Don’t talk to me about TalkTalk
Working from home, my broadband is one of the most important services I receive. When we were due to move to the house I contacted our landlord and he said that he was with TalkTalk and they were great. So I signed up with TalkTalk and our service went live on the 24th July 2017. This was just in time for me to start work on the Monday. What I realise now is that the term ‘service’ is subjective.
By the 6th August I was unhappy with the service I was getting. My internet regularly dropped out and when it wasn’t dropping out it was so slow as to be glacial. I had visions of listening to the buzz and beep of a modem, which I swear would have been quicker. I contacted them to complain. The went through the usual ‘turn the router off and on again’, ‘bounce the router with the reset button’, ‘I will run a check from our end’. After an hour phone call they decided they would send an engineer out. Hurrah!
On the 11th August I phoned them again, ‘Oi, where’s my engineer?’ ‘Geoff’ (in the Indian call centre) explained that on the 6th August 2017, they had a service upgrade and as a result the engineer wasn’t booked, he apologised…did you get a whiff of bull shit? I certainly did. He booked me an engineer for the 15th August between 9 and 12noon. On the 15th August at approximately 9.30am I was working on a report via VPN when my internet service went down. For F&*%s sake! I yelled, I had just lost everything I was working on. Ten minutes later a young engineer knocked on the door explaining he was from TalkTalk. “Did you just knock off my internet?” I asked “no” he lied, I’ve just come straight here. He did a few tests then stated it wasn’t TalkTalks issue but BT’s exchange and therefore a BT engineer would need to come out. He rang the engineer then and asked them to book me an appointment and call me back.
Seven days later I haven’t heard a thing and I am limping through on my broadband. I rang them again and spoke to ‘Sarah’ I explained that I was supposed to be getting a BT engineer call out, but hadn’t had it confirm yet. She obviously had to take me through security and after 10 minutes of questions ‘what did you eat for lunch on 3rd September 2012’ and ‘what was your inside leg measurement when you were 12 years old?’ She said she would take a look at my file. The internet then went down (which supports my Vodafone booster as service is terrible around here) and I got cut off.
I rang back.
I spoke to ‘Ofwie’ (thats what it sounded like she said) who had to take me through security again. After another 10 minutes and my phone pinging in my ear that I had a voicemail message, Ofwie couldn’t help me because my file was locked by ‘Sarah’. Ofwie doesn’t know who Sarah is so I will have to call back and hopefully get through to Sarah?!?! after throwing my phone across the room, I dialled voicemail to receive a message from ‘Sarah’ stating we had got cut off and I need to phone back and speak to the helpdesk.
I gave up.
I sent an email.
I could go on and on with the catalogue of woes, of speaking with Indian call centres with people who have bizarre English names, going through security 100 times and repeating myself over and over and over. Each time I ring the operative on the end of the phone has to read my file which is getting longer by the day.
By this point I have two incident numbers and one bar on my wi-fi. I have spent this evening on hold for 31 minutes, 18 minutes and 15 minutes respectively. I finally called cancellations and told them what they could do with their internet. And trust me, the sun don’t shine there.
Mrs Cancellation explained that I would have to pay a £262.43 early termination fee. I told Mrs Cancellation that there has been a repudiatory breach of our contract by TalkTalks lack of performance. Therefore I am exercising my right to terminate performance of the contract. I will be cancelling my direct debit and they can invoice me for the final month and I will send them a cheque.
So TalkTalk terminates on the 17th November 2017 and I wait with baited breath the threatening letters which are an inevitability. It may even go as far as Court. I have written them a full and frank letter explaining why I was cancelling and giving them a full timeline of events together with the ridiculous circular conversations I have had with their woefully under trained staff. I believe that three months is enough time in which to resolve the issue and I am fully prepared for battle.