MSE News: TalkTalk worst for complaints – again

diamonds

South Africa retentions saved me leaving after I explained how angry they made me - India service and tech support were rude and arrogant to me within my first 30 days, technical wanted me to pay for Geek Squad to home visit !! - even when I explained I done a modem reset and fresh install of windows 7 and updated the wireless drivers to the most recent, I was treated like a idiotic child from them even though I knew & done everything they were reading from their script (which was taking minutes to load between pages )

When I called for my MAC and I got a FREE upgrade to TalkTalk Fibre to stay - Talk Talk Plus with Fibre £29 a month, I took it & all is well

Regular speed went from 10/11MBPS on 24MBPS capable line to 38MBPS

Bargain for me, shame shame SHAME on you TT that customer support is lagging on dial up compared to a Talk Talk Fibre product. REALLY Dido Harding is sorting very little out about enforcing staff NOT to LIE to customers....thats the main problemwith TT - the CPW structure of lies and treating customers like idiots when all they want is what they signed up for delivered still exists.

Training staff to be polite and not lie is easy Dido - tell them ALL calls are recorded and if you bring this company into disrepute YOU WILL BE FIRED.

dodger1

TalkTalk_Company_Representative wrote: »

Hi Dodger,

I appreciate your point and please note I am only quoting the details as advertised and at present there is no industry concerns with how such services are advertised. However you are welcome to raise you concerns in regards to this matter but TalkTalk do publish the Fair Usage Policy on the TalkTalk website. This is available prior to sign up for customers to decide if they wish to go ahead with the receipt of any services.

Regards

Mark

Dishonesty is dishonesty no matter how it's wrapped up. Here is a link to Talk Talk Plus.

http://sales.talktalk.co.uk/product/broadband/plus

Under the heading "All the downloads you want it states "There's no limit. None. That means as much music and as many films and TV shows as you can stand". I repeat "There's no limit. None".

You say there are no industry concerns as to how such services are advertised, the industry may not care but I assure that we the customers do, but who the heck cares about the customer or honesty? Certainly not the industry by your quote. I do realise you're only saying what you've been told to but it doesn't help.

debbieblueeyes

TalkTalk_Company_Representative wrote: »

Hi All,

If any customers are experiencing issues with their TalkTalk service please feel free to join the TalkTalk Members Forum where we can investigate into any issues and resolve these as necessary.

Regards

Mark

OK so my parents have talktalk dialup and have been having a lot of problems so Dad phoned them up and was passed to a person who could hardly speak English and didnt understand that there was a problem with DIALUP so was again passed to another op,Dad had to explain yet again(4th time)about the problem he was having with DIALUP internet,they said they didnt know what he was talking about and that they DID NOT do DIALUP and put the phone down on him,he tried to get onto his DIALUP internet and lo n behold theyve discontinued his service he cant get onto the net, without letting him know.Also there is no help/contact service for people who do actually have DIALUP from Talktalk. Any ideas or phone numbers would very much be appreciated

patman99

Mark the reason T-T want people to post on the T-T forum instead of on here is that the T-T forum is only available to fully-access if you are a T-T customer, unlike the MSE forum whih is very public.

I appreciate that you are just the latest in the long line of T-T employees who have been handed the hot-potato that is the role of 'TalkTalk Company representative' on MSE, and I doubt you will be the last.

What you need to realize is that T-T offers a good product, it is just the way they sell it and back it up that is somewhat substandard.

When your sales team openly lie to potential customers by telling them they will deal with the customer's previous ISP (no ISP will accept cancellation notices from other ISPs, only direct from the customer) it really winds people up.

Aggressive sales people who wont accept the phrase 'not interested', lie about how much bandwidth you get (in my book, 'unlimited' means just that) and aftersales teams who just will not let you cancel are all the marks of a cowboy operator.

A friend of mine ended-up £90 out of pocket after T-T assured him that they would contact VM to cancel his contract with them as part of the set-up, when in fact, VM require the customer to cancel with 1 months notice in writing. When he tackled T-T, he was told 'we never say we deal with your previous ISP, it is down to you to cancel'.

I used to have T-T for my phone, but switched back to BT when I worked-out that by signing-up to paperless billing, I could save 50p a month over the same package with T-T.

My local exchange now has 1 LLU company, it is T-T, however, due to people researching T-T and coming-across all the posts on here, only about 4 people out of a potential 3,000 have signed-up.

Of course, if you want T-T BB without dealing with T-T direct, there are two T-T BB resellers. One is Xilo, I can't remember the name of the other.

bod1467

Vivaciti I think.

@debbieblueeyes - go to https://www.samknows.com, put the phone number into the broadband search page and it'll tell you which ISPs service that exchange. Then switch from TT to someone else.

moksha_2

Where is the TalkTalk forum? I really need some help as i'm so fed up with cut and paste responses to emails which don't answer my query or help my problems. I'm reluctant to call them as part of my problem is over the phone promises/contracts aren't being honoured. I'd be really grateful for some help before i feel forced to try another provider

bod1467

http://www.talktalkmembers.com/forums/forumdisplay.php?f=41

Choose the appropriate board, but you'll need to register first to be able to post. If it's about contracts then you want Customer Service & Billing.

redglass_2

Following some really poor service and the loss of my broadband without warning (I work from home, so this was disastrous) I recently left TT. After speaking over several days to more than 25 people :eek: (ONE in the UK, apparently, one S. African, one told me she was in the Philippines and the rest seemed to be Indian) I was still having problems with migrating the service. (I now hate every bit of muzak played while waiting in TT queues as I've heard them all so many times.) Many call centre operatives had poor English and communication wasn't helped by equally poor line quality. Important conversations were repeatedly not recorded, outright lies were told. Just try asking to speak to a manager! You will be put off and put off and put off and then finally told you are being put through...to another cubicle monkey, not a manager, with whom you have to begin at square one...or the phone is put down on you.

I have lodged 2 separate Ofcom complaints.

@Mark: I can hear the corporate line in your voice, the usual bland reassurance. Sorry, but the memory of weeping with frustration isn't going to go away in a hurry despite anything TT reps can say.

TalkTalk

Hi All,

@bod1467 I am aware of this code and the proposed changed by Ofcom i.e typcal speed range at the point of sale and substatiating speed claims is something TT are already doing and have been for some time. When customers check availabilty with TT they get an expected speed. The quoted value is actually less than the speed we anticipate in order to ensure customers expectations are not mismanaged.


However as an industry there is no specific issues with the advertised services, just a new set of recommendations which is constantly evolving to a changing market (such as the change from advertised "free" broadband to "inclusive" broadband) many of which are already in place wiht many ISP, although often misunderstood by consumers and TalkTalk have always looked to provide simple advice on our services presale.

@patman99 I can assure you that public visibilty is not the reason we ask custoemrs to join the TT Members Forum. We used to provide support directly via MSE as we openly welcome customers and non customers the freedom to express themselves as they see fit, just as we have the freedom to be here and offer support and advice. However MSE revoked all company reps from sending private messages due to an individual ISP using this to solicit new business.


We agree this is not the purpose of our presence here so have no grievance with MSE's decision to do so (this can be verified with MSE should you wish) however it does limit our abilities to support customers here sp we frefer to the Members Forum. The TT Members Forum is visible to anyone, you do not have to be a member to read the posts on the Forum, as such this is just as public as MSE. The reason only customers are able to register to post, is because this is a support function for exisiting customers only, we do not use this to solicit new business or complete sales, purely to support our exisitng customer base that choose online media to engage with us.

@redglass I dont have a "corporate line" we do not work from scripts or any predetemrined informarion but rather respond dynamically to the issues and queries posted to us in the Online Community Department. My presence here is to offer support and advice. If you wish for us to investigate into any issues please feel free to join the members forum.

Regards

Mark

bod1467

TalkTalk_Company_Representative wrote: »

Hi All,

@bod1467 <weasel words>
Of course there is no industry concern, that's exactly why the new guidance has come about.

@patman99 <reasonable words>
The OCEs servicing the TTMF seem to provide a good service. It's such a shame that telephone support appears to be so terrible.

@redglass <weasel words followed by reasonable words>
You may not have a script per se, but ALL company representatives toe the corporate line.

Regards

Mark

Edited with my comments.