SAYNOTO0870.COM - CPS Service slammed by Onetel

Smasher

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CPS Service slammed by Onetel
Sep 3^rd, 2005 at 10:01am

I got a bill this morning from Onetel advising me that I was going to be charged £2.71 for this month's bill.

However, I was with TalkTalk and thought I still was until today. I had signed up to go back to Onetel but when I found out that TalkTalk were extending their free evening and weekend calls for another year, I decided to cancel it. I cancelled within the 10 day cooling off period, first by phoning and then a confirmation by email. I received this reply from Onetel:

Quote:

Thank you for your recent e-mail.

We would like to confirm that the Select order in question has been cancelled and therefore your calls will not be transferred to Onetel. This request will also be confirmed in writing in the next few days.

We'd appreciate any feedback as to why you have chosen to disconnect this service, as we believe the service offers significant benefits to our customers. We take this opportunity to remind you that our calling plans are only available to residential customers using Onetel as their sole calls provider via either a Phone.Pal or Select.

If you require any further assistance, please do not hesitate to contact us, our E-mail Team would be happy to help. Alternatively you can visit our Virtual Customer Service Centre.

Thank you for choosing One.Tel.

Regards,

But they have still switched me over and TalkTalk say that I am now no longer with them. I didn't even receive a letter from TalkTalk saying that I was being switched away, so should I also hold them responsible for this?

I cancelled the Onertel Direct Debit a long time ago, at the same time I phoned them to cancel it. However, it turns out that I have been registered through a "sister company" which also happens to be called Onetel but is also called Telco Global... ??? and their only phone number is 0870 794 1444 Angry

. Also to help things, Onetel's system is currently 'being updated' so they can't access my account at all.

Can I complain to OFCOM about this because it is a breach of the contract. What should my next move be?

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« Last Edit: Sep 22^nd, 2005 at 10:39am by Smasher »

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MrPSTN

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Re: Onetel switched me without permission!
Reply #1 - Sep 3^rd, 2005 at 1:41pm

One option could be:

Cancel any new direct debits your have setup with one-tel or Telco Global . Do nothing with One-Tel leave them to sort out their own mess, except use their virtual customer service centre to advise them cancelled your order during the 10 day cool off period including posting their own letter back to them! & at the same moment apply to switch back to Talktalk.

With no income stream (££££) from you One-Tel would in all probability want to dump you as a customer quite quick!

Also ask for a non 0870 number at the same time!

for a point of clarification whilst on one-tel CPS can you access other indirect operators via their level 1 codes (18866, 1899, 18185 etc etc)

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« Last Edit: Sep 3^rd, 2005 at 1:41pm by MrPSTN »

MrPSTN

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nutellajunkie

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Re: Onetel switched me without permission!
Reply #2 - Sep 10^th, 2005 at 11:38pm

Quote:

One option could be:

With no income stream (££££) from you One-Tel would in all probability want to dump you as a customer quite quick!

Also ask for a non 0870 number at the same time!

for a point of clarification whilst on one-tel CPS can you access other indirect operators via their level 1 codes (18866, 1899, 18185 etc etc)

Why would they "dump" him as a customer just because he doesnt use the service?

Ask for a non-0870? Jolly good idea, there must be a site on the internet for information like this?!

And if you care to read the T&C you will notice they specify that you cannot use any other indirect operators, IF, you have a hardwired line with onetel (who just happen to be tw@s anyways)

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my patter and bletherings.

Call 0800/0808/0500 with no credit! True unlimited talk/text/data. PM for recipe.

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Smasher Senior Member Offline Posts: 346 UK	Re: Onetel switched me without permission! Reply #3 - Sep 11^th, 2005 at 10:08am Their non-0870 number is posted on our database under Telco Global. This will need to be changed to say 'Onetel' at some point. I'm going back to TalkTalk on 19th Sept. and Onetel have agreed to cover the call costs till then, seeing as they are a bunch of muppets.
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moaninmick Newbie Offline Posts: 1	Re: Onetel switched me without permission! Reply #4 - Sep 11^th, 2005 at 2:53pm My talk talk plan with free evening and weekend calls has come to an end. How did you get yours extended?
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dorf

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Re: Onetel switched me without permission!
Reply #5 - Sep 11^th, 2005 at 8:53pm

My TalkTalk 1 yr plan runs out at the end of this month also. I am considering migrating to Just Dial Saver since I feel their offer is better anyway. However I am still looking for a combined Broadband/talk deal, but haven't found one yet at a price which is competitive for the two. I have to migrate from my present broadband isp also because they are increasing my monthly charge by 39.5% wef next month. I feel that is too steep an increase and their service has also been less reliable and the speed dipping increasingly frequently to dial-up rates.

From what I have been able to find the best deal with free migration for 512k unlimited is now £14.99 per month. With the the Just Dial Saver deal that gives 512k broadband and the call package which I want for a total of £14.99. I can't find any combined deal for less than £19.99 per month.) Can anyone better the £14.99?

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« Last Edit: Sep 11^th, 2005 at 9:38pm by dorf »

Ofcom are completely ineffectual

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Smasher

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Re: Onetel switched me without permission!
Reply #6 - Sep 19^th, 2005 at 1:06pm

Quote:

TalkTalk never send these letters but always pretend it is a mistake if anyone complains. Because Ofcom are such a totally useless and spineless regulator abusers like TalkTalk are allowed to get away with serial flouting of the regulations so long as they always pretend what they have done is a mistake when anyone challenges them.

I was with TalkTalk and due to a "misunderstanding" with Tiscali about closing my account with them they initiated a request to transfer my CPS to them from TalkTalk which went through. But neithe Tiscali or TalkTalk sent the required letters notifying me of the service being moved. The first I knew was when I got a bill from Tiscali.

So all these telcos ride roughshod over Ofcom and because Ofcom is notorious for never fining or closing down an errant telco they have about as much respect for Ofcom as the average delinquent schoolchild does for a weak teacher.

I'm carrying this into the proper thread as the other one is veering off-topic (my fault, sorry Embarrassed

).

TalkTalk aren't too sure when my calls will go through them and their managers are in a meeting and as usual I have been asked to call back in "a few days". All they seem interested in is shifting the blame to someone else Angry

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Smasher

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Re: CPS Service slammed by Onetel
Reply #7 - Sep 22^nd, 2005 at 11:48am

Just got off the phone from TalkTalk who don't seem very fussed about me making acomplaint to OfCOM; I don't blame them - why would they? If I do make a complaint to the most ineffective regulator in existence, there won't be any action taken. The Manager at TalkTalk just didn't care when OfCOM was mentioned, whereas Onetel really pulled themselves together and referred me to the MD's Team when I mentioned it.

TalkTalk have said that a 'system error' was the reason a letter wasn't sent to say that we were being disconnected by them. Strange, that's what happened last time we left them - no letter sent, then when I spoke to the call centre, "Sorry, it must have been a computer error". Looks like a cover up to me.

"A letter should be sent to the customer by the losing company and the gaining company" - this is an OFCOM rule but I can't quote from their website as it is not responding at the moment.

If I do inform OFCOM about this open flouting of their rules, what action can be expected, if any? All that happened last time I went to the "OfCOM Contact Centre" to complain about Onetel 'slamming' my services, was that I was given a reference number and told that nothing would happen as a result of my complaint but that I should rest easy as I am helping the telecoms industry in general, and that they may look into it if enough people complain about the same problem from the same company. I'm only interested in TalkTalk being reprimanded for openly flouting OfCOM rules, but how likely is that, realistically? Roll Eyes

UPDATE

Just received a call from a manager at TalkTalk who said the reason the disconnection letter wasn't sent out was that BT didn't notify them that we were leaving and in effect, our service was just disconnected from them without their knowledge. Not sure whether this is true, but surely they would have noticed when our service was removed from them?

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NonGeographicalMan

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Re: CPS Service slammed by Onetel
Reply #8 - Sep 24^th, 2005 at 7:54pm

Quote:

All that happened last time I went to the "OfCOM Contact Centre" to complain about Onetel 'slamming' my services, was that I was given a reference number and told that nothing would happen as a result of my complaint but that I should rest easy as I am helping the telecoms industry in general, and that they may look into it if enough people complain about the same problem from the same company.

The Ofcom Contact Centre are utterly useless and have a quite shameful disrespect for the general public who pay for their existence and who they are supposed to be there to serve. The Ofcom Contact Centre management have cynically trained their staff to tell a bare faced lie to almost every member of the public that calls that unfortunately you are the only person who has ever called them about that issue and that Ofcom doesn't have jurisdiction in that area and/or doesn't have the resources to investigate every complaint.

Strangely when one escalates matters outside the Ofcom Contact Centre (or should that be the Ofcom Customer Abuse Centre) it always turns out that Ofcom does have the power to act on such matters if it wants to. The problem is that Ofcom generally doesn't want to do anything because the Ofcom Fat Cats still get paid their salary whether the organisation works in the public's interest or not.

I suggest you send an email to David Stewart, Director of Investigations at Ofcom who is listed in their senior staff list on their website. I emailed him to complain about Ofcom Contact Centre staff telling me 18866 not having an Alternate Dispute Resolution Procedure. He has now emailed me back to say he has added 18866's parent company (Finarea) to a list of telecoms companies he is investigating for breaching the same rule. I emailed back suggesting it was about time Ofcom imposed some big fines or closed down some errant Telcos as I had so far never heard of Ofcom doing this.

His details are:-

:: David Stewart
Director of Investigations
T: 020 7783 4173
M: 07717 536 276
david.stewart@ofcom.org.uk

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nutellajunkie Full Member Offline [GURU MEDITATION] Posts: 191 Alba Gender:	Re: CPS Service slammed by Onetel Reply #9 - Oct 2^nd, 2005 at 1:41pm What a damn good idea to fine the bitches that fail to follow the rules.. its just encouraging more and mroe money grabbing freaks onto the soil we walk on!
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jay_dog

Ex Member

Re: CPS Service slammed by Onetel
Reply #10 - Oct 19^th, 2005 at 2:20pm

This reason is one the many reasons I am so reluctant to chop and change call suppliers so many people I work with and friends and family who di not even use the web to read stories like this have told me some real horror stories.

One exmaple is a guy I work with went to onetel for the evenings and w/ends deal then come off after 6 months because of appaling billing issues and customer services now back on BT option 2 and getting a great service he is still fighting a legal issue and find out the reason On.tel are still billing him for the evenings and w/ends deal he stopped ages ago.

This would drive me mad and I am to laid back to want to bother jumping around from one provider to another all the time.

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NonGeographicalMan

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Re: CPS Service slammed by Onetel
Reply #11 - Oct 19^th, 2005 at 2:43pm

Quote:

This reason is one the many reasons I am so reluctant to chop and change call suppliers so many people I work with and friends and family who di not even use the web to read stories like this have told me some real horror stories.

One exmaple is a guy I work with went to onetel for the evenings and w/ends deal then come off after 6 months because of appaling billing issues and customer services now back on BT option 2 and getting a great service he is still fighting a legal issue and find out the reason On.tel are still billing him for the evenings and w/ends deal he stopped ages ago.

This would drive me mad and I am to laid back to want to bother jumping around from one provider to another all the time.

Its better not to use a CPS supplier and to use a service like http://www.1899.com where you can check your bill online as soon as you have made a call and can cancel the relationship at a moment's notice.

As you have to actively dial 1899 for your calls to be routed that way there is no question of calls still routing with them when you don't want to.

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Smasher Senior Member Offline Posts: 346 UK	Re: CPS Service slammed by Onetel Reply #12 - Oct 19^th, 2005 at 4:27pm I think you should refuse to pay and also email the Directors of Onetel, by going to their website and clicking Contact Us. I shed myself of all call costs simply because I persisted with refusing to pay anything. Give it a try.
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