Comments on: The case of the missing customers… http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/ News and Updates on the Community. Sat, 21 Nov 2009 10:19:22 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Shafted http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-9693 Shafted Thu, 08 Jan 2009 13:06:17 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-9693 My elderley mother had a BT land line where she pays the calls to Ontel, & has internet with Plusnet, all working very nicely for the past few years until she recently received a call from Talk Talk Sales, offering her a free wireless router. After she contacted me with what had happened, I called them back and requested their sales not to progress as I have internet already and this would disrupt it. They told me that there was no order was on the system and to call back again in a few days time. When I called back I got a cancellation reference, this turns out to be worth nothing Further calls received from talk talk worried her about sending out a welcome pack, again I called got the name of the agent and requested not to proceed with the order and they contacted my mum to verify this. This worried my mum and she wrote to her bank and informed them not to action a payment. After spending xmas away visting family she returns home to a bundle of talk talk welcome letters. I phoned and complained to talk talk nottingham callcentre who would not give me his name or pass me onto a manager. Straight after expressing my disconcern the phone line went dead along with internet. A few hours later and the line was working but the internet remained down. When dialing 151 BT to report a fault on the line a recorded message says "Welcome to Talk Talk " It appears she is no longer a BT customer and they would willing sell us a new contract but would take 11 working days with possible fees cancellation from Talk Talk and even reconnection fees. Im informed that this practice is called Slamming, a Carphonewarehouse sales agent informed me that they have been told to get everyone off ONTEL and onto a new TALK TALK contract. My elderley mother had a BT land line where she pays the calls to Ontel, & has internet with Plusnet, all working very nicely for the past few years until she recently received a call from Talk Talk Sales, offering her a free wireless router.

After she contacted me with what had happened, I called them back and requested their sales not to progress as I have internet already and this would disrupt it.

They told me that there was no order was on the system and to call back again in a few days time.
When I called back I got a cancellation reference, this turns out to be worth nothing
Further calls received from talk talk worried her about sending out a welcome pack, again I called got the name of the agent and requested not to proceed with the order and they contacted my mum to verify this.
This worried my mum and she wrote to her bank and informed them not to action a payment.

After spending xmas away visting family she returns home to a bundle of talk talk welcome letters.
I phoned and complained to talk talk nottingham callcentre who would not give me his name or pass me onto a manager. Straight after expressing my disconcern the phone line went dead along with internet.

A few hours later and the line was working but the internet remained down.
When dialing 151 BT to report a fault on the line a recorded message says "Welcome to Talk Talk "

It appears she is no longer a BT customer and they would willing sell us a new contract but would take 11 working days with possible fees cancellation from Talk Talk and even reconnection fees.

Im informed that this practice is called Slamming, a Carphonewarehouse sales agent informed me that they have been told to get everyone off ONTEL and onto a new TALK TALK contract.

]]> By: robin http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-5047 robin Wed, 23 Jul 2008 12:14:59 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-5047 I am being called 3 times a day by talk talk after calling them ans asking about their service, all I did was ask a few simple questions but I did give them my phone number. So now my wife is getting 3 calls a day now asking if I want to switch. To make matters worse it seems that I cant even get removed from their call back system when I call their sales telephone number either AND there is no one to talk to at customer service if you havent got a account with them. What makes this even worse is that they say that the follows the telephone preference service rules but I am TPS registered!! What a joke I wont be moving to them for this simple reason, if this is what they are like trying to get you as a customer then I hate to see what they are like once you are a customer! I am being called 3 times a day by talk talk after calling them ans asking about their service, all I did was ask a few simple questions but I did give them my phone number. So now my wife is getting 3 calls a day now asking if I want to switch. To make matters worse it seems that I cant even get removed from their call back system when I call their sales telephone number either AND there is no one to talk to at customer service if you havent got a account with them. What makes this even worse is that they say that the follows the telephone preference service rules but I am TPS registered!! What a joke I wont be moving to them for this simple reason, if this is what they are like trying to get you as a customer then I hate to see what they are like once you are a customer!

]]> By: tom amos http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-4906 tom amos Tue, 15 Jul 2008 14:25:17 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-4906 I too have been hijacked by talk talk.my phone was with onetel(talk talk)but my broadband was with metronet(plusnet)and i had a wireless system.tt called me out of the blue offering all sorts of goodies,i told them to post details to me,on 7/7/08 ilost m,y phonr line and my internet.this was very disturbing as i am 81 years old and suffer from a very serious chest condition(copd)and rely on my patient line for help in an emergency.i was without a phone for three days and only managed to sort it with the help of technically minded friends.then the inter net wentdown and required five hours work to restore.tt now tell me that i require their wireless router at a cost of around thirty pounds.all of this trauma waqs unsought on my part and i believe ofcom should take action. Tom I too have been hijacked by talk talk.my phone was with onetel(talk talk)but my broadband was with metronet(plusnet)and i had a wireless system.tt called me out of the blue offering all sorts of goodies,i told them to post details to me,on 7/7/08 ilost m,y phonr line and my internet.this was very disturbing as i am 81 years old and suffer from a very serious chest condition(copd)and rely on my patient line for help in an emergency.i was without a phone for three days and only managed to sort it with the help of technically minded friends.then the inter net wentdown and required five hours work to restore.tt now tell me that i require their wireless router at a cost of around thirty pounds.all of this trauma waqs unsought on my part and i believe ofcom should take action. Tom

]]> By: seered http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-886 seered Wed, 14 Nov 2007 17:50:26 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-886 Worse still; my acct vanished in this manner without my even contacting Talk Talk. Right Now its still a mystery who it was that hijacked me. It means a week without a net & a £40 penalty payable by me to BT. Yes it is called a Reactivation Fee but to me it means I am being penalised for someone else's depredations. All of which rips away confidence in the net. Of what use is top notch soft security on an account when the entire assembly can be physically diverted without the knowledge of anyone? How many times will this happen; leaving me week's & wallet's worth of trouble none of which is my doing. Surely BT or even Plusnet have some responsiblity for plugging this extreme loophole! Worse still; my acct vanished in this manner without my even contacting Talk Talk. Right Now its still a mystery who it was that hijacked me. It means a week without a net & a £40 penalty payable by me to BT. Yes it is called a Reactivation Fee but to me it means I am being penalised for someone else's depredations.

All of which rips away confidence in the net. Of what use is top notch soft security on an account when the entire assembly can be physically diverted without the knowledge of anyone? How many times will this happen; leaving me week's & wallet's worth of trouble none of which is my doing.

Surely BT or even Plusnet have some responsiblity for plugging this extreme loophole!

]]> By: PlusNet Comms Team Blog - Blog Archive » UPDATE : The case of the missing customers http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-885 PlusNet Comms Team Blog - Blog Archive » UPDATE : The case of the missing customers Tue, 03 Jul 2007 16:40:21 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-885 [...] For those that are not aware of the situation, please read my previous post about TalkTalk poaching customers here. [...] [...] For those that are not aware of the situation, please read my previous post about TalkTalk poaching customers here. [...]

]]> By: jelv http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-884 jelv Mon, 18 Jun 2007 10:01:45 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-884 I see this story has now hit the front page of TBB: http://www.thinkbroadband.com/news/3117-where-as-my-broadband-gone.html I see this story has now hit the front page of TBB:

http://www.thinkbroadband.com/news/3117-where-as-my-broadband-gone.html

]]> By: Graeme http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-883 Graeme Fri, 15 Jun 2007 13:06:51 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-883 If this is indeed happening, and it seems from the comments above and Liam's findings that it is, then it's a real shame to hear about customers suffering from this. The majority of ISPs have to work hard to stay within industry guidelines, and this is a blatant disregard by TalkTalk which reflects badly on the industry and it's practices specifically designed to protect net-user community from exactly this sort of behaviour. TalkTalk are probably big enough to take an OfCom slap on the wrist without caring. It will be the harder-working ISPs who have to find a way to help customers come back to their ISP of choice. If this is indeed happening, and it seems from the comments above and Liam's findings that it is, then it's a real shame to hear about customers suffering from this. The majority of ISPs have to work hard to stay within industry guidelines, and this is a blatant disregard by TalkTalk which reflects badly on the industry and it's practices specifically designed to protect net-user community from exactly this sort of behaviour. TalkTalk are probably big enough to take an OfCom slap on the wrist without caring. It will be the harder-working ISPs who have to find a way to help customers come back to their ISP of choice.

]]> By: SoulBriski http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-882 SoulBriski Fri, 15 Jun 2007 07:17:37 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-882 I have been a TT Line only (Option 1 + TlkWrld) customer for two years and have rejected many requests by them to take their free broadband. In late May I recieved a welcome pack informing me that I had made the right decission to take their option3 package. Since I hadn't requested it i phoned them immediately. Now, if you have ever tried to phone TT you will understand why i got so stressed out. "The order has progressed too far for us to stop it now so we cant cancel it". "But I didn't order it!" "You will have to wait until the order completes and then contact BT and ask them to take your line back but then we will charge you a £70 cessation fee" The story went on as my blood pressure rose. I telephoned OFCOM and they gave me the number of TT management team in the UK. At least they were based in England and communication was easier but at the end of the day, I am now a TT prisoner Bri I have been a TT Line only (Option 1 + TlkWrld) customer for two years and have rejected many requests by them to take their free broadband. In late May I recieved a welcome pack informing me that I had made the right decission to take their option3 package. Since I hadn't requested it i phoned them immediately. Now, if you have ever tried to phone TT you will understand why i got so stressed out.
"The order has progressed too far for us to stop it now so we cant cancel it". "But I didn't order it!" "You will have to wait until the order completes and then contact BT and ask them to take your line back but then we will charge you a £70 cessation fee" The story went on as my blood pressure rose. I telephoned OFCOM and they gave me the number of TT management team in the UK. At least they were based in England and communication was easier but at the end of the day, I am now a TT prisoner

Bri

]]> By: nurulk http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-881 nurulk Thu, 14 Jun 2007 17:09:38 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-881 Hi, Im a victim of Talk Talk's bad practices.. I specifically communicated to them that I'd like to stay with Plusnet as my ISP. What happens? They cut my internet off and move me off the BT network and therefore forcing me to use their broadband service. At no point did they have the decency to explain to me that my internet from my current ISP will stop working which I find apalling considering i had specifically mentioned that! Nurul. Hi,

Im a victim of Talk Talk's bad practices.. I specifically communicated to them that I'd like to stay with Plusnet as my ISP. What happens? They cut my internet off and move me off the BT network and therefore forcing me to use their broadband service.

At no point did they have the decency to explain to me that my internet from my current ISP will stop working which I find apalling considering i had specifically mentioned that!

Nurul.

]]> By: Liam http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/comment-page-1/#comment-880 Liam Thu, 14 Jun 2007 15:53:43 +0000 http://community.plus.net/blog/2007/06/14/the-case-of-the-missing-customers-2/#comment-880 Following making this post we've had confirmation from several other ISPs that this is affecting them too. This is really unfair-play if you ask me. Not to mention the impact this is having on customers. Following making this post we've had confirmation from several other ISPs that this is affecting them too. This is really unfair-play if you ask me. Not to mention the impact this is having on customers.

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