I thought I may share this with you, then ask a question for my efforts. I have been with talk talk for nearly 2 years now, and despite a shock horror few months of pain and torture, I did bear with them and fortunately it has paid off. I had a big issue with transfering my old account onto free broadband, made several calls to sort, nothing happened and this went on for weeks. I then thought what the hell I would write to Charles Dunstone. Below, and if you read on you will find out I actually got a reply
Charles
Firstly I would like to start my expressing my most utter disapointment with the way your company have dealt with me over the last 6 months. I will briefly run you through the facts, however I would like someone to contact me asap to discuss this in greater detail.
I have been a customer with you for almost 2 years, and back in November 06 I spoke with your sales team who advised me of your new product Talk 3 with free broadband. The salesman persuaded me to move to this deal and as this was a tempting deal I obliged. After 1 month I had not heard anything, nor had I received a welcome pack or letter. I contacted customer services, who advised me I was set up okay and all will be fine. Three weeks later you took £14.99 from my bank account(which was the broadband price you were charging me before offering this new deal). I spoke with customer services about this and advised them I was on the free broadband deal, to which they disagreed, however they did refund my £14.99. I received an email from a supervisor in January saying all was set up fine and the talk 3 plan with free broadband was now active. (I still have this email). Again no letter or welcome pack.... At the end of January another £14.99 was taken from my account and again this was kindly credited, insisting I still was not set up on the right plan. After a frustrating phone call, I was transferred to sales and an australian guy proceeded to take 20 mins registering me for the product I should have been set up on 3 months ago.
I was assured there would be no more mistakes and my old broadband account would be closed, making way for the new talk 3 plan with free broadband. Another month went by and still no welcome pack, another £14.99 charge was taken and again following another phone call it was credited and yet again I was advised the reason for this was because I was not set up on the Talk 3 plan. By now I am getting very angry as you can imagine. I was transferred to sales again and another 20 min registration phone call took place. This time I was given a reference number, and sure enough I can now see this order going through on the my talk talk page. I cancelled my DD for the £14.99 broadband account as I had had enough of you continually taking my money. Monday of this week I was cut off from the service as my £14.99 had totalled up to three months owing. I spoke with customer services and they assured me the credit was going through and my broadband restriction would be lifted, together with utter apologies. It is now Friday and broadband is still not working.!!!!!
I have previously recommended three people to your company and all have had issues, the latest complaint came from my mate Mr Brian Carter, You put a guy called Arnie on the case and he has since solved his problem. I attempted to contact Arnie yesterday and left messages, but he has not come back to me.
Charles, I am trying to keep calm over the entire situation, however I am totally dissatisfied with your service. How can you possibly continue to get things wrong time and time again. 3 times I tried to sign up with you and 3 times it did not happen, I must know every person in your service team by now and cant begin to count up the number of calls I have made.
I am begging you, please help me, my online business has suffered because of this and there is only so far a customer can be pushed.
I look forward to your reply
Regards
Simon Norris
I then got this reply
Dear Norris,
Many thanks for your email, I have attempted to contact you on 2 occasions via telephone, without success, I am extremely sorry you have felt it necessary and resort to contacting Charles directly in search of a resolution.
My name is Andrew, and my role is to resolve any customer issues on behalf of Charles.
I will initiate an immediate investigation into the background of your issue, and I will be contacting you soon in order to discuss the matter in more detail. In the interim, I am available via email or telephone, my direct number is xxxx xxx xxx
Please accept my sincere apologies for having to take time to contact TalkTalk, please be assured I will do everything possible to help bring a satisfactory resolution to your issue.
Regards
Andrew
Since sorting this with Andrew. I now have a direct number to call, plus a direct line into there network department as I had an issue with braodband being slow. I made one call to a guy called John.(not going to give his number out) and now I am receiving almost 7034kb/sec, which is blinding speed. so all in all I am not extremely happy with them.
But....... the question I have is, I am moving to a brand new house in three weeks. I have speken to there home moving team who say I can pay them £129 to come and completely install a line for me ready to transfer the service. Is this correct???? I thought I may had to get BT to hook it up and then argue 12 months subscription from them I would be gratefull if someone can confirm this.
Sorry for the long reply. Hope you enjoy the reading.
Simon