Talktalk two months with no phone or Internet - worst phone company in Britain??

alphabeta77

Ok we had a poor connection for about a month with crackling line, slow broadband etc. This became a totally dead line and no connection at all. I raised with talktalk who have now spent two months trying to fix, escalating to CEO's office, line management etc

Now sick to the back teeth of their incompetence - they still can't give me any update on what the problem is nor eta for resolution.

Am still in contract with them, but would like to move to someone else - does providing zero phone or broadband for two months + constitute breach of contract on their side???

notbritishgas

I think you have been very patient.

Talk Talk should refer the fault to BT Openreach for clearance, I do not think they have that much of a backlog, so possibly they have not reported it to OR.

General advice on here is that the Talk Talk forums can be helpful, try registering and posting on there.

www.talktalkmembers.com/forums/

alphabeta77

Hi, they already have and the forums appear unable to do anything beyond prodding for escalation.

Here's the forum thread:
talktalkmembers.com/forums/showthread.php?t=86419&page=5

espresso

alphabeta77 wrote: »

Hi, they already have and the forums appear unable to do anything beyond prodding for escalation.

Any MSE'ers thinking of joining TalkTalk should definately read your thread on the TalkTalk members forum here because it demonstrates the pathetic level of support that their [STRIKE]Online Community Executives[/STRIKE] Script Monkeys actually provide. They have known for a month that the line is dead and they are "running tests"!

Ten days ago 17 Oct "As soon as we have more information on the progress of this issue we will keep you informed"

What a useless apology for support they are - avoid.

alphabeta77

Yeah, tried that around 7 weeks ago and it just said my fault had been resolved!! Resubmitted and it is just frozen at investigating.

I did receive an email a couple of days ago asking what I thought of the service I had received recently from them.

Unfortunately words failed me at that point....

Iconic

I cannot understand this from the thread on the TalkTalk forum.

Mark got on the case on 1st October.

On 18th October he said 'we can process an escalation to the CEO's Office'

On 26th October he said 'If you read the Who's Who Guide you will note all of the Online Community Executives, including myself, came from the CEO's Office'

I would put in an official complaint now! Have a look here http://www.moneysupermarket.com/broadband/consumer-rights/

alphabeta77

From what I can understand I think Mark formerly worked in the CEO'S office where they had access to more information/tools/methods of escalation etc and moved into the forum support team where, in Talktalks infinite wisdom, they decided to take away all these extra powers.

I think he alludes to the fact they are trying to improve these lines of escalation, but think if anything that highlights the fairly fundamental operational issues that exist there...

Mystifying.