.  Again, I have had no response from the supposed manager on my case.

It is now nearly 2 months since I started this. I cannot understand how this can possibly be so difficult to sort out. All I am asking for is a working link to get me onto NOW T. This is something that TalkTalk must surely provide successfully to many customers every day.

What really annoys me about this is that despite my contacts nobody at TalkTalk is getting back to me. It's almost as if I'm being totally ignored now for being a nuisance.  I know Talktalk has had a bad reputation for customer service and I can see why.  I cannot think of a worse example of poor customer service I have ever encountered.

I'm really putting this post out there to find out if anyone else has encountered a problem like this or has any suggestions as to how to get TalkTalk to take some action to resolve this?

[Karl-TalkTalk]

Hi

I'll see if I can get this escalated now for you.

Regards,

Karl. 

[elnilu15]

Hello Karl,

I'd like to thank you for being the first person at TalkTalk in 2 months to respond fairly promptly to me and give me some honest answers to the questions I've raised. Rather than the hopeless scripted responses I've previously had.  I can't say I'm happy with the news you've given me about NOW TV, but at least you've been straightforward about it

However, you've said that the Complaints team will me in touch with me to discuss this further, and I guess this isn't really your area of responsibility, but nobody has contacted me after the best part of a week.  Can you escalate this with the TalkTalk hierarchy to get some response for me on this, or at the very least tell me who I need to contact?   I am not happy to just take no action on this as I feel deeply let down by the appalling customer service I have received from TalkTalk with respect to this complaint.

Many thanks.

[Karl-TalkTalk]

Hi

There is no way that Now services can be offered via TalkTalk as our agreement with Now will also end.   The complaints team can discuss compensation offers with you, but I cannot say what they will agree with you.

Thanks  

Karl. 

[elnilu15]

Hello Karl,

Thank you for your response, but not surprisingly I still haven't been contacted by anyone from your complaints team. So the customer service has not shown any signs of improvement!

I am extremely disappointed to hear that TalkTalk now no longer provide the NOW TV offer at all.  This is effectively going to cost me £72 for taking the subscription directly with NOW TV and another £72 to have the NOWTV boost offer.  The deal that TalkTalk offered was a 12 month subscription at £20 per month inclusive of the £6 boost.  The current NOW TV price is £26 per month. I feel very strongly that if my initial subscription request had been dealt with in a timely and professional manner that I would not be incurring this additional cost.  It is truly ridiculous how badly this was handled and it almost makes me wonder if it was deliberately delayed in the knowledge that TalkTalk was  withdrawing the NOW TV offer.  In these circumstances is there any way that I can still be granted the NOW TV service? If not I think it is perfectly reasonable for me to be compensated for the loss I am incurring by TalkTalk.  This would at least go some way to building bridges for the dire customer service, lack of response from TalkTalk, all the time I have wasted on failed contacts with you and for all the sports event I've missed over the last 2 months that I would have liked to enjoy.

I'd appreciate your thoughts on this.

[Karl-TalkTalk]

Hi @elnilu15 

I'm really sorry for the poor service you have received.  I can see a complaint has been raised and our complaints Teams will arrange to contact you directly to discuss the issues with you.

With regard to the NOW TV products, I have checked your account and there are no active NOW TV options, and you have not received any charges for any Now TV Services.

I'm disappointed to have to tell you that NOW TV options have been withdrawn and are no longer available via TalkTalk.  Going forward customers can take NOW TV options directly from NOW TV via their website, but all NOW TV offers have been withdrawn by TalkTalk and are no longer available.

Thanks  

Karl.