I was hoping that it wouldn't have to come to this but after numerous useless phone calls and automated e-mail replies I feel I am left with only one option and that is to reiterate my whole story here in the hope that someone will actually listen!
It is regarding my recent house move. I am sure you have all or most of the details logged at your end so I will only give you a brief reiteration of the events:
I called to make arrangements for the house move.
The next day I got sent an SMS with a cancellation code, even though I hadn’t cancelled the order.
I called TalkTalk again, explained what the situation was and re-arranged for the house move.
I get another message the following day, with a cancellation code which I hadn’t asked for…
The re-arrangement and automated cancellation happens several times until TalkTalk realise what is wrong with their system and sort it out, I am told I cannot get fibre at the new place just yet but will be able to once broadband gets sorted out
.
Meanwhile with all the unprompted cancellations, I lose my place in the queue so my house move has to be re-scheduled. Internet connection is pretty much vital to my household, so I end up paying an extra two weeks rent at another accommodation in order to be able to connect from there.
Finally the big day arrives and we are about to get broadband at our place, I take the afternoon off for the technician to install the new line. The new line gets installed and goes live and… no internet.
I call TalkTalk again after 48hours of no internet (was told by the tech that it can take up to 24 hours for the internet connection to go live). We go through several checks and I get told I need yet another home visit a week later for another tech to come along; another week of having to cope with no internet at my house. I book a morning off work.
The technician gets there today, goes through pretty much the same check I went through again to tell me that yes, indeed, I do not have internet connection at my property. Another appointment has to be re scheduled the following Friday… another afternoon I have to take off work…
So in summary, the “free and easy” house move has tallied the following cost (and counting):
- 3 half-days off work: £288
- 2 weeks additional rent I would not have otherwise needed: £300
- Roughly 2.5hrs of communication with customer service (over the
phone or via chat): £ 60
- Inability for multiple people to work from home: £ undefined
- Additional travel money, increased mobile data usage for multiple people: £ undefined
- Stress frustration and unimaginable inconvenience for multiple people: £ undefined
All in all I estimate the whole adventure will have cost us about £1000.
What do I get back?
Acheck for £5.35. I hope this is a joke!
I look forward to hearing back from you soon.
Best regards,
David Vella.