Talktalk problems - should I switch to Sky?

megela

Hi,

We're with Talktalk, have been for 5 years, We've lost all phone and broadband since Sunday 19/11. Being told will not re-connect until 30/11!!

Phones are OK as they have diverted to mobile, but really missing internet and I feel this is unacceptable service. I work from home and we have teenagers wanting to do homework.

Can't get through to a real person, have e-mailed to request a free mobile broadband dongle - don't hold out much hope though.

Had been thinking of moving to Sky for sometime, what is your experience of Sky? Or should I just hold out for Talktalk to fix it as we've not had problems in 5 years?

Heinz

That reminds me, I must buy a new frying pan.

macman

If it's a problem on the local loop, which it probably is, then switching ISP's will make no difference, as BT OR maintain the line (or not) regardless of supplier. 5-7 working days for a fault repair is pretty much standard for OR, and always takes longer at this time of year as the weather worsens. The most you will get is a credit for the downtime (but you have to ask for this), as there is no SLA on a residential contract.
It's unlikely that you can move direct to Sky LLU if you are on a TT LLU line, you'd probably have to go back to BT first on a 'return to donor'. Having said that, Sky are a much higher rated supplier than TT (assuming you can get them LLU) in every way.

Neil49

I've been with Talktalk for 4 years and have had two major line failures. Both were caused by Open Reach at the exchange (which they apologised for) and outside the control of Talktalk.

Despite bad reports of Talktalk on here, on both occasions they were easy to contact and they kept me updated on a regular basis.

As macman says, you are now in the hands of Open Reach and their timescales.

megela

macman wrote: »

It's unlikely that you can move direct to Sky LLU if you are on a TT LLU line, you'd probably have to go back to BT first on a 'return to donor'. Having said that, Sky are a much higher rated supplier than TT (assuming you can get them LLU) in every way.

Thanks for your replies. What's an LLU, is it when BT own the line and Talktalk rent it? Do Sky supply in the same way?

:mad:Turns out that some b****y idiot has cut through the cable while digging foundations for a new T3sc0 round the corner:mad:.

macman

Local Loop Unbundled-when suppliers other than BT install their own netrwork equipment into the local exchange. BT OR continue to maintain the local loop (to your house).
Sky offer both LLU and non-LLU services, the latter is called Sky Connect and is just a resold BT Wholesale product.-you don't want that.
An exchange search on www.samknows.com will show your available LLU suppliers.
However, LLU to LLU transfers are difficult and often impossible.
So, to be fair to them, not really a TT issue at all-all local services will be affected.

megela

Thanks macman I really appreciate you taking the time to explain that to me:)

TalkTalk

hi megela,

Im sorry to hear of the problems experienced due to the cable break.

If you join the TalKTalk Members Forum or tweet us @TalkTalkCare we can keep you informed of any progress on the incident.

Regards

Mark
Online Community Department

megela

Hi Mark,

Thank you, I've become resigned to waiting for it to be fixed. There are others far worse of than not having a phone/internet. At least we have electricity and don't have a river running through our house.

My main gripe though is that I can never actually speak to a real person. Whenever I call Sky (TV) I can easily speak to someone.

I wanted to ask for a mobile broadband dongle so I can work, and my teenagers can do their homework - I sent an e-mail requesting one, but no-one has responded, even to say no.

I've always been happy with Talktalk up to now, but it's mainly just frustration about lack of communication, just a text now and then.

macman

You won't get a free dongle, all you will get is a credit for the downtime if you ask. There is no SLA on a residential contract.

TalkTalk

megela wrote: »

Hi Mark,

Thank you, I've become resigned to waiting for it to be fixed. There are others far worse of than not having a phone/internet. At least we have electricity and don't have a river running through our house.

My main gripe though is that I can never actually speak to a real person. Whenever I call Sky (TV) I can easily speak to someone.

I wanted to ask for a mobile broadband dongle so I can work, and my teenagers can do their homework - I sent an e-mail requesting one, but no-one has responded, even to say no.

I've always been happy with Talktalk up to now, but it's mainly just frustration about lack of communication, just a text now and then.

Hi Megela

If you join the Members Forum or Tweet us @TalkTalkCare we can address any queries you may have.

No front line agents will be able to authorise credits for a dongle. This would require escalation for any consideration and this is not a guarentee it will be fulfilled.

As Macman has advised we do have a compensation policy which may be applied after the issue is resolved.

Regards

Mark
Online Community Department