New Talktalk poll; feedback needed, good and bad

TalkTalk

Hi Antagony,

I'm glad to hear that the problem is resolved for you now. You know where we are if you need any further help.

Cheers
Emma x

Nikiya

Hi! This is a message for Talk Talk representative (only now found out we had one!). We have been with TT for at least two years now and so far there had been no issues with the telephone, although the internet is sluggish and sometimes gets cut off. When this happens, it is impossible to get a representative or an explanation. Your customer service is appalling.
Now, for ages we've had two phones and one modem on the line. A few days ago, the lines went berserk. I could only use one telephone, otherwise the static was unbearable (???). I thought is was the splitter and went and bought one, but the problems remained. Managed to use only one telephone but IT connection kept failing, causing me great trouble, delays and lost work. Tried to get in touch with TT and left a message in the site.
Today I realized the IT connection had not collapsed for a while and connected the other telephone again.... so far so good. That means it was a problem with YOUR lines. I also found a message on my answering machine apologizing for the delay, saying the line was OK and suggesting I replace the splitter!!
That's preposterous!! Things get messed up on your side, you are UNREACHABLE, the customer never finds out what went wrong and who is going to compensate me for the time and work I lost??

Nikiya

IT connection cut off again.... and static in my wireless. The BT representative had this advice (out of goodwill, my line is with TT):
"Its known for cordless phones to interfere with WiFi, best advice I can give is to contact your supplier talk talk and ask for help on changing your wireless channel to see if this fixes your problem."
Now, how do I go about contacting Talk Talk?? Every time I try I get throught 10 robotic messages and get tired of waiting.
THanks!

Ypaymore

Nikiya wrote: »

IT connection cut off again.... and static in my wireless. The BT representative had this advice (out of goodwill, my line is with TT):
"Its known for cordless phones to interfere with WiFi, best advice I can give is to contact your supplier talk talk and ask for help on changing your wireless channel to see if this fixes your problem."
Now, how do I go about contacting Talk Talk?? Every time I try I get throught 10 robotic messages and get tired of waiting.
THanks!

Probaly the quickest way to get things sorted is to post on their own customer forum
www.talktalkmembers.com where their online support team and geeks hang out

Nikiya

Here you have a good example: As soon as I found we had a problem with the line, I spotted there was a BT representative in this forum. I wrote to him, despite the fact we do not have a BT line, and he replied immediately to my queries and did his best to help.
Then I saw there was also a TT representative and wrote here about my (serious) problem. The message has been here for three days and the TT representative has neither replied or read it aparently. Something to ponder for all you guys who are thinking of going to TT.

TalkTalk

Hi Nikiya,

I'm sorry for being ill and not being able to come into the office for a couple of days. Didn't realise that wasn't allowed! Do you have a post on the TalkTalk forum as ypaymore advised? If so could you let me know your user name please?

If you are not yet reigisterd on the TalkTalk forums then if would be benificial if you could register and post in the connection and stability section. This will alow us to take a look at your line and connection stats to see what is causing the problems for you. Its also best that all testing is completed in a wired state until we rule out or resolve any problems with the service itself.

Cheers
Emma x

trinidadone

TalkTalk_Company_Representative wrote: »

Hi Nikiya,

I'm sorry for being ill and not being able to come into the office for a couple of days. Didn't realise that wasn't allowed! Do you have a post on the TalkTalk forum as ypaymore advised? If so could you let me know your user name please?

If you are not yet reigisterd on the TalkTalk forums then if would be benificial if you could register and post in the connection and stability section. This will alow us to take a look at your line and connection stats to see what is causing the problems for you. Its also best that all testing is completed in a wired state until we rule out or resolve any problems with the service itself.

Cheers
Emma x

sarcasim = unprofessionalism.

No one was aware you was sick, and if you were, I am sorry to hear. I hope you feel much better now.

TalkTalk should provide a stand-in while you are away, in furture or post a message informing fellow talktalk customers whom expect a response which fails to arrive.

Nikiya

I endorse the above message, and want to elaborate more on my case:
Yesterday, after TWO HOURS on the teleohone, I got through to the "second line" where they changed my wireless band. Things improved but there are still problems so I phoned the "second line phone" Nº provided AS AGREED and TWICE I was told by the robot "they could not validate my tel number" ...we have been with your company for more than two years for Christ SAKE!!!
Then I was referred to "technical support" after more wait (like I have nothing else to do!!!) and either the chap cut off or the call was cut off for some other reason....
Your company is a mess: I might be away for a few days and had only THREE to report on the results of this change.
If anybody is reading this, first: be warned. Second, can you recommend a good package internet/telephone? I am seriously thinking of going back to BT!

TalkTalk

Hi Nikiya,

As per my last message are you registered on the TalkTalk forums and if so what is your user name? We are able to help you resolve this issue through the forums if you could post. What router are you using at the moment? If its the D-Link or the HG520 provided by TalkTalk could you access the router settigns by typing 198.162.1.1 into the address bar on your browser. When promted enter the user name and password - these are both admin. Can you then check that the connection is set to "Always On" or "Nailed Up". While you are in the router settings pages could you also copy and paste the router stats into a post on the TalkTalk forums as this will help us to see what is causing the problems.

When your connection drops what lights are going out on the router? Can you still access the router in the way described above when the connection is lost? Do the problems occur when you are using the connection wired or is this only happening when you try to connect via wireless?

Sorry for all the questions but without being able to access your line stats I need to ask to help ifentify where the problem may lie.

Cheers
Emma

Nikiya

Emma: I have already been through all this: I have the impression you did not read my message. My wireless band was changed, and things have improved but there are still problems. I was supposed to report in 24 hs and was given a Nº to call 2nd line. My telephone Nº is "not recognized" so I get referred again to technical support where I have to explain EVERYTHING again (as here). On top of that, they are all based in India, the quality of the communication is bad and it is extremely difficult to understand their accents. When I enquired why I was phoning India when my problem was in London the chap cut off....
I am SOO fed up!!!