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Talk Talk leaves customer without broadband for a year

Free broadband firm Talk Talk has been slammed for leaving a customer without internet access for a year after signing up.

Oswald Connor, 75, signed up and was paying £26 per month, but had never got access on-line, said a report in The People newspaper. 

Mr Connor said: “I’ve rung several times and written on three separate occasions but I’ve barely had a response. It’s ironic they call themselves Talk Talk when they’ve hardly bothered to communicate.  They’ve treated me like an idiot, leaving me hanging on the phone for ages.”

Mr Connor had taken out the package to help his granddaughter Chloe, 18, to use the internet to help her studies.  He then contacted The People newspaper who contacted Carphone Warehouse.  A technician was then immediately sent to their house.  It turned out that Mr Connor was unable to get broadband anyway as he lived too far from his local exchange.

This was after Mr Connor was told that he could get internet access by a Talk Talk salesman in-store.  In reply, a Talk Talk spokesman told the paper:  “We are very, very sorry. It’s out of the ordinary for someone to wait so long. We’re now investigating how this could happen.” When the technician reported his findings, it turned out that Oswald lived too far away from a telephone exchange to get broadband.  We should have known from the point of sale that the customer wasn’t eligible.”

Talk Talk will pay £125 compensation as well as refund the £30 connection fee.  Mr Connor has also asked to change providers and Talk Talk is to waive the £70 disconnection fee.