In summary, after almost 3 months of endless, deeply frustrating and angst-ridden, tortuous attempts to get ANY parts of the service I signed up for to be available and to work, to date I have the following miserable outcome:1.A line which typically provides barely 2mb/sec broadband speed (rather than minimum 15mb/sec promised, which it has never come even remotely close to reaching).2. Re: Talktalk8th November, 2017To whom it may concern: Complaint reference number 1-000004-952537-0I now wish to assert my right to cancel my contract with Talk Talk with immediate effect.
– thus we have had no ability to receive any of the channels nor services expected since the middle of August.5.
As consequence of the above, we have had no ability to record TV programmes, pause them, or stream them, etc.6.
Would you not have been better actually solving the problems during those eight week rather than sitting on your hands simply waiting to be able to write to tell me that I can now officially complain!
The facts are that all broadband providers (such as yourselves) are signed up to an Alternative Dispute Resolution (ADR) scheme, who will step in and resolve issues.
Taking things forward from here: Although it is on your internal records and CRM systems that I had already been in contact to complain from the 17th August (the day following “activation” of service, my ongoing complaints were first finally “officially” registered by you on 30th Aug 2017.
Bizarrely, the consequence of you knowing this official complaint date since all those weeks ago has NOT been that in the following eight long weeks your organisation actually managed (or even realistically attempted) to resolve any of the problems, but instead, that whilst Talktalk itself has singularly failed to contact me to attempt to resolve any of the numerous issues and complaints above (and despite promises verbally in an livechats which I have full transcripts of), your organisation has now sent me a letter pointing out that since you are aware that you have failed to take any successful actions to resolve any of my issues for over 8 weeks, I am now able to complain officially via the Ombudsman/CISAS!
I have constantly had a family in various states of distress and anger for nearly three months due such things as: the internet/broadband/wifi “dropping constantly” which impacts numerous important things in domestic (and even work) life, such as: work from home )become impossible), personal use of internet (utterly unreliable), use of internet by children for X-box and other such things (half way through online games they are disconnected and have numerous times ended up in tears), the lack of set top box for digital channels (and also, crucially, for recording, pause, rewind, playback etc.), and lack of Sky Sports for my young son (before being persuaded to move to Talktalk by your organisation’s multiple false promises we had Sky operating perfectly for 3 years, and Sky Sport was a key “icing on the cake” reason to move to move to Talktalk).
In summary, the decision to move from Sky to Talktalk has turned out to be the single worst decision I have ever made in 30 years of dealing with suppliers of services to my home.
So, why have things reached this stage: The salient facts are these, which can and will be supported with extensive notes on telephone calls and livechats I have made in order to complain (including times, dates, and in several cases accompanied by full transcripts of the livechats with members of your organisation): Despite almost 3 months of numerous and horrendously time consuming attempts to get ANY of the THREE parts of the service I signed up to (with accompanying expected high service levels which I could reasonably be entitled to expect to receive from a supplier such as yourselves), I still have NONE of them as promised.
Furthermore, despite my most determined and relentless efforts, it has proved impossible to fathom a way through your labyrinthine complaints procedures, escalations procedures, different departments and different stories (some would say “outright lies”) which I have been given by numerous members of your organization.
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