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TalkTalk - Disconnected my service, will not restore, having to use slower package for same price. Ongoing Complaint

@meritez
Thank you for the advice. I have put in the postcode of my neighbour directly across the street who's postcode is ever-so-slightly different and have attached a screenshot of the results. I believe FTTP is available for them.

I'm unsure of how to log an Ofcom/Cicas(?) complaint but at my next free moment I will do so, should I tell the complaints manager that I am logging these complaints?

@matseffect
The plot has slightly thickened. I have managed to get a photo of the fibre splitter on the wall outside my house, I unfortunately forgot to take a photo of the one in my living room, I can do this when next home, I have invoices from TalkTalk which shows the FTTP 150 package and my address, along with my now disconnected FTTP service with my account number visible as a screenshot on the MyAccount webpage.

One of the forum staff who has been neglecting my posts did actually confirm that I had FTTP from October 2021 and November 2022, so they will admit that much. What is interesting is that my contract was for 18 months and the MyAccount page does say the contract should end in April 2023. Which confirms it was terminated early by TalkTalk.

I have attached a link the full forum posts documenting my struggles here:

TalkTalk Forum Link


@clivejo
Thanks so much for the suggestion, this sounds like exactly what I am looking for. I think I will attach an email with a folder of all evidence (pictures of devices, invoices, account screenshots, screenshot of staff member confirming I had FTTP) and do what you say. Getting them to admit fault seems impossible. One issue may be that I signed a new contact on the slower 65mbps FTTC, however I could argue this was my only option to continue working from home and I needed it up and running ASAP, which is true. I had no real alternative.

I will send the email most likely Monday/Tuesday. Just to confirm:

  • Submit all evidence.
  • Ask for previous, working service to be re-instated
  • IF they cannot do this, ask for deadlock letter (will this affect my current FTTC connection)?
  • Decline the 3 month compensation (I'm unsure how they will proceed if I decline, if they consider the complaint closed as I refused a resolution)?

I would once again like to thank you all for the invaluable help thus far, I really do appreciate it and it's good to have people so helpful guide me through what is an incredibly frustrating struggle.

They won't close the complaint if you decline their offer, they might make a better offer, but they can also issue a letter of deadlock at that stage themselves basically saying this is their final offer and you would have to take it to the 3rd party disputes resolution.

Only thing I would say about deadlock and going to 3rd party resolutions is they are unlikely to be able to help with getting you FTTP back. If talk talks systems say you can't have it they can't force them otherwise they will instead look at the whole journey and decide if the offer they made you is fair.

They might tell talk talk to give you more but I have also heard stories where it went the other way and the person complaining got a lot less than what the ISP was offering before the deadlock (it was a silly complaint though in that case).

You can complain to OFCOM at any time its unrelated to your complaint with talk talk, though OFCOM don't deal with individual complaints as that's not their role, they take note of it and if they got say 100 people complain about the same issue they would look into it. But any complaint to OFCOM is bad for the ISP so tell them you intend to do it.

I would maybe not accept or decline at this stage but send the evidence and see if you can get to the bottom of why you had it before and can't now. To me its sounds like a system error that could be easily fixed once someone actually looks.
 
Hi Team!

Bit of a rushed post as I am in and out the door. Sorry.

Attached below are two screenshots of my most recent communication with the TalkTalk Complaints manager. They did phone me around 2 hours before their response and when I told them I cannot focus on the phone they seemed a bit angry.

Anyway, FTTP1 is my most recent email to TalkTalk asking for my service to be reinstated along with evidence I did in-fact have FTTP.

FTTP2 is the response I have received. I'm unsure if requesting a home move, then cancelling it requires the same package to be re-ordered at my original address? That is what the email claims. The blame seems to be shifted to CityFibre who may have some input here? As postcode checkers still see FTTP as unavailable for myself. I'm unsure if there is any point in contacting CityFibre and explaining the situation and if there's anything they can do?

The manager does say they can terminate my current contract and waive any fees, which I did ask for. I have around 17 months remaining, I think their email implies I can leave freely and will not incur the outstanding months or any surprise fees?

As for moving to a new provider, I have had a very quick look. I believe some are able to automatically switch me over whilst I still have an active line with TalkTalk? I'm hoping for as little downtime as possible.


EDIT:
Just as an added update. Vodafone seem to think I can receive 1gbps at my current address. I'm wondering if I should get this setup, confirm it's working then leave TalkTalk?
 

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Hi all,

Another quick update.

After the most recent email where TalkTalk seem to blame CityFibre, I have contacted CityFibre via their email ticketing system with a brief explanation of what's happened.

They responded confirming my address is capable of a FTTP connection, along with a postcode checking tool on their website, where TalkTalk are one of the few ISP's who can supply the address.

I'm unsure what to do with this information. I will be mentioning this in my email response to TalkTalk, I just cannot understand why they are still unable to connect me when CityFibre now appear to say the line is functional?
 
I have been sent the address... how weird?

From what I see, not only do CityFibre say it's serviceable, but they say it's already been connected in the MDU.

On the bright side, you're not in an exclusive area, have you tried placing an order with any of the other ISPs in the area? Maybe it's easier to just bail with TalkTalk. Giganet/Zen/Vodafone are all in that area
 
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To open a compliant with them, you need to have fully exhausted the TalkTalk dreadful complaint process and receive a deadlock letter. That's why the mere asking for one might light a match under someone's backside at TalkTalk to take ownship of it and get a resolution.
+1 , no deadlock letter and Ofcom will bounce it straight back. So firmly ask for one, that tells talktalk they will be spending money as they have to fund the arbitration.
 
Thank you all so much for replies, special thanks to Meritez and Msh for their Cityfibre support.

I'm leaving until late Monday night. However, during this time I'll think of my next TalkTalk email. I think I'm going to plainly ask how much more evidence they need before they will confirm I had fibre/admit fault, the language in their most recent email is rather annoying "if you had this service".

I will tell them I have been in touch with CityFibre, ask once again why I cannot be reconnected and push for the deadlock letter which I had forgotten about.

I do intend to leave this contract however, if I am given a deadlock letter does this mean their offer to release me early will no longer be an option?
 
I do intend to leave this contract however, if I am given a deadlock letter does this mean their offer to release me early will no longer be an option?

I think you still have x number of days to accept that as their final offer once you get the deadlock. Assuming that is their final offer. In theory they can withdraw that and say actually we don't offer you anything or or final offer is "£x" etc etc. That's very unlikely though and would not look good in the eyes of the third party disputes resolution.

However once you start the process with the third party disputes resolution it will all be down to what they say and tell talk talk to do. They are unlikely to withdraw that as part of the resolution but you never know.
 
Hi all,

Back again with what is probably one of a handful of final updates.

@matseffect
Thanks for the info! Based on my most recent communication with TalkTalk it seems as though they are sticking with a contract cancellation which is probably what I will go for.

I did receive an automated(?) letter a few days ago in the post saying it's been 8 weeks since I opened this complaint and I am now eligible to contact CISAS. I'm yet to read it fully, is this the deadlock letter?

@Interested
Thank you for the advice, I actually started my very first email with the CEO CC'd in which is why I believe they took it a bit more serious and stopped trying to phone me.


I've attached my most recent communication with TalkTalk below. I have asked why TalkTalk appear to be the only people who claim that FTTP is unavailable at the property, have asked once again for the service to be reinstated and requested a deadlock letter.

TalkTalk's most recent reply to the above email is also attached. It's a bit more technical this time which is good, however they claim they still cannot provide FTTP. I'm actually unsure if this is true in this case? They make no mention of the previously requested deadlock letter and instead offer a discount on my current FTTC package or early release from my contract.

I think I will go for the contract release if FTTP is truly hopeless here. However, I also wish to make complaints to both OfCom and CISAS. Do I request the deadlock letter once again and ignore the resolution choices of contract release and discounted bill?


-
BringBackDialUp
 

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Basically once a complaint is open for a certain number of weeks (can't remember how many) all isp's are required to send that letter and give you that option.
 
Did you try what msh suggested and seeing if you're able to order with zen/giganet etc?
 
I think at this point move to another Cityfibre ISP, its good we got to the bottom of the mystery and it was a CF FTTP connection not Openreach.
 
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