I know this is not much consolation but Mum and Dad switched to talk talk for the phones ( I live with parents) and they tried to offer me a talk talk broadband package I said no and stuck with BT for the broadband - to be honest it the best decision I made.
Richard 2009/12/18 Dave Sones <[email protected]> > This isn't directly a technical issue, more of a problem with resolving > one. > > At the beginning of October, I switched my ISP from Pipex to TalkTalk. > TalkTalk had just bought Pipex and were offering substantially better > prices to existing Pipex customers if they switched. > > When I was with Pipex, my download speed was consistently around 6Mb. On > the day I was switched to the TalkTalk network, this dropped to 1.8Mb > and has stayed there ever since. > > Over the past two and a half months, I have made numerous telephone > calls to TalkTalk's 'Help' desk (probably a breach of the Trade > Descriptions Act there) and had many hours of discussions with their > South African call centre. These guys are not technical in any sense of > the word and just run a screen-based question and answer script, which > usually starts off asking which version of Windows you are running. If > you get lucky and batter them into submission, they sometimes pass you > on to the second-level tech support group, who are based in the UK and > who seem to know what they are talking about. > > After a month of trying, I eventually got a second-level guy who > identified that the problem was at my local exchange. Apparently, when > the switch-over was made from Pipex, they mistakenly connected me to a > speed-limited BT line instead of the TalkTalk equipment. This meant that > TalkTalk Customer Service had to issue a new 'Provisioning' order to get > BT to correct the fault. After another two weeks, nothing had happened > so I fought my way back to Customer Service and was told that, yes, they > had issued not one, but two Provisioning orders, but for some reason > these were rejected by TalkTalk's own system and never made it to BT. A > third order was raised and I was guaranteed (by a manager no less) that > within ten days, all my worries would be over. It didn't happen. > > So then I got hold of an email address for Colin Dunstone, the CEO of > CarPhone Warehouse, TalkTalk's owners. I wrote to him explaining what > had happened and asking for an immediate solution. I got an automated > reply. This told me that the Executive Support Team was on the case and > that they would resolve my problem within four days, failing which they > would contact me with an update on progress. Five days later I got > another automated email saying exactly the same thing. > > At that point I contacted Consumer Direct and asked what action I could > take against TalkTalk to get them to provide the service I am paying > for. They advised sending a recorded delivery letter, requiring TalkTalk > to sort out the problem within ten days, failing which I should make a > formal complaint to OTELO (the Ombudsman). I followed their advice and > wrote at the beginning of the week. So far I've had no response. > > With Christmas coming up, I probably won't get to contact the Ombudsman > until the New Year, but quite honestly I really don't want to give > TalkTalk any more of my money or business. As far as I'm concerned, they > are in breach of contract and I should be able to walk away from them. > However, with fifteen months still to run on the agreement, they will > probably not want to let me go. So what I'm wondering is if anyone has > experienced similar problems with TalkTalk (or any other ISP) and knows > if it's possible to terminate a contract in these circumstances. > > Sorry for the long boring diatribe. But I do feel better now. > > Dave > > > > _______________________________________________ > Peterboro mailing list > [email protected] > https://mailman.lug.org.uk/mailman/listinfo/peterboro >
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