TalkTalk Usage Meter Is B0rked

visidigi

TalkTalk has a PR department? They must be busy.

I fear the Irony/Sarcasm meter at TalkTalk is broken too, best get the techs on to that...

bod1467

TalkTalk_Company_Representative wrote: »

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.

For one thing, check the thread I posted originally - BEFORE it was edited by the OCE. There were MANY posters in there reporting the same issue. I don't believe that all these posters were assigned their own threads.

AnnieD_2

I posted on here about this a couple of weeks ago and refered to the shocking comments I'd read on the TT forum. I haven't actually posted on the TT forum but just attempted support and advice via customer support. Silly me! Needless to say I got nowhere. Where does this leave me? Are only the cases on the TT forum being investigated does anybody know. I've given up for now and see the only option is moving to another provider due to lost confidence.

TalkTalk

Hi Bod,

If you wish to provide a link to your thread on the TT Members Forum ill happily look into this. I was however referring to the quoted text in your last post. This appears to Quote a TalkTalk Rep on the MSE forum. Can you confirm if this was an actual quote and reference the orignal post?

AnnieD - I can only apologise if you ahve not been able to resolve your issues with the telephony support teams but as you have advised we are investigating these issues on the TT Members Forum, please feel free to join the forum and we can investigate.

Regards

Mark
TalkTalk Online Community Department

AnnieD_2

So you have to join a forum to enable investigation? Direct repeated emails to customer services means nothing?? What a strange way for a communications company to resolve it's issues and conduct its business.

I actually had a promotional call from Talk Talk today. Poor guy didn't know what had hit him when I gave him my story (I wasn't rude or nasty btw). I actually thought he was very good. He seemed to understand my concerns and promised somebody would call me straight back to sort my issues out. I was impressed, but not for long - guess what - no call back!!

A

bod1467

TalkTalk_Company_Representative wrote: »

Hi Bod,

If you wish to provide a link to your thread on the TT Members Forum ill happily look into this. I was however referring to the quoted text in your last post. This appears to Quote a TalkTalk Rep on the MSE forum. Can you confirm if this was an actual quote and reference the orignal post?

Regards

Mark
TalkTalk Online Community Department

I despair! Really - I do. As visidigi said previously, the TT sarcasm meter is borked! :rotfl: I can't believe you thought my previous reply was a genuine TT Rep response on MSE! :rotfl: (Hence why I thought you were talking about my OP).

As should be apparent by now (because I've stated it on more than one occasion in this forum), I am NOT a TT customer. Therefore I do not have a TT forum thread. (I would LOVE to be able to post to the TT forum though, to be able to put down some of the bullsh!t that gets posted from time-to-time. (Not usually by the OCEs, but sometimes).

@AnnieD - the TTMF appears to be the ONLY communication channel that yields any positive results from what I can see. The phone and email CS channels appear to be a complete and utter waste of time, being as they seem to be serviced by script-monkeys who have no scope (or ability) to think for themselves. For a supposed Communications company this really does speak volumes.

I wouldn't let TT anywhere near my broadband - I value the stability, freedom and customer service provided by my current ISP too much to risk TT monkeys getting their hands on it and fscking it up. (BE Unlimited , in case you were interested). Not the cheapest option granted, but as with most things in life - you get what you pay for.

TalkTalk

HI AnnieD,

No the forum isnt the only way to get the matter resolved, you can call email or send a letter.


Hwoever we offer matched communication types. Therfore if we communicate via social media, such as forums facebook etc, we will refer customer to the forum or twitter for support matter that require account access. This doesnt stop you using other methods but we are using a forum now to communicate, so we've offered a forum to continue the same support type.

@Bod - Im fully aware of sarcasm and that it wasnt a genuine quote. I was looking for you to confirm that it was a misrepresentative quote which you had edited on this public forum thread, not a genuine quote from a TalkTalk Rep.

Thanks for providing that confirmation that for us

In regards to your reference that inaccurate information is posted by the OCE do you have any examples to suport this claim? Although as a non TT customers you cannot post in the support forum you can still view this so obtaining URLs should be possible.


Regards


Mark
TalkTalk Online Community Department

visidigi

TalkTalk_Company_Representative wrote: »

@Bod - Im fully aware of sarcasm and that it wasnt a genuine quote. I was looking for you to confirm that it was a misrepresentative quote which you had edited on this public forum thread, not a genuine quote from a TalkTalk Rep.

Thanks for providing that confirmation that for us

For the love of god - when will companies learn that social media is not a place to be all high and mighty.

Why should he confirm? What difference does it make? Are you going to get it removed? Are you afraid the management of talktalk will see the comment and ask you what you're doing?

Seriously, the only thing Talk Talk are doing is proving, in a open social media platform that despite their efforts they aren't getting this right either.

Sometimes I wonder if theres any point to companies doing social media interaction - far too many of them plain suck at it.

bod1467

http://www.talktalkmembers.com/forums/showthread.php?p=752210#post752210

Emma has responded in good faith with what's on the TT system. But unless the BTOR engineer fixed a faceplate wire then any loose wiring was in the backbox of the NTE5A master socket - which is BT's (and thus TT's) responsibility. My guess is that there was a lose backbox wire, but the BTOR guy also remade the faceplate (extension) wires "just to be helpful", which could coveniently be classed as "doing user-maintained wiring improvements". So the FAULT was the backbox wiring, but additional (unnecessary) work was done to try and justify a charge. (That's how I read it).

That's an example of a thread where TT staff are not really being helpful (IMHO). If I could have posted on TTMF I would have asked the OP exactly what wiring the BTOR engineer touched.

(Hook baited).

TalkTalk

HI Bod,

The thread you have provided shows em provided generic advice yes, but also that she requested via PM, security detials from the OP. This was so she could look into the individual circumstances of the issue reported and check the engineer report.

You can see there has been a post at 13:05 today following up after the receipt of the PM with more specific information from the BT Open Reach engineer notes which state the fault was found on internal wiring which was the customers responsibility with valid charges.

visidigi - were not being high and mighty, as i stated below Bod has already confirmed that its not an actual quote from TT, no further action is neceessary.

TT use social media to provide advice support and assitance to our cusotmers in the public domain, if you ahve any advice on improving our presence here feel free to provide us with feedback.

Regards

Mark
TalkTalk Online Community Department