TalkTalk now introduced security questionning on the talktalk forum

trinidadone

hello All,

I have notice the talktalk members forum have now introduced a new way of identifying there customers. I wanted to know what fellow customers and MSE users thought about this?

for those who have not used the talktalk forum, heres a brief summery:

OLD SYSTEM
Once you registered on the talktalk members forum, you could ask online talktalk staff to for help regarding there telephone service, broadband service and tv service.

Online staff would send a internal email to you through the talktalk members forum asking a few security questions once. You would respond, and away you go with your query investigated.

NEW SYSTEM
Like before you register for the talktalk members forum once.
Now when you post a query, you will be asked to click on a link from the online staff.
You would be asked the folowing questions:

Confirm you are the account holder
* Confirm the phone number that your query relates to.
* Confirm your Full Name
* Confirm your Full Address
* Confirm the last 4 digits of the bank account number used for your direct debit, if you pay by card use the last 4 digits of the card number
* Alternative Contact Number

you need to paste these questions onto a "contact us" form". You then have to answer all the questions in full.

Once you have done that, you need to complete the contact us form (personal email, name and a generated code)

you then send the contact us form off, and wait for a automatic reference number sent to your personal email account.

You then need to open this email, copy the reference number, and return back to the original thread on the talktalk members forum, where you past the reference number for the online staff to see.

I be interested in peoples thoughts on this????

oldagetraveller

Don't they say it's for Data Protection reasons?
Seems a bit strange when Plusnet reps are able to identify a user, who is also a customer, and answer questions without going through any procedures similar to TT's!

trinidadone

oldagetraveller wrote: »

Don't they say it's for Data Protection reasons?
Seems a bit strange when Plusnet reps are able to identify a user, who is also a customer, and answer questions without going through any procedures similar to TT's!

Like you I thought it relates to the Datat protection, but acording to the talktalk rteps, they have informed me it makes responses quicker, although i have not figgered out how as yet. I did ask about customers with addittional needs whom those whom might not beable to grasp the system. The response was only general information could be provided.

penrhyn

Shirley, its so if you post adverse comments on their products or customer service they know who you are and where you live so they can sent the boys round to re-educate you?

Daz2009

I've used it twice recently,the fact that I managed to get both issues sorted on the forum is good enough for me,I didn't mind jumping thru a few hoops first,telecomms companies are notoriously bad at communicating lol

trinidadone

penrhyn wrote: »

Shirley, its so if you post adverse comments on their products or customer service they know who you are and where you live so they can sent the boys round to re-educate you?

LOL, its more about asking for help than posting about there cusatomer service or products

bod1467

I read the TTMF at times (although I am NOT a customer - I just like a laugh, mocking the afflicted. )

I have noticed that people seem to find the new identity/DPA system particularly onerous and difficult to use - there are many instances of people having to complete the Q&A process several times before they get it 100% right. That tells me the instructions provided to complete the process are not clear and unambiguous.

I take it this is one of your threads?

trinidadone

bod1467 wrote: »

I read the TTMF at times (although I am NOT a customer - I just like a laugh, mocking the afflicted. )

I have noticed that people seem to find the new identity/DPA system particularly onerous and difficult to use - there are many instances of people having to complete the Q&A process several times before they get it 100% right. That tells me the instructions provided to complete the process are not clear and unambiguous.

I take it this is one of your threads?

Yeah a number of people seem to be asked to repeat the same procedure of completing there security questions, the form is not layed out well, as the questions are all bunched together, and you have to paste those onto the online form.

I did enquire about customers with addittional needs and was told they have noithing inplace for these customers, they simply cant deal with customers who are unable to complete there form

yes well spotted, thats one of my threads as your not with talktalk, who are you with???

bod1467

BE Unlimited (for line rental, anytime calls and broadband). It's not full LLU like TT though. The line is a resold BT line, but the broadband part is LLU (links to BE's equipment in the exchange).

TT would be cheaper for me, but I'm content with my package and the (excellent) level of support that BE provide. They're also more likely the believe what their customers say, and will go "off script" to resolve an issue ... with TT you could wait weeks for anyone to do that (if at all).