Network management Toolkit

Story: Carphone Warehouse freebie broadband stumbles

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This is the message that I sent to TalkTalk Customer Service on 7 August and copied to C harlie Dunstone CEO. To date, these cowboys have not given me any response. I'm likely to return to BT after two years with TalkTalk.

"Still no response to my previous messages to TalkTalk Customer Services in the last two weeks (no surprise, unfortunately!) Two messages were sent using the TalkTalk online service and the other being the e-mail sent last Wednesday 2 August (see at the end of this message).
Since I sent that message, I have received further confirmation of just how appalling the customer service at TalkTalk has become in recent weeks. I finally got through on your Customer Services number last Thursday 3rd August, after 4 days of trying involving dozens of calls. I spoke to a customer services adviser based somewhere on the Indian sub-continent who took an inordinately long time to get to grips with my issues and constantly put me on hold to speak to a supervisor.
When I demanded information on when my Broadband connection would ever be upgraded to meet the minimum 2Mbps available at my local exchange, he chose to simply lie to me and told me to call 0800 049 0049, where someone would talk me through the process of upgrading my Broadband connection on my PC. As I discovered when I called, this number was simply the Carphone Warehouse general enquiries number. To say that I was furious with having been lied to in this fashion is an understatement! I want some action taken against this employee and I want it confirmed to me that action has been taken.
Later on Thursday 3rd August, I called TalkTalk Customer Services again and finally got through after about 6 attempts to an adviser called Praneeta. I made it plain that I did not want to be transferred to anybody else as I had no confidence in the ability of TalkTalk to do that professionally, given my earlier experience,. After being put on hold many times, Praneeta eventually gave me the information that I have been seeking for the last few weeks, although it remains to be seen if I have actualy been given truthful and accurate information or if I have simply been lied to again. I asked that a note be put on my account confirming what she had told me.
Praneeta guaranteed that my current Broadband connection would be upgraded at the local exchange within 5 working days. Today is Monday 7th which is the second working day since I was given that guarantee, That means that unless my Broadband is at least 2Mbps connection speedby close of business on Thursday, I will deem Talk Talk to be in breach of contract and I will take steps to find a reliable supplier of both Broadband and telephone service.
In the meantime, I would like a refund of my first £10 fee for my new Broadband service which I have not yet received despite it being paid to TalkTalk on 20th July by Direct Debit along with my £29.99 connection fee. Page 2 of my online order confirmation on 10 July says "Your Broadband service should activate now". If the latest information that I was given by Praneeta is correct, it will be 10th August when I receive what I ordered and paid for in terms of Broadband on 10 July, i.e a full month will have elapsed with no high speed Broadband service.

Finally, I am immensely disappointed in the service I have received from TalkTalk in the last few months. I have encouraged many people to sign up to TalkTalk since June 2004, but I am now appalled at how poor my experience has become recently. You have a chance to put things right and I hope you take it. I look forward to:
1) My Broadband connection finally achieving the minimum 2Mbps standard by Thursday 10 August.
2) A refund of my £10 High Speed Broadband fee for a service which I have not yet received.

I hope that I get at least the courtesy of a response this time. I can be called on *** during office hours.

MC"

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