Talktalk can't fix faults

Stonker

Another 30 mins....terribly sorry but nothing will be happening tomorrow. An update will be available on thursday

(What happened to tomorrow)

I don't know.......sorry

(What will be happening on Thursday?)

They will provide an update

(Who will come and what will they be doing?)

Don't know...............I'm sorry

[This was after starting at the beginning and asking me if I had dial tone]

Stonker

I had a few other calls from talktalk today. I think I've worked out where they're going wrong now:

You phone in and get put through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff
You get told a load of nonsense
You email to complain
Their correspondence team call you and put you through to their fault management staff

How about, instead of putting you through to their fault management team, they tried escalating to somebody who can actually take ownership of the issue and get a bit tough with Openreach instead of just accepting any old rubbish?

Stonker

TT actually called me back yesterday afternoon and said that a hoist WOULD be arriving today irrespective of what I was told earlier.

..........guess what?

Stonker

I was called at 4pm and they told me that Openreach had been dispatched and should be on site......

Guess what?

Stonker

I have not received a reply to any of my emails to TT since this problem arose. My girlfriend suffers from anxiety and panic attacks and is at home alone with no phone. Do they care?

Stonker

OK, Yesterday a hoist never arrived. They told me they had dispatched one so I don't know what happened to that!

So an update was due today and the update is.....they will now be coming on the 14th, next Tuesday.....

They are now saying that the fallen tree needs to be removed...

Why didn't they know that on 27th when they originally surveyed the fault? Why send 7 engineers to survey and fix the fault, let me down 3 times for a hoist and then suddenly out of the blue decide that they need to remove a fallen tree? The tree is quite small, isn't in the way and in any event is in a neighbours garden. I guess the next excuse will be that they can't get in his garden....

Anyway, the 'Fault Manager' that I spoke to has agreed to terminate my contract without paying the remainder of my term. I don't know if he has the authority to agree that though and in any event they have already twice said things to me and then denied saying them on the same call. Ain't it great

Stonker

OK, enough is enough. I called trading Standards and they confirm that under the Goods and Services Act 1982 (as amended) I am entitled to have my line repaired in a reasonable time and to have my case and complaint dealt with with reasonable care and skill. If I can establish that they have failed in this regard, then I can claim my consequential losses

Sparx

Try email Openreach's complaints team? No you are not their direct customer, but you can just say you are emailing on behalf of TalkTalk who have no ball sack to escalate anything.

Have a Google and you will find a few emails or for high up staff who can get the ball rolling quicker for you hopefully.

Personally I was thinking if you could get a MAC code from TT, move to BT and on the 'go live' date when it can't happen if OR decide to do something about it sooner rather than later?

Stonker

I have emailed openreach complaints. Oddly enough, they have removed the email address from their website, you have to log in as an SP now.

I had the email address though. They did reply saying that they can't help but I have replied asking some generic questions about procedures when they replace a pole etc.

Maybe I will google and see if I can find an email address or two...

Stonker

BTW, TT told me that I don't need a MAC code, I can just go to another SP?

My partner called from home last night to say that the cable that they can't repair is nor hanging out of the trees and dangling down towards the road. I do hope that nobody plugs a telephone into it and starts making international calls!