TalkTalk cut off my landline and broadband
TalkTalk tells me that I was sending calls through BT – I wasn’t
First my broadband and then my landline phone were cut off by TalkTalk. It told me I had been disconnected because I was adding the prefix 0280 to the numbers I dialled and that this sent calls through BT. I wasn’t, and why on earth would I? MJ, London
TalkTalk uses the 0280 prefix to route calls through BT. It can see now that you didn’t dial the prefix but found it was being added because one of its agents had cancelled your account by mistake. When you complained, the record looked as though you had dialled the extra number. It now accepts that you didn’t.
TalkTalk then told me it had offered you £120 compensation and was waiting to hear if you accepted this. It hadn’t. It had offered you only £30 which the representative said was the most he could offer at his level. This was why you hesitated. TalkTalk has now offered £120 in writing, which you promptly accepted, and has cleared your outstanding account.
You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.
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