COMPLAINT & COMPENSATION CLAIM I am writing to inform you of my absolute dismay at the way we have been treated by TalkTalk. I have found the experience the worst I have ever had by a Business to Customer Company and I have found your standards and morals inadequate. I moved house on the 8th of January 2021 and rather than pay a moving house fee, your moving home team advised me to take a fresh new contract out which would start when we moved in. The open reach engineer arrived on the 11th of January and said everything was set up and we would have Internet the next day. The next day the internet did not go live despite numerous phone calls that day. Again the day after we had no connection and I was told to wait. Eventually your technical department had worked out that I had not been disconnected from our old address From the 11th of January to the 1st of March I phoned on ELEVEN separate days and spent over 600 MINUTES on the phone to your poorly trained customer service team – yes over 10 HOURS WASTED. During that period I spoke to various “managers” while desperately needing to get connected and I was promised and actually guaranteed SIX times that we would be connected the next day but each time we were clearly lied to by these managers. The underlying issue was that the people who had moved into our house had taken over our old line and could not disconnect it. During this phone call I was told I would be compensated £5 per day for every day we were without internet. Eventually TalkTalk customer service said to me on the phone that you did not know when we would be connected and both I and my wife were having to work from home during COVID Lockdown without internet which was awful and virtually impossible and 100% YOUR FAULT. We had no other choice after being told by TalkTalk we had no date to be connected so we approached BT and I told TalkTalk that as we wasn’t connected that I would go elsewhere to and to cancel the order – THIS WAS ACCEPTED BY A ORDER MANAGEMENT MANAGER on the phone and there would be no exit charges incurred. (You are clearly deleting or not making notes when promising customers certain things) We was up and running with BT on the 8th of March which was seamless and professional unlike TalkTalk but this has cost us an extra £16.99 per month over 24 months so I expect to be reimbursed £407.76 as this wouldn’t have been necessary if you had done what we had agreed. Id like give you an overview of the distress and costs that we have had unnecessarily received and incurred from your incompetence. My wife is a school teacher/key worker and had to teach lessons online which had to be tethered via her mobile phone which meant the lessons she provided were difficult to perform due to the speed and her limited data from her contract. In order to maintain her school lesson she had to upgrade her phone contract by £10 a month over 24 months which equates to £240, we expect this to be reimbursed. After having internet for two weeks with BT I received a text from TalkTalk to say my internet was working from the 22nd of Match – laughable and you should be ashamed it took 8 weeks to get connected! I was then chased for £8 for owing a bill for January at my old house PLUS a disconnection fee of £112 yet you told me I could cancel as I received absolutely no service at our new address and you accepted my cancellation before you eventually connected. Again I told your customer service person that I would pay the £8 I owed but only once I received the compensation and they also agreed that there would be no exit fees (AGAIN you are concealing or deleting notes of my phone conversation). I will happily pay you the £8 but on the provision that you pay me £987.76 based on - 1) 68 days without internet from talkTalk @ £5 per day £340 2) £407.76 for the increase in cost for sourcing a new internet provider 3) £240 for the increased cost of a new mobile phone contract to cover the data required to do our jobs in lockdown Please read back on this and see if this is how a company should behave during a pandemic and to a key worker trying to do her job while we both try and teach our own children school lessons in a new house. Your call centre staff the while time didn’t care, take proper notes or understand me due to where they based globally. This has been incredibly stressful and was completely avoidable. I expect this to be reviewed by someone within the UK as the call centre staff are denying what they have promised on the phone and I do not trust them to handle this matter professionally. If this matter is not resolved I will consider escalating this to the CISAS or through the courts.