TalkTalk landline out for five weeks
When we got back from holiday I discovered that we had no landline and duly reported this to TalkTalk the next day. There was no
response so two days later
who has three children, had been without the dishwasher for six weeks.
The machine you had your eye on turned out not to be in stock. At this point John Lewis agreed to give a voucher for £349 but by then the cost of an equivalent machine had gone up to £369.
I spoke to John Lewis again and it agreed to give a voucher for the higher amount. Unfortunately it failed to convey this to you or your daughter so that things could proceed. You learnt of it only through me. You asked me to accept a £369 cheque payable to your daughter.
After that, John Lewis said: “We were sorry to hear that the dishwasher purchased by the customer I spoke to TalkTalk again on the phone and “live chat”.
Every time we made contact, TalkTalk ran tests to confirm that we did indeed have no working phone line.
Eventually, someone from customer services rang back to say that we would be contacted within three working days with the result
in 2013 had broken and, in line with our warranty, we offered to replace it. As our policy states, if the exact model is no longer available we will offer an equivalent specification.
“In this instance the customer was unfortunately not satisfied with the equivalent model we suggested so requested an alternative model which was no longer in stock.”
Your daughter now has a cheque as she wanted. of more tests. She offered to redirect calls to my mobile. This was not done.
Two-and-a-half weeks after we had returned from holiday my wife began ringing customer services again and contacting TalkTalk online. Three weeks later we are still without a working line, although calls
been better protected had I paid by debit or credit card. On reflection I do not quite understand what you meant. Can you explain? PD, WEST MIDLANDS
If something goes wrong with goods or services that were paid for by card there may be help to be had from the card provider. The same safety nets do not apply to bank transfers or cheque payments. In those cases, as far as getting money back is concerned, if something goes wrong it is similar to having paid by cash.
Section 75 of the Consumer Credit Act makes the credit card company jointly and severally liable with the merchant where there has been breach of contract
Early on TalkTalk did check the line by talking you through a test procedure and then doing its own tests externally. The issue was supposed to be escalated to the relevant department. TalkTalk now admits that instructions about this were not picked up.
It added a call divert from the home phone to the mobile but you are in an area where coverage for mobile phones is variable.
Four days after I
or misrepresentation for a transaction worth between £100 and £30,000 made on its credit card. This is a valuable resource but the act is complicated and there are caveats.
Payments made with either a debit or credit card also have the “chargeback” option. This means that the bank or building society that provided the card may be able, within strict time limits, to challenge and reverse a transaction. Check the specific card’s terms and conditions for more on this.
There are also valuable protections under the direct debit guarantee.
If you pay a different way it may be worth considering making a money claim online. Find out more via gov.uk: search contacted TalkTalk its chief executive’s office spoke to your wife and alerted the technical team. Four days after that someone came and seven hours of tests revealed a problem at the exchange.
Even though the fault was elsewhere an engineer installed a new main socket. Only when the exchange issue was resolved was the dial tone, which had been absent before, reinstated but then the broadband, which had worked all along, went wrong.
The next day an engineer turned up and found that the extensions had not been wired up correctly by the other engineer at the new master socket. Now the broadband was back.
However, the speeds were variable. TalkTalk sent a new router and arranged a call back to check that everything was working.
A TalkTalk spokesman said: “We’d like to thank Mr Bryan for his patience while we carried out an investigation. His services are now working to his satisfaction and we’ve provided him with compensation, along with a goodwill gesture for any inconvenience caused.”
This, after you had had no phone service for nearly five weeks, was £100 in all.
for “Make a money claim online”. The Money Claims Contact Centre can be reached on 0300 123 1372.
There are various ombudsman or alternative dispute resolution services (with various levels of efficacy). See consumerombudsman.org or call Ombudsman Services on 0333 300 1620 for some of them.
The trader or provider at issue has to be registered with the relevant service for a case to be taken on.