Problems with TalkTalk

clivejo

TalkTalk have told me that they do record calls and a recording of the conversation should be available.

I would advise you to open up a thread on the TalkTalk Members Forum and ask a OCE to review the recording. One thing I might suggest, as its happened to me a lot with my fault. If you call someone and dont hangup properly, they will still be connected. Maybe the fault was the reason you couldnt disconnect from the TalkTalk rep?

I have to admit Im not a fan of the so called telephone 'Support Line'. I was told by a TalkTalk technician that the fault was under my house. I told him that was impossible as the line was overhead on poles to my house and certainly didn't go under it! Dont let them bully you or fob you off, and try to keep calm. I know its easier said than done!

TalkTalk

Hi rossi nut 46,

If you tweet us @TalkTalkCare or join the TalkTalk Members Forum we can investigate into this in more depth for you.


Regards

Mark
TalkTalk Online Community Department

clivejo

Id just like to thank Mark and the rest of the staff on the TalkTalk Forum for the ban. Even though my line port has now been successful, I still have a open complaint with TalkTalk and as your CEO office wont respond (My current contact decided to take a week holiday and let me find out via his voicemail). Really not a good example of customer service. :T

suki1964

Clivejo. Think you live in my road

I've had the same problem since Easter 8 miles from exchange, overhead line and constant disconnects in bad weather.

However it's not talk talks fault as where I work they also get disconnects in bad weather and they aren't with TT. It's the archaic infrastructure we have out here in the country. Until there's a major crisis as with the electric and the water the past few years, money won't be spent on bringing us up to the 21st century

Like you my nearest box less then a mile from me so couldn't understand why I wasn't able to get fibre to cabinet, turns out I'm connected to a box over four miles away

Go figure

clivejo

My problem is noone will take responsibility. BT refer me back to TalkTalk as they are my provider. TalkTalk blame BT. BT keep closing the fault ticket saying everything is fine. Its not fine!! Why would I be wasting my time for a fault that doesn't exist!! My last CEO's contact was to open a complaint with BTOR, but as I said before, hes gone on leave! The new lady wont return my calls. Now they have banned me from the forum. I am so fed up with this!

clivejo

I moved my number to Sipgate last week and since then I cant dial out, but I was getting a dial tone.

I was surprised to hear it ring yesterday, just before my power went out. There was lightening in the area, so I left the power off and disconnected the phone line. When I plugged it in again the line was dead. How do I get BT to test the physical line?

clivejo

Well well, got a call back from my 'new' CEO's contact. Apparently, because Im no longer a TalkTalk customer all the previous promises I was made are null and void.

GDBD59

suki1964 wrote: »

Clivejo. Think you live in my road

I've had the same problem since Easter 8 miles from exchange, overhead line and constant disconnects in bad weather.

However it's not talk talks fault as where I work they also get disconnects in bad weather and they aren't with TT. It's the archaic infrastructure we have out here in the country. Until there's a major crisis as with the electric and the water the past few years, money won't be spent on bringing us up to the 21st century

Like you my nearest box less then a mile from me so couldn't understand why I wasn't able to get fibre to cabinet, turns out I'm connected to a box over four miles away

Go figure

I've given Clivejo some advice previously, I used to be a BT engineer. I don't doubt that your line would benefit from maintenance, but the summary you give here is far too vague & simplistic.
If your line is 4 miles beyond a 'box' it probably wouldn't make any difference whether the 'box' was fed by fibre anyway.
Unless the 'box' has say, a couple of hundred customers off it, BT is not going to lay a fibre cable in a hurray, they'd wait for years to get the money back on it.
Clivejo said he has miles of overhead feeding his house, with difficulties for BT engineers.....that's more likely where the problems lie.


Clivejo has already mentioned that he thinks his line is combined with another on a system called DACS. If so, I'm pretty sure that it makes remote-testing by their Faults call-centre less effective. Even if a line is not over DACS, 'noise faults' are invariably impossible to measure, & therefore MUCH more difficult to locate.

Clivejo......dial tone but can't dial out......does pressing a number break (stop) the dial tone? If not, I'd check your phone.
Verify that it's your number if possible. Ring from a mobile....do you get ringtone, does phone ring? (they're not the same). If they all don't work correctly it could possibly be that the line hasn't been fully switched between Service Providers. Unlikely, but possible.

I did a search for OFCOM on this thread.....no mention. Gotta be worth trying them.

macman

clivejo wrote: »

My problem is noone will take responsibility. BT refer me back to TalkTalk as they are my provider. TalkTalk blame BT. BT keep closing the fault ticket saying everything is fine. Its not fine!! Why would I be wasting my time for a fault that doesn't exist!! My last CEO's contact was to open a complaint with BTOR, but as I said before, hes gone on leave! The new lady wont return my calls. Now they have banned me from the forum. I am so fed up with this!

BT OR do not deal with retail customers. Your line rental provider is wholly responsible, as your contract is with them. BT are effectively their subcontractor.

TalkTalk

clivejo wrote: »

Id just like to thank Mark and the rest of the staff on the TalkTalk Forum for the ban. Even though my line port has now been successful, I still have a open complaint with TalkTalk and as your CEO office wont respond (My current contact decided to take a week holiday and let me find out via his voicemail). Really not a good example of customer service. :T

Hi CLiveJo,

If accounts disconnect so does the access to the forum. The forums are there to offer support to existing custoemrs. Once the line disconnects, forum access is also restricted.

As you have advised, your issue is being handled via the CEO's Office so there should be no further need to make contact via the Members Forum, all contact should be directed via the CEO's Office.

You have confirmed that your CEO point of contact left the office, as per our last contact I confirmed this would be handed to another agent to continue investigations. You have confirmed above that this has been the case so all processes are working as described.

In regards to the post from GDBD59 this raises some valid points with regards the supply of service to you which we have already confirmed via the forum. Distance to the street cabinet and exchange are the main factors when considering line speeds, with the quality of the line being the secondary element to this.

As advised if you continue to handle your complaint via the CEO's Office they will advise you further on what actiosn can and cannot be taken with regards to your issue, as the CEO's Office is the higest point of escalation any advice or support they give supercedes that of any other department.

Regards

Mark
TalkTalk Online Community Department.