TalkTalk Usage Meter Is B0rked

bod1467

http://www.talktalkmembers.com/forums/showthread.php?t=72588

Funny isn't it that a handful of people report an issue with the usage meter reporting erroneously high yet TT give a blanket response of "not our fault mate" - even when the usage figures are barely physically possible with 100%, constant utilisation!

It took lots of members shouting about this issue before the response changed to "we're collating information about this to report to the Ops team".

How long before we see the "Oops! We dropped a bollock" response? And will we even see a formal apology? I wonder how many people will get hit financially (boost auto-applied) because of this clear and obvious error? And how long it takes TT to refund their accounts.

Great money-making scam eh? System has a "fault", whams people with unnecessary boost (£5), holds on to that money for a few months then refunds it. All the while TT earns interest on those funds obtained by suspicious means.

But I guess I'm just a cynic eh? No way TT would ever engage in dubious business practices, eh?

bod1467

OCE_Emma wrote:

I've removed other posters from yout thread to make the issue easier to deal with. I've also added you to the list of affected accounts.

The deleted posts were mostly "me too" responses. Have they also been added to the list, or conveniently brushed under the carpet?

tony98

Glad to say I checked the forum before ringing them up. Now waiting for them to correct it before I go over the 40GB limit. :eek:

bod1467

Add a new TTMF forum post about this (if you haven't already) so that your concern is formally recorded. That way they can't backtrack and try and charge you for excess usage.

tony98

Looks like they have found the problem-

http://www.talktalkmembers.com/forums/showthread.php?t=72875 :T

TalkTalk

Hi Bod,

In the first instance, if there are only a couple of people reporting issues we need to actually demonstrate there is a problem to the network teams for this to be investgated.

I can assure you the OCE do everything we can to identify issues and provide feedback to the relevant departments. Where applicable we will look into any matters reported to us. If the result of this is that no issues are found we will advise as such and investigate into this if further examples are raised which we can collate to demonstrate a wider issue is present and warrents investigation.

Regards

Mark
TalkTalk Online Community Department

bod1467

There had already been several (15+) members reporting this issue yet Emma's stock response was to blame the members' security settings/request independent proof of usage. It was only after almost 3 DAYS of complaints that TT's response changed.

TalkTalk

HI Bod,

15+ people compared to 4.5 million users is a small percentage, as advised its only when we have sufficient examples that we can raise matter for further investigation, the forum is very open about this process.

Emma requested independent verification because this is a standard check where usage is being queried. Without independent verification that the usage metre is inaccurate we cannot effectively investigate. Checking security hasnt been breached and that an independent monitor reports a different value is always the first check. In most cases it takes customer a couple of days to return this information and once received we can raise the issue demonstrating it with substantiated evidence (i.e independent checking of the usage).

At this point we will conduct relevant security checks with the forum user and raise the matter to the network teams. A 3 day turn around for identifying the issue, collating examples, conducting relevant security checks, raising to the network teams and complete resolution of the issue being implemented is actually seen as rather and effective timescale.

This isnt a matter of blaming customers equipment, it ruling out possibilities so we are sure before raising to the network teams that there is definitely an issue that requires investigation. The OCE do not tend to ever blame a customer or their equipment, we only seek to validate that its not the customers equipment so we can isolate other causes. This is a standard diagnostic practice.


Regards

Mark
Online Community Executive

bod1467

TalkTalk_Company_Representative wrote: »

We have to follow a script and have no leeway to use common sense.

There - I've fixed that for you.

visidigi

Staggeringly poor customer experience - just because its 'standard practise' does not make it right - companies really need to learn that arrogance destroys customer trust.

TalkTalk

Hi Bod,


I can assure you that we dont follow any scripts on the Members Forum, as advised in the first case we ruled out security and confirmed that the usage metre was reporting erroneous data before raising the matter.

Can you provide a link to the thread your quoted post originates from, Im sure this will be of interest to our PR team to check.


Regards

Mark
TalkTalk Community Department