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24 May 2011
Ofcom has found TalkTalk in breach of the Communications Act 2003 after a six-month investigation, saying that the ISP was guilty of "dishonest, misleading or deceptive conduct".
TalkTalk was judged to have contravened General Condition 24.3 (GC24) under section 94 relating to the mis-selling of products.
Ofcom also noted that there was evidence to suggest that the operator was engaging in an illegal practice known as slamming, whereby it switched users to TalkTalk without their consent.
Additionally, the firm was deemed to have breached GC24.9 and GC24.10, which concern customer contract termination rights.
The Ofcom investigation was launched in November 2010 after complaints from TalkTalk customers. Following its conclusion, the telecoms provider has been given until 20 June 2011 to inform the regulator how it will remedy the situation.
Ofcom outlined eight conditions that TalkTalk should meet in order to stop breaching regulations. These include allowing customers who were mis-sold a service to cancel their contract, regardless of length and without the need to pay a penalty.
In a statement sent to V3.co.uk, TalkTalk said that it is taking its responsibilities "extremely seriously" and is working to meet the deadline.
"We have processes in place to help our employees be accurate in every case and we invest heavily in the training and monitoring of our sales and retention teams," a spokesperson said.
"Improvements in the language used and the materials provided are constantly being made, and we will be providing Ofcom with detailed information about our ongoing programme to maintain the highest standards in all of our transactions with our five million customers."
This is not the first time that TalkTalk has found itself in hot water with Ofcom. Together with Tiscali UK, TalkTalk was ordered to pay almost £2.5m in refunds and good will payments in February.
Operating under the banner of the TalkTalk Group, the two firms had issued bills for services consumers had cancelled, leading to over 1,000 complaints to Ofcom.
In April, Ofcom also revealed that TalkTalk and Three were the most complained about telecoms providers.
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Had a salesperson from TalkTalk at door this evening. Firstly she asked if I knew about the new exchange for the area. Then went onto did I not want free broadband. Began to smell a rat as I am with BT and asked direct who she worked for. It was Talk Talk. No identification produced to say who she was and most upset when Isaid I would not join Talk Talk under any circumstances. TalkTalk salespersons are not monitored as this person proves and they are still attempting to mislead people by making misleading statements such as the onemade by this person. - viz " TalkTalk own all the telephone lines in this area." That will be why I pay rental to BT then I suppose!!!!!
Posted by: John Smith 15 Sep 2011
Talk Talk Mis-sold
I was with TalkTalk for 2 years prior to being cold called re renewal of contract, I declined but they persisted with the calls and I eventually gave in, only after specifically asking them re cancellation fee's and told there were none, just to the end of the month that you cancel. After moving to sky this month they have charged me £120 "cancellation" fee. I have had the Direct Debit cancelled and refunded, but am awaiting their next move whether to challenge the refund. If they do revoke the refund then roll-on the complaints process followed by a OffCom escalation and a further claim in the small claims court fro refund plus compensation, I am one customer TalkTalk will regret messing with !!!!
Posted by: Ray Fagan 26 May 2011
Who Knew.
Im glad to have read this article, they SLAMMED my parents and switched them over to LLU wich caused them loss of phone and internet. They also then had to pay BT to re-instate it back to a BT line whilst all the time TT denying any knowledge of a fake transfer request. They are now stuck in an 18 month contract due to TALK TALKS underhanded business practices. I for one hope they get hung out to dry after misleading its so called customers. they should not be aloud to be in business.
Posted by: Carl Dean 24 May 2011