TalkTalk Usage Meter Is B0rked

bod1467

Oh look! Another one.

http://www.talktalkmembers.com/forums/showthread.php?t=73004

@AnnieD - exactly the thrust of the point I have been making in this thread.

TalkTalk

HI Annie,

In regards to your point we HAVE to prove the usage metre is not accurate by using a THIRD PARTY monitoring tool. This is a requirement of our network teams before they will investigate as a network wide issue (as is a specific number of examples) otherwsie sisues must be investigated as an individual issue in which case a nub er of variables need to be ruled out, such as wireless security and antivirus.

@Bod - You suggested we raise the dispute first without confirming the ifnormation we have on record. The customer doesnt see the engineer notes at the time of the visist. As such in about 50% of cases when we confirm the engineer notes the custome agrees that is exactly what happened and the dispute goes no further (as its a valid charge and the customer agrees that the work noted was carried out and this si chargeable). The other 50% of the time customer disagree with the engineer notes and request further invesitgation (as in this case). As advised we tried it the other way (i.e jsut raising the dispute wihtout confirming the notes with the custoemr first) but this takes longer and causes more frustration as the request is bounced back from OR via our network teams confirming what is satated in the notes.

However if we confirm the notes with the customer first OR cannot come back and just confirm the same information we have already given the customr. As such it forms the basis of a dispute

I appreciate your point however you appear to not take into consideration the processes in place to raise a TRC dispute with Open Reach.

Regards

Mark

bod1467

I did NOT suggest that you blithely raise disputes with BTOR. Gaining confirmation first with your customers is absolutely the right thing to do. Please don't put words into my mouth (figuratively).

My point was that you TAKE TOO LONG to ask your customers the right questions so that you CAN confirm the issue at hand. It is this to-ing and fro-ing before the customer gets asked the right questions that leads to the frustrations your customers appear to endure.

AnnieD_2

Why can there not be a supportive customer service expaining to us at source, without having to go through all this. I just don't get but I'm obviously not alone. TT don't learn by experience then??

http://www.bbc.co.uk/news/technology-16266531

bod1467

http://www.talktalkmembers.com/forums/showthread.php?p=757333#post757333

Looks like the usage meter is STILL b0rked.

TalkTalk

Hi all

@AnnieD - We do explain as much as we can via the TTMF Forum.. there was a sticky post with announcements regarding this.

@Bod - The usage metre is actually now back up and running

Regards

Mark
TalkTalk Online Community Department

bod1467

Yippee doo! Only took a month.

AnnieD_2

TalkTalk_Company_Representative wrote: »

@AnnieD - We do explain as much as we can via the TTMF Forum.. there was a sticky post with announcements regarding this

You are totally missing the point. I shouldn't have to and don't want to join a public forum to get any problems sorted. The same or better service should be provided by your customer support service or what's the point of having it? I find it most odd!

A

TalkTalk

AnnieD,


Your right telephone support adn the forum should be the same. Im not missing your point as i fully agree. However, we're not claiming to be any better than Telephony support via the Forum, its just an alternative.

If you ring us we handle the enquiry on the phone, if you email we email back, if you raise an issue via a forum, we offer a forum as support.

This is just a matched communication type. Your more than welcome to continue using the telephony support if you wish, im just offering an alternative if you wanted to utilise it. There is no obligation to join the forum, you dont have to do it to get your issue resolved. However as you posted here on a forum you clearly demonstrate a desire to use forums, on that bassi were offering you a forum to support you.

Hwoever the Online Community Department like to take ownership of issues and see them through to resolution (such as the Usage metre issue which we initally identified via forum threads, fedback to the relevant departments that development was required and highlighted the issues impace to senior management) and we can only do that through the channles we control, i.e the forum, twitter, facebook, external sites such as MSE.

As such if you want to use the forum as I have offered your welcome to, but you dont have to.


Regards

Mark
TalkTalk Online Community Department

seeya23

TalkTalk still owe my wife money from over 2 years ago