Talktalk can't fix faults

Stonker

I emailed them this morning to say that as a result of them failing to repair my line in a reasonable time, that I will be claimimg for my time and resultant financial losses.

They called me back and left a message asking me to call them. This I did and was put through to a lady in the 'correspondence team'. She told me that they were very sorry and that she would immediately credit my account with £20 compensation (I made no comment as I don't accept this in full and final settlement). She then said that she would put me through to a senior manager who would sort this 'here and now'. After a considerable wait, a man came on the line with a string Asian accent. He kept calling me 'mam' (which didn't go down too well as I'm male), and started asking some very basic questions such as 'which services have you lost' and then asked me to wait while he read all the notes. After a considerably period of time, he then asked me to wait while he tests the line'. It appears that I wasn't put through to a senior manager at all but to some testing engineer and it appears that neither of us understood quite why we were talking to each other.....

Hey Paul, still think they're doing everything they can?

macman

I'd have accepted the £20, as it's about all you are going to get.

Stonker

I think they've paid it anyway.

I get the impression that you work in Telco too. May I ask which company?

Stonker

Further to post #18, I have been overusing my mobile as agreed. As I've overused £60 of data now, they have kindly restricted my mobile service and demanded a payment. I have now made the payment and they have made the credit to my landline account. The trouble now is that I can't use my TT mobile for up to 24 hours.....

You couldn't make it up!

macman

Stonker wrote: »

I think they've paid it anyway.

I get the impression that you work in Telco too. May I ask which company?

No, I don't. But I'm finding it hard to believe that you worked in BT for 30 years. You must know that there is no SLA on a residential contract: if you want a priority repair service then you need to pay for a business contract.

Stonker

macman wrote: »

No, I don't. But I'm finding it hard to believe that you worked in BT for 30 years. You must know that there is no SLA on a residential contract: if you want a priority repair service then you need to pay for a business contract.

I'm not looking for an SLA. They have failed to repair my line in a reasonable time and have failed to handle my case with reasonable skill and care. Nothing to do with SLAs

Agreeing for me to use mobile data and then disconnecting my mobile is a classic, Surveying the fault and then sending engineers out without a hoist, sending the wrong hoist, believing they had to replace poles....or was it dig the road up and replace an underground cable? Maybe we should call him , apologise, pay him £20 and then get a senior manager to talk to him?...that's a good idea call him now...OK....

Ring ring.....Hello, is that Mr X? This is talk talk. Really sorry about the problems you're having....you have no TV service is that right?.....Oh?...what's the problem then?....Phone line? Oh I see, is your broadband OK?...oh sorry, you've had a complete loss of service and we seem to be running out of excuses as to why we can't fix your line.....here have £20...One of our senior managers wants to discuss this with you. He want's to sort this all out for you right now.....OK, hang on I'm connecting you to Raul. .....hello, this is Raul, how can I help you? You have no broadband, is that correct? Oh...is your phone not working either?....OK hang on while I read the notes, do you mind if I put you on hold for a minute?................................................................................................................................................................................................................................................................................Thankyou for holding, would you like me to arrange for an engineer to visit? Hold on, I'll test your line to see if I can see the fault?............It does look faulty, do you know whether the fault is inside our outside of your property? What?.....Sorry?.....Senior manager? No, I'm a fault management engineer..........No sorry, I can't transfer you back to the lady you were speaking to before? We have many agents in Talktalk, I don't know who she was...........

Get my drift? Meanwhile, I'm driving over 100 miles to an office as I can't work from home due to their amazing incompetance.

macman

But if working from home requires you to have a reliable service, then why did you choose TT in the first place? Their CS is notoriously poor (though it has improved in the last year or so).
If you are running your business on this service then you are technically in breach of your contract anyway so, which is why any claim for consequential loss will be rejected.

Stonker

I'm not, I merely intended to work from home yesterday. The loss is due to them not repairing my line in a reasonable period of time and not handling my fault or complaint with reasonable skill and care.

I'm not so sure how their notorious CS is relevent

Stonker

Talktalk have just called me again.....30 minutes or so in to the call, I get asked if I now have service.............nope, the tree is still laying on the line!

Stonker

And again...another 40 mins...

A hoist is at your property now but they are not clearing the fault, only clearing the area.....

(Phones home to find no sign of OR)

Oh....hang on....so sorry, there was somebody there this morning but they were only doing a survey

(You told me a hoist was there and they were clearing the area)

No I didn't. A hoist isn't available, they are all booked

(Yes it was booked to come to me!)

I'm sorry sir, I tried my best

(How do I escalate thais?)

It already has been escalated

blah, blah blah......hoist booked for tomorrow.......