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Talk Talk Retention Offer
stressedofdevon
Posts: 1,279 Forumite
I've been with Talk Talk for 18 months having signed up to get the free Talk Talk + box, but I've been pleasantly surprised by the reliable service having previously been with Sky whose broadband constantly went down.
Now my contract is up I decided to log into my account and see what my new terms would be and was surprised to see a warning that my account was in arrears so no changes could be made. I checked my online banking and found the direct debit was in force and correct, so rang Talk Talk. And that's where it all goes pear shaped for them. Customer service is non existent, some call handlers struggle to understand and the responses are of the cut and paste, one size fits all variety. Their final defence is to repeatedly cut you off. The online chat function is equally poor so after almost two hours getting fobbed off and passed around I gave up, emailing a parting shot that I'd be cancelling.
Amazingly I received a call next day from the same foreign call centre but spoke to a woman who was both knowledgeable and helpful. Why not train all their staff to this standard? She sorted out in five minutes what others couldn't do in two hours. I've happily taken out another twelve month contract for £25 per month which includes line rental and unlimited phone, broadband and tv with no tie-in at end of deal. So to anyone struggling with Talk Talk customer services it is well worth hanging in there as there are helpful staff and deals to be done.
Now my contract is up I decided to log into my account and see what my new terms would be and was surprised to see a warning that my account was in arrears so no changes could be made. I checked my online banking and found the direct debit was in force and correct, so rang Talk Talk. And that's where it all goes pear shaped for them. Customer service is non existent, some call handlers struggle to understand and the responses are of the cut and paste, one size fits all variety. Their final defence is to repeatedly cut you off. The online chat function is equally poor so after almost two hours getting fobbed off and passed around I gave up, emailing a parting shot that I'd be cancelling.
Amazingly I received a call next day from the same foreign call centre but spoke to a woman who was both knowledgeable and helpful. Why not train all their staff to this standard? She sorted out in five minutes what others couldn't do in two hours. I've happily taken out another twelve month contract for £25 per month which includes line rental and unlimited phone, broadband and tv with no tie-in at end of deal. So to anyone struggling with Talk Talk customer services it is well worth hanging in there as there are helpful staff and deals to be done.
But there are dreams that cannot be,and there are storms we cannot weather!
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