Help with talktalk line

jaycee42

Hi

I have been without a phone now for two weeks, and talktalk say that the estimated response time is the 12 december, that is after stringing me along for two weeks saying that it is being looked at.

I have had the usual excuses that second line support will call me back, which never happens, my wife had to stay off work for an engineer who never turned up..

I live in a group of houses a mile from the public road, all my neighbours including one with talktalk have working lines . The thing that caps it all is that this is the second time in a year with the last time I had no phone for 4 weeks either.

Enough of the rant, what is an estimated time of response, how can I check with Openreach what the problem is and can anyone suggest an alternative apart from BT although at this rate I might even be glad to pay their charges ks

Thanks

John

Heinz

As my wife* repeatedly reminds me, you get what you pay for.

Talk Talk is very cheap.

You cannot check with Openreach. They are not allowed to deal directly with the public.

* And as I and our bank balance have discovered over the course of the years!

hethmar

Ive had talktalk for 3 years or more now, never had a problem with them and they are cheap - free broadband is very nice.

There is a forum that you can go on for talktalk where they have technical reps - they sort out any queries very quickly. There is also a talktalk rep on here at times.

Good luck

david39

hethmar is correct.

If you go to Talktalk's web site and go to the forum section, you can post your problem on there and a Talktalk agent will respond quickly to you.

This is Talktalk's preserred way of dealing with customer enquiries and, having used it myself, I found it very efficient.

jaycee42

Yes I know about the forum and they are helpful.

However today I have access to the internet so it is easier but otherwise I have to go into the nearest town to go to the library to check on an update which usually consists of "we are awaiting an update from networks", or "BTOR are investigating" and we are sorry for the delay.

I would think that TT do have some service level agreement with BTOR which would require some more information to be passedas to the nature of the problem

John

TalkTalk

Hi John,

If you are able to use the forum this would be useful. We can take a look into what the problem is and why it is taking a long time to resolve for you. Faults take a varying amount of time to fix dependant on what the problem is and if any permisions are needed to resolve the issue. Without knowing the specifics of the problem I can't really offer any more information but the forum team will be able to assist you.

Cheers
Emma x

jaycee42

Hi Emma

My user name on the talktalk forum is jcuz, I did try to paste the links but was unable because of forum rules

I do appreciate the forum does help a lot of people, however for me its seems to be a cheaper way for me to to find out how long I won't have a phone

At this stage I am actually more inclined to find a new supplier


John

TalkTalk

Hi John,

I can appreciate your frustration but from looking at your thread on the TalkTalk members forums I can see that dig and duct work is required to fix the problem with your line. This issue is with BT Openreach and they are waiting for the relevant permissions to be granted for the work to take place. BT Openreach are not alowed to just dig up sections of road or pavement as they see fit - they need to apply for permission to complete the required dig work as well as arranging for all the relevant safety measures to be taken relating to the dig work. As per the TTM forum post we expect an update from BT Openreach with further information by 10-12th December.

As the fault is in an underground cable the problem would exist with any other provider using the same telephone line.

Cheers
Emma x

jaycee42

Hi

With all due respect to the Emma and the people on the talktalk forum part of my frustration is that the only way that I can get information from TalkTalk is to travel to the library and log in on the internet due to the dire second line/ network support.

So I give up I will wait til the 10th and see if it works, in the meantime given that my only LLU option is Talktalk can any one suggest another option for phone and broadband and how easy is it to leave talktalk and keep my phone number

John

Inactive

david39 wrote: »

hethmar is correct.

If you go to Talktalk's web site and go to the forum section, you can post your problem on there and a Talktalk agent will respond quickly to you.

This is Talktalk's preserred way of dealing with customer enquiries and, having used it myself, I found it very efficient.

What use is a forum if you have no working telephone or internet connection?

It seems that Talk Talk don't actually like to talk/talk with their customers.

happypuppy

Emma,
Sorry this is proably not directly related to this thread !
Why do I get a different response every time I call TT, the latest from the customer service rep is that
1. my exchange is not enable for TT (according to samknows this has been enabled since july 2007) therefore wanted to charge £15++ for BB only (overall cost £32)
2. When I pointed out the incorrectness of this information about the exchange, I was told that the existing exchange does not accept new customers !, how is the extra fee above going to solve this problem.
My initial impression is it would be a mistake for me to migrate to TT from Virgin .
I am sure you would like to comment.
Thanks

2.