Phone line fault cost us £3,500

The Daily Telegraph - Your Money - - FRONT PAGE -

Our small pizza de­liv­ery business could not trade for four days partly be­cause TalkTalk placed a bar on our phone line. This in turn gave us no al­ter­na­tive but to close.

We rely mainly on tele­phone or­ders. Mes­sages claimed the num­ber was “out of ser­vice” or no longer ex­isted.

The knock-on ef­fect was dev­as­tat­ing and still is. Our sales have dropped sig­nif­i­cantly. We have been of­fered a measly £2.22 plus VAT by TalkTalk.

We are now hav­ing to spend money to dis­trib­ute leaflets and boost the business again. MS, SCOT­LAND

You’d had prob­lems with broad­band and ini­tially, when the phone stopped work­ing, you had as­sumed that the dis­rup­tion was due to bad weather.

Then your broad­band was re­stored but there were prob­lems with the phone.

When the phone

ap­peared to be work­ing again, there was a di­alling tone but you couldn’t re­ceive in­com­ing calls or make out­go­ing ones.

As you say, the knock- on ef­fect when a cus­tomer calls and hears “num­ber not recog­nised” is to think a business has stopped trad­ing.

You were even­tu­ally ad­vised that there was a bat­tery fault at the ex­change and told that a di­ver­sion would be or­gan­ised.

Then you were told there

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