talk talk nightmare

dday

i can believe the terrible service from talk talk i have had this week , they just seem to be a bunch of script reading actors and absolutely no help whatsoever, my line and broadband when down on Wednesday last week ,phoned them on Thursday 8am ,had to do the stupid take the face plate off tests ,try another phone ,try another router ,all while i using my mobile minutes after they agreed to send out a talk talk engineer out on monday .7am he showed up, he took 5mins to tell me my line was in trouble needed bt to come out ,and that he will let talktalk know at 8am ,phoned talk talk again at 5pm to ask when bt coming ,but no they have tested the line and its ok ,i told them there engineer said it was a line fault ,but no ..we had to do the take the face plate off ,try another phone ,try another router circle again ,then was told bt will phone me in 24-48hrs to arrange to come in,and it will cost me £99 if its a problem inside my house,trying to put me off i swear ,i agreed to pay the £99,its got to be cheaper than all the mobile calls and internet i had to use over the past few days and waited and waited , no call from bt so i had to phoned talktalk the next day to say i had not heard from bt and yet again they said my line was fine in there tests and to try another phone etc etc .
bt turned up today outside ,he didn't phone before hand said they never do unless they cant fix it from outside ,said the line was damaged on top of the telegraph pole and have fixed it ,phoned talk talk asking for money off line rental for no having it for a week ,they just put phone down on me .cant believe it im defiantly looking for another phone and broadband provider now , and dreading my mobile bill next month
rant over lol

Heinz

Welcome to the wonderful world of the country's second-largest non-cable telecoms provider.

TalkTalk

Hi Dday,

Sorry to hear that you got messed around. Am i correct in thinking that the fault is now resolved?

Regards
Stephen

dday

yes bt have mended the line , there was a break in it at the top of the pole ,we now have broadband and phone line .it makes me so angry that talktalk kept saying they tested my line and it was fine and it was my telephone .

Heinz

dday wrote: »

yes bt have mended the line , there was a break in it at the top of the pole ,we now have broadband and phone line .it makes me so angry that talktalk kept saying they tested my line and it was fine and it was my telephone .

They have to pay if they pass the fault to Openreach so fobbing you off in the (normally vain) hope that the fault will miraculously correct itself is standard procedure.

TalkTalk

Its not "standard procedure" to fob people off and we only get charged if the fault isnt BT`s In this situation neither TalkTalk or the customer should be charged as the fault was with BT maintained equipment.

Having said that if our line tests don't show a fault its difficult for us to know where the fault is so we have to rule out the customers equipment before raising to BT. Having said that once we have tested "once" with the customer we should be asking them to do the same thing over and over again...

irishjohn

TalkTalk_Company_Representative wrote: »

Having said that if our line tests don't show a fault its difficult for us to know where the fault is so we have to rule out the customers equipment before raising to BT.

Having said that once we have tested "once" with the customer we should be asking them to do the same thing over and over again...

I hope this is a typo error on your part TalkTalk Rep.

How about a company response on the OP request for compensation for a week of being messed about by inappropriate repeating of the same initial diagnostic step instead of trying to get the next step in the procedure to actually happen?

dday

irishjohn wrote: »

I hope this is a typo error on your part TalkTalk Rep.

How about a company response on the OP request for compensation for a week of being messed about by inappropriate repeating of the same initial diagnostic step instead of trying to get the next step in the procedure to actually happen?

Yes irishjohn im up for that but see as soon as you mention the word compensation talk talk go all quiet ,they just want your money whether or not they provide a service ,surely that is not right

irishjohn

No response from Talk Talk Rep indicating they have no interest in discussing their failure to provide a comprehensive service and support system. Time to look elsewhere I would say.

DVardysShadow

TalkTalk_Company_Representative wrote: »

Its not "standard procedure" to fob people off ...

I'm imagining that fobbing off is an area where TalkTalk actually go the extra mile, in common with most major telecoms operators.

dday

received this email this morning
Dear Mrs Day,
Thank you for your email regarding your Engineer Visit.
I apologise for any inconvenience this matter may have caused you.
I have looked at your account and can confirm that you will be charged for an engineer fee. Please be advised that you will be credited for the loss of service you have received depending on the duration of the fault.
Please reply to this email with the duration of your fault so that I may compensate you for the loss of service.
The Engineer charges will reflect on your next bill as an engineer charge.

so now they want to charge me for an engineer vist when he couldn't mend it,and had to call bt out because the fault was outside on the telegraph pole ,and my compensation due for a week of no phone and broadband £2.53, this company is just getting worse ,another call to customer service coming up again .omg last time on hold for 30mins ,
join talk talk at your peril