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kerrie's complaint against TalkTalk
[RESPONDED] No Internet Provided
Complaint against TalkTalk
I signed up with Talk Talk in May 2018 i was receiving Fast Broadband and having no problems at all, then i informed them of my move of address which was due to happen Jan 2019 telling them i would like to stay with them they said they would make the switch on as quick as possible. I was originally paying £27 per month and was told because they are unable to provide me Fast Broadband my payments would be £11 something per month. I moved and they made the connection a couple of weeks later, all seemed to be going fine and the first months payment was taken then into my second month at new address payment changed to £20 something and then i noticed web pages were really slow to load when using the laptop i didn't let this bother me until i was constantly getting "You are not connected to the internet" on the tv, then i was resorted to having no choice but to use my mobile data. My first contact with Talk Talk was through live chat the first one didn't go so well as i don't think he understood me when i said please give me a few minutes because i've got mobility issues, after completing the task he wanted me to do he had ended the chat ! The second one live chat again, he ran a few checks altered something on the router and things seemed to be working. He transferred me to another person due to me saying i wanted to leave and i was told i had to give them 30 days to resolve the problem otherwise i would have a fee to pay. The very next day i had to make contact twice with less than 30 minutes between phone calls, I asked for someone to be sent out and was told they can not do this until checks have been carried out at their end first so i said as you can see from the live chats checks have been carried out on more than one occasion over the last two days, but i let them do the checks again this included the router and this time clearing the cache on my laptop after this come 10pm the tv was showing "You are connected" I ended the call and managed approx 15 mins of Eastenders before having to ring them yet again with yet again the exact same problem no internet ! This time i asked how much i would incur if i found it too much to continue to ring them everyday until the end of April and was told £211. I have a disability and can not leave the house without help of another so i rely on the internet but at the moment all i am doing is paying for something i am not receiving.
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Mark Davies | | VERIFIED