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TalkTalk about about bad service

Listening to the on-hold music at Onetel TalkTalk’s call centre for 45 minutes without any response left me ready to take the advice of the refrain which was along the lines of, “We have to get together because the revolution is coming.” After three days without broadband, it can’t come quickly enough.

Who is prepared to join me in forcing Charles Dunstone (chief exectuive of Carphone Warehouse which owns Ontel TalkTalk) into the tumbrel and pulling it to the guillotine?

Their phone line has been giving pre-recorded assurances that broadband services were working normally and it was not until late on Saturday that I was able to get through to a human who admitted there was a problem.

At another point during the weekend there was an announcement that no one was available and please call back during office hours. Is that office hours in India or the UK?

This morning I was told the problem continued and they hoped, but could not promise, it would be resolved today. I had already been told that the connection at my London flat was working so I had no alternative but to come to town earlier than planned.

I started using Onetel when it was owned by Centrica and had no difficulties. After the take-over by Carphone Warehouse things seemed to running more or less as they had been. I extended the services I buy from them sticking to Onetel because it was cheaper than the “free” TalkTalk broadband. But as Onetel has become increasingly integrated into TalkTalk the quality of service has declined.

Charles Dunstone seems to be just about as committed to blogging as he is to customer service. At the start his blog promises all the latest updates on the free broadband service. The most recent entry was on December 23.

By comparison leaving customers without internet access for three days with no explanation must seem to him to be pretty good. I will be moving my two broadband/phone lines and two mobiles to another supplier as soon as I can.

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  1. Mary says

    One evening about 2 years ago I was soaking in a hot bath when the doorbell rang.

    Struggling downstairs in a towel, dripping shampoo, I opened the door to a suited young TalkTalk salesman (with no prior appointment) who was affronted that I didn’t want to talk to him at that precise moment. (He was rude and arrogant.)

    That ought to have warned me, but time is a great healer and about 6 months later I signed on for an 18 month Talktalk package.

    Thankfully this travesty of a service contract is about to come to an end…here comes the hard bit…GETTING RID OF TALKTALK!!!

    How to get them off my BT line?

    You’d think it would be easy to find out their proceedure for this…but no!

    After having my emails to Talktalk ignored and so having to wait on the phone for ages every time, I have been now told at least 3 different ways to do this (all incorrect) by their customer service reps, culminating in a one hour and ten minute conversation with their ‘cancellation department’ in which their rep. in India told me that unless I told her who my proposed new provider would be she wouldn’t help me! (my new provider is my business, not Talktalk’s!) She also claimed (wrongly) that Talktalk now own my line and that it could be disconnected! (It is in fact only rented from BT by Talktalk.)

    So this is how it looks from where I’m sitting: Talktalk will send a rep. to my very front door (even when I haven’t asked for this kind attention!) if they want to SELL me their service, but when I want to go back to my previous provider at the end of my contract not only do they not have a simple way for the customer to do this, they seem to have the intention of making this DIFFICULT TO DO.

    Surely some ethical standards should apply here? Is this sort of thing really happening?

    Anyway, my advice is: IF YOU DON’T WANT TO HAVE TIME AND TEMPER-WASTING DIFFICULTY GETTING OUT OF A TALKTALK CONTRACT, DON’T GET INTO IT IN THE FIRST PLACE.

  2. Geoff says

    I moved house in May and still have problems with TalkTalk in September. I’ve called and called till blue in the face. I’ve been hung up on, transferred between department and even transferred to BBC Radio 2 from within TalkTalk. I don’t know what they are playing at but I’m going to cancel my direct debits and let them contact me (they may find me hard to contact).

  3. The Daily Novel » Blog Archive » No talk at TalkTalk says

    […] to yesterday’s blog from my fellow blogger Andrew Grant Adamson Onetel’s TalkTalk broadband now owned by Carphone […]

  4. Mick Wood says

    I have exactly the same problem – no broadband access since Saturday (31/03/07), and nobody on the support line who sounds like they know what’s going on, nor how long this is going to take. I too will be looking for an alternative ISP.

  5. The Daily Novel says

    According to yesterday’s blog from my fellow blogger Andrew Grant Adamson Onetel’s TalkTalk broadband now owned by Carphone Warehouse has left its customers without service for three days on the trot. Nothing can be more frustrating for the blogger. It is quite as bad as those

  6. Best of the journalism blogs says

    d really missed Tim Porter the last year. He had all but stopped blogging at First Draft as book work took precedent. But, it’s good to see him not only blogging again but also releasing his book… TalkTalk about about bad service Listening to the on-hold music at Onetel TalkTalk’s call centre for 45 minutes without any response left me ready to take the advice of the refrain which was along the lines of, “We have to get tog…