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Question: Is Talk3 + International + Free Broadband really worth it?

Yes    
  5 (16.7%)
No    
  25 (83.3%)




Total votes: 30
« Created by: Smasher on: Apr 11th, 2006 at 9:36pm »

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TalkTalk Broadband + Rental + Calls + More... (Read 57,652 times)
Heinz
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #30 - Jun 23rd, 2006 at 5:40pm
 
I wanted to ask BT a question today so I phoned 0800 800 150 - and, unfortunately, got through to India.

The (very obviously) Indian female who answered gave her name as 'Svetlana' and, stifling my laughter, I asked her how on earth she got such a name.  She told me her brother had given it to her!

By this time, I was laughing so much I had to hang up.    Grin
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« Last Edit: Jun 23rd, 2006 at 8:10pm by Heinz »  

After years of ignoring govt. guidelines & RIPPING OFF Council Tax payers using 0845 numbers, Essex County Council changed to 0345 numbers on 2 November 2015
WWW  
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bbb_uk
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #31 - Jul 1st, 2006 at 11:05am
 
More news on TalkTalks very long queues (and bad customer services) for those calling them (especially on their revenue generating 0870 number) here, and below are just a few quotes:-
Quote:
The wave of complaints has been brought on by long call queues at Carphone's dedicated TalkTalk call centres, which are meant to handle all customer service issues. Carphone salesmen say that waiting times of up to 45 minutes are not uncommon, leading scores of customers to visit their local stores for help instead.
Now what I thought was funny is that despite Carphone salemen stating upto 45 mins waiting is not uncommon, TalkTalk's "official" response is:-
Quote:
'Because the demand has proved higher than even our own expectations, there are peak times when customers may have to wait to get through.' A spokeswoman said the average waiting time to get through to a call centre was five minutes.
Don't you just love the PR departments that can change any negative news and make it sound like its nothing to worry about - everything is a OK?

It also appears that there is a wait of upto 2months now for broadband and many complaints are from customers being billed twice and/or being charged for calls that should be included in their tariff:-
Quote:
New customers signing up to TalkTalk broadband will now have to wait around two months for their connection to go live.

Store staff say many customers have complained of being billed twice or having to pay for calls even though they should be included in Carphone's broadband deal. Delays in dispatching modems to waiting customers have also prompted a large number of enquiries.
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« Last Edit: Jul 1st, 2006 at 11:05am by bbb_uk »  
 
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bbb_uk
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #32 - Jul 19th, 2006 at 5:58pm
 
I noticed on a thread on MSE here that the ASA ruling on TalkTalk's advert has been announced, see here.

I haven't included the full response as it's a very long adjudication to which I don't ever remember reading such a long adjudication from ASA.
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jamesbond
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #33 - Jul 19th, 2006 at 7:26pm
 
I am currently with Onetel Broadband, however come September 16th 2006, I will ask for my MAC code and migrate to Virgin.net ( max 3MB ).  At least, it will be on a monthly contract, and the telephony with Superline with unlimited geo calls.

James Bond
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NonGeographicalMan
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #34 - Jul 19th, 2006 at 8:54pm
 
bbb_uk wrote on Jul 19th, 2006 at 5:58pm:
I noticed on a thread on MSE here that the ASA ruling on TalkTalk's advert has been announced, see here.

I haven't included the full response as it's a very long adjudication to which I don't ever remember reading such a long adjudication from ASA.


Yee-hah TalkTalk lost on almost everything and can no longer claim it is "free broadband" or "for life" (you will note the tv adverts stopped some time ago).  Good old ASA - a damn site more useful than wasters Ofcom.  I quote from the relevant paragraphs of the adjudication:-
"Issue

145 people, including competitors British Telecom, Tiscali and ntl:Telewest, complained about the advertising.  They said it was:

Point 1.  misleading to suggest that the broadband was free when it involved an 18-month contractual commitment to the Talk3 International (T3I) calls package; a connection charge of £29.99; ongoing costs of £9.99 per month plus line rental (£20.99 in total) and a disconnection fee of £70;


Complaints upheld
The ASA noted that the T3I calls package cost only £1 per month more than the next-highest-priced "T3" calls package and included some international calls.  We also accepted that customers had a choice as to whether to take broadband and that broadband was available separately, albeit for £35 a month.  We also noted that TalkTalk had relied in good faith on the CAP (Non-broadcast) Help Note on "Free" Claims for Internet Packages in order to claim the broadband element was "free".  However, we understood that CAP intended this help note to relate only to existing packages.  We did not therefore consider it applied because T3I was a brand new package.  Also, CAP (Broadcast) Help Note on "Free" claims stated "... if an extra element is added ... to form a more attractive product, the element could be described as "free" for a reasonable period as long as the original package (without the extra element) had been available beforehand at the same price, again for a reasonable period."  

We considered that, because T3I was a brand new package, and the intention was that the broadband element would always be an optional extra to that package, the broadband was, to all intents and purposes, a constituent part of the new T3I package; it was only available as an option to people who paid a connection charge to sign up and who continued to pay a monthly charge.  We considered this made broadband an intrinsic part of the new T3I calls package which made it different to "free insurance" or "buy one get one free offers".  Although we acknowledged that the price difference of T3I had not been inflated beyond that of equivalent competitor's call packages we still considered that the broadband element should not have been described as "free".

We told TalkTalk to seek CAP Copy Advice before using "free" in future non-broadcast advertising and that the claim be removed.

On this point, the TV ad breached CAP (Broadcast) TV Advertising Standards Code rules 5.1 (Misleading advertising), 5.2.1 (Evidence) and 5.2.4 (Use of free).

On this point the CD promotion and press ad breached CAP Code Clauses 3.1 (Substantiation) and 7.1 (Truthfulness).

Point 2.  It was misleading to claim broadband was "free forever"

2.  Complaints upheld


We noted that the offer was not introductory.  However, as we did not consider the broadband could be described as free (as outlined in point 1 above) we considered the claim "free forever" to be misleading.  Furthermore, even if the broadband could be described as "free" we did not consider it was possible for TalkTalk to substantiate the claim "free forever".  Inevitably, for those people who had signed up to the offer when it was advertised as "free", the broadband would become "inclusive" after a reasonable period of time because they would continue to pay £20.99 a month.  The benefit of "free" broadband would therefore stop once it became inclusive because customer's future payments would be for an "inclusive" rather than "free" aspect of what they were paying for.  

On this point, the TV ad breached CAP (Broadcast) TV Advertising Standards Code rule 5.1 (Misleading advertising).

On this point the CD promotion and press ad breached CAP Code Clause 7.1 (Truthfulness).



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« Last Edit: Jul 20th, 2006 at 9:10am by N/A »  
 
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NonGeographicalMan
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #35 - Jul 19th, 2006 at 9:04pm
 
Point 3 - Complainants said it was not sufficiently clear from the advertising that the availability of broadband was dependent on being connected to a qualifying telephone exchange and that people not connected to such an exchange would have to pay a further £10 per month for the broadband service.

Complaint Uphelds


We considered that "Subject to availability" was not sufficiently clear to highlight to consumers that the TalkTalk broadband service was only available without an extra charge to homes that were connected to an exchange which TalkTalk had (or proposed to) "unbundle".  We considered that "Subject to availability" was ambiguous and could have been interpreted by consumers to mean that availability was limited, or that it was dependent on technical issues outside of TalkTalk's control.  Furthermore the CD Promotion only referred to the availability of the 8 Meg download speed, not the broadband service in general.  We welcomed the proposed changes TalkTalk planned to make and we told them to seek CAP Copy Advice on how best to explain the availability of their service in their non-broadcast advertising.

On this point, the TV ad breached CAP (Broadcast) TV Advertising Standards Code rules 5.1 (Misleading advertising) and 5.2.3 (Qualifications).

On this point the CD promotion and press ad breached CAP Code Clause 7.1 (Truthfulness) and 30.2 (Availability).


Point 4  -  The ASA (but seemingly not the other 100+ complainants) also challenged whether it should have been made clear in the ads that a delay of around 10 weeks would apply before people would receive broadband.

Complaint Not upheld

We accepted that the delays were partly caused by exceptional demand for the service.  We considered it would have been extremely difficult to accurately measure the likely response to the offer.  We noted that most broadband services took some time to set up and people would therefore expect a delay of some kind, although not usually as long as 10 weeks.  Given the difficulties in anticipating demand, we accepted, in this instance, that it would have been difficult for TalkTalk to accurately reflect in their advertising when first broadcast/published that there would be a considerable delay in the broadband service for some customers.  However, we advised TalkTalk that, should the delays persist, we would expect them to reflect this in any future advertising so that potential customers are aware from the advertising itself of the problems rather than having to rely on information from TalkTalks' website or their staff.

On this point we investigated the TV ad under CAP (Broadcast) TV Advertising Standards Code rule 5.1 (Misleading advertising) and 5.2.3 (Qualifications) but did not find it in breach.

On this point we investigated the CD promotion and press ad under CAP Code Clause 30.1 (Availability) but did not find them in breach


Action on Points 1, 2 and 4 Where the Complaints were Upheld Against TalkTalk

The ads must not be broadcast or published again in their current form.


We told TalkTalk to seek CAP Copy Advice on how best to explain the availability of their service and before using "free" in their non-broadcast advertising.

So basically TalkTalk lose on every important point and cannot run the ads again in this form but they do not get fined as the ASA never imposes fines.  Unfortunately the teleision ads did run due to the incompetence of another part of the ASA that signs off tv ads in not correctly vetting them.  This is mentioned in the ASA's response.

Now if only Ofcom would ever condemn an organisation like Sky or BT for continuing to use the term National Rate and ban them categorically ban them from doing it again.  But no at Ofcom all one gets is just a polite suggestion that such behaviour is not terribly sporting old chap and a hope suggested that decent chaps will do the right thing in future.  If they all turn out to be cads and bounders well too bad old boy - not a lot sleepy Ofcom can do about it don't you know.......... Wink Roll Eyes Cry
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« Last Edit: Jul 19th, 2006 at 9:13pm by N/A »  
 
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bbb_uk
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #36 - Jul 20th, 2006 at 5:19am
 
Quote:
Yee-hah TalkTalk lost on almost everything and no longer claim it is "free broadband"
Well in anticipation of the ASA response, it appears that TalkTalk have just started free broadband on their existing Talk3 package which is £8.99.  As this tariff was available at this price beforehand then it can now be claimed as "free".

I quote the following taken from Charles Dunstones blog here.

Quote:
"we will offer a package for £8.99 per month that excludes free international calls and entitles you to Free Broadband. Of course the option still remains to pay £9.99 per month and get calls to 28 international destinations included as well as Broadband. In short, to call something free it must be associated with a product or service that was available prior to its launch. The £8.99 Talk3 tariff was available prior to April 11th, and therefore it is appropriate to describe Broadband as free. We have submitted these changes for approval and have received clearance to the offer as described above."


Thanks to pricefighter on MSE here for noticing this.
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orsonkart
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #37 - Jul 20th, 2006 at 8:01am
 
So all they have done is reintroduced the old Talk 3 to get round the problem.
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NonGeographicalMan
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #38 - Jul 20th, 2006 at 9:16am
 
Quote:
So all they have done is reintroduced the old Talk 3 to get round the problem.


Curses I hadn't realised this.  Although £8.99 per months for all 01/02 calls and a broadband connection is a pretty cheap deal - even if the broadband service is a rubbish one that runs at the speed of a snail.

So in other words this is much the same scenario's as Ofcom's ridiculous claim to be addressing the 084/7 problem by stopping 0870 calls eventually (years too late) costing more than 01/02 calls some time in 2008.

But by then all the 0870 scammers will simply have moved to using 0844 or 0871 numbers instead.  And although 0871 will be controlled by ICSTIS that will be no help at all to poor old Fred and Vera of Croydon and all the millions like them who will still assume that as 0870 is now definitely National Rate that 0871 must be too.
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« Last Edit: Jul 20th, 2006 at 9:18am by N/A »  
 
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waspinagermanhelme
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Complaints not sorted out... any  ideas
Reply #39 - Jul 21st, 2006 at 3:22pm
 
I've had problems trying to get money back from TalkTalk broadband after I transferred to another provider - all before the "free" broadband offer. I cna't get through to anyone to sort it out and despite having received a letter to say I won't get charged - I'm still receiving bills...

Heres a letter I wrote to them (email)

Dear Sirs

TalkTalk Broadband Problems

Over the last few months I have made numerous phone calls, sent may emails (each with only an automated response) and got nowhere with resolving the problems I have.

I have tried many times over the last few days to get through to you by phone with no joy as operators are constantly busy and I'm asked to "call back later"

I first received TalkTalk broadband in April 2005 and entered into a years contract for broadband at £14.99 a month.

Towards the end of the 12 months I decided to review prices of broadband providers and realised that I could get a faster service for less. I contacted TalkTalk to provide me with a MAC key ready for the switch to my chosen provider Madasafish.  I completed all the necessary online forms within the timescales set out in my contract i.e. giving 30 days notice that I wished to transfer.

Initially there were problems with receiving a MAC at all, but once received I thought all was going smoothly with the transfer. I connected to my new provider and expected that TalkTalk would cancel my account as I had asked.

I then received a letter dated 27th April 2006 from Steve Rescorla telling me that I had an overdue amount on my account (I had cancelled the direct debit).

Obviously I wasn't willing to pay for a service I no longer receive.

I then received a bill dated 10 May 2006 for £33.48

My wife contacted TalkTalk and spoke to Titus and then Ruth Neso, Team Manager who assured us that we would get a credit for the amount and the account would be cancelled properly.

At this point I thought everything had been sorted out and I would hear nothing more - I was wrong

I received another bill dated 10 June 2006 for £51.97 and more phone calls followed with assurances that it would all be sorted out.

I then received a FINAL DEMAND for payment!  I was obviously furious by this point.  I contacted customer services several times until I spoke to Claire Southwark who said she was sorry for everything that had happened and that she would get the credit put on the account and I would be reimbursed for the £14.99 that had been taken.  I asked to receive it in writing and she assured me a letter would be issued.

Amazingly I received a letter the next day! Dated 4th July 2006

The letter said -

" In reference to the conversation today I write to confirm that your Broadband account has begun the process of disconnection."

I had had my other provider since April!  So it was already disconnected

" I have also requested that the disconnection fees be waived."

I am not liable to pay them anyway having given the 30 days notice required by the contract.

" I can confirm that a credit for the sum of £51.97 has been placed onto your TalkTalk Broadband account placing your account with a zero balance."

Great - but no mention of paying me my £14.99

"I can also confirm that your direct debit details have been disabled on our systems, and that no further payments will be requested..."

I then received another bill dated 13 July 2006 for £18.49!

I'm fed up of having to sort all this out and I want to make sure that this complaint is handled correctly.

I can provide copies of all letters and bills for the ombudsman if so required.

As you can see I have copied this email to Ofcom and Otelo

Please sort this out for me immediately, I expect to receive some compensation for the inconvenience caused.

I look forward to your prompt reply

Yours faithfully

Craig Andrew Gilman


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gudman
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Re: TalkTalk Broadband advertising
Reply #40 - Jul 23rd, 2006 at 5:43pm
 
recently i have raised a problem with the advertising by TT as they advertised that BT charges for its caller ID but BT caller ID is free now.
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #41 - Nov 2nd, 2006 at 9:24pm
 
Just noticed on SkyNews Interactive that CPW are in the red due to their broadband offer!

I managed to find it on Sky's website here, and from it I quote:-

Quote:
Carphone Warehouse has been dragged into the red by the cost of its new broadband service.

Pre-tax losses for the last six months came in at more than £4.6m.

That comes as the company revealed that start-up costs at its internet business topped £45m.

The company, meanwhile, says headline first-half profits rose  60%, to £59.3m from £37m for the same time last year.

First-half revenue was up 40% at £1.8bn.

The UK-based retailer was dealt a severe blow last month.

Vodafone then said it would stop selling contract connections in the UK from Carphone's stores and named rival Phones 4U as its exclusive partner.
 
Its shares took a beating on fears that other operators could follow suit and force it to lower commissions.

And Europe's biggest mobile phone retailer says the outlook for its business is good.

"The outlook continues to be positive. We see no change in the dynamics of the mobile phone market, with competition between players in the industry as strong as ever," the UK-based retailer said.

"We expect demand to be good over Christmas despite a tough comparable period," it said.

The company, which is also a major force in the fixed-line and broadband businesses in the UK, raised its interim dividend by 33% to 1p a share.
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acezing
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #42 - Nov 3rd, 2006 at 4:06am
 
BBC News bulletin on their loss  Smiley here

http://news.bbc.co.uk/1/hi/business/6108800.stm
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #43 - Nov 16th, 2006 at 8:29pm
 
Ive been with TT a**shol** for a few months now, and Ive found their service is absolute rubbish

Ive had to ring their fault line many times, usually from a phone box... the nearst one to me is 2miles away, and my minimum wait to get through to the faultline was one hour and forty five minutes. Yes thats right.. I 'wrote' it incase you all thought it was a blo*dy misprint.
Vodaphone cust servs are just as bad. I'm waiting on them as Im writing this,,, so far 51mins. I'll havve to leave it in a minute cos my call time will be up. Ive sent them letters and emails which have been ignored

I'm really dropping this in here because some time ago I was credited £5 from CPW for their line always being 'out' therefore rendering the internet and phone connection unobtainable. I DIDn't get it, and the b**tard* had the cheek the following months bill to charge me a £5 direct debit failure charge, when they hadnt had that failure at all!! Since this, I have been awarded another two lots of £5 crdits, which have not materialised. as yet. Many calls. Many emails. Many so-called apologies. Too many excuses. Too many promises of raising and correcting...... And I'm still waiting.... And the more I wait, the more patience I lose  (Sometimes I have had the impression that these custserv idiots think that if they keep us waiting, we will mellow as we do... with me it's the exact opposite!!)

TT had the ruddy nerver to send me a poll question survey type thing one day basically asking if I would recommend them to friend family or other member of the public. Naturally I answered yes. Dont be bloo*y daft. Of course I didnt. What I actually said was that I would NEVER EVER do so, unless it was someone I disliked intensely.... I haven't been sent one since...I wonder why??????????

No. All you people thinking oif signing with TalkTalk....
   
DO. NOT. DO. IT
!
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Re: TalkTalk Broadband + Rental + Calls + More...
Reply #44 - Nov 20th, 2006 at 4:51pm
 
Its clear that Mr Charles Dunstone is the worst sort of over ambitious businessman who just believes that you need to get bigger and everything else with take care of itself.

Let's hope the TalkTalk/Car Phone Warehouse empire ends up getting the same come uppance as Ratners.
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